Fiber Installation Manager

Tucows has been working on the Internet since the days when people unironically called it the Information Superhighway.

Today, we’re the second largest domain wholesaler in the world with 25 million domains under management (OpenSRS / Enom). We’re doing all kinds of interesting things, including running an MVNO cell phone service (Ting) and building true fiber to the premises networks in towns and cities across the US (Ting Internet). We offer individual and small business domains and integration with various popular platforms (Hover/Ascio).

We’re a team of over 600 people serving tens of millions of customers around the world. Our growth has been incredible, smart and measured (NASDAQ: TCX, TSX: TC). Our success is built on a solid technical and financial foundation.

Are you ready to be part of an energetic and growing team planning the expansion of crazy-fast Internet service in multiple markets across the U.S.? This position resides in Charlottesville and manages a team of local Fiber Technicians for all dispatches related to residential and commercial opportunities. You will manage the installation and maintenance processes as well as ensure network stability through proper execution of network preventative maintenance activities.

About the opportunity:

Are you ready to be part of an energetic and growing team planning the expansion of crazy-fast Internet service in multiple markets across the U.S.? This position resides in Charlottesville and manages a team of local Fiber Technicians for all dispatches related to residential and commercial opportunities. You will manage the installation and maintenance processes as well as ensuring network stability through guaranteeing proper preventative maintenance activities are performed regularly and with quality. This position is accountable to every serviceable address in the town in which you own.

What you’ll be doing:

• Liaising with the local Fiber Construction Manager to ensure a united approach to managing the local Ting town’s network and all its employees.
• Liaising with the local City Manager to ensure the best possible partnership is developing with city officials and the town’s residents.
• Ensuring all required materials for installation and maintenance are on-site and accounted for. At times, will need to bridge inventory gaps between local Inventory Specialist and centralized leadership and distribution center.
• Proactively and consistently review customer install calendars to ensure full order capacity is both offered and booked.
• Monitoring daily dispatches to ensure on-time arrival and completion.
• Acting as senior local escalation contact for customer complaints and resolution.
• Reviewing overall and individual Net Promoter Scores from customers and intervene when necessary to increase customer satisfaction.
• Monitoring Field Operations metrics to find threats to mitigate and opportunities to exploit.
• Partnering with Technical Training and Safety Manager to ensure your team is well trained and safe in all field interactions.
• Participate in local marketing events as needed.
• Host weekly meetings with Fiber Technicians to convey latest company news, policies and changes.
• All other duties assigned by manager

A bit about you/Qualifications:

• Excellent leadership skills required
• Strong communication skills required
• Great customer service skills required
• Strong entrepreneurial spirit required
• Experience managing multiple team members is important
• Experience with fiber to the home (FTTH) networks, both aerial and underground is highly preferred but not required
• The ability to assess different installation scenarios, and effectively determine required time, approach and equipment, will be required.
• Telecommunications management experience required
• Telecom or data wiring experience preferred.
• Ability and willingness to work both indoors and outdoors, and get dirty if need be.
• Comfortable with hand and power tools

We believe diversity drives innovation. We are committed to inclusion across race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches, and diverse points of view that drive us forward every day.