Installation and Repair (I&R) OSP Manager is a leadership role at SLICFiber, emphasing the operational side of outside plant (OSP) infrastructure. Focusing on field installation of new services, repairs, maintenance, troubleshooting, and customer issue resolution. The position will report to the Chief Customer Officer, with frequent communication with the Director of Construction and OSP Infrastructure.
Responsibilities
- Oversee teams of field technicians, installers, repair specialists, and contractors responsible for installing, maintaining, and repairing OSP facilities (fiber optic cables, copper lines, aerial/underground plant, drops to homes/businesses, splicing, testing, and activation). Responsibility is from the terminal to the home, including inside work.
- Manage daily Installation and Repair (I&R) operations, including scheduling technician assignments, responding to outages, handling customer trouble tickets/complaints, coordinating with Construction and Network Maintenance personnel, and ensuring timely service installations and repairs.
- Monitor quality of work through field audits, inspections, safety compliance, and customer feedback; enforce standards for fiber/copper handling, testing, and documentation.
- Coordinate with engineering, construction, network operations, and customer service teams to resolve issues, plan preventative maintenance, and support network upgrades/expansions.
- Handle budgeting, resource allocation, vendor/contractor management, inventory of tools/materials, and performance evaluations/training for staff.
- Ensure adherence to safety protocols (e.g., OSHA), regulatory requirements, permitting (where applicable), and company policies for reliable service delivery.
- Respond to emergencies/outages, prioritize high-impact repairs, and optimize efficiency to minimize downtime and meet service level agreements (SLAs).
