Installation Manager

ABOUT US 

We at Intrepid Fiber believe everyone has the right to access the Internet, no matter where they live or their socioeconomic status. Our vision is to become the nation’s most prolific developer of fiber-to-the-home infrastructure. Intrepid is working with local municipalities to integrate the digital infrastructure necessary to afford consumers more choices, more accessibility, and better value by connecting to the Internet services that enable them to live their best lives. 

For more information, please visit our website at: 

https://www.intrepidfiber.com  

SUMMARY 

The Installation Manager is responsible for analyzing data and processes and implementing corrective actions to support day-to-day operations in active markets.  This role will ensure that timely reporting and corrective actions are in place to drive superior operational performance for our customers.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: What will you be doing? 

• Work directly with the Installation vendors for order scheduling. 
• Allocate work orders within our service-order management system. 
• Schedule and coordinate customer service-drop appointments to ensure efficient installation. 
• Proactively call customers to reschedule missed and delayed appointments. 
• Interface between the Internet Service Providers (ISP) and the Installation vendors to coordinate: 
• Service-order rescheduling, damage-claim submissions and follow-up customer escalations. 
• D2D Activity and Marketing efforts. 
• Complete capacity planning and forecasting for residential and commercial customers, and collaborate with vendors on staffing plans. 
• Conduct audits of vendor invoices to verify accuracy and proper billing. 
• Quality and Compliance: 
• Audit daily installations and implement corrective actions. 
• Perform field inspections and execute corrective actions. 
• Ensure all daily scheduled installation activities are completed daily and on time. 
• Maintain installation materials inventory for installation vendors and order as needed. 
• Support the Operations Director by performing the following functions as needed: 
• Lead and manage network outages, including running the conference call, dispatching technicians and repair vendors. 
• Assign Service Ticket work orders in our service-order management system. 
• Engage in on-call rotation and support weekend and after-hours installations and repairs. 
• Design, implement and maintain metrics and reports to improve business processes.  
• Provide operational metrics and reporting to the senior leadership team. 

COMPETENCIES: What do you bring to the team? 

• Self-starter / can operate independently and make sound decisions as it relates to support of customers and network. 
• Understanding of networking and equipment, as well as network architecture and topologies. 
• Must be able to understand, read, and interpret construction documents – (network diagrams / as-builts). 
• Understanding of all facets of OSP, including construction methods, materials used, and how to diagnose network outages. 
• Able to maintain a customer and network health focus. 
• Can manage difficult or emotional customer situations and respond promptly to customer needs with a focus on solving conflict, not blaming. 
• Understands and prioritizes safety by observing safety and security procedures, determining appropriate action beyond guidelines, and reporting potentially unsafe conditions. 
• Ability to work Monday through Friday.  
• Some local travel will be required. 

PHYSICAL DEMANDS: 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. 
• The employee must occasionally lift and/or move up to 50 pounds.  

BENEFITS: What do we bring to our employees? 

• Medical Plans: Various options, including high-deductible plans with lower premiums. Preventive care is covered at 100%, and you have access to a wide network of providers. 
• 401(k) Plan: Includes a company match to help you save for retirement. 
• Employee Assistance Program (EAP): Provides support for personal and work-related issues. 
• Paid Time Off (PTO): Starts accruing on your first day. 
• Additional benefits can include Dental and vision insurance, life and disability insurance, company vehicle or mileage reimbursement, and other perks.  

Intrepid Fiber is an Equal Opportunity Employer. We celebrate and value diversity and are committed to creating an inclusive environment for all employees.