Installation and Repair Supervisor

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!  At United Communications, we’ve been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region’s fastest, most reliable internet providers—recognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber and fixed wireless solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we’re expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career. WHY UNITED? - Award-Winning Culture: 2023 & 2024 Best Places to Work - Trusted Local Employer for over 75 Years: 4.7 Google Star Rating - Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings - Top 100 Fiber-To-The-Home Leader - 401k + Match, HSA, and more! SUMMARY The Installation and Repair Supervisor will ensure an exceptional and seamless customer experience by leading a team responsible for customer-facing installation and repair activities. This role focuses on enhancing the safety, quality, and efficiency of installation and repair services while collaborating across departments to identify and resolve customer pain points. The supervisor will drive world-class Net Promoter Scores and oversee a team of Installation and Repair Technicians. This position requires agility, drive, collaboration, leadership, strong organizational skills, and sound judgment. Our innovative and cohesive work environment thrives on positive, team-oriented professionals. POSITION SCHEDULE AND ONSITE REQUIREMENTS This is a direct-hire, full-time, on-site position located between our Murfreesboro and Chapel Hill locations.  ESSENTIAL DUTIES AND RESPONSIBILITIES Duties include the following, but other duties may be assigned as required. - Ensure compliance with safety policies, codes, and regulations while prioritizing employee, customer, and community safety. - Train, coach, and provide ongoing feedback to Installation & Repair (I&R) personnel on safety protocols, tools, best practices, and performance expectations. - Communicate company initiatives, products, and services while connecting team members to business strategy and customer needs. - Foster a positive, employee- and customer-centric team culture through open communication, fairness, recognition, and accountability. - Manage customer escalations and complex orders or trouble tickets, identifying solutions and ensuring timely resolution and follow-up. - Monitor team performance, enforce company policies, conduct field audits, and lead team huddles focused on quality, safety, and continuous improvement. - Collaborate cross-functionally with dispatch and other departments to coordinate workloads, resolve complex issues, and ensure timely task completion. - Exercise independent judgment in critical decisions and make recommendations regarding hiring, transfers, promotions, and performance management. - Manage team schedules, on-call calendars, and nightly check-ins to ensure all assigned work is completed. - Perform expert-level installations, troubleshooting, and repairs as needed. - Maintain schedule flexibility, including availability for nights, weekends, and variable shifts as required. WHAT YOU BRING Required Qualifications - Bachelor's degree or the equivalent education and/or experience.  - Ten years of telecom installation and repair experience, including two years in a leadership role.  - Proficiency in Microsoft Word, Excel, and PowerPoint.  - Experience with service-specific troubleshooting methods.  - Valid driver's license with an acceptable driving record.   - Proficiency with installation and repair procedures and documentation.  - Ability to operate motorized work equipment and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets. WORK ENVIRONMENT:  This position operates in a combination of office and field environments and works closely with Installation & Repair Technicians, customers, and internal departments. Work is fast-paced and requires managing multiple priorities, responding to customer and operational issues, conducting field observations, and ensuring safe, efficient service delivery.   Our Commitment to Equal Opportunity United Communications is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local laws. Drug-Free Workplace Statement United Communications is committed to maintaining a safe, drug-free workplace. Employment offers are contingent upon successful completion of required pre-employment drug testing. Employees may also be subject to drug and/or alcohol testing in accordance with company policy and applicable federal and state laws. Want to learn more about who we are, explore our core values, and discover additional career opportunities? Visit us at www.united.net and join us in building the future of connectivity.