Role & responsibilities

Team Management

- Lead, supervise, and motivate a team of FTTH field technicians and engineers.
- Assign daily installation, service, maintenance, and repair tasks.
- Monitor technician productivity, attendance, and field performance.
- Conduct regular team meetings, coaching, and performance reviews.
- Train new technicians on installation standards, safety procedures, and customer service.

FTTH Installation & Service Operations
- Ensure timely installation of broadband and FTTH connections.
- Supervise Wi-Fi router installation, configuration, and troubleshooting.
- Monitor service requests, fault repairs, and complaint resolution within SLA timelines.
- Ensure proper testing and quality checks before job closure.
- Coordinate with Network Operations and Customer Support teams for issue resolution.

Quality & Customer Experience
- Maintain high service quality standards.
- Ensure technicians follow installation SOPs and safety guidelines.
- Handle escalated customer complaints and ensure prompt resolution.
- Monitor customer feedback and implement improvements.

Asset Management & Recovery
- Manage company assets issued to field staff, including ONTs, routers, fiber cables, tools, and accessories.
- Ensure proper documentation and inventory tracking.
- Coordinate asset collection from disconnected or churned customers.
- Verify returned assets and ensure they are updated in inventory records.
- Minimize asset loss and improve recovery rates.

Operational Reporting
- Prepare daily, weekly, and monthly operational reports.

- Track KPIs such as

- Installation completion rate
- First-Time-Right (FTR) percentage

- Service restoration TAT

- Customer satisfaction (CSAT)

- Technician productivity

- Asset recovery percentage

- Repeat fault percentage




- Maintain accurate documentation and field records.

Coordination
- Coordinate with Warehouse, Logistics, Network Operations, Customer Care, and Sales teams.
- Ensure material availability for installations and repairs.
- Escalate critical operational issues promptly.

Required Skills
- Strong leadership and people management skills.
- Good knowledge of FTTH broadband networks and fiber technology.
- Understanding of Wi-Fi routers, ONTs, GPON/EPON technologies, and networking basics.
- Experience in installation, troubleshooting, and maintenance of broadband services.
- Solid problem-solving and decision-making abilities.
- Good communication and customer-handling skills.
- Ability to work under pressure and manage multiple priorities.
- Knowledge of MS Excel and operational reporting tools.

Qualifications
- Diploma or Bachelor's degree in Electronics, Telecommunications, Computer Science, Electrical Engineering, or a related field.
- Relevant certifications in networking or fiber technology are an advantage.

Experience
- 48 years of experience in FTTH/Broadband operations.
- Minimum 2 years of experience leading field technicians or engineers.
- Experience in broadband installation, fault management, and asset recovery is preferred.

Key Performance Indicators (KPIs)
- Installation SLA compliance
- Fault resolution within SLA
- First-Time-Right installation rate
- Technician productivity
- Customer satisfaction score (CSAT)
- Asset recovery percentage
- Repeat fault reduction
- Team attendance and performance
- Inventory and asset accuracy

Preferred Attributes
- Strong leadership and mentoring skills.
- Customer-focused mindset.
- Excellent planning and organizational abilities.
- Ability to make quick operational decisions.
- High level of accountability and ownership.
- Willingness to travel within assigned operational areas.

📌 Senior Manager_Top Telecom Brand_Wifi/Broadband_FTTH!! (Bhubaneswar)
🏢 Firstmeridian Global Services
📍 Bhubaneswar