Job Summary
We are looking for an experienced Service Operations Team Lead – Installation to manage and supervise field installation teams, ensuring timely and quality delivery of FTTH/Internet connections. The candidate will be responsible for team productivity, installation SLA, customer satisfaction, technical coordination, and daily operational performance.
Key Responsibilities
- Lead and supervise FTTH/Internet installation field teams.
- Plan and allocate daily installation and service activities to technicians.
- Monitor installation SLA, productivity, quality, and closure rate.
- Ensure new connections are installed within the committed timeline.
- Coordinate with Sales, NOC, Customer Care, Stores, and Network teams.
- Monitor pending, delayed, and failed installation orders and take corrective action.
- Ensure proper fiber routing, splicing, ONT configuration, router installation, and connectivity testing.
- Conduct field audits to ensure installation quality and compliance with company standards.
- Handle escalated technical and customer issues related to installation.
- Monitor technician attendance, field movement, productivity, and job completion.
- Ensure proper utilization and availability of installation tools, materials, ONTs, fiber, connectors, and other equipment.
- Maintain daily installation reports and performance dashboards.
- Train and mentor installation technicians on technical procedures and customer handling.
- Identify recurring installation issues and implement corrective measures.
- Ensure compliance with safety procedures while working at customer premises and field locations.
- Achieve installation targets and improve First-Time-Right (FTR) performance.
Required Skills
- Strong knowledge of FTTH/FTTx, GPON, fiber optics, ONT/ONU, OLT, and networking basics.
- Experience in fiber installation, splicing, testing, and troubleshooting.
- Good team management and field operations skills.
- Ability to handle multiple installation teams and high-volume work orders.
- Good knowledge of SLA, TAT, productivity, FTR, and customer satisfaction metrics.
- Strong problem-solving and coordination skills.
- Good communication and reporting skills.
- Knowledge of ISP installation processes and field-force management systems is preferred.
Qualification
- Diploma / Bachelor's degree in Telecommunication, Electronics, Electrical, Computer Science, or a related field.
- 10-15 years of experience in ISP/FTTH installation or telecom field operations.
- At least 9- 12 years of team-handling/supervisory experience preferred.
Key Performance Indicators (KPIs)
- Installation SLA achievement
- Daily installation productivity
- First-Time-Right (FTR) percentage
- Installation rejection/rework rate
- Pending installation reduction
- Customer complaint rate
- Technician productivity
- Installation quality and audit score
- Material utilization and wastage
- Team attendance and field efficiency
Pay: ₹600,000.00 - ₹1,000,000.00 per year
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Education:
Experience:
- Service operation team lead -installation : 10 years (Preferred)
Language:
Location:
- Coimbatore, Tamil Nadu (Preferred)
Work Location: In person
