Telecom Installation & Maintenance Supervisor Intermediate

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Job Summary

Communications networks, services and the supporting technical infrastructure are increasingly becoming "mission critical" as hubs of information sharing and engagement, across all media, types and devices, in local and global environments between the U-M community and diverse, multi-channel end-points. This role oversees the installation, repair and maintenance of a physical network infrastructure (wired or wireless), nodes or connections. Although, primarily a technology position the job also requires a strong business and customer-focused background.

Successful candidates for this position will be expected to help develop strategy to ensure that Communication Systems and Data Centers (CSDC) network infrastructure, particularly the inside/outside cabling plants, consistently meet customer needs and expectations. In this role, candidates will be expected to build and maintain high levels of customer engagement and satisfaction to ensure the effective utilization of the networking infrastructure; develop and implement strategies for providing high-quality services and outstanding customer experiences with installation and troubleshooting activities; help to guide and direct efforts to optimize the network environment and provide cost effective solutions.

An employee in this classification directs and trains installation, repair and maintenance telecommunications technicians and has responsibility for planning, organizing, and directing all operations with respect to installation support, troubleshooting/repair services, major moves, adds and changes; supervising a team of technicians; coordinating and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their job status; handling their complaints and grievances when necessary. Management responsibilities include the authority to hire, fire, discipline, or promote assigned employees.

Note: This position will require flexibility in the shift start and stop times depending on our business cycles/deadlines. These shifts could be days, afternoons or nights. Please state your availability to for work the different shifts in your cover letter.

Responsibilities*

• Primary focus of this position is to collaborate on the planning, design, utilization and optimization of communications systems and networks and their capacity to meet current and future requirements for U-M. Work assignments involve an understanding and consideration of multiple systems, platforms, and a wide range of related services and the integration of systems and technologies across multiple platforms. Collaborates with vendors regarding feedback; testing new products; and/or making suggestions for product or service changes or enhancements
• Job duties also include the development and implementation of methodologies for network analysis of service performance; the identification of key measurements and metrics; recommending strategies for more proactive customer support and increased customer satisfaction with existing and new products and services
• Expected to keep current with emerging technologies and identify enterprise solutions that enhance a unit's communications system and network performance, support and operation. Scan the external IT environment and use that information to provide a common set of planning assumptions, competitive analysis, costs, risks, and current and future market assessments for products and services
• Supervise, assign or perform quality assurance checks of the work done by bargained-for employees, cross-functional installation teams and contracted labor. Monitor and supervise external contracted labor and full-time permanent employees. Provide oversight for installation teams handling multi-phased service requests and led by "bargained-for employees" assigned as crew leads. Coordinate the flow of work and/or services and assist in the resolution of interdepartmental operating issues. Plan work activities and establish work schedules for contracted labor, regular and temporary staff. Management responsibilities include the authority to hire, fire, discipline, or promote assigned employees
• Coordinate and schedules employee-training programs. Participate in the resolution of employee complaints and grievances using the "four-step progressive discipline" plan, including documenting employee performance problems and the actions taken to resolve or address complaints or problems. Review, endorse or modify disciplinary actions initiated by supporting supervision. Respond to inquiries and complaints from the public, staff or students
• Plan and oversee construction, maintenance and repair of voice, data and video networks, systems and connections. Inspect equipment and facilities to assure proper use and maintenance. Maintain safety standards to assure compliance with University, State of Michigan and Federal codes, regulations and guidelines. Oversee the operation and maintenance of various types of power-driven motor vehicles
• Assist in planning and organizing objectives and long-range programs for departmental operations. Plan and recommend objectives or initiatives concerning departmental operation. Collaborate with team members, sponsors, and stakeholders across and outside of U-M to influence decision-making, project direction, and drive for successful project completion
• Perform financial analysis activities, including compiling data for annual reports and helping to develop detailed analyses to support investment decisions involving the physical cable plant infrastructure. Help to determine the cost of operations by establishing standard costs, competitive rates and reviewing operational data. Improve the financial status of the Field Service Unit (FSU) by analyzing results; approving (FSU) expenditures up to $25,000; monitoring variances (budget verses actual expenditures); recommending actions to management; and making solid plans and projections of future customer demand, industry trends and investments in the horizontal and riser cabling infrastructure for upgrades or replacement
• Order supplies, services and equipment. Review, endorse or modify, inventory records, charges and purchase orders. Initiate and prepare forms and records for right-of-way permits; the procurement and replacement of service vehicles; approving payroll, timesheet and inventory records/requisitions
• Stay current with relevant advances in technologies. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing. Develop and follow best practices and procedures and share knowledge with team members. Mentor staff

Required Qualifications*

• Associate degree in telecommunications, computer systems, engineering, business or a related field and/or equivalent combination of education, certification and experience
• Considerable experience in communication systems, installations and repair tasks using major telecommunication/network suppliers or service providers
• Minimum of 4 years of management or team leader experience to include responsibilities requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently. Coordinate work activities; perform quality assurance checks; assess employee productivity; take action to resolve or address employee and customer complaints; and understand the terms of various telecommunications-related contracts
• Proven ability to lead installation and repair teams to develop and deploy products and services which exceed customer expectations and enable high customer satisfaction
• 7 years of experience in medium to large telecommunication systems or networking components
• Experience with provisioning/installing communication systems, and network services/products
• Demonstrated basic proficiency in reading and understanding AutoCAD drawings
• Knowledge of network analysis and troubleshooting activities - also LAN adapter installation, fiber optic, twisted-pair, copper inter-/intra- building systems and facilities
• Ability to meet the requirements of driving a U-M vehicle and have a valid driver license with less than 7 points

Desired Qualifications*

• Bachelors degree or equivalent combination of education and experience
• Knowledge/experience with testing equipment used in data/voice communication systems
• Knowledge of current telecommunication, building and electrical standards and codes
• Demonstrated understanding of and skills in client/customer relationship management, team building, process/service improvement, and strategic planning
• Strong emphasis will be placed on demonstrated ability to lead large-scale installation initiatives successfully with data-driven results

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.