Job Title: Team Lead
Department: Frontier
Technologies
Reports to: Operations
Manager
Hours: Monday to
Friday, 8:00 am – 5:00 pm, with flexibility as needed.
Location: NS-HRM, NFL- Avalon, Clarenville, Stephenville, Gander
POSITION OVERVIEW
The Team Lead is a hands-on leader who spends four days a week in the field as a technician and one day a week supporting their area. Reporting to the Operations Manager, the Team Lead sets the standard for quality, safety and customer service, and owns the day-to-day health of their area: its storage locker, equipment and tool inventory, returns, training and technician support.
DUTIES &
RESPONSIBILITIEs
In-Field Technician Work (approx. 80% – 4 days per
week)
- Install, upgrade and disconnect interior and
exterior outlets, lines, and telephone, internet and cable services and
equipment at customer locations, while delivering exceptional customer
service.
- Troubleshoot and resolve faults from the pole to
the customer premises.
- Code jobs accurately and complete all required
reporting to specification.
- Maintain the assigned vehicle and tools, and keep
vehicle stock at the levels needed for all job types.
- Complete daily safety checks and assessments, and
follow all Safe Job Procedures.
- Consistently meet or exceed key performance
metrics, including productivity, customer satisfaction, quality and
revenue.
Team Lead Responsibilities (approx. 20% – 1 day per
week)
Area
Operations
- Storage lockers: Own the storage
lockers in your area, keeping each one clean, organized, safe and up to
date.
- Inventory: Own the inventory and ordering of
equipment, tools and stock for your area, keeping levels stable and
accurately tracked, and complete regular locker and inventory audits (for
example, monthly cycle counts) with results shared with the Operations
Manager.
- Purchasing: Notify the Operations Manager of any
equipment, tools or stock that needs to be purchased, and submit PO
requests in a timely manner.
- Returns: Process all returns for your area,
ensuring every return is completed on time.
- Onboarding & offboarding: Issue tools,
equipment, vehicle stock and PPE to new hires, and recover and process
everything when a technician leaves.
- Fleet: Complete the vehicle inspections for your
area and ensure maintenance is up to date, coordinating with the
Operations Manager.
- Capacity & coverage: Assist with quota and
capacity management, and help cover same-day gaps, backfill and time-off
coverage in your area.
People &
Performance
- Quality assurance: Complete a minimum of
one quality assurance inspection and one site inspection per month for
each technician.
- Coaching: Hold a monthly coaching session with each
technician, reviewing their weekly scorecard metrics, and document every
session. Include driver behaviour coaching using Geotab data. Provide
ongoing feedback, set performance goals and recommend performance management
plans where applicable.
- Job coding & quality follow-up: Audit job coding for
accuracy when applicable, and follow up on repeat visits, rework and
customer complaints with the technician involved.
- Training: Train new hires and deliver refresher
training and coaching for existing technicians in your area.
- Safety: Lead toolbox and safety meetings on a
regular cadence, report incidents, near-misses and vehicle damage, and
carry out PPE and safety checks in your area.
- Hiring: Assist with the hiring process for
potential candidates as needed.
Support &
Communication
- Point of contact: Be the first point of
contact for all technician support in your area, serving as the technical
escalation point for field issues.
- Communication: Communicate regional needs, risks and
opportunities to the Operations Manager.
EXPERIENCE & QUALIFICATIONS
- High school diploma or equivalent; some
post-secondary education is considered an asset.
- Minimum of 1–2 years’ experience in a technician role.
- Leadership or coaching experience is considered
an asset.
- Good performance metrics, meeting or exceeding
expectations.
- Valid provincial driver’s license with a
satisfactory driving abstract is an absolute requirement.
- Satisfactory criminal background check.
- Ability to travel within the assigned area as
required.
SKILLS, EFFORTS & ATTRIBUTES
- Leadership & coaching – leads by example,
gives clear and constructive feedback, and helps others grow.
- Technical expertise – strong
troubleshooting skills and a trusted resource for the team.
- Ownership & accountability – takes responsibility
for results, assets and follow-through in their area.
- Organization & attention to detail – keeps accurate
records, inventory and documentation.
- Communication – clear, professional and respectful with
technicians, managers and customers.
- Customer focus – committed to a
positive customer experience on every visit.
- Time management & multitasking – balances a full field
schedule with team lead duties.
- Adaptability – flexible and responsive as priorities and
performance expectations change.
- Safety mindset – models safe work
practices and holds the team to the same standard.
- Technology comfort – confident with work
order, inventory and scorecard tools.
CORE VALUES
- Quality – Ensures the highest quality of work by
following proper work procedures to ensure customer satisfaction.
- Safety – Follows all safe work procedures to ensure
safety at all times.
- Improvement – Actively seeks opportunities for
continuous improvement, particularly in the overall customer and
installation experience, striving for 100% client satisfaction.
- Integrity – Conducts all business activities with
absolute transparency and integrity.
- Well-Being & Happiness – Is passionate about
maintaining and enhancing their own well-being and happiness, and promotes
this within their team.
