Job Title: Team Lead
Department: FrontierTechnologies
Reports to: OperationsManager
Hours: Monday toFriday, 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-onleader who spends four days a week in the field as a technician and one day aweek supporting their area. Reporting to the Operations Manager, the Team Leadsets the standard for quality, safety and customer service, and owns theday-to-day health of their area: its storage locker, equipment and toolinventory, returns, training and technician support.
DUTIES & RESPONSIBILITIES
In-Field Technician Work (approx. 80% – 4 days per week)
- Install, upgrade and disconnect interior andexterior outlets, lines, and telephone, internet and cable services andequipment at customer locations, while delivering exceptional customerservice.
- Troubleshoot and resolve faults from the pole tothe customer premises.
- Code jobs accurately and complete all requiredreporting to specification.
- Maintain the assigned vehicle and tools, and keepvehicle stock at the levels needed for all job types.
- Complete daily safety checks and assessments, andfollow all Safe Job Procedures.
- Consistently meet or exceed key performancemetrics, including productivity, customer satisfaction, quality and revenue.
Team Lead Responsibilities (approx. 20% – 1 day per week)
Area Operations
- Storage lockers: Own the storagelockers in your area, keeping each one clean, organized, safe and up todate.
- Inventory: Own the inventory and ordering ofequipment, tools and stock for your area, keeping levels stable andaccurately tracked, and complete regular locker and inventory audits (forexample, monthly cycle counts) with results shared with the OperationsManager.
- Purchasing: Notify the Operations Manager of anyequipment, tools or stock that needs to be purchased, and submit POrequests 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 processeverything when a technician leaves.
- Fleet: Complete the vehicle inspections for yourarea and ensure maintenance is up to date, coordinating with theOperations Manager.
- Capacity & coverage: Assist with quota andcapacity management, and help cover same-day gaps, backfill and time-offcoverage in your area.
People & Performance
- Quality assurance: Complete a minimum ofone quality assurance inspection and one site inspection per month foreach technician.
- Coaching: Hold a monthly coaching session with eachtechnician, reviewing their weekly scorecard metrics, and document everysession. Include driver behaviour coaching using Geotab data. Provideongoing feedback, set performance goals and recommend performance managementplans where applicable.
- Job coding & quality follow-up: Audit job coding foraccuracy when applicable, and follow up on repeat visits, rework andcustomer complaints with the technician involved.
- Training: Train new hires and deliver refreshertraining and coaching for existing technicians in your area.
- Safety: Lead toolbox and safety meetings on aregular cadence, report incidents, near-misses and vehicle damage, andcarry out PPE and safety checks in your area.
- Hiring: Assist with the hiring process forpotential candidates as needed.
Support & Communication
- Point of contact: Be the first point ofcontact for all technician support in your area, serving as the technicalescalation point for field issues.
- Communication: Communicate regional needs, risks andopportunities to the Operations Manager.
EXPERIENCE& QUALIFICATIONS
- High school diploma or equivalent; somepost-secondary education is considered an asset.
- Minimum of 1–2 years’ experience in a technician role.
- Leadership or coaching experience is consideredan asset.
- Good performance metrics, meeting or exceedingexpectations.
- Valid provincial driver’s license with asatisfactory driving abstract is an absolute requirement.
- Satisfactory criminal background check.
- Ability to travel within the assigned area asrequired.
SKILLS,EFFORTS & ATTRIBUTES
- Leadership & coaching – leads by example,gives clear and constructive feedback, and helps others grow.
- Technical expertise – strongtroubleshooting skills and a trusted resource for the team.
- Ownership & accountability – takes responsibilityfor results, assets and follow-through in their area.
- Organization & attention to detail – keeps accuraterecords, inventory and documentation.
- Communication – clear, professional and respectful withtechnicians, managers and customers.
- Customer focus – committed to apositive customer experience on every visit.
- Time management & multitasking – balances a full fieldschedule with team lead duties.
- Adaptability – flexible and responsive as priorities andperformance expectations change.
- Safety mindset – models safe workpractices and holds the team to the same standard.
- Technology comfort – confident with workorder, inventory and scorecard tools.
CORE VALUES
- Quality – Ensures the highest quality of work byfollowing proper work procedures to ensure customer satisfaction.
- Safety – Follows all safe work procedures to ensuresafety at all times.
- Improvement – Actively seeks opportunities forcontinuous improvement, particularly in the overall customer andinstallation experience, striving for 100% client satisfaction.
- Integrity – Conducts all business activities withabsolute transparency and integrity.
- Well-Being & Happiness – Is passionate aboutmaintaining and enhancing their own well-being and happiness, and promotesthis within their team.
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