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.
