Job Description

This position is a frontline leadership role accountable for delivering exceptional customer service through the installation, maintenance, and reliability of Northwestel's access and network infrastructure. This position leads a team of 8-16 unionized technicians--including Service Technicians, Field Service Support Technicians, and Combo Technicians and collaborates closely with contractors, Safety Inspectors, and Project Managers to ensure safe, efficient, and high-quality service delivery.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are First Nation, Inuit, or Metis; a woman; a person with a disability; or a visible minority, if they wish to receive hiring preference.

Key Responsibilities

Team Leadership & Performance

Build and sustain a high-performing, customer-focused team aligned with Northwestel's strategic priorities.

Foster a culture of accountability, safety, and continuous improvement through coaching, mentoring, and performance management.

Lead in accordance with the Collective Agreement, including vacation planning, attendance, and disciplinary processes.

Operational Excellence

Ensure timely and effective installation and maintenance of network facilities to meet customer commitments.

Monitor and manage team performance using established KPIs for quality, productivity, and customer satisfaction.

Participate in annual operating and capital planning to support network reliability and growth.

Compliance & Safety

Ensure all field activities comply with Northwestel's safety standards, operational procedures, and service quality expectations.

Promote a safety-first culture through regular tailgate meetings, field audits, and ongoing training.

Stakeholder Engagement

Act as a liaison between frontline staff and internal departments including Engineering, Sales, Customer Service, and the Operations Shared Services teams.

Engage with external stakeholders such as government agencies, utility partners, and large business customers to support service delivery and issue resolution.

Knowledge and Skills Required

2-year technical diploma with 5-years technical/trades experience and 2 years in a leadership role. Alternate combinations of experience and education may be considered.

Proven leadership and team development skills, including the ability to mentor, coach and motivate a team.

Excellent communication, organizational, and problem-solving abilities.

Ability to build effective working relationships, both internally and externally.

Skilled in resolving conflicts and fostering a positive work environment.

Ability to develop long-term plans and strategies to drive innovation and growth.

Demonstrated cultural sensitivity working with a diverse workforce and customer base.

Strong knowledge of Microsoft Office and operational systems.

Experience working in northern or remote communities is considered an asset.

Strong knowledge of telecommunications technologies, network operations, and field service delivery.

Excellent Microsoft Office Suite (PowerPoint, Word, Excel) skills.

Knowledge of the elements of a health & safety program will be considered an asset.

What We Offer You

Work in a collaborative and inclusive environment

Contribute to impactful programs and initiatives

Enjoy opportunities for professional development and growth

Health & Wellness Benefits, Pension Plan, Discounts

Team Incentive Bonus

Paid Vacation with a Vacation Travel Allowance

Work-Life Balance

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

As a safety conscious COR(TM) Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.