Quality Control & Field Development Specialist

Overview

The Quality Control & Field Development Specialist is responsible for ensuring the highest standards of installation, maintenance, and repair in FTTH (Fiber-to-the-Home) and HFC (Hybrid Fiber-Coaxial) networks. This role focuses on quality assurance, field audits, technician training, and continuous improvement initiatives to enhance network reliability and customer satisfaction. The QC & Trainer will assess technician performance, develop and deliver training programs, and implement best practices to ensure compliance with company and industry standards.

 

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

Quality Control & Compliance:

• Conduct field inspections and audits of FTTH/HFC installations, repairs, and maintenance to ensure compliance with C Spire, industry, and safety standards.
• Perform root cause analysis on service issues, identifying trends and areas for improvement.
• Verify signal levels, fiber splicing, RF performance, drop routing, grounding, bonding, and pole attachments meet specifications.
• Document and report non-compliance issues, recommend corrective actions, and track resolution progress.
• Ensure all work adheres to OSHA, NESC (National Electrical Safety Code), NEC, and company safety guidelines – partner with OSHA Safety Trainer and Manager, Safety.

Technician Training & Development:

• Develop and conduct hands-on training programs for new and existing field technicians on FTTH/HFC installation, troubleshooting, and maintenance.
• Implement on-the-job training (OJT) and mentorship programs to improve technician skills and efficiency.
• Train teams on the proper use of fiber splicing tools, RF meters, fusion splicers, and coaxial testing equipment.
• Provide refresher courses and continuous learning opportunities to keep technicians up to date with new technologies and industry trends.

Process Improvement & Best Practices:

• Collaborate with engineering, network operations, and other field operations teams to refine installation and service procedures.
• Identify and recommend process improvements that enhance efficiency, reduce service call rates, and improve first-time installation success.
• Partner with Training and Development team to assist in the creation of training manuals, video tutorials, and online learning materials.
• Work closely with vendors and manufacturers to introduce new technologies and best practices into field operations.

Customer Experience & Service Excellence:

• Ensure technicians are trained to provide seamless, customer-focused installation and service experience.
• Coach field teams on effective communication techniques with customers regarding service expectations, troubleshooting, and equipment use.
• Monitor and improve customer satisfaction metrics, including Net Promoter Score (NPS), repeat service calls, and first-call resolution rates.

Qualifications

• REQUIRED
  • 5+ years of experience in FTTH, HFC, or telecommunications field operations required.
  • Strong expertise in fiber optics, RF networks, DOCSIS, GPON, Ethernet, and coaxial systems required.
  • Experience with fiber splicing, RF signal analysis, and PON diagnostics required.
  • Familiarity with pole climbing, aerial cable installations, underground conduit installations, and structured cabling required.
  • Proficiency in network monitoring tools, troubleshooting software, and handheld test equipment required.
  • Strong problem-solving and analytical skills to drive continuous improvement required.
  • Excellent communication and presentation abilities to train and mentor field technicians.
  • Ability to work independently and collaboratively across departments required.
  • Ability to travel to field locations and work in various weather conditions required.
• PREFERRED
  • Proven experience leading a team of field technicians preferred.
  • Proven experience leading and executi