Supervisor, Field Ops - Residential

OUR VALUES

At Ezee Fiber, our value lies in delivering Speed, Simplicity, and Service in everything we do. We empower our employees to move fast, work smart, and serve customers with excellence. Whether in the field, in the office, or behind the scenes, every team member plays a vital role in helping us provide fast, reliable, and straightforward connectivity solutions to the communities we serve. We are committed to building a culture of accountability, innovation, and customer focus—where everyone contributes to making Ezee Fiber the easiest and most trusted fiber provider in the industry.

JOB SUMMARY

The Supervisor, Field Ops – Residential, plays a critical leadership role in ensuring the successful delivery of residential fiber installations, service, and repair. This position leads and supports field technicians while maintaining Ezee Fiber’s high standards for safety, quality, productivity, and customer satisfaction. The supervisor works closely with dispatch, construction, engineering, and customer experience teams to ensure seamless execution of residential FTTH operations across the assigned market.

ESSENTIAL FUNCTIONS

Field Leadership & Team Development• Lead, coach, and support residential field technicians and contractors delivering FTTH services.• Conduct regular ride-alongs, job site audits, and performance evaluations.• Provide hands-on coaching, feedback, and corrective action to ensure performance expectations are met.• Support onboarding, training, and skill development for new and existing team members.Residential FTTH Operations• Oversee daily residential installation, service, and trouble-ticket activity to ensure timely completion and quality outcomes.• Monitor technician productivity, dispatch efficiency, and service levels.• Assist with escalated technical issues and complex customer situations.• Partner with construction, engineering, and network teams to address service impacts and resolve issues quickly.Safety, Quality & Compliance• Champion Ezee Fiber’s safety culture by enforcing safety policies, OSHA standards, and best practices.• Ensure all work meets Ezee Fiber quality standards and installation guidelines.• Perform quality inspections and follow up on deficiencies with corrective actions.• Promote accountability, consistency, and continuous improvement across the field team.Customer Experience• Ensure technicians deliver professional, respectful, and customer-focused service aligned with Ezee Fiber’s brand.• Address customer escalations as needed to drive positive outcomes and satisfaction.• Reinforce proper customer education regarding FTTH services, equipment, and expectations.Reporting & Administration• Track and report operational metrics, including installs completed, repeat visits, quality scores, safety incidents, and productivity.• Maintain accurate documentation related to work orders, performance, training, and incidents.• Support workforce planning, scheduling, and resource allocation as the market grows.

SUPERVISORY RESPONSIBILITIES

Directly supervise one or more employees.  Carries out responsibilities in accordance with the organization's policies and applicable laws.  

QUALIFICATIONS

Education and Experience Requirements: A high school diploma or GED is required. An associate degree or technical certification in telecommunications, electronics, or a related field is preferred. Candidates must have a minimum of three years of experience in residential telecommunications or fiber-to-the-home (FTTH) field operations, along with one to three years of experience in a lead, supervisor, or team-lead capacity. • A strong working knowledge of fiber installation, troubleshooting, and residential service environments is required. • Deep understanding of OSP network design principles, including fiber-optic cabling, pole-line construction, conduit systems, and field implementation.• Proven ability to lead, coach, and motivate field teams.• Solid understanding of FTTH networks, drops, ONTs, inside wiring, and residential service activation.• Ability to interpret work orders, construction prints, and basic network diagrams.• Strong communication, organization, and customer-service skills.• Comfortable using mobile workforce tools, ticketing systems, and basic operational reporting.• Ability to thrive in a fast-paced, high-growth environment.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s License

PHYSICAL, FIELD, OR ENVIRONMENTAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, comm