Regional Field Service Team Lead

Wire 3 • Greenville, SC

9d • $30 - $34

About The Position

The Regional Field Service Team Lead leads and develops Wire 3’s Field Service Technicians to deliver high-quality fiber installations, service repairs, and customer experiences across an assigned region. The position combines hands-on technical expertise, people leadership, operational oversight, and safety accountability to support reliable service delivery and SLA performance. The role is the primary field escalation point for complex technical issues, supports outage response, and ensures installation and repair work meets quality, safety, and customer service standards.

The team lead oversees residential and commercial field operations, technician performance and development, work quality, safety compliance, equipment readiness, service metrics, and coordination with dispatch and other departments. The position also supports process improvements and helps address recurring network and infrastructure issues.

Requirements

• High school diploma or equivalent.
• At least 5 years of telecommunications field experience, preferably in fiber optic services.
• 1–3+ years in a field leadership or senior technician role.
• Strong leadership and field team development capabilities, with a hands-on, lead-by-example approach.
• Advanced technical troubleshooting skills in fiber optic networks, including FTTH deployments and GPON/XGS-PON architecture.
• Experience using fiber testing tools, including OTDR and power meters.
• Strong understanding of installation standards for residential and commercial fiber services, including aerial and underground drops.
• Ability to interpret performance metrics and translate insights into operational improvements.
• Excellent verbal and written communication skills and ability to coordinate across field crews, dispatch, and leadership.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced, growth-oriented environment.
• Demonstrated ability to improve field performance metrics and service quality.
• Valid driver’s license with a clean driving record.
• Ability to work outdoors in varying weather conditions, at heights, and in confined spaces.
• Ability to lift up to 75 pounds and to bend, climb, and kneel.
• Ability to remain stationary for extended administrative tasks when required.

Nice To Haves

• Associate’s or Bachelor’s degree.
• Experience in ISP, telecom, utilities, or a related service-based industry.
• Fiber certification (ETA, FOA, or equivalent).

Responsibilities

• Lead, coach, and motivate Fiber Field Technicians to meet productivity, quality, and safety goals.
• Hire, onboard, train, and retain a high-performing field service team.
• Conduct regular ride-alongs, field audits, performance reviews, and one-on-ones.
• Provide hands-on coaching in fiber installation, troubleshooting, and customer interaction best practices.
• Foster accountability, safety, teamwork, and customer-first service.
• Oversee daily field operations for residential and commercial fiber installations, disconnects, and trouble calls.
• Ensure adherence to SLAs, first-time fix rate targets, and installation quality standards.
• Partner with dispatch to optimize technician routing and workload distribution.
• Monitor service documentation accuracy, including work orders, signal readings, and job closeout notes.
• Track and manage vehicle readiness, tools, equipment, and technician inventory.
• Support emergency outage response and service restoration efforts as required.
• Serve as the escalation point for complex fiber issues, including light level discrepancies, drop integrity, and premise wiring challenges.
• Support GPON/XGS-PON network environments, including ONTs, OLTs, routers, and related equipment.
• Ensure proper installation standards for aerial and underground drops.
• Use fiber testing tools, including OTDR and power meters, to troubleshoot and validate service quality.
• Partner with Network Operations and Construction teams to address recurring plant or infrastructure issues.
• Enforce OSHA and company safety policies related to ladder use, bucket trucks, confined spaces, and fiber handling.
• Conduct regular safety meetings, field inspections, and compliance audits.
• Ensure technicians maintain required certifications and safe driving standards.
• Promote safe work practices and immediate reporting of hazards or incidents.
• Monitor and report on field service metrics, including first-time fix rate, productivity, SLA compliance, repeat calls, and customer satisfaction.
• Identify trends in service issues and recommend process improvements.
• Support implementation of new technologies, tools, and service offerings.
• Collaborate with leadership to develop staffing plans and operational improvement strategies.
• Partner with Customer Service, Network Operations, Sales, and Construction teams to resolve systemic service issues.
• Advocate for the customer internally to ensure high-quality service outcomes.
• Provide regional leadership with regular updates on team performance, risks, and improvement initiatives.

Benefits

• Company-paid premiums for medical, dental, and vision insurance for the employee and dependents.
• Dynamic environment with diverse growth opportunities.
• Learning and development opportunities to support career and personal growth.
• 120 hours of paid time off after a 90-day probation period.
• 40 hours of paid sick leave.
• Six major paid holidays off.
• 401(k) plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED