Regional Field Service Team Lead

Wire3 • Greenville, SC

8d

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 role combines hands-on technical expertise, people leadership, operational oversight, and safety accountability to support reliable service delivery and SLA performance. The Team Lead is the primary field escalation point for complex technical issues, supports outage response, and ensures installation and repair standards meet the company’s quality, safety, and customer-service expectations.

The position oversees residential and commercial fiber field operations, technician performance and development, service quality, equipment readiness, safety compliance, and operational metrics. It also works with dispatch and teams across the organization to resolve service issues, improve processes, and support new technologies and service offerings.

Requirements

• High school diploma or equivalent required.
• 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 residential and commercial fiber installation standards, 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 environment.
• Valid driver’s license and clean driving record required.
• Ability to work outdoors in varying weather, at heights, and in confined spaces; lift up to 75 pounds; and bend, climb, kneel, and remain stationary for extended administrative tasks when required.

Nice To Haves

• Associate’s or Bachelor’s degree preferred.
• Experience in ISP, telecom, utilities, or a related service-based industry strongly preferred.
• Fiber certification such as ETA, FOA, or equivalent preferred.
• Demonstrated ability to improve field performance metrics and service quality.

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 ride-alongs, field audits, performance reviews, and one-on-ones.
• Coach technicians on fiber installation, troubleshooting, and customer interactions.
• Promote accountability, safety, teamwork, and customer-first service.
• Oversee residential and commercial fiber installations, disconnects, and trouble calls.
• Ensure compliance with SLAs, first-time fix targets, and installation quality standards.
• Partner with dispatch to optimize technician routing and workload distribution.
• Monitor work order, signal reading, and job closeout documentation.
• Manage vehicle readiness, tools, equipment, and technician inventory.
• Support emergency outage response and service restoration 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 standards for aerial and underground drops and use fiber testing tools to troubleshoot and validate service quality.
• Partner with Network Operations and Construction to address recurring plant or infrastructure issues.
• Enforce OSHA and company safety policies, conduct safety meetings and field inspections, and perform compliance audits.
• Ensure technicians maintain required certifications and safe driving standards; promote safe practices and immediate hazard or incident reporting.
• Monitor and report field service metrics, including first-time fix rate, productivity, SLA compliance, repeat calls, and customer satisfaction.
• Identify service issue trends and recommend process improvements.
• Support the implementation of new technologies, tools, and service offerings.
• Collaborate with leadership on staffing plans and operational improvement strategies.
• Partner with Customer Service, Network Operations, Sales, and Construction to resolve systemic service issues.
• Advocate for customers and provide regional leadership with updates on team performance, risks, and improvement initiatives.

Benefits

• Company-paid premiums for medical, dental, and vision insurance for employees and dependents.
• Dynamic environment with diverse growth opportunities.
• Emphasis on learning and development to support career and personal growth.
• Work-life balance.
• 120 hours of paid time off after the 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: Mid Level
• Education Level: High school or GED