Supervisor, Field Ops - Residential

Ezee Fiber•Elk Grove Village, IL

10d•$80,000 - $85,000

About The Position

The Supervisor, Field Ops – Residential, leads and supports field technicians responsible for residential fiber-to-the-home (FTTH) installations, service, and repairs. The role ensures high standards for safety, quality, productivity, and customer satisfaction and works with dispatch, construction, engineering, and customer experience teams to support residential FTTH operations across an assigned market. The supervisor oversees daily field activity, develops team members, supports resolution of complex technical and customer issues, and ensures work complies with safety policies and installation standards. The position also tracks operational metrics, maintains documentation, and supports workforce planning, scheduling, and resource allocation as the market grows. This role directly supervises one or more employees. Standard daily travel to assigned territories is required, up to 30% of the time within a 10-mile radius. Candidates must be legally authorized to work in the United States without sponsorship.

Requirements

High school diploma or GED.
At least three years of experience in residential telecommunications or FTTH field operations.
One to three years of experience in a lead, supervisor, or team-lead capacity.
Strong working knowledge of fiber installation, troubleshooting, and residential service environments.
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.
Comfort using mobile workforce tools, ticketing systems, and basic operational reporting.
Ability to thrive in a fast-paced, high-growth environment.
Valid driver’s license.
Legally authorized to work in the United States without sponsorship.
Ability to analyze and interpret data, communicate, remain stationary for a significant part of the workday, use computers and office productivity devices, move around the office and corporate campus, frequently move up to 10 pounds, and occasionally move up to 25 pounds.
Ability to travel daily to assigned territories, up to 30% of the time within a 10-mile radius.

Nice To Haves

Associate degree or technical certification in telecommunications, electronics, or a related field.

Responsibilities

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.
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.
Enforce safety policies, OSHA standards, and best practices.
Ensure 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.
Ensure technicians provide professional, respectful, customer-focused service.
Address customer escalations and reinforce customer education about FTTH services, equipment, and expectations.
Track and report operational metrics, including completed installations, repeat visits, quality scores, safety incidents, and productivity.
Maintain accurate work-order, performance, training, and incident documentation.
Support workforce planning, scheduling, and resource allocation as the market grows.
Directly supervise one or more employees in accordance with organizational policies and applicable laws.