Field Operations Lead - Coach Techs & Deliver Excellence

Vero Networks; Redmond (OR); On-site; USD 55,000 - 63,000; Full time

Benefits offered by this job

Medical plans

Dental and Vision insurance

Life Insurance and AD&D

Voluntary Life Insurance

Disability Insurance

401(k) with employer match

PTO and holidays

Job summary

Vero Broadband in Redmond, Oregon, is seeking a Field Operations Supervisor to lead all field operations in the assigned market. You will coach Field Technicians, manage performance metrics, and ensure safety, quality, and customer satisfaction while coordinating with cross-functional teams.

The role requires hands-on leadership, strong communication, and the ability to travel within the service area. A company vehicle is provided and a background check is required.

Qualifications

• High school diploma or equivalent is required.
• Minimum three (3) years of telecommunications, broadband, or fiber field experience.
• Minimum one (1) year of supervisory, lead, or crew leadership experience.
• Knowledge of FTTH installation, fiber troubleshooting, customer premise equipment, and broadband services.
• Strong leadership, communication, organizational, and problem-solving skills.
• Proficiency with Microsoft Office and mobile workforce management applications.
• Valid driver's license with an acceptable driving record.

Responsibilities

• Lead, coach, mentor, and develop Field Technicians and Lead Technicians through ride-alongs, coaching, and reviews.
• Create a culture of accountability, continuous improvement, and professional development.
• Own market performance including installation quality, repair reduction, productivity, customer experience, safety, fleet readiness, and inventory control.
• Ensure compliance with installation standards, OSHA regulations, company policies, and codes.
• Review technician KPIs and use data to recognize success, coach improvement, and drive accountability.
• Conduct field quality audits and document corrective actions when necessary.
• Investigate repeat repairs and root causes to implement corrective actions.
• Coordinate daily operations with multiple teams (Service Delivery, Engineering, Construction, OSP, Customer Support, Sales, Network Operations).
• Manage escalated customer issues and ensure timely, professional resolution.
• Support recruiting, interviewing, onboarding, training, certification, and succession planning.
• Maintain technician inventory, warehouse inventory, fleet condition, tools, and equipment.
• Prepare operational reports and communicate market performance to leadership.
• Participate in after-hours support and emergency restoration activities as required.
• Promote and model ISP Team Core Values: Customer First, Quality, Ownership, Teamwork, Inclusiveness, and Respect.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Microsoft Office

Mobile workforce management

Education

High school diploma or equivalent

Tools

Calix platforms

Sonar OSS/BSS

OTDR testing

GPON/XGS-PON networks

Job description

Vero Broadband in Redmond, Oregon, is seeking a Field Operations Supervisor to lead all field operations in the assigned market. You will coach Field Technicians, manage performance metrics, and ensure safety, quality, and customer satisfaction while coordinating with cross-functional teams.

The role requires hands-on leadership, strong communication, and the ability to travel within the service area. A company vehicle is provided and a background check is required.