Field Technician Supervisor

Greenlight Networks; City of Rochester (NY); On-site; USD 65,000 - 73,000; Full time

Job summary

Greenlight Networks in Rochester, NY is seeking a Field Operations Supervisor to serve as the primary support resource for field installation partners and technicians at our headquarters. You will help ensure fiber installations, service drops, and repairs are completed safely, efficiently, and to high quality standards.

As a hands-on leader, you will coach teams, resolve field and customer escalations, and develop installation staff while driving operational excellence across the region.

Qualifications

• Minimum two years’ experience in a field technician/fiber technician role.
• Experience with fiber both aerial and underground.
• Ability to use workflow management systems.
• Experience scheduling and managing overtime.
• Ability to lead by example and motivate a diverse team.
• Strong customer service and presentation skills.
• Willingness to work outdoors in all weather.

Responsibilities

• Lead and support field operations across assigned territory.
• Coordinate installation, service drop, and repair workflows.
• Provide technical guidance and troubleshoot field issues.
• Track productivity and quality metrics.
• Develop and deliver training for team members.
• Collaborate with internal teams and vendors to resolve issues.

Skills

Field leadership

Customer service

Scheduling overtime

Workflow management systems

Team motivation

Problem solving

Job description

About the Organization Deliver an exceptional experience. Make a real impact. Grow with us.

At Greenlight Networks, we're not just building a network - we're building stronger, more connected communities. Founded in 2011, Greenlight Networks designs, builds, and operates a high-speed fiber-optic network delivering internet speeds up to 8 Gigabits per second to homes and small businesses. Today, we serve more than 225,000 homes and nearly 10,000 businesses across New York, with continued expansion into Pennsylvania and Baltimore.

Our mission is to connect our communities by delivering the best internet experience and providing our customers the freedom to work, play, and live without limits!

Category Outside Operations

Full-Time/Part-Time Full-Time

Location Rochester, NY

Description

We're looking for a Field Operations Supervisor to serve as the primary support resource for our field installation partners and technicians located at our headquarters in Rochester, NY. In this role, you'll help ensure fiber installations, service drops, and repair activities are completed safely, efficiently, and to the highest quality standards. You'll also play a key role in resolving field and customer escalations while supporting the ongoing development of our installation teams.

If you're a hands‑on leader who enjoys solving problems, coaching others, and driving operational excellence, we'd love to hear from you.

What You'll Do

• Lead and Support Field Operations
• Serve as the main point of contact and support resource for outside fiber technicians and contractors within your assigned territory.
• Help coordinate and manage installation, service drop, and repair workflows to ensure timely completion of work.
• Support field teams with technical guidance, troubleshooting assistance, and day‑to‑day operational needs.
• Assist with assigning and tracking work through workflow management systems.

Champion Safety and Quality

• Promote a strong culture of safety and ensure compliance with OSHA, NESC, NEC, and company safety standards.
• Provide safety training and reinforce safe work practices across all job sites.
• Monitor installation quality and ensure work meets company standards and customer expectations.
• Identify training opportunities and provide hands‑on coaching to improve performance and quality.

Deliver Outstanding Customer Service

• Act as an escalation point for customer concerns, field issues, and contractor challenges.
• Partner with internal teams and vendors to resolve problems quickly and professionally.
• Lead by example in delivering a best‑in‑class customer experience.
• Support Team Development and Performance
• Track and communicate productivity, quality, and performance metrics.
• Assist in the development and delivery of training programs for both new and existing team members.
• Foster accountability, continuous improvement, and high performance across the team.
• Collaborate Across the Business
• Assist with materials and inventory management.
• Participate in pre‑construction site walkthroughs with business customers as needed.
• Support engineering and operations teams with maintenance, repair, and network‑related activities.
• Help troubleshoot equipment failures and service‑impacting issues.

What We're Looking For

• Minimum two years’ experience working in a field technician / fiber technician role preferred
• Minimum two years’ experience working with fiber both aerial and underground
• Ability to utilize workflow management systems
• Previous experience with scheduling and managing overtime
• Ability to lead by example and motivate a diverse work group to strive for excellence
• Strong customer service and presentation skills, ability to de‑escalate customer service issues and work well with internal teams to provide quick resolution
• Desire to work outside and be “in the field” working hands on with team in all weather

Additional Requirements

• Valid driver's license with an acceptable driving record
• Ability to maintain insurability under company auto insurance guidelines
• Ability to successfully pass a pre‑employment background check and drug screening

Why Join us?

• Opportunity to make a direct impact on the customer experience.
• Collaborative and team‑oriented environment.
• Ability to develop field teams and influence operational excellence.
• Growing industry with opportunities for professional growth and advancement.

Compensation

Our job titles may span more than one career level. The salary for this position is between $65,000 - $73,400. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at www.greenlightnetworks.com/careers/.

Ready to help connect communities through best in class fiber services?

EOE Statement

Greenlight Networks is an Equal Opportunity Employer. Greenlight Networks is committed to providing equal employment opportunities to all applicants and employees and maintaining a workplace free from unlawful discrimination, harassment and retaliation. All employment decisions are based on legitimate business needs, job requirements, individual qualifications and performance, without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other characteristic protected by applicable federal, state, or local law. Greenlight Networks provides reasonable accommodations as required by law and will not tolerate discrimination, harassment or retaliation.

Part Time Hours None Specified

This position is currently accepting applications.