Supervisor, Field Ops - Residential

Ezee Fiber

Elk Grove Village (IL)

On-site

USD 80,000 - 85,000

Full time

4 days ago

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Benefits offered by this job

Competitive compensation package

Medical, dental, vision benefits

401(k) with company match

Paid time off

Job summary

Ezee Fiber is seeking a Supervisor, Field Ops - Residential to lead and support field technicians delivering FTTH services across designated markets. This role ensures safety, quality, productivity, and high customer satisfaction by coordinating with dispatch, construction, engineering, and customer experience teams.

The ideal candidate has strong fiber installation knowledge, leadership experience, and a proven ability to drive performance in a fast-paced environment.

Qualifications

Education and Experience Requirements: HS diploma or GED; associate degree or tech cert preferred; 3+ years in residential telecom/FTTH; 1–3 years in lead role.
Strong fiber installation, troubleshooting, and residential service knowledge.
Understanding of FTTH networks, drops, ONTs, wiring, and service activation.

Responsibilities

Lead, coach, and support residential field technicians and contractors delivering FTTH services.
Conduct ride-alongs, site audits, and performance evaluations.
Provide feedback and corrective actions to meet performance expectations.
Support onboarding, training, and skill development for team members.
Oversee daily installation, service, and trouble-ticket activities.
Monitor productivity, dispatch efficiency, and service levels.

Skills

Field leadership

Coaching

Team motivation

FTTH knowledge

Customer service

Mobile tools

Education

High school diploma or GED

Associate degree or technical cert in telecom/electronics

Tools

Ticketing systems

Mobile workforce apps

Job description

WHY JOIN US?

Build your career with Ezee Fiber, proudly recognized by PCMag as the Best Overall ISP in the U.S. for 2026.

At Ezee Fiber, you'll do more than build a career; you'll help shape the future of connectivity. Every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. Whether in the field, in the office, or behind the scenes, you'll be part of a collaborative team that values innovation, professional growth, and making a meaningful impact in the communities we serve.

OUR VALUES

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration, we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

JOB SUMMARY

The Supervisor, Field Ops - Residential, plays a critical leadership role in ensuring the successful delivery of residential fiber installations, service, and repair. This position leads and supports field technicians while maintaining Ezee Fibers high standards for safety, quality, productivity, and customer satisfaction. The supervisor works closely with dispatch, construction, engineering, and customer experience teams to ensure seamless execution of residential FTTH operations across the assigned market.

ESSENTIAL FUNCTIONS

Field Leadership & Team Development 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.
Residential FTTH Operations 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.
Safety, Quality & Compliance Champion Ezee Fibers safety culture by enforcing safety policies, OSHA standards, and best practices.
Ensure all work meets Ezee Fibers 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.
Customer Experience Ensure technicians deliver professional, respectful, and customer-focused service aligned with Ezee Fibers brand.
Address customer escalations as needed to drive positive outcomes and satisfaction.
Reinforce proper customer education regarding FTTH services, equipment, and expectations.
Reporting & Administration Track and report operational metrics, including installs completed, repeat visits, quality scores, safety incidents, and productivity.
Maintain accurate documentation related to work orders, performance, training, and incidents.
Support workforce planning, scheduling, and resource allocation as the market grows.

SUPERVISORY RESPONSIBILITIES

Directly supervise one or more employees. Carries out responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS

Education and Experience Requirements: A high school diploma or GED is required. An associate degree or technical certification in telecommunications, electronics, or a related field is preferred. Candidates must have a minimum of three years of experience in residential telecommunications or fiber-to-the-home (FTTH) field operations, along with one to three years of experience in a lead, supervisor, or team-lead capacity.

A strong working knowledge of fiber installation, troubleshooting, and residential service environments is required.
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.
Comfortable using mobile workforce tools, ticketing systems, and basic operational reporting.
Ability to thrive in a fast-paced, high-growth environment.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License

PHYSICAL, FIELD, OR ENVIRONMENTAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the workday and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

TRAVEL REQUIREMENTS

Standard daily travel to assigned territories is required for this position (up to 30% of the time within a 10-mile radius)

TOTAL REWARDS