Supervisor, Field Ops - Residential

Ezee Fiber; Troy (MI); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health, Dental and Vision insurance

401k match

Paid time off

Tuition reimbursement

Job summary

Ezee Fiber is looking for a Supervisor, Field Ops – Residential, to oversee residential fiber installations and service. This leadership role is crucial for ensuring high standards of safety, quality, and customer satisfaction.

You will lead field technicians, monitor service levels, and collaborate with various teams to ensure seamless FTTH operations. A background in telecommunications and experience in a supervisory role is essential. Attractive benefits and a supportive work culture await you.

Qualifications

• A minimum of three years of experience in residential telecommunications or FTTH field operations.
• Three years of experience in a lead, supervisor, or team-lead capacity.
• Strong working knowledge of fiber installation, troubleshooting, and residential service environments.

Responsibilities

• Lead and support field technicians for residential fiber installations.
• Monitor technician productivity, dispatch efficiency, and service levels.
• Conduct regular ride-alongs, job site audits, and performance evaluations.

Skills

Leadership

Fiber installation knowledge

Customer service skills

Communication skills

Organization

Education

High school diploma or GED

Associate degree or technical certification in telecommunications

Tools

Mobile workforce tools

Ticketing systems

Job description

OUR VALUES

At Ezee Fiber, our value lies in deliveringSpeed, Simplicity, and Service in everything we do. We empower our employees to move fast, work smart, and serve customers with excellence. Whether in the field, in the office, or behind the scenes, every team member plays a vital role in helping us provide fast, reliable, and straightforward connectivity solutions to the communities we serve. We are committed to building a culture of accountability, innovation, and customer focus - where everyone contributes to making Ezee Fiber the easiest and most trusted fiber provider in the industry.

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 Fiber’s 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 Fiber’s safety culture by enforcing safety policies, OSHA standards, and best practices.
• Ensure all 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.

Customer Experience

• Ensure technicians deliver professional, respectful, and customer‑focused service aligned with Ezee Fiber’s 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

• Competitive compensation package
• Health, Dental and Vision insurance
• 401k match
• Paid time off and other generous benefit programs
• Tuition reimbursement

WHY JOIN US?

At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Supervisor, Field Ops - Residential, you will play a critical role in building a new function that directly impacts our company’s growth and success. Join us and shape the future of the telecommunications industry with a team dedicated to excellence and innovation. We are seeking candidates that are legally authorized to work in the United States, without sponsorship.