Regional Field Service Team Lead

Job Description

Job Description

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. Our mission is to not only deliver the best internet experience in Florida but also provide the exceptional customer care our customers deserve. With cutting-edge fiber optic technology at its core, Wire 3 ensures ultra-fast, reliable connections, minimizing disruptions, and maximizing your online experience.

Backed by private equity, Wire 3 is on an exciting trajectory of rapid growth. We’re actively seeking driven, talented individuals to join our team of passionate and collaborative professionals who share a common vision of excellence. If you’re looking to be part of a dynamic and fast-growing organization, we’d love for you to help us continue delivering industry-leading service to our customers.

JOB OVERVIEW:

The Regional Field Service Team Lead leads and develops Wire 3’s Field Service Technicians to deliver exceptional, high-quality fiber installations, service repairs, and customer experiences across an assigned region. This role blends hands-on technical expertise, people leadership, operational oversight, and safety accountability to ensure reliable service delivery and SLA performance. The Regional Field Service Team Lead serves as the primary field escalation point for complex technical issues, supports outage response efforts, and ensures installation and repair standards align with Wire 3’s commitment to quality, safety, and customer excellence.

RESPONSIBILITIES:

• Lead, coach, and motivate Fiber Field Technicians to meet productivity, quality, and safety goals
• Hire, onboard, train, and retain a high-performing field service team
• Conduct regular ride-alongs, field audits, performance reviews, and one-on-ones
• Provide hands-on coaching in fiber installation, troubleshooting, and customer interaction best practices
• Foster a culture of accountability, safety, teamwork, and customer-first service
• Oversee daily field operations for residential and commercial fiber installations, disconnects, and trouble calls
• Ensure adherence to SLAs, first-time fix rate targets, and installation quality standards
• Partner with dispatch to optimize technician routing and workload distribution
• Monitor service documentation accuracy, including work orders, signal readings, and job closeout notes
• Track and manage vehicle readiness, tools, equipment, and technician inventory
• Support emergency outage response and service restoration efforts as required
• Serve as escalation point for complex fiber issues, including light level discrepancies, drop integrity, and premise wiring challenges
• Support GPON/XGS-PON network environments, including ONTs, OLTs, routers, and related equipment
• Ensure proper installation standards for aerial and underground drops
• Utilize fiber testing tools (OTDR, power meters) to troubleshoot and validate service quality
• Partner with Network Operations and Construction teams to address recurring plant or infrastructure issues
• Enforce OSHA and company safety policies related to ladder use, bucket trucks, confined spaces, and fiber handling
• Conduct regular safety meetings, field inspections, and compliance audits
• Ensure technicians maintain required certifications and safe driving standards
• Promote safe work practices and immediate reporting of hazards or incidents
• Monitor and report on key field service metrics including first-time fix rate, productivity, SLA compliance, repeat calls, and customer satisfaction
• Identify trends in service issues and recommend process improvements
• Support implementation of new technologies, tools, and service offerings
• Collaborate with leadership to develop staffing plans and operational improvement strategies
• Partner with Customer Service, Network Operations, Sales, and Construction teams to resolve systemic service issues
• Advocate for the customer internally to ensure high-quality service outcomes
• Provide regular updates to regional leadership on team performance, risks, and improvement initiatives

REQUIRED SKILLS / ABILITIES:

• Strong leadership and field team development capabilities with a hands-on, lead-by-example approach
• Advanced technical troubleshooting skills in fiber optic networks, including FTTH deployments and GPON/XGS-PON architecture
• Experience using fiber testing tools including OTDR and power meters
• Strong understanding of installation standards for residential and commercial fiber services, including aerial and underground drops
• Ability to interpret performance metrics and translate insights into operational improvements
• Excellent verbal and written communication skills with the ability to coordinate across field crews, dispatch, and leadership
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, growth-oriented environment

EDUCATION / EXPERIENCE:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred
• 5+ years of telecommunications field experience, preferably in fiber optic services
• 1–3+ years in a field leadership or senior technician role
• Experience in ISP, telecom, utilities, or a related service-based industry strongly preferred
• Demonstrated ability to improve field performance metrics and service quality
• Fiber certification (ETA, FOA, or equivalent) preferred
• Valid driver’s license with a clean driving record required

PHYSICAL REQUIREMENTS:

• Frequent fieldwork in outdoor environments and varying weather conditions
• Ability to work at heights, including ladder and bucket truck operations
• Ability to lift up to 75 pounds
• Ability to bend, climb, kneel, and work in confined spaces
• Must be able to remain in a stationary position for extended administrative tasks when required

BENEFITS:

• Hourly
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance 120 hours paid time off (PTO) after 90-day probation period
• 40 hours of paid sick leave
• 6 major paid holidays off
• 401(k) plan with company match.

EOE STATEMENT:

Wire 3 is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Wire 3 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Wire 3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Wire 3 will not tolerate discrimination or harassment based on any of these characteristics. Wire 3 encourages applicants of all ages.