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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. Were actively seeking driven, talented individuals to join our team of passionate and collaborative professionals who share a common vision of excellence. If youre looking to be part of a dynamic and fast-growing organization, wed 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 3s 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 3s commitment to quality, safety, and customer excellence.
RESPONSIBILITIES
Lead, coach, and motivate Fiber Field Technicians to meet productivity, quality, and safety goalsHire, onboard, train, and retain a high-performing field service teamConduct regular ride-alongs, field audits, performance reviews, and one-on-onesProvide hands-on coaching in fiber installation, troubleshooting, and customer interaction best practicesFoster a culture of accountability, safety, teamwork, and customer-first serviceOversee daily field operations for residential and commercial fiber installations, disconnects, and trouble callsEnsure adherence to SLAs, first-time fix rate targets, and installation quality standardsPartner with dispatch to optimize technician routing and workload distributionMonitor service documentation accuracy, including work orders, signal readings, and job closeout notesTrack and manage vehicle readiness, tools, equipment, and technician inventorySupport emergency outage response and service restoration efforts as requiredServe as escalation point for complex fiber issues, including light level discrepancies, drop integrity, and premise wiring challengesSupport
GPON/XGS-PON
network environments, including ONTs, OLTs, routers, and related equipmentEnsure proper installation standards for aerial and underground dropsUtilize fiber testing tools (OTDR, power meters) to troubleshoot and validate service qualityPartner with Network Operations and Construction teams to address recurring plant or infrastructure issuesEnforce OSHA and company safety policies related to ladder use, bucket trucks, confined spaces, and fiber handlingConduct regular safety meetings, field inspections, and compliance auditsEnsure technicians maintain required certifications and safe driving standardsPromote safe work practices and immediate reporting of hazards or incidentsMonitor and report on key field service metrics including first-time fix rate, productivity, SLA compliance, repeat calls, and customer satisfactionIdentify trends in service issues and recommend process improvementsSupport implementation of new technologies, tools, and service offeringsCollaborate with leadership to develop staffing plans and operational improvement strategiesPartner with Customer Service, Network Operations, Sales, and Construction teams to resolve systemic service issuesAdvocate for the customer internally to ensure high-quality service outcomesProvide 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 approachAdvanced technical troubleshooting skills in fiber optic networks, including FTTH deployments and
GPON/XGS-PON
architectureExperience using fiber testing tools including OTDR and power metersStrong understanding of installation standards for residential and commercial fiber services, including aerial and underground dropsAbility to interpret performance metrics and translate insights into operational improvementsExcellent verbal and written communication skills with the ability to coordinate across field crews, dispatch, and leadershipStrong organizational skills with the ability to manage multiple priorities in a fast-paced, growth-oriented environment
EDUCATION / EXPERIENCE
High school diploma or equivalent required; associates or bachelors degree preferred5+ years of telecommunications field experience, preferably in fiber optic services13+ years in a field leadership or senior technician roleExperience in ISP, telecom, utilities, or a related service-based industry strongly preferredDemonstrated ability to improve field performance metrics and service qualityFiber certification (ETA, FOA, or equivalent) preferredValid drivers license with a clean driving record required
PHYSICAL REQUIREMENTS
Frequent fieldwork in outdoor environments and varying weather conditionsAbility to work at heights, including ladder and bucket truck operationsAbility to lift up to 75 poundsAbility to bend, climb, kneel, and work in confined spacesMust be able to remain in a stationary position for extended administrative tasks when required
BENEFITS
HourlyCompany-paid premiums for medical, dental, and vision insurance for you and your dependentsDynamic environment with diverse growth opportunitiesEmphasis on learning and development to support career and personal growthWork-life balance 120 hours paid time off (PTO) after 90-day probation period40 hours of paid sick leave6 major paid holidays off401(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.
