Field Service Manager

About Edge Fiber

Edge Fiber is a local internet provider building 100% fiber across the Midwest. With more than thirty years of local experience and a team that lives and works in the communities we serve, we deliver multi-gig fiber to towns and rural areas larger providers overlook, backed by people who answer the phone and show up when you need them.

Why join us?

• Growth: We're building fiber to thousands of new homes and businesses every year. You'll help take new towns live, not maintain someone else's network.
• Local and stable: Family-scale company, run from Wisconsin, not a call center two time zones away.
• Ownership: Small team, real responsibility. Your work shows up in the field and in front of customers the same week you do it.
• Community: You'll serve the neighbors you see at the grocery store, and they'll know your name.

Position Summary

The Field Service Manager owns day-to-day execution of all customer-facing field work, leading both the installation team and the service and repair team. This role is accountable for install throughput, first-time-right quality, service call response times, and technician safety and development.

This is a working field leadership role, not a dispatch role. You will be out with your crew on a regular basis: in the trucks, on job sites, and at the customer's premise. You will coach technicians in real time, spot-check quality, and troubleshoot alongside the team when it counts. You will also be the first point of contact for after-hours escalations, making sure issues are resolved or properly triaged outside normal business hours.

Our network is fiber first. Fiber experience is required. Fixed wireless experience is a plus; we still operate a wireless footprint and you'll oversee those truck rolls too.

Key ResponsibilitiesTeam Leadership

• Directly manage the installation and service technician workforce, including hiring, onboarding, scheduling, coaching, performance management, and retention
• Set daily and weekly priorities across install and repair queues
• Build a technician development path from entry-level installer through senior tech
• Lead regular team huddles, ride-alongs, and one-on-one performance conversations
• Partner with HR on documentation, corrective action, and workforce planning

Installation Management

• Own the fiber installation schedule, including capacity planning against sales volume and new serviceable footprint
• Drive install completion rates, on-time arrival, and jobs per tech per day
• Enforce installation standards for drop placement, splicing, ONT and CPE setup, wiring, and premise restoration, verified in person at the job site
• Perform quality audits on completed installs and correct workmanship issues at the source, on a rotating sample of jobs each week
• Manage escalated or complex installs, including MDU and commercial, often by responding to the site personally

Service and Repair

• Own service call response and resolution, including trouble ticket triage, dispatch, and closeout
• Set and hold service level targets for response time, same-day and next-day resolution, and repeat truck rolls
• Analyze repeat trouble tickets and chronic accounts, identify root cause, and drive permanent fixes back into install standards or network operations
• Serve as the escalation point for field issues that cannot be resolved remotely, including rolling to the premise when a second set of hands or a decision-maker is needed on-site
• Coordinate after-hours and emergency response coverage, including outage support, and respond directly when severity warrants it

Operations and Coordination

• Work daily with Customer Operations on scheduling, dispatch, customer communication, and appointment windows
• Coordinate with Construction and Network teams on new area turn-ups, splice completion, and readiness for install, including walking new footprint with the crew ahead of turn-up
• Manage truck inventory, tools, test equipment, and materials, including consumption tracking and shrinkage control
• Maintain fleet readiness, vehicle condition, DOT compliance where applicable, and driver accountability
• Own accuracy of field data in the OSS/BSS and work order systems, including job status, materials used, and completion notes

Safety and Compliance

• Own field safety, including aerial and underground work, ladder and lift safety, confined space, traffic control, and PPE compliance, enforced through direct observation of crews at work
• Conduct safety meetings, incident investigation, and corrective action
• Ensure work meets applicable NEC, NESC, municipal, and utility requirements

Reporting

• Report weekly on install, service call, and technician productivity
• Provide input on headcount, contractor usage, budget, and capital equipment needs
• Recommend process and tooling changes based on field data

QualificationsRequired

• 5+ years in telecommunications, broadband, or utility field operations
• 2+ years directly supervising field technicians or installation crews
• Hands-on FTTH installation experience: drop placement, fusion splicing, ONT and router provisioning, and optical power testing
• Demonstrated ability to hold a team accountable to schedule, quality, and safety standards
• Strong working proficiency with work order and dispatch systems, and comfort using data to manage performance
• Valid driver's license with an acceptable driving record
• Ability to pass a background check and drug screen

Preferred

• Fixed wireless access installation experience and RF fundamentals
• Experience scaling a field team in a high-growth or greenfield build environment
• Familiarity with Gaiia, Sonar, Vitruvi, or comparable OSS/BSS and construction management platforms
• Experience managing subcontract install crews alongside internal staff
• BICSI, FOA, or equivalent certification
• Bilingual English/Spanish

Physical Requirements

• Ability to work outdoors in all weather conditions
• Ability to lift and carry up to 50 pounds and to climb ladders
• Frequent driving across the service territory
• Availability for occasional evenings, weekends, and emergency call-out

Compensation & Benefits

• Competitive base salary with performance incentives
• Medical, dental, and vision insurance
• Company-paid life and disability coverage
• 401(k) with employer match
• Paid time off and paid holidays

Equal Opportunity Statement

Edge Fiber is an Equal Opportunity Employer. We do not discriminate in employment decisions based on race, color, religion, creed, national origin, ancestry, sex, sexual orientation, gender identity, age (40 and older), physical or mental disability, genetic information, pregnancy, marital status, military or veteran status, arrest or conviction record, or the off-duty use or nonuse of lawful products. Employment choices are made based on business needs, job duties, and personal qualifications.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Prior door-to-door or direct sales: 1 year (Preferred)
• CRM software: 1 year (Preferred)

License/Certification:

• Driver's License with a clean driving record (Required)

Location:

• Elkhorn, WI 53121 (Required)

Work Location: In person