Best Practices, Coaching, Communication Skills, Construction, Corrective Action, Customer Experience, Customer Relations, Customer Satisfaction, Documentation, Driver's License, High School Diploma, Identify Issues, Leadership, Network Connectivity, Onboarding, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Control, Quality Management, Quality Metrics, Safety Training, Service Delivery, Standard Operating Procedures (SOP), Team Player, Telecommunications, Willing to Travel
Lead Installation Technician
About the Job
The Lead Installation Technician serves as Cityside's technical authority for field quality, contractor development, and installation excellence. This role is for technicians who demonstrate exceptional technical ability, leadership, and a passion for quality. While remaining an individual contributor with no direct reports, the Lead Installation Technician's focus shifts from completing installations to improving the quality and consistency of work across the entire installation organization.
Responsibilities
- Conduct routine field quality inspections of completed ONT installations against company standards, workmanship expectations, safety requirements, and customer experience guidelines
- Stop work not being performed safely or per installation standards; fail quality inspections and require corrective action or rework prior to customer turnover
- Monitor contractor performance and quality trends; implement corrective actions to reduce repeat service calls, installation defects, and complaints
- Serve as primary field escalation resource for complex installation issues ("No Light" conditions, fiber path challenges, network connectivity issues, advanced obstacles)
- Coach contractors and technicians on installation best practices, quality workmanship, efficiency, safety, and customer interaction
- Support onboarding, technical training, and certification of contractor installers and new ONT technicians
- Develop and maintain installation standards, SOPs, field reference guides, and training materials
- Serve as primary liaison between Field Operations and Service Delivery; partner with Engineering, OSP, Construction, and the Drop Team on installation quality and process improvement
- Support Vendor Quarterly Business Reviews (QBRs) with quality metrics, field observations, and coaching outcomes
- Maintain documentation of quality inspections, coaching activity, escalations, and contractor performance; report key quality and performance metrics to Service Delivery leadership
- Contribute to a culture of trust, integrity, and collaboration
- Understand and uphold Cityside Fiber's core purpose and values and be passionate about what we do
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to assign or reassign duties and responsibilities as business needs evolve.
Qualifications
- High school diploma or equivalent
- Five or more years of telecommunications installation experience, with significant experience installing fiber-to-the-home services
- Demonstrated record of high-quality installations and customer satisfaction
- Advanced troubleshooting and technical problem-solving skills
- Thorough knowledge of Cityside installation standards and best practices
- Strong communication, coaching, and training abilities
- Ability to work independently and influence others through technical expertise rather than supervisory authority
- Valid California driver's license with an acceptable driving record
About Cityside Fiber
Cityside Fiber is on a mission to deliver high-quality, reliable internet to communities through innovation and a people-first approach. Headquartered in Irvine, CA, we are an emerging telecommunications provider expanding rapidly due to high demand. Our culture is built on innovation, accountability, and trust, and we seek independent thinkers who want to contribute to something big.
Location
Headquarters in Irvine, CA. [May require travel depending on role.]
Compensation & Benefits
- Competitive salary: $35/hr.+ (non-exempt) (dependent on experience)
- Company-sponsored medical & dental for employees (Subsidized for dependents)
- 401(k) with company match
- Paid Time Off (PTO), sick leave, and holidays
- Growth opportunities & career development programs
Why Cityside Fiber?
Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities by daring to be different and having our team members put people first all while having fun. We’re building a next-generation internet provider with a focus on innovation, accountability, and trust. At Cityside Fiber, you’ll work with a passionate team, have room for growth, and make a real impact.
How to Apply
For immediate consideration, submit your resume through our careers site. No phone inquiries, please.
Visit our website at www.citysidefiber.com
Cityside Fiber is an Equal Opportunity Employer, committed to diversity and inclusion.