Fiber Repair and Quality Assurance Technician

Fiber Repair and Quality Assurance Technician

Cityside Fiber is seeking a Repair & Quality Assurance Technician to join our Field Operations team. This role serves as our lead field resource for complex service repairs, customer recovery, and quality assurance inspections. Success in this position requires strong technical troubleshooting skills, customer advocacy, and the judgment to resolve escalated issues independently.

• Install, repair, maintain, and troubleshoot residential and business fiber internet services.
• Perform pathway planning and fiber routing, accounting for landscaping, structures, utility markings, and property concerns.
• Install and activate drop cables from distribution points to customer premises.
• Troubleshoot drop cables, interior wiring, connectors, signal levels, ONTs, and customer premise equipment.
• Test and verify connections to ensure optimal performance and service quality.
• Perform landscaping restoration, property preservation, and minor concrete restoration associated with repair activities.
• Operate trenching equipment and tools in accordance with company safety standards.
• Coordinate with dispatch, NOC, Construction, and Customer Experience teams to prioritize and resolve service issues.
• Document all repairs, inspections, corrective actions, and customer interactions per company procedures.
• Participate in mandatory on-call rotations and overtime as required.
• Serve as Cityside Fiber's field representative for escalated customer concerns, service interruptions, and complex repair situations.
• Take ownership of customer issues from initial engagement through final resolution.
• Restore customer confidence through clear communication, empathy, and decisive action.
• Liaise between customers, internal departments, and vendor partners to drive timely resolution.
• Make independent field decisions balancing customer satisfaction, operational needs, and company standards.
• Identify recurring customer concerns and recommend improvements to leadership.
• Conduct quality inspections of installations, repairs, drop construction, and restoration work performed by internal teams and third-party vendors.
• Validate adherence to workmanship standards and document deficiencies requiring corrective action.
• Report recurring quality concerns, installation failures, and customer-impacting trends to leadership.
• Support vendor accountability through field audits, inspection reporting, and customer impact assessments.
• Participate in root cause investigations involving repeat service issues, property damage, or workmanship deficiencies.
• Partner with leadership to recommend process improvements and operational enhancements that improve service quality.
• 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.

• High school diploma or equivalent required; additional technical training or industry certifications preferred.
• 5+ years of telecommunications, fiber installation, repair, or field operations experience.
• Demonstrated ability to independently manage and resolve escalated customer situations requiring technical expertise and cross-functional coordination.
• Experience performing quality inspections, evaluating workmanship standards, and identifying corrective actions.
• Strong conflict resolution, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities with the capability to identify root causes and recommend long-term solutions.
• Experience coordinating with multiple departments, contractors, and vendor partners.
• Ability to work independently and as part of a team.
• Ability to work outdoors in varying weather conditions; lift and move equipment, climb ladders, and work in confined spaces.
• Familiarity with telecommunications safety practices and a commitment to safe work habits.
• Valid driver's license with an acceptable driving record.

Headquarters in Irvine, CA. [May require travel depending on role.]

• Competitive salary: $30/hr. (non-exempt) (dependent on experience)
• 401(k) with company match
• Paid Time Off (PTO), sick leave, and holidays
• Growth opportunities & career development programs

Cityside Fiber is an Equal Opportunity Employer, committed to diversity and inclusion.