Meet the Team: Field Operations at Ziply Fiber

When it comes to delivering fast, reliable fiber internet, one could make a case that our Field Operations team (Field Ops) has one of the most important jobs of all: bringing fiber internet to life in customers' homes and businesses, ensuring that every installation and service call leaves a lasting, positive impression.

Darin French, Senior Operations Manager for Field Ops, puts it simply: "From the moment we arrive, we're there to make sure the customer's experience with Ziply Fiber is nothing short of exceptional. We explain what we're going to do, complete the install or repair and follow up to ensure everything meets their expectations."

For the Field Ops team, it's not just about connecting a fiber line—it's about creating a customer experience that stands out. Our technicians take a lot of pride in their work, knowing that a great interaction can easily turn a first-time customer into a lifelong Ziply Fiber advocate.

"We want customers to be wowed by both our product and our service. A good experience means they'll tell their neighbors, friends and family about us," Darin explains. "In many cases, our Field Ops technicians live in these neighborhoods, so it's extra important to them to provide the kind of experience that people will share with others."

With internet access as essential as electricity, customers depend on Ziply Fiber for work meetings, streaming entertainment, home businesses and so much more. The Field Ops team knows that every install matters because reliable internet stopped being a luxury a long time ago.

Every step of a customer's journey with Ziply Fiber contributes to our overall brand experience, from first hearing about the company to signing up for service and, finally, the installation and support they receive. "We know that every customer will remember the way we perform our job," Darin says. "That's why we take extra care to ensure they feel confident in their choice, that they understand their new service and that they walk away feeling great about Ziply Fiber."

This hands-on approach helps transform customers into brand fans, ensuring that Ziply Fiber isn't just another internet provider, but a trusted name in their homes and communities.

Of course, the Field Ops team wouldn't be able to do their job without a reliable fleet of vehicles. Whether they're installing new fiber internet service, troubleshooting an issue or following up to ensure everything is working smoothly, our vehicles are an essential part of the process.

"We have a variety of vehicle types, which are maintained by our qualified Fleet mechanics," Darin explains. These vehicles aren't just a mode of transportation—they're mobile workstations, fully equipped with the tools and technology needed to deliver top-tier service to customers. Keeping these vehicles in peak condition ensures that Field Ops technicians can get where they need to be, when they need to be there—because fast, reliable service starts long before they even arrive at a customer's home.

As sometimes happens when working with any kind of technology, things don't always go perfectly right away. That's where the expertise and commitment of the Field Ops team truly shine. Darin recalls a customer who contacted us a couple of hours after installation with a speed issue. "Our goal is to restore service or fix an issue either the same day or within 24 hours. So, we went back the next day, walked the customer through our testing protocols, explained everything in detail and upgraded them to our new WiFi 7 router. Not only did it solve the issue, but they were blown away by the difference," he says. "By the time we left, they weren't just satisfied—they were genuinely excited about their service."

This kind of customer turnaround isn't uncommon. By taking the time to listen and educate, the Field Ops team ensures that customers not only get the best possible experience but also understand how to maximize the value of their fiber connection.

One of the things that sets Ziply Fiber's Field Ops team apart is their passion for what they do. They don't just see themselves as employees of an internet company—they see themselves as ambassadors of the best fiber network available. "Customers can tell that we genuinely believe in what we're doing," Darin says. "We go out of our way to engage with them, answer their questions and make sure they feel great about choosing Ziply Fiber."

Our Field Ops team does more than install internet—they deliver reliability, confidence and connection. With every home they visit and every problem they solve, they're not just wiring fiber; they're building trust. And that trust is what sets Ziply Fiber apart.

If you're interested in joining the Field Operations team, or another team at Ziply Fiber, click here to view our current employment opportunities.