Field Technician Operations Lead

About You and The Role 

Zipline is hiring a Field Technician Operations Lead to oversee the team that keeps our Dropbox locations safe, reliable, and ready to support daily delivery operations.

You’ll manage the Field Support Supervisor and provide direction for the regional technician team. Dropboxes are located at partner sites and are an important part of Zipline’s delivery operation. Your team will inspect equipment, complete preventive maintenance, troubleshoot issues, and maintain site safety and quality standards.

This is a field operations leadership role with responsibility for team performance, site readiness, and consistent execution across multiple locations. You’ll set priorities, develop the supervisor and technicians, and coordinate with partner teams and internal groups when equipment or site issues affect operations. You’ll also use performance trends and field feedback to improve maintenance processes and reduce recurring problems.

We’re looking for a hands-on operations leader who can set clear expectations, develop strong frontline leaders, and make sound decisions when priorities change. You should be comfortable working across teams, spending time in the field, and turning operational issues into practical improvements.

What You'll Do

• Manage and develop the Field Support Supervisor, who leads the regional Field Support Technician team.
• Set clear expectations for safety, equipment reliability, site readiness, partner communication, and work quality.
• Establish regional plans for inspections, preventive maintenance, repairs, and site coverage.
• Ensure technicians have the schedules, tools, parts, training, and procedures needed to complete work safely and effectively.
• Review team performance, work orders, inspection records, repair completion, and open issues.
• Prioritize work based on safety risk, customer and partner impact, operational urgency, and available resources.
• Provide direction during complex equipment issues, recurring failures, and operational disruptions.
• Coordinate escalations with engineering, maintenance, operations, vendors, and partner teams.
• Build consistent processes for site inspections, issue documentation, repair follow-up, and communication.
• Monitor trends in Dropbox availability, repeat repairs, unresolved work, and site readiness; use findings to recommend improvements.
• Ensure the team records clear notes, photos, and repair details so issues can be understood and resolved.
• Visit sites regularly to assess conditions, review work, and stay connected to frontline challenges.
• Build a strong safety culture and ensure team members follow established procedures.
• Support hiring, onboarding, training, and performance development for the supervisor and technician team.
• Provide leadership updates on regional performance, equipment risks, staffing needs, and improvement plans.
• Identify opportunities to improve maintenance planning, reduce downtime, and strengthen the partner experience.

What You'll Bring

• Experience leading field operations, technical service, facilities maintenance, equipment repair, or a similar multi-site operation.
• Experience managing supervisors or team leads and developing frontline employees.
• Strong judgment and the ability to balance safety, service reliability, partner needs, and operational priorities.
• The ability to set clear goals, review performance, and hold teams accountable with consistency and respect.
• Strong written and verbal communication skills, including concise updates for technical and non-technical audiences.
• Strong planning and organizational skills across multiple locations, teams, and work priorities.
• A practical understanding of preventive maintenance, troubleshooting, work orders, and field service operations.
• A customer-first mindset and the ability to build productive relationships with partners and vendors.
• Comfort working independently, collaborating across departments, and spending regular time in the field.
• A continuous improvement mindset and the ability to turn performance trends into clear actions.
• Experience with distributed field teams, partner-operated sites, or equipment supporting time-sensitive operations is preferred.

Minimum Qualifications

• Valid driver’s license and a driving record that meets company requirements.
• Ability to travel regularly between assigned sites and other regional locations as needed.
• Ability to work in field environments, including indoors and outdoors in changing weather conditions.
• Flexibility to adjust work hours, including occasional evenings or weekends, based on operational needs.
• Ability to perform occasional physical work at sites, including standing, walking, bending, reaching, and lifting equipment or supplies.

What Else You Need To Know

The starting cash range for this role is $80,00-$100,00. Please note that this is a target, starting cash range for a candidate who meets the minimum qualifications for this role. The final cash pay for this role will depend on a variety of factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may also include: equity compensation; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!