Field Manager

• Works to meet the goals set forth by the Director of Field Operations to support specific objectives for the Field Operations sub-function within the Customer Support Group. 
• Actively and consistently supports all efforts to simplify and enhance the customer experience. 
• Manages all field-related operations to maintain the integrity of the Race network and assures quality and consistency of voice, video, and data to customers. 
• Provides oversight of contract labor management including adherence to scope of work and quality standards. 
• Leads, motivates, and coaches a diverse team of field technicians by actively working in the field with them, organizing and conducting weekly team meetings with defined agendas, and open communication. 
• Travels to various locations in the Race service area. This includes overnight and week-long visits. 
• Responsible for the hiring, training, development, and performance management of all field technicians and their leads.  
• Works closely with the Dispatch manager to ensure scheduling of all internal and subcontractor technicians is optimally executed and to ensure technicians are at the right place, at the right time, to meet customer needs. 
• Manages field technician’s schedule, travel requirements, and timekeeping to ensure the team is staying within the approved budget. 
• Investigates, responds, and resolves escalated customer complaints in a timely manner. 
• Works collaboratively with Dispatch, Customer Service, and OSP to continuously identify opportunities for improvement and to develop and update standard operating procedures for the Field Tech Team. 
• Develops and provides reports to field operations management on activity and results. 
• Responds promptly to after-hour calls for emergency outages. Midnight and weekend work can and will occur.  
• Assists in the coordination, preparation, and maintenance of the capital and operating budgets. 
• Knows, understands, and follows Race policies and procedures. 
• Adheres to industry-specific local, state, and federal regulations, as applicable. 
• Performs other duties/projects as requested by the Director of Field Operations. 

• Advanced understanding of Fiber Optic Networks, Telecom, and Video.  
• Bachelor’s degree in electronics or a related field is a plus. 
• Industry and vendor-specific certifications and training are a plus (e.g., NCTI, SCTE). 
• 5 years of technical supervisory experience in the telecommunications industry. 
• Geographical knowledge of service areas and ability to read maps. 
• Ability to operate a laptop and Apple iPad with basic knowledge of Windows OS and MS Office programs. 
• Fluent English required / Spanish is a plus. 
• Ability to manage difficult or emotional customer situations; Responds promptly to customer needs in a customer-focused manner. 
• Excellent communication skills - written and spoken.  
• The high degree of initiative and independence.  
• Experience operating construction equipment and machinery.  
• Ability to distinguish colors and audible tones.  
• Ability to lift and move up to 75lbs. 
• Ability to work in a fast-paced 24x7 environment - overtime, nights, and weekends may be required.  
• Must have a valid driver’s license (for more than 3 years) and satisfactory DMV record. 
• Must continuously maintain a satisfactory driving record that meets company standards. 

As Part of our Team you'll Enjoy:

• 100% premium paid for medical, dental, vision and life for all our employees!
• An excellent 401 (k) with 100% Employer-matched up to 4%
• Working to bridge the digital divide between rural and urban areas, providing much needed services to those whom don't have access to reliable internet
• Working for a company that appreciates their employees; every member of the Race team is a part of a collaborative family

Race Communications is an equal opportunity employer