Field Supervisor of Field Operations

Job Title: Field Supervisor of Field Operations

Reports to: Manager of Field Operations

Location: -, CA

Employment type: Full-time

FLSA: Exempt

About Us:

Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.

Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.

In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts towards building world-class fiber networks and offering gigabit internet service to communities throughout California.

Job Summary:

The Field Supervisor is a strong leader who is responsible for the implementation and execution of all drops, installation, troubleshooting and repair activities. The Field Supervisor works in the field alongside the field technicians and contractors to ensure the efficient and timely completion of customer fulfillment requests for premise installation and repair. The Field Operations Supervisor also supports the Network Engineering Department with hub site maintenance activities as needed.

What You’ll Do:

• Works to meet the goals set forth by the Manager of Field Operations to support specific objectives for the Field Operations sub-function within the Customer Support Group.
• Oversees the selection, hiring, and career development of field technicians within their assigned region.
• Supervises both the productivity and quality of work down to the individual employee level. Actively drives employees to meet KPIs.
• Provides oversight of contract labor management including adherence to scope of work and quality standards.
• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• 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.
• Helps establish and maintain a standard for equipping technicians with tools and test sets and managing their inventory
• Manages workplace safety and provides safety training to employees as required
• Monitors quality control of installation work - conducts on-site QC surveys generates monthly compliance reports
• Assures that all technicians deliver excellent customer experience.

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  Assists with troubleshooting equipment failures and service affecting problems
• Works closely with the Dispatch manager to ensure scheduling of all internal and subcontractor technicians is optimally executed and to ensure technicians are in the right place, at the right time, to meet customer needs.
• 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.(KPI’s)
• Responds promptly to after hour calls for emergency outages. Midnight and weekend work can and will occur.
• 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 Manager of Field Operations.

What You'll Bring:

• Advanced understanding of Fiber Optic Networks, Telecom, and Video.
• Associates degree in electronics or related field is a plus.
• Industry and vendor specific certifications and training are a plus (e.g., NCTI, SCTE).
• 2 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.
• 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.

Work Environment:

Daily driving is expected.

Physical Demands:

The employee must lift and/or move up to 75 pounds. The employee is required to drive a vehicle.

As Part of our Team You’ll Enjoy:

• 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
• Full benefits package that includes medical, dental, vision life, and 401 (k)
• Employer-matched 401k plan

Race Communications is an equal opportunity employer