Field Operations Supervisor

3 weeks ago

Chico, United States Race Telecommunications LLC Full time
Job Title: Field Operations Supervisor

Classification: Full-Time, Non-Exempt, At-Will

Reports to: Field Manager

Department: Customer Support

Location: In-Field: Chico, CA

Location Status: Work will be primarily performed at a designated field worksite location based out of a central Race Communications worksite. Occasional travel to and work from other Race offices or other off-site locations will be required.

Beware of scams that target job seekers. Race Communications will never provide a job offer without a comprehensive interview process (including in-person or secure video conferencing), request sensitive information through unsecure platforms such as email or text messaging, require candidates to pay fees, or pressure candidates to act without careful consideration. You can get more information about Race Communications at Race.com or contact our recruiting team directly.

About Us:

As the leading provider of 10G fiber internet in California, Race Communications is a company built by the needs of the communities that we serve. In collaboration with the California Public Utilities Commission and many non-profit community advocacy groups, we build next-generation fiber infrastructure where others won't, serving over 30 communities across the state.

Working for Race means being dedicated to bringing cutting-edge fiber internet to rural and urban communities, providing opportunities, enhancing technology, and enabling access for generations to come.

Summary:

The Field Operations Supervisor is responsible for overseeing and coordinating the day-to-day operations of field technicians and ensuring the efficient and effective delivery of field services, including installation, maintenance, and repair of telecommunications equipment. This role requires strong leadership, technical knowledge, and excellent problem-solving skills to ensure efficient and effective field operations.

This individual should be able to communicate and work effectively with external service representatives and internal team members who possess a wide variety of backgrounds, personalities, and communication skills. This individual should be able to work effectively in a dynamic, fast-paced, and evolving environment while maintaining a productive professional demeanor. This individual must be capable of working independently, as well as collaboratively with other Race team members across teams and levels of our organization.

Qualifications and Experience:

  • Eligibility for US Employment without sponsorship
  • Minimum of 18 years of age
  • A valid California driver's license, subject to successful verification through a DMV check, is mandatory
  • Minimum of 5 years of experience in telecommunications field operations, with at least 2 years in a supervisory role
  • Solid understanding of telecom networks, equipment, and technologies, including fiber optics, copper, wireless systems, and related infrastructure
  • Proficient in Salesforce with experience in managing and utilizing CRM systems for field operations and data management
  • The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
  • Proficiency in Spanish Language a plus

Skills:

  • Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
  • Functional use of common office equipment, computers, and office software
  • Strong time management skills, with the ability to manage priorities and workflow
  • Commitment to accuracy and high standards for quality of work
  • Ability to work with all levels of team members and management
  • Excellent problem resolution and customer service skills
  • Ability to deal effectively with a diversity of individuals at all organizational levels
  • Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
  • Excellent verbal and written communication skills
  • Ability to work on complex projects with general direction and minimal guidance
  • Versatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgency
  • Good judgement with the ability to make timely and sound decisions
  • Highly resourceful team-player, with the ability to also be extremely effective independently
  • Ability to effectively present information and respond to questions
  • Ability to distinguish colors and audible tones

Essential Duties and Responsibilities:

Team Leadership and Management:
  • Leads, motivates, and supervises a team of field technicians, providing guidance, support, and mentorship to foster a cohesive and productive work environment
  • Conducts regular performance evaluations, sets clear performance goals, and provides constructive feedback to enhance team members' skills and performance
  • Promotes teamwork, collaboration, and a strong work ethic to ensure the team's success in achieving operational objectives

Field Operations Management:
  • Oversees the planning and execution of field service activities, ensuring optimal resource allocation, efficient routing, and adherence to service schedules
  • Coordinates with the Dispatch Manager to receive work orders and schedule field technicians for service installations, repairs, and maintenance tasks
  • Monitors and manages field technicians' daily progress, providing support and resolving any challenges that may arise

Quality Assurance and Compliance:
  • Ensures that all field operations comply with company policies, safety guidelines, and industry regulations
  • Conducts regular inspections and audits of field work to assess compliance, quality of service, and adherence to standard operating procedures
  • Implements corrective actions and training programs as needed to maintain high-quality service standards

Technical Support and Expertise:
  • Provides technical guidance and expertise to field technicians, assisting in complex installations, repairs, and troubleshooting activities
  • Stays up-to-date with industry advancements and emerging technologies, sharing knowledge with the team to enhance their skills and efficiency

Customer Relations:
  • Collaborates with the Customer Support team to address customer inquiries, concerns, and escalations related to field operations
  • Ensures exceptional customer service delivery, resolves customer issues promptly, and strives to exceed customer expectations

Reporting and Analysis:
  • Generates regular reports on field operations performance, including key metrics, productivity, and service level achievements
  • Analyzes data to identify trends, operational inefficiencies, and areas for improvement, implementing action plans accordingly

Equipment Operations and Site Maintenance:
  • Operates mechanized equipment such as a bucket truck, excavators, and trencher
  • Climbs poles up to 40 feet and operates in bucket trucks with 32' plus ladders-Aerial ONLY
  • Manages deployment and removal of traffic control devices to ensure safety in work areas on streets or roadways
  • Adheres to and operates within the weight capacity limits specified by manufacturers for equipment and machinery:
    • Bucket Truck: 350-pound manufacturers maximum load capacity
    • Ladders: 300-pound manufacturers maximum load capacity

Vehicle Maintenance and Travel:
  • Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties
  • Maintains a clean driving record as defined by the current fleet insurance underwriter
  • Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors including businesses and/or residents depending on the nature of the job
  • May be required to work overtime, after hours, on weekends, for emergencies, or be on-call as needed to ensure work is completed

Safety Awareness and Compliance:
  • Observes hazards and reports any concerns or accidents to a supervisor or safety professional; participates in the investigation process as needed
  • Understands, completes, and signs off all pre-job safety planning tools at the start and end of the shift; completes all required safety-related paperwork
  • Understands and responds appropriately to all safety hazards and warning devices (e.g., back-up alarms, smell of smoke, fumes, odors, different colored warning tags, warning sirens)
  • Upholds a secure work environment by adhering to regulations, procedures, and company policies, ensuring safety standards are consistently maintained

Other duties as necessary may include but are not limited to:
  • Successfully complete assigned training and examinations, as well as participate in ongoing performance and development reviews, and goal setting
  • Be available to participate in internal or external meetings, special functions, and professional development opportunities
  • Cross-train and share knowledge with other team members
  • Support routine tasks
  • Maintain a professional appearance, hygiene, and demeanor
  • Performs other related duties as assigned by management

Supervisory Responsibilities:
  • Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook
  • Assists the field operations team with training and mentoring new team members, ensuring they have the necessary knowledge and skills for performing their jobs safely and efficiently
  • Directly supervises and supports employees with Safety and Compliance matters within multiple departmentsin accordance with the organization's policies and applicable laws
  • As this role develops, supervisory responsibilities may include direct supervision of subordinates, along with interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

As Part of Our Team, You Will Enjoy:

  • 100% Employer-paid medical, dental, vision, and life for all our employees
  • 401 (k) with 100% Employer-matched up to 4% of your annual income
  • Generous paid time off including sick, vacation, holiday and birthday pay
  • Company provided equipment including uniforms, safety, tools, vehicle, and tech
  • Free Race TV, highspeed internet, cable, and phone service where available
  • Working as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success

All offers of employment are contingent until all pre-employment requirements are met. These requirements, which vary by position, may include drug and background screenings as well as Motor Vehicle and DOT related screening and reporting requirements. Race will consider qualified job applicants with arrest and conviction records for employment.

All new employees will participate in the mandatory 'Speedway to Success' (Speedway) orientation at one our offices located in either Tehachapi, Yuba City, Chico, or South San Francisco, CA. The duration of the Speedway program spans from 1-3 weeks, depending on the position. During Speedway the schedule will vary; you may not work full 8 hour days and there may be off days. Applicants further than 50 miles from these training locations will be provided with necessary travel accommodations as part of the onboarding process. Applicants 50 miles or less from these locations will be considered regular commute. For those working remotely, virtual attendance will depend on position requirements. Further details will be provided to you during the interview process, and before your start date.

Race Communications is an equal opportunity employer who welcomes applications from individuals (with or without reasonable accommodation), with the skills, experience, and dedication to excel in their roles without regard to race, religion, color, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sex stereotype, gender identity/gender expression and sexual orientation, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, reproductive health decision-making, military or veteran status or any other basis protected by federal, state, or local law, ordinance, or regulation.

Reasonable accommodation(s) for qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed during the application or interview process, or workplace accommodations are required after a job offer is made, please contact recruiting@race.com to initiate the interactive process.

Updated: 07/2024Learn More

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