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Field Service Administrator

2 months ago

Lancaster, United States Race Telecommunications LLC Full time $18 - $22
Job DescriptionJob Description

Job Title: Field Service Administrator

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

Reports to: Dispatch Manager

Department: Customer Service

Location: Remote

Location Status: Remote: Work will be primarily performed remotely from home office. Employee will be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to applicable procedures. Occasional travel to and work from other Race offices or off-site locations may 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 Service Administrator plays a critical role in ensuring the efficient operation of field service activities. This position is responsible for managing work orders from initiation to completion, including quality control checks, documentation verification, and closing out orders. The Field Service Administrator also handles customer inquiries and complaints, investigates field service issues, and provides timely resolutions. Additionally, this role involves maintaining accurate records of technician activities, preparing detailed reports on field service performance, and supporting the continuous improvement of 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 21 years of age
  • A valid driver’s license
  • High School Diploma or GED or equivalent combination of education and experience is required
  • Minimum of two experience in a customer service or field service management role required
  • Working knowledge of Salesforce or similar CRM software preferred
  • Experience in the telecommunications industry preferred
  • Familiarity with Six Sigma or other process improvement methodology preferred
  • The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication


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

Essential Duties and Responsibilities:

Work Order Management

  • Manages the end-to-end process of work orders and ensures the accurate and timely completion
  • Ensures all necessary documentation and photos are properly attached and confirming that any customer requirements have been fully met
  • Follows up with field technicians to address any discrepancies, ensuring compliance with company standards, and closing out work orders in the system to maintain up-to-date records and facilitate accurate reporting
  • Performs detailed inspections of completed installation and drop work orders to ensure that all work meets company standards and customer expectations

Reporting and Documentation

  • Compiles data from quality control checks on installations and work orders, analyzing the findings to produce comprehensive reports that highlight performance trends, compliance with standards, and areas for improvement
  • Generates regular and ad hoc reports on various aspects of field service operations, including technician performance, customer satisfaction, and project completion rates
  • Keeps meticulous records of field technician activities, including time spent on each job, expenses incurred, and materials utilized

Customer Service and Issue Resolution:

  • Responds promptly and courteously to customer inquiries, addressing their questions and concerns with professionalism and empathy
  • Conducts thorough investigations into any issues or problems reported during field service operations, including equipment malfunctions, service delays, or installation errors
  • Proactively builds and nurtures strong, positive relationships with all key stakeholders, including customers, vendors, and internal teams
  • Collaborates with vendors to ensure timely delivery of materials and services, and with internal teams to streamline operations and improve service delivery

Field Service Operations and Technician Management

  • Oversees the performance evaluation process for field service technicians by conducting regular reviews that assess their work quality, efficiency, adherence to company standards, and customer feedback
  • Provides constructive feedback, identifies areas for improvement, and recognizes exemplary performance
  • Develops and executes strategic initiatives aimed at enhancing the efficiency, effectiveness, and overall performance of field service operations
  • Analyzes current processes, identifying bottlenecks or areas for improvement, and implementing new practices or technologies to streamline operations

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

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 Chico, Farmersville, Lancaster, North Palm Springs, Phelan, Pleasant Hill, San Francisco, Tehachapi, and Yuba City, 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: 09/2024