Ankeny Field Service Manager | RACOM Corporation

Role Responsibilities

• Lead mentor, and develop a team of field service technicians, fostering strong performance, professional growth, and safety compliance
• Effectively allocate resources to ensure service execution aligns with contractual commitments and customer expectations
• Collaborate with project managers, sales teams, engineers, facilities coordinators, and technicians to align service operations with business objectives, efficiency goals, and customer satisfaction
• Facilitate discussions with customers, vendors, and internal teams to drive solutions and enhance service delivery
• Oversee system configurations, installations, service execution, and contract fulfillment, ensuring compliance with industry standards, customer requirements, and regulatory guidelines
• Leverage technical expertise and strategic guidance to drive sales growth and expand service center opportunities
• Provide high-level technical direction for diagnosing and resolving complex system issues
• Optimize technician scheduling and resource allocation to improve efficiency and minimize service disruptions
• Track and analyze service center performance, technician productivity, and customer satisfaction
• Prepare reports on contract statuses, operational performance, and service challenges for senior management
• Evaluate trends and project outcomes, recommending process improvements
• Maintain accurate documentation of all service activities and customer interactions
• Utilize ERP systems such as NetSuite to track work orders, manage inventory, and analyze service center performance

Qualifications

• 5+ years of experience in service management, field operations, or technical leadership within LMR, RF, telecommunications, or critical communications industries
• Proven ability to lead and develop field service technicians in a fast-paced environment
• Expertise in resource management, scheduling, and service forecasting
• Strong communication and interpersonal skills, with the ability to collaborate effectively with customers, engineers, and internal teams
• Experience with ERP systems such as NetSuite for tracking service operations, work orders, and inventory

Technical Skills

• Bridges technical expertise with operational leadership, ensuring technicians are equipped, supported, and strategically guided to maintain systems
• High-level understanding of Land Mobile Radio (LMR) systems, or the ability to learn quickly, enabling effective leadership in troubleshooting and issue resolution
• Proficient in diagnosing system challenges, optimizing configurations, and implementing solutions in collaboration with technicians, engineers, and project managers
• Analyzes system test results and technician reports, leveraging team expertise to direct issue resolution and ensure compliance
• Evaluates service quality and performance, working with cross-functional teams to implement corrective actions and optimize configurations

Managerial Skills

• Proven experience leading and mentoring teams, ensuring strong technical performance and professional development
• Strong decision-making skills, capable of managing multiple projects under tight deadlines
• Experience with workload forecasting, staffing planning, and technician scheduling
• Analytical and problem-solving mindset, using data-driven insights to optimize service operations

Preferred Skills

• Experience working with Federal agencies or public safety organizations (e.g., police, fire, EMS, emergency management)
• Project management experience, with proficiency in tools like MS Project, Smartsheet, or similar platforms
• Familiarity with radio or communications systems, particularly in public safety, utilities, or enterprise environments
• Knowledge of two-way radio systems, modern P25 radio architecture, LAN network infrastructure, and civil processes (including construction, grounding, and electrical systems) as they relate to communications infrastructure