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.
• Oversees system installations and maintenance, ensuring all work meets all requirements.
• 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.

Benefits We Can Offer You:

• Health, dental and vision insurance
• 401k and company match
• Annual Performance Review and Accompanied bonus
• Paid holidays, vacation and sick days
• Ongoing technical training
• Advancement opportunities
• Company-provided uniforms and safety equipment
• Safe, clean & friendly work environment