Field Equipment Manager

Eastern Communications Ltd.; Washington (District of Columbia); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Annual performance review and bonus

Paid holidays, vacation, and sick days

Ongoing technical training

Company-provided uniforms and safety

Job summary

RACOM, now part of Eastern Communications, seeks a Field Service Manager to lead a team of 5–10 technicians, oversee LMR systems service delivery, and drive operational efficiency. The role blends leadership, customer service, and cross-functional collaboration in a hybrid service-center environment.

You will manage resources, monitor performance, and ensure compliance with industry standards while contributing to sales support and project execution.

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.
• Experience with ERP systems for tracking service operations, work orders, and inventory.

Responsibilities

• Lead and mentor a team of field service technicians to deliver high-quality service.
• Allocate resources and schedule work to meet contractual commitments and customer expectations.
• Collaborate with project managers, sales teams, engineers, and other stakeholders to align service operations with business goals.

Skills

Leadership

Resource management

Scheduling

Communication

Agile

ERP Systems

Tools

MS Project

Smartsheet

Job description

Job Description Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?

Are you interested in being part of a fast-paced, growing company with opportunities to expand your knowledge base across a wide range of mission critical technologies?

RACOM was established in 1972 and designs, sells, installs, and maintains all of the technologies used in the “second half of the 911 response equation” — from the time an emergency dispatcher answers a 911 call to the time police, fire and ambulances arrive on scene, supporting specialized phone systems, pagers, radios, and voice recorders to warning lights and sirens.

RACOM has earned its exceptional reputation for delivering the highest quality products and services over its 40+ year history. In February 2023, Eastern Communications acquired RACOM corporation, and now comprises 250 employees across 17 locations nationwide.

The Field Service Manager leads a team of 5-10 field service technicians, overseeing the installation, maintenance, and troubleshooting of Land Mobile Radio (LMR) systems and other mission-critical communication infrastructure. This role requires high-level technical knowledge, strong leadership skills, and the ability to manage resources, drive service quality, and enhance operational efficiency.

The ideal candidate is a self-starter with a proven track record of leadership in agile, scaling organizations. They will balance team leadership, customer service, sales support, and cross-functional collaboration while ensuring operational success and a seamless service experience. This role also involves contract compliance, performance analysis, and leveraging tools to optimize operations.

Operating in a hybrid work environment, the Service Manager will primarily be based at the service center to lead daily operations while strategically managing on-site visits to customer locations to ensure service quality, and oversee field operations.

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.

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.

• 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.
• Bridges technical expertise with operational leadership, ensuring technicians are equipped, supported, and strategically guided to maintain systems.
• Proficient in diagnosing system challenges, optimizing configurations, and implementing solutions in collaboration with technicians, engineers, and project managers.
• Evaluates service quality and performance, working with cross-functional teams to implement corrective actions and optimize configurations.
• 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.
• police, fire, EMS, emergency management).
• Project management experience, with proficiency in tools like MS Project, Smartsheet, or similar platforms.
• 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.

• Health, dental and vision insurance
• ~Annual Performance Review and Accompanied bonus
• ~ Paid holidays, vacation and sick days
• ~ Ongoing technical training
• ~ Company-provided uniforms and safety equipment
• ~ Salary does not include benefits and/or annual bonus.