Service Delivery Supervisor

Job Title: Service Delivery Supervisor

Classification: Full-Time Non-Exempt At-Will

Reports to: Service Delivery Manager

Department: Customer Support

Location: In Field: Lancaster CA.

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

Beware of recruiting scams posing as Race Communications. You can get more information about Race Communications at 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. 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 Service Delivery Supervisor supports and coordinates the daily activities of field technicians to ensure the efficient delivery of services including surveying and installations for residential homes commercial multi-dwelling units (MDUs) and business customers. This role provides on-the-ground guidance technical assistance and operational support to maintain service quality and customer satisfaction. Strong teamwork problem-solving skills and technical knowledge are essential for effectively assisting technicians and keeping service operations running smoothly.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• A valid drivers licensesubject to successful verification through a DMV check is mandatory
• Minimum of 5 years of experience in telecommunications installation of single family Multi dwelling Units 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
• Strong understanding of SalesForce and Pitstop software
• 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 desirable

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

Essential Duties and Responsibilities:

Team Leadership and Support

• Provides daily guidance and support to field technicians fostering teamwork safety and productivity in alignment with company policies
• Assists in monitoring employee performance and shares feedback with management for coaching and evaluation purposes
• Encourages collaboration and adherence to work standards to ensure operational goals are met

Service Delivery Coordination

• Coordinates daily Service Delivery activities including technician routing work order assignments and scheduling under the direction of the Dispatch Manager
• Monitors progress of field technicians identifies issues and escalates concerns to management as needed
• Supports service installation repair and maintenance activities by assisting technicians and ensuring workflow efficiency

Quality Assurance and Compliance

• Helps ensure field work complies with company policies safety guidelines and industry regulations
• Conducts field checks and reports quality or compliance concerns to management for review
• Assists in implementing corrective actions and participates in training initiatives to maintain high service standards

Technical Support and Assistance

• Provides hands-on technical support to technicians during installations repairs and troubleshooting
• Shares knowledge of tools systems and procedures to help technicians perform effectively
• Keeps current with industry practices and technologies and communicates updates to the team

Customer Support

• Addresses customer concerns and escalations in coordination with the Customer Support team
• Assists in resolving issues promptly to support a positive customer experience

Reporting and Documentation

• Prepares daily or weekly reports on team productivity service levels and field activities for management review
• Tracks data on workload quality and overtime usage and highlights trends or issues for leadership follow-up

After-Hours Support

• Responds to outage occurrences or urgent field needs as assigned
• Supports operations outside of standard hours when required reporting overtime and staffing needs to management
• Documents call-out activity and submits for approval to ensure proper cost tracking

Supervisory Responsibilities:

• Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook
• Provides direct supervision and support to employees regarding team-related issues across various practices within the department ensuring compliance with organizational policies and relevant laws and regulations
• Lead and motivate team members to achieve goals set performance standards and provide constructive feedback through regular evaluations
• Oversee the accurate and timely submission of timecards ensuring compliance with payroll deadlines while addressing discrepancies or issues
• Identify training needs and facilitate professional development to enhance team skills and performance
• Address conflicts and resolve interpersonal issues within the team fostering a positive work environment
• Manage resources effectively ensure the team has the necessary tools to succeed and track progress towards clear aligned objectives
• Ensure compliance with company policies procedures and regulatory requirements while keeping communication open and transparent with team members
• Report team performance and project updates to upper management making adjustments as needed to meet targets
• Supervisory responsibilities may include direct supervision of subordinates along with participating in the hiring process but does not have final authority on hiring or termination decisions training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems

Additional duties as required.

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
• Free Race highspeed internet and phone service where available

All offers of employment are contingent until all pre-employment requirements are met. These requirements 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.

Background Check: Race Communications is a Fair Chance employer abiding by Federal and applicable state Fair Chance Act (s) for all applicants and additionally abides by the LA County Fair Chance Ordinance if you are applying for a position (is) associated with our Lancaster or Palmdale offices. Except as otherwise permissible under applicable laws you will not be asked to provide information about a conviction history unless you receive a conditional offer of employment. Race will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job and will also consider potential mitigating factors including but not limited to evidence and extent of rehabilitation recency of the offense(s) and age at the time of the offense(s). If asked to provide information about a conviction history any convictions or court records which are exempted by a valid court order do not have to be disclosed.

Incoming employees will participate in our Speedway to Success onboarding and orientation program and may be required to travel to an onboarding location other than their designated worksite for the first day. Remote employees may be required to attend in-person orientation and collect their assigned equipment on their first day. Further information will be provided closer to the hire 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.

To arrange reasonable accommodation(s) for qualified individuals with disabilities please contact Recruiting () to initiate the interactive process.

Updated:09/2025