New York Field Service Manager

Eastern Communications•New York, NY

5d•Hybrid

About The Position

Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 45+ year history. In February 2023, we acquired Iowa-based RACOM Corporation, and in November 2025, acquired PMC Wireless in Hazlet, NJ, creating one of the largest nationwide mission critical communications companies in the United States. 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. The Service Manager will primarily be based at our Long Island City Service Center while strategically managing on-site visits to customer locations to ensure service quality, and oversee field operations.

Requirements

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.
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.
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.

Nice To Haves

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.

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.