Service Delivery Technician Lead - Lancaster, CA

Race Communications•Lancaster, CA

16h•Onsite

About The Position

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose. As the Service Delivery Technician Lead, you will play a critical role in overseeing and coordinating service delivery operations, ensuring the successful installation, activation, maintenance, and support of telecommunications services. Your strong technical expertise, leadership skills, and commitment to excellence will drive service quality and customer satisfaction. The Service Delivery Technician Lead is responsible for guiding a team of Service Delivery Technicians and coordinating contractor activities to ensure all service requests, installations, and repairs are completed safely, efficiently, and to the highest quality standards. This role supports 24/7 operations and may require nights, weekends, holidays, overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance.

Requirements

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
High School Diploma or GED or equivalent combination of education and experience is preferred
A valid driver's license, subject to successful verification through a DMV check, is mandatory
Proven experience leading service delivery teams and managing field technicians in a telecom or similar environment
Strong background in installation, activation, and troubleshooting of network or service systems
Experience coordinating cross-functional teams to meet service level agreements (SLAs) and operational goals
Demonstrated ability to manage contractors, vendors, and third-party service providers
Experience working in MDU/HOA environments, including build-outs, activations, and property coordination
Solid understanding of service operations, workflow prioritization, and dispatch management
Ability to work nights, weekends, holidays, and overtime, and travel overnight as needed to support emergency response, outage restoration, and urgent maintenance for 24/7 operations
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
Functional use of common office equipment, computers, and office software

Nice To Haves

Bilingual communication skills are considered a plus, particularly when serving diverse communities

Responsibilities

Serve as the primary point of contact for the Service Delivery Technician team
Lead, coach, and support technicians to ensure efficient service execution
Provide technical guidance for complex service issues and escalations
Plan, organize, and prioritize service delivery activities to meet SLAs
Coordinate with network operations, engineering, customer support, community development and construction teams
Ensure timely completion of installations, activations, and service requests
Coordinate and manage contractors performing service delivery work within MDU (Multi-Dwelling Unit) and HOA environments
Oversee build-out activities, including unit activations, infrastructure readiness, and service turn-ups
Ensure all contractor work adheres to Race Communications processes, standards, and policies
Act as the primary liaison between contractors, property management, HOAs, and internal teams
Monitor contractor performance, quality of work, and adherence to timelines and SLAs
Conduct quality inspections and enforce corrective actions when standards are not met
Ensure proper documentation, permitting requirements, and site-specific guidelines are followed
Support planning and coordination of new MDU/HOA service rollouts
Oversee service installations, activations, and upgrades
Ensure adherence to company standards, safety protocols, and quality expectations
Support troubleshooting and resolution of service issues to minimize downtime
Conduct audits and quality checks on completed service work (internal and contractor)
Ensure service delivery meets company standards and customer expectations
Drive continuous improvement in service delivery processes
Address escalated customer and property management concerns
Maintain a professional and customer-focused approach
Partner with customer support teams to improve satisfaction
Operates mechanized equipment such as a bucket truckw and trencher
Climbs poles up to 40 feet and operates in bucket trucks with 32’ plus ladders
Manages deployment and removal of traffic control devices to ensure safety in work areas on streets or roadways
Adheres to and operates within the weight capacity limits specified by manufacturers for equipment and machinery: Bucket Truck: 350-pound manufacturers maximum load capacity
Ladders: 300-pound manufacturers maximum load capacity
Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties
Maintains a clean driving record as defined by the current fleet insurance underwriter
Spends a significant portion of the workday traveling in a vehicle visiting various locations and spending time both indoors and outdoors, including businesses and/or residents depending on the nature of the job
May be required to work overtime, after hours, on weekends, for emergencies, or be on-call as needed to ensure work is completed
Adheres to safety protocols and guidelines outlined in the Race employee handbook and job description to promote a safe work environment
Additional duties as required

Benefits

100% Company-Paid Medical and Dental Benefits
Free Fiber Internet Service
Join a tight-knit crew—no faceless corporation vibes here
Growth potential: promotions and new challenges are part of our DNA
Competitive base salary
Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
PTO (vacation, sick)
11 paid holidays
Paid birthdays
401k matching (4%)
Free fiber internet service for all employees living in our service area
A culture built on integrity, mutual respect, and a shared purpose