Service Delivery Technician I - Monroe, MI

Responsibilities

• Perform FTTH fiber installations and some service repair calls at residential locations.
• Conduct fiber signal performance testing (e.g., light/speed tests) by using a signal meter and test cord.
• Ability to execute Wi-Fi signal mapping and extension recommendation ideas for mesh networks (Eero placements).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Understand and apply basic electronics, connectivity principles, and diagnostic procedures.
• Climb ladders on poles and other network elements.
• Safely lift, carry, and maneuver equipment of 75+ pounds with or without assistance.
• Maintain company truck, tools, and personal safety gear per operational and safety guidelines.
• Work outdoors in various weather conditions, including rain, snow, heat, and ice.
• Operate a company vehicle safely between job sites and in accordance with company policy.
• Interact professionally and courteously with customers during all service calls.
• Explain service details, billing, and equipment features; answer related questions.
• Support the sale of Surf Internet products and services, when necessary, contact sales for Escalation issues.
• De-escalate and resolve repeat customer concerns and service complaints.
• Promote Surf Internet products and services to generate upgrades or additional accounts.
• Monitor job schedules, receive updates, and communicate using CRM and field service software.
• Prepare daily work assignments by requisitioning equipment and loading the service vehicle.
• Provide accurate, timely updates and documentation of service tickets and job statuses.
• Participate in regular team meetings, training sessions, and cross-department communications.
• Adhere to all Surf Broadband Solutions procedures, safety regulations, and performance expectations.

Qualifications

• High school diploma or equivalent
• Valid driver’s license with an acceptable driving record
• Ability to lift and maneuver objects 75+ lbs. regularly
• Willingness to travel up to 100% of the time across the service region
• Comfortable working at elevated heights and in adverse weather conditions
• Strong self-management, problem-solving, and customer service skills
• Experience with CRM software, Google Docs, and basic computer tools
• Must be able to work flexible schedules, including weekends and on-call rotations
• Regular, consistent, and punctual attendance is essential