Service Delivery Technician I - Rockford

About the role

A frontline, customer-facing member of the operations team responsible for performing and supporting FTTH (Fiber to the Home) installation, including basic troubleshooting of connectivity issues in residential environments. This role requires technical knowledge, physical endurance, and exceptional communication skills.

Responsibilities

• Perform FTTH fiber installations and service repair calls at residential locations.
• Conduct fiber signal performance testing (e.g., light/speed tests) using a signal meter and test cord.
• Execute Wi-Fi signal mapping and recommend mesh network extensions (e.g., Eero placements).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Apply basic electronics, connectivity principles, and diagnostic procedures.
• Competently climb ladders on poles and other network elements.
• Safely lift, carry, and maneuver equipment weighing 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 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; escalate issues to sales when necessary.
• 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.

Requirements

• High school diploma or equivalent.
• Valid driver’s license with an acceptable driving record.
• Ability to lift and maneuver objects weighing 75+ pounds regularly.
• Willingness to travel up to 100% of the time across the service region (Michigan, Indiana, Illinois).
• 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.
• Ability to work flexible schedules, including weekends and on-call rotations.
• Regular, consistent, and punctual attendance is essential.