Service Technician

About the role

HBC is a leading provider of delivering FTTH (Fiber-To-The-Home) Broadband services to both residential and business customers. As our company continues to grow, we are seeking skilled Service Technicians to join our team who are passionate about delivering exceptional customer experiences while supporting the expansion of cutting-edge fiber broadband technology across our communities.

Primary Responsibilities

• Install, connect, troubleshoot, repair, and configure FTTH equipment and services at residential and commercial customer locations.
• Ensure that the installation follows company standards and customer requirements.
• Test and verify that the broadband services are functioning correctly.
• Test and locate trouble within the broadband system, replace or repair defective equipment, and ensure proper craftsmanship and care for Fiber Optic components and network.
• Troubleshoot and diagnose connectivity issues and equipment malfunctions.
• Perform repairs and maintenance on FTTH infrastructure, including optical network terminals (ONTs), routers, and related equipment.
• Replace or upgrade faulty components or equipment to ensure reliable service.
• Install, splice, repair, and maintain aerial, buried, underground, and customer premise fiber optic and copper facilities where applicable.
• Use various diagnostic tools and test equipment to identify defective cable, locate faults, and verify service restoration.
• Respond to service trouble dispatches and provide technical troubleshooting support to resolve customer-impacting issues efficiently.

Customer Experience & Sales

• Provide excellent customer service by addressing customer inquiries and resolving technical issues.
• Educate customers on the services being provided, instruct them on the proper use of equipment, propose solutions, and describe the advantages of and sell additional services.
• Exceed customer expectations by performing extraordinary customer service, identifying customer needs, and proactively educating customers on HBC products and service solutions including Internet, Video, Voice, and managed services.
• Seek sales opportunities through customer interactions and help customers understand the value of enhanced broadband solutions.

Quality Assurance & Documentation

• Conduct regular testing and quality assurance checks on the FTTH network to ensure optimal performance and reliability.
• Maintain accurate records of service calls, installations, repairs, and customer interactions.
• Update customer account information and service records as required.

Professionalism and Safety

• Maintain an appropriate and professional image of the company through personal appearance, demeanor, driving habits, and interactions with customers.
• Adhere to safety protocols and guidelines to ensure a safe working environment for yourself and others.
• Support HBC’s safety mission of “Home Safe, Every Day” by proactively identifying hazards and following all field safety procedures.
• Stay up to date with the latest FTTH technology and best practices through company provided ongoing technical training and certification programs.

Qualifications

• Valid and clean driver’s license
• High school diploma or GED equivalent
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation
• Able to locate and mark underground services utilizing test equipment, prints, and data base mapping software
• Knowledge and experience splicing and repairing fiber
• Knowledge and experience working with electronics, DC power, and fiber optic equipment
• Availability for on-call/standby responsibilities and willingness to work overtime as business needs require
• Able to properly operate small hand tools, power tools, and test equipment
• Able to work independently and plan to complete projects
• Strong computer skills in Word and Excel
• Able to accurately measure distances using tapes or other measuring devices
• Able to differentiate between different sizes and colors of wires/cables
• Knowledge of and ability to comply with all OSHA, FCC, NEC, and local ordinances
• 1 - 2 years of CATV or other relevant technical/electronic experience
• Good customer relations and communication skills are required

Benefits

• Family Medical (3 plans to choose from)
• Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays
• Pay Rate: $18-$21/hour