Technician, Customer and Network Facing

About the role

The Customer and Network Facing Technician is responsible for performing field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems. This role supports the growth of the system by ensuring the quality performance of technical services, installation setup, testing, and maintenance of all current and future products and services over Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks.

This role also involves complying with FCC requirements and protocol, maintaining the quality of services provided to end-users, and adhering to company engineering standards.

Responsibilities

• Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
• Perform preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
• Read and accurately interpret system/network design maps.
• Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
• Identify and repair upstream and downstream ingress.
• Complete end-of-line network testing to meet technical specifications.
• Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
• Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
• Restore system service outages.
• Perform CLI rideouts and monitor and repair signal leakages.
• Maintain tools and equipment inventory.
• Accurately complete work orders in a timely manner.
• Maintain, secure, and stock assigned vehicle and equipment.
• Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
• Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
• Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
• Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
• Consult with supervisor and other technicians for advice and assistance as needed.
• Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
• Educate customers regarding their existing and new services and promote other company services.
• Comply with all safety procedures and policies.

Requirements

• Demonstrated proficiency in Core Technician skillsets.
• Valid state driver’s license and a good driving record within Company required standards.
• Successful completion of additional background check requirements for specialized projects/services.
• Minimum of 3 years or more of work experience in a comparable field (e.g., related hands-on trade role) or a one-year certificate from college or technical school; or equivalent combination of education and experience.
• Minimum of one year of direct customer service experience.
• PC and Windows software skills.
• Able to work required shifts and overtime (if necessary), including regularly scheduled days as well as unscheduled days and beyond regular work hours (including on-call rotation) due to customer or operational demands.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to communicate professionally and effectively with customers, vendors, and employees.
• Able to apply concepts of basic mathematics, algebra, and geometry.
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Able to accurately measure distances, using tapes or other measuring devices.
• Able to adhere to Local, Federal regulations and Company policies.
• Able to carry, climb, and operate extension ladders up to and including 32’ high and up to 75 pounds.
• Able to operate aerial lift equipment rated with a 350lb maximum total load capacity.
• Able to differentiate between different sizes and colors of wires.
• Able to drive company vehicles in a safe and responsible manner.
• Able to make cable connections in tight spaces by bending, reaching, twisting.
• Able to operate appropriate computer or test equipment associated with position.
• Able to prioritize and organize effectively.
• Able to carry and use a variety of hand tools, power tools and equipment.
• Able to frequently bend, stoop, and crawl.
• Able to occasionally sit and climb ladders/stairs; perform fine motor and pinching movements, and pivot with feet and bend, twist, and laterally flex back & reach at overhead shoulder, knee, and floor levels, squat, kneel, and crawl and press foot pedals.
• Able to stand and walk and push/pull with arms and grasp with hands & reach at waist.
• Able to climb ladders and/or utility poles and work in high places including roofs.
• Able to work in small / confined spaces (such as crawl spaces and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time.
• Able to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.
• Able to travel as business needs dictate.

Qualifications

• High school degree or GED equivalent preferred; post-high school education a plus.
• Spanish proficiency is desirable in some locations.

Benefits

At Breezeline, we offer a vibrant workplace culture and excellent career opportunities. We believe in promoting opportunities internally to ensure that you are never static in your career with us. We also provide a range of benefits to support your overall well-being, including discounted services, cutting-edge technology, and a supportive community.

Pay

Compensation is competitive and commensurate with experience and qualifications. Details will be provided during the interview process.

Schedule

Regular working hours are typically Monday through Friday, with occasional evening and weekend work as needed. Specific schedules will be discussed during the hiring process.