Lead Customer Service Technician
Hagerstown, MD

Summary:
This position will actively participate in assisting installation and repair (service) technicians in providing accurate and timely installation and service of broadband products to subscribers such that the Company's quality and customer service standards are maintained.
Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below.

• To help develop Technicians to ensure compliance with company guidelines regarding all key performance indicators (KPI's) including quality, customer service, safety, work-order completion and closeout, and productivity requirements
• Assists in the training and development of technicians and keeps abreast of the most current technology in the broadband industry
• To help and assist the daily activities of technicians so that coverage is at a maximum during peak hours to maintain prompt service
• Assist the Supervisor with all customer escalations
• Ability to effectively communicate with customers, management, supervisors, employees and installation and service partners(contractors)
• Works with managers, supervisors, and employees to promote a positive attitude and good employee morale
• Always maintains a professional appearance and appropriate behavior
• Maintains good attendance
• All other duties as assigned

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:

• Position requires a high school diploma or equivalent
• Basic knowledge of electronics and working knowledge of the operation of an HFC network are required
• Two to four years of experience and related Associate's degree (or equivalent in training and experience) is preferred

Experience/Skills Needed:

• Able to present technical information to a non-technical audience
• Able to work independently
• Able to accurately measure distances using tapes and other measuring devices
• Able to use assigned test equipment including but not limited to signal level meter (SLM), leakage detector, volt ohm meter, sweep receiver, underground locater and TDR
• Able to prioritize and organize assignments and responsibilities
• Able to accurately maintain records, logs, reports, work orders, etc.
• Able to operate office equipment, fax, copier, etc.
• Able to handle escalations and time-critical issues
• Able to read street maps and system design prints
• Able to work flexible hours as required including evenings, weekends and on-call shifts
• Must have a valid driver's license and good driving record

Computer Skills:
Basic computer skills are required including use of email and the Microsoft Office suite.
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work while standing most of the time
• Ability to walk or work over all types of terrain, in all types of weather
• Ability to carry tools and equipment including gaffs, ladders, toolbelts
• Ability to work in tight spaces while bending, twisting and reaching
• Ability to climb poles using gaffs hooks and climbing belts
• Ability to carry, climb and operate extension ladder (approx. 28' & 75lbs)
• Ability to differentiate between different sizes and colors of wires
• Ability to perform work in elevated places (i.e., roofs and utility poles)
• Ability to use drills, hammers, wrenches, screwdrivers and other hand tools
• Ability to work with small components
• Ability to use close vision, peripheral vision and adjust focus
• Ability to work in poorly vented areas such as attics, in extreme temperatures
• Ability to move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp
• Ability to lift up to 90 pounds
• Physically able to work computer equipment and test equipment
• Ability to work in environments that may have dust, dirt, noise, insects and cleaning solutions
• Ability to work safely near power lines and electrical equipment
• Ability to drive Company vehicles in a safe manner

Benefits:
Point Broadband offers a competitive salary in a stable and fast-growing business.

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*

Point Broadband is an equal opportunity employer. For further information, please visit:
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission