• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Ensure responsiveness and first time resolution to installation and trouble call work orders while adhering to company quality and safety standards
• Ensures quality control checks are completed satisfactorily; resolve escalated customer problems as necessary. Provides quality assurance support and direction to field staff regarding new or existing technologies.
• Performs field safety observations and quality control checks in accordance with company TQA requirements. Resolves and proactively prevents customer escalations
• Establishes positive employee relations through effective individual and team communication and provide ongoing support
• Regularly observes and mentors employees in regard to safety, quality, productivity and well-being
• Coordinate and reinforce employee training to ensure Technical Quality Assurance (TQA) standards are met. Performs practical field evaluations to verify technical competencies and safe practices; provides necessary feedback
• Ensures staff has and maintains necessary company-issued tools and equipment
• Facilitates cross-functional communications and cooperation with internal departments and service partners
• Instills knowledge of all company products and services
• Maintains records and documents in accordance with company policies and procedures
• Adheres to industry specific local, state, and federal regulations, as applicable
• Knows, understands and follows company policy
• Performs other duties as requested by manager

• Work indoors in confined space, poorly ventilated areas such as attics during extreme heat or cold
• Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions
• Work in commercial or factory type environments
• Work outdoors in all kinds of weather and at all times of the day or night
• Work performed near power lines and electricity
• Work and travel in inclement weather
• Some work may be performed in an office environment
• Work performed at various heights above ground on telephone/power poles
• Some out of town and overnight travel as the business needs dictate
• Occasionally required to work overtime as the business needs dictate
• Ability to work weekends or a second shift as the business needs dictate

• Ability to read, write, speak and understand English
• Advanced understanding of the TCP/IP stack and associated abstraction layers
• Advanced knowledge of network designs, network architectures, and network topologies
• Basic knowledge using software tools to support the current operations
• Knowledge in basic network devices and network appliances
• Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
• Ability to operate appropriate computer or test equipment associated with position (e.g. signal level meters, ohm meters, etc.)
• Ability to use handheld communication devices and applications
• Work and travel in inclement weather
• Valid driver's license with satisfactory driving record within Company required standards

• Associates degree in electronics or related field, or equivalent work experience
• Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)

• Field Technician work experience preferred - 5
• Supervisory experience in a technical environment preferred or equivalent work experience
• Experience in complex, structure cabling jobs that include interior/exterior installation of Cat5/Cat6 cabling
• Experience in programming and installing routers, Internet gateway services, Layer2/3 Ethernet switches and wireless access points in commercial environments

• Ability to successfully manage face-to-face customer interactions and resolutions
• Demonstrated leadership qualities
• Ability to handle multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to supervise and motivate others
• Moderate knowledge of residential and commercial facility construction design/layout
• Basic knowledge of company products and services

• Supervisory or leadership experience - 1

• Ability to accurately take measurement and apply to position tasks
• Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
• Ability to perform job from high places (i.e. poles and roofs)
• Ability to differentiate between different sizes and colors of wires
• Ability to work with small components and wires to make cable connections
• Ability to make cable connections in tight spaces by bending, reaching, twisting
• Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including ladders, safety equipment and tool belts
• Ability to work while standing 50 - 70% of the time
• Ability to use electric or battery operated hand tools such as drills, hammers, wrenches, screwdrivers

• Ability to communicate effectively with employees, customers, and suppliers in person, on the phone, and/or by written communications in a clear, straight-forward, and professional manner
• Ability to use personal computer and software applications including Microsoft Office

TOP415 2024-32933 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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