Communication Services Technician (Install & Repair)
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About The Position
The Communication Service Technician at FOCUS Broadband plays a vital role in representing the company's brand by delivering exceptional customer education and service to both external and internal customers. This position requires the application of critical thinking and technical skills to install and repair services related to modems, fiber optic cables, routers, switches, Optical Network Terminals (ONTs), and Multiple Dwelling Units (MDUs). Technicians receive their assignments through an online ticketing system and maintain communication with dispatch and the foreman. The primary focus of a Communications Services Technician is on technical opportunities that involve customer interaction, technical problem-solving, and a strong commitment to safety and resource management. Essential requirements for this role include a strong work ethic, dedication, commitment, problem-solving, and troubleshooting skills, as the position involves resolving various technical issues and challenges. The technician must be able to navigate through crawl spaces and attics, including restricted movement areas, sometimes using extension ladders. Driving is also a key component of the job, as the technician will travel between residential properties and other designated locations throughout each workday. Providing excellent customer service and educating customers on product usage, setup, and maintenance is crucial for ensuring a positive customer experience. Adherence to safety protocols, including the use of hand and power tools, ladder safety, and proper personal protective equipment (PPE), is a top priority to ensure the safety of both employees and customers. The technician must also maintain accurate records of inventory equipment and materials used for installations and repairs, ensuring efficient resource management. Coordination with the warehouse for equipment and materials is essential to ensure that necessary resources are available when needed and that unused materials are adequately managed. Additional responsibilities may include undertaking other job-related tasks as assigned by upper management. The position requires physical capabilities to handle a medium workload, which includes lifting, carrying, pushing, or pulling objects, and may involve walking, standing, and crouching for periods while interacting with customers. The working environment includes tight spaces, crawl spaces, or attics with poor ventilation, and the technician must be prepared to work in various conditions, including dirt, heat, cold, and noise.
