Field Service Technician

WOW! Internet, Cable & Phone•Livonia, MI

55d•$22 - $26•Onsite

About The Position

WOW! is hiring a hands-on, customer-facing Field Service Technician to install, maintain, and troubleshoot internet, phone, and video services in assigned neighborhoods. The role involves working independently in the field, resolving service issues, educating customers, and delivering dependable customer service. The position is performed indoors and outdoors in varied environments and requires physical work, safe operation of tools and equipment, and driving a company vehicle.

Requirements

Strong customer service and communication skills, including the ability to explain technical information in an easy-to-understand way.
Ability to work independently, manage priorities, and respond to time-sensitive issues.
Comfort using hand tools, testing equipment, and mobile applications.
Ability to accurately maintain records, work orders, and service documentation.
Ability to read maps and navigate assigned service areas.
Availability to work a flexible schedule, including evenings, weekends, and on-call shifts.
Valid driver’s license and a good driving record.
Ability to stand and walk for extended periods across different types of terrain.
Ability to work outdoors in varying weather conditions and temperatures.
Ability to carry, climb, and safely operate an extension ladder approximately 28 feet long and weighing up to 75 pounds.
Ability to lift and carry up to 90 pounds.
Ability to work at elevated heights, including roofs and utility poles.
Ability to work in tight or poorly ventilated spaces, including attics and crawl spaces.
Ability to bend, twist, kneel, crouch, crawl, reach, push, pull, and grasp.
Ability to safely use drills, hammers, wrenches, screwdrivers, and other hand tools.
Ability to work with small components and distinguish between different wire sizes and colors.
Ability to use close and peripheral vision and adjust visual focus.
Ability to work in environments that may contain dust, dirt, noise, insects, or cleaning solutions.
Ability to work safely near power lines and electrical equipment.
Ability to safely operate a company vehicle.
Ability to meet the physical requirements for applicable personal protective equipment, aerial lifts, ladders, and climbing equipment.

Nice To Haves

Experience using signal level meters, volt-OHM meters, spectrum analyzers, or similar testing equipment.

Responsibilities

Complete new installations, reconnections, disconnections, upgrades, downgrades, and service changes.
Install and relocate outlets, modems, converters, wiring, and related equipment.
Troubleshoot service issues from customer equipment to the network tap.
Test, maintain, splice, repair, and replace coaxial cable and related components.
Perform network troubleshooting, including ping tests, traceroutes, and speed tests.
Check signal levels, picture quality, voltage, and system performance.
Identify and correct causes of signal degradation or service interruptions.
Educate customers on how to properly use their equipment and services.
Monitor and repair system, drop, and in-home signal leakage.
Maintain system security by securing unused ports, drops, and pedestals.
Complete work orders, service records, logs, and reports.
Maintain assigned tools, equipment, inventory, and company vehicle.
Follow WOW!, FCC, NESC, and OSHA safety and technical standards.
Deliver friendly, professional, and dependable customer service.
Support and train other employees when needed.
Complete other duties as assigned.