Field Service Technician

WOW! Internet, Cable & Phone•Madison Heights, MI

7d•$22 - $27

About The Position

WOW! is hiring a Field Service Technician for its Field Operations team. The role performs customer-facing installation, maintenance, troubleshooting, and repair of phone, internet, and video services and related cable network equipment. Technicians work independently in assigned neighborhoods, explain technical information to customers, maintain records, and provide professional customer service while meeting WOW! quality and safety standards. The position requires flexible hours, including evenings, weekends, and on-call shifts, as well as work in varied weather and physical environments.

Requirements

Able to explain technical information to customers who are not technically knowledgeable.
Able to work independently.
Able to measure distances accurately using tapes and other measuring devices.
Able to use assigned test equipment, including signal level meters (SLMs) and volt-ohm meters.
Able to accurately maintain records, logs, reports, and work orders.
Able to operate the handheld Field Service Tool application.
Able to handle escalations and time-critical issues.
Able to read street maps.
Able to work flexible hours as required, including evenings, weekends, and on-call shifts.
Must have a valid driver’s license and a good driving record.
Able to work safely near power lines and electrical equipment and drive company vehicles safely.
Able to meet the physical limit requirements of personal protective equipment, aerial lift equipment, ladders, and/or gaffs used in the position.

Responsibilities

Perform new connects, reconnects, disconnects, upgrades, downgrades, and service changes for phone, internet, and video services.
Install and relocate outlets; install or remove converters and cable modems; install interior and exterior wiring; and connect peripheral equipment.
Train customers on the proper use of equipment.
Monitor, repair, and document system, drop, and in-house leakage; assure proper signal levels and picture quality; and identify causes of picture or signal degradation.
Troubleshoot from the consumer device to the tap, and repair or replace components along that path.
Maintain system security by terminating unused ports, tagging drops, and locking pedestals.
Take voltage measurements and apply FCC and NESC technical standards; identify and report noncompliance with FCC, NESC, OSHA, and WOW standards.
Provide superior customer service and maintain a professional appearance and behavior; complete work to WOW! quality standards and maintain excellent attendance.
Manage company motor vehicles according to policy, including equipment and tool inventory, vehicle security, and vehicle maintenance.
Replace defective or damaged tap plates and install new taps.
Test, maintain, splice, repair, and replace coaxial cable.
Test coaxial cable using signal level meters, volt-ohm meters, and spectrum analyzers, and compare findings with documentation.
Perform network troubleshooting, including ping tests, traceroutes, and speed tests.
Perform other assigned duties, which may include training other employees.