Field Service Technician

WideOpenWest•Madison Heights, MI

About The Position

WOW! is hiring a Field Service Technician for its Field Operations team. The role involves installing, maintaining, troubleshooting, and repairing phone, internet, and video services and related cable network components in customers’ homes and assigned neighborhoods. Technicians interact directly with customers, explain technical information in nontechnical terms, and provide training on equipment use. The work is hands-on and includes operating company vehicles, using tools and test equipment, and working outdoors and in varied conditions. The stated hourly pay is $21.50–$26.50, based on experience. WOW! describes opportunities for career growth and support from a supervisor. The position requires flexible hours, including evenings, weekends, and on-call shifts, and has substantial physical and environmental demands.

Requirements

Ability to interact with customers and present technical information to a nontechnical audience.
Ability to work independently and handle escalations and time-critical issues.
Ability to accurately measure distances using tapes and other measuring devices.
Ability to use assigned test equipment, including signal level meters and volt-ohm meters.
Ability to accurately maintain records, logs, reports, and work orders.
Ability to operate a handheld Field Service Tool application.
Ability to read street maps.
Ability to work flexible hours as required, including evenings, weekends, and on-call shifts.
Valid driver’s license and good driving record.
Ability to work while standing most of the time and walk or work over varied terrain in all types of weather.
Ability to carry tools and equipment and to carry, climb, and operate an approximately 28-foot, 75-pound extension ladder.
Ability to work in tight spaces while bending, twisting, and reaching, and to perform work in elevated places such as roofs and utility poles.
Ability to differentiate wire sizes and colors and work with small components.
Ability to use drills, hammers, wrenches, screwdrivers, and other hand tools.
Ability to use close and peripheral vision and adjust focus.
Ability to work in poorly ventilated areas such as attics and in extreme temperatures, and in environments that may contain dust, dirt, noise, insects, or cleaning solutions.
Ability to move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp.
Ability to lift up to 90 pounds and to use computer and test equipment.
Ability to work safely near power lines and electrical equipment and drive company vehicles safely.
Ability to meet physical limits for 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, wiring, converters, and cable modems; connect peripheral equipment.
Train customers on the proper use of equipment and provide superior customer service.
Monitor, repair, and record system, drop, and in-house leakage; assure proper signal levels and picture quality.
Identify causes of picture or signal degradation and troubleshoot from the consumer device to the tap.
Troubleshoot, repair, and replace components between the tap and consumer device.
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.
Maintain accurate records, logs, reports, and work orders, and operate the handheld Field Service Tool application.
Complete work to WOW! quality standards and maintain excellent attendance and a professional appearance and behavior.
Manage company vehicle responsibilities under company 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 cable with specified equipment 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.