Field Services Center Technician I (Install Services Scheduler)

GFiber•Austin, TX

10d

About The Position

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet. The Field Services Center Technician supports GFiber’s Install and Repair technicians with Wired and Wireless customer installation and service on a rotating schedule. The Install Services Scheduler position is focused on installing and servicing GFiber Services in the customer’s premise. The Field Operations team is responsible for the installation, maintenance, and repair of residential and small business services. For the Install Services Scheduler, primary responsibilities will require an understanding of how to manage install and repair work schedules as well as optimize field service platforms for efficient operations. The Install Services Scheduler will be required to work 40 plus hours per week, and must have the ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts.

Requirements

1 year in Telecommunications or other fulfillment related services
1 year of experience managing diverse relationships with contractors and vendors
1 year experience with field services dispatch in telecom or similar industry.
Ability to work non-standard working hours including nights, weekends, holidays, and differing work rotations/shifts
Proficient with computers

Nice To Haves

Ability to operate Google Workspace, Oracle Field Services Cloud (OFSC), and Salesforce applications (FSL).
3 years experience with field services dispatch in telecom or similar industry

Responsibilities

Creation of daily schedule/routes for Installation and Repair of GFiber Services
Routing GFiber Installation resources in real time
Troubleshooting routes and adjusting based on defined priorities
Maintaining field service platforms routing logic and technician registration
Escalation management of routes/appointments. This includes phone and chat contact with Install and Repair technicians to assist with dispatch related issues.
Executes well defined processes and procedures requiring strong attention to detail with operational excellence; and offers guidance to teammates
Navigates complex customer interactions with exceptional client service, professionalism, and thoroughness