Field Services Lead

Metronet•Grand Rapids, MI

80d

About The Position

As a Field Services Lead you will ensure efficient and timely completion of customer fulfillment requests for installation and repair. The position assists the field operations supervisor with work shift scheduling, determining needs for equipment and supplies, and completing site surveys for complex installations. This position is responsible for maintaining optimum operating specs, assisting in the daily operations of the department and providing support and technical assistance in a manner consistent with company policies, procedures and applicable local, state and federal regulations.

Requirements

High School Diploma or GED.
1-2 years of experience in the telecom industry.
Physical ability to work from a kneeling or standing position for long periods.
Physical ability to work various in conditions, including working in attics, crawl spaces, and in adverse weather conditions.
Physical ability to climb ladders with proper equipment up to 25 feet (safety belt, safety strap, hard hat, and other equipment as needed).
Able to lift and carry loads of up to 75lbs including ladder.
Ability to work with basic hand tools and other specialized equipment with training.
Operate and maintain company vehicle/equipment safely and professionally.
Valid driver's license/satisfactory driving record
Willingness to work as a team and independently.
Must be legally authorized to work in the U.S.
Must be detail oriented and able to meet deadlines as well as handle confidential information.
Is neat with self as well as with equipment/company vehicle, and conduct self in a respectable, responsible and courteous manner.
On call hours: will be available to perform tasks, responsibilities or special assignments required by the system during non-business hours.
Maintain records including daily logs, gas sheets, etc. as required; properly record all required information on work orders, surveys, referrals, etc.

Responsibilities

Perform installations for video, voice, and Internet services for single, multi-family dwellings, and/or commercial buildings, including, all necessary wiring (interior and exterior) and hardware. Install additional outlets, install or remove converters for all broadband services offered by system; Connect various options available with customer's equipment (PIP, gaming devices, A/B switch, telephone handsets, caller id devices, etc.)
Provide customer education on features and use of services, channel lineups, proper equipment usage; promote additional Metronet services, and accessing help online. Assists customers with set up of e-mail accounts and home networking devices.
Help field technicians as needed with complex installations, disconnects, and service changes.
Assist with field training for new and existing technicians
Serve as a customer advocate and ensures customer concerns are addressed with a positive experience and outcome for the customer.
Perform routine troubleshooting for service affecting issues with service drops and customer premise equipment.
Troubleshoots service-affecting problems with the distribution fiber from the LCP cabinet to the drop terminal and provides findings to OSP maintenance team.
Maintain optimum operating specs throughout the entire system.
Use optical power meters, OTDR's and, other optical test equipment
Use of Telephony test equipment butt set, noise meters, VOM etc.
Splice aerial/underground fiber cable and equipment to restore cable plant to system specifications.
Repair and/or replace damaged aerial/underground plant