Field Services Lead - Colorado Springs, CO

Metronet•Colorado Springs, CO

1d•Onsite

About The Position

The Field Services Lead ensures efficient and timely completion of customer fulfillment requests for installation and repair. The role assists the field operations supervisor with work shift scheduling, equipment and supply needs, and site surveys for complex installations. It supports daily department operations, maintains optimum operating specifications, and provides technical assistance in accordance with company policies and applicable regulations. The position performs customer installations and repairs for video, voice, and internet services in residential and commercial buildings. It supports technicians with complex work, provides training, troubleshoots customer-premise and fiber-distribution issues, and helps restore cable plant to system specifications. The Field Services Lead also educates customers about services and equipment, promotes available services, and advocates for positive resolution of customer concerns.

Requirements

High school diploma or GED.
1–2 years of experience in the telecommunications industry.
Ability to work for extended periods in kneeling or standing positions.
Ability to work in varied conditions, including attics, crawl spaces, and adverse weather.
Ability to climb ladders up to 25 feet while using required safety equipment.
Ability to lift and carry up to 75 pounds, including a ladder.
Ability to use basic hand tools and specialized equipment after training.
Valid driver’s license and satisfactory driving record.
Willingness to work both independently and as part of a team.
Legally authorized to work in the United States.
Detail-oriented and able to meet deadlines and handle confidential information.
Maintain a neat appearance and keep equipment and company vehicle neat; conduct oneself respectfully, responsibly, and courteously.
Available for on-call work during non-business hours.

Responsibilities

Install video, voice, and internet services in single-family, multi-family, and commercial buildings, including necessary interior and exterior wiring and hardware.
Install additional outlets and install or remove converters for broadband services; connect customer equipment and available service options.
Educate customers about service features, channel lineups, equipment use, online help, and additional Metronet services.
Assist customers with email accounts and home-networking device setup.
Help field technicians with complex installations, disconnects, and service changes.
Assist with field training for new and existing technicians.
Advocate for customers and ensure their concerns are addressed positively.
Troubleshoot service-affecting issues involving service drops and customer-premise equipment.
Troubleshoot fiber-distribution problems between the LCP cabinet and drop terminal and report findings to the OSP maintenance team.
Maintain optimum operating specifications throughout the system.
Use optical power meters, OTDRs, and other optical test equipment, as well as telephony test equipment such as butt sets, noise meters, and VOMs.
Splice aerial and underground fiber cable and equipment to restore cable plant to system specifications.
Repair or replace damaged aerial and underground plant.
Assist the field operations supervisor with work shift scheduling, equipment and supply needs, and site surveys for complex installations.
Operate and maintain company vehicles and equipment safely and professionally.
Remain available for on-call tasks, responsibilities, or special assignments during non-business hours.
Maintain daily logs, gas sheets, work orders, surveys, referrals, and other required records.