Technician, Customer and Network Facing

Cogeco•Grasonville, MD

25d•Onsite

About The Position

The Customer and Network Facing Technician is a universal field technician who, under general supervision, installs, services, troubleshoots, repairs, and maintains cable television, internet, and telephony systems for residential and business customers. The role supports service growth and quality across Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks, including installation setup, testing, and maintenance of current and future products and services. The technician ensures services meet or exceed company and industry performance standards and comply with applicable FCC requirements and protocols. The position includes work on customer premises and network infrastructure, use of test equipment, restoration of outages, completion of work orders and records, and coordination with dispatch, supervisors, other technicians, and Headend personnel. Technicians drive company vehicles between locations and work outdoors and in varied environments, including confined spaces, elevated locations, and changing weather conditions. The role requires professional customer interactions, compliance with safety policies, and the ability to work scheduled and unscheduled hours and overtime, including on-call rotation, when operational or customer needs require it.

Requirements

Demonstrated proficiency in Core Technician skillsets.
Valid state driver's license and a good driving record meeting company standards.
Certifications and licenses required by applicable state and municipal laws.
Successfully meet and maintain additional background check requirements for specialized projects or services.
At least one year of direct customer service experience.
PC and Windows software skills.
Ability to work required shifts and overtime when necessary, including scheduled and unscheduled days and beyond regular hours, including on-call rotation, based on customer or operational demands.
Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, and other documents.
Ability to write routine reports and correspondence and communicate professionally and effectively with customers, vendors, and employees.
Ability to apply basic mathematics, algebra, and geometry and use common sense to follow written, oral, or diagram-based instructions.
Ability to accurately measure distances using tapes or other measuring devices.
Ability to follow local and federal regulations and company policies.
Ability to carry, climb, and operate extension ladders up to 32 feet and carry loads up to 75 pounds.
Ability to operate aerial lift equipment rated for a maximum total load capacity of 350 pounds.
Ability to differentiate between wire sizes and colors.
Ability to drive company vehicles safely and responsibly; ability to drive a commercial vehicle, with a DOT physical potentially required.
Ability to make cable connections in tight spaces by bending, reaching, and twisting.
Ability to operate computers and test equipment associated with the position.
Ability to prioritize and organize effectively.
Ability to carry and use a variety of hand tools, power tools, and equipment.
Ability to frequently bend, stoop, and crawl.
Ability to lift an 88-pound power supply from the floor to 42 inches.
Ability to perform the described physical activities, including standing and walking frequently; pushing, pulling, grasping, reaching, climbing, sitting occasionally, and bending, twisting, pivoting, stooping, squatting, crouching, kneeling, crawling, and operating foot pedals.
Ability to climb ladders and/or utility poles and work at heights, including on roofs.
Ability to work in small or confined spaces such as crawl spaces and attics; tolerate typical controlled residential and commercial work environments and uncontrolled heat and cold for extended periods.
Ability to work outdoors in extreme weather and varied topographic conditions, including wet and dry locations.
Travel as business needs dictate.

Nice To Haves

Three or more years of work experience in a comparable field, such as a related hands-on trade role; a one-year college or technical-school certificate; or an equivalent combination of education and experience.
High school degree or GED equivalent; post-high-school education is a plus.
Spanish proficiency, desirable in some locations.

Responsibilities

Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
Perform preventive maintenance and repair of HFC and FTTH networks and associated equipment in accordance with company engineering standards.
Read and accurately interpret system and network design maps.
Install and replace HFC physical plant components, including coax, actives, passives, grounding systems, pedestals, riser guards, and conduit, according to technical specifications.
Identify and repair upstream and downstream ingress; complete end-of-line network testing to technical specifications.
Test HFC network components using signal level meters, volt-ohm meters, leakage detectors, TDRs, and OTDRs.
Maintain, troubleshoot, and update records for standby power supplies according to technical specifications.
Troubleshoot and repair basic RF, AC, and DC distribution problems in the forward and reverse plant; restore system service outages.
Perform CLI rideouts and monitor and repair signal leakages.
Maintain tools and equipment inventory; secure and stock the assigned vehicle and equipment.
Complete work orders accurately and on time, and track productivity through company applications such as NRBY, WFX, Stratusync, and iGlass.
Work with Headend personnel to OTDR damaged fiber and assist with projects such as Remote Phy, 5-85 Mhz, node activation, and end-to-end testing on new properties.
Prepare for daily assignments by requisitioning warehouse supplies and stocking the vehicle as needed.
Maintain the company truck and other equipment according to service requirements and safety guidelines.
Drive a company vehicle safely and courteously between office or home, warehouse, and work sites, in accordance with laws and company policies.
Communicate with dispatch for assistance, updates on current installations, and new service requests; consult supervisors and technicians as needed.
Interact professionally and courteously with customers, including in response to escalations and repeated concerns.
Educate customers about existing and new services and promote other company services.
Comply with all safety procedures and policies.

Benefits

Competitive salary
Medical coverage, including prescription and vision plans
Dental coverage
Life insurance equal to one times salary at no cost to the employee
Long- and short-term disability insurance at no cost to the employee
Voluntary employee, spousal, and child life insurance
Company-recognized holidays and additional floating holidays
Paid Time Off programs
Comprehensive Flex Work Policy
401(k) plan eligibility with a company match of 50% up to 5% of eligible contributions
Participation in the Employee Bonus Plan
Participation in the Cogeco Stock Purchase Plan
Complimentary and discounted broadband services for employees in the service area
Tuition reimbursement
Headspace membership
BetterHelp membership
LinkedIn Learning subscription opportunities for select colleagues