Technician, Customer and Network Facing

Cogeco•Cumberland, MD

11d

About The Position

Under general supervision, the Customer and Network Facing Technician is a universal technician that is responsible for performing field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems. This role supports the growth of the system by ensuring the quality performance of technical services, installation setup, testing, and maintenance of all current and future products and services over Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks. The incumbent ensures the quality of services provided to end-users meets or exceeds established industry and company performance standards and complies with FCC requirements and protocol.

Requirements

Demonstrated proficiency in Core Technician skillsets.
Valid state driver’s license and a good driving record within Company required standards.
Certifications and licenses, as required by state and municipal laws.
Successfully meet (and maintain) additional background check requirements for specialized projects/services.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Communicates professionally and effectively with customers, vendors, and employees.
Ability to apply concepts of basic mathematics, algebra, and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to accurately measure distances, using tapes or other measuring devices.
Ability to adhere to Local, Federal regulations and Company policies.
Ability to carry, climb, and operate extension ladders up to and including 32’ high and up to 75 pounds.
Ability to Operate Aerial Lift Equipment rated with a 350lb maximum total load capacity.
Ability to differentiate between different sizes and colors of wires.
Ability to drive company vehicles in a safe and responsible manner.
Ability to make cable connections in tight spaces by bending, reaching, twisting.
Ability to operate appropriate computer or test equipment associated with 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.
Requisite ability to drive commercial vehicle (DOT physical may be required).
Ability to lift an 88lb power supply from floor to 42”.
Occasionally sit and climb ladders/stairs; performs fine motor and pinching movements, and pivots with feet and bends, twists, and laterally flexes back & reaches at overhead shoulder, knee, and floor levels, stoops, squats, crouches, kneels, and crawls and press foot pedals.
Frequently stands and walks & pushes/pulls with arms and grasps with hands & reaches at waist.
Ability to climb ladders and/or utility poles and work in high places including roofs..
Ability to work in small / confined spaces (such as crawl spaces and attics) to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time.
Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.
Travel as business needs dictate.

Nice To Haves

3 years or more of work experience in a comparable field (e.g., related hands-on trade role) or a one-year certificate from college or technical school; or equivalent combination of education and experience.
Minimum of one year of direct customer service experience.
PC and Windows software skills.
Able to work required shifts and overtime (if necessary), including regularly scheduled days as well as unscheduled days and beyond regular work hours (including on-call rotation) due to customer or operational demands.
High school degree or GED equivalent preferred; post-high school education a plus.
Spanish proficiency is desirable in some locations.

Responsibilities

Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
Performs preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
Read and accurately interpret system/network design maps.
Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
Identify and repair upstream and downstream ingress.
Complete end-of-line network testing to meet technical specifications.
Regularly test all HFC network components using test equipment including: signal level meters, volt-ohm meters, leakage detector, Time Domain Reflectometer (TDR), and Optical Time Domain Reflectometer (OTDR).
Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
Restore system service outages.
Perform CLI rideouts and monitor and repair signal leakages.
Maintain tools and equipment inventory.
Accurately complete work orders in a timely manner.
Maintain, secure, and stock assigned vehicle and equipment.
Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
Work alongside Headend personnel to properly OTDR any damaged fiber.
Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
Maintain company truck and other equipment per service requirements and safety guidelines.
Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
Consult with supervisor and other technicians for advice and assistance as needed.
Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
Educate customers regarding their existing and new services and promote other company services.
Comply with all safety procedures and policies.