Service Technician

Cogeco - Berwick, PA

Full-time - Entry Level

Berwick, PA

Telecommunications

About the position

Breezeline's Service Technician is a fully functioning, higher level role that supports the growth of the system by assuring the quality performance of the technical services, installation setup, testing, and maintenance of all current and future Breezeline products and services over an HFC network and other equipment associated with plant facilities and distribution systems. The incumbent ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with FCC requirements and protocol. He/she coordinates with all functional departments (corporate, market, or region, as applicable) regarding the optimization of overall business efforts. Accountabilities also encompass Core technician tasks which may include automation; less complex Commercial work (CB); +/- Fiber to the Home (FTTH).

Responsibilities

• Predominantly performs reactive maintenance required to restore the HFC/ FTTH network to Breezeline performance specifications as related to customer impacting impairments and/or network outages.
• Installs, disconnects, and troubleshoots video, high speed internet, telephony and automation services.
• As business needs dictate may perform some proactive maintenance required for the HFC network to operate within Breezeline performance specifications.
• As business need and proficiency in role occurs, incumbent will apply knowledge and skills acquired through ongoing training in the areas of Automation, Network, and Fiber.
• Performs essential Core technician tasks: installation setup, testing and maintenance of all current and future Breezeline products and services over an HFC/FTTH network.
• Maintains and repairs equipment with the HFC distribution system including customer premises.
• Monitors WFX, Stratusync, iGlass throughout the day for information regarding changes to work schedule and for information about current installation, service call or OneView tickets.
• Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Monitors Workforce Express System (WFX) throughout the day for information regarding changes to work schedule and for information about current installation.
• Communicates with dispatch (via WFX, phone, etc.) for assistance, status on current install or new service requests.
• Consults with supervisor and other technicians for advice and assistance as needed.
• Demonstrates experience with the following: working with little supervision; managing ambiguity and autonomy; flexibility to work in an unstructured environment; dealing effectively with uncertainty and change.
• Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns.
• Educates customers regarding their existing and new services and promotes other Breezeline services to customers.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
• Participates in team meetings as scheduled.
• Attends job-related training that may include initial training, refresher training, product and service updates.
• Works on regularly scheduled days as well as unscheduled days and beyond regular work hours (including on-call rotation) due to customer or operational demands.
• Uses small hand tools, power tools, and test equipment.
• Works with alarms, low voltage electricity, and color-coded wires.
• Complies with all safety procedures and policies.

Requirements

• 18 years of age.
• Demonstrated proficiency in Core Technician skillsets.
• Valid state driver's license and a good driving record.
• Certifications and licenses, as required by state and municipal laws.
• Successfully meet (and maintain) additional background check requirements for specialized projects/services.
• One year of work experience in a comparable field (e.g. related hands-on trade role).
• Minimum of one year of direct customer service experience.
• PC and Windows software skills.
• Stable work history.
• Able to work required shifts and overtime (if necessary).
• Spanish proficiency desirable in some locations.
• Travel as business needs dictate.

Nice-to-haves

• High school degree or GED equivalent preferred; post-high school education a plus.

Benefits

• Competitive salary.
• Medical coverage (including prescription and vision plans).
• Dental coverage.
• Life Insurance (1x salary at no cost to employee).
• Long and short-term disability insurance (no cost to employee).
• Voluntary employee, spousal, and child life insurance.
• Company recognized Holidays with additional Floating Holidays.
• Paid Time Off (PTO) programs.
• Comprehensive Flex Work Policy.
• 401(k) plan eligibility (company match 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 those in our service area).
• Tuition Reimbursement.
• Headspace Membership.
• Opportunities for LinkedIn Learning subscriptions for select colleagues.