Technician, Customer and Network Facing

****Discounted services:****We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.****Total Rewards:****Let’s be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We’ve got you and your family covered with one of the best packages in the business.* 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.* Integrity: Tactful, maintains confidence, fosters an ethical work environment, prevents inappropriate behaviors by coworkers.* Initiative: Brings about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.* Planning, Prioritizing, and Goal Setting: Prepares for emerging customer needs; manages multiple projects; determines project urgency; uses goals to guide actions and creates detailed action plans.* Communication: Clearly conveys information through a variety of media (verbal, written, e-mail, v-mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.* Self-Development and Continuous Learning: Stays informed of current industry trends; actively identifies opportunities for learning; learns and applies new concepts to improve job performance; shares information with others on the job; takes responsibility for career development.* Customer Focus: Demonstrates a high level of service delivery; does what is necessary to ensure customer satisfaction; addresses and resolves service failures; prioritizes customer needs; makes customers and their needs a primary focus of actions.* Collaboration and Teamwork: Recognizes others’ perspective, objectives and motives; works collaboratively towards solutions that benefit all involved parties and help accomplish common Cogeco objectives.* Attention to Detail: Alert in high intensity/high-risk environments; follows detailed procedures and ensures accuracy in documentation and data; carefully monitors gauges, instruments, or processes; concentrates on routine work detail and organizes and maintains a system of records.* Adaptability: Works with little supervision; manages ambiguity and autonomy; flexibility to work in an unstructured environment; deals effectively with uncertainty and change.* 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.* Preferred 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.* 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.* #J-18808-Ljbffr Cogeco Inc.