Technician, Customer and Network Facing

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type Regular Job Description Customer and Network Facing Technician About Our Company Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. As an independent division of Cogeco Communications Inc., we reach more than 1.7 million homes and businesses in 13 states. Summary Under general supervision, the Customer and Network Facing Technician performs field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems on 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. Essential Duties And Responsibilities Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients. Perform 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. 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. Competencies Integrity – tactful, maintains confidence, fosters an ethical work environment. Initiative – prepares for problems or opportunities in advance and takes action without supervision. Planning, Prioritizing, and Goal Setting – manages multiple projects and creates detailed action plans. Communication – conveys information clearly through verbal and written media and listens well. Self-Development and Continuous Learning – stays informed of industry trends and applies new concepts to improve job performance. Customer Focus – ensures high level of service delivery and prioritizes customer needs. Collaboration and Teamwork – works collaboratively toward solutions that benefit all parties. Attention to Detail – follows detailed procedures and ensures accuracy in documentation. Adaptability – works with little supervision and manages ambiguity and change. Qualifications Minimum Demonstrated proficiency in core technician skillsets. Valid state driver’s license and a good driving record within company required standards. Required certifications and licenses as per state and municipal laws. Successful completion of background checks for specialized projects/services. Preferred 3 years or more of comparable work experience, or a one-year certificate from college or technical school; or equivalent education and experience. Minimum of one year of direct customer service experience. PC and Windows software skills. Able to work required shifts and overtime, including scheduled days, unscheduled days, beyond regular work hours, and on‑call rotation. Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Professional and effective communication with customers, vendors, and employees. Basic mathematics, algebra, and geometry skills. Common‑sense understanding of written, oral, or diagram instructions. Ability to measure distances using tapes or other devices. Compliance with local, federal regulations and company policies. Physical ability to carry, climb, and operate extension ladders up to 32 ft and up to 75 lb; operate aerial lift equipment rated 350 lb; drive commercial vehicles; lift an 88‑lb power supply. Ability to work in small/confined spaces, outdoors, and in extreme weather conditions. Travel as business needs dictate. Preferred High school diploma or GED; post‑high‑school education is a plus. Spanish proficiency desirable in some locations. Physical Demands and Work Environment Routine exposure to outside weather, moving mechanical parts, high places, electrical shock, vibration, fumes, propellants, and heat. The noise level is usually moderate. Benefits Competitive salary Medical coverage (including prescription and vision plans) Dental coverage Life Insurance (1× salary at no cost to employee) Long and short‑term disability insurance (no cost to employee) Voluntary employee, spousal, and child life insurance 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) Employee Bonus Plan participation Cogeco Stock Purchase Plan participation Complimentary and discounted broadband services (for those in our service area) Tuition Reimbursement Headspace Membership Betterhelp Membership LinkedIn Learning subscriptions for select colleagues Location King George – 40 HRS Company Breezeline Cogeco is committed to building a diverse and inclusive workplace and welcomes applications from all qualified individuals. If you need accommodations to apply or during the recruitment process, please contact us confidentially at View email address on click.appcast.io. #J-18808-Ljbffr Breezeline