Technician, Customer and Network Facing

Customer and Network Facing Technician Under general supervision, the Customer and Network Facing Technician is a universal technician responsible for performing field installation and service work, troubleshooting, repair and maintenance of cable television, internet, and telephony systems. The role supports system growth by ensuring high-quality performance of technical services, installation, testing, and maintenance on HFC and FTTH networks. The incumbent must meet industry and company performance standards and FCC requirements. 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 tracked through company applications such as 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 safely and courteously, in accordance with all laws and company policies. Communicate with dispatch 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, 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 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. Minimum Qualifications 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 background check requirements for specialized projects/services. Preferred: 3 years or more of work experience in a comparable field or a one‑year certificate from college or technical school; or an 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 un‑scheduled 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 feet high and up to 75 pounds. Ability to operate aerial lift equipment rated with a 350 lb maximum total load capacity. Ability to differentiate between different sizes and colors of wires. Ability to drive company vehicles safely and responsibly. 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 a commercial vehicle (DOT physical may be required). Ability to lift an 88 lb power supply from floor to 42 inches. Occasionally sit, climb ladders/stairs; perform fine motor and pinching movements, pivot with feet, and bend, twist, and laterally flex back & reach at overhead shoulder, knee, and floor levels; stoops, squats, crouches, kneels, and crawls and press foot pedals. Frequently stand, walk & push/pull with arms and grasp with hands & reach at waist. Ability to climb ladders and/or utility poles and work in high places including roofs. Ability to work in small/constrained spaces such as crawl spaces and attics to tolerate typical residential and commercial controlled workplaces and 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. Preferred Qualifications High school degree or GED equivalent preferred; post‑high school education a plus. Spanish proficiency is desirable in some locations. Physical Demands and Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made. While performing the duties, the employee is regularly exposed to outside weather conditions, moving mechanical parts, high, precarious places, risk of electrical shock and vibration, wet/humid conditions, fumes or airborne particles, extreme heat, and moderate noise levels. 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 service area) Tuition reimbursement Headspace membership Betterhelp membership Opportunities for LinkedIn Learning subscriptions for select colleagues Salary For candidates whose primary place of work will be in Maryland, the expected salary range is $24.30– $36.46. This range represents the annual salary or hourly wage that Breezeline expects to pay for this position at the time of this posting. Individual pay is determined by various factors, including but not limited to job-related skills, relevant experience, education, and specific work location. Location Cumberland, MD Company Breezeline Inclusion and Accommodation If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at View email address on click.appcast.io. #J-18808-Ljbffr