Technician, Customer and Network Facing

Customer And Network Facing Technician

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We are 'Above And Beyonders', who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.

As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

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.

Essential Duties and 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.

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 (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.

Qualifications

Minimum

• 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