Field Service Associate provides telecommunications installation and servicing of Video, Data and Voice product lines within customers residence and business properties in an efficient and professional manner.
Essential Duties of a Field Service Associate:
Assist with residential installation, disconnect, testing and repair of Video, Data and Voice services to include:
Related wiring for company and/or customer equipment, explaining non-technical procedures, equipment operation, answering customer questions and promoting sales of additional services.
Evaluate field conditions to determine line quality of property cabling to the tap and/or copper wire connecting to a device at the end of the network.
Assist with work on various test equipment using standard telephony/cable hand tools to install new services and repair.
Organize daily workload of new and line installations at residential locations of video, data and voice grade services. Install and repair associated equipment.
May assist at Switch Room locations to determine status of a new installation or evaluate line trouble.
Confirm with dispatch to receive and complete service orders and trouble tickets.
Assist with new installations and trouble tickets in a timely manner.
Verify accuracy of written work order, confirm discrepancies, collect payments and customer signature, ensure all documentation is updated and to dispatch timely
Assist senior technicians in response to outages, with installation, and repair of service orders
This is an entry level position within the telecommunications field service industry that will support and learn from senior technicians basic understanding for installation, modifications, and test procedures used to install, disconnect, repair video, data and voice services within customer's residential and/or business properties. Works under close supervision and work is reviewed by senior staff.
Knowledge, Skills and Abilities:
Knowledgeable of home/business wringing, programming and hook up of consumer electronics equipment.
Ability to read and understand system design and city street maps.
Ability to maintain confidential company and customer information.
Knowledgeable and responsive to financial accountability for vehicles, inventory (i.e., test equipment), paperwork, and safety procedures to minimize claims.
Interpersonal skills: ability to develop positive rapport with customers; demonstrate fair and equitable treatment of fellow employees and customers.
Time management skills: ability to organize assignments, equipment, and routing to maximize productivity.
Communications skills: must be able to articulate technical information clearly and concisely in written and electronic follow-up reports and work orders; complete written route sheets. Verbally communicate technical information to customers, contractors, utility workers, fellow employees and general public in an effective manner appropriate with all levels of understanding.
Analytical skills: ability to interpret and accurately apply applicable codes, regulations, policies, procedures, guidelines, etc.
High degree of balance, coordination and strength needed routinely in climbing poles, towers, ladders, etc. and avoiding obstacles.
Daily walking, crawling, bending, stooping and kneeling on varied surfaces such as roofs and in trenches often hampered by weather elements.
Lifting, carrying, pushing, and pulling to maneuver equipment/supplies of up to 70-pound loads occasionally, less weight more regularly.
High degree of hand dexterity and eye/hand coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis.
Clarity of vision at every distance with good depth perception and ability to distinguish colors routinely for driving and performing assigned tasks.
Good hearing, capable of distinction between equipment signals and the human voice often amidst background noises, such as wind, rain and traffic.
Working Conditions: Subject to adverse weather and driving conditions. Work involves heights up to 40 feet on poles and ladders. Tasks performed around high power electrical conductors and gas lines. Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold and nay encounter unrestrained animals/pets and customer interactions.
Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours. Work occasionally requires extended periods of travel for support of personnel in other departments and systems. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. As such, you will be required to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Employee is subject to alcohol and drug testing requirements as defined by DOT and/or non-DOT contract specifications, including but not limited to: pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. You will be requested to provide an emergency after hours contact numbers.
Minimum experience is up to 6 months in a customer service technical related background preferred.
High School diploma or equivalent required. Associates Degree in electronics, telecommunications trade school, or equivalent training preferred
Certifications: Industry specific certifications are highly valued.
Upon hire; required to complete: Company on-line Installer and Pole Climbing
Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance, and a satisfactory driving record. Compliance with company driver safety program required.
EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.