VACANCY ANN #: STOI-24-055
TITLE: SBS CUSTOMER SUPPORT FIELD TECHNICIAN
DEPARTMENT: PUBLIC WORKS & UTILITIES
SUPERVISOR: NETWORK ENGINEER
STATUS: FULL-TIME, NON EXEMPT
RATE OF PAY: $21.00 - $22.00 / PER HOUR
OPENING DATE: JUNE 21, 2024
CLOSING DATE: JULY 5, 2024

INTRODUCTION:

The SBS Customer Support Field Technician is an entry-level position to learn and perform customer premise equipment (CPE) installations, service visits, troubleshooting, and recovery of CPE. Work is performed primarily on site at customer locations. Field Technicians work both independently and in concert with the Network Operations Center (NOC) to meet customer needs. Most work is carried out on an order/project basis with tight deadlines and well-defined milestones for delivering project objectives.

The ideal candidate will possess a wide range of skill sets typically found in a small startup environment such as teamwork, adaptability, accountability, solution seeking and a desire to grow with the organization.

MAJOR DUTIES AND RESPONSIBILITIES:

• Perform site surveys for potential customers to evaluate serviceability.
• Install new customers with internet service, which includes mounting equipment at roof height, running ethernet cable from outside to the customer’s choice inside, ensuring quality workmanship.
• Configure routers to enable customer access to internet services.
• Complete documentation and utilize software to plan daily schedule, complete jobs, document customer interactions and troubleshoot with customers.
• Perform on-site customer support with setup of external customer devices including computer/laptop, phone, streaming television provider, etc.
• Perform first-level telephone customer support to troubleshoot connection issues and work with broadband staff to schedule service calls as needed.
• Diagnose customer problems at service calls and restore functional service to existing customers.
• Perform equipment upgrades for existing customers.
• Interaction with broadband staff on completed work orders for new, disconnects or changes to existing services to ensure timely and accurate billing for types of services rendered.
• Assists with wireless equipment installations and upgrades at sites maintained by the program.
• Maintain assigned tools, including vehicles, and monitor inventory & equipment levels to ensure work readiness.
• Maintain communication with broadband staff while in the field, when available.
• Available for on-call support 24/7/365 (excluding scheduled time off).
• Daily travel to customer job sites.
• Provide on-call emergency service as needed.
• Attend training(s) as needed.
• Perform other duties as assigned.

KNOWLEDGE AND SKILLS REQUIRED FOR POSITION:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good customer service
• Clear communication skills (written & verbal)
• Problem solving / Troubleshooting
• Tool proficiency (Drill, Ladder, Basic Construction tools, Safety Equipment)
• Time Management
• Self- driven
• Attention to detail.
• Basic technical understanding and willingness to learn.
• Ability to deal with different situations in a professional manner.
• Adaptability
• Discernment
• Ability to work independently.

MINIMUM REQUIREMENTS:

• High School Diploma or GED.
• Related work experience in construction.
• Must have previous customer service work experience.
• Must possess a valid Washington State Driver’s License and be tribally insurable.
• Must successfully pass a criminal background inquiry. 

*Indian Preference Applies -Indian Preference Grants Preference to Any Enrolled Member of a Federally Recognized Tribe.

Contact Sabrina McCoy or Empero Corral

Ph: 509-458-6527, 509-458-6583, or Fax: 509-458-6556

E-mail: hrfrontdesk@spokanetribe.com

Applications must be received in the Human Resource Department no later than 4:30 p.m. on the closing date

The Spokane Tribe reserves the right to hire according to its Indian Preference Policy

All Positions are Subject to A Pre-Employment Drug Screening and Criminal Background Check

All Positions with the Spokane tribe of Indians are subject to a 90-day probationary period