What are the responsibilities and job description for the Field Service Technician II position at Optimum?
Job Summary
Under general supervision the Field Service Technician II installs, changes, repairs and disconnects cable services including video, data, and telephone. Performs troubleshooting at time of installation and on scheduled service calls from the tap to the customer's selected locations using coaxial or fiber cable. Educates customers regarding new and existing services and describes the advantage of other services to meet customer needs.
Responsibilities
- Provides quality internal and external customer service surrounding the Company values
- Installs, tests and troubleshoots Company services including video, data and telephone from tap to customer electronic devices
- Utilizes network tools and troubleshooting knowledge to resolve network problems
- Resolves issues at installation and on scheduled service call from customer's select locations to tap or pole
- Educates customers regarding use of installed products; explains waivers, agreements, customer release forms, charges and billing procedures
- Determines customer's current service levels; inquiries about customer preferences and needs; recommends service upgrades or additional products
- Resolves or escalates customer complaints, as appropriate
- Uses automated routing system or plans daily route; requisitions equipment and supplies; stocks Company vehicle
- Meets scheduled appointment windows
- Completes work orders and other documentation on paper and/or by mobile device
- Represents Company to collect payments and equipment; secures appropriate customer signatures
- Maintains network integrity through preventive maintenance and home certifications.
- Adheres to established maintenance windows for all outages
- Uses small hand tools, power tools, meters, and other test equipment
- Maintains and secures Company truck and equipment
- Works on regularly scheduled days as well as unscheduled days and beyond regular work hours as required
- When applicable rearranging and reconnecting coaxial or fiber optic service drops at pole, underground or building terminals
- Performs other duties as assigned
Qualifications
- High School Diploma or equivalent
- Ability to communicate in person and by telephone
- Knowledge of basic electronics
- Skill in using a Windows-based computer
- Ability to comprehend and operate appropriate testing equipment (e.g. signal level meters, ohm meters)
- Ability to prioritize and organize effectively
- Ability to work independently and with others
- Preferred Experience: SCTE BPI certification
- An “Activity Analysis” of the physical demands required to perform this job’s essential functions with or without a reasonable accommodation will be provided upon request and with an offer of employment. Must pass a physical assessment of those physical demands post offer/pre employment and if returning to work following a leave of absence, conducted at the Company’s assessment vendor.
