Field Service Technician

Knology of Augusta, Inc.; Madison Heights (MI); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Performance bonuses

Health benefits

401k+match

PTO

Paid holidays

Tuition reimbursement

Broadband discounts

Tools

Professional uniform

Job summary

WOW! is hiring a Field Service Technician in Madison Heights, MI to install, repair, and upgrade residential services including phone, internet, and video. You’ll work in customers’ neighborhoods, measure signals, train customers, and maintain equipment, with a focus on safety and quality.

Qualifications

• Able to interact with customers to present technical information to a non-technical audience.
• Able to work independently.
• Able to accurately measure distances using tapes and other measuring devices.
• Able to use assigned test equipment including but not limited to signal level meter (SLM) and volt OHM meter.
• Able to accurately maintain records, logs, reports, work orders, etc.
• Able to operate handheld Field Service Tool application
• Able to handle escalations and time-critical issues
• Able to read street maps
• Able to work flexible hours as required, including evenings, weekends and on-call shifts
• Must have a valid driver’s license and good driving record

Responsibilities

• Perform new connects, reconnects, disconnects, upgrades, downgrades and change-of-service for phone, internet or video services.
• Install and relocate outlets
• Install or remove converters and cable modems
• Install interior and exterior wiring
• Connect peripheral equipment
• Train customers on proper use of equipment
• Monitor, repair and record system, drop, and in-house leakage
• Assure proper signal levels and picture quality
• Identify causes of picture and/or signal degradation
• Troubleshoot from consumer device to tap
• Troubleshoot, repair and replace components from tap to consumer device
• Assure system security by terminating unused ports and tag drops and locking pedestals
• Take voltage measurements
• Understand/apply FCC and NESC technical standards
• Identify and report all incidents of noncompliance (FCC, NESC, OSHA and WOW standards)
• Provide superior customer service & maintain professional appearance/behavior at all times
• Complete all tasks to WOW! quality standards
• Maintain excellent attendance
• Responsible for motor vehicle per company policy including equipment & tool inventory, vehicle security and vehicle maintenance
• Replaces defective/damaged tap plates and installs new taps
• Tests, maintains, splices, repairs and replaces coax cable.
• Tests coax cable using signal level meters, volt-OHM meters, spectrum analyzers and compares findings with documentation.
• Performs network troubleshooting including ping test, trace routes and speed test.
• Other duties as assigned - which may include training other employees

Skills

Customer interaction

Independent work

Distance measurement

Test equipment use

Record keeping

Service app usage

Escalation handling

Map reading

Flexible hours

Driver's license

Tools

Signal Level Meter

Voltmeter

Spectrum analyzers

Coax tester

Job description

WOW! is currently hiring a Field Service Technician!

From keeping our facilities running smoothly to working in assigned neighborhoods each day, our Field Operations teams work with their hands to connect our customers to the people and entertainment that matters most to them. Working in Field Services with WOW! allows you all the benefits of working in a great company, without being stuck behind a desk.

Why You’ll Thrive Here

• NEW HOURLY Pay Rate: $21.50.00/hour-$26.50.00/hr. (based on experience)
• Perks: Performance bonuses, health benefits, 401k+match, PTO, paid holidays, tuition reimbursement, broadband discounts (residing in service area), tools, professional uniform, and more!
• Career Growth: We’re expanding fast, and we invest in our people.
• Supportive Leadership: Your supervisor won’t leave you on your own; they’ll be supporting you, mentoring, motivating, and helping you win!
• Exciting Culture: Fast-moving. Collaborative. Winning. Our people love what they do, and it shows.
• Tech That Works: Our broadband first strategy means you’ll be providing a product people want, reliable, high-speed internet with a growing reputation for quality at the best value.

All YOU need is:

• Able to interact with customers to present technical information to a non-technical audience
• Able to work independently
• Able to accurately measure distances using tapes and other measuring devices
• Able to use assigned test equipment including but not limited to signal level meter (SLM) and volt OHM meter.
• Able to accurately maintain records, logs, reports, work orders, etc.
• Able to operate handheld Field Service Tool application
• Able to handle escalations and time-critical issues
• Able to read street maps
• Able to work flexible hours as required, including evenings, weekends and on-call shifts
• Must have a valid driver’s license and good driving record

What you’ll be doing:

• Perform new connects, reconnects, disconnects, upgrades, downgrades and change-of-service, for phone, internet or video services
• Install and relocate outlets
• Install or remove converters and cable modems
• Install interior and exterior wiring
• Connect peripheral equipment
• Train customers on proper use of equipment
• Monitor, repair and record system, drop, and in-house leakage
• Assure proper signal levels and picture quality
• Identify causes of picture and/or signal degradation
• Troubleshoot from consumer device to tap
• Troubleshoot, repair and replace components from tap to consumer device
• Assure system security by terminating unused ports and tag drops and locking pedestals
• Take voltage measurements
• Understand/apply FCC and NESC technical standards
• Identify and report all incidents of noncompliance (FCC, NESC, OSHA and WOW standards)
• Provide superior customer service & maintain professional appearance/behavior at all times
• Complete all tasks to WOW! quality standards
• Maintain excellent attendance
• Responsible for motor vehicle per company policy including equipment & tool inventory, vehicle security and vehicle maintenance
• Replaces defective/damaged tap plates and installs new taps
• Tests, maintains, splices, repairs and replaces coax cable.
• Tests coax cable using signal level meters, volt-OHM meters, spectrum analyzers and compares findings with documentation.
• Performs network troubleshooting including ping test, trace routes and speed test.
• Other duties as assigned - which may include training other employees

Physical Demands/Working Conditions:

• Ability to work while standing most of the time and walk or work over all types of terrain, in all types of weather
• Ability to carry tools and equipment
• Ability to work in tight spaces while bending, twisting and reaching
• Ability to carry, climb and operate extension ladder (approx. 28’ & 75lbs)
• Ability to differentiate between different sizes and colors of wires
• Ability to perform work in elevated places (i.e., roofs and utility poles)
• Ability to use drills, hammers, wrenches, screwdrivers and other hand tools
• Ability to work with small components
• Ability to use close vision, peripheral vision and adjust focus
• Ability to work in poorly vented areas such as attics, in extreme temperatures
• Ability to move, crawl, bend, stoop, kneel, crouch, reach, pull, push, and grasp
• Ability to lift up to 90 pounds
• Physically able to use computer equipment and test equipment
• Ability to work in environments that may contain dust, dirt, noise, insects and cleaning solutions
• Ability to work safely near power lines and electrical equipment
• Ability to drive Company vehicles in a safe manner
• Must be able to meet the physical limit requirements of personal protective equipment, aerial lift equipment, ladders and/or gaffs that may be used in this position.

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

All qualified applicants will receive consideration for employment

without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran