Service Delivery Technician I - Howell, MI

Surf Internet; Howell (MI); On-site; USD 34,000 - 39,000; Full time

Job summary

Surf Broadband Solutions is seeking a Tier 1 Service Delivery Technician for the Howell, MI area. You will perform FTTH fiber installations and some service repairs at residential locations, ensuring reliable internet and high customer satisfaction.

You will test fiber signal performance, assist with Wi-Fi mapping and mesh network optimization, and communicate service details clearly. Travel across Michigan, Indiana, and Illinois may be required.

Qualifications

• High school diploma or equivalent
• Valid driver’s license with an acceptable driving record.
• Ability to lift and maneuver objects 75+ lbs. regularly.
• Willingness to travel up to 100% of the time across the service region.
• Comfortable working at elevated heights and in adverse weather conditions.
• Strong self‑management, problem‑solving, and customer service skills.
• Experience with CRM software, Google Docs, and basic computer tools.
• Must be able to work flexible schedules, including weekends and on‑call rotations.
• Regular, consistent, and punctual attendance is essential.

Responsibilities

• Perform FTTH fiber installations and some service repair calls at residential locations.
• Conduct fiber signal performance testing (e.g., light/speed tests) by using a signal meter and test cord.
• Ability to Execute Wi-Fi signal mapping and extension recommendation ideas for mesh networks (Eero placements).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Explain service details, billing, and equipment features to customers.
• Monitor job schedules, receive updates, and communicate using CRM and field service software.
• Prepare daily work assignments by requisitioning equipment and loading the service vehicle.
• Provide accurate, timely updates and documentation of service tickets and job statuses.
• Participate in regular team meetings, training sessions, and cross-department communications.
• Adhere to all Surf Broadband Solutions procedures, safety regulations, and performance expectations.

Skills

Customer service

Troubleshooting

Google Docs

Basic computer tools

Self-management

Communication skills

Education

High school diploma or equivalent

Tools

CRM software

Google Docs

Job description

Job Details

Job Location: Howell Office - Howell, MI 48843 Education Level: High School Salary Range: $25.75 - $28.00 Hourly Travel Percentage: Road Warrior Overview

The Tier 1 Service Delivery Technician at Surf Broadband Solutions is a frontline customer-facing member of the operations team. This role is responsible for performing and supporting FTTH (Fiber to the Home) installation, including basic troubleshooting connectivity issues. Working in residential environments, the Tier 1 Technician plays a key role in delivering reliable internet services while ensuring a high level of customer satisfaction.

This position requires the ability to learn and use technical knowledge, physical endurance, and exceptional communication skills. The role involves Training on ladder and rooftop work. Candidates must be able to handle and transport equipment weighing 75 pounds or more, work in various weather conditions, and operate independently across multiple job sites throughout Michigan, Indiana, and Illinois.

Reports To: Service Delivery Technician Supervisor

Department: Field Operations

Job Status: Non-Exempt

Location: Howell, MI

Responsibilities:

Technical Installation & Support

• Perform FTTH fiber installations and some service repair calls at residential locations.
• Conduct fiber signal performance testing (e.g., light/speed tests) by using a signal meter and test cord.
• Ability to Execute Wi-Fi signal mapping and extension recommendation ideas for mesh networks (Eero placements).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Understand and apply basic electronics, connectivity principles, and diagnostic procedures.

Field Operations & Safety

• Ability to competently climb ladders on poles and other network elements.
• Safely lift, carry, and maneuver equipment of 75+ pounds with or without assistance.
• Maintain company truck, tools, and personal safety gear per operational and safety guidelines.
• Work outdoors in various weather conditions, including rain, snow, heat, and ice.
• Operate a company vehicle safely between job sites and in accordance with company policy.

Customer Interaction & Communication

• Interact professionally and courteously with customers during all service calls.
• Explain service details, billing, and equipment features; answer related questions.
• Support the sale of Surf Internet products and services, when necessary, contact sales for Escalation issues.
• De-escalate and resolve repeat customer concerns and service complaints.
• Promote Surf Internet products and services to generate upgrades or additional accounts.

Operational Support

• Monitor job schedules, receive updates, and communicate using CRM and field service software.
• Prepare daily work assignments by requisitioning equipment and loading the service vehicle.
• Provide accurate, timely updates and documentation of service tickets and job statuses.
• Participate in regular team meetings, training sessions, and cross-department communications.
• Adhere to all Surf Broadband Solutions procedures, safety regulations, and performance expectations.

QualificationsQualifications

• High school diploma or equivalent
• Valid driver’s license with an acceptable driving record.
• Ability to lift and maneuver objects 75+ lbs. regularly.
• Willingness to travel up to 100% of the time across the service region.
• Comfortable working at elevated heights and in adverse weather conditions.
• Strong self‑management, problem‑solving, and customer service skills.
• Experience with CRM software, Google Docs, and basic computer tools.
• Must be able to work flexible schedules, including weekends and on‑call rotations.
• Regular, consistent, and punctual attendance is essential.