Service Technician

Hiawatha Broadband Communications, Inc; Winona (MN); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Family medical benefits

HSA

Parental leave

Disability insurance

401(k) with company match

Paid time off

Job summary

Hiawatha Broadband Communications, Inc in Winona, MN is seeking a Service Technician to install, diagnose, and repair FTTH services for both residential and business customers on-site. You will follow safety standards while ensuring high-quality workmanship and customer satisfaction.

The role emphasizes problem solving, network testing, and thorough documentation of service calls, with an emphasis on FTTH technology and reliable connectivity.

Qualifications

• High school diploma or GED required
• 1–2 years of CATV or relevant technical/electronic experience preferred
• Good customer relations and communication skills required
• Ability to troubleshoot and repair customer products/services using plant distribution knowledge
• Knowledge of fiber splicing/repair and electronics, DC power, and fiber equipment

Responsibilities

• Install, connect, troubleshoot, repair, and configure FTTH equipment at residential/commercial locations
• Test and verify broadband services are functioning correctly
• Repair and maintain FTTH infrastructure including ONTs and routers
• Replace/upgrade faulty components to ensure reliable service
• Handle on-site customer interactions with professionalism and safety
• Maintain accurate service records and document interactions

Skills

Driver's license

High school diploma

Customer service

Microsoft Word/Excel

Independent worker

OT/on-call readiness

Fiber optics knowledge

Troubleshooting

Education

High school diploma or GED

Tools

Test equipment

Mapping software

Cable locating tools

Job description

HBC is a leading provider of delivering FTTH (Fiber-To-The-Home) Broadband services to both residential and business customers. As our company continues to grow, we are seeking skilled Service Technicians to join our team who are passionate about delivering exceptional customer experiences while supporting the expansion of cutting-edge fiber broadband technology across our communities. Working as a Service Technician for a Fiber-to-the-Home (FTTH) broadband provider is an exciting and rewarding opportunity that offers a unique blend of technical challenges, customer interaction, and career growth.

At HBC, connecting people is at the heart of everything we do. We are forward thinkers who leverage advanced fiber internet technology to strengthen communities, deliver world-class service, and create meaningful customer connections. In this role, you'll find yourself on the forefront of cutting-edge technology, ensuring that customers stay connected seamlessly while contributing to the growth of a high-demand industry.

Job Type: Full-time

Location: Winona, MN / Plainview, MN / Rochester, MN / Lake City, MN / La Crosse, WI / Onalaska, WI / Eyota, MN / Chatfield, MN / Rushford, MN

Primary Responsibilities Include

• Install, connect, troubleshoot, repair, and configure FTTH equipment and services at residential and commercial customer locations.
• Ensure that the installation follows company standards and customer requirements.
• Test and verify that the broadband services are functioning correctly.
• Test and locate trouble within the broadband system, replace or repair defective equipment, and ensure proper craftsmanship and care for Fiber Optic components and network.
• Troubleshoot and diagnose connectivity issues and equipment malfunctions.
• Perform repairs and maintenance on FTTH infrastructure, including optical network terminals (ONTs), routers, and related equipment.
• Replace or upgrade faulty components or equipment to ensure reliable service.
• Install, splice, repair, and maintain aerial, buried, underground, and customer premise fiber optic and copper facilities where applicable.
• Use various diagnostic tools and test equipment to identify defective cable, locate faults, and verify service restoration.
• Respond to service trouble dispatches and provide technical troubleshooting support to resolve customer-impacting issues efficiently.

Customer Experience & Sales

• Provide excellent customer service by addressing customer inquiries and resolving technical issues.
• Educate customers on the services being provided, instruct them on the proper use of equipment, propose solutions, and describe the advantages of and sell additional services.
• Exceed customer expectations by performing extraordinary customer service, identifying customer needs, and proactively educating customers on HBC products and service solutions including Internet, Video, Voice, and managed services.
• Seek sales opportunities through customer interactions and help customers understand the value of enhanced broadband solutions.

Quality Assurance & Documentation

• Conduct regular testing and quality assurance checks on the FTTH network to ensure optimal performance and reliability.
• Monitor network performance and address any issues promptly.
• Maintain accurate records of service calls, installations, repairs, and customer interactions.
• Update customer account information and service records as required.
• Provide high-level support for maintaining operational records including service documentation, network elements, customer premise records, and system updates.

Professionalism and Safety

• Maintain an appropriate and professional image of the company through personal appearance, demeanor, driving habits, and interactions with customers.
• Adhere to safety protocols and guidelines to ensure a safe working environment for yourself and others.
• Support HBC’s safety mission of "Home Safe, Every Day" by proactively identifying hazards and following all field safety procedures. Stay up to date with the latest FTTH technology and best practices through company provided ongoing technical training and certification programs.
• Effectively troubleshoot and solve technical problems related to FTTH services and equipment.
• Use diagnostic tools and equipment to identify and resolve issues.

The Successful Service Technician Will Have

• Valid and Clean Driver’s License
• High school diploma or GED equivalent
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation
• Able to locate and mark underground services utilizing test equipment, prints, and data base mapping software
• Knowledge and experience splicing and repairing fiber
• Knowledge and experience working with electronics, DC power, and fiber optic equipment
• Availability for on-call/standby responsibilities and willingness to work overtime as business needs require
• Able to properly operate small hand tools, power tools, and test equipment
• Able to work independently and plan to complete projects
• Strong computer skills in Word and Excel
• Able to accurately measure distances using tapes or other measuring devices
• Able to differentiate between different sizes and colors of wires/cables
• Ability to work in tight spaces including attics, crawl spaces, cabinets, utility closets, and telco rooms
• Knowledge of and ability to comply with all OSHA, FCC, NEC, and local ordinances.
• 1 – 2 years of CATV or other relevant technical/electronic experience
• Good customer relations and communication skills are required.

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support health, financial well‑being, professional development, and work‑life balance.

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays
• Pay Rate:$18-$21/hour

When you join HBC...

You’ll be joining an award‑winning company and team. We also believe in giving back to the community and we want our employees to have the opportunity to do so. We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go towww.schurzchoice.com.

Schurz Communications And Its Subsidiaries Strategic Objectives

• We will attract, invest in, communicate with, and retain top talent.
• We will innovate, partner, experiment and create a better future together.
• We strive to continuously improve operating performance to ensure sustained growth.
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Lift and carry up to 75 pounds
• Walk over all types of terrain in all kinds of weather while carrying tools and equipment including ladders
• Kneeling, crouching, crawling, twisting, pulling, bending, pushing, reaching above head
• Work indoors in poorly ventilated areas such as attics during extreme heat
• Exposure to dust, dirt, noise, insects
• On‑call schedules every 7 weeks
• Work schedules may adjust based on business need
• The employee generally works in an outdoor environment.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.