Technician, Customer and Network Facing

Cogeco Inc.; Grasonville (MD); On-site; USD 33,475 - 50,227; Full time

Benefits offered by this job

Medical coverage

Dental coverage

401(k) plan eligibility

Paid Time Off (PTO)

Job summary

Cogeco Inc. is seeking a Customer and Network Facing Technician in Grasonville, Maryland. In this role, you will perform installations and maintenance of cable television, internet, and telephony systems. You will support technical services and ensure quality performance across networks.

Key responsibilities include troubleshooting, conducting preventative maintenance, and interacting directly with customers to promote services. A strong focus on safety and excellent customer service skills is essential. This position offers competitive benefits, including medical coverage and a flex work policy.

Qualifications

• Valid state driver’s license with good driving record.
• Ability to read and interpret safety rules and manuals.
• Physical ability to carry, climb, and operate extension ladders.

Responsibilities

• Install and troubleshoot television, internet, and telephony systems.
• Perform preventative maintenance and repairs on networks.
• Communicate with dispatch for assistance and updates.

Skills

Core technician skillsets

Customer service experience

PC and Windows software skills

Spanish proficiency

Education

High school diploma or GED equivalent

One-year certificate from college or technical school

Tools

Hand and power tools

Test equipment

Job description

Customer and Network Facing Technician

Under general supervision, the Customer and Network Facing Technician is a universal technician that is responsible for performing field installation and service work, troubleshooting, repair, and maintenance of cable television, internet, and telephony systems. This role supports the growth of the system by ensuring the quality performance of technical services, installation setup, testing, and maintenance of all current and future products and services over Hybrid Fiber Coax (HFC) and Fiber to the Home (FTTH) networks.

Responsibilities

• Install, maintain, disconnect, and troubleshoot television, high‑speed internet, telephony, and automation systems for residential and business clients.
• Perform preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
• Read and accurately interpret system/network design maps.
• Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
• Identify and repair upstream and downstream ingress.
• Complete end‑of‑line network testing to meet technical specifications.
• Regularly test all HFC network components using test equipment including signal level meters, volt‑ohm meters, leakage detectors, Time Domain Reflectometers (TDR), and Optical Time Domain Reflectometers (OTDR).
• Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
• Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
• Restore system service outages.
• Perform CLI rideouts and monitor and repair signal leakages.
• Maintain tools and equipment inventory.
• Accurately complete work orders in a timely manner.
• Maintain, secure, and stock assigned vehicle and equipment.
• Ensure productivity is tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
• Work alongside Headend personnel to properly OTDR any damaged fiber.
• Assist on projects such as Remote Phy, 5‑85Mhz, Node activation, and end‑to‑end testing on new properties.
• Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
• Maintain company truck and other equipment per service requirements and safety guidelines.
• Drive a company vehicle between office/home, warehouse, and work sites safely and courteously, in accordance with all laws and company policies.
• Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
• Consult with supervisor and other technicians for advice and assistance as needed.
• Interact with customers professionally and courteously, including when responding to escalations and repeated customer concerns.
• Educate customers regarding their existing and new services and promote other company services.
• Comply with all safety procedures and policies.

Competencies

• Integrity: Tactful, maintains confidence, fosters an ethical work environment, prevents inappropriate behaviors by coworkers.
• Initiative: Brings about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.
• Planning, Prioritizing, and Goal Setting: Prepares for emerging customer needs; manages multiple projects; determines project urgency; uses goals to guide actions and creates detailed action plans.
• Communication: Clearly conveys information through a variety of media (verbal, written, e‑mail, v‑mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.
• Self‑Development and Continuous Learning: Stays informed of current industry trends; actively identifies opportunities for learning; learns and applies new concepts to improve job performance; shares information with others on the job; takes responsibility for career development.
• Customer Focus: Demonstrates a high level of service delivery; does what is necessary to ensure customer satisfaction; addresses and resolves service failures; prioritizes customer needs; makes customers and their needs a primary focus of actions.
• Collaboration and Teamwork: Recognizes others’ perspective, objectives and motives; works collaboratively towards solutions that benefit all involved parties and help accomplish common company objectives.
• Attention to Detail: Follows detailed procedures and ensures accuracy in documentation and data; carefully monitors gauges, instruments, or processes; concentrates on routine work detail and organizes and maintains a system of records.
• Adaptability: Works with little supervision; manages ambiguity and autonomy; flexibility to work in an unstructured environment; deals effectively with uncertainty and change.

Qualifications

Minimum Requirements:

• Demonstrated proficiency in core technician skillsets.
• Valid state driver’s license and a good driving record within company required standards.
• Certifications and licenses as required by state and municipal laws.
• Successfully meet and maintain background check requirements for specialized projects/services.
• Minimum of one year of direct customer service experience.
• PC and Windows software skills.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to apply basic mathematics, algebra, and geometry.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to accurately measure distances using tapes or other measuring devices.
• Ability to adhere to local, federal regulations and company policies.
• Physical ability to carry, climb, and operate extension ladders up to 32ft and up to 75lb; operate aerial lift equipment rated with a 350‑lb load capacity; operate various hand and power tools.
• Ability to work in small or confined spaces, outdoors, and in extreme weather conditions.
• Availability to work required shifts, overtime, and on‑call rotation.

Preferred Qualifications:

• 3years or more of work experience in a comparable field or a one‑year certificate from college or technical school; or equivalent combination of education and experience.
• High school diploma or GED equivalent; post‑high school education a plus.
• Spanish proficiency desirable in some locations.

Physical Demands and Work Environment

Employees are regularly exposed to outside weather conditions, moving mechanical parts, high or precarious places, electrical shock, vibration, wet or humid conditions, fumes, airborne particles, and extreme heat. Noise levels are usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Benefits

• Competitive salary
• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost)
• Long and short‑term disability insurance (no cost)
• Voluntary employee, spousal, and child life insurance
• Company recognized holidays with additional floating holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in service area)
• Tuition reimbursement
• Headspace membership
• Betterhelp membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

Location and Compensation

Location: Grasonville, MD (Maryland). Salary range: $24.30–$36.46 per hour. Individual pay is determined by job‐related skills, relevant experience, education, and specific work location.

EEO Statement and Accommodations

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. We are committed to creating a more diverse and inclusive world of belonging. If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [e-mail].