The Field Technician is the face of Surf Broadband Solutions serving as the front-line representative and a key member of our service-oriented team. Responsibilities include completing installs, uninstalls, surveys, and service calls at customer locations while regularly climbing ladders and working on rooftops.
Responsibilities:
- Works outside or inside customers home or business to complete installations and repairs - this includes both wireless and fiber to the home services
- Regularly climbs ladders and works on rooftops while performing installations and repairs.
- Occasionally climbs residential TV antenna-type towers as tall as 100ft while performing installations and repairs
- Troubleshoots by attempting to identify and remedy sources of internet or customer-perceived problems.
- Prepares for daily work assignments by requisitioning equipment and supplies from the warehouse, and stocking their vehicle as needed.
- Maintains company truck and other equipment per service requirements and safety guidelines.
- Drives company truck between office and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
- Communicates with immediate supervisor and monitors provided software throughout the day for information regarding changes to work schedule and for technical assistance at an installation or service call.
- Interacts with customers in a professional, courteous manner including when responding to escalations and repeat customer concerns. Completes basic performance testing and setup of installed services, including PC, Local Area Network, and/or functionality of Voice over Internet Protocol telephone equipment.
- Educates customers on the features and functionality of installed products.
- Promotes Surf Broadband Solutions services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services.
- Explains service authorization form and any other associated billing or service questions.
- Cleans work area upon completion of job.
- Participates in team meetings as scheduled.
- Participates in on-call rotation once assigned
- Applies knowledge and skills acquired through training to relevant aspects of work activities.
- Reports and records work order status updates as required through the customer management and scheduling software.
- Regular, consistent and punctual attendance required. Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands, as needed.
- Follows all company standard procedures, policies and safety practices in the course of performing work activities.
- Performs other duties as assigned.