Fiber Installation Technician

Overview: The Installation Technician is a face of Surf Broadband Solutions serving as the front-line representative and a key member of our service-oriented team. Responsibilities include completing fiber installations at customer locations.

Reports to: Fiber Installation manager

Job Status: Non-Exempt

Responsibilities:

• Works outside or inside customer’s home or business to complete fiber 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.

• 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.

Qualifications:

• High school diploma or GED equivalent required; post-high school education a plus

• Minimum 18 years of age

• Flexible schedule throughout the week, able to work weekends as part of a regular working shift

• Ability to travel up to 100% of the time throughout Michigan, Indiana and Illinois regions

• Valid state driver’s license and acceptable driving record in accordance with Surf Broadband Solutions' Company Vehicle Policy

• Excellent customer service, time management, an