Service Technician I

Job Summary:

As a Service Technician 1, you play a key role in accelerating organizational success by installing, repairing and maintaining business and residential telephone, internet, security, and TV services.

Key Accountabilities:

• Customer Experience
• Install & Repair Expertise
• Determining Service Needs

• Sell & Upgrade Services
• Product & Service Expertise

• Plant & Software Expertise
• Competitive Knowledge

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant.

You successfully fulfill the following essential duties and responsibilities:

You use your TECHNICAL SKILLS:

• Install business and residential telephone, internet, security, and TV services, including customer-premise equipment and wiring, and interfacing with central office and other peripheral equipment.
• Review services purchased with customers and how those services will be used.
• Maintain business and residential telephone, internet, security, and TV services, by troubleshooting, repairing, and replacing customer -premises equipment, wiring, and plant facilities. Complete necessary repairs to fully resolve problems in a timely manner.
• Assist in various plant facility changes, repairs, and upgrades to support plant operations, such as installing upgrades, repairing facilities, equipment, and performing other maintenance services.

You utilize your ADMINISTRATIVE SKILLS:

• Prepare documentation to provide accurate plant records and billing data such as recording work performed, maintaining logs, closing service orders and trouble tickets, maintaining time records, and maintaining plant records.

You utilize your SALES ACUMEN to drive sales by participating in the sales process:

• Educate customers and recommend service enhancements.

You use your CUSTOMER SERVICE SKILLS:

• Perform work in a manner that focuses on increasing customer satisfaction.
• Establish and maintain positive public relations by effectively communicating with customers.

You use your COLLABORATIVE SKILLS:

• Interact with customers to understand their service issue and individual service needs.
• Participate as a member of a team for problem-solving activities, creating efficiency, sharing knowledge, and accomplishing goals.
• Support the company by completing other duties as assigned.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate small group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Planning and organization – Organize and manage multiple priorities; plan work activities; use time efficiently; plan for additional resources; set goals and objectives; meet deadlines.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner.
• Analytical Reasoning - Identify patterns within a group of facts or rules and use those patterns to determine outcomes, decide on a course of action, and solve problems.

You will meet the following educational, licensing, certification, and work experience requirements:

Required:

• High school diploma or equivalent experience.
• Experience in office productivity software (email, calendar, word processing, spreadsheets, presentation software, etc.).

• Skill in reading blueprints, maps, and similar drawings.
• Skill in identifying defective cable using test equipment.
• Skill in operating various hand and power tools.

• Knowledge of basic electronics, cable installation, and repair procedures required.
• Hold and maintain a valid driver’s license with a driving record that meets the criteria of the company’s insurance carrier for acceptance of coverage.

Preferred:

• Associate degree in electronics, telecommunications, or the equivalent.

• Minimum of one year of experience in a telecommunication or CATV technical position, or two years of telecommunications school.
• Experience troubleshooting, installing, and repairing services on different telecommunication platforms including POTS, ADSL, VDSL, FTTx, DOCSIS, and PtMP Wireless.
• Experience with a variety of plant facilities including copper, coaxial, and fiber-optic.
• Experience with special circuits, carrier equipment, and transport equipment.

• Knowledge of basic wireless and wired networking.

You will follow the TVFC Core Values:

1. Humor & Fun
   1. We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
   2. We collaborate and value sharing our unique perspectives.
   3. We’re inclusive and create activities that align with people’s interests and passions.
2. Resilience
   1. We pride ourselves in meeting high-pressure challenges
   2. We never quit and demonstrate the ability to see daunting assignments through … successfully.
3. Lead by Example
   1. We demonstrate courage in having crucial (and sometimes “tough”) conversations.
   2. We are reliable and highly accountable in our use of systems and tools.
4. Continuous Improvement
   1. We’re creative thinkers who can adapt to evolving situations.
   2. We’re humbly confident, know our stuff, are willing to coach and be coached.
   3. We’re willing to make “healthy” self-sacrifices for the greater good.
5. “Team First” Initiative
   1. We are pro-active and stay on top of training and certifications.
   2. We willingly take on more responsibility if we see a need and can assist.
   3. We view individual accountabilities as representing the whole team.

You are able to work in the following environmental and working conditions:

• Travel to company and customer locations in varying conditions.
• You have the physical capability, mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.
• Included as part of this job description is a table of physical and mental job requirements specific to the area of employment.

Respectful Work Environment

Twin Valley Family Companies (TVFC) believes in providing a respectful and inclusive workplace and is an Equal Opportunity Employer. TVFC does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Applicants and employees who need assistance or an accommodation due to a disability should contact human resources.