Sales and Service Technician

Position Title: Sales & Service Technician

Union: CWA 7670

$15.31 to $38.73 Hourly DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities everyday. We’re delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary

The Sales & Service Technician is responsible for engaging and developing customer relationships and providing solutions to our customers through our products and services. All of our employees are ambassadors of Ziply Fiber within our communities.

Essential Duties and Responsibilities:

The Sales & Services Technician may be assigned one or more duties. These duties include, but are not limited to, the following:

• Install and maintain inside wire for residential/business broadband (HSI/Video) service.
  


• Install Central Office and B-box junctions as required for broadband continuity, digital subscriber carriers and associated broadband equipment, such as DSLAMS (Digital subscriber line access multiplexer), Residential Gateways and HSI (High-Speed Interface) business class routers.
  


• Install an array of wireless home networking equipment. Other equipment will include FTTH (Fiber to the House).
  


• Use and understand automated Dispatch equipment (i.e., handheld terminals), read and understand broadband service orders and trouble tickets, and the use of appropriate broadband test equipment.
  


• Adapt to changes in the business to include advances in technology, new skills and procedures, as well as participation in the company lead generation program through the promotion and sale of additional Ziply products and services during each customer contact.
  


• Communicate effectively and accurately on customer issues to eliminate repeat trouble calls.
  


• Mentor co-workers to expand knowledge, be self-motivated and display the ability to follow through on assignments in a timely manner.
  


• Effectively use preventive maintenance program by rebuilding aerial/buried/underground cables.
  


• Read and interpret Outside Plant drawings.
  


• Navigate web, set up Business/Residential computer(s) and demonstrate applications to customer.
  


• Effectively use Ziply internal programs and dispatch programs to complete assignments.
  


• Support, install, and repair company products and services.
  


• Fully understand and adhere to the 5-Step Peace of Mind Service Process.
  


• Responsible for promoting and selling the company’s products and services and participate in the company’s sales referral programs during their working hours.
  


• Understand and demonstrate basic telephone/broadband technology. Utilize test equipment to install products and isolate trouble effectively.
  

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The individual in this position must possess the following qualifications:
  


• High school diploma or equivalent.
  


• Five (5) years of experience in telecommunications installation and maintenance.
  


• Must possess and maintain a valid State Drivers License and satisfactory driving record.
  


• Must complete Pole Climbing Certification (Individual cannot exceed 275 lbs.).
  


• Must complete company provided training and provide ability to complete full installs for HSI and/or video
  


• Additional equipment certification, licensing, or experience is a plus (i.e., Nortel, DMS10, Adtran, AFC/Tellabs, Calix, Go Digital, Acetelis, Pair Gain, Multiplexers, Seiscor/Pulsecom S24DU/COT, Fiber, Optics, etc.)
  


• Understand telephony knowledge.
  


• Understand different PC operating support systems.
  


• Must have knowledge of the following Internet Protocol attributes:
  

• Fundamentals
  


• Behaviors
  


• Current technologies
  


• Network troubleshooting diagnosis
  
  

• Telecommunications wiring color-code competency.
  

Knowledge, Skills and Abilities:

• Ability to work nights and weekends if applicable.
  


• Ability to remain calm in high stress situations and demonstrate good judgment.
  


• Basic keyboard and software skills.
  


• Simple and complex mathematics skills.
  


• Active listening, decision-making, and problem-solving skills.
  


• Ability to maintain strong communication with customers and different personalities.
  


• Ability to communicate effectively verbally and through written communication
  


• Ability to read and understand road maps, discern street signs and address numbers.
  


• Ability to be unaffected by flashing lights and strobes.
  


• Ability to maintain a professional manner and appearance at all times.
  


• Ability to operate equipment to perform the essentials functions of the job (i.e., splicing tools, test equipment, computer/laptop, phone, and company vehicle.)
  


• Ability to drive on behalf of the company in a safe and responsible manner.
  

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Sales & Service Tech work involves driving a motor vehicle and must be able to regularly and safely perform all functions of operating a motor vehicle. Essential and marginal functions may require maintaining physical condition necessary to frequently stand, walk, climb, or sit for prolonged periods of time and regularly position oneself (e.g., bend, twist, reach, grasp, push, pull) to handle, lift, and carry objects over 50 lbs.

Work Environment

The Sales & Service Tech will frequently work in extreme temperatures and heights over 15 feet. They will occasionally work in confined spaces (i.e., attics, crawl spaces, manholes, trenches), and moderate to high noise levels. Except where appropriate and conducive to accomplishing the goals and objectives of a task (such as in an emergency) the Sales & Service Tech will work in a well-lighted area that is ventilated and is as physically and psychologically innocuous as possible under the conditions which exist at a time.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.

The statements in this document are intended to describe the general nature and level of work performed by individuals assigned to the classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This document in no way constitutes a contract of employment. Ziply Fiber reserves the right to modify job descriptions, policies, or any other procedural documents at any time, for any reason without prior notice.