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Midcontinent · 1 month ago

Field Technician - Isle, MN

Aitkin, MN

Full-time

Onsite

Entry, Mid, Senior Level

Midco is a telecommunications company seeking a Field Technician to install, maintain, and troubleshoot services for optimal performance and customer satisfaction. This role involves conducting technical assessments, managing service installations, and ensuring exceptional customer experiences.

InternetSmart HomeTelecommunications

Responsibilities

Conduct accurate and comprehensive technical evaluations of commercial properties for service feasibility, providing an assessment of internal costs

Perform installation tasks, including voice, video, and data installations, as well as service changes and disconnects, in both customer homes and business locations

Troubleshoot and repair services from the tap to Customer Premise Equipment (CPE), resolve signal leakage issues, and ensure optimal signal levels and picture quality on all television sets

Act as a proactive liaison between Field Operations and Business Services to ensure exceptional customer satisfaction

Promote Midco’s services and educate customers on their proper use, including adding additional services, accessing online help, understanding channel lineups, and using equipment correctly

Offer technical support and guidance to key internal stakeholders, particularly regarding network extensions and bury drop requirement

Ensure a positive customer experience by delivering high-quality service, promptly addressing concerns, and effectively handling challenging situations under pressure

Log all required information on work orders, surveys, and referrals to ensure customer interactions and requests are properly addressed

Mentor and train other team members as required, and cross-train on additional services to meet customer demand

Maintain a clean environment by clearing all debris and materials upon completion of service request

Perform on-call duties as required

Demonstrate knowledge of Midco’s safety program by enforcing safety rules and procedures, wearing appropriate safety apparel (e.g., hard hats, safety vests, OSHA-approved boots), and operating all equipment safely

Operate and drive a company vehicle in compliance with all Midco policies and procedures, ensuring safety, efficiency, and adherence to traffic laws. Maintain vehicle cleanliness and ensure regular maintenance and repairs are conducted as scheduled to uphold a professional image

Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same

Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures

Maintain reliable and predictable attendance as required by the position

Perform other duties as assigned

Qualification

FTR CertificationFiber Essential CertificationWi-Fi Specialist CertificationCustomer Service ExperienceTechnical TroubleshootingTeam MentoringAttention to DetailAdaptability

Required

High School diploma or equivalent (GED)

Complete Midco First Time Right (FTR) certification within 90 days of hire and consistently apply principles in all aspects of work

Must possess and maintain a valid driver's license with a clean driving record. A DUI conviction within the past 5 years will result in disqualification from employment in this position

No previous experience required

FTR 1 Certification Test & Proficiency Test 1

CX Certification Program (Course & Skills Test completed)

Wi-Fi Specialist Certification Program (Course & Skills Test completed)

FTR 2 Certification Test & Proficiency Test 2

FTR 3 Certification Test

Fiber Essential Certification Program (Course & Skills Test completed)

Plant Outage Certification Program (Course & Skills Test completed)

3 years in role or equivalent experience

Field Tech Proficiency Test 3

Fiber Professional Certification Program (Course & Skills Test completed)

4 years in role or equivalent experience

Field Tech Proficiency Test 4

Field Tech IV Exam

5 years in role or equivalent experience

Field Tech Proficiency Test 5

Field Tech V Exam

Ability to safely use a ladder rated for a maximum load of 375 lbs., including the combined weight of the individual, fall protection equipment, and any tools being carried

Required to reach with hands and arms, stoop, kneel, or crouch

Must lift and carry loads up to 80 lbs. and separately handle a 75 lbs. ladder

Must be able to climb poles, ladders, bucket trucks, and other structures with proper fall protection equipment, adhering to the manufacturer's capacity for all equipment

Must be able to work from elevated heights (bucket trucks, aerial lifts) and in tight spaces such as attics and crawlspaces

Bucket trucks have a maximum load capacity ranging from 300 to 400 lbs. based on the manufacturer's specifications for each vehicle. Team members certified for bucket truck use are responsible for being aware of and adhering to these maximum load requirements

Ability to understand, follow, and execute both routine and non-routine verbal and written instructions

Proficient in understanding problems and collaborating with others to find alternative solutions

Ability to adapt to changing circumstances and remain flexible in a dynamic work environment

Keen attention to detail to ensure accuracy and quality in all aspects of operations