Field Operations Technician

Job Description

Field Operations Technician

ITG Communications is seeking a skilled and dedicated Field Operations Technician to perform technical work and provide essential support for client organizations. This role involves performing installations and services for both residential and commercial customers, ensuring the high-quality execution of various telecom and broadband services, including internet, video, voice, and alarm systems.

Key Responsibilities

• Install and maintain telecom and broadband services from the street to the home, encompassing internet, video, voice, and alarm systems.
• Perform quality checks of executed work to ensure all installations meet stringent client standards.
• Strictly adhere to all safety protocols and consistently use proper personal protective equipment (PPE).
• Troubleshoot and effectively resolve technical issues for customers, ensuring service continuity.
• Maintain accurate and detailed records of work performed, as well as equipment and consumables utilized.
• Operate company vehicles safely and efficiently, following all traffic laws and company policies.
• Communicate effectively and professionally with customers, clearly explaining services and thoughtfully addressing any concerns.
• Stay continuously updated on new technologies, installation techniques, and evolving client products and features.
• Educate customers on self-help options and the various features of their products to enhance user experience.
• Identify and proactively pursue opportunities for offering additional services or upgrades to customers.

Key Measures / Key Performance Indicators

• Operational Efficiency and Productivity Metrics: On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First Time Right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc.
• Customer Satisfaction Scores, Net Promoter Score (NPS).
• Safety Compliance Records.

Requirements

Education:

• High school diploma or equivalent.
• Technical certifications relevant to the telecom and broadband industry (e.g., alarm systems, router configurations) are highly desirable.

Experience:

• 0 to 2 years of experience as a technician in telecom or broadband field operations.
• Experience with cable, internet, and voice service installations is a significant plus.

Exposure:

• Familiarity with various telecom and broadband technologies, tools, and equipment.
• Knowledge of safety procedures and regulations relevant to field operations.
• Understanding of fundamental customer service principles and practices.

Factors Critical to Success at ITG Communications for This Position

• Strong technical aptitude and a willingness to continuously learn and adapt to new technologies.
• Customer service orientation with excellent communication skills to interact effectively with clients.
• Ability to work independently and collaboratively as part of a team, demonstrating a strong work ethic and effective time management skills.

Physical Requirements

• Ability to stand, walk, and sit for extended periods.
• Ability to use hands to handle tools and equipment, and feet for operating controls.
• Ability to reach with hands and arms to access various components.
• Ability to climb ladders and balance in elevated positions.
• Ability to stoop, kneel, crouch, bend, and crawl in confined spaces.
• Ability to lift up to 75 lbs regularly.
• Ability to maintain all safety expectations and practices.

Important Note: Safety-Sensitive Position

This is a safety-sensitive position where the employee has critical responsibility for their own safety and the safety of others.

The Employee Must Be Able To Perform All Duties In Accordance With Safety Regulations, Company Policies, And Client Requirements. This Includes But Is Not Limited To:

• Following all required safety protocols and procedures without exception.
• Consistently using appropriate personal protective equipment (PPE) as mandated.
• Operating vehicles and equipment safely and responsibly at all times.
• Maintaining valid certifications and licenses as required for the role.
• Participating in all mandatory safety training and meetings.
• Promptly reporting any unsafe conditions or practices observed.
• Passing required drug and alcohol screenings.
• Maintaining the necessary physical capabilities to perform essential job functions safely.

Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.