Service Technician

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type Regular

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the U.S. markets we serve. We are “Above And Beyonders,” who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences. As the eighth‑largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice, and fiber services.

Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:

CCA).

Breezeline’s Service Technician is a fully functioning, higher level role that supports the growth of the system by assuring the quality performance of the technical services, installation setup, testing, and maintenance of all current and future Breezeline products and services over an HFC network and other equipment associated with plant facilities and distribution systems. The incumbent ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with FCC requirements and protocol.

He/she coordinates with all functional departments (corporate, market, or region, as applicable) regarding the optimization of overall business efforts. Accountabilities also encompass core technician tasks which may include automation; less complex commercial work, and +/- fiber to the home (FTTH).

• Predominantly performs reactive maintenance required to restore the HFC/FTTH network to Breezeline performance specifications as related to customer impacting impairments and/or network outages.
• Installs, disconnects, and troubleshoots video, high speed internet, telephony and automation services.
• As business needs dictate may perform some proactive maintenance required for the HFC network to operate within Breezeline performance specifications.
• As business need and proficiency in role occurs, incumbent will apply knowledge and skills acquired through ongoing training in the areas of Automation, Network, and Fiber.
• Performs essential Core technician tasks: installation setup, testing and maintenance of all current and future Breezeline products and services over an HFC/FTTH network.
• Maintains and repairs equipment with the HFC distribution system including customer premises. Monitors WFX, Stratusync, iGlass throughout the day for information regarding changes to work schedule and for information about current installation, service call or One View tickets.
• Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Monitors Workforce Express System (WFX) throughout the day for information regarding changes to work schedule and for information about current installation.
• Communicates with dispatch (via WFX, phone, etc.) for assistance, status on current install or new service requests.
• Consults with supervisor and other technicians for advice and assistance as needed.
• Demonstrates experience with the following: working with little supervision; managing ambiguity and autonomy; flexibility to work in an unstructured environment; dealing effectively with uncertainty and change.
• Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns.
• Educates customers regarding their existing and new services and promotes other Breezeline services to customers.
• Ensures the quality of services…