Broadband Technician Manager

Brookings, Oregon, United States | Beacon Broadband, Inc. | Full-time

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Position: Broadband Technician Manager

Company: Beacon Broadband, Inc.

Salary: $71,382 - $88,158 DOE

 

Primary Purpose

The Broadband Technician Manager supervises Broadband Technicians to ensure that quality customer service and installation standards are achieved through reliable and efficient customer satisfaction. As an effective leader, this position must display a thorough working knowledge of all aspects of installing internet services, customer services, public relations, and on-site customer technical support. Additionally, this position provides coaching, leadership, and guidance to ensure company policies, procedures, and processes are being followed and implemented consistently.

Essential Job Functions (Reason position exists is to perform these functions)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervision of Broadband Technicians 60%

  1. Fulfills supervisory responsibilities including but not limited to planning, scheduling, delegating, appraising, coaching, counseling, training, and leadership; supports corporate business systems and policies, procedures, and practices relative to supervisory responsibilities.
  2. Responsible for Broadband technicians, install practices, and on-site troubleshooting.
  3. Knowledgeable of installing and maintaining fiber optic customer equipment for residential and business services. This includes wireless home networks and other equipment necessary for FTTH (Fiber to the Home) or FTTP (Fiber to the Premise).
  4. Ability to read, review, and understand outside plant drawings.
  5. Displays a participative style by encouraging constructive handling of conflict, providing, and accepting feedback. Encourages colleagues to use creativity to find ways to eliminate unnecessary tasks and to streamline others. Assists staff in understanding how Beacon Broadband’s goals are best accomplished. Takes genuine interest in the training and development of employees who report to him/her. Conveys respect for all employees and customers; and encourages the same in others.
  6. Communicates Beacon Broadband’s mission statement, strategic goals, and policies as they relate to customer installations and services to establish direction and to obtain understanding and commitment by the employees under his/her supervision.
  7. Assist in developing and implementing improvements designed to increase team efficiency and installation standards. Adaptable to change in the business and industry, including advancement in technology, new skills, and procedures.
  8. Develops recommendations regarding departmental policies and procedures to accomplish approved program goals through the most effective and efficient utilization of available resources.
  9. Ensures that customers are being treated with dignity, respect, and compassion and that established policies and procedures are being implemented consistently and fairly.
  10. Provide guidance and direction for broadband technicians in situations which are complex, out of the ordinary and/or without precedent. Personally, handle the installation and customer service issues of the most complex and sensitive nature, making independent decisions to bring satisfactory resolution.
  11. Create Broadband technician safety standards and ensure they are met.
  12. Analyze install information and prepare monthly performance reports.
  13. Frequent auditing and coaching technician installations.
  14. Understanding and promotion of Beacon Broadband products for up-selling.

Installations 40%

  1. Install and maintain inside fiber and equipment for residential and business services.
  2. Cross-train with Field Technicians.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competencies

  1. Customer/Customer Focus.
  2. Technical Capacity.
  3. Leadership
  4. Teamwork Orientation.
  5. Performance Management.
  6. Results Driven.

Supervisory Responsibility

This position is responsible for the performance management, ensuring safety standards and hiring of Broadband Technicians.

Work Environment

This job operates in an outdoor environment and in customer homes and businesses.  Work conditions may include extreme temperatures and poor weather conditions. This role routinely uses mobile devices, standard office equipment such as computers, phones, photocopiers, paperless filing system and fax machines.

Physical Demands

Install work is in customers’ homes and may require frequent lifting of materials and equipment up to 50 pounds and occasionally up to 100 pounds. Job requires standing, climbing, bending, pulling, crawling, and reaching. Reaching and lifting overhead is required. Use of safety equipment as required.

Climbs and works from roofs, poles, and other structures at heights of 55 feet or more above ground.

Position Type and Expected Hours of Work

This is a full-time position, and typical work hours are 9:00am to 6:00pm, Monday through Friday, and possible work from 8:00am to 5:00pm on Saturday.,  

Travel

Frequent travel throughout the Beacon Broadband service territory to customer homes and businesses. Occasional travel to community events, training seminars and/or conferences.

Qualifications

  1. Minimum five years of supervisory experience in telecommunications field required.
  2. Associates Degree in networking, computer technology or electronics is
  3. 1 to 3 years of relevant communication network installation, preferably at a carrier-class level with an Internet or Application Service Provider, is preferred.
  4. Knowledge of and ability to diagnose and troubleshoot communication networking, TCP/IP, SNMP, e-mail, internet browsers and PC setup is required.
  5. Knowledge of OTDR fiber testing and light meter reads.
  6. Must have excellent analytical problem-solving and technical troubleshooting skills.
  7. Valid Oregon driver’s license and insurability.

Additional Eligibility Qualifications

  1. Strong MS Office Suite skills.
  2. Strong skills in CHR Solutions/Omnia 360 customer information system, Mapcom M4, Alianza, TV Service and Calix.
  3. Customer/member service experience in a related field preferred.
  4. Knowledge of proper tools for working with fiber optic cabling and fiber connections.
  5. Reliable transportation for getting to work.
  6. Must be free from illegal drugs; may be subject to random and /or suspicion testing.

 

The specific statements reflected in each section of this position description are not intended to be all-inclusive, but rather the basic elements and criteria considered being necessary to satisfactorily perform the duties associated with the position.

 

Beacon Broadband, Inc. is an Equal Opportunity Employer.

 

Please inform Human Resources at 541-332-8835 or hr@cooscurryelectric.com if you require an accommodation to participate in the application process.