The primary responsibility of the Field Technician is to provide high quality, effective and efficient service and support to all customers and potential customers of Polar during the installation and repair process. Install, maintain and service customer premise equipment within a fiber, copper or colocation network. Service and understand the facilities of the network and the fiber optic infrastructure. Field Technicians will partner with all departments and network support in providing the highest quality service to the customers of Polar.
The employee performing in the position will be directly responsible to the Field Operations Supervisor. In his/her absence the employee shall be responsible to the Chief Operations Officer. The employee shall cooperate and work with all other departments for the maximum benefit of the company or as directed by the Field Operations Supervisor.
The employee shall work a regular 40 hour week as scheduled by the Field Operations Supervisor. This position does qualify for overtime. The compensation is to be determined within the confines of the wage scale established in the prevailing labor contract. The employee must live within 40 miles of the reporting site.
The employee shall adhere to approved published company policies and receive all benefits and privileges cited therein.
This employee must possess an exceptional positive attitude and have the ability to work and get along with other employees. As the opportunity arises, be able to meet with and deliver exceptional customer service to Polar's customers.
This position has four distinct levels within the family of positions. These levels include Field Operations Apprentice, Field Technician I, II and III. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.
Field Apprentice (FA): this position will support the day-day customer installation of basic voice, internet and video services. The FA will be able to consult with the customer to find acceptable installations solutions and will also suggest additional Polar products and service that would be of benefit to the customer. The FA will be on the standard on-all rotation and will work evenings and weekends as needed.
Field Technician I & II: these positions serve as experienced installation and repair technicians. The FT I & II will have the ability to install all voice, internet and video products offered by Polar to customers as well as perform trouble shooting and repair of the membership services on site. The FT’s will be able to perform all functions of the essential job functions below at an advanced level, in addition to having outstanding face-to-face communications skills with residential and business clients. FT I & II have the ability to test, prepare and splice fiber optic cable to an intermediate degree, if and when necessary. The ability to operate proficiently with electronic tools to perform work within the operating system, including laptops and smart phones is necessary. The FT I & II have an advanced understanding of the local distribution network. The FT I & II will participate in the standard on-call rotation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Installs, programs and maintains all company vehicle GPS tracking equipment.
• Installs, programs and maintains all PBX and key system installations including performing software programming via personal computer.
• Is proficient in the use of personal computers.
• Installs, programs and maintains data equipment, including routers, switches and firewalls, via personal computer.
• Installs, programs and maintains alarm equipment via personal computer.
• Installs and maintains video surveillance equipment.
• Installs and maintains customer premise wireless Internet equipment.
• Installs and maintains special circuits.
• Installs and maintains customer premise DSL equipment.
• Installs and maintains customer premise FTTH equipment.
• Installs and maintains customer premise IPTV equipment.
• Reads and interprets cable records, staking sheets, circuit diagrams, maps, work orders, service orders, blueprints, jumper running list and equipment manuals.
• Provides technical-related sales and service insight to best fit the operational needs of the customer.
• Tests, locates and clears station trouble.
• Installs and maintains customer premise wire, cable and cable terminations.
• Installs, programs, repairs and maintains telephones.
• Installs station protection.
• Maintains subscriber protectors, terminations, and grounding.
• Keeps records, time sheets, material tickets, accident reports, vehicle reports, measurements, and any other clerical forms associated with the job responsibilities.
• Stays informed of all company policies, procedures and participates in all safety and training meetings.
• Uses all personal protective equipment provided.
• Provides the best possible service to all customers. Answers customer inquiries in an informative and polite manner or refers questions to the appropriate supervisory personnel.
• Promotes sale of products and features, and educates customers on their use. Handles customer problems that appear to arise from the use of the products and including requests for replacing defective parts.
• Assists in the final testing of new products.
• *Completes other duties as assigned by Field Operations Supervisor and Chief Operations Officer.
*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.