Service Technician II

Job Type

Full-time

Description

About Twin Valley

Twin Valley is a fourth-generation family-owned broadband and communications company based in Kansas. We call small-town Kansas home, and we are fiercely committed to the long-term success of our neighbors. We have been innovating for more than 80 years to help unlock possibilities for families, businesses and communities for generations. As a full-service entertainment provider, we deliver hometown service with the cutting-edge technology of the most connected cities.

With Twin Valley, you can tap into the larger world with the most reliable connections, delivered at blazing speeds.

Join in on the Success

At Twin Valley, team members enjoy the core values of a multi-generational, family-run business, combined with the competitive pay and benefits of a leading broadband and communications company. We live, work and play in the communities we serve, and many of our employees grew up in rural Kansas. So we have a special bond with our customers and take pride in providing cutting-edge connectivity to our families, friends and neighbors.

It's no wonder that Twin Valley keeps getting accolades, with recent "Best Places to Work" and "Business of the Year" award!

Job Summary:

As a Service Technician II, you play a key role in accelerating organizational success by installing, repairing, and maintaining business and residential telephone, internet, security, and TV services. You handle challenges that are escalated by a level 1 technician and serve as a project manager for plant upgrades.

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the "ways" we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant.

Requirements

You successfully fulfill the following essential duties and responsibilities:

You use your TECHNICAL SKILLS:

• Install business and residential telephone, internet, security, and TV services, including customer-premise equipment and wiring, and interfacing with central office and other peripheral equipment.
• Review services purchased with customers and how those services will be used.
• Maintain business and residential telephone, internet, security, and TV services, by troubleshooting, repairing, and replacing customer
  -premises equipment, wiring, and plant facilities. Complete necessary repairs to fully resolve problems in a timely manner.
• Assist in various plant facility changes, repairs, and upgrades to support plant operations, such as installing upgrades, repairing facilities, equipment, and performing other maintenance services, including difficult and complex challenges.

You utilize your ADMINISTRATIVE SKILLS:

• Prepare documentation to provide accurate plant records and billing data such as recording work performed, maintaining logs, closing service orders and trouble tickets, maintaining time records, and maintaining plant records.

You utilize your SALES ACUMEN to drive sales by participating in the sales process:

• Educate customers and recommend service enhancements.

You use your CUSTOMER SERVICE SKILLS:

• Perform work in a manner that focuses on increasing customer satisfaction.
• Establish and maintain positive public relations by effectively communicating with customers.

You use your COLLABORATIVE SKILLS:

• Interact with customers to understand their service issue and individual service needs.
• Participate as a member of a team for problem-solving activities, creating efficiency, sharing knowledge, and accomplishing goals.
• Work with inter-departmental staff in the role of a project manager to oversee and complete plant upgrades and manage special projects.
• Support the company by completing other duties as assigned.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications - Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate small group presentation skills and participate in meetings.
• Written Communications - Write clearly and informatively, edit work for spelling and grammar; read and interpret written information.
• Customer Service - Respond promptly and courteously to customers'…