Technician, Customer and Network Facing

* Install, maintain, disconnect, and troubleshoot television, high-speed internet, telephony, and automation systems for residential and business clients.
* Performs preventative maintenance and repair of the HFC and FTTH networks, including all associated equipment, in accordance with company engineering standards.
* Read and accurately interpret system/network design maps.
* Install and replace HFC physical plant network components such as coax, actives, passives, grounding systems, pedestals, riser guards, conduit, etc., according to technical specifications.
* Identify and repair upstream and downstream ingress.
* Complete end-of-line network testing to meet technical specifications.
* Regularly test all HFC network components using test equipment including: signal level meters, volt-ohm meters, leakage detector, Time Domain Reflectometer (TDR), and Optical Time Domain Reflectometer (OTDR).
* Perform routine maintenance, troubleshoot, and update records of standby power supplies according to technical specifications.
* Troubleshoot and repair basic distribution problems associated with RF, AC, and DC elements of the forward and reverse plant.
* Restore system service outages.
* Perform CLI rideouts and monitor and repair signal leakages.
* Maintain tools and equipment inventory.
* Accurately complete work orders in a timely manner.
* Maintain, secure, and stock assigned vehicle and equipment.
* Ensure productivity is being tracked through company applications (e.g., NRBY, WFX, Stratusync, iGlass).
* Work alongside Headend personnel to properly OTDR any damaged fiber.
* Properly assist on projects such as Remote Phy, 5-85 Mhz, Node activation, E2E testing on new properties, etc.
* Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse and stocking the vehicle as needed.
* Maintain company truck and other equipment per service requirements and safety guidelines.
* Drive a company vehicle between office/home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
* Communicate with dispatch (via WFX, phone, etc.) for assistance, status on current installs, or new service requests.
* Consult with supervisor and other technicians for advice and assistance as needed.
* Interact with customers in a professional, courteous manner, including when responding to escalations and repeated customer concerns.
* Educate customers regarding their existing and new services and promote other company services.
* Comply with all safety procedures and policies.
* Integrity:
Tactful, maintains confidence, fosters an ethical work environment, prevents inappropriate behaviors by coworkers.
* Initiative:
Brings about great results from ordinary circumstances; prepares for problems or opportunities in advance; transforms leads or ideas into productive business outcomes; undertakes additional responsibilities and responds to situations as they arise without supervision.
* Planning, Prioritizing, and Goal Setting:
Prepares for emerging customer needs; manages multiple projects; determines project urgency; uses goals to guide actions and creates detailed action plans.
* Communication:
Clearly conveys information through a variety of media (verbal, written, e-mail, v-mail, etc.) in a way that engages the audience and helps them understand and remember the message; listens well.
* Self-Development and Continuous Learning:
Stays informed of current industry trends; actively identifies opportunities for learning; learns and applies new concepts to improve job performance; shares information with others on the job; takes responsibility for career development.
* Customer Focus:
Demonstrates a high level of service delivery; does what is necessary to ensure customer satisfaction; addresses and resolves service failures; prioritizes customer needs; makes customers and their needs a primary focus of actions.
* Collaboration and Teamwork:
Recognizes others’ perspective, objectives and motives; works collaboratively towards solutions that benefit all involved parties and help accomplish common Cogeco objectives.
* Attention to Detail:
Alert in high…