Fiber Field Service Technician II

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Full Time 86th Street TAPCO, Milwaukee, WI, US

Salary Range: $30.00 To $38.00 Hourly

* Please note - The pay rate will be based on experience*

What TAPCO has to offer you:

• 10 Paid Holidays
• Paid Vacation and Personal Time
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Generous Employer Match and fully vested from day one
• Company-Funded PPE
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee.

What you will accomplish as a Fiber Field Service Technician at TAPCO:

We are seeking a skilled Fiber Field Service Technician II who will work in the field and support all TAPCO (Traffic & Parking Control) systems. This position involves interaction with a wide variety of established customer accounts, vendors, and co-workers from all areas of the company and the general public. As a front-line ambassador for TAPCO, you will be relied upon to promote a positive customer experience with the goal of fixed right the first time, every time.

This position requires office and field work, with overnight travel up to 25% of time in the continental United States. This position reports to the Department Field Service Manager.

Essential Duties and Responsibilities:

• Performs all work prioritizing safety first
• Resolve customer issues with minimal supervision to the customer’s satisfaction via phone-based assistance, remote support tools, and appropriate escalation as needed
• Work with Sales, TSG, Project Managers when necessary to assist with resolutions to problems or customer concerns
• Establishes and maintains effective working relationships with other employees, contractors, vendors, and customers
• Safely operate related tools and equipment
• Follow all traffic safety rules while performing duties
• Track and accurately record time for projects and service tickets
• Track and maintain control over inventory used to ensure proper accounting
• Manages and follows up on all open service tickets for resolution within established service level agreement timeframe
• Coordinates necessary documentation for RMA process and handling of equipment repairs.
• Monitors, prioritizes, and follows-up on all open service cases until resolved and closed within ERP
• Drive and operate a bucket truck Troubleshoot and repair equipment including diagnosing electronic failures with minimal supervision
• Perform system installations, preventative maintenance, and repairs in the field.
• Operate related computer systems and software
• Stage and load equipment, tools and installation supplies for projects and service calls
• Provide any necessary feedback about discrepancies or issues to internal TAPCO teams.
• Participates in a 24/7 on-call rotation that requires phone support and/or onsite responses after hours.
• Participates in ongoing company-wide continuous improvement
• Travels overnight for both in-state and out-of-state work up to 25% of the time.
• Obtain technical certification and attend trainings as directed by management to further develop career
• Create ServiceNOW knowledge articles for important system operation information, troubleshooting, firmware/hardware updates or other support-related needs.
• Provides training to customers on system hardware and software.
• Performs other related work as directed by supervisor or manager.

Required Knowledge/Skills/Ability:

• Work well independently
• Excellent customer service skills in a high-stress, high-volume environment with the ability to work under a sense of urgency with minimal supervision
• Excellent verbal and written communication skills in English
• Must possess advanced interpersonal skills: positive, pleasant, respectful and customer focused
• Proficient computer knowledge/skills: PC literate (past and current Windows desktop OS, Microsoft Office, uploading and downloading files, software installation, administrative and e-mail)
• Proficient knowledge of electronic, electromechanical, and electrical power principles to include testing of components in DC and AC circuits
• Possess proficient understanding of routers, switches, and other components of an IP network
• Speak effectively and clearly with customers and employees throughout organization
• Proficient ability to read, analyze, and interpret business communications such as manuals, technical…