Sales And Service Technician

Position Title: Sales & Service Technician

Union: CWA 7670

Everyone deserves the best internet possible, and that’s the refreshingly great experience we’re creating at Ziply Fiber. We’re bringing fiber to more than one million homes and businesses across the broader Northwest. By pairing brilliantly fast internet with customer choice and control, we’re making it simple and easy for you to connect to the things that matter most to you. Ziply Fiber is based in Kirkland, Washington, providing communities across Washington, Oregon, Idaho, and Montana with fiber internet in addition to streaming TV, privacy products, and phone service as well.

The primary job responsibilities of the Sales & Services Technician are to engage and develop customer relationships and provide solutions to our customers through our products and services. All our employees are ambassadors of Ziply Fiber within our communities.

Duties include, but are not limited to, the following:

• Install and maintain inside wire for residential/business broadband (HSI/Video) service.

• Install Central Office and B-box junctions as required for broadband continuity, digital subscriber

carriers and associated broadband equipment, such as DSLAMS (Digital subscriber line access

multiplexer), Residential Gateways and HSI (High-Speed Interface) business class routers.

• Install an array of wireless home networking equipment. Other equipment will include FTTH (Fiber to the House).

• Use and understand automated Dispatch equipment (i.e. handheld terminals), read and understand broadband service orders and trouble tickets, and the use of appropriate broadband test equipment.

• Participate in the company lead generation program through the promotion and sale of additional Ziply Fiber products and services during each customer contact.

• Communicate effectively and accurately on customer issues to eliminate repeat trouble calls.

• Mentor co-workers to expand knowledge, be self-motivated and display the ability to follow through on assignments in a timely manner.

• Effectively use preventive maintenance program by rebuilding aerial/buried/underground cables.

• Read and interpret Outside Plant drawings.

• Navigate web, set up Business/Residential computer(s) and demonstrate applications to customer.

• Effectively use Ziply Fiber’s internal programs and dispatch program to complete assignments.

• Support, install, and repair company products and services.

• Fully understand and adhere to the 5-Step Peace of Mind Service Process.

• Responsible for promoting and selling the company’s products and services and participate in the company’s sales referral programs during their working hours.

• Understand and demonstrate basic telephone/broadband technology. Utilize test equipment to install products and isolate trouble effectively.

• High School diploma or equivalent is required.

• Five (5) years of experience in telecommunications installation and maintenance is highly desired but not required.

• Must possess and maintain a valid State Drivers License and satisfactory driving record.

• Must complete Pole Climbing Certification (Individual cannot exceed 275 lbs.).

• Must complete company provided training and provide ability to complete full installs for HSI and/or video.

• Additional equipment certification/licensing/experience is a plus but not required (i.e., Nortel, DMS10, Adtran, AFC/Tellabs, Calix, Go Digital, Acetelis, Pair Gain, Multiplexers, Seiscor/Pulsecom S24DU/COT, Fiber, Optics, etc.).

• Understanding of telephony knowledge is highly desired.

• Understand different PC operating support systems.

• Must have knowledge of the following Internet Protocol attributes:

o Fundamentals

o Behaviors

o Current technologies

o Network troubleshooting diagnosis

• Telecommunications wiring color-code competency is highly desired but not required.

Knowledge, Skills and Abilities:

• Ability to work nights and weekends if applicable.

• Ability to remain calm in high stress situations and demonstrate good judgment.

• Basic keyboard and software skills.

• Simple and complex mathematic skills.

• Active listening, decision making, and problem solving skills.

• Ability to maintain strong communication with customers and different personalities.

• Ability to communicate effectively verbally and through written communication

• Ability to read and understand road maps, discern street signs and address numbers.

• Ability to be unaffected by flashing lights and strobes.

• Ability to maintain a professional manner and appearance at all times.

• Ability to operate equipment to perform the essentials functions of the job (i.e. handheld terminals, splicing tools, test equipment, computer/laptop, phone, and company vehicle.)

• Ability to drive on behalf of the company in a safe and responsible manner.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sales & Service Tech work involves driving a motor vehicle and must be able to regularly and safely perform all functions of operating a motor vehicle. Essential and marginal functions may require maintaining physical condition necessary to frequently stand, walk, climb, or sit for prolonged periods of time and regularly position oneself (e.g. bend, twist, reach, grasp, push, pull) and frequently handle, lift, and carry objects over 50 lbs.

The Sales & Service Tech will frequently work in extreme temperatures and heights over 15 feet. They will occasionally work in confined spaces (i.e. attics, crawl spaces, manholes, trenches), and moderate to high noise levels. Except where appropriate and conducive to accomplishing the goals and objectives of a particular task (such as in an emergency situation) the Sales & Service Tech will work in a well-lighted area that is ventilated and is as physically and psychologically innocuous as possible under the conditions which exist at a particular time.

Ziply Fiber recognizes and strongly supports the benefits of a diverse workforce and strives to provide a culture that recognizes the unique contributions of each of our employees. Ziply Fiber requires a drug test, background check, employment, and education verification as conditions of employment. Ziply Fiber is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability, or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.

The statements in this document are intended to describe the general nature and level of work performed by individuals assigned to the classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This document in no way constitutes a contract of employment. Ziply Fiber reserves the right to modify job descriptions, policies or any other procedural documents at any time, for any reason without prior notice.a