Nebraska Jobs

Field Technician Position Summary – Posted 9/22/20

The Field Technician provides direct accountability for customer work order completion and service stability. Their primary role is to provide excellent service to our customers. They accomplish this by arriving on time for their appointments, listening to the customer, treating them with respect, completing the necessary installation or service work, accurately completing their paperwork and payments, and thanking the customer for their continued business.

The Field Technician reports directly to the Plant Manager, or in some systems to the Field Technician Supervisor, and communicates successes, issues or concerns. Frequent and respectful coordination and communication with the Dispatch department is critical. Scheduled work is issued through dispatch and deviations to the schedule are coordinated between dispatch and the local management.

Some travel to the Corporate office in Kearney will be required.

Primary Duties *This list is not intended to be comprehensive, but give a baseline of expectations

• Provides Excellent Customer Service
  • • Arrives on time for the scheduled timeframe of the work order
    • Follows the Customer Experience checklist to effectively communicate with the customer and treats them with courtesy and respect at all times
    • Ensures all equipment or services are installed and active, cables are routed in a clean manner and that the customer’s services are working properly when they leave
    • Avoids suspending a work order until all troubleshooting and repair options have been exhausted
    • Follows the company dress code and represents the company professionally at all times
    • Participates actively in the on-call rotation as requested
• Monitors System Health
  • • Reviews their weekly technician scorecard metrics, and strives to improve in weak areas
    • Utilizes Electronic Quality Assurance (EQA) and strives to comply on all installations and service calls
    • Utilizes CMPC’s monitoring reports to keep Out of Spec modems in their area at a minimum

• Communicates Effectively
• • • Is kind and courteous in all interactions with their co-workers, Dispatch and Office staff
    • Notifies Dispatch and Management about issues preventing work from being completed and follows through to assist with the completion of necessary repairs
    • Updates their timesheet on a daily basis, or within the two-day update window, and rarely needs corrections
    • Participates in the weekly “Technician L10” meetings by focusing on the performance metrics (VTOs, Rocks, To-Do’s), communicating issues and bringing thoughts on solutions
    • For those who are responsible for inventory in their system, completes the necessary reporting on-time and accurately.

• Maintains our Resources
• • • Performs any maintenance work necessary or requested by their supervisor to keep the service delivery network in top operating condition
    • Keeps their place of work clean from clutter and well maintained, as well as cleaning, organizing and washing their assigned vehicle.
    • Consistently performs monthly vehicle inspections and works with their supervisor to coordinate necessary maintenance
    • Takes good care of all equipment issued by the company by avoiding dropping, rough usage and breakage, and takes special care not to leave it in a spot where it could become damaged.
    • Works with their supervisor to coordinate repair, maintenance or replacement of field technician tools (meters, locate equipment, etc.)

• Spends Wisely
• • • Balances cost and convenience when refueling their vehicle and in maintenance being performed
    • Follows the Operations Department Spending Policy and any company-issued spending guidelines
    • Complies with requests by Dispatch and their supervisor to mitigate overtime hours worked
    • Completes purchase orders according to company policy for items or resources they purchase
    • Seeks opportunities for cost effective spending and bulk purchases where beneficial

• Plans for the Future
  • • Completes training and advancement opportunities provided
    • Seeks to improve their experience and knowledge by volunteering to help with projects as time allows
    • Identifies and reports on areas of new growth potential or opportunities in their system(s)
    • Other duties as assigned
• Cross-Training
  • • Headend Operation and Maintenance
    • Commercial Device Installation and Repair
    • Basic IP Network Troubleshooting
    • Plant Maintenance and Troubleshooting

Interested in becoming a part of our team? For more information or to apply, please email hr@usacommunications.tv