Department: Operations

Reports to: Field Service Coordinator

Position: Full-time, Non-exempt

Locations: Bluefield, WV;  Logan, WV;  Christiansburg, VA

Field Service Technician Benefits: 

• Paid training
• Compensation range - $16-$28/hr
• Paid Time-Off (PTO), Paid Vacation, Flex Time, and Floating Holidays
• Tuition Reimbursement (where applicable)
• Eligible to enroll in Medical, Dental, Vision, 401k
• Discounted GigaBeam services

Summary:

Be the face of GigaBeam Networks by working and interacting directly with our customers to get quality Internet service installed and/or serviced.  This position will service our customers in multiple areas of our footprint.

• Do you enjoy physical indoor/outdoor work, talking with people, providing a great customer experience and learning new technologies?
• Are you seeking an opportunity where you have independence, confidence, and can have control of your success?
• Are you a natural leader who is adaptable and willing to learn new skills?

GigaBeam Networks is one of the fastest growing ISP's in the area. We focus on the customer experience and deliver blazing fast internet at affordable rates.

Our team is our most valuable resource. We take great care of our team, and our team takes care of our customers.  We provide our technicians with on-the-job training as well as a vehicle, laptop and tools.

Our Field Technicians are responsible for multiple customer visits daily which could include completing site surveys, installing equipment, ensuring a quality internet connection and educating our customers on our services.

Bring your computer, electrical, maintenance/repair, general labor, cable, military, customer service and/or customer relationship experience.
Installation and Service Technician Job Responsibilities:

• Uses installation tools and hand tools and perform jobs from high places (on poles and roofs), including climbing poles with proper equipment (safety belt, strap, climbers), ladders, and bucket trucks (18 to 40 feet). 
• Performs installations and changes of service, while adhering to company procedures and safe work practices, National Electric Code (NEC) and National Electric Safety Code (NESC) requirements and local ordinances to provide (or remove) services to the customer. 
• Performs service calls. Troubleshoots with customer on equipment. Assesses and designs basic home networks using appropriate technology and based on customer needs using fiberoptic cable, Ethernet, and Wi-Fi networks.
• Completes associated record keeping in a timely manner to ensure all details of the work are recorded for entry in the customer's account.
• Determines acceptability of service by reviewing and confirming quality of service, based on results of applicable tests and adjusts or fixes service to provide the best possible service for the customer.
• In support of Wi-Fi installation and trouble calls, determines appropriate placement of devices and design of Wi-Fi network in the home taking into consideration Wi-Fi channels, co-channel interference and channel utilization. Determines appropriate use of device options and provide advanced customer education to set appropriate expectations.
• Communicates, engages and provides customer with education on products and services, which may include, applications, use of services and equipment, consumer devices and company policies as they relate to the customer.
• Cleans, maintains and stocks vehicle and equipment in order to be prepared to perform required duties. Reports need for vehicle repair or service when required and/or prescribed. Reports any accidents, losses, injuries, or property damage to the Field Service Coordinator and customer when appropriate.
• Reconciles with warehouse regarding issued CPE (customer premise equipment).
• Properly operates and maintains installation tools, technology and equipment, such as installation hand tools, light power tools, meters, or ladders.
• Demonstrates the ability to navigate digital tools including work order management and digital diagnostics.
• Obtain and maintain appropriate licensing and/or background checks based on federal, state, or municipality requirements where applicable.
• Uses sound judgment in decision-making, problem-solving, project management and readily accepts ownership of personal decisions, behavior and or actions regardless of the outcome, to perform installation and service of products.
• Manipulates objects such as: pens, keyboard, mouse, connectors, fasteners, wire and uses hand tools.
• Lifts and carries loads of 70 lbs. or more, works in confined spaces such as crawl spaces or attics, works while standing 50 -70% of the time and performs work near power lines and electricity. Works in areas with exposure to moderate noise levels.
• Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
• Drives company vehicle during performance of duties in a safe and responsible manner during scheduled work days. Maintains valid driver's license.
• Effectively communicates with customers and co-workers.
• Uses close vision, peripheral vision and ability to adjust focus to use tools, equipment and objects to complete duties.
• Exposure to dogs or other animals in construction areas and in home environments.
• Completes required training and pass certification tests within specified timeframe.
• Other tasks as instructed.

Optional tasks and certifications:  Willingness to obtain certifications like CDL, and other advanced certifications and performing other skilled tasks like tower climbing will advance compensation.

REQUIRED QUALIFICATIONS

Skills / Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate verbally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to work independently and as a team member
• Advanced-products and services implementations skills
• Preference to at least 2 years’ experience as a technician performing related services for homes and businesses
• Strong customer service skills; friendly, approachable and motivated with a strong work ethic and high degree of integrity
• High energy, being resourceful, and strong multi-tasking skills
• Basic computer skills: basic electronics and/or audio/video knowledge is helpful
• Willingness to work flexible schedules including weekends, holidays, and evenings
• Must be able to work overtime, this position is 40+ hours a week
• Must possess a valid driver’s license with a driving record that meets company minimum safety standard
• Technical/vocational school a plus
• Cable/broadband industry experience a plus
• Passion for technology is a plus
• Construction background a plus

Education
High School Diploma or GED, job specific training will be provided.

WORKING CONDITIONS
Varies with office / warehouse / and field environments
Travel as required

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 that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform this job, as long as that would not hinder or prevent performance of duties or be a safety concern.

Key to show % of time requirements necessary to perform essential functions of this job:
0%= Zero (O) 1-35%= Little (L) 36-70%= Moderate (M) 71-100%= Great (G)

Physical Requirements: Heavy: Lifting 25+ lbs.
M- Bending/Stooping
M- Reaching above/below waist
M- Pushing/pulling movements
M- Climbing stairs/ladders
M- Standing
M- Sitting
M- Walking
M- Kneeling
M- Lifting
O- Taste/smell
M- Keyboard
L- Color/Depth Perception
M- Fine hand & finger movements
M- Operate motor vehicle
M- Operate various Equipment

SUCCEEDING AT GigaBeam Networks
At GigaBeam Networks, we truly believe in building leaders within all levels of the company. It is our goal for all our employees to be successful. We have implemented training programs, refreshers, one-on-one meetings, periodic evaluations, and Key Performance Indicators (KPIs) which all combine to help us help you become a better leader.

DISCLAIMER: We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability, or any other legally protected characteristic. All employees must be authorized to work in the United States. We are a drug-free work environment. Employment with the Company is contingent on the successful completion of a drug test, reference check, and MVR check.

The idea of connecting others started when family and neighbors didn’t have quality Internet access. After a lot of research, a few maxed credit cards, and hard work, GigaBeam Networks was born. GigaBeam Networks thrives by bridging the gap in rural America with high-speed Internet. Headquartered in Bluefield, West Virginia, our creative rockstar team is known for problem solving and spot-on customer service. With an ever-growing squad, you can find us across southwestern Virginia and Southern West Virginia.

SUMMARY

This position is responsible for scheduling and daily coordination of Field Service Technicians and ensuring all tasks are performed in an efficient manner.

Position: Full-time, Non-exempt

Locations: Bluefield, WV

Pay:  Depending upon experience and qualifications

Benefits include:

• Medical Insurance
• Holiday & Vacation Pay
• 401k
• Employee Discounts

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer and employee experience.
• Oversee coordination of Field Service Technician schedules in accordance with staffing objectives to ensure achievement of operational objectives.
• Confirm daily work for customers and assist in rescheduling if needed
• Ensure work is completed and paperwork from field is returned and has all information necessary
• Review paperwork for each job to ensure accuracy
• Assist with scheduling of training for Field Service Technicians
• Communicate effectively with Field Service Technicians and support team
• Ensure that the proper tools and necessary equipment are available and in good condition to perform the required work
• Ensure customers receive the best customer service possible.
• Ensure top priority customer issues through to resolution and identify improvement opportunities.
• Perform other duties as required.

REQUIRED QUALIFICATIONS

Skills / Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to analyze and interpret data
• Ability to communicate verbally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel, including presentation skills
• Ability to manage workflow, improve overall company effectiveness and productivity
• Ability to positively influence and persuade
• Ability to prioritize and organize effectively
• Ability to work independently
• Advanced-products and services implementations skills
• Effective analytical PC skills
  
  

Education
High School Diploma or GED and five years of hands-on technical experience and/or training; or equivalent combination of education and experience

WORKING CONDITIONS
Varies with office / warehouse / and field environments
Travel as required

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 that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform this job, as long as that would not hinder or prevent performance of duties, or be a safety concern.

Key to show % of time requirements necessary to perform essential functions of this job:
0%= Zero (O) 1-35%= Little (L) 36-70%= Moderate (M) 71-100%= Great (G)

Physical Requirements: Heavy: Lifting 25+ lbs.
M- Bending/Stooping
M- Reaching above/below waist
M- Pushing/pulling movements
M- Climbing stairs/ladders
M- Standing
M- Sitting
M- Walking
M- Kneeling
M- Lifting
O- Taste/smell
M- Keyboard
L- Color/Depth Perception
M- Fine hand & finger movements
M- Operate motor vehicle
M- Operate various Equipment

SUCCEEDING AT GigaBeam Networks
At GigaBeam Networks, we truly believe in building leaders within all levels of the company. It is our goal for all of our employees to be successful. We have implemented training programs, refreshers, one-on-one meetings, periodic evaluations and Key Performance Indicators (KPIs) which all combine to help us help you become a better leader.

DISCLAIMER: We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability or any other legally protected characteristic. All employees must be authorized to work in the United States. We are a drug-free work environment. Employment with the Company is contingent on the successful completion of a drug test, reference check, and MVR check.

The idea of connecting others started when family and neighbors didn’t have quality Internet access. After a lot of research, a few maxed credit cards, and hard work, GigaBeam Networks was born. GigaBeam Networks thrives by bridging the gap in rural America with high-speed Internet. Headquartered in Rich Creek, Virginia, our creative rockstar team is known for problem solving and spot-on customer service. With an ever-growing squad, you can find us across southwestern Virginia and Southern West Virginia.