PURPOSE

The Service Technician is responsible for the quality assurance and installation of Fiber Optic and Smart Grid installations on EPB’s electric system. This position will work closely with the Supervisor to plan and implement Quality assurance activities. The Service Technician will be asked to perform repairs and installations. This position is key to maintaining and developing quality control standards, providing statistical analysis, and visually inspecting fiber installations in the field. The Service Technician must be proficient in all aspects of either inside or outside fiber installations.

DUTIES AND RESPONSIBILITIES

• Communicate with representatives of various contractors and employees concerning quality assurance and safety issues as related to fiber installations.

• Review, correct, and report the quality workmanship of field installations. The technician will identify areas for improvement with practical demonstration of “best practices” and implementation of customer, internal, and industry standards.

• Establish and maintain good working relationships within the department as well as other departments throughout EPB as they relate to the daily flow of work. The emphasis is working together as a team to achieve the common goal of meeting the customers’ needs in the most timely and cost-effective manner through efficient resource management.

• Ensure the safe operation and handling of equipment used to complete assigned scope of work.

• Understand and adhere to the appropriate written safety rules and procedures.

• Should seek to establish trust with peer employees as well as management.

• Daily use of hand tools, power tools, volt meters, and other test equipment.

• Accept responsibility, think independently, and make logical decisions as it relates to installation issues during day-to-day operations and service restoration.

• Daily lifting of heavy materials and equipment as well as use of a 32-foot ladder while adhering to company safety guidelines.

• Effectively communicate products and services to customers.

• Install and/or repair fiber service lines from Network Access Points to customers premise utilizing a fusion splicer, PON meter, VFL and OTDR when required.

• Install and troubleshoot basic residential and commercial phone service.

• Verify customers alarm system functions prior to and after installation of EPB’s phone service when such alarm systems are present.

• Install and troubleshoot Home Area Networks as they relate to EPB’s products and services. This will include routers, switches, laptops, desktops, printers, gaming consoles, and mobile technology devices such as smartphones and tablets.

• Professionally install and terminate coaxial and category 5e and category 6 cabling.

• Demonstrate proficiency with software applications that apply to this position. Examples are Microsoft Word, Excel, Power Point, Moblite, Skyview,

• Email, GT Viewer, Toolbox, Simple Ticket and Materials Management.

• Install and update anti-virus software provided to EPB’s internet customers.

• Demonstrated proficiency with EPB’s online customer account interface portal.

• Perform a substantial amount of field work, including installations and repairs.

• Abide by corporate privacy and confidentiality policies and compliance training guidelines.

  EDUCATION

• A minimum of a high school diploma or equivalent.

• Knowledge of equipment installation, fiber testing tools, requirements, and related reporting requirements.

• Knowledge of installed product features, functions, specifications, and configurations. -Experience in a fast-paced, high-volume environment.

• Knowledge of the basic office tools provided on each PC such as Word, Excel, Access, and PowerPoint. In addition, an individual must become proficient, in a reasonable amount of time, in applications such as Microsoft Outlook, EnQuesta, GT viewer, Moblite and any other application pertinent to the daily operations of the Meter Department.

• Excellent communication, organization, analytical, time management, and customer service skills. Additionally, the individual must have excellent system knowledge of EPB’s service area.

  CERTIFICATION(s) and OTHER REQUIREMENTS

• Ability to use hand tools, power tools, volt meters, and other test equipment.

• Ability to install, troubleshoot, and repair fiber installations.

• Ability to safely install Electric Meters and associated equipment.

• Ability to work in small, confined spaces, able to crawl, or be aloft.

• Ability to work day and night including weekends (flexible shifts).

• Ability to write legibly and speak plainly to effectively communicate job-related information both qualitatively and quantitatively to contractors and customers. This entails the proper use of English grammar for clarity of conveyance.

• Ability to accept responsibility, think independently, and make logical decisions as it relates to installation issues during day-to-day operations and service restoration

• Ability to comprehend and operate appropriate testing equipment (i.e, splicer, volt meter, TDR) to fill job requirements.

• Ability to effectively communicate information and respond to questions from management, field personnel, customers, and the general public in a clear and concise manner.

• Ability to work with basic mathematical concepts such as addition, subtraction, multiplication, division, probability, and statistics. Must have the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Applications of such concepts include, but are not limited to, expenditures, resource allocation.

• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Internal Applicants must have received a “Meets Expectations” or higher overall rating on the last annual performance appraisal and no disciplinary actions (verbal or written) during the previous appraisal period.

  ENVIRONMENTAL FACTORS and PHYSICAL REQUIREMENTS

  The work environment typically involves a customer premise, working in attics, crawl spaces, yards, places of business, and from a ladder on the inside or outside of the premise. The noise level is considered low to moderate with the majority of noise generated from telephone conversations, vehicle traffic, and power tools. The individual is expected to work in a hectic fast-paced environment while remaining calm and collected. Physical requirements include all those necessary in a typical office setting such as computer use, filing, standing or sitting for long periods of time, and talking on a phone. Other Physical requirements will include crawling under homes, through attic spaces, and working from a ladder or bucket truck with hand tools and testing equipment when required. Fieldwork also consists of inspecting completed work to ensure quality and accuracy as well as making any corrections needed. On occasion, the employee will be asked to perform similar duties assigned to a Meter/Fiber Installer. The employee must be able to lift and/or move up to 75 pounds. During system emergencies, the individual may be asked to work extended periods of time without sleep or rest. It is common to work during inclement weather.