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Field Service Specialist

2 months ago

Rock Falls, Illinois, United States Surf Internet Full time

Position Overview: The Field Service Specialist serves as the primary representative of Surf Internet, playing a crucial role in our customer-focused team.

Key Responsibilities:

  • Conduct installations and repairs of both wireless and fiber services at customer locations, ensuring high-quality service delivery.
  • Regularly ascend ladders and perform tasks on rooftops during service operations.
  • Occasionally scale residential towers up to 100 feet for installation and maintenance tasks.
  • Diagnose and troubleshoot internet issues, aiming to resolve customer concerns effectively.
  • Prepare for daily assignments by gathering necessary equipment and supplies from the warehouse.
  • Maintain the company vehicle and tools in accordance with safety standards and service protocols.
  • Safely operate the company vehicle between the office and various job sites, adhering to all traffic laws and company policies.
  • Communicate effectively with supervisors and utilize provided software for scheduling and technical support.
  • Engage with customers professionally, addressing escalations and providing assistance with service inquiries.
  • Educate customers on the features and benefits of the services provided.
  • Promote additional Surf Internet services to enhance customer accounts and generate new business opportunities.
  • Explain service agreements and address any billing-related questions.
  • Ensure a clean and organized work area upon job completion.
  • Participate in team meetings and contribute to collaborative efforts.
  • Be available for on-call duties as assigned.
  • Apply training and knowledge to enhance work performance.
  • Document work order updates as required using customer management software.
  • Maintain regular attendance and be flexible with work hours to meet operational needs.
  • Adhere to all company policies, procedures, and safety practices.
  • Perform additional tasks as assigned.

Qualifications:

  • High school diploma or GED; further education is a plus.
  • Must be at least 18 years old.
  • Valid driver's license with a clean driving record.
  • Strong customer service, time management, and problem-solving skills.
  • Familiarity with PCs and Google Docs.
  • Self-driven with the ability to work independently and collaboratively.
  • Professional communication skills with customers and team members.
  • Ability to maintain a professional appearance in various work settings.
  • Basic knowledge of electronics and connectivity.
  • Willingness to work required shifts and overtime as needed.
  • Ability to travel within the assigned service area.

Working Conditions:

  • The role requires frequent standing, walking, and handling tools or equipment. Must be physically fit to climb heights of up to 100 feet and perform demanding tasks. Ability to lift and carry heavy objects (75 pounds or more) is essential. Must be comfortable working in various weather conditions.