Customer Service & Support Jobs in Toledo, OH (Now Hiring) — 933 open

Description

JOB TITLE: Apprentice Technician

DIVISION: Service

DEPARTMENT: Technical Operations

JOB SUMMARY

The Apprentice Installation Technician is an entry-level field position responsible for installing, activating, converting, reconnecting, disconnecting, and removing residential telecommunications services and customer premise equipment. The position installs broadband internet, video, voice, Wi-Fi, and fiber-based services in accordance with Company safety, quality, productivity, and customer-service standards.

Responsibilities include installing aerial and underground service drops when applicable, customer premise wiring, outlets, grounding systems, network interface devices, optical network terminals, modems, routers, Wi-Fi equipment, voice equipment, video equipment, and other associated customer premise devices. The Apprentice Technician verifies proper operation of newly installed services, educates customers on equipment operation, protects customer property, and accurately documents all completed work.

This position is focused solely on installation and conversion activity. It does not perform standalone service troubleshooting, network maintenance, outside plant repair, or advanced diagnostic work. Service impairments, network concerns, or conditions outside the scope of a standard installation are documented and escalated in accordance with established procedures.

Reports To: Technical Operations Supervisor

Direct Reports: None

ESSENTIAL JOB FUNCTIONS

Installation and Conversion Activities

•  Complete assigned installations, service conversions, reconnects, disconnects, equipment upgrades, and related customer premise work accurately and within established productivity expectations.
•  Install and activate residential broadband internet, video, voice, Wi-Fi, and fiber-based telecommunications services using Company-approved methods and materials.
•  Install, route, secure, terminate, and label coaxial cable, fiber-optic cable, data cable, telephone wiring, and other customer premise wiring as required by the assigned work order.
•  Install customer premise equipment, including network interface devices, optical network terminals, modems, routers, mesh Wi-Fi devices, voice equipment, video equipment, power supplies, splitters, connectors, and related accessories.
•  Install aerial or underground service drops when required and within the approved scope of work.
•  Perform proper bonding and grounding in accordance with applicable electrical codes, Company standards, and approved installation practices.
•  Verify that installed services and equipment are operating properly before leaving the customer premise.
•  Remove abandoned wiring, equipment, and materials when required and leave the work area clean and free of installation debris.

Customer Experience

•  Present a professional, courteous, and respectful image when interacting with customers, coworkers, contractors, and the general public.
•  Explain the work to be performed, set appropriate expectations, and obtain required customer authorization before beginning work.
•  Educate customers on the basic operation and care of installed services and equipment, including Wi-Fi connectivity and equipment placement.
•  Protect customer property and restore work areas to a clean and orderly condition following installation activity.
•  Communicate delays, access concerns, scope changes, or other issues promptly to the appropriate support personnel or supervisor.

Operational Responsibilities

•  Complete work orders, electronic records, notes, equipment assignments, and other required documentation clearly, completely, accurately, and on time.
•  Maintain assigned tools, test equipment, safety equipment, inventory, materials, mobile devices, and Company vehicle in good working order.
•  Account for equipment and materials issued or recovered during assigned work.
•  Read and interpret work orders, service records, maps, prints, diagrams, and basic construction information necessary to complete installation activity.
•  Report damaged facilities, unsafe conditions, access problems, construction concerns, or suspected network issues through established escalation procedures.
•  Use proper telephone, text, email, and electronic communication etiquette.
•  Perform additional installation-related duties and special projects as assigned.

Safety and Compliance

•  Operate Company vehicles safely and in compliance with traffic laws, Company policy, and fleet requirements.
•  Safely use ladders, hand tools, power tools, personal protective equipment, and other approved installation equipment.
•  Follow applicable safety procedures for working at heights, near electrical facilities, in confined spaces, and around customer property.
•  Follow all Company and departmental policies and procedures, including equal employment opportunity, safety, confidentiality, and rules of conduct.
•  Immediately report injuries, vehicle incidents, property damage, unsafe conditions, and safety concerns in accordance with Company procedure.

JOB REQUIREMENTS 

Education and Experience

•   High School diploma or equivalent - Required
•   No previous telecommunications experience or post-secondary education is required.
•   Successful completion of Company-provided installation training and required testing within the established timeframe – pre and post apprenticeship program.

Core Competencies

•   Agile - Embraces change; adaptable and flexible; demonstrates a sense of urgency.
•   Innovative - Uses critical thinking; demonstrates creativity and continuous learning; appropriately challenges the status quo.
•   Customer Focused - Creates an exceptional internal and external customer experience; demonstrates a sales and service mentality.
•   Collaborative - Demonstrates teamwork, proactive knowledge sharing, and constructive conflict resolution.
•   Accountable - See it, Own it, Solve it, Do it; holds self and others accountable.

Job-Specific Competencies

•   Customer service and professional communication.
•   Safety awareness and compliance.
•   Quality workmanship and attention to detail.
•   Productivity and time management.
•   Ability to follow written and verbal instructions.
•   Ability to learn and apply technical installation procedures.
•   Organization, dependability, and reliability.
•   Ability to work independently and as part of a team.

Other Requirements and Skills

•   Valid driver's license and driving record that meet Company standards at all times.
•   Background record that meets Company standards.
•   Reliable means of transportation at all times.
•   Ability to use mobile devices, computers, and Company software necessary to receive, document, and close assigned work.
•   Ability to read, write, and communicate clearly in English.
•   Ability to work effectively with customers, management, coworkers, support departments, and the general public.
•   Professional appearance and demeanor.
•   Punctuality and reliable attendance.
•   Ability to maintain confidentiality of customer, employee, financial, operational, and Company information.

PHYSICAL DEMANDS

Walking, kneeling, standing, regularly lifting up to 80 pounds, stooping, crawling, climbing telephone poles, stairs, and ladders, sitting, driving, hearing, talking, vision, and use of hands and fingers to grasp, hold, pick up, rotate, type, and operate tools and equipment.

Ability to regularly carry, lift, place, and climb ladders, including removing and replacing ladders from Company vehicles. Ability to work at elevated heights of approximately 30 to 40 feet for extended periods. Ability to work in confined spaces, including attics and crawlspaces, for extended periods.

WORKING CONDITIONS

•   The regular shift for an Apprentice Installation Technician is eight hours per day, five days per week. Assigned shifts and reporting locations are subject to change based on operational needs.
•   Overtime, including holidays, weekends, and nights, may be required by the Company. The Apprentice Installation Technician may be mandated to work overtime.
•   The majority of work is completed away from Company premises at customer locations and outdoors in all weather conditions.
•   The Apprentice Installation Technician regularly drives a Company vehicle and must maintain a driving record that meets Company insurability standards. The employee is subject to periodic motor-vehicle-record checks and may be required to provide written authorization upon request.
•   The Apprentice Installation Technician regularly carries, lifts, places, and climbs ladders in the performance of job duties, including removing and replacing ladders from the top of a

Company vehicle.

•   The position operates in a performance-focused environment and is expected to consistently demonstrate a positive, proactive approach to meeting customer and operational needs.
•   The Company is a drug-free workplace. Employees are required to comply with all applicable drug-free workplace programs and policies, including pre-employment and random testing.
•   The duties assigned, hours worked, reporting location, and status of this position are subject to change as the needs of the Company change.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other Company information gained through a Company resource constitutes a breach of confidentiality and is strictly prohibited. Unauthorized use of Company resources, equipment, or information, and/or breaches of confidentiality, may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required