Field Service Representative (Iowa City, IA)

Field Service Representative (Iowa City, IA)

08 Feb 2019

Field Service Representative (Iowa City, IA)

Vacancy expired!

Field Service Representatives are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP video, cable TV, IP phone network core, and distribution equipment. You'll do all this onsite interacting daily with our customers, which means you'll need to have a professional attitude and appearance. You'll report directly to a regional supervisor.

You'll be a part-time worker, based in Iowa City, IA.

Here's your job:

Providing exceptional service to customers

Working with Apogee to address end-user and network escalations

Working with Apogee to coordinate client activities (e.g. move-in)

Responding to emergency outages promptly

Monitoring, investigating and retiring equipment alarms

Collaborating with local network partners to address escalated issues/situations (e.g. virus outbreaks)

Maintaining own schedule for onsite customer appointments within 24-48 hour SLA

Tracking and updating escalation tickets

Working with Apogee on customer install activities as needed

Seeing that Apogee's policies and end-user agreement are upheld in your perspective region

Generating reports as required

Attending training events as required

Other documentation and administrative duties as requested

You'll love this job if this describes you:

Deeply engrained self-motivation. You're motivated to get work done. That means that you love efficiency and are driven to complete a project.

Technical aptitude. Pick up on technical things quickly, and you are good at learning new products and new technologies. This specifically includes: reading blueprints, installing and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.

Service to others/customers. Listen to customers (internal and external), address their needs and concerns, and keep customers informed by providing status reports and progress updates. Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.

Taking initiative. Respond quickly and appropriately to requests that come to you from internal and external customers. Assume you're wholly responsible for owning an issue to its conclusion (including solving the problem or escalating it in a timely manner).

Experience we're looking for:

Experience with commercial grade networking equipment

Experience with fiber and copper-based, PON, DSLAMS, RF via coax, and QAM

Complete understanding of electrical, analog, digital, electronic, switch and routing concepts

Certifications such as Net+, CCENT, CCNA, CWTS

Experience with Cable TV "headend" equipment

Associate's Degree in a technical field with 2+ years' experience or Four-year degree in Technology field

2-3 years of helpdesk or technical support experience

2-3 years of customer support experience

Important considerations you should review:

Physical requirements. You'll use your hands to type, use power tools. You'll stand, walk, reach with arms and hands and due to the need to review client sites, may have to step over, climb or balance around obstacles, twist, stoop, kneel, crouch or crawl. Our equipment can be heavy, you'll need to lift up to 75 lbs.

Scheduling. You'll be on-call for your region/campus 24/7/365, except during requested time off. Unless there is a maintenance emergency or a business need that requires weekend work. You will work weekends during "move-in" this varies from region to region, but typically in August-September, you will work weekends since this is our busiest time of the year.

Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver's license. You must also pass a criminal background check to work on any of our customer's properties.

We're Apogee, nice to meet you.

Apogee is the leading provider of network service technology to higher education institutions around the United States. Over the last 10 years, Apogee has doubled in size every 4 years and expects continued growth. We are a fast-paced, growing company, and that growth regularly leads to opportunities for driven, hardworking employees to grow with the company in advancement.

Apogee provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Apogee complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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