Field Service Technician III

Description

Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations. 

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day. 

Role Summary:

The Field Service Technician III will be a highly qualified, motivated, and experienced professional installer and repair technician to help support our growing network with:

• Internet Service

• Fiber Distribution and to the Unit

• Ethernet Based Systems

• DOCSIS 3.0 Cable Plants

• DirecTV High-Definition Satellite Service

The Field Service Technician III will work remotely with minimal supervision and is expected to be ready to meet and exceed customer expectations.

We rely on our associates for flexibility and foresight, while maintaining confidentiality related to high-level systems and operations. 

Duties & Responsibilities

• Travel to the customer's home to Install/Upgrade/Service supported products.
• Troubleshoot and test supported products to identify problems.
• Explain procedures/costs and schedule follow up calls if needed.
• Diagnose and repair supported products using schematics along with either test equipment or electronic meters.
• Provide customers with education solutions. Instruct customers on the operation and maintenance of their products.
• Provide customers with information on the wide variety of CSS products and upgrades.
• Accurately record product, client, and entitlement data for the work order.
• Complete administrative duties including ordering parts, scheduling and communicating with dispatch, electronically sending repair records to the service center.
• Maintain company-owned vehicle, laptop, cell phone, test equipment, parts and tools.
• Installation & Maintenance: Install, repair, and maintain fiber optic cabling, including underground, and building-entrance infrastructure.
• Fiber Splicing: Perform mechanical or fusion splicing of single-mode (SM) or multi-mode (MM) fiber cables within enclosures.
• Testing & Troubleshooting: Use specialized equipment—including OTDR (Optical Time-Domain Reflectometer), power meters, and light sources—to test signal strength, verify continuity, and diagnose issues.
• Other directives as required.

Requirements

Skills & Abilities

• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Organized and detail oriented with excellent follow through skills
• Working knowledge of PC and/or MAC devices
• Working knowledge of Microsoft office programs – Outlook and Excel 
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Flexibility to work outside of normal business hours and on weekends when required. This job will require varied shifts and hours including weekends and holidays.
• Must have clean MVR

Education & Experience

• High school diploma or equivalent
• At least three years of experience in service-related field
• 1-2 years in a customer service-related field
• Experience working with/installing Audio/Visual equipment
• General Construction experience
• Fiber Testing, Troubleshooting, and Repair Experience Required

Physical Requirements

• Perform manual labor that includes walking, stooping, bending, climbing stairs, climbing ladders, sitting, frequent standing. 
• Must be able to lift 75 pounds at times. 

Benefits

• 401K
• PTO & Holiday’s 
• Medical, Dental, Vision, Medical FSA 
• Voluntary Benefits: Life, AD&D, Disability