Job Title: Service Technician
Business Department: Field
Reports To: Service Manager
FLSA Status: Non-Exempt
Position Summary:
The Fiber Optic Service Technician is responsible for inspecting, maintaining, troubleshooting, testing, and repairing electrical and fiber optic systems in commercial, industrial, and telecommunications environments. This role supports both new construction and service-related projects by installing, terminating, splicing, testing, and maintaining fiber optic infrastructure. While this position does not involve designing electrical or fiber systems, the technician will identify and report potential issues related to system design or installation.
Key responsibilities include responding to service requests, diagnosing equipment and network issues, performing routine maintenance, completing fiber optic installations, and implementing repairs and upgrades to ensure reliable system performance, quality, and safety.
Essential Duties and Responsibilities
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Troubleshoot, diagnose, and perform electrical repairs on systems and equipment in the field.
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Install fiber optic cable in both Inside Plant (ISP) and Outside Plant (OSP) environments.
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Perform fiber termination, fusion splicing, cable restoration, and connector installation.
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Test, troubleshoot, and certify fiber optic systems using OTDRs, light source/power meters, visual fault locators, and other industry-standard testing equipment.
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Install, maintain, and repair fiber enclosures, patch panels, splice cases, and related fiber infrastructure.
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Read and interpret blueprints, fiber optic drawings, splice diagrams, electrical schematics, specifications, and technical documentation.
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Respond to a variety of service calls, often with minimal notice, in a dynamic and fast-paced environment.
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Accurately document service activities, including work performed, materials used, testing results, customer training, and expenses.
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Provide on-call emergency service as needed and maintain communication with the department manager while on-site.
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Educate customers on electrical and fiber optic system maintenance, safety practices, and general operating procedures.
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Maintain compliance with company safety policies, customer requirements, and industry standards.
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Perform other duties as assigned.
Competencies
- Ensures Accountability: Follows through on commitments and makes sure others do the same; Acts with a clear sense of ownership; Takes personal responsibility for decisions, actions, and failures; Establishes clear responsibilities and processes for monitoring work and measuring results; Designs feedback loops into work.
- Customer Focus: The Service Technician demonstrates a strong customer focus by actively seeking to understand customer needs and concerns. They identify service opportunities that provide value to the customer and contribute to overall satisfaction. With a solutions-oriented mindset, the technician delivers reliable, high-quality work that meets or exceeds customer expectations. By building trust and maintaining open communication, they establish and nurture effective, long-term customer relationships.
- Action Oriented: Readily takes action on challenges, without unnecessary planning; Identifies and seizes new opportunities; Displays a can-do attitude in good and bad times; Steps up to handle tough issues.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
The ideal candidate will have a minimum of three years of combined experience in residential, commercial, and repair work, or possess equivalent relevant experience. Completion of an accredited electrical apprenticeship program is preferred. Candidates must be capable of managing multiple tasks efficiently, including handling materials and organizing job site needs. A valid, clean driver’s license is essential for travel to various job sites. Strong written and verbal communication skills are required, along with proven experience using hand and power tools, soldering equipment, and fault-testing instruments. A solid understanding of the National Electrical Code (NEC) and applicable building codes is also necessary for success in this role.
Language/Interpersonal/Leadership Skills
The successful candidate must possess strong verbal and written communication skills. They should be able to express ideas clearly and concisely, both in person and in writing, and be skilled at listening to and addressing the needs of end users. The ability to read and interpret technical documents, such as operating instructions, safety rules, and procedure manuals, is also essential.
Mathematical Skills
Basic mathematical skills, including the ability to perform addition, subtraction, multiplication, and division with whole numbers, fractions, and decimals, are essential for the role.
Computer Skills
This position does not require advanced computer skills. However, familiarity with basic mobile apps or time entry systems is beneficial. Service Technicians may be required to use tablets or smartphones to clock in and out, access job site details, or review project documentation.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this field-based position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to stand, walk, climb, bend, stoop, kneel, crouch, or crawl throughout the workday. The role involves using hands and arms to handle tools, materials, and equipment. The employee must regularly lift and carry up to 50 pounds, and occasionally more with assistance. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
This is a field-based role on residential, commercial, and industrial electrical sites. Work is performed indoors and outdoors in all weather conditions and involves physical tasks such as lifting, climbing, and working in confined spaces or at heights. PPE is required, and adherence to all safety protocols is mandatory. Flexibility in scheduling may be needed to meet project demands.
