Field Service Technician (FST) Manager

Zentro is one of the fastest-growing internet service providers in the country, and we’re not about to stop there.

We’re putting the corporate giants on notice by providing residential and business customers with remarkably fast, exceptionally reliable internet service for less. And we’re doing it all with uncommonly responsive customer service and technical support — something the other guys can only manage in their dreams. Maybe.

READY TO BECOME A ZENTRO PRO?

Keeping internet connections up and running all day every day is kind of a big deal, and our people are proud to be doing it. Some might consider us the unsung heroes of the digital age. That’s what we think of ourselves anyway. Every person and every role here is important, and the positive energy you bring to work with you has tremendous value.

Zentro Pros come to work every day excited to make an impact. If you have an entrepreneurial spirit like we do, a strong work ethic, and a common-sense style to conducting business, there’s no doubt you’d fit right in. Zentro leadership also places great value on initiative, rewarding employees who exceed goals and expectations. So, if you’re a real go-getter, you’re definitely going to get noticed.

A COMFORTABLE PLACE TO DO YOUR BEST WORK

It’s no secret – happy people do better work. So we proudly provide a pleasant, highly functional work environment where our Zentro Pros can find their center and excel. Our headquarters is presently situated in Chicago’s burgeoning West Loop tech hub, surrounded by fast-growing technology companies of all kinds and sizes. We’re a short distance from public transportation, not to mention a growing variety of Michelin-rated restaurants, entertainment venues, and the Fulton Market District. With a job here, work is only the beginning.

A SOFT SPOT FOR THE PEOPLE WE SERVE

Zentro is proudly committed to playing an important role in the communities we serve. We’ve even partnered with large municipalities (like the City of Chicago) to provide free Wi-Fi to parks and beaches. It’s all about keeping people connected wherever they go. But, seriously, enough about us…we’re really excited to learn more about YOU!

ABOUT THIS ROLE

We are looking for an Internet and MDU DirecTV guru to manage our Field Service Technician (FST) team. Whether it’s connecting customers to our services for the first time or troubleshooting their existing connections, it’s the responsibility of the FST Manager to ensure our team is providing the best onsite customer experience all day every day. Our bar for customer care has never been higher and we’re looking for YOU to take it to new heights. If you’re up to working in a fast-paced environment with a relentless devotion to providing our customers with industry leading support, we’re up for providing you with opportunities for success.

Essential Responsibilities

• Oversee the day-to-day schedule and ensure we are providing the best experience for our valued customers. 

• Provide FSTs ongoing training and progress FSTs through their career paths. 

• Implement and enforce new strategies to increase efficiency and productivity of our FST operations. 

• Work in collaboration with the VP of Field Operations on inventory management. 

• Establish proactive measures to prevent customer complaints. 

• Use data driven metrics to determine proper staffing levels.

• Ensure all of the FSTs have the necessary tools and systems to complete their appointments in an efficient and professional manner. 

Your Team’s Daily Responsibilities

• Utilize the existing cabling (ethernet, fiber, coax, etc) to provide Internet and DirecTV to the customer. 

• Install and troubleshoot our services, including Customer Premise Equipment (CPE) and other networked devices. 

• Use proper tools and meters to ensure optimization of our services and demonstrate the services to the customers.

• Perform routine clean-up, maintenance, and audits of our equipment in IDFs/MDFs. 

• Use a company issued PC and personal cell phone to update and complete scheduled appointments.

• Drive a company vehicle (if available).

• Provide a professional customer experience, which includes arriving to appointments on time, being courteous and respectful to the customer, performing duties in a clean and professional manner “the right way” to reduce repeat visits.

• Communicate with our Customer Service Reps and NOC when required to get the job done. 

• Provide detailed and informative closeout notes at the conclusion of every visit.

Qualifications

• Deep understanding of the physical layer, Cat 5/6, 66 blocks, 110 blocks, patch panels, fiber, coax, etc.

• Superior troubleshooting and critical thinking skills with the ability to train others. 

• Ability to manage a team.

• Thorough understanding of home networking equipment, switches, routers, WiFi, streaming devices, etc.

• MDU DirecTV guru. Must know how to design and install satellite DirecTV for MDUs, including the dish, the trunk, taps, amps, swms, transponder signals, a properly balanced system, splitters, barrels, DirecTV receivers, etc.

• Ability to multitask in a fast-paced, dynamic environment.

• Proficient in troubleshooting common DirecTV errors such as 771 and 775.

• Physical requirements: Must be able to lift 60 lbs and be ok with standing for long periods and comfortable working in different positions such as kneeling, crouching, stooping, and other uncomfortable positions.

Requirements

• Management experience (highly preferred)

• Valid driver’s license and a good driving record.

• Must be willing to work day, evening or night hours; overtime, emergency on-call rotation, weekends and holidays as required. Must be reliable and punctual.

Compensation

• Salary: $55,000-$65,000 annually + bonus opportunities
• Health and Dental benefits; paid vacation, sick leave, and holidays; 401k, and more great perks.