📍 Job Overview

• Job Title: Senior Field Technician
• Company: nbn® Australia
• Location: Hervey Bay, Queensland, Australia
• Job Type: Full-Time, On-Site
• Category: Field Service, Telecommunications
• Date Posted: June 24, 2025
• Experience Level: 5-10 years

🚀 Role Summary

• Key Responsibilities: Deliver end-to-end service to homes and businesses, ensuring timely, high-quality customer service. Involved in installation, repair, and maintenance, making a meaningful impact on customer satisfaction.
• Key Skills: Customer service, problem-solving, communication, technical skills, autonomy, motivation, fault finding, installation, repair, maintenance, team collaboration, time management, integrity, adaptability, attention to detail, learning.

💻 Primary Responsibilities

• Customer Service: Provide excellent customer service to residential and business customers, ensuring their needs are met and they are satisfied with the service provided.
• Field Work: Perform installations, repairs, and maintenance on nbn™ network infrastructure, ensuring high-quality workmanship and adherence to safety standards.
• Fault Finding: Diagnose and resolve technical issues affecting nbn™ services, utilizing your technical expertise and problem-solving skills.
• Team Collaboration: Work closely with other field technicians and support teams to ensure seamless service delivery and continuous improvement.
• Time Management: Manage your time effectively to meet deadlines and ensure customer service levels are maintained.

🎓 Skills & Qualifications

Education: Relevant qualifications in telecommunications, such as Certificate III or IV, are preferred but not essential. Demonstrated experience in a similar role is considered equivalent.

Experience: Extensive experience in copper and fibre network assurance, fault finding, and installations is required. Proven track record in providing excellent customer service and technical troubleshooting.

Required Skills:

• Current Driver’s License
• Strong communication skills (written and verbal)
• Approachable and caring attitude towards customer service
• Passion for problem-solving
• Appetite for challenge
• Comfortable working to tight deadlines
• Confidence to act with autonomy, integrity, and pace under pressure
• Availability to work required hours within the 7am - 7pm timeslot and travel to areas of work away from your nominal place of residence where required

Preferred Skills:

• ACMA license
• Experience working in a telecommunications environment
• Knowledge of nbn™ network infrastructure and services

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate your technical expertise and problem-solving skills through real-life examples of installations, repairs, and maintenance work.
• Showcase your customer service skills and ability to handle difficult situations professionally.
• Highlight your adaptability and willingness to learn new technologies and processes.

Technical Documentation:

• Provide examples of technical documentation, such as work orders, reports, or diagrams, that demonstrate your attention to detail and commitment to quality.
• Include any relevant certifications or training courses that showcase your continuous learning and development.

💵 Compensation & Benefits

Salary Range: Competitive salary package, with details provided upon application.

Benefits:

• 18 weeks of paid parental leave
• Discounted gym memberships and other corporate benefits
• Device allowance or mobile device
• Options for salary sacrificing
• Inclusive work culture prioritizing balance and wellbeing
• Dedicated and caring team of subject matter experts for training and support

Working Hours: Full-time position with a 7am - 7pm timeslot, including travel to areas away from your nominal place of residence as required.

🎯 Team & Company Context

Company Culture:

• Industry: Telecommunications
• Company Size: Large (over 5,000 employees)
• Founded: 2009
• Team Structure: Field service teams working across Australia, with opportunities for coaching, mentorship, and career progression.
• Development Methodology: Focus on continuous learning and development, with a commitment to an inclusive, flexible, and supportive workplace.

Company Website: https://www.nbnco.com.au/

📈 Career & Growth Analysis

Web Technology Career Level: Senior Field Technician, with opportunities for coaching, mentorship, and career progression within the field service team.

Reporting Structure: Reports directly to the Field Service Manager, with opportunities for team leadership and mentoring roles.

Technical Impact: Directly impacts customer satisfaction and the quality of nbn™ services by ensuring timely, high-quality installations, repairs, and maintenance.

Growth Opportunities:

• Career progression within the field service team, such as team leadership or mentoring roles.
• Opportunities to develop technical expertise in specific areas of the nbn™ network infrastructure.
• Access to training and development opportunities to enhance your skills and knowledge.

🌐 Work Environment

Office Type: Field-based, with a focus on delivering customer service and technical support in residential and business environments.

Office Location(s): Hervey Bay, Queensland, Australia, with travel to other locations as required.

Workspace Context:

• Work primarily in customer homes and businesses, with access to a company vehicle and equipment.
• Collaborate with other field technicians and support teams to ensure seamless service delivery.
• Work in various weather conditions and environments, requiring physical fitness and adaptability.

Work Schedule: Full-time position with a 7am - 7pm timeslot, including travel to areas away from your nominal place of residence as required.

📄 Application & Technical Interview Process

Interview Process:

1. Online application submission and resume review.
2. Phone or video screening to assess communication skills and cultural fit.
3. Face-to-face or video interview to discuss technical skills, experience, and career aspirations.
4. Pre-employment medical assessment and criminal history check.

Portfolio Review Tips:

• Highlight your technical expertise and problem-solving skills through real-life examples of installations, repairs, and maintenance work.
• Showcase your customer service skills and ability to handle difficult situations professionally.
• Include any relevant certifications or training courses that demonstrate your continuous learning and development.

Technical Challenge Preparation:

• Brush up on your technical knowledge of copper and fibre network assurance, fault finding, and installations.
• Prepare examples of successful problem-solving and customer service scenarios.
• Familiarize yourself with the nbn™ network infrastructure and services.

ATS Keywords: Telecommunications, field service, customer service, problem-solving, technical skills, fault finding, installation, repair, maintenance, team collaboration, time management, integrity, adaptability, attention to detail, learning, nbn™ network infrastructure, nbn™ services.

🛠 Technology Stack & Web Infrastructure

Field Service Tools:

• Company-provided vehicle and equipment
• Mobile devices and software for work orders, communication, and documentation
• Personal Protective Equipment (PPE) and safety equipment

Technical Skills:

• Extensive experience with copper and fibre network assurance, fault finding, and installations
• Knowledge of nbn™ network infrastructure and services
• Strong communication and problem-solving skills
• Ability to work autonomously and manage time effectively
• Physical fitness and adaptability to various working environments

👥 Team Culture & Values

Field Service Values:

• Customer focus: Prioritize customer needs and satisfaction in all aspects of work.
• Integrity: Act with honesty, transparency, and accountability in all interactions.
• Respect: Value diversity and treat all customers, colleagues, and stakeholders with kindness and consideration.
• Collaboration: Work together to achieve common goals and support each other's success.
• Continuous learning: Embrace new technologies, processes, and opportunities for personal and professional growth.

Collaboration Style:

• Collaborate with other field technicians and support teams to ensure seamless service delivery and continuous improvement.
• Share knowledge and experiences with colleagues to enhance technical expertise and problem-solving skills.
• Work closely with customers to understand their needs and provide tailored solutions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting complex technical issues affecting nbn™ services.
• Working in various weather conditions and environments, requiring physical fitness and adaptability.
• Meeting tight deadlines and customer service level agreements.

Learning & Development Opportunities:

• Access to training and development opportunities to enhance technical skills and knowledge.
• Opportunities to develop leadership and mentoring skills within the field service team.
• Exposure to a wide range of customer environments and scenarios, fostering continuous learning and personal growth.

💡 Interview Preparation

Technical Questions:

• Describe a complex technical issue you have faced in the past and how you resolved it. What steps did you take to diagnose and fix the problem?
• How do you ensure high-quality workmanship and adherence to safety standards when performing installations, repairs, and maintenance?
• Can you provide an example of a time when you had to handle a difficult customer situation professionally? How did you approach the situation, and what was the outcome?

Company & Culture Questions:

• Why are you interested in working for nbn® Australia, and what attracts you to this role?
• How do you stay motivated and focused when working in various weather conditions and environments?
• How do you balance the demands of meeting tight deadlines and customer service level agreements with the need for high-quality workmanship and safety standards?

Portfolio Presentation Strategy:

• Highlight your technical expertise and problem-solving skills through real-life examples of installations, repairs, and maintenance work.
• Showcase your customer service skills and ability to handle difficult situations professionally.
• Include any relevant certifications or training courses that demonstrate your continuous learning and development.

📌 Application Steps

To apply for this Senior Field Technician position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume to highlight your relevant experience, skills, and qualifications for this role.
3. Prepare examples of successful problem-solving and customer service scenarios to discuss during the interview process.
4. Familiarize yourself with the nbn™ network infrastructure and services, and be ready to discuss your technical expertise and experience.
5. Research nbn® Australia and the role to ensure you understand the company culture, values, and expectations for this position.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.