Residential Installation & Service Technician

Compensation & Benefits

• Pay: $18.20/hr + Quarterly Bonuses
• Training: Paid training provided
• Benefits: Comprehensive package effective Day 1, including Health, Dental, Vision
• Perks: Highly discounted cable services, 21 paid days off + 8 company observed holidays

Core Responsibilities

• Performs installations and changes of service, adhering to company procedures, safe work practices, National Electric Code (NEC), National Electric Safety Code (NESC), and local ordinances
• Completes all customer interactions as required
• Performs service calls and troubleshoots the drop from the tap to the customer's equipment
• Assesses and designs basic home networks using coaxial cable, Ethernet, Wi-Fi, and multimedia over coax alliance (MoCA) based on customer needs
• Completes associated record keeping in a timely manner to ensure all work details are recorded in the customer's account
• Determines acceptability of service by reviewing quality of service based on test results and adjusts or fixes service as needed
• For Wi-Fi installation and trouble calls: determines appropriate placement of devices and Wi-Fi network design, considering channels, co-channel interference, and channel utilization; determines device options and provides advanced customer education
• Communicates with and educates customers on products and services, including channel lineups, applications, equipment use, consumer devices, and company policies
• Cleans, maintains, and stocks vehicle and equipment; reports need for vehicle repair or service; reports accidents, losses, injuries, or property damage to Supervisor and customer when appropriate
• Reconciles with warehouse regarding issued CPE (customer premise equipment)
• Properly operates and maintains installation tools, technology, and equipment such as hand tools, light power tools, meters, and ladders
• Navigates digital tools including work order management and digital diagnostics
• Obtains and maintains appropriate licensing and background checks based on federal, state, or municipality requirements
• Uses sound judgment in decision-making, problem-solving, and project management; takes ownership of personal decisions, behavior, and actions

Physical & Environmental Requirements

• Performs jobs from high places, including climbing poles with safety belt, strap, climbers, ladders, and bucket trucks (18 to 26 feet)
• Manipulates objects such as pens, keyboard, mouse, connectors, fasteners, wire, and uses hand tools
• Lifts and carries loads of 70 lbs. or more
• Works in confined spaces such as crawl spaces or attics
• Works while standing 50-70% of the time
• Performs work near power lines and electricity
• Works in areas with exposure to moderate noise levels
• Works within manufacturer's rated weight capacity for all equipment including ladders and aerial lifts
• Drives company vehicle during duties; maintains valid driver's license
• Uses close vision, peripheral vision, and ability to adjust focus to use tools and equipment
• Exposure to dogs or other animals in construction areas and home environments
• Works in various weather conditions including heat, cold, rain, and other precipitation
• Normal work shift may include weekends; may include 10-hour days for 4 days a week and/or mandatory overtime including weekends, evenings, and holidays

Qualifications

• High School Diploma / GED
• Must complete required training and pass certification tests within specified timeframe
• Must meet or exceed established goals and performance metrics
• Regular, consistent, and punctual attendance; must be able to work nights and weekends, variable schedule(s), and overtime as necessary
• Continued employment contingent upon achieving required training, certifications, and safety requirements
• Entry-level position with increasing proficiency and decreasing onsite supervision

Expected Behaviors

• Own the customer experience: think and act in ways that put customers first, provide seamless digital options, and make customers promoters of products and services
• Know your stuff: be enthusiastic learners, users, and advocates of technology, products, and services, especially digital tools and experiences
• Win as a team: work together and be open to new ideas
• Be an active part of the Net Promoter System: join huddles, make call backs, and help elevate opportunities to do better for customers
• Drive results and growth
• Support a culture of inclusion
• Do what's right for each other, customers, investors, and communities