Residential Installation & Service Technician

Core Responsibilities

• Performs installations and changes of service, while adhering to: company procedures and safe work practices, National Electric Code (NEC) and National Electric Safety Code (NESC) requirements and local ordinances in order to provide (or remove) services to the customer.
• Completes all customer interactions as required.
• Performs service calls.
• Troubleshoots the drop from the tap to the customer's equipment.
• Affirms and designs basic home networks using appropriate technology and based on customer needs using coaxial cable, Ethernet, Wi-Fi networks and multimedia over coax alliance (MoCA).
• Completes associated record keeping in a timely manner in order to ensure all details of the work are recorded for entry in the customer's account.
• Determines acceptability of service by reviewing and confirming quality of service, based on results of applicable tests and adjusts or fixes service in order to provide the best possible service for the customer.
• Determines appropriate placement of devices and design of Wi-Fi network in the home taking into consideration Wi-Fi channels, co-channel interference and channel utilization.
• Determines appropriate use of device options and provide advanced customer education to set appropriate expectations.
• Communicates, engages and provides customer with education on products and services, which may include, materials regarding channel lineup, applications, use of services and equipment, consumer devices and company policies as they relate to the customer.
• Cleans, maintains and stocks vehicle and equipment in order to be prepared to perform required duties.
• Reports need for vehicle repair or service when required and/or prescribed.
• Reports any accidents, losses, injuries, or property damage to Supervisor and customer when appropriate.
• Reconciles with warehouse regarding issued CPE (customer premise equipment).
• Operates and maintains installation tools, technology and equipment, such as installation hand tools, light power tools, meters, or ladders.
• Demonstrates the ability to navigate digital tools including work order management and digital diagnostics.
• Obtain and maintain appropriate licensing and/or background checks based on federal, state, or municipality requirements where applicable.
• Uses sound judgment in decision-making, problem-solving, project management and readily accepts ownership of personal decisions, behavior and or actions regardless of the outcome, to perform installation and service of products.
• Drives jobs from high places (on poles and roofs,) including climbing poles with proper equipment (safety belt, strap, climbers,) ladders and bucket trucks (e.g. 18 to 26 feet), as determined by the system's requirements.
• Maintains valid driver's license.
• Effectively communicates with customers and co-workers.
• Uses close vision, peripheral vision and ability to adjust focus to use tools, equipment and objects to complete duties.
• Exposure to dogs or other animals in construction areas and in home environments.
• Completes required training and pass certification tests within specified timeframe.
• Meets or exceeds 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.

Qualifications

• High School Diploma / GED
• (If applicable) Certifications