Residential Installation & Service Technician

About the role

Responsible for broadband installation and troubleshooting activities for voice, video and data services. Completes field assessments, meets/exceeds company standards/metrics and completes necessary certifications and education for current role and for consideration for advancement to the next level. Functions in an entry-level position, with an increasing degree of proficiency and decreasing degree of onsite-supervision to complete installation and troubleshooting activities.

Core responsibilities

• Performs installations and changes of service, adhering to company procedures and safe work practices, National Electric Code (NEC) and National Electric Safety Code (NESC) requirements and local ordinances
• Completes all customer interactions as required
• Performs service calls; troubleshoots the drop from the tap to the customer's equipment
• Assesses and designs basic home networks using coaxial cable, Ethernet, Wi-Fi networks 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 and confirming quality of service based on test results; adjusts or fixes service to provide the best possible service for the customer
• Determines appropriate placement of devices and design of Wi-Fi network in the home considering Wi-Fi channels, co-channel interference and channel utilization; provides advanced customer education to set appropriate expectations
• Communicates, engages and provides customers with education on products and services, including channel line up, applications, use of services and equipment, consumer devices and company policies
• Cleans, maintains and stocks vehicle and equipment; reports need for vehicle repair or service and reports any 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 installation hand tools, light power tools, meters, or ladders
• Demonstrates the ability to navigate digital tools including work order management and digital diagnostics
• Obtains and maintains appropriate licensing and/or background checks based on federal, state, or municipality requirements
• Uses sound judgment in decision-making, problem-solving, project management and readily accepts ownership of personal decisions, behavior and actions

Requirements

• High School Diploma / GED
• Valid driver's license
• Obtain and maintain appropriate licensing and/or background checks based on federal, state, or municipality requirements
• Complete required training and pass certification tests within specified timeframe
• Regular, consistent and punctual attendance; must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Physical and environmental demands

• Performs jobs from high places (on poles and roofs), including climbing poles with proper equipment (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 performance of duties in a safe and responsible manner
• Uses close vision, peripheral vision and ability to adjust focus to use tools, equipment and objects
• Exposure to dogs or other animals in construction areas and in 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

Skills

• Customer-focused
• Professional etiquette
• Adaptability
• Technical knowledge
• Self motivation
• Critical thinking problem solving
• Communication
• Resilience

Benefits and pay

• Compensation: $20.00/hr
• Quarterly bonuses
• Paid training
• Comprehensive benefits package effective Day 1, including Health, Dental, Vision
• Highly discounted cable services
• PTO + 8 company observed holidays