Comcast -- Residential Customer Service Field Technician

Job Description

Job Description

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. Continued employment is contingent upon achieving required training, certifications and safety requirements. Works on straight forward tasks using established procedures.

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. Assesses 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.
• In support of Wi-Fi installation and trouble calls, 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 line up, 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).
• 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.
• 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.
• Performs 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.
• 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 and 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 but not limited to ladders and aerial lifts.
• Drives company vehicle during performance of duties in a safe and responsible manner during scheduled work days. 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.
• 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.
• 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.
• Other duties and responsibilities as assigned.

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.

Company Description

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.