Job Description

Technician 2, Installation and Service - Residential Services at Comcast Corporation summary:

The Technician 2 in Installation and Service for Residential Services is responsible for installing, troubleshooting, and maintaining broadband voice, video, and data services in customers' homes. They perform service calls, ensure service quality, design basic home networks, and provide customer education on products and services. This role requires adherence to safety codes, operation of installation tools, and effective communication while working under varying weather conditions and schedules.

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

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. Works on straight forward tasks using established procedures.

Job Description

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.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

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Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Customer-Focused; Professional Etiquette; Adaptability; Technical Knowledge; Self Motivation; Critical Thinking Problem Solving; Resilience; Communication

Salary:

Base Pay: $25.00

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit thecompensation and benefits summaryon our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

2-5 Years

Keywords:

broadband installation, service troubleshooting, residential services, customer education, home network design, coaxial cable, Wi-Fi installation, equipment installation, technical support, field service

Job Tags

Holiday work, Full time, Work experience placement, Local area, Shift work, Night shift, Afternoon shift,

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