Technician 4, Installation & Services - Advanced Services

• 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.
• Obtain and maintain applicable security licensing and background checks based on federal, state, or municipality requirements and/or customer requirements where applicable.
• Performs advanced service calls, including escalated and high profile jobs. 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).
• Performs security installations including completing the survey to determine appropriate type of system upgrade/install. Determines and recommends to the customer appropriate devices and placement to ensure proper security of the home.
• Completes testing to ensure all devices, sensors and zones are working appropriately. Confirms communication to monitoring company.
• Assesses and designs advanced home networks using appropriate technology and based on customer needs using coaxial cable, Ethernet, low voltage and fiber optic cable and wireless technologies, where applicable.
• In support of Fiber to the Premise (FTTP) installations and trouble calls, cleans fibers, measure light power, installs and powers optical network unit (ONU) and installs backup batteries, where applicable.
• In support of Internet of Things (IoT), wireless installation and trouble calls, determines appropriate placement of devices and design of wireless networks, including Wi-Fi, ZigBee and wave, in the home taking into consideration wireless channels, co-channel interference and channel utilization. Determines appropriate use of device options and provide advanced customer education to set appropriate expectations.
• 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.
• Ensures security service contract is completed and executed with the customer. Ensures that all customer emergency contact information is recorded.
• Determines acceptability of service by reviewing and confirming quality of service using advanced tools and analysis. Determines appropriate solution based on results of analysis in order to provide the best possible service for the customer.
• Communicates with customers in a clear and concise manner and acts as a product ambassador. Provides education to the customer along with materials regarding the use of installed products and/or equipment and company guidelines and polices regarding products. Provides information on additional products and services available, which align with or expand on current subscription and recommends products or services to customers.
• 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. Reconciles with warehouse regarding issued CPE (customer premise equipment). Reports any accidents, losses, injuries, or property damage to Supervisor and customer when appropriate.
• Properly operates and maintains installation tools, technology and equipment, such as installation hand tools, light power tools, meters, or ladders.
• Reads general system layouts from system design maps.
• 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 22 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.
• 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.
• Completes required training and pass certification tests within specified timeframe.
• Works in various weather conditions, including heat, cold, rain and other precipitation.
• 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.

• 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.

• 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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