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Sr. Business Technician

Company: Comcast
Location: Manitowoc
Posted on: June 12, 2021

Job Description:

Job Summary

Responsible for installing, troubleshooting and resolving escalated customer issues for all Company residential and commercial products in accordance with the Company procedures and practices. Additionally, the Technician 5 provides technical support, training and guidance to the field technicians installing and servicing products. For entry to the position of Technician 5, an employee must have achieved Technician 4 certification and completed the Technician 5 training (or have equivalent experience.) Employees must demonstrate progress commensurate with current tenure as Technician 4. New employees, with experience who are hired into a Technician 5 position, must complete the training and certification of previous levels, up to and including Technician 5 within the 90-day probation period and will be expected to function with an increasing degree of proficiency and a decreasing degree of supervision with regard to those skills and tasks for which training and instruction are received during tenure in this position.

Job Description

Core Responsibilities

  • Performs CT1 through CT3 and CCT4 duties. Troubleshoots and resolves service failures from the CPE to the tap. Possesses knowledge to identify plant issues and resolve no-cable situations to the first active and escalate as required; troubleshoots to the first active device and repair as directed by local requirements.
  • Performs Comcast Commercial installations as required, adhering to Comcast procedures and safe work practices, NEC and NESC requirements and local ordinances in order to provide services to the customer.
  • Provides coaching and support to other Technicians for issues relating to the installation, service and overall customer satisfaction of all Comcast residential and commercial applications. Daily inspections of existing grounds or make new grounds according to the National Electrical Code (NEC) in order to protect employees, customers and equipment from electrical shock or damage. Repairs or reports all system signal leakage found while performing routine duties in order to reduce ingress and egress. Cleans, maintains and stocks vehicle and equipment in order to be prepared to handle all types of installations and service and completes associated paperwork with each work order in a timely manner to ensure all details of the work are recorded for entry in the customer's account once the work is checked in.
  • Determines acceptability of service per specific product following installation or service call in order to provide the best possible service for the customer.
  • Demonstrates professional conduct and appearance and provides the customer with the Comcast Welcome Kit, associated materials and company policies as they relate to the customer as well as demonstrate these skills in order to educate the customer on the use of the equipment, products, services and company guidelines and with providing information on available services to new and existing customers in order to sell additional services and attempt to upgrade existing services.
  • Properly operates and maintains installation/service tools and equipment and report vehicle repairs or service, accidents, losses, injuries or property damage to supervisor and customer when appropriate.
  • Ability to use basic cable installation and hand tools; perform jobs from high places (on ladders and/or poles); read general system layouts from blueprints; comply with safety procedures and requirements, knowledge of basic mathematics and count and handle U.S. currency.
  • Knowledge of the National Electrical Code (NEC), the National Electrical Safety Code (NESC), the Occupational Safety and Health Act (OSHA), Federal Communications Commission (FCC), Environmental Protection Agency (EPA), Department of Transportation (DOT), American National Standards Institute (ANSI) and various state and local codes including G.O. 95 and G.O. 128, (when applicable).
  • Ability to use diagnostic tools and test equipment, work on a routers, PC hardware, software and the Internet and the ability to troubleshoot and resolve related service failures computer and use MS Office applications, knowledge of policies and procedures for installation, cable systems and network operations.
  • Ability to read general system layouts from blueprints, use basic cable installation tools, hand tools, lift and carry loads of 70lbs or more, access crawl spaces and attics, perform jobs from high places (on ladders and/or poles approximately 18 to 20 feet above ground) and stand 50-70% of the time.
  • Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
  • Performs work near power lines and electricity in inclement weather along with moderate exposure to noise levels.
  • Close vision, peripheral vision and ability to adjust focus and differentiate colors while manipulating connectors, fasteners, wire; objects such as pens, keyboard and mouse, and uses hand.
  • Drives company vehicle in a safe and responsible manner, work shifts may include weekends and may include 10 hour days for 4 days a week also must be available to work overtime including weekends, evenings and holidays.
  • Communicates courteously and pro-actively; able to learn customers' short term and long term needs; see issues from customers' position and recommend products or services; able to promote customer focus in employees and develop partnerships with customers.
  • Applies common sense, theory and experience to decision-making; able to recognize similarities between past and present situation; able to identify key issues or use inductive reasoning including translation, interpretation and extrapolation of complex situations.
  • Persists and finish projects despite obstacles; able to discriminate and classify technical information and redirect efforts when necessary; able to follow instructions or take action and address opportunities with little supervision; able to take extra steps to prevent mistakes or create opportunities.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • A certified Customer Technician 5 has successfully completed training and instruction that includes, but is not limited to, the topics outlined on the Customer Technician 5 Competencies document.
  • The employee must successfully complete the training as described in the Technician Competencies as directed by the Division (or possess equivalent experience) and pass the CCT5 certification exams and any required Safety qualification or re-qualification exams. Pass the Web-based Exam for CCT5, Pass the Skills Exam for CCT5, Meet Comcast Employee Standards, Meet time in grade (minimum 180 days) and Acquire Supervisor approval.
  • 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.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

10 Years +

Salary:

Base Pay: $30.00

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. 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 the compensation and benefits summary on our careers site for more details.

Keywords: Comcast, Green Bay , Sr. Business Technician, Other , Manitowoc, Wisconsin

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