Sr. Business Technician
Posted on: June 12, 2021
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.
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
Relevant Work Experience
10 Years +
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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