Residential Installation & Service Technician

Comcast Augusta , GA 30903

Posted 2 months ago

Business Unit:

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 40 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 demonstrating a sufficient aptitude for acquiring the

skills and knowledge involved in the competent performance of the tasks

relating to broadband installation and troubleshooting activities.

Provides written and field assessments, meeting/exceeding Comcast

Employee Standards, and supervisor approval will be used to determine

advancement to the next level. Functions in an entry-level, trainee

position with an increasing degree of proficiency and decreasing degree

of supervision with regard to those skills and tasks for which training

and instruction are received during tenure in this position. This

position is typically the start of the employee's telecommunications

career. Continued employment is contingent upon achieving required

training, certifications, and safety requirements.

Employees at all levels are expect 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 and diversity

  • Do what's right for each other, our customers, investors and our


Core Responsibilities:

  • Performs reconnects, requested and non-pay disconnects, and changes of

service, while adhering to: Comcast procedures and safe work practices,

NEC and NESC requirements, and local ordinances in order to provide (or

remove) services to the customer. Pre-wires single dwelling units and

multiple dwelling units (MDUs) in order to provide ready hook-up

capabilities at the time of moving in.

  • Completes associated paperwork with each work order in a timely manner

in order to ensure all details of the work are recorded for entry in the

customer's account once the work is checked in.

  • Performs service calls. Reviews all requested services with the

customer in order to ensure understanding and agreement. Troubleshoots

the drop from the tap to the customer's equipment. Installs and removes

converters in order to provide customer with upgrades or downgrades in

service and determines acceptability of service by reviewing picture

quality following connection of cable service in order to provide the

best possible service for the customer.

  • Provides the customer with materials regarding channel line up, use of

converter, and company policies as they relate to the customer as well

as demonstrates these skills in order to educate the customer on the use

of the equipment and company guidelines.

  • Cleans, maintains, and stocks vehicle and equipment in order to be

prepared to perform required duties. Inspects existing ground or makes

new ground according to the National Electrical Code (NEC) in order to

protect employees, customers, and equipment from electrical shock or


  • Properly operates and maintains installation tools and equipment.

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.

  • Applies knowledge and skills of training on the job in order to

prepare for transition to the next level and performs other duties as

requested by Supervisor in order to achieve departmental goals and


  • Ability to use basic cable installation tools and hand tools and

perform jobs from high places (on poles and roofs,) including climbing

poles with proper equipment (safety belt, strap, climbers,) ladders, and

bucket trucks (18 to 20 feet,) as determined by the system's

requirements. Reads general system layouts from blueprints, basic

knowledge of mathematics, cable television products and services.

  • Knowledge of the National Electrical Code (NEC,) the National

Electrical Safety Code (NESC,) the Occupational Safety and Health Act

(OSHA), various state and local codes including G.O. 95 and G.O. 128,

(when applicable,) and the policies and procedures for CATV installation


  • Communicates with customers in a clear and straight forward manner.

Proven ability to work independently and to prioritize and organize


  • Manipulates connectors, fasteners, wire and use hand tools, works in

areas with exposure to moderate noise levels.

  • 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 within manufacturer's rated weight capacity for all equipment,

including but not limited to ladders and aerial lifts.

  • Drives company vehicle in performance of duties in a safe and

responsible manner while working and traveling in inclement weather.

  • Vision ability: close vision, peripheral vision and ability to adjust

focus and able to manipulate objects such as pens, keyboard and mouse.

  • Normal work shift may include weekends; may include 10 hour days for 4

days a week and available to work overtime including weekends, evenings

and holidays.

  • Exposure to moderate noise level, dogs or other animals, construction

areas, or the public in general, may be a concern.

  • Able to apply 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 in complex situations

and to communicate courteously and pro-actively; able to learn

customers' short term and long term needs; see issues from customers'

position, and recommend products or service; able to promote customer

focus in employees and develop partnerships with customers.

  • Able to persist and finish projects despite obstacles, or redirect

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.

  • Able to use active listening skills or attend to non-verbal cues to

better understand others' perspectives, behaviors or motivations; able

to empathize with others' needs and respond sensitively; able to use

good judgment when responding and respond to objections successfully.

  • Completion of 45 days (maximum) of service employees must complete the

certification as required. The employee must have successfully completed

the following training programs, Safety Program, Company-specific

training on policies and procedures, Installer Training, Customer

Contact, Product Knowledge and Sales. After the initial 45 days, an

employee may be advanced to the next level provided that there has been

satisfactory development of the necessary skills and ability to perform

the above tasks as determined by the certification assessments including

passing the written assessment, skills assessment and meet Comcast

Employee Standards, and supervisor's approval.

Job Specification:

  • High School or Equivalent

  • Generally requires 0-2 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

To excel in this role, you must have superior communication, interpersonal and problem-solving skills and the ability to work well under pressure. A high school diploma or the equivalent is required. Up to 2 years of related experience is a plus, but not required.

We provide a robust Technician training program, a supportive team environment and much more. If you're ready to make the most of your talents, we want to hear from you. Please proceed using the link below to review the full Residential Installation Technician job description including experience requirements in our Applicant Tracking System.

Comcast is an EOE/Veterans/Disabled/LGBT employer

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Residential Installation & Service Technician