Field Technician Job
Time Warner Cable - Hamilton, OH

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Posting Job Title: Field Technician
Requisition #: 141337BR
Posting Location: Hamilton, OH, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time

Posting Job Description

POSITION SUMMARY:
Installation/Service:
- Responsible for the installation, service, and troubleshooting basic telecommunications equipment at the customer's home or office.
- Is directly responsible for installation and service from the tap to the customer's equipment.
- Is accountable for referring problems between the node and headend to maintenance technicians and coordinating their resolution for the customer.
- Installs equipment and network interface units for basic products and services.
- Installs coaxial drop cable in accordance with Time Warner Cable specifications.
- Disconnects, reconnects and relocates service as necessary.
- Tests equipment to adjust signal strength and ensure optimum reception.
- Repairs or replaces worn components and faulty connections.
- Performs low level preventative maintenance, such as headend output level checks.
- Teaches customers how to use equipment.
Sales:
- Upsells and upgrades new or additional products and services while performing installation or service call duties.
- Communicates with customers on-site to encourage them to upgrade equipment or service packages.
- Sells the benefits and features of existing and new products, services and programs.
- Represents the company and its service philosophy to the customer. Provides excellent customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Installation, Service and Troubleshooting - Tap to Customer's Equipment (60%)
- Install, service and troubleshoot new or upgraded basic cable services and products in customer home, office or business (may include MDUs).
- Install coaxial drop cable in accordance with Time Warner Cable specifications.
- Refers problems between the node and headend to maintenance technicians and coordinates their resolution for the customer.
- Ensure quality reception and conducts basic/routine technical troubleshooting to resolve reception and/or other service related problems.
- Disconnects, reconnects and relocates service as instructed.
- Tests equipment to adjust signal strength and ensure optimum reception.
- Repairs or replaces worn components and faulty connections.
- Performs low level preventative maintenance, such as headend output level checks.
- Teaches customers how to use equipment.
- Informs management of customer concerns as well as service and/or operational problems to improve the quality of future service.

Sales (10%)
- Up sell and/or upgrade new or additional products and services while performing installation or service call duties.
- Communicate with customers on-site to encourage them to upgrade equipment or service packages.
- Sells the benefits and features of existing and new products, services and programs. (10%)
Work Orders and Administrative (10%)
- Review customer work order request to ensure proper services requested are completed.
- Accurately completes and signs all work orders, to include, but not limited to: signal level, time in and out, DCT serial numbers and customer signatures and forwards to the appropriate departments.
- Ensures proper communication to dispatch is made after every job.
Equipment , Tools and Supplies (5%)
- Stock company truck with necessary tools, supplies and equipment and maintain all company assets in accordance to Time Warner Cable Code of Business Conduct and Ethics.
Collection Activities (5%)
- Responsible for minimal collection activities that include payment for partial or full billing balances and/or converter boxes from disconnected customers.
Product/Service Knowledge (5%)
- Maintain working knowledge of Time Warner Cable products and service offerings by attending product knowledge staff meetings, reviewing marketing/sales brochures and participating in in-house and other relevant training programs.
Extraordinary Working Conditions (if applicable):
- This is a very active physical position and requires working outdoors in all types of weather.
- Maximum body weight can not exceed 275 pounds in order to comply with safety limitations of equipment.
- Must be able to operate a motor vehicle and use standard tools of the trade (screwdrivers, wrenches, drills, strippers, crimpers, hammers, etc.) to route cable, connect cable and install electronic equipment.
- Must be able to lift up to 100 lbs.
- Must have visual and hearing acuity to operate a variety of standard test and measurement equipment.
- May be required to climb poles using gaffs and/or climbing ladders.

YEARS OF EXPERIENCE:
0 to 3

EDUCATION AND/OR FORMAL TRAINING:
- High School diploma or equivalent experience.
KNOWLEDGE, SKILLS & ABILITIES:
- Must have ability to use hand and power tools.
- Electronics, installation or construction labor experience and/or training preferred.
- Demonstrated customer service and sales skills to successfully interact with customer in a professional and positive manner.
- Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
- Ability to work effectively in a team oriented, high demand and fast paced environment.
- Ability to maintain high level of confidentiality and work with highly sensitive data and information.
- Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
- Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
OTHER POSITION CONSIDERATIONS:
- Travel may be required to attend work related meetings and training sessions.
- May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.
- Valid Driver's License with satisfactory driving record required.
- Must successfully complete pre-employment testing to include but not limited to: skills testing and pre-employment background checks as well as drug/alcohol testing.

CBTWC 11/28/2012

FCC Unit_TWC: 3485
Controlling Establishment ID: 00480 - Hamilton

About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...