Posting Job Title: Lead Field Technician
Requisition #: 140997BR
Posting Location: Pharr, TX, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
Time Warner Cable is currently seeking a Lead Technician for the South Texas Technical Operations department. Below please find a brief description of the essential job duties and responsibilities requited for this position.
The Lead Technician is in a lead role and provides support for escalated customer situations, direction and leadership on special projects, assists and mentors other technicians and helps with the overall installation and service workload as assigned.
Essential Duties and Responsibilities:
Install and service cable, internet and phone and all other Time Warner Cable products. Expectation is 50 - 70% of the Lead Technician's day will be installing and servicing Time Warner Cable products in customers home.
Provide mentorship to technicians as assigned by a Supervisor.
Handles escalated customer situations.
Assist with the workload on a daily basis for jobs in jeopardy of being missed or late. Also takes on work as assigned by the quota routing department.
Performs technical work that requires climbing poles, ladders or other structures, lifting and carrying loads up to 75 lbs., and works within limited confines, such as crawl spaces.
Responds to technical support tickets that are generated from the Technical Operations Center / RNOC.
Responsible for support of new products as they are launched as assigned by Supervisor.
Mentors and trains other operations personnel in key elements of networking systems.
Proficiently perform the duties of Universal Technician to include Installation and Service Call work orders.
Coordinate with System Engineering on cable replacement and system extensions and other special projects.
Must be able to work in team environment, ability to perform above expectations at all times, sharp focus on meeting department and company goals, while complying with company standards and procedures.
Must be able to work flexible hours and be available for overtime, weekends, holidays, and on-call duties as needed.
Must be proficient in installation and troubleshooting of video, HSD and phone. Must also be proficient in installing and servicing wireless internet, home networking, whole house DVR and other similar technology including but not limited to, Customer Interface Equipment, Surround Sound, DVD, HDTV Interface, and VCR.
Working knowledge of PC based software such as, Windows, Spreadsheets, databases, and word processing and be familiar with e-mail and internet.
Excellent written and interpersonal communication skills and a thorough knowledge of electronics, installation, and repair techniques are required.
Must be able to organize and control inventory, respond to customer service issues quickly, solve and repair technical problems involving customers and technicians.
Must show strong ability to mentor technicians during normal daily operations.
Work with Maintenance and Field Technicians on difficult system and customer based problems as well as coordinate special projects as needed.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Proficient in the use of all tools and test equipment used to troubleshoot coax from the customers home back to the Node.
Must have the ability to perform field checks according to Time Warner Cable performance standards as assigned by Supervisor.
Assist in safety training and development as assigned.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
High school diploma or general education degree (GED)
Must be Field Tech III or higher.
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
Valid driver's license and good driving record required.
The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
FCC Unit_TWC: 5675
Controlling Establishment ID: 00722 - Pharr
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...