Job Title: Universal Home Technician - In Training
Full-Time
Job Description:
- Drives Company vehicle between office, warehouse, and work sites
- Works outside on a customer’s premises or within a customer’s home
- Works on regularly scheduled days as well as unscheduled days and beyond regular work hours, as required. Reports to a Field Service Supervisor
- Follows all Company standard safety practices in the course of performing work activities
- Prepares for daily work assignment by requisitioning equipment and supplies from warehouse, and stocking vehicle as needed
- Maintains company truck and other equipment per service requirements and safety guidelines
- Drives a company truck between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies
- Monitors Workforce Administration System (WFA) throughout the day for information regarding changes to work schedule and for information about current installation
- Communicates with dispatch (via WFA, radio, phone) for connection assistance, status on current install or new service requests
- Consults with supervisor and other technicians for advice and assistance as needed
- Interacts with customers in a professional, courteous manner including when responding to escalations and repeated customer concerns
- Educates customers in the use of installed products
- Promotes Cox services to generate new accounts, service upgrades or additional services by explaining the advantages of additional products and services
- Explains waivers, agreements, customer release forms
- Completes work order on paper or WFA in accordance with Company standards
- Ensures that customer completes invoice. Explains charges and billing procedures. May also collect money/payment from customer (local practices vary)
- Cleans work area upon completion of job
- Participates in team meetings as scheduled
- Attends job-related training that may include initial training, refresher training, product and service updates
- Applies knowledge and skills acquired through follow-up training to the relevant aspects of their work activities
- Completes paperwork accurately, and reports and records work order status updates via WFA/ARU and/or Dispatch
- Follows procedures to deposit and close out batches (when applicable)
- Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands
- Installation: Installs, upgrades, and/or disconnects Cox broadband products and services including video, telephony, and HSI following prescribed procedures. Uses small hand tools, power tools, and test equipment. Ensures that service operates within prescribed parameters
- Troubleshooting: Attempts to identify and remedy sources of video, telephone, and HIS service or customer-perceived problems
- Works with alarms, low voltage electricity, and color-coded wires
- 18 years of age
- Valid state driver’s license and a good driving record
- One year of work experience in a comparable field such as construction trade, mechanics, semiskilled manufacturing, or other related hands-on trade role
- Minimum of one year of direct customer service experience
- PC and Windows software skills
- Stable work history
- Able to work required shifts and overtime (if necessary)
- Spanish proficiency desirable in some locations
- Preferred:
- High school degree or GED equivalent preferred
- Post-high school education a plus
- 5+ years of experience specifically in service installation and repair in multiple service provider and/or telecommunications environment
Apply online at jobs.cox.com or directly at https://goo.gl/l5iuE8.
Date Posted: 4/3/17