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Technical Quality Assurance Field Technician I

Company: Spectrum
Location: Janesville
Posted on: August 17, 2019

Job Description:

Client Reference Code: 246397-3

JOB SUMMARY

Under limited supervision, verify that the premise wiring and services meet all company installation and service specifications for residential and SMB commercial customers. Perform basic to complex installation, troubleshooting and repair of video, internet, telephone services from tap to Customer Premise Equipment (CPE) or other demark locations for residential and commercial customers. Perform quality control inspections by reviewing work completed by contract & in-house technicians. Test and repair network hardware for residential and commercial customer services. Provide exceptional service to customers as well as their technical representatives, ensuring that Charter services interface as expected with business systems.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Perform quality control inspections and repair residential and complex residential and commercial customer premise HFC network workmanship of in-house and service partner workforces to ensure compliance with quality and safety guidelines (includes compliance with requirements outlined in applicable regulations such as OSHA and FCC and following procedures as outlined in the Customer Premise Network Installation (CPNIQ), Technical Quality Assurance (TQA), National Electric Code (NEC), National Electrical Safety Code (NESC), other Installation, Technical Operations, Safety Manuals & Employee Handbook)

Perform basic to complex installation of troubleshoot/repair coax based phone, internet or video services in a residential or commercial environment (SMB) from the tap to the connection of the CPE; including but not limited to, all necessary wiring of both interior and exterior associated equipment in the forward and return signal path of the customer premise network (CPN)

Configure, install and maintain Network Wi-Fi products to routers, gateway servers, Ethernet switches, and wireless access points and other components within HFC

Interact with business customers and their representatives, demonstrating an understanding of and regard for the unique priorities of business clients. Work with customer technical support personnel to diagnose and correct service related issues

Respond to equipment failures, troubleshoot and repair equipment while providing the customer with productive communications regarding repair process

Assist in following up on unacceptable workmanship to ensure work is completed to satisfactory levels

Recognize and escalate persistent service problems or other observed factors that could impact the ongoing relationship between Charter and a business customer

Follow security procedures to prevent any unauthorized services

Utilize and demonstrate proficiency with tasks, tools, test equipment & information that will enhance business results

Enter inspection findings in established company database in accordance with policies & procedures

Maintain accurate records including time worked, daily logs, gas sheets as required; properly record all required information on data devices and/or work orders

Operate communications device in accordance with company policies

Operate a company vehicle in a safe and responsible manner; Clean, maintain, stock and secure assigned vehicle & equipment in accordance with company policies

For applicable systems: Perform repair and maintenance on voice systems; Installing, uninstalling & reconnecting NEU devices and backup powering; Initiating DHCP script

Adhere to industry specific, local, state and federal regulations, as applicable

Know, understand and follow company policy

Perform other duties as requested

REQUIRED QUALIFICATIONS

Skills/Abilities & Knowledge

Ability to adhere to local, federal regulations & company policies

Advanced understanding of the TCP/IP stack and associated abstraction layers

Advanced knowledge of network designs, network architectures and network topologies

Ability to inspect and repair aerial & underground HFC drop system

Ability to prioritize & organize effectively

Ability to positively influence others and facilitate change to resolve quality issue

Ability to read, write & speak English

Ability to carry, climb and operate extension ladder (approx. 32ft. high & 90lbs)

Ability to differentiate between different sizes & colors of wires and work with small components & wires to make cable connections

Ability to make cable connections in tight spaces by bending, reaching, twisting

Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers

Ability to walk over all types of terrain in all kinds of weather while carrying tools & equipment, including gaffs, ladders & fully loaded tool belts

Ability to drive Company vehicle in a safe & responsible manner

Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of equipment

Ability to perform job from high places (i.e. poles and roofs)

Ability to work while standing 50-70% of the time

Ability to travel (including during inclement weather) to & from assigned territories

Ability to work outside for extended periods in any season including inclement weather

Familiarity with computer operating systems, a myriad of consumer & commercial communications devices (e.g., PDAs, smartphones, routers, modems, converters and wireless devices) & computer software applications

Ability to complete documentation accurately

Experience working with complex structure cabling, including Cat 5/6 cabling

Experience in configuring & installing routers, Internet gateway services, Layer2/3 Ethernet switches & wireless access points in commercial environments

Certifications/Education

High School Diploma or equivalent work experience

Valid driver's license with satisfactory driving record within Company required standards

Industry & vendor specific certifications & training (NCTI, SCTE), CCNA or other industry accredited certification

Related Work Experience

6 months+ Field Technician V or equivalent work experience 1+ years IP networking experience

Installation & repair of WAN/LAN & wireless router related equipment experience

Completion of appropriate Charter training according to the Field Technician Career Path Training Matrix, or equivalent work experience

Skills/Abilities & Knowledge

Ability to use personal computer & software applications

Knowledge of company products & services

Experience with consumer education of products & services

Experience & knowledge of POTs services, IP networking, PBX, point of sale equipment

Knowledge of basic mathematics & electronics

Knowledge of drop loss calculations

Knowledge of National Electric Code & National Electrical Safety Code

WORKING CONDITIONS

Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces

Exposure to dust, dirt, noise, insects, rodents, pets & cleaning solutions

Work outdoors in all kinds of weather (including inclement weather)& at all times of the day or night

Work performed near power lines & electricity

Work performed at various heights above ground on telephone/power poles

Work in commercial or factory type environments

Occasionally required to work overtime and work an on-call rotation as needed

Ability to work weekends or a second shift as needed

Job Code : TQA165 TQA Field Tech I Nonexempt

246397BR

Keywords: Spectrum, Janesville , Technical Quality Assurance Field Technician I, Engineering , Janesville, Wisconsin

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