Title Field Operations Technician
Cablevision Division Cable and Communications Operations
Department Name Field Service-W Falls
Job Location NY / Wappingers Falls
Requisition ID 18495BR
Position Type Full Time
Description Installs and repairs video and on-line products. Performs installs, disconnects, reconnects, relocations, changes of service, Drop Network Certification (including leakage detection, Whole House Certification), and adds sets as instructed and required. Services equipment from the tap to the customer's devices through the use of advanced digital field meter and appropriate diagnostic screens, including measurement of BER and MER. Certifies drop back to tap to ensure proper operation of customer's equipment. Calculates drop wire loss from tap to the home devices & signal loss in the home. Determines root cause and solution on advanced technologies that include but are not limited to HDTV, EDTV, HDMI, DVI, Component, Composite, DV, S-Video, Interlaced and Progressive Scan Signals. While troubleshooting serves as the point of contact for RCC and his/her Supervisor. Refers and reports unsolved service problems to RCC, Senior Technicians and Supervisor, as required. Uses a handheld device to communicate regularly with the dispatch department, Supervisor, and others to close-out work, resolve problems, and to explain difficulties in completing a task. Informs his/her Supervisor of any and all issues that may extend beyond the technician's current knowledge or skill level for the purpose of ensuring complete customer satisfaction. Maintains all stock and work-related supplies in the vehicle and in an assigned locker in an organized, professional and safe manner as necessary to perform all job-related duties. Is responsible for auditing all serialized assets at the start and end of his/her shift. This includes removal of personal items of value and effects prior to the end of each shift. Operates in a safe manner following all established safety protocols, utilizes all PPE, and knowledge of electrical safety, theory and practice. Strives for 100% compliance with all field safety practices and procedures. Ensures all work-related equipment and vehicles are utilized and maintained in a safe and responsible manner, ensuring all work-related tasks are performed in a manner that is in compliance with Cablevision and OSHA safety rules and regulations. Acts as company service representative by educating customers in a comprehensive and professional manner regarding the use of our products and programming, including upgrades. Also provide customer with collateral material to educate customers. When necessary, will train the customer on the use of advanced features regarding our video products. Ensures complete customer satisfaction by diligently resolving (or referring to the appropriate department if necessary) all reasonable customer requests relating to the installation and service of our products. Serves as the final collector prior to disconnect. Educates the customer on options for payment and will handle cash and verify credit card payments on behalf of the Company. Completes all paperwork relating to the installation and service of telecommunication equipment and ensures documentation is completed in a full and accurate manner. Is responsible for the timely maintenance of the assigned Company vehicle. Must notify a supervisor when the vehicle is in need of repair or preventative maintenance. Additionally, must ensure proper guardianship of the vehicle to and from the facility and during the completion of daily work. Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, and performs all work-related tasks in a manner that is in compliance with all Cablevision policies and procedures. Complies with Cablevision dress code in order to present a neat and professional image to our customers and the public in general. Performs additional duties the supervisor may deem necessary and participates in special projects as assigned.
Qualifications High School diploma or equivalent.
Basic knowledge of electricity and electronics preferred.
Prior experience working at heights is preferred.
Ability to work at various heights.
Prior experience in desktop software and hardware set-up, home networking, and the use and configuration of wireless devices is preferred.
Valid driver's license applicable to state law and in good standing.
Good written and oral communication skills.
Ability to persuade and use problem solving/conflict resolution skills.
Ability to work in all weather conditions.
Ability to operate all tools and equipment in a safe and responsible manner.
Ability to climb (ladders and stairs) and to work at heights frequently.
Visual abilities: Must be able to distinguish colors and cannot be color deficient. See with near and far acuity and depth perception for the entire work day.
Ability to work flexible work hours, including evenings, weekends, holidays, and work overtime as required.
