Company:

Cox Communications, Inc.

Job Family Group:

Technical Operations

Job Profile:

Core Technology Tech I

Management Level:

Individual Contributor

Travel %:

No

Work Shift:

Day (United States of America)

Job Description:

***Generous Relocation Allowance provided to CCI Field Operations Employee who wants to move to the Sun Valley, Idaho market***

Core Technology Technician I

Role Summary

Cox’s Core Technology Technician I is an entry level role requiring little or no experience for initial entry, and whose primary focus is on Residential work including automation. The Core Technology Technician I will provide a world class customer experience while installing and repairing residential products and services at the customer premise. Using a variety of skills and tools, completes all tasks safely, efficiently, with high quality, and within efficient timeframes to ensure reliability.

Primary Responsibilities and Essential Functions

• Installs, disconnects, and troubleshoots video, high speed internet, telephony and automation services.
• Acquires and maintains efficiency through ongoing training, in order to meet business needs.
• Applies knowledge and skills acquired through ongoing training to daily work as required by business need.
• Prepares for daily work assignments by ensuring the vehicle is stocked with the proper amount of equipment and supplies.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle between office or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Monitors Cox’s current work enablement system (e.g. CX Connect) throughout the day for information regarding changes to work schedule and for information about current work assignments.
• Communicates with the CommCenter for onsite support and/or routing assistance.
• Works under supervision and consults with supervisor and other technicians for advice and assistance as needed. Some latitude/independent judgement required in performing the work.
• Interacts with customers in a professional, courteous manner.
• Educates customers regarding their services and promotes other Cox products and services.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all applicable national, state and local laws and regulations.
• Participates in team meetings as scheduled.
• Attends job-related trainings that include initial training, refresher training, product and service updates.
• Works a set schedule and possibly works unscheduled hours based on business need.
• Uses small hand tools, power tools, and test equipment.
• Works with alarms, low voltage electricity, and color-coded wires.
• Complies with all safety procedures and policies.
• Maintains accurate and high-quality recordkeeping of transactions as required.
• Completes other work assignments as requested.

Core Technology Technician II

Cox’s Core Technology Technician II (Residential & basic Commercial) applies fully proficient skills and experience to provide a world class customer experience while installing and repairing residential & commercial products and services at the customer premise. Using a variety of skills and tools, ensures all tasks are completed safely, efficiently, and with high quality to ensure reliability. The primary focus for the Core Technology Technician II is on residential work to include automation as well as less complex commercial work (Cox Business) that encompasses all residential-like products and those aligning with the enterprise self-install model and potentially also Fiber to the Home (FTTH) as business needs dictate.

Primary Responsibilities and Essential Functions

• Installs, disconnects, and troubleshoots residential video, high speed internet, telephony and automation services, as well as Fiber to the Home (FTTH) as business needs dictate.
• Performs essential less complex commercial tasks to include at a minimum full handling of the following Cox Business (CB) products:
  • Business TV
  • Cox Business Internet
  • Cox Business Internet Gateway
  • Cox Fiber Internet (GPON & RFOG)
  • Utility voice lines (IP & POTS)
  • Voice Manager
  • Teleworker IP Centrex

(Incumbent may have limited interaction with products classified as “complex” by CB workflow standards.)

• Acquires and maintains efficiency through ongoing training, in order to meet business needs.
• Applies knowledge and skills acquired through ongoing training to daily work as required by business need.
• Prepares for daily work assignments by ensuring the vehicle is stocked with the proper amount of equipment and supplies.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle between office or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Monitors Cox’s current work enablement system (e.g. CX Connect) throughout the day for information about current work assignments.
• Communicates with the CommCenter for onsite support and/or routing assistance.
• Works under general supervision and consults with supervisor and other technicians for advice and assistance as needed. Some latitude/independent judgement required in performing the work in accordance with defined policies, procedures and techniques.
• Interacts with customers in a professional, courteous manner.
• Educates customers regarding their services and promotes other Cox products and services.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all applicable national, state and local laws and regulations.
• Participates in team meetings as scheduled.
• Attends job-related training that may include initial training, refresher training, product and service updates.
• Works a set schedule and possibly works unscheduled hours based on business need.
• Uses small hand tools, power tools, and test equipment.
• Works with alarms, low voltage electricity, and color-coded wires.
• Complies with all safety procedures and policies.
• Maintains accurate and high-quality recordkeeping of transactions as required.
• Completes other work assignments as requested.

Core Technology Technician III

Cox’s Core Technology Technician III (Residential, basic Commercial, and Cox Homelife Security) applies highly proficient skills and extensive experience to provide a world class customer experience while installing and repairing residential & commercial products and services at the customer premise. Using a variety of skills and tools, customer requests for services are completed safely, within efficient timeframes, and with high quality to ensure reliability. The primary focus for the Core Technology Technician III encompasses all residential work including automation, less complex commercial work (CB), Cox Homelife Security; and potentially also Fiber to the Home (FTTH) as business needs dictate.

Primary Responsibilities and Essential Functions

• Installs, disconnects, and troubleshoots residential video, high speed internet, telephony, automation services, and Cox Homelife Security, as well as Fiber to the Home (FTTH) as business needs dictate.
• Performs essential less complex commercial tasks to includes at a minimum full handling of the following Cox Business (CB) products:
  • Business TV
  • Cox Business Internet
  • Cox Business Internet Gateway
  • Cox Fiber Internet (GPON & RFOG)
  • Utility voice lines (IP & POTS)
  • Voice Manager
  • Teleworker IP Centrex

(Incumbent may have limited interaction with products classified as “complex” by CB workflow standards.)

• Acquire and maintain efficiency through ongoing training, in order to meet business needs.
• Applies knowledge and skills acquired through ongoing training to daily work as required by business need.
• Prepares for daily work assignments by ensuring the vehicle is stocked with the proper amount of equipment and supplies.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle 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 Cox’s current work enablement system (e.g. CX Connect) throughout the day for information regarding changes to work schedule and for information about current work assignments.
• Communicates with CommCenter for onsite support and/or routing assistance.
• Works under general supervision and consults with supervisor and other technicians for advice and assistance as needed. Some latitude/independent judgement required in performing the work in accordance with defined policies, procedures and techniques.
• Interacts with customers in a professional, courteous manner.
• Resolves customers complaints.
• Educates customers regarding services and promotes other Cox products and services.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
• Possesses and exhibits basic ability to interpret contracts and written agreements between the company and external parties in order to understand requirements, limitations and other important details related to the completion of required tasks
• Troubleshoot simple to complex issues, applying a positive, analytical, and informative approach.
• Seek next level support from the appropriate department as defined by department processes.
• Support service call reduction through use of “lessons learned.”
• Promptly engage boundary partner groups for escalation and resolution as required.
• Meet or exceed set standards for productivity. Capture all customer completed work through electronic work orders (points) to maintain productivity requirements.
• Perform tasks with a high degree of quality and accuracy to ensure proper and reliable performance of products. Complete tasks correctly on the first attempt to prevent customer disruption.
• Participates in team meetings as scheduled.
• Attends job-related training that may include initial training, refresher training, product and service updates.
• Works a set schedule and possibly work unscheduled hours based on business needs.
• Uses small hand tools, power tools, and test equipment.
• Works with alarms, low voltage electricity, and color-coded wires.
• Complies with all safety procedures and policies
• Maintains accurate and high-quality recordkeeping of transactions as required.
• Completes other work assignments as requested.

Core Escalation Technician

Cox’s Core Escalation Technician applies highly proficient skills and extensive experience to act as first responder to single customer technical escalations on all Cox services and ancillary products related to our video, Internet, voice, and security/automation products and exhibit the ability to resolve all technical and customer related issues and will coordinate with all functional departments to ensure issue resolution and customer satisfaction.

Primary Responsibilities and Essential Functions

• Respond and rectify single customer on-going technical issues identified by either a Remedy ticket or automatic repeat designator.
• Respond and rectify technical related executive escalations
• Troubleshoot simple to complex issues, applying a positive, analytical, and informative approach.
• Seek next level support from the appropriate department as defined by department processes.
• Support service call reduction through use of “lessons learned.”
• Maintain strong knowledge of product features and function, as well as latest methods and procedures for delivery, including back office workflow tools for task assignment.
• Perform residential field technician duties as required, including but not limited to service installation and changes, service repair and trouble resolution.
• Meet or exceed set standards for productivity. Capture all customer completed work through electronic work orders (points) to maintain productivity requirements.
• Perform tasks with a high degree of quality and accuracy to ensure proper and reliable performance of products. Complete tasks correctly the first time attempted to prevent customer disruption.
• Protect the company assets, from loss, theft, and damage. Maintain accurate tracking and reporting of assigned inventory.
• Operate test equipment to verify proper performance of products and the delivery networks.
• Ability to produce accurate records of activities related to work; including time, materials, training, measurements, tests, actions and inventory. The records are placed within ticketing systems, workflow tools, billing systems, routing or workflow systems, GIS and other record repositories.
• Ability to operate a vehicle safely, and in a manner which reflects positively on the company image, and in compliance with law and company policy.
• Ability to understand, remember, and apply safety requirements and the use of safety equipment.
• Ability to work in environments such as but not limited to residential homes, apartments, military base housing, businesses, and government facilities.
• Works under limited supervision and relies on experience. Exercises independent judgement to determine best approach to achieve desired outcomes.
• Possesses and exhibits basic ability to interpret contracts, written agreements and other instruments between the company and external parties (e.g., service contracts, building access agreements, easements, covenants, etc.) in order to understand requirements, limitations and other important details related to the completion of required tasks.
• Perform ride-alongs with technicians with the intent to share subject matter expertise and develop the employee’s overall job knowledge from a technician perspective.
• Assist in developing and delivering training to technicians in the form of labs, classroom and one-on-one training sessions.
• Provide feedback on technician performance to Supervisors on a regular basis for coaching purposes.

Qualifications:

Minimum Qualifications – All Core Technician Levels

• 18 years of age

• Valid state driver’s license and a good driving record
• Candidate must meet physical requirements and/or limitations for equipment and uniform use (for example, ladder weight limitations – reference Physical Requirements section above) and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
• Certifications and licenses, as required by state and municipal laws
• Successfully meet (and maintain) background check requirements including additional requirements (if any) for specialized projects/services
• policy.
• PC and Windows software skills
• Stable work history
• Able to work required shifts and overtime (if necessary)
• Travel as business needs dictate

Minimum – Core Technology Technician I

• 2 years’ experience in related field such as Field Operations

Minimum – Core Technology Technician II

• 5 years’ experience in related field such as Field Operations

Minimum – Core Technology Technician III

• 7 years’ experience in related field such as Field Operations

Minimum – Core Escalation Technician

• High School Diploma/GED and 7 years’ experience in Field Operations. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience.
• Strong knowledge of Cox technical specifications and RF measurement.
• Excellent interpersonal communication skills, to include the ability to engage and manage irate customers.
• Successful completion (i.e. confirmed via leader sign off or other approved documentation) of all training and performance requirements for Core Technology Technician I & 2 levels.
• Successfully meeting all pre-requisites to be eligible for application per the Cox Job Posting

P hysical Requirements:

• Ability to carry and use tools and equipment
• Adequate ability to distinguish different colors of wire

• Ability to frequently bend, stoop, and crawl
• The physical limitation of ladder and associated fall protection equipment provided is:
  • 1AA ladder – 375 pounds (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds
  • The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 325 pounds.

• Get in and out of a van to retrieve various items. Step heights are 19”
• Lift 500’ rolls of RG 11 Messenger Cable weighing 40 lbs. These rolls are lifted from a height of 12” and placed up to a height of 36”.
• Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55” – 60”.
• Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
• Ascend and descend a ladder while wearing a tool belt that weighs 10 lbs.
• Lift and carry a 63 lb., 28’ extension ladder
• Lift 1000’ rolls of Tri-Shield weighing 28 lbs. These rolls are lifted from a height of 12” and placed up to a height of 47”.
• Lift miscellaneous tools and products within the warehouse and van racks.
• These items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72”.
• A physical exam to verify the physical requirements above as well others not listed may be required

• Ability to climb ladders and/or utility poles and work in in high places
• Ability to work in small places (such as crawl spaces and attics)
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.

About Us:

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.