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TELSTRA 2019 CFW 6 JOB DESCRIPTIONS

TELSTRA CORE JOB DESCRIPTION

Customer Field Workstream - Band 5

Job Title: Installer & Repairer
Workstream: CFW
Band: 5
Reports To: Team Leader

CFW5 (Installer & Repairer) Core JD

JOB PURPOSE

1. Primary Role

Without immediate supervision or direction undertake the full range of end to end installation, repair and maintenance functions associated to telecommunications products and services, to meet customers expectations and service commitments and maximize network profitability and revenue.

2. Typical Functions

Typically an individual performing this role would be required to undertake complex prescribed diagnostics and programming of services and networks in the field and determine the course of action from a range of variable solutions.

Typical functions could include, but not exclusive to:
1. Installation and Repair of Complex CPE Products and cabling (eg PABX, SBS, Data & Special Services, Mobiles, Media & Broadcast Services, associated Exchange activities).
2. Repair of complex and difficult CAN transmission and inter-exchange network faults (ESD).
3. Repair and Maintenance of potential Network interference and service affecting Faults and Isolations associated to Switches and Transmission Systems (eg Special services jumpering, fault rectification and hazardous board replacement under direction from GOC, RIM, RCM Faults etc)
4. Repair and Maintenance of Large Pair Gain Systems (eg RIM, DRCS & Customer Radio)
5. Install and Replace Exchange Cards

ACCOUNTABILITIES

Subject to regular reviews of results:

1. Achieve faultless end to end fault rectification and installations to the full satisfaction of customers expectations;

  • Through compliance to prescribed standards, practices and procedures
  • Through correct and proficient utilisation of instruments and tools from remote points within the network

    2. Undertake planned activities associated to infrastructure maintenance and upgrades within given time lines.

  • Through compliance to prescribed standards, practices and procedures
  • Through correct and proficient utilisation of instruments and tools from remote points within the network

    3. Ensure customer delight by constant interaction with the customer to confirm requirements, inform of progress and confirm the agreed requirements are fully met upon completion.

    4. Contribute to personal and public image by compliance with all relevant policies, practices and regulations in an effective and responsible manner.

    5. Contribute to the company's financial wellbeing by the timely and accurate capturing and recording of all relevant cost, time and revenue data, along with seeking opportunities to grow revenue and reduce costs.

    6. Contribute to the effective resource and workforce deployment through compliance to Work Management Centre business rules and performance expectations.

    QUALIFICATIONS - MANDATORY

    An employee will be required to possess/obtain and maintain the relevant and applicable licences to performing this function as deemed mandatory by regulatory and legal authorities and possess/obtain and maintain a drivers licence.

    Typical Applicable Licence could be AUSTEL cabling licence

    Where a mandatory licence is required to perform a particular job function it will be specified on the individual job description statement (ie: Riggers Ticket, Articulated Truck Licence, Austel Licence)

    KEY WORKING RELATIONSHIPS

    Internal

  • Work Management Centre
  • Cable Assigners
  • Sales & Customer Service Staff
  • Area Manager
  • Team Leader
  • Testers
  • Specialist Operational Centres

    External

  • Customers (All Segments)
  • Local Authorities
  • Developers

    QUALIFICATION/EXPERIENCE LEVEL - DESIRABLE

    1. An employee at the top end of this level will demonstrate a high level of procedural and systematic proficiency in performing those functions and would be required to apply well developed broad technical skills would, typically but not restricted to, having a minimum of six years relevant experience in at least one of the relevant functional defined in the job role and posses the following attributes:

  • Well developed logistical skills for determining job planning
  • Well developed personal organisation & high level of self motivation
  • Able to Operate Screen Based equipment
  • Possess a sound knowledge of voice/basic data products

    2. An occupant performing at this level is a front line ambassador for Telstra and will require the individual to present the highest level of customer service behaviours possible, to take ownership and show initiative in the resolution of customer related issues and the provision of service.

    3. The Employee will be required to show a high level of initiative as a fundamental requirement in the delivery of service to customers and to operate inter dependently.

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