Mark - Field Tecnician
This week s “Day in the Life” comes from one of our Field Technicians. The Field Technician do a variety of jobs besides the usual install or trouble call. They are also proficient in sales and retention. I was able to get some questions answered by one of our technicians, Mark. Below is his reply:
- Tell me what a typical day in the life of WOW! Technician is like?
Mark – The daily life of a WOW! Technician is as unpredictable as the local weather report. It all begins with the journey to the first job in your respective route. The day comes to its conclusion following many hours of troubleshooting and repair. However, a typical day is a rarity. The primary consistency in the daily routine of a WOW! Technician is simply the variation of install and service appointments that are present on a daily basis.
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What are the tools you have available to do your job?
Mark – There is a wide-ranging assortment of tools that are necessary to complete an entire shift as a WOW! Technician. These tools include but are not limited to: Wrenches, screwdrivers, pliers, cutters, cable strippers, crimp tool and a drill. If any one of these tools is missing, an unpredictable day with many surprises just became that much more difficult. There are additional tools that are used at times, but the tools listed above are the most commonly used.
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What’s the most rewarding part of your job?
Mark – The most rewarding part of being a WOW! Technician is seeing the look on our customer’s faces after their services have been repaired or restored. Presenting our customer’s with the highest level of service and verifying that there services are performing to company standards represents its own reward. There really is no greater thrill.
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What training do you have to go through to do your job?
Mark – The training that is required for a WOW! technician is an install training class that will typically last approximately two weeks. When skills with our cable services appear to be mastered, an HSD training class is the next step, which usually lasts one day. Phone training is next and that course usually lasts about three days. Service training will be completed when all of the install skills have been established.
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What’s the most asked question you get from customers?
Mark – It’s not exactly the most ideal question you want to hear, but the most commonly asked question by customers is usually something in the vicinity of, “By the way, can you take a look at another problem I’ve been having?” As WOW! technicians, it’s not something we enjoy hearing, but is something that must be attended to in order for the highest level of service to be maintained that our customer’s deserve.
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Can WOW! tecnicians answer other questions about my service?
Mark – WOW! technicians can answer anything a customer wants to know regarding any of their services with WOW!. I personally enjoy customers asking a barometer of questions because communication is vital and these questions may prevent service calls in the future. When it is all said and done at the end of the day, WOW! it was that kind of experience.
The Field Technicians occupation is not only physically demanding but mentally demanding, as well. Just like the postal system (used to be), these folks are working no matter the temperature or weather conditions. The quote should be changed to: “Neither rain, nor snow, nor dark of night can keep a WOW! technician from his appointed rounds”
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