Do you love working with people? Perhaps you love to come up with solutions to complex problems and maybe you have an entrepreneurial spirit. If so, have you considered becoming a Field Service Technician? Generally speaking, Technicians install, maintain, and repair television, high-speed internet, home phone, and business communications services. We sat down and chatted with Karen Hartery, a BTS Field Services Technician based out of Hamilton, Ontario. She revealed what it’s like to be a BTS Technician, as well as all of the reasons why should consider a career in this growing field.
Bell: Thank you for speaking with us. Can you tell us a little bit about what you do as a Field Services Technician?
Meet Karen, a BTS Field Tech
Karen Hartery: As a Field Services Technician, I work with telephone lines, Internet and television connections. This includes replacing lines, climbing poles, connecting all of the lines to the home, going inside the home to ensure everything is working, as well as working with customers to ensure they understand how to work the products and how to get the best experience possible.
When I graduated high school I didn’t know exactly what I wanted to do for a career. I worked at various jobs until I found one that fit. That was the role of a Field Services Technician.
So why did Karen consider the Technician role a fit? Here are a few reasons why you should consider a career as a Field Services Technician:
1. Every Day is Different
As customer demand fluctuates, so does the number of customer jobs that require attention. “In terms of jobs, it varies. I could have a repair first thing, a TV, Internet installation or wholesale job. It’s always different. You simply go by your phone or your job board. Your schedule is really given to you as you go about your day,” says Karen.
2. It’s about Quality
Technicians have a tremendous amount of face time with customers. It is part of the Technician role to help the customer in their home. Karen acknowledges this and will spend extra time with customers when necessary. “I really customize each job to the person that I’m working with, as well as their home. This may sometimes slow down the appointment a little bit, as you’ll show a customer their new TV service and you want to ensure they get the best experience out of their new services. This means you could spend time teaching them how to use the system, and that is part of the job: to provide the best customer experience.”
3. You get to Meet new People
Most of the time, Technicians are on the road meeting and helping customers all acrossOntario and Quebec. Just as every day is different, so is every customer and the services they require. When asked what her favourite part of the job was she exclaimed, “The people! I love working with people, seeing individuals with different cultures and lifestyles. I enjoy the variety in working with different people in different places.” The role of a Technician is just as much about working with people and problem solving as it is about technical knowledge.
4. It’s a Challenge
Technicians rely on the network to make changes or updates necessary to complete a job for a customer. This is when it’s important for the Technician to think outside of the box, multi-task and rely on their technical training. “While I’m waiting I will double check the lines. I’m testing everything, as well as checking for another solution to my problem. Sometimes if I have another job on my board I’ll start checking into the background of that job,” recounts Karen. The answer to a problem may not always be apparent and this is when Technicians rely on their training and problem-solving skills to get the job done.
5. Paid Training
Training is fully paid for and Technicians are provided with a full uniform, including boots and tools. From day one, trainees are immersed in the day-to-day activities of a Technician. They’re taught how to be a defensive driver, how to perform ladder work, how the network performs and all of the technical skills required in executing the job. “In the classroom they have stations that you go to, to physically make a phone line and an Internet connection. Then you can test it to ensure that it’s working,” recalls Karen. After the in-class sessions, trainees then go on mentor rides where they will drive with their mentor and perform tasks all while being observed. “They’re just watching to ensure you’re doing the right thing, and offer helpful advice to make things go smoother or even mention things you may be forgetting.” This allows trainees to take what they’ve learned from the classroom and apply it to real life situations.
6. Career Development & Opportunities
Becoming a Technician is merely the beginning of what could be a long, fulfilling career with Bell Technical Solutions. There are many opportunities for career development and further training, such as mentorship, management opportunities and further technical training on products such as Bell’s innovative Fibe TV service.
Interested in becoming a Field Services Technician with Bell Technical Solutions?
Apply here : Careers
© Bell Canada 2018. All Rights Reserved
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