Today’s blog post gives you an inside scoop into the exciting life of a Digis IRT (Install Repair Technician). Their days are filled with problem solving, customer greeting, and athleticism as they climb to new heights (literally) and withstand the brutal Utah weather. They don’t always get to be in the spotlight, but they definitely carry a significant part of the Digis Internet workload and should be recognized!
Every IRT goes through a rigorous training process that consists of 6 to 8 weeks of in field and classroom training on Networking, Programming, OSHA Safety Standards, Low Voltage Best Practices, Communication, Soft Skills, and more. IRT training places a special emphasis on creating a safe work environment, as well as a great customer experience. One way IRTs create a positive customer experience is through communication. They are trained to listen to what the customer wants and create a forum for open dialogue with the customer in order to find the best solution. At the end of every job, if a technician understands what the customer expects and those expectations are met, then a great customer experience is established and the technician has succeeded.
An IRT is entrusted with a number of different jobs that they complete throughout an 8 to 9 hour work day. These jobs consist of New Customer Connects, Trouble Calls, Reloads, Equipment Pickups, and more. An IRT’s day typically starts upon receiving their assigned schedule composed of the various jobs. Each IRT then researches specific problems customers are having in order to prepare for arrival at each job.
Our technology here at Digis is very dynamic. Things are constantly changing, upgrades to sites are taking place, new sites are going up in all Broadband Internet areas, interference issues pop up now and again, and not to mention we have hundreds of tower locations all over the state that each IRT must familiarize themselves with. Being an IRT at Digis is a constant learning process presenting many challenges along the way, as well as rewards.
On top of being hard working and excellent problem solvers, one attribute that each IRT has in common is the amount they truly care about the customer experience. In every weekly team meeting you will hear technicians speak about areas of concern that may become customer affecting. A technician has a very difficult job and they find the most satisfaction out of a happy customer.
Eric Winn, our Networks Install Manager, had to say regarding our IRTs, “As the manager of 50 Field Technicians, 5 Supervisors, 4 Dispatchers, and 2 Trainers, one thing remains constant: customer satisfaction! I appreciate greatly the devotion, commitment, and enthusiasm that each IRT puts into every work day. The best part about my team is that they work amazingly together. Each individual success is not their own, rather it is a group effort. I have an awesome team and I can’t say enough about everything that is done by them that in turn makes my job so awesome and gratifying. It is such a pleasure working with each and every individual.”
In an effort to recognize and reward this hard working crew, Digis Install managers and supervisors routinely organize breakfasts, barbecues, movies, and other fun events for our IRTs to enjoy. Here they are able to take a break from their rigorous work day and enjoy one another’s company over good food and entertainment (pictured above).