OIT Cross Trains Field Technicians to Maximize Efficiency 02/27/09
As technology becomes ever more specialized, costs for both installation and repair services can increase, but OIT has developed a strategy to streamline the processes while decreasing costs.
It used to be that one set of OIT’s field technicians handled phone installation and maintenance, another set of field techs performed data installations, and yet another group of employees took care of OSU’s cable television system. Now, OIT is moving to make sure each of its field technicians can do all the work necessary to support OIT products. Instead of having phone techs, data techs, and cable TV techs, OIT will have “everything techs.” Rolling just one truck to send out just one technician to provide any service at any address on campus will result in higher efficiency and reduced costs.
OIT field technician Billy Bentz is a prime example of this new breed of “everything technician.” From traditional telephone service to dial-up modems to high-speed data networks to the convergence of data and wireless technologies, Billy’s worked with it all. He installs campus telephones--traditional and voice over Internet protocol (VoIP), OSUNet data connections, and fiber optic cable. He even helped to design and build two campus-alarm and access systems. Billy still learns new things on the job, engaging in cross training recently to learn how to maintain OSU’s cable television system.
Serving customers quickly and efficiently is what it’s all about for Billy. “It’s what I’ve been doing for decades: keeping the customer happy. You stay there until you figure out the problem.” He willingly fields late-night repair calls even when he’s not the on-call technician. He’s pulled all-nighters making sure communication links at the university stay up and running.
Billy continues to be fascinated with his work and possesses the view of a true explorer. “When you take this job, you never do the same thing everyday. It’s not repetitious. When I go to work in the morning, I have no idea of where I’m going and what I’m going to do, and I don’t want to know unless I have a big job I need to prepare for specifically. I get to work with a lot of different people. Always liked my job. Still do.”
As Ohio State's communications technologies evolve, OIT will continue to cross train technicians to continually sharpen its ability to quickly and effectively service the campus community.
