June 21, 2007

Technician of Tomorrow

By Monta Monaco Hernon

Changing technology, triple and quad play, home networking, baby boomer retirement, and the entry of the millennial generation into the work force are just some of the factors operators must contend with as they look to hire, train and retain technicians.

With all the technology coming online and the future looking to wireless and taking networking to the next level (appliances, vehicles, etc.), the ideal technician already will have a certain skill set. "The time is gone when you could hire a guy at the gas station," said Ernest Spicer, technical operations manager, Cable One Inc.

Look for individuals with good people skills, said John Brozinski, technical training manager, Comcast Cable Communications. "We have a lot of technicians that do quality work and have the same amount of repeat calls, but the technicians with people skills sold themselves to customers," he said, asking the audience to think of their own experiences with those in the service industry.

Also seek out technicians who are curious and aren't afraid to learn on their own. Those with a lot of gadgets themselves have proven to be the most interested in new technology and the most interested in learning how it works, Brozinski said.

"We've got to get technicians and installers thinking about more education," agreed Keith Grunberg, sales engineer, Charter Communications, noting that internal training can't accomplish everything anymore. He suggested relying on Jones/NCTI and SCTE, as well as local community colleges.

The good news is that a lot of so-called Millennials entering the workforce have grown up using iPods, text messaging and downloading. The bad news is that they also have watched their parents switch jobs several times. According to moderator Alan Babcock, vice president/chief learning officer for Jones/NCTI, these youngsters are predicted to switch jobs an average of 17 times over the course of a career.

"Younger people in the classes are all over new technology .... They jump in more quickly than seasoned individuals. It is easier to keep them up to speed, but harder to keep them on board," Brozinski said.

Add to this competition from telcos and satellite companies that are fishing in the same talent pool. One audience member said the attrition rate for installers is three to four times what it was when he started his career. What can operators do to combat it?

Focus on quality of life even if more pay is not available, Brozinski said. His division held roundtables with technicians, and aside from more money, a four-day work week at 10 hours a day was the most popular response.

"They enjoy their work now. There is something different at Comcast that makes them want to stay," Brozinski said.

Show them a true career path, Spicer said. And have training to help them make the jump from step to step. For those creating training: Use different media - perhaps a course via iPod, he said.

At the same time, don't forget the "older" base, Babcock reminded, noting that Jones/NCTI had launched an online-only course and was asked to provide a paper version as well.