Interview with Roger Huggler, Head of Central & South CFS.

Customer Field Service is a passionate and committed way of life.

On 1 January 2020, cablex's services division received a boost in the form of 1000 specialists from Swisscom Customer Field Service (CFS). With 2500 employees, cablex is now Switzerland's number one when it comes to building network infrastructures and providing on-site service. cablex offers first-class quality, maximum customer satisfaction and the best on-site service. This is made possible by motivated and committed employees who give their best every day; team spirit rules at cablex. This is also confirmed by Roger Huggler, Head of Regions Central and South of Customer Field Service at cablex in the following interview.

Author Martina Strazzer
Roger Huggler, Head of Central & South CFS.

Roger, can you briefly describe your tasks and how your teams are set up in Switzerland?

At cablex CFS, we cover Swisscom's on-site service throughout Switzerland for private, SME and large customers, as well as for the networks. Our 1000 internal employees are divided into four regions. I myself am responsible for Region Central with a total of ten teams and around 200 employees. In addition, I am managing Region South ad interim. There we have two field service teams with almost 40 internal employees.

Every day, practically around the clock, my field staff work with great dedication and commitment to the service needs of our customers. Both myself and my entire management team are dedicated to high quality implementation and the economical use of our resources. With the necessary foresight and the support of our planning and control specialists at CFS, we ensure that we have the right skills in the right quantity and in the right place for the long term.

What interfaces do you and your teams have with other areas at cablex? How do you work together?

Customer Field Service and cablex have been working closely together for many years to deal with faults. If a customer reports a fault and this cannot be solved remotely, one of our specialists sets out to isolate the fault. Depending on the error pattern, faults are either repaired by a CFS technician on site or by a cablex specialist.

The merger of cablex and CFS at the beginning of 2020 has created one uniform responsibility in the field service ecosystem. The synergies gained here include improved communication with customers, an increase in quality and a reduction in lead time in the event of a fault.

In order to actively exploit the existing synergy potential, we have been making targeted use of CFS resources in cablex business units for several months. We are currently supporting cablex in the areas of corrective maintenance, Huawei SWAP, FTTS and other project work.

What goals have you set yourself together with your team leaders? What do you want to achieve this year?

In addition to our previous, consistently high aims with regard to customer satisfaction, quality, increased turnover and lower costs, we are focusing on growing together with cablex in 2020. Our ambition this year is to continue cablex's success story together with our new colleagues, while at the same time maintaining the already very pleasing level of targets achieved in the service sector over recent years.

What do you personally like about your work and how do you motivate your teams?

I have been part of the management of CFS for five years now and enjoy working with my teams on a daily basis. I especially appreciate the direct exchange with my employees in the field. The direct but constructive feedback from my people is very enriching, and it helps me to put customer focus even more at the heart of my decisions. I am also very pleased and personally motivated by the large amount of feedback and our customers' extreme gratitude regarding dealings with my service technicians in the field.

I also like the strategic aspect of my work. We maintain high service levels in a changing market: I make long-term assessments of how we are aligned in my regions and where I can deploy my team leaders most effectively in accordance with their personal skills. I always act authentically and provide transparent and honest information. This is greatly appreciated by my management team. Mutual trust and team spirit are very important to us and always spur us on to achieve top performance.

What are your plans for this year with your management team and how are you going to tackle your challenges and goals together?

We seize opportunities, are open to new things and are not afraid of change. All team leaders keep their eyes and ears open and face up to their new responsibilities. Nevertheless, we must concentrate on the essentials and not lose sight of our goals. We maintain the necessary calm even in a turbulent Environment.

Finally, could you tell us very briefly what pops into to your head when I say "best customer service" and "ready"?

For me, best customer service not only means fulfilling our customers' high expectations, but constantly exceeding them. To achieve this, it is important that each and every one of us possesses a good personal attitude as well as a high level of technical expertise, communication skills and friendliness. For me, optimal use of our resources is also necessary to be "best in class".

As the number one in the Swiss service business, we are prepared to grow beyond ourselves every day on behalf of our customers.

We have talked a lot about customer satisfaction, the best service and the committed cooperation between cablex and CFS. At the end of 2019, a short film was made about this, which we would like to share with you. See for yourself how we work together to master the challenges of the market.

Committed cooperation between cablex and CFS.

The film shows two cases in practice. Mixed teams carry out a network analysis and correct an mCAN malfunction. All orders are supported by the virtual solution team.
Attention: Only available in German.

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