With 312 technicians and around 650,000 orders per year throughout Switzerland, the "Field Services Mass Market" division is one of the largest units at cablex. This division's goal is to deploy multi-skilled colleagues throughout Switzerland at the right place, at the right time and with the right equipment. Cooperation between the dispatching teams at the cablex locations and the technical teams in the field is particularly important here. Customer requests must be well coordinated and fulfilled flawlessly at all times.
cablex dispatching team with turntable function.
Multiple skills and flexibility.
Our technicians are in direct contact with our clients' end customers on a daily basis. We work for several telecom providers. It is very important that the troubleshooting or new installation is entirely effective during the first visit. All of the skills profiles of every single person in the field are stored in our systems. These profiles are sent to the colleague accepting the order. In this way, we guarantee professional execution to the end customer's satisfaction at all times.
Our dispatching teams are in constant dialogue with the technicians who are out in the field. This allows them to react very flexibly and promptly to additional or special assignments.
Mass market service - on the road with our technician.
Interaction with customers.
Anyone whose work involves direct customer contact needs not only specialist qualifications but also a great deal of empathy and excellent communication skills. Every customer visit is different. You are often not only responsible for the technical work on site but are also involved in personal discussions. Our colleagues adapt to individual circumstances at all times.
The range of tasks in the service mass market field includes the following activities:
- troubleshooting and on-site installations for B2C and B2B customers, as well as customers of Swisscom and other providers (Green, Quickline)
- on-site customer service, advice, sales and support activities
- copper and fibre wiring
- setting up infrastructure at events and functions
- PC support from our "My Service specialists"
- in-house fibre installations
Oliver Jenni heads a customer care team in the East region:
I lead a team of service technicians who are on the road in the Zurich, Zurich Oberland, Winterthur and Baden regions. Even though my employees often work far away from each other, being close to them is extremely important to me. As a leader, I need to know their strengths and personal skills so that I can ensure their continuous development with the support of our specialists. Especially in the service mass market, where colleagues are out and about with customers every day, personal motivation and enjoying the job are very important for ensuring customer satisfaction. This is one of the reasons why being close to my team is so important to me. I am proud of every individual in my team and will continue to do everything I can to ensure that all team members interact harmoniously with each other and with other divisions.
Oliver Jenni heads a customer care team in the East region.
