In the second of our ‘Meet the field tech’ series, we talk to Denis who’s part of the South East field tech team. He’s been a Field Technician at Virgin Media for over 5 years, so can properly spill the beans on what it’s really like.
He’s also a member of our Empower Network, who are enriching Virgin Media by championing underrepresented ethnic groups as we continue to grow our wonderfully diverse workforce.
What was your background before you joined Virgin Media as a Field Technician?
I’d worked in IT sales for large corporate companies for much of my career, before coming to VM. I loved being an advocate of the businesses I worked for – connecting directly with customers to see how products and services could help to improve their lives. I was in my late 50’s when I joined and it was a big decision to make such a huge change in my career. I went looking for a place where I could belong, where I could work with my hands and still get out and about. I found my place here.
If you were to describe the Field Technician role to someone who was new to it, what would you tell them?
The role is indoor, outdoor… every door really. You can find yourself on millionaire’s row one day and on a back street the next. No two customers are ever the same and neither are the issues that need resolving for them. Sure, we install and fix devices and hardware, but sometimes it’s not as straightforward as that. You have to be resilient and adaptable, ready to come up with quick thinking solutions when things don’t quite go to plan.
As a field technician, you need to be hardy enough to take on so many different things. I consider myself a carpenter, gardener, engineer, carpet layer and DIY guru… to name just a few. You have to be prepared to get stuck in and do what it takes to get to the customer back up and running.
At Virgin Media, we thrive and grow our business on customer recommendations. A lot of people don’t realise that the field technician role also has a sales side to it, as you’re always looking to spot an opportunity to get some great referrals from customers for their friends and family who might be keen to benefit from the Virgin Media products too.
How has it been, out in the field, during the Covid-19 pandemic?
I think that the pandemic has meant that, more than ever, we’re now properly recognised as key workers. Broadband and home entertainment have never been so valued, so as a company and a collective of field technicians, we are keeping the country connected.
Every day I get to wake up knowing that I play a special role in keeping communities together and making sure that even those who may be living alone, have a way to stay in touch with those they love. It’s a great role, with great responsibility and 2020 is a year that I will never forget!
Check out the latest Field Technician vacancies here!
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