NBN Co is building a user-facing technical field force

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NBN Co is building a user-facing technical field force

To work "predominantly inside the customer’s premises."

NBN Co is building a new nationwide field team of technicians and specialists to perform installation, repair and maintenance on cabling and customer premises equipment.

The company is presently hiring for what it is calling “brand new positions” in all major capital cities.

The roles on offer include ‘customer field technician’ and ‘customer field specialist’; both will be “speaking to our customers and be the face of our organisation,” NBN Co said.

NBN Co appeared to be referring to internet end users as “customers” instead of retail service providers in the wording of its advertisements.

The new workforce will “play a vital role in working on customer service field tasks across potentially all NBN technologies,” NBN Co said.

It “will be responsible for installation, repair and maintenance of NBN products and services  … predominantly inside the customer’s premises.”

The work is expected to include copper, HFC and fibre installation “including jointing, jumpering and splicing” of cables; customer premises installation of NBN customer premises equipment (CPE); and fault diagnosis and repair of both.

It is expected that the NBN field workforce will work between 7am and 7pm, though its makeup will be of both part-time and full-time staff.

The creation of the national field team appears to be the latest phase of NBN Co’s ongoing preparations to shift from network builder to network operator.

An NBN Co spokesperson declined to put a size on the customer-facing field force being recruited.

It is understood that the internal workforce will augment resources already used from NBN Co’s delivery partners - some of the country’s largest engineering firms - but that the internal team would have a specific focus on customer experience.

The company has been on a long-running drive to improve end customer experience, turning around negative perceptions of NBN Co and its services by focusing on internet service performance and engagement, particularly when problems arise.

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