Having worked as a Lighting Designer (with an engineering background) and collaborating with contractors and supervising technicians on a daily basis, I tend to ask a LOT of questions and am no easily impressed. Upon meeting your tech Jim, I was amazed to come across someone of this caliber ‘working in the field’. In other professions he would hold a position equivalent to a Senior Design Engineer. Obviously he has years of practical ‘hands on experience’ to draw form. This is augmented by a wealth of technical knowledge and common sense in regards to problem solving. Additionally he has very effective communication skills which allow him to clearly explain technical issues on terms that are completely understandable to the client, whether that person is technically sophisticated or not. In combination, all of these attributes result in someone representing your organization that is well schooled in technical details as well as extremely proficient at what he does. Your customers have a feeling that Jim is doing everything possible to remedy the situation, while at all times making a priority of placing their best interests at the forefront. As per the requirements of his job he is a brilliant technician while also simultaneously acting as a most effective customer service representative for your company. I cannot offer higher praise for anyone within the technical service industry.
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