First Time Right at Every Support Ticket

When a CONTROLTEK technician gets stuck with a challenging problem, the first person they often turn to is Tyler Moore.  Here is how he helps them get unstuck First Time Right:

What is your role at CONTROLTEK?

I work as a Technical Support Specialist. As part of our solutions delivery, I work with technicians to ensure the installations and service they provide is top notch and they know they are supported by a larger framework. I occasionally also travel to fulfill this, as well as work with documentation for both our technicians and our clients to ensure we understand what customers want and that our technicians do, too.

How do you deliver First Time Right in your work?

Tyler (third from the left) and his team receiving an award from our CEO Rod Diplock for successfully executing the largest EAS systems rollout in the company history.

I try to take a read of each situation and act accordingly. If speed is of the utmost importance, that’s what I prioritize. If there is some level of misunderstanding regarding a product or feature, that’s what I focus on. If a customer seems to just need a bit more of a personal touch where they need to vent or just chat a little bit, that’s what I make possible for them. No matter what, being available and being courteous while doing my job is critical because getting something done First Time Right is more nuanced than getting it done 100%.

What’s the favorite part of your job?

Working with people I really enjoy. I like to work, but having people I can count on that I really just like talking to and interacting with makes things all the better. We share pictures of our friends and family, sometimes ask one another about difficult or frustrating parts of our personal lives, and are generally more than just coworkers.

What inspires you?

My family, whether that be my CONTROLTEK family or my family at home, seeing people do good work is important to me and it helps drive me to match up with their accomplishments in order for all of us to succeed.

What’s the number one thing you’d like the world to know about CONTROLTEK?

We do things better than those we are competing with and will only improve. We move faster, we respond more quickly, we care about and want to make sure our customers are happy with whatever solution they find, whether that is ultimately the one we offered or not. This will help us, and them, to be the best that we can be.