Company: Tellabs Inc., a Lisle-based designer, manufacturer and marketer of voice, data, video and network access systems
Salary range for this job: $90,000 to $150,000
Time on this job: Four years
Previous jobs: I’ve been at Tellabs over 14 years, working in various roles, including field engineering and technical support.
Age: 40
Education: Bachelor’s degree in electronics engineering technology from DeVry Institute of Technology
How I got this job: When the department was reorganized, I was asked to assume the role.
Why I took this job: I enjoy the direct customer contact, and this was a great opportunity for that. Also, it was the natural progression in my career path.
Main responsibilities: I provide technical support to customers for all the products Tellabs sells in North America. Customers, including telephone companies and Internet service providers, call in for various reasons, such as asking for assistance to upgrade their systems or confirming that they’re applying the equipment appropriately. I assist customers with the proper procedures to ensure they don’t experience any disruptions with their critical systems. We also have a lab to test procedures and simulate any scenarios the customer may have, such as the products’ interactivity with vendor networks.
Best thing about the job: I enjoy the direct customer contact and feedback.
Worst thing about the job: The most challenging aspect of this job is providing the technical support staff with constant training to keep up with the changing telecommunications environment.
My ideal next job: Open up a small-engine repair and bait shop in northern Wisconsin
Advice to job seekers in this field: You need solid, solid customer service skills. In addition, your problem-solving skills have to be top-notch. It’s one thing to understand how the equipment works; it’s another to explain it to customers.
