Pros: a very enjoyable job with satisfaction in seeing immediate positive results from my efforts
Cons: satro staffed by teleservice resource employees vice american airlines employees, financial cutbacks resulted in this facility being first to be closed
As Field Engineer, I supported voice and data equipment and networks for inbound calls for the American Airlines Reservation Center located in San Antonio (SATRO) . Upon arriving for work, I would clock in and initially check my daily employee communications requirements - email, tasks, quotas, etc. Our office in the Comm Center provided administrative offices, a computer maintenance area and a TV/ break room. We would respond to Reservation Agent complaints of telephone and/or terminal malfunctions. If unable to complete an on the spot repair after troubleshooting, I would replace the defective components and returning the bad equipment to the workshop, continue troubleshooting, either completing the repair or identifying required replacement parts. On quiet nights (no customer complaints-unusual but it DOES happen), I would work on other spare telephone systems/terminals to ensure an availability of spare units to swap out in response to agent complaints. I performed periodic data backups of agent phone calls used to evaluate agent customer service performance and assist agent team leaders in resolving agent/customer conflicts.