Shrinking Field Service Confidence - Anonymous employee Pitney Bowes Employee Review

The past two years Pitney Bowes Field Service has taken the brunt of the work load on serviceing customers in the field. Management has added additional service responsiblilities to area service reps and made manpower cuts to the organization. They continue to measure service reps in areas' that the service rep have no control over. It maybe time to look at service in another light, we are a sales oriented company that and the sales of systems is where our profits should come from. Service is a necessay evil. If service is perceived as great by the customer, you have a good chance the customer will purchase new technology. If the customer has trouble with the help desk, waits too long for a field service rep to call them, or get on site, chances are they will be looking for another vendor shortly. Raises and Perfomance Apprasals were trashed this year by upper management. If you do not reward your better service reps how are you going to motivate the middle of the road ones. Your qualified and experienced people will vanish leaveing you with a service skeleton.