in a tech support role that focuses on complex, nonroutine issues, at the same time providing guidance and
oversight of the Tait Service Desk and L3 Support staff.
This means that Greg and his team are ideally positioned
to take part in field trials, observing Beta developments
operating in the field, with real-world clients and
challenges. Their observations and findings have a
significant impact on the final commercial solutions
“The job has changed over the years. These days, there
is much more focus on proactive, rather than reactive
support.” says Greg. That work includes regular visits
to existing customers, health checks and proactive
maintenance on their communications systems.
“Making sure that everything is optimized, compatible
and up to date is the key to reducing L3 callouts.”
Despite his management responsibilities, Greg still
racks up some impressive “frequent flier” miles for
Tait. Several times a year, you will find him fronting
up, working long hours on client issues across the
US and Australia.
“Ultimately,” he says. “We follow a simple principle.
When the customer’s expectations aren’t being met,
we are not going to duck for cover. You can be sure that
our team is going to do the right thing.” That means
dropping everything, getting on the next plane and
sorting it out.
“Making sure that everything is
optimized, compatible and up to date
is the key to reducing L3 callouts.”
DOING THE RIGHT THING
Enter the Tait L3 Support Team of Customer
Support Engineering Specialists, headed by manager
Greg Digby. Greg describes his team as “vastly
experienced technical experts”. Each member of
the team has been hand-selected for their technical
intuition, ability to diagnose issues and resolve them
quickly, often by reproducing them in a laboratory
environment. This is the troubleshooting, rapid-response team who are well accustomed to being put
on a plane at short notice to respond when customer
issues escalate beyond local L2 Technical Support.
“We also represent our customers back into Tait,”
says Greg. “Whatever we uncover, we feed straight
back into our formal engineering change advisory
process, to make sure that new issues are addressed
and their solutions formalized. We don’t want to be
dealing with those same issues down the track.”
Greg has certainly earned his stripes. In a career
with Tait of more than two decades, he has spent
three years working with customers across Europe,
many months as technical lead with a customer in
China, five months managing a US military project in
Germany and numerous other global deployments.
He has also worked across multiple disciplines; from
the Technician Development Program, to Product
Development, Service Management and Project
Management of custom developments.
Bringing together all this experience, Greg has
found his niche working directly with Tait clients
What is Level 3 (L3) Support?
This is the response to unusually complex or subtle issues,
that demand expert troubleshooting and analysis. They
cannot be resolved by service desk (L1) or experienced
professional technical support (L2).