Archive for September, 2011

Exciting Changes at Multiband

Thursday, September 29th, 2011

We’re excited to welcome all former WPCS associates to the Multiband team. This is a big change to our company that can only benefit us, allowing us to diversify our interests as a business and offering new opportunities for career growth and advancement for our associates.

We’d like to introduce you to the new divisions of Multiband and tell you a little about what each offers.

Electrical Division

Multiband’s Electrical Division offers a full spectrum of electrical services for both public and private sectors in the Southeastern United States. Our project management, service, and maintenance teams proudly offer complete, customized, electrical solutions for each of our customers’ unique challenges.

Areas of expertise include:

  • Power Distribution
  • Emergency Power/Generator Systems
  • Panel Analysis and Upgrades
  • Exterior/Parking Lot Lighting
  • New Construction
  • Data/Voice Outlets
  • Repair of Electrical Equipment
  • General Wiring
  • Electrical Remodels
  • Fire/Flood Damage Electrical Support
  • Solar Power

Energy Consultation Division

Multiband’s Energy Consultation Division can help businesses reduce their energy costs. Our staff of Energy Engineers and Consultants can perform a comprehensive energy audit for a facility, guide companies through conservation initiatives, and make cost effective recommendations to improve sustainability. Multiband offers full turn-key services to help companies use less energy, use it more efficiently, and put more money back into the bottom line.

We offer:

  • Consulting and Engineering Services
  • Strategic Energy Planning
  • Inspection, Analysis and Auditing Services
  • ECM (Energy Conservation Measures)

A significant percentage of electrical energy in commercial buildings is used in lighting and climate control. Building envelope issues contribute to high energy consumption. Some small changes can bring BIG energy dollar savings to any organization!

Radio Frequency Engineering Division

Multiband’s Radio Frequency Engineering Division offers design and integration of In-Building Wireless Voice and Data systems.

Multiband designs & Integrates RF transportation systems carrying wireless applications ranging from two-way radio communications to Cellular and WiFi.

As an independent integrator, Multiband has strong relationships with major manufacturers and vendors. Using sophisticated design software, Multiband “value engineers” and integrates cost effective solutions.

Complex RF environments require innovative designs. Multiband specializes in these systems with a proven track record where ubiquitous, uninterrupted, first responder communications is top priority.

Renewable Energy Division

Multiband’s Renewable Energy Division designs and deploys alternative energy solutions in wind and solar power.

Through a unique combination of scientific, geologic, engineering and construction expertise, we offer solutions in site design, solar installation, meteorological towers and wind turbine installation.

Wind Energy

  • Wind Power prediction and analysis
  • Meteorological tower deployment and monitoring
  • Site acquisition and leasing
  • Wind turbine design and procurement

Solar Energy

  • Design and engineering of supplemental solar energy systems
  • Procurement and installation of solar arrays
  • Support energy companies as they maximize the efficiency of their energy supply infrastructure, by providing a range of services from pipeline trenching to the deployment of wireless solutions.

Wireless Infrastructure Division

Multiband’s Wireless Infrastructure Division is an industry leader in the design, construction and maintenance of communication sites and electrical services for both public and private sectors in the Southeastern United States.

Our project management, site development and maintenance teams proudly offer complete, customized, turn-key solutions for each of our customers’ unique challenges.

Areas of expertise include:

  • Raw Land Site Construction
  • Tower Erection/Modification
  • Tower Repair/Maintenance
  • Foundation Installation/Repair
  • Full Site Decommissioning
  • Full Electrical Services
  • Engineering Evaluations
  • Scheduled Maintenance
  • Design/Analysis
  • Solar Power Installations
  • Wireless Design & Integration
  • Emergency Recovery

Multiband is proud to be able to offer
our partners and customers an increasingly
wide array of products and services.
We look forward to continuing to perform
as an industry leader,
and remain driven by performance
in all that we do as a company.

One Team. Two Sites: Multiband’s Sales and Support Center

Wednesday, September 28th, 2011

Our Customer Specialists

are often the only voice of Multiband

for our partners, customers,

and potential customers.

The Customer Specialists in our Sales and Support Center in Fargo and New Hope are one team, working together to bring our customers the best in home entertainment and the peace of mind that comes with world-class customer service!

Multiband’s Sales and Support Center is housed in multiple locations to ensure effective business continuity and redundancy. Our Customer Specialists handle all aspects of customer support from generating and closing the initial sale, ongoing service, dispatch, technical support, account management, billing, and collections.

Please help us support this team

by referring to them as

the Sales and Support Center

in all communications.

Multiband’s Sales and Support Center
is committed to providing an
exceptional customer experience.


1 Team.

2 Sites.

Together,

we are Multiband’s

Sales and Support Center.

Great Job – Matt Magelitz

Tuesday, September 27th, 2011

Nominated: 09/26/2011  Market: Bloomington

Mr. Mandel,

I would like to tell you about one of your workers, Mr. Matt Magelitz. He was at my house today & he is very professional, along with very polite, helpful and also knowledgeable. He took care of the problem & everything is working like it should & the appearance is much better. He was very friendly & he definitely knows what he is doing. He has to be an asset to your company. If ever I have problems in the future, (I hope not) I would like to think the next technician is as capable as Mr. Magelitz. Thank you for your time Mr. Mandel.

Sincerely,

Don

Bloomington Market Area

It’s A Tough Job… by Dwayne Hubbard

Tuesday, September 27th, 2011

Lexington had a customer come in the front door of the office. After talking to DIRECTV he did not like the outcome, so he decided to take matters in his own hands and come to the local office where he had seen many of the vans come in and out. The owner of the local restaurant and bar came into the office because he was fixing to open up for business after remolding and relocating, and was expecting to draw a good crowd because of the sports programs on 13 HD 56 INCH TVs. He wanted to talk to someone in charge, and that is when I went up front to have him come back to my office. He began to tell me that he had called DIRECTV to set it up, but the best they could do was 2 weeks out because of the procedure that commercial installs had to go through. I went in the system and searched with his phone number and found that there was an appointment which was set for the time he stated. I called the Tech Supervisor of that area (Travis Jones) to see if he had a tech available to complete this job sooner and he stated if he did not, he would complete it himself. After talking to Travis and the bar owner, Travis and Technician Josh Benton got together that afternoon and went and completed the Install so that everything was working for the Sports Event that weekend and that the customer understood how everything worked. He was very pleased and commended everyone involved, but by the end of the day all we had done was do what we do on a normal everyday basis, and that is satisfy the customer. After completing the job, the customer wanted to supply us with lunch for completing the job in a timely manner and refused to take no for an answer, so he furnished lunch for everyone involved and still to this day he talks about his experience with us to all his customers. This could not be done without the help from everyone mentioned above, which adds up to be a great team that I am very proud to be part of at Multiband.

It’s A Tough Job… by Darrin Bourque

Monday, September 26th, 2011

My story is based on a job I had during my first week out in the field on my own. The time slot for this job was 12-4pm. I was already running late due to unforeseen problems with my first two jobs of the day, not to mention I was still working on building up my efficiency on installs. While en route, I made my pre-call to the customer to inform her that I was en route to her home and gave my ETA. I went over the work order with her to make sure the work order was correct and to see if she had any specific driving instructions. She informed me that a technician had previously done an install and mistakenly cut and tied into one of the wrong cables (which were to her internet service), so she was already on edge about our services. I reassured her that I would do anything and everything within my abilities to fix the problem and to do the upgrade (adding two more receivers) to her account.

I arrived at the home, met the customer, went over the location of equipment and the issues with the cut wire, and performed the site survey. While looking in the attic, I noticed there were a number of wires from telephone, satellite, off-air antenna, cable television, and cat5. Most of all, none of the wires were labeled, there were improper connectors and messy wire running, all of which ran through the entire 5,000sqft of this two story home. One of the new receivers was going in a room completely on the other side of the home which had an rg6 coax run down the wall. The wire in this wall was not live and I could not trace this wire to anywhere that made sense. I finally ran another wire right on the side of it and made my connection to pull the new wire down the wall using the existing.  I kept telling myself, “it only LOOKS worse than it is.”

It turned out to be as bad as it looked.

After working in this home for over 8 hours total, I worked through the job and fixed all the issues including the internet cable that the customer used for her business at home. I neatened everything up, changed wires that were bad, activated the new receivers, and left the customer with a smile on her face. I was able to rebuild her confidence in DIRECTV installers as well as build confidence in myself in the job that I do and love.

Multiband Associate Appreciation Day

Monday, September 26th, 2011

We appreciate what you do.

Enjoy good food cooked by your managers!!

Market locations and times are as follows:

Traverse City: 09/26 – 09/30 at 7:00 am

Bangor: 9/30 at 1:00 pm

Burlington: 09/30 at 2:00 pm

Davenport: 09/30/11 at 2:00 pm

Bloomington: 09/30/11 at 2:00 pm

Indianapolis: 09/30/11 at 2:00 pm

Tyler: 09/30/11 at 3:00 pm

Beaumont: 09/30/11 at 5:00 pm

Baton Rouge: 09/30/11 at 4:00 pm

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It’s A Tough Job… by Lana Mekkes

Wednesday, September 21st, 2011

Sometimes, I think Dispatch is forgotten along the way of having a tough job.  I mean, what’s more convenient than working a set schedule, sitting at a computer, talking on the phone, having unlimited resources, a break room with scheduled breaks?  While being out of the harsh weather conditions is nice, there are times when we are rushing to eat.  There are times we work right into and out of our break times just to catch up.  But most importantly, Dispatch is important for technicians in working with customers.  We precall, we update, we post call. Customers hear our voices multiple times throughout the day.  We get the short end of the stick a lot when customers are angry.  They cuss, they curse, they threaten.  And here Dispatch is, trying to smooth it out for our technicians.

Recently, I was tracking a technician who called into the local office and asked to be placed on site.  The tracker asked the tech which job he was on and he wasn’t sure.  I went through both work orders and confirmed each customer’s name and address.  “Oh yes, that’s where I am,” the tech said.  Later as I was updating ETA’s, I called the other customer of this technician.  She tells me that he is on site.  “Oh great, Mrs. Customer, I’m so glad he made it to your home and things are going well…you have a wonderful night.”  Looking at the route again… the tech is now on site to both jobs.  The Technician called in and asks for assistance in activation.  “By the way, can we close out Mrs. Other Customer, you aren’t there anymore. ”

The technician replied, “Oh … I haven’t been there yet.”  Oh dear….now we’ve got to update this customer with an ETA.  I called the customer, and she was trying to be patient.  In the background I could hear Mr. Customer losing his temper.  Curse words are flying out, physical harm to the technician when he arrives, yelling and screaming that we sit in a nice cozy office with everything we need while he is waiting for service.

Mrs. Customer was finally getting irritated with Mr. and tried to calm him down.  At this point, Mr. Customer takes the phone and I hear it loud and clear.  I reply…”Mr. Customer I’m sorry about the inconvenience, our technician is only 10 minutes away.  If you would like for him to come another day while you have time to cool down and gather yourself so the install will go smoothly, we can set that up.  If you would like your install completed tonight, I appreciate your patience and understanding, and he will see you shortly.  By the way, are there any questions you have concerning your install?” Now Mr. Customer was dead quiet. I had to make sure the call was not disconnected.

I hear a deep breath and a sigh.  “Ma’am, thank you.  The technician will be here in 10-15 minutes?”  Within minutes of a calm demeanor during the conversation, that customer went from angry, frustrated, and irate, ready to cancel the order… to grateful we were still sending someone out that night.  I learned from the ordeal that sometimes it is just a smile in the voice, an ear to listen, a patient temper… problems can become resolved.  I heard from the tech later that night that the customer was all smiles when he arrived and was anxious to help wherever needed.

I wanted to share that just because we aren’t in the field working face to face with our customers, we are still part of the team.  We hear a lot of hurtful things, we want to hang up or yell back, but in the end… Where does that get anyone?  This technician was paid for the job, I hung up the phone and felt safe with the tech rolling to the home, and most importantly… the customer received excellent service.

It’s A Tough Job… by Jared Rabalais

Monday, September 19th, 2011

My name is Jared Rabalais, Alexandria Tech Supervisor.  My tough job is an everyday job. My day begins at 7:00 a.m. every morning with tracking department calling and giving me updates and on jobs for the route that day.  Then I have to make sure every tech that is scheduled work for that day is up and acknowledged and en-route to their first job, all 18 techs.  At 8:30 I begin building my RPP report and contacting every customer on the route to verify home phone or internet and letting them know where they fall in the tech’s route.  At 10:30 I leave my house to begin QC’s and assisting techs that may be falling behind or making a presence at as many jobs I can, to show them I am there for them.  Juggling “Line of Sights”, “WNC” and “WMT” calls in-between helping techs and rolling between jobs.  Most of the time I am unable to stop and have a lunch due to problems that require urgent attention.  At 5:00 p.m. after I have accomplished all my daily duties, I route the board and begin on my reports.  I verify with techs if they are good on equipment and work for the next day.  I do adjustments on the routes for the current day if a tech is behind and jobs needs to be moved around to keep everything working smoothly.  I stick by my phone and laptop while building reports to email out to my managers and higher ups normally till 9:30 p.m.  I normally do not shut down from work till 10:00 p.m. every night, 6 days a week.  Now with that being said, this is why I find my job to be tough, while doing all that I said; On today, 9/13/2011, I helped a tech do an install for the US Army facility in Alexandria.  I was personally requested by commanding officer because of my ability to complete the previous job and get them local channels after months of them applying and being rejected.  I assisted the tech with the job and was able to connect them up with locals on the second building we installed.  The customer was so pleased with the way the job was handled that he stated he would be calling DIRECTV just to place orders from here on out because he wants to deal directly with Multiband.  The Army base has 8 televisions up and running, allowing our soldiers to watch all the football they could handle.  Then after completing the install, I had to roll to a customer’s home that was having numerous problems with their system and the previous tech that was out there was unable to resolve.  I personally strapped on my tool belt and rewired the customer’s entire system and integrated their local channels from their cable provider into the system.  The elderly customers were so thrilled that I showed them the attention and solved their crisis that they cooked me a meal and told me to stop by anytime and visit.  By me being present and showing the customer they were valued made them extremely happy. This is just one instance where my job required me to go above and beyond to make a customer happy and complete all my daily duties.

Service Excellence Training Coming Again in October – Nominations Still Open!

Monday, September 19th, 2011

We are committed to continuing to provide Disney Institute Service Excellence training

for our best and brightest techs!

The next round of Disney Institute training

will happen October 12-13 in Minneapolis.

Click here to nominate

one Service Technician and

one Production Technician

for your market!


Round-trip travel and all food and lodging expenses are covered.

This is an exciting opportunity for our best and brightest Technicians to receive world-class service and leadership training and pass along what they learn to your whole team. Select one Service Technician and one Production Technician from your Market who represent the very best of Multiband and who will carry the training’s core message forward to the rest of your team.

Trip Details:

  • October 12-13, 2011 in Minneapolis, MN
  • Travel required on October 11 and 14
  • Attendees receive Training Pay for course days and up to 8 hours of Training Pay for travel days.

Disney Institute Service Excellence training helps Associates learn to live out the principles which represent our culture, quality, and service philosophies—the heart of our Company ethic. After the training, participants pass along what they’ve learned so we can all know what it truly is to be driven by performance.

As a token of our appreciation,
each Tech who attends will be entered
to win a trip for 2 to Disney
at the end of the year.

Don’t delay your chance to give our best technicians the opportunity

to grow and gain skills and knowledge that will benefit your whole team!

It’s A Tough Job… by Jason Rager

Friday, September 16th, 2011

One year ago, I was given a service call at a river camp in Evansville, Indiana.  When I walked up to the customer’s front door, he told me that I was there to uninstall everything (using much cleaner language), or he would just throw it all in the river.  He had been charged almost $150 in incorrect fees, hung up on, transferred to everyone, insulted, and ignored by customer service.  His system had not been working for almost 3 weeks.  I politely asked if I could take a look at his system and see if there was anything I could do…  30 minutes later he believed that I was really only wanting to fix his problems.  His slimline dish was mounted into a tree, shooting straight into 4 more, all the coaxial cables were hanging through the trees to his house, the cables were run through the windows and straight into his receivers.  He told me 5 people had been out there to tell him he had no line of sight for DIRECTV.  Being a wooded area, it was very hard to find.  On the other side of his house was a corn field through the woods, at exactly 148 ft from his first receiver.  I spent 12 hours installing his new system, trenching through the woods, and removing all of the old system.  Finally after 1 hour on the phone with customer service (with errors on both ends), we got his bill figured out.  When I left, he was smiling from ear to ear, and couldn’t thank me enough.  It took all day, but the job passed a post QA and it felt good to completely flip that customer around.