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This is not a difficult problem to solve, if the corporation wants it solved. We managed it by assigning someone to support on a rotating weekly basis. During
by HeyLaughingBoy 3y ago
This is not a difficult problem to solve, if the corporation wants it solved.
We managed it by assigning someone to support on a rotating weekly basis. During that week, project hours missed due to support tasks were acceptable. If you had a critical task due and it was your support week, you could swap support with someone, or we'd reassign the task. But with Software being the "last line of defense" after Field Service and Product Technical Support, we couldn't just ignore it.
There are solutions. You just have to act like you want it solved.
- PH95VuimJjqBqy 3y agoI honestly think this is the best way to do it. I know a lot of software developers don't want to do this and I understand why. But there's nothing like an engineer seeing the struggles people have for themselves and choosing to fix it so they don't have to field that damned question anymore (I'm saying this tongue-in-cheek). Plus, you know as well as I do, the more people between your customers and your engineers, the more agenda's get injected into the mix.
- HeyLaughingBoy 3y agoThe company had a voluntary program (for a while) where you got to shadow specific local customers for a day. It was unbelievable. I had been there about 2 hours before I had a long list of potential product ideas just from watching this guy struggle. Not just with our product, but mainly with the interaction between all the different machines and instruments he had to use to get his work done.