Support staff won't receive a pay raise for educating customers on reading the manual (RTFM).
In the bygone era of the 1960s and 1970s, minicomputers ruled the technological landscape. Companies like Digital Equipment Corporation (DEC), Hewlett-Packard, and Data General relied on field engineers to install, maintain, and support their minicomputers. Meet Marvin, a reader who once donned the hat of a field engineer at one such company.
Field engineers of that time were the embodiment of versatility, combining technical know-how, documentation skills, and customer service prowess in their roles. Marvin's job entailed providing technical expertise in setup and troubleshooting on-site, requiring an in-depth understanding of hardware and often low-level assembly programming.
But Marvin's responsibilities didn't stop at the technical aspects. He was also tasked with creating and updating detailed manuals that aided customer understanding and enabled effective use of the systems. Quality documentation reduced customer dependency on costly engineer visits and supported smoother adoption of the new technology.
Customer service was equally crucial. Marvin often found himself summoned not to fix the system but to help customers understand the documentation. The minicomputers, despite their poor state of documentation, were resilient, owing to Marvin's personalised service that included training and on-site problem resolution.
The multifaceted role of field engineers meant their pay reflected both technical expertise and customer-facing skills. Marvin, who excelled in communication and documentation, received a substantial pay increase to reflect his broader contributions beyond pure technical work.
Marvin's former company was one of the most employee-focused companies he ever worked for. He often misses the camaraderie and the company's dedication to its employees. This story took place before the common use of the internet and before vendors placed product documentation online.
Intriguingly, Marvin rarely found faulty hardware when he visited customers. Most of the calls he received were to help customers who were unable or unwilling to follow the challenging documentation. The documentation was cross-referenced, but finding specific information could require searching through many manuals.
Marvin's story is a testament to the historical role of field engineers in minicomputer companies. They served as a bridge between engineering teams and end-users, blending technical installation and maintenance, documentation creation, and direct customer service. This combination of responsibilities directly impacted their job scope and often positively influenced their pay, as companies valued their importance in connecting engineering development with successful customer outcomes.
We invite our readers to share their tech support stories with us for potential future publication in our On Call column. Let's celebrate the unsung heroes of the tech industry who have made a difference in our lives.
In today's technological landscape, Marvin's multifaceted role as a field engineer could be further enriched by the incorporation of AI and security initiatives into his tasks. With AI, detailed manuals could be generated automatically, reducing human error and promoting consistency and efficiency (AI, documentation, technology).
Moreover, an advancement in hardware technology would not only improve the overall performance of the minicomputers but could also unlock additional features, such as real-time diagnostics and remote troubleshooting capabilities, enhancing the effectiveness of field engineers (hardware, technology, security).
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