Onsite Engineer Expectations

• Conducted on

  Date

• Prepared by

• Conducted on

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• Engineer Tech Code

• Engineer Name

• Team Number

We believe in doing the RIGHT THING fair and responsible.

• It’s important we remember that each one of us has a role to play in helping offer the best service in the country. We must ensure that we are offering the same level of service to every customer. Following the checklist below will help you to ensure that you are delivering a consistent professional service to every customer and that every job is compliant.
  As a face of Sky, we have a responsibility to do the right thing in Home Service.
  
  Optimise the Broadband
  
  The Satellite dish MUST be accessed on every visit.
  
  SM3 – Sat finder, Data logger, LNB test must be completed at the dish and STB.
  
  Every cable must be checked visually and tested using the Spectrum Analyser function on your SM3.
  
  All cables must have compression F connectors fitted at the dish and STB end.
  
  HDMI – You must only use Sky supplied, compliant HDMI cables ( Sky High Speed HDMI) written on the cable.
  
  Every system must be stress tested and a Chrome scan must completed and uploaded to the job sheet.
  
  The software look up tool on iKnow2 must be used to check that all STBs have the latest software for both Sky Q & Sky+HD.
  
  A Adding Customer Value conversation must take place on every visit, including promotion of the My Sky App.
  
  We want to offer the best service in the country, which means we need to ensure that all work is carried out to the highest standard, in line with best practice, process and procedures. You are responsible for ensuring that the work you carry out on site is to the highest quality. This is vital to enabling our customers to enjoy the best of our service and helps us deliver it right first time.
  
  If any of the above actions cannot be completed then you MUST escalate to your Team Manager/Covering Team Manager the reason why via email
  
  Failure to carry out work to a professional standard may result in an investigation being carried out. If during the investigation we find that any job is
  
  Non-compliant using the checklist above then this will be classed as Conduct and you may be invited to a Conduct meeting by a Team Manager.
  
  
  

Need help or support?

• Speak to your Team Manager in the first instance. If you need any further guidance please contact the People+ Team on 0333 100 1111

Confirmation of Understanding

• By signing and returning this document I confirm that I have read and understood the information within this document and that any questions I had in relation to this document have been answered.

• Engineer Signature

  Sign

• Date delivered.

  Date