The reason I left the company after so long? They changed the field service technician job to include working a helpdesk role at least once a week, in our own houses. This sounds like a good idea on paper, but it takes the field tech out of service for at least a day. Also, the helpdesk role isn't what you're thinking.. It was basic triage for our only customer, Edward Jones. The helpdesk role wasn't technical, either. it was for anything that people would call into their company for, such as human resource questions.
Imagine you spend your adult life fixing printer, workstations, and anything in an office environment. Imagine you are told for 15 years that you aren't allowed to do certain things in the office, or use certain software, because it is in-house to your customer. Now imagine that one day a new CEO comes in and tells you now only do you now need to know that stuff, you now have to know more about that stuff than anyone in the company. Also, you won't be taught anything about it, you'll just have to learn an elaborate code and system for how to direct the calls you get. Oh yeah! You also only have 5 minutes to do each call, you aren't allowed more than a few seconds between calls, and any research or questions to a supervisor count as part of that 5 minutes. Aaaannnnd GO.
For a history lesson, the previous CEO was an IT guy, so he ran the company with that in mind. It worked for 20+ years. He retired, and one of his clueless underlings stepped into his seat, having a business management background.
I quit once I realized the help desk change wasn't going away and was only getting worse. Breath of fresh air since I left, I've moved on to greener pastures.
The only other major con is the HUGE gulf between upper management and the field, which is where the customer is serviced. The best way I can explain it is that the suits in CBIZ are in constant communication with the suits of Edward Jones, so they treat them as the customer, forgetting that the actual individual branches are the customer. Middle management is great: They do their best under the circumstances.
