Q&A with Dave Hadler – Senior Customer Support Engineer

Dave Hadler, Tait Senior Customer Support Engineer

What is your current role at Tait?

My job is to look at what our customers have ordered, then shape their build, configuration, installation, and commissioning so that they get exactly what they need.

I get to follow the whole project from the order stage, as it is manufactured, configured, and factory tested with the customer. Then I’m there with them when it is installed and commissioned to make absolutely sure they get what they need.

Over the years, I’ve worked with almost all radio technologies, but I have most experience with MPT trunking and the new DMR Trunked systems. These have ranged from small maintenance contracts to large multi-node rollouts that take years to complete.”

What is the greatest thing about your work?  

“The nature of this role means I get to develop close working relationships with customers, with multiple visits over months even years. I really enjoy working with these guys who look at the radio network they have bought and just see a communications tool. I get to walk them through all the commissioning stages until they realize that what they have is a powerful, flexible business tool.”

What unique customer challenges do you see that Tait can resolve?

“Every network we design is uniquely challenging in the technical sense. When you get on the plane to head off to a customer site in the middle of a desert or a city, no matter how much preparation and understanding there is, you are always going to find there is “stuff” to deal with – theirs and ours.

I make it my business to work with them, so that they know I am there to help. I receive great satisfaction from giving a customer confidence when they are facing challenges by showing them our expertise and our commitment to getting it right for them. We are up against large competitors, but my experience is that in our customers’ eyes, we are right up there.”

What trends do you see in radio communications?

“The biggest trend for radio is that we no longer just deal with people talking to people. Modern radio networks are reaching out to security, IT, and a host of other operational functions. Often customers are unaware of the full extent of radio’s role in that. When I leave a customer site, I want to be sure they are getting the best possible return on their investment – preferably the system is exceeding their expectations.

It is really exciting to see how the new digital trunked networks are being deployed. We are able to migrate a radio system, not just from old to new, but analog to digital, seamlessly without any disruption at all from the radio user’s point of view. The new digital system is a drop-in replacement that looks and feels just like the MPT Trunked radios they are accustomed to.”

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