When Opportunity NOCs: Insights from a Customer Experience Leader

Years of field experience as an electrician positioned Russ Barlow to be FTI’s Network Operations Center (NOC) customer experience leader. We asked Russ to share his journey to that position along with reasons why a NOC can be the ultimate customer experience tool.

What is a NOC?

A NOC monitors, manages and maintains network infrastructure, so it’s highly technical. It also creates great customer experiences because systems are operating smoothly.

FTI’s NOC was built to deliver the company’s “service after the sale” promise. So, the process (based on a need) came first, and the technology was built on top. That’s important. As a service-first company that wisely uses technology, FTI works to exceed customer expectations, the foundation of FTI’s National Solution Services (NS2) team.

What ultimate benefits result from a NOC’s monitoring, managing and maintaining?

Safety, efficiency and cost savings. Having real-time data changes everything. You know an asset is performing at peak efficiency, minimizing downtime. You know it’s working safely. You know it’s properly maintained, reducing maintenance costs. Plus, NOC data can help prevent a problem from happening in the first place.

Can you provide specific examples of NOC monitoring?

The timeliest example is EV charging units. Let’s say a municipal garbage truck isn’t charged when a driver shows up. That’s about $100,000 in losses; a costly mistake. The NOC monitors 10-15 messages every day from each charging unit. If an alert appears, experts either fix the problem remotely, which happens 95% of the time, or send a technician so that vehicle is ready for the next shift.

As electric vehicle use increases, demand is skyrocketing for EV charging infrastructure. FTI now has its own product, Excellerate eSkids^™, so we understand the importance of ready-to-go EV chargers.

Another example of NOC monitoring is microgrids, localized energy systems such as solar panels, wind turbines and generators. Energy production, storage and consumption data is used to increase efficiencies and provide insights into system performance.

How can a 53-year-old company act like a startup?

It’s interesting that a massive, established company like FTI can also be in startup mode. There’s definitely an entrepreneur aspect to our NOC. We built the best customer care system to monitor our installations nationwide, and that’s evolved to now include products we manufacture as an original equipment manufacturer (OEM).

FTI always sets expectations high. That’s the kind of enthusiasm and boldness I want to be part of. I enjoy the chase of not knowing the end-result of something but building it.

What training did you receive to effectively operate FTI’s NOC?

For me, it’s always about learning. I finished my electrical apprenticeship, obtained my license and provided field services. I was brought in during the NOC’s development to organize how we process microgrid work; I provided the technical counterpart to project management.

My additional title at FTI is “ICIAN^® II,” which is our term for a multidisciplined technology and energy expert. That technical training also helped me develop an overall project mindset and allowed me to lead a team and run projects. I understand the process side and know the technical side.

What advice do you have for anyone interested in customer experience?

Having hands-on experience (in the field) with systems is a huge help. However, the role I have today is based on communication, which is a two-way street. The ability to hold a conversation and respond but also listen and truly understand.

We live in a world today where everything sends notifications. Once processes are established around those, day-to-day operations don’t require in-depth technical knowledge. Critical skills are solid communication and being able to adapt to changing needs. However, I do believe NOC leadership should have a technical background to help facilitate challenges that arise.

What’s the future look like?

In 2½ years, FTI’s NOC has grown from one employee to seven (currently seeking two more). That expansion in a short amount of time mirrors the increase in demand. Moving forward, I’m helping develop our NS2 team, not just the NOC, to improve processes that meet customers’ overall business goals.

In my 10 years with FTI, I’ve become the father of six daughters. That wonderful challenge reflects my personal and professional journeys, mostly developing patience but also understanding. Work and life aren’t stress-free, but finding how to navigate through tough situations that result in a positive outcome is awesome.