Training is the key to ensuring engineers provide Partners and Customers with fast and accurate resolutions to their technical problems. Recently Nortel's Global Product Support teams have put a focus on training, ensuring that new grads pass through foundation training, process/tools training and formal product training. In addition, more seasoned engineers provide classroom training and one-on-one individualized support in guiding new engineers to understand the importance of supplying best-in-class technical support to our partners and customers.

Not only are we focusing on ensuring our new grads have the most extensive product knowledge but our more seasoned engineers are also enhancing their skills. Refresher training in the basics of problem-solving and decision-making will be required during the second half of 2008. Also engineers are mandated to obtain re-certification, when necessary, on the products which they support thereby ensuring that they have the most up-to-date skills required to resolve partner/customer issues.

Complementing these training efforts we have several Black Belt projects being implemented that will improve our processes, making engineers more productive and simplifying our business. Results of these projects will be highlighted in our newsletter articles.
We're working hard to make sure our engineers are the most highly trained in the industry; to resolve your technical issues more quickly and accurately every time to make your business more successful!