Keep in mind this came as a PDF from Dish NEtwork
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Subcontractor Expectations
Purpose: DNS Subcontractors maybe the first contact customers have directly with Dish
Network; therefore it is important that they reflect the appropriate level of professionalism in
both performance and appearance. The items below represent the minimum levels of acceptable
customer service.
Technician Appearance:
Dress, grooming and personal cleanliness standards affect the business image Dish Network
presents to the community. Technicians must reflect the appropriate image.
• In uniform, with Dish Network logo and company name displayed on shirt and outer
wear, with Dish Network logo approved hats
• No logos of competitive products
• No visible tattoos/piercings
• Identification badge displayed with technicians name and company name, location, and
phone number
• Attention paid to hygiene - overall cleanliness, clothes cleaned ,hair and facial hair
groomed, and free of body odor
Technician customer communication:
• Technicians to call ahead to status customer of arrival time
• Update customer of any arrival time or status changes
• Greet the customer upon arrival
• Confirm work order information with the customer
• Technicians to conduct presite survey with the customer
Technician Professional Conduct:
• Must arrive at the customer’s home within the AM/PM appointment window
• Must arrive at first customer of day by 8AM
• Tobacco use in customers' homes or on customer property is not permitted
o Technicians may not have tobacco products on their person when approaching a
customer's property
o Tobacco products must be disposed of in an appropriate receptacle before
approaching customers' property
• Do not ask to use customer’s tools, ladders, vacuums, etc.
• Obtain permission from customer to use restroom
• No use of foul/inappropriate language
• Disparaging comments concerning DISH Network (call centers, sales partners, other
technicians, etc) will not be tolerated
Technician Fleet:
Vehicles must present a positive appearance.
• Late model vehicle
• Identify company name
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• No logos of competitive products
• Clean and in proper repair
• Parked appropriately and safely
Technician Equipment:
• Technicians must be equipped with the base level equipment/tools that DNS outlines
• Technicians must have the ability to communicate throughout the workday
o Technicians must have push to talk or cell phones for DNS Dispatch to make
contact
• All technicians must have inclinometers
• All technicians must have signal meters, with the Super Sat Buddy Meter recommended.
Office Personnel/Equipment:
• Dispatch staff available for work 365 days a year
o This includes weekends and holidays
• Must comply with DNS Subcontractor Technician Status Business Rules
• Provide regular status of capacity to Dish Network Dispatch as requested
Resources:
• Availability for work 365 days a year
o This includes weekends and holidays
• Provide regular status to Dish Network Dispatch as requested
o Capacity includes labor and equipment on-hand
Workmanship:
• Performance at/above satisfactory levels in the following areas:
o Daily Completion Rate
o Trouble Call (at Various Intervals)
o Customer Satisfaction Survey
o Phone Line and Broadband Connectivity Requirements
o Signal Strength & Critical Accounts Created
o Quality Assurance Inspections
o No Problem Found Rates
• Installation must be completed in accordance with the Certified Quality Installation
guidelines
• All service work must be complete in accordance with Certified Quality Troubleshooting
Chek out this memo we got from the dish network
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