~ATYOUR
,_ SERVICE
•
Frank Becker Heads West as National
Field Service Manager
No, you're not seeing double when you
meet him in person. Likewise, you're not
hearing double over the phone. Frank
Becker is a somewhat younger version of
Dari Davidson, Director of Technical Serv-
ice ... not a "spittin' image" but very
similar in personality, demeanor and en-
thusiasm. And this young man on the rise
would have to go far to find a more suitable
mentor.
Frank has moved into our California
headquarters after having been with Atari
for five years in the New Jersey office, pro-
gressing through the East Coast cycle of
"bench" technician, Technical Supervisor,
and Regional Field Service Manager. Hav-
ing diametrically diverted his pursuit of a
college major from accounting to engin-
eering, he was first employed by Laser
Diode Labs where he helped design laser
systems used for telephone applications
and guidance systems on jets.
Although not actively seeking a change
of companies, he received a call from an
employment agency informing him of op-
portunities opening up with a game manu-
facturer called 'J\tari." What the heck-he
decided to stop by the plant on his way
home late one afternoon. Dressed in the
familiar garb for technicians and engineers
of jeans and sports shirt, he was surprised
(and a bit embarrassed) to find a very up-
dated office and first-class surroundings.
His soon-to-be boss proved unruffled by
Frank's appearance and just had one
question: 'J\11 1 want to know is are you any
good?," to which Frank replied, 'I'm damn
good. Otherwise, I wouldn't be here." He
was on board as of May 1, 1978.
With the support of two very strong
Regional Field Service Managers, Bob
Salmons and Bernie Barranger, Frank
already has plans to initiate some new
directions toward providing better service
to the field. In addition to the currently ex-
·isting Field Service Bulletins which tackle
head-on those problems that require im-
mediate attention and the 'Tech Tips"
publication which dispenses general infor-
mation, a Service Newsletter to highlight
manual and part changes is now on the
drawing board. 'We need to convey to the
operators how much we care about them,"
Frank stresses. "Sometimes it seems that
all they hear from manufacturers is buy,
buy, buy. We want them to know that when
they buy an ATARI game, it's one that's
here to stay, and we will be here to help
them keep it running." He has learned that
field knowledge gained from operators is
absolutely invaluable and communication
is essential on a steady, up-to-date basis.
Operators who phone in for a fix to a pro-
blem are encouraged to make a second
call to let Field Service know if the fix ac-
tually worked!
In regard to better servicing our distribu-
tors, Frank intends to conduct technical
schools specifically for them when major
hardware changes are introduced. "Dis-
STAR WARS*
Poster
THE FORCE* can
be with you always
I
with a souvenir
\
ATARI STAR WARS*
\
poster now available
\
through Customer
Service in quantities
\
of ten for $20.00 and
\
any applicable sales
\
tax. Please send check
\
or money order to:
STAR WARS POSTERS,
\
Atari Customer Service,
\
1105 North Fair Oaks
\
Avenue, Sunnyvale, CA
\
94086,
© 1983 Lucasfilm Ltd. & Atari, Inc.
All rights reserved . ' Trademarks of
Lucasfilm Ltd. used by Atari , Inc.
under license.
\
\
\
I
tributors really need extra help during
those first couple of months a new game is
released." Our participation in operator
schools, sponsored by distributors, will
also continue.
Although one might surmise that Frank
will be spending the major portion of his
time on the road, he insists on a philoso-
phy of being available back at the home of-
fice to accept a major share of the phone
call load, both outgoing and incoming.
The objective is to generate operator as
well as distributor input. He will, however,
travel enough to keep a first-hand feel for
what's going on out in the field.
Dari Davidson is the first to admit his for-
tune in having forged such a well-rounded
and compatible team through Elaine
Shirley, Customer Service Manager, and
Frank Becker. Between the three of them
and their professional staffs, confidence
abounds that there exists no stumbling
block they can't get around, over, under or
through ... the shared goal is simply to
give the best service in the world!
Frank Becker's Direct Line
California Technical Service
California Customer Service
New Jersey Technical Service
408-745-2077
800-538-1611
800-538-1530
800-526-3849