Connecting With the Community:

Surrounded by World War II collectibles, she listens to their stories. Patiently teaching the benefits of the latest entertainment technology, she educates this warm and welcoming elderly couple. Learning about their hobbies and mobility challenges, she connects with the customers she serves. 

In the past three months as an Installation Technician, Calaen Pancake gained new skills, supportive connections and opportunities to grow. Most importantly, she gained the chance to work in her community. When she gets to “connect with these people and listen to their stories,” Calaen explains how it brightens her day and reminds her of the impact she is making.

Calaen was working for another company when she first heard about DISH. She was attracted to the team-oriented environment, employee benefits and variety of technical services she could learn to provide. One benefit she didn’t anticipate when applying for the role was the significant value of her coach.

Calaen leans on the support of her coach and supervisors regularly. She explained that the piece of mind she gains from knowing that her coach and supervisors are there to help her in any situation cannot be overstated. This support helps Calaen build her knowledge as well, through learning modules provided to help her keep up with the newest updates, to the technology she installs throughout her community.

As a female technician, Calaen mentioned that she, from time to time, encounters customers who doubt her physical abilities, but proving them wrong brings her tremendous satisfaction. She explained “the situation that always makes me smile is when I come to a customer's home and they seem surprised.” Calaen takes pride in using her knowledge of the systems and technology she is working with to create solutions for customers, especially those who are initially surprised to see a female technician.

The on-the-job training Calaen receives is one of her favorite features. She explains how her training included simulations where other new technicians would play the role of the customer, and they would work through different scenarios. The value of this type of training became apparent immediately, as Calaen consistently had to troubleshoot different solutions and deploy various techniques to relate to customers during her assignments. Additionally, she continues to receive training on the latest products she installs. 

Calaen’s passion for connecting with others in her community, whether it’s her coach or an elderly customer, has been an essential ingredient driving her success as a technician. Leveraging the skills from her continuous training, Calaen finds innovative ways to solve problems for her neighbors. Backed by a supportive team of coaches and supervisors committed to her development, Calaen is building a career based on helping others and growing the impact she has on her community.