A Dissenting Opinion - sorta'
Although it's true that the customer facing position must be more customer centric than technically centric ? the actual solution always comes from a position of pure technical or problem solving proficiency. IT departments are a hierarchical dependency structure just like the technology they support... that ?unsociable? technically centric person sitting at the top of the engineering escalation procedure is just as valuable and necessary as the first tier support person that is chosen for personality over technical skills.
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