The lazy, crazy days of summer are finally here. For some service departments it is a time to relax. For others, it is valuable time to improve morale and maximize the value each employee can contribute to the work place. When is the last time you took part in one-on-one discussions with each staff member, focusing on how each employee can improve the value they bring to the company? Has management openly discussed what is expected of you on a day-to-day basis? Is there a clear understanding of which daily work habits will add value to the company? Has management set up written guidelines to help all employees improve and maximize their personal worth within the business?
For those of you who do not have access to a computerized tech evaluation system or those who want to evaluate a technician’s worth on more than computerized number evaluations, here is a system I use that enumerates what is expected of each field service tech. Those employees who want to succeed have a clear cut vision of what should be accomplished. Those who fall short of management’s expectations have a written, easy to understand blueprint of what needs to be improved on a regular basis.
Following is a list of the attributes I value in field technicians. The list can be easily customized to fit your own service department needs or other positions within any company. Periodically (monthly or quarterly) I have each tech fill out their own Tech Evaluation Form and turn it in to their manager. Independently, their supervisor or manager also fills out the same form evaluating each employee. The two forms are then compared. I often find the better techs rate themselves more conservatively than do my less productive employees who frequently give themselves high ratings.
l Attendance: The tech should be at work every day when they you are not on vacation.
l Punctuality: First and foremost, the tech should be on time to work every day, which includes getting to their first call on time. When a tech has been assigned a specific time to be at a customer’s office or to meet with a specific person (including a sales rep or key operator) the tech should be on time. They should contact dispatch if a call is taking longer than normal, or they have encountered a situation that will delay their scheduled work.
l The tech’s vehicle should be kept in proper working order, with fuel, money for parking or tolls, and a spare tire. Furthermore, the car stock should be organized with an up-to-date printed inventory, with the appropriate parts for their territory and normal work assignments.
l Have a clean, organized tool kit, including cleaning supplies, meter, and working flashlight. Having a cell phone, tablet or computer with charged battery and in proper working condition is also a must.
The tech should be able to locate the customer’s office and work only on assigned equipment.
l Always treat the customer in a professional manner. Be respectful of the client’s working atmosphere and leave the equipment and work area in a clean and orderly manner.
Maximize productivity by diagnosing problems and the solutions necessary for a complete service call, always striving for first call completion.
l Seek technical help in a timely manner by quickly accessing service bulletins and blogs, service and parts manuals, and using the manufacturer’s hotline, as well as downloading updates, apps, and patches as required.
l Maximize productivity by creating value for the company. Understand you are representing the company through your work ethic, repair competency and customer relation skills.
Paperwork such as billing, documentation and parts orders should be complete and correct, including legible handwriting, getting a customer signature or approval when appropriate, and turning it in, in a timely manner.
l Turn in leads that generate new profitable business for the company. Each employee needs to be aware of the need for the company to grow through acquisitions of new customers. Always keep a lookout for a friend, relative, acquaintance or current customer who has a need for a piece of equipment or service the company provides.
l Contribute a special project or idea that benefits the company. Keep your mind open to seeing areas of the company that can be improved. When you have a solution to a challenging situation, share your insight with the appropriate person in a professional manner.
l Optimize the full use of the each work day. Be creative in finding ways to improve your overall productivity. Focus on what can be accomplished. Strive for first call completion.
Meaningful and active participation in service meetings. Come prepared and be on time. Have all the warranty and returnable used parts ready to be turned in. PC boards that can be sent for repair must have appropriate paperwork for repair or warranty return. Separate any hazardous waste parts for appropriate disposal. The tech should email a list of any needed supplies or parts they want to pick up the during the service meeting by noon the day before the meeting.
l Ongoing self-education and taking part in structured and independent educational offerings by the company is essential in keeping technical expertise current. The office equipment business is constantly changing. Customers are buying our technical expertise. Today’s successful office equipment technician must continually educate themselves to stay current with the ever changing technology.
l Be aware of and adhere to the company’s policies and procedures, and display a positive attitude toward work and your fellow employees to create a better work atmosphere for everyone.
Periodically requiring techs and managers to review the wide range of expectations and realities of one’s day-to-day work experiences refreshes the focus on appropriate daily work habits. The less hectic summer is an excellent time to begin a new, ongoing self-evaluation program. It is the manager’s responsibility to establish and support continual improvement. I find putting your goals into writing is the first step to achieving those ambitions. You may also work with your staff to create their own list of desired attributes.
ENX readers may request an emailed copy of this one page, ready to use Tech Evaluation Form in a Word document, by emailing Ronelle Ingram at ronellei@msn.com.
