Each day in field service brings new challenges. It’s easier to get weary of these challenges, feel frustrated, and in the moment of desperation say or do things that could damage the reputation of the company and threaten the career of the service technicians.
Is it possible for the field teams to face field service challenges without getting frustrated?
And most importantly, what role can service leaders play to help field service technicians perform their day-to-day tasks with ease?
How can field service companies build a high-performing field service team that can easily remove any barriers that come through their way while performing routine jobs?
These questions throw light on challenges faced by the field service teams on individual, team, and business levels. But where exactly is the problem lies? Why is it that some technicians fare better on everyday problems while others get frustrated quickly?
Many service leaders blame the technician mindset and lack of the right soft skills behind overreaction to certain challenges. Whereas field service technicians point fingers at poorly designed workflow and obsolete tools to manage the processes. In an attempt to address the claims of both parties, we have created a list of initiatives that companies can take to build a strong technician mindset, which includes supporting them with modern field service tools and technologies to perform their task with ease and accuracy.
1. Connect the Team to Higher Purpose
What is the ultimate goal of the technicians? While it is the technicians’ job to perform the repairs, the organization’s objective with the services is to generate revenue.
Is it possible to align a technician’s goal with the goal of a service organization? Can a technician think beyond their own responsibilities and technical competencies to achieve the objective of the company? Why would they do so? And what would be the ultimate benefit of the company?
Service organizations have to acknowledge the role of the technicians as the mouthpiece of the company. They are the brand that customers are interacting with; one of the most critical touchpoints in the entire customer business relationship in the service line. The leadership teams must proficiently translate the vision of the company into simple language so that technicians aspire to achieve them.
In order to do so, companies need to show the purpose of achieving the vision, and the underlying benefits in their own personal and professional growth. It is the higher purpose of their job. For example, making a customer happy or serving them to their expectation, or making an omnipotent presence.
2. Empower Field Teams to Achieve Execution Excellence
Every service organization wants its field teams to excel at service delivery. In the era of rising customer expectations and advancing technologies, it has become extremely difficult for field technicians to ensure smooth and effective service delivery, executing repair jobs to the expectations of the clients.
The fact is technicians must have to work on their hard skills and soft skills to achieve execution excellence. Skills that help seek relevant information across the departments to understand the repair job requirements for successful completion of the task, identify the tools needed for performing the task, and at the same time, pitch the new services to the clients.
Managing such complex tasks while ensuring faster turnaround time, high accuracy, and high customer satisfaction gets much easier with field service tools.
Most service-focused companies these days use field service management software to digitize their entire service operations, in order to get end-to-end visibility in field activities, advanced capabilities for online tracking and monitoring of field tasks, and data insight to make evidence-based smart decisions.
The software solutions enable service organizations to automate their key processes such as work order management, scheduling and dispatch, invoice and payment, and inventory management. Automation eliminates the redundant processes from the workflow to speed up the service delivery cycle. Further, it reduces the administrative burden on the field service technicians and helps them improve first-time fixed rates.
3. Build a Culture of Learning and Development
Learning and development are some of the most underrated methods to instill the service mindset in field technicians. The service sector is generally influenced by the derived demands that leave little control in the hands of field service technicians to pick and choose the skills they want to have.
The derived demand completely changes the direction of the companies, giving very little time to unaware technicians to develop new competencies. In the worst cases, it makes it irrelevant in the new working environment. In order to overcome these challenges, field service companies must create a culture of learning and development to stay on top of the technologies and acquire critical skills from time to time.
The Final Thoughts
The service landscape is changing at lightning speed with the growing maturity of emerging technologies and rising customer experience. Off guard technicians in such a landscape have little scope to fulfill the requirements of the companies and the clients. By building the right mindset in field service technicians, companies can help them overcome all challenges and deliver an incredible service experience to the customers.