From Servicer to Consultant: Elevating the Field Technician Role

Where are all the field workers? A four-part blog series examines the shortage of skilled technicians and offers tips for keeping the roster filled with top performers.

From Servicer to Consultant: Elevating the field technician role to retain skilled workers 

As the labor shortage causes a major threat to service organizations, retaining skilled technicians is paramount. Encouraging technicians to engage with customers on a more significant level, rather than simply turning wrenches, proves to be a highly effective way to fight attrition. The field technician can be elevated to play the part of trusted advisor to customers, offering advice and even completing cross-sell/up-sell transactions on-site. Not only does this boost revenue for the organization, but it also provides greater job fulfillment for technicians and helps meet customer expectations for knowledgeable service agents.

The right technology makes this expanded role possible. In this blog, part of our continuing series on recruiting, hiring, and retention, we provide five must-have tech capabilities to enable your technicians to become trusted advisors.

Why it matters

Customers today are highly demanding. They expect fast, reliable service. They also expect the service technician to be knowledgeable, not someone who is guessing at repair choices or making random attempts at finding the cause behind the service issue.

At the same time, experienced field technicians want to be respected for their skills and accumulated on-the-job knowledge. They, like most employees, seek rewarding job experiences that allow them to use their training and talents. Asking field technicians to become advisors helps meet the expectations of both groups, at a time when retaining service agents is critical and customer loyalty is important to continued sales.

Field Technologies Online reports that 86% of decision-makers consider frontline service teams critical to growing the business. “Customers trust technicians and their in-depth product knowledge and are highly likely to follow their advice, including making purchases they recommend,” the article says.

Technology plays a part

To elevate the technician’s role, you will need to supply the right tools—demonstrating to the field technicians your support of their extra effort as well as enabling the execution of expanded tasks. Here is a checklist of the most essential capabilities:

1. Mobile connectivity. Technicians in the field require mobile solutions and remote connectivity to the main database and the dispatch center as well as the ability to access information about the service call and reach out to the customer in case of an arrival delay. Remote connectivity to the core business system also provides information that leads to faster resolution, such as service history, warranty status, and a knowledge base of typical repair tactics. Research shows mobile solutions can contribute to a 45% increase in jobs completed each day, says Field Technologies Online. Knowledge also helps build the technician’s credibility with customers, so it is the critical first step in supporting a technician’s expanded consultant role.  
2. Customer portal. Technicians today require the ability to collaborate with customers quickly and easily. Online portals for customer communication play a valuable role in allowing field agents and customers to communicate in real-time if there is a scheduling conflict or the arrival window needs to be adjusted. Customers today expect to be notified if there is even the slightest delay in arrival. Starting the service call in a positive, professional way sets the groundwork for the trusted advisor relationship.
3. Virtual assists. The technician will also benefit from collaboration tools that support connections with fellow technicians. This is especially helpful for novice technicians who may want to consult senior field agents on recommended service options. Some organizations are formalizing the use of video calls to allow seasoned veterans to provide sage advice from a central location or from home. This is just another way that expertise can be demonstrated to the customer, further building the trust factor. Experts, like Gartner, predict innovative technologies will increasingly be used to help field technicians optimize the use of time. A recent Gartner Magic Quadrant says, “By 2025, 50% of field service management deployments will include mobile augmented reality collaboration and knowledge-sharing tools.”
4. Parts inventory and ordering. A key question the field technician faces in the field is whether repair or replacement of the unit is the better option. The customer is highly likely to take the technician’s advice. Numerous factors influence the technician’s opinion, from the age of the failing unit and warranty status to the availability of parts or replacement units. Access to real-time inventory status is critical, especially when a repair needs to be completed quickly.
   For today’s complex appliances and equipment, keeping a backup inventory of every part is seldom possible. Technicians need access to tools for searching parts and placing orders if needed. Some advanced organizations are building parts orders into their field service platform, making it easier than ever for technicians to research options, including the timetable and costs. The ability to provide the customer with facts reinforces that the technician is making a well-informed recommendation.      
5. Signature capture and credit card processing. Playing the role of trusted advisor, the technician is likely to have opportunities to sell products, extended warranties, or service agreements. Depending on the industry, these can be high-price purchases, and the revenue potential for the organization can be significant. A marketing study indicates that firms can increase revenues up to 45% by leveraging up and cross-selling. The technician is the ideal person to make such recommendations.

Closing a sale on-site, though, requires supporting technology. The technician must be able to initiate a sales ticket, reserve the unit/part from inventory, take payment (usually a credit card transaction), and capture a signature. As technicians are not usually trained in a sales role, they often rely on technology to make the transaction as effort-free as possible. If the transaction is easy to complete, the technician is more likely to suggest the sale. Equipping the technician with an order pad is far from sufficient. Modern service management solutions make it easy for technicians to create an order and process it on the site, saving the technician and the customer valuable time—and allowing the technician to complete the service call.

Closing thoughts

The field technician is often in the position to make recommendations to customers for replacement units with added warranties or service agreements. When technicians are professional and knowledgeable, they are trusted. Customers are highly likely to follow the advice of trusted advisors, especially when they can provide facts and reasons behind the recommendation. To fulfill this expanded role, technicians need access to information plus the ability to close the transaction. Investing in technology to support technicians will pay off, as revenue is generated and technicians feel job satisfaction from this rewarding experience. Providing technicians with this opportunity will help keep valuable, skilled service agents on the job. It gives them a challenge and provides the satisfaction of helping customers while contributing to the company’s bottom line.

On-site consultation and sales by service technicians is a win-win for everyone.      

Discover more ways to overcome the technician shortage with field service software.