A field service technician is an employee or an independent contractor that is responsible for installing, repairing, and maintaining service equipment. For instance, when equipment malfunctions, a field service technician is dispatched to troubleshoot and fix the problem in a timely manner. Moreover, field technicians are key members of a field service management team, responsible for representing the company in the field with good customer service.
As with any position, Field Service Technicians are responsible for driving success. Likewise, service technicians are held accountable to improve key field service metrics that measure success. These metrics include:
Field Service Technicians rely heavily on field service management software to improve their key service metrics and drive success for field service organizations. To start, field service management software allows technicians to upload a detailed profile, including information about their certifications, skills, and location. This enables technicians to automatically get scheduled and dispatched for the most relevant and geographically close service jobs. Once on a job, technicians can use field service software to identify parts and equipment inventory, optimize routes to customer locations, and access real-time customer and job data from their mobile devices. Further, technicians can submit work orders, invoices, and even electronic payments directly through the field service software.
In order to be successful, field service technicians need to be meticulous, punctual, and good at creative problem-solving. Likewise, they need to be able to arrive at the job site on time with the correct tools and equipment, identify outstanding issues, and troubleshoot solutions all in real-time. Not to mention, technicians need to possess strong communication skills in order to communicate effectively with customers.
A contractor network is an organization of independent field service technicians that have been vetted for skill level, background checks, and more. Independent field service technicians can join a certified contractor network, providing them access to reliable service jobs. Likewise, field service organizations can then leverage these independent contractors as part of their blended workforce.
Learn more about ServicePower’s certified contractor network of more than 4,0000+ vetted independent contractors.