Are you finding improving your field service technician’s engagement challenging while cultivating a positive workplace culture? The answer lies in having the right tools at hand. Improving technician and customer satisfaction at the same time helps increase aftermarket profitability.
In addition, keeping employees engaged can be difficult during trends like the Great Resignation, where employees left their current jobs en masse during the pandemic for better opportunities at other companies.
Fostering a Culture of Engagement in Your Field Service Organization
Investing in the front end of the process is part of keeping field technicians engaged. Many companies are finding that they must spend three to four times more on hiring and onboarding technicians. Having high-quality, focused technicians available as trusted advisors to clients is central these days while keeping in mind that customer-centric and equipment-centric perspectives are important. Your field service techs continue to be the face of your company as trusted advisors rather than solely salespeople.
Field service technicians are crucial to contacting clients that help achieve your organization’s goals. A human-centric focus is key to empowering your technicians and accomplishing these goals.
So, losing technicians to other companies can be easy during the hustle and bustle of troubleshooting and resolving problems. But, if you plan to keep technicians focused and well-compensated, you can count on the continuity they supply to your accounts. Job satisfaction and customer satisfaction are closely linked.
Leveraging New Technologies to Elevate Technician Engagement
Success depends on enhanced technology solutions like Gomocha’s Field Service Platform. New technologies can help make ordering, planning, and delivery seamless with intuitive search capabilities through the interactive representation of assets. When your technicians have the tech tools to find answers to their questions and better serve customers right at their fingertips, they’re much more likely to be engaged and fulfilled by their work.
According to Field Service News, “the right tools lead to happy techs, which creates satisfied customers, a better brand experience, and ultimately aftermarket profitability.”
In short, servicing your clients by ensuring your organization is technician-centric will help improve offerings and motivate sales, all while reducing costs and disruptions. In this climate, you can differentiate your services by cultivating an engaged, efficient, and positive workplace.
Resource:
Unhappy Field Techs? The Right Tools Will Improve Their Satisfaction and Your Aftermarket Profitability, Sarang Sambare, Field Service News.