Cost of In House Support

The average cost of a full-time in-house senior technician in a support role is approximately $144,000 per year. Even in a part-time support capacity, senior techs dedicated roughly one full day per week to supporting junior colleagues — time that's not generating revenue for the business.

The most effective lever is virtual support technology that gives junior techs access to expert guidance without pulling senior techs off of billable work. XOi Mentors provides on-demand live virtual support — letting junior techs get unstuck fast while keeping senior techs in the field.

XOi Mentors is an in-house agency of experienced field service technicians with 20+ years of hands-on experience. They provide live virtual support to technicians via video call — walking techs through complex repairs, explaining the 'why' behind issues, and building skills in the process.

Unlike a senior tech who just provides the answer so they can get off the phone, XOi Mentors are trained to teach through the problem — explaining reasoning, walking techs through diagnostic steps, and building capability they carry to the next call. Every support interaction becomes a learning event.

Contractors can save up to 42% on in-house support costs while simultaneously freeing senior techs for billable work. With senior tech billable rates typically between $100–$200/hour, recovering even a few hours per week translates to significant revenue recapture — in addition to the direct support cost savings.