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Why Technician Experience Matters in Field Service Technology

Unfortunately, many of the technology-based solutions that have emerged in recent years have failed to enhance the experience of techs in the field.

By XOi's J.P. Cahalan for Contractor Magazine.

Technicians Are the Face of Contracting Businesses

Technicians are the face of any contracting business. Throughout the mechanical, electrical, and plumbing industries, the performance of technicians in the field is a critical element of a company's reputation.

It's not just the skill and expertise they bring to the job, though those are essential. In many cases, technicians are the only people representing your company that customers will ever see.

Successful contractors recognize the value of their technicians. They consider the real-world experience of their team members, who perform difficult tasks in demanding environments, and look for ways to empower them and ensure they have everything they need to complete the job successfully.

That's prompted widespread adoption of digital field solutions over the last decade. Employers are investing in tools intended to enhance the experience of the hard-working men and women on the front lines of our industry.

Empower, Not Overwhelm

Unfortunately, many of the technology-based solutions that have emerged in recent years have failed to enhance the experience of techs in the field.

The digital transformation of the trades promised to streamline processes and communication, but many technicians feel overburdened by the amount of documentation and data entry that is now required for every job.

Some technicians report using as many as nine different applications in a single day just to complete straightforward jobs.

In an increasingly competitive industry facing a chronic labor shortage and the radical disruption of supply chains, it's important to search for solutions that truly empower technicians, the people who are the heartbeat of field service.

Tech-enablement solutions that put field workers first, allowing them to work better and more productively, are redefining how skilled trade workers interface with technology on the job and are producing dramatic results.

Tech-enablement solutions give technicians in the field the information they need to get the job done in a quick, safe, and accurate manner. Equipped with the right tools for the tasks, technicians can deliver better results in a more efficient and satisfactory way which allows them to be better at the jobs at hand.

Speeding Onboarding with Tech-Enablement Tools

From a training perspective, tech-enablement tools offer inexperienced technicians a quicker path to working more independently. When technicians have reliable access to powerful AI- and data-based tools, they can save valuable training and support time.

New technicians can become job-ready more quickly than they can with traditional training alone.

Facing the ongoing labor shortage, contractors can hire for attitude, not aptitude. They can prepare the new but inexperienced talent by training them with the tech-enablement tools. This allows the new talent to become more confident in the trade and to get out on the job faster.

By taking less time to prepare a new technician to become productive in their new trade, business owners can now recruit from a wider pool of talent, accelerate their onboarding process, and reduce their turnover rate.

Improving Worker Retention Through Better Technology

A related advantage is that experienced technicians can remain productive, instead of serving as mentors to newer technicians who are learning on the job.

When new technicians have tools that empower them to work independently in the field, experienced workers can be more productive.

As the market for skilled labor continues to present a challenge, employers may feel compelled to hire anyone, simply to meet customer demand. But it's important to remember the value of effective technicians. Their performance in the field drives every facet of business.

You may not be able to hire a full team of experienced and fully trained techs today. But investing in your team and ensuring they have the proper digital tools to power extraordinary performance can enhance their experience — and empower them to deliver world-class service that helps set your business apart.

About J.P. Cahalan

J.P. Cahalan is senior process engineer at XOi Technologies and he's responsible for helping customers find multi-layered value and success with the XOi platform.

Believing that change is something that is necessary for businesses to grow, J.P. has an acute understanding of customer behavior, and knows that change is not something that should be taken lightly.

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