Defining the Roles and Expectations for Service & Maintenance Technicians

Many companies lack structure around what they want the service technician to actually do as a role within the company and service department. Some companies have them wearing many hats for the obvious reasons of desiring growth and needing production in areas producing revenue. In fact, we as an industry ask the service technicians to do so much that it can complicate the focus of what is truly important to the customer experience and company result on a call. In this section, we dive into the role and expectations of a service and maintenance technician. Whether you are a small or large firm, each employee should have clear, concise expectations, with a role of what to do and how to do it, combined with measurements or metrics in that role. We explore those areas in detail here, one of which is lead turnover process or direct selling, depending on the technician skills and company philosophy.