4 Essential Steps for Annually Setting Field Service Technician Goals

adminNovember 15th, 2018

Each year, your company likely meets with employees on a one-on-one basis for a performance review. This reviews the employee's skills, contributions, and value to your company. It is also a way to assess how the employee is doing and to look for areas where improvements can be made.

There are four types of goals to discuss with your field techs:

  • Essence of the job goals

  • Project goals

  • Professional development goals

  • Performance goals When considering these goals, keep the word "SMART" in mind. "SMART" stands for specific, measurable, achievable, relevant, and time-based. Goal setting for electrical, plumbing, HVAC, and garage door service technicians also benefits the technicians. Below, let’s look at some key tips on setting field service technician goals, and discover how ServiceTitan software can help your team achieve more.

1. Select Important Performance Indicators

The key performance indicators differ from shop to shop. Your business may place an emphasis on maintenance contract sign-ups, while a competitor may live or die by the number of overall jobs completed. The key performance indicators you set for employees should take into account your overall organizational goals.

For example, if your business has an overarching goal of reducing service all time by two percent, one of your key performance indicators could include how efficiently the technician works. Another goal may center around how many jobs are solved in one visit versus how many times the technician gets called back because the problem is not yet fixed. A technician with a high rate of callbacks may need to work on technical skills or get additional training on specific tasks

2. Include Job-Based Technical Objectives

Your field service technicians’ ability to complete technical tasks accurately and efficiently is the backbone of your business. Goal setting should include several job-based technical objectives—each determined by a tech’s job description and/or their training.

For example, a technical objective for a garage door technician might include the ability to replace the laser eye and test it for functionality. For an HVAC technician, you might include the ability to handle Freon and other chemical refrigerants safely and within the scope of your local environmental regulations. In most cases, you want your techs to always be striving to level-up their skills and grow into a well-rounded tradesperson.

3. Consider Customer Service Objectives

Imagine that you have a technician capable of solving even the trickiest of electrical or plumbing problems. That technician will not serve your company well if he or she is rude, leaves a mess in the customer's home, or refuses to explain the problem in a way that the customer can understand.

Some good customer service objectives to consider for your techs include:

  • Handling customer complaints

  • Giving customers professional, accurate, and polite advice

  • Establishing a good reputation with customers

4. Develop a Set of Work Ethic Objectives

The plumber or garage door technician who excels at technical skills will not help your company if he or she is unorganized, shows up late, or does not work well with others. Work ethic objectives provide you with a way of measuring how well an employee fits with the standards and culture of your company.

Consider developing a set of work ethic objectives for each of your field service techs. Those objectives should include compliance with directions, flexibility to work in a variety of conditions and environments, tact when dealing with irate customers, initiative to get the job done well, and a desire to improve work-related skills.

ServiceTitan is the cloud-based, industry-leading software solution for home service professionals. Not only has our all-in-one platform helped thousands of HVAC, plumbing, garage door, and electrical shops improve customer service and supercharge operational efficiency—but it has also helped businesses increase their revenue by an average of 25% after just one year, as well.

To learn more about what our field service business software can do for you, contact ServiceTitan today to schedule a demo.

Solid advice delivered to your inbox.
Hiring Techs? We Can help!

Related post

6 Keys to Increasing Your Average Ticket by Leveraging ServiceTitan Technology

Rachel Stepowoy, enterprise administrator for a family business that includes seven Roto-Rooter franchises in Ohio, Michigan and Illinois, was recently a guest on a ServiceTitan webinar on implementing Estimate Templates, and the benefits of doing so. 1. Study reviews, especially those that are less than five stars, to find opportunities to improve your business.Four-star reviews that praised the service but questioned the price alerted Stepowoy and others in management at her company to the need to better educate customers and offer more options. That reminded her of the importance of reading those less-than-perfect reviews in a different way. 

8 Keys for Writing Email Subject Lines that Actually Work

Email is an extremely useful tool you can leverage to communicate and engage your customers. But you might be wondering how to stand out from the crowd in their inbox.  To get your emails opened more often, you need strong email subject lines that are both relevant to your message and attention-grabbing. If you’re not sure where to start, check out these easy tips for writing email subject lines that actually work.

Plumber Techs Build New Florida Plumbing Company Using ServiceTitan Software

Chris Gist moved to the suburbs of Pensacola, Fla., in 2017 with the goal of using his 20 years of management experience to find new work closer to home. He landed a job as an office manager for a local plumbing company. That’s where Gist met master plumber Christopher Stewart, who was the company’s lead technician. But when new owners took over, Stewart left to do his own thing. Unhappy with the situation under new ownership, Gist left too. In October 2018, he joined a buddy to do roofing jobs in nearby Panama City for a couple of months after Hurricane Michael made landfall in the Florida Panhandle.