REACH Level 1 - Managing Mobile Employees

Mobile Employees?

If we stop and think about it, when field service technicians are doing what we pay them to do - we can't see them!

  • What kind of job are they doing?
  • What do your customers think?
  • What sort of representation are they for your company?

Level 1 Content

Provides specific training to enable the attendee to: 

  • Gather and interpret necessary Critical Success Factors to properly analyze each technician’s performance with regard to strengths and weaknesses The principals of REACH and how to apply them in managing field technicians 
  • Have Respect for each individual you are responsible for. Get to know them and what is going on in their lives – “What Makes Them Tick”, as well as letting them get to know you 
  • Expectations – Gain a working knowledge of Critical Success Factors and what impact they have on business in order to set proper expectations for individuals compared to National Standards and where they are in their career path 
  • Accountability – Each individual should know what they are expected to accomplish in order to be successful and move up in their chosen career as well as the consequences of failure to meet the necessary criteria 
  • Coach – The aspect of Coaching is an acquired talent and generally might be avoided by newly promoted managers or supervisors, however it is absolutely critical in helping each technician and therefore the entire team improve Attendees will learn to interpret available data along with regular field audits to set and monitor specific goals to improve their skills The importance of PCR – PCR is a new term used in Tech Assessment meaning Probable Call Reduction which can quickly illustrate to a technician the impact of bringing a specific model machine’s performance up to the National Standard for that model How to recognize potential greatness as well as how to deal with substandard performance When to “Let go” How to Let Go 
  • Humility – It is often not necessary to simply be the “Boss” and you do things my way, but instead recognize the technician for their abilities and talents. Looking down on subordinate technicians will never achieve positive results Career Paths – a critical factor in setting proper expectations based on years of experience as well as necessary to control salaries Performance Appraisals – Hand in hand with the coaching process, Semi Annual Performance Appraisals keep employees informed on how they are doing, potential for salary increases, continued employment etc.  

Career Paths

Career Paths – a critical factor in setting proper expectations based on years of experience as well as necessary to control salaries   

Performance Appraisals

Performance Appraisals – Hand in hand with the coaching process, Semi Annual Performance Appraisals keep employees informed on how they are doing, potential for salary increases, continued employment etc.      

Call to Action

 At the end of the course, each attendee will develop an Action Plan for improvement during the next ninety days