The Role of Training and Development in Successful Field Service Management

Five Key Metrics for Improved Performance, Greater Customer Satisfaction, and Increased Revenues

According to a recent Aberdeen report, organizations that offer training programs gain a 52 percent increase in service sales. In addition, according to Gallup, 87 percent of millennials say that professional development and career growth opportunities are very important to them in a job.

Giving your field service team the proper training and tools to quickly resolve customer issues goes a long way in achieving customer satisfaction, improving operational performance, and increasing revenue.

So, what are the key metrics for training and professional development for your field service team?

Customer Downtime. Proper field training leads to a reduction in customer downtime, minimizing the impact on their businesses and ultimately building greater customer loyalty.
First-time fix rate. The top complaint field service customers report is not solving problems on the first visit. Fixing issues at the first point of communication improves customer satisfaction, and it also helps reduce the number of visits for the same issue, which keeps your operations running smoothly.
Time to Fix. Well-trained field service team members are more efficient because they know what to do and how to do it. They receive the knowledge to resolve complex issues, enabling them to handle more customer issues in less time.
Utilization of the latest tools. Being up to date with the latest tools is essential to successful field service in today’s ever-evolving, highly technical world. Giving your field technicians access to and training for service tools will help cut time in resolving customer issues and ensuring that solutions are appropriate and completed as quickly as possible.
Accident and injury rates. Well-trained field service technicians know how to ensure a safe environment for themselves and others. This reduces the potential of accidents or injuries on the job, which can lead to costly legal battles as well as damage to your company’s reputation.

Solution: Utilize an Integrated Service Partner, Such as Quest International

Partnering with an aftermarket integrated service partner, such as Quest International, gives you access to top-notch training and professional development tools for your field service team. Whether you supplement your training with Quest’s offerings or have Quest handle all of your training needs, we are here to help ensure that you have a well-trained field service team.

Typical components of Quest’s field service program include:

Customer assessments and pre-site surveys
Customer callouts for scheduling installation and product training
Customer notifications and coordination for installation and training
On-site installation, training, and documentation performed by Quest’s Field Service Technicians
Customer post-installation Net Promoter Score (NPS) surveys

For Original Equipment Manufacturers (OEM), Quest offers a Master Training option, also known as the “Train-the-Trainer” program. Our team becomes certified “master trainers” by training under the OEM’s product training Subject Matter Experts (SME). These SMEs pass their wealth of knowledge to Quest certified master trainers and lead field technicians. Each training program considers the sophistication of the equipment and, if required, implementation of a shadowing/mirroring program with the trainers and field technicians.

Interested in Learning More?

If you're an OEM looking to improve your operations and better serve your customers, contact us today to explore the benefits of an integrated service partner. At Quest, we specialize in providing OEMs with a full range of support services, creating peace of mind that customers and devices are well supported. Learn more about our OEM services here.

Whether you're looking to outsource a single aspect of your operation or your entire support process, Quest has the experience and expertise to help you achieve your goals.

Contact us today to get started.

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