How many jobs technician can do per day

[PA3040]

Re: How many jobs technician can do per day

YOUR goals....YOUR targets..!!!
Any decent tech will take the time on a call to FIX not only the issue that they were called for but any FUTURE issues that they perceive might arise from parts counter being too far over,wear and tear etc etc.
This alone will blow out your precious call rates per day.
Increase the call rate...get shoddy work...as simple as that.

But If we request 13 calls, then tech will do at least 8 - 9 calls and when we request 8 -9 calls for day then tech will do only 5 - 6 calls

[PA3040]

Re: How many jobs technician can do per day

Anything from 1-8 jobs a day.

But it's highly dependant.

I'm not being judged by the amount of calls I'm clearing, it's more on the quality and thoroughness of my work.

It so hard to maintain deason work with target

[rthonpm]

Re: How many jobs technician can do per day

I run my own company now, and although copiers are a small part of it, I still use the same sense I had as a copier tech in all sides of the business. For most machines, my goal is to get them from PM to PM with as few issues as possible. That's easier said than done when most of my machines are ones people bought off lease and are all getting a little old. I know what my customers average monthly, and I know the yields of the machines. Using those, I know where, and when, I can expect pain points, and I also have a way of gauging my one extra tech's work along with my own.

Overall, I use the following for both the copier and IT sides of the company, but I'll give examples from the copier side:

1. Quality of work: no call backs within thirty days for the same issue, or for something that should have been caught on the last call. This makes the incentive to do a PM, even if the call is for something else, and the yield time isn't quite there. If there's 10,000 pages to go on the count, and I know I won't be back for awhile: do the PM. A call back for something that couldn't be anticipated is considered a different issue: if a fuser pops a code because of a thunderstorm or some kind of external issue, there's no way to prevent that so it's not a quality issue.

2. Productivity: even if my guys aren't directly working, do I know what they're doing, or are they keeping productive? Sometimes a few techs can hammer out each other's issues over a cup of coffee more than sitting in front of a machine banging their heads. Maybe it's a down time because the accountants are done for tax season and that's the bulk of your area: are you helping out on another issue somewhere else? Are you in the office working on parts management? Are you getting some rebuilds ready to speed up the process of being in the field? Are you doing end user training, or keeping in touch with your customers? There's a lot more than just doing calls in this business...

3. Customer Satisfaction: does the customer see my team as a value to their business? Do they trust us?


That's the overly simple version, but my job as the 'boss' is to keep my little team working towards the goal of building something bigger, helping the customer to do what they do best, and to ensure that we're giving them what they need. If I need to threaten my people to do their job, I don't have the right people. I've been fortunate so far, but with a team of just four people it's relatively easy to keep things moving along.

[PA3040]

Re: How many jobs technician can do per day

I run my own company now, and although copiers are a small part of it, I still use the same sense I had as a copier tech in all sides of the business. For most machines, my goal is to get them from PM to PM with as few issues as possible. That's easier said than done when most of my machines are ones people bought off lease and are all getting a little old. I know what my customers average monthly, and I know the yields of the machines. Using those, I know where, and when, I can expect pain points, and I also have a way of gauging my one extra tech's work along with my own.

Overall, I use the following for both the copier and IT sides of the company, but I'll give examples from the copier side:

1. Quality of work: no call backs within thirty days for the same issue, or for something that should have been caught on the last call. This makes the incentive to do a PM, even if the call is for something else, and the yield time isn't quite there. If there's 10,000 pages to go on the count, and I know I won't be back for awhile: do the PM. A call back for something that couldn't be anticipated is considered a different issue: if a fuser pops a code because of a thunderstorm or some kind of external issue, there's no way to prevent that so it's not a quality issue.

2. Productivity: even if my guys aren't directly working, do I know what they're doing, or are they keeping productive? Sometimes a few techs can hammer out each other's issues over a cup of coffee more than sitting in front of a machine banging their heads. Maybe it's a down time because the accountants are done for tax season and that's the bulk of your area: are you helping out on another issue somewhere else? Are you in the office working on parts management? Are you getting some rebuilds ready to speed up the process of being in the field? Are you doing end user training, or keeping in touch with your customers? There's a lot more than just doing calls in this business...

3. Customer Satisfaction: does the customer see my team as a value to their business? Do they trust us?


That's the overly simple version, but my job as the 'boss' is to keep my little team working towards the goal of building something bigger, helping the customer to do what they do best, and to ensure that we're giving them what they need. If I need to threaten my people to do their job, I don't have the right people. I've been fortunate so far, but with a team of just four people it's relatively easy to keep things moving along.

Dear rthonpm
Thanks for the reply and advice
This is heavily informative those who engaging in the technical field

What are the things your tech's are doing other than breakdown calls and PM

I means

1. Payment Collections
2. Agreements hand over
3. Demonstrations ( User training )
4. Estimates followup ( by visiting to customer side )
5. IT installations.
6. Agreements followup.
7. Consumables delivery
8. Some time Invoice delivery
9.Meter reading collections

How about meter reading collection in your area

[stockman123]

Re: How many jobs technician can do per day

4 to 5 calls a day depening on the job if you have to pm a machine maybe 3 per day depending on the unit

Dear All
1.Does any one should know, how many jobs one technician can do for per day as per average of Month
2.If one technician handle 100 machine, then how many breakdown calls can we expect for per day ( Average monthly )

any one have experience about this data?

[slimslob]

Re: How many jobs technician can do per day

What are the things your tech's are doing other than breakdown calls and PM

I means

1. Payment Collections
2. Agreements hand over
3. Demonstrations ( User training )
4. Estimates followup ( by visiting to customer side )
5. IT installations.
6. Agreements followup.
7. Consumables delivery
8. Some time Invoice delivery
9.Meter reading collections

How about meter reading collection in your area

1. Only if the customer is delinquent and puts in a repair call.
2. Less that once a year.
3. Demonstrations - no. Initial user training at delivery. Retraining when necessary to correct user caused problems.
4. Only to complete repairs after customer approval.
5. Yes
6. No
7. Yes
8. no
9. We include a counter sheet with the paper work for every call.

[Old Sergeant]

Re: How many jobs technician can do per day

Dear All
1.Does any one should know, how many jobs one technician can do for per day as per average of Month
2.If one technician handle 100 machine, then how many breakdown calls can we expect for per day ( Average monthly )

any one have experience about this data?

There are companies that have figured this out. WRONG! I worked for a company that based all the metrics on technicians working in New York City. Many of them in high rise buildings where the travel time consisted of an elevator ride, parts prepositioned with the machines and technicians generating some of the calls (resulting in favorable to the tech response times.). It didn't matter that I had a territory 100 miles north to south and 75 miles east to west.

My personal experience is that most calls take on small to medium machines take about an hour. Larger machines up to 2 hours (average). I felt good completing 4-6 calls per day and believed I had done a job on each one. I've done 12 in a day and I've also been stuck on one an entire day.

My advice, set a standard, get feedback from the field and ride along with the techs from time to time to see if calls per day, duration, and response times change when a supervisor is present. I hated ride alongs but they were necessary.

[PA3040]

Re: How many jobs technician can do per day

My personal experience is that most calls take on small to medium machines take about an hour. Larger machines up to 2 hours (average). I felt good completing 4-6 calls per day and believed I had done a job on each one. I've done 12 in a day and I've also been stuck on one an entire day.

You mean 4-6 call with PM's

How does Tech's response time calculate in you company?

What is the system that you are using to inform about breakdown calls to tech's in your company?

[Zaxxon]

Re: How many jobs technician can do per day

As few as possible

[PA3040]

Re: How many jobs technician can do per day

As few as possible

Then you will be paid as few as possible

[Zaxxon]

Re: How many jobs technician can do per day

Then you will be paid as few as possible

aren't we all?

[PA3040]

Re: How many jobs technician can do per day

aren't we all?

Then?

[SargeNZ]

Re: How many jobs technician can do per day

You have two technicians, one has been despatched a unique job that takes him 4 hours to fix involving pulling the machine apart down to the framework, replacing a motor and putting it back together again with it working correctly first time for a very thankful customer. The other tech replaced 2 fusers, 3 PCU's and a couple of maintenance kits over the same 4 hours.

Do these technicans deserve to be treated differently? Should the first tech be pulled into a KPI meeting the next day and told to pull finger?

[fixthecopier]

Re: How many jobs technician can do per day

I am late to this thread. All of the intelligent responses have been given. My record was 14 in one day. They were all within 3 miles of each other, no pm or cleaning, just had to make them run as I was the only one working 900 machines 1 week each moth while someone else did meters.

My other record was two and a half days on one box, and still had to pull it.

When I had 900 machines I could average between 100 and 125 completed calls a month.I had to deliver toner , but that didn't count as calls. All were Konica Minolta, and I would carry chunks of machines in my truck and steal from parts machines. no time to rebuild fusers.

Now the contracts are gone. Things are slow. I seem to average 3 or 4 paid calls a day.

The thing that has helped me the most is reading people. Sometimes handling the customer is more important than fixing the machine. If you can bond with a customer, they can be your most effective tool.

Way back when I sold homes, I had a manager who held the company record for sales. He had closed 96 in one year. He probably averaged 2 to 5 thousand dollar commission on each one. I ask him for his best advice and he said, "Treat every person as though they were the most important person in the world."
That works in our business also. Every body you visit, especially the small business owners, want you to treat them that way. If the customer trust you, and feel that you are working on their problem just like you owned part of their business, they will be a customer for a long time.

What does this have to do with daily calls numbers? When you are slammed, your good customers you have bonded with will be patient and wait, and when times are slow, they can toss you some business or refer you to new customers.

[MFPs R Now PCs]

Re: How many jobs technician can do per day

.
Also you would be much better off to concentrate on meter between calls than just jobs per day.

YESSSS!!!!!! THAT'S THE TICKET THERE!!! Now if I could only get my boss to buy in on that, HA! gooood luck with that....because I've been preaching that for 10 years and moved on to run another department to get away from him, LOL!