The days of the old school road warriors driving many miles to turn a screwdriver are behind us. Just because you've been "doing this for 30 years" doesn't mean there isn't a better way. In a lot of cases, they are doing it THE SAME WAY for 30 years.
Having been in this industry for 2 decades, we all know Sales get the glory, and the majority of the compensation. Service is generally an afterthought and thought of as a necessary evil. Unfortunately, they are also compensated this way; if you don't think money talks you didn't understand the assignment. Experience is by far the most sought-after asset for techs in our industry and is becoming increasingly hard to find as we all age. New techs should learn from the veterans BEFORE being sent to any sort of school. If you send your techs to schools right off, they will get overwhelmed and most likely seek employment elsewhere.
For rookies, I generally follow this scenario:
First, I have them physically build the machines. This teaches them the components, service modes, setups, etc. It also gets them familiar with simple shit like what an ADF is and how developer works. There is also no pressure on them with angry customers or dreaded test taking.
Next, service manuals and web portals. A great tech knows the service manuals and knows where to find the information they need, when they need it. They also know where to get additional info if the manual is not enough. We live in the information age, might as well utilize it.
After that, basic networking concepts and principles. How networks functions, what's an IP address, printing settings, SMTP, etc. A great tech not only know the machines but how to utilize all the wonderful bells and whistles new technology has to offer. This is by far the biggest mistake dealers make in my opinion, why have 2 techs when you can have one tech who knows both sides of modern devices. But dont forget, the more you know, the more you are worth. Good techs
should get more money, period.
Up next, they do PMs for a few months. Gets them in the field independently, they do not have to troubleshoot, and it frees up your other techs to take break fix calls. It also builds their confidence and pride and gets them familiar with the territory and customers.
Next, ride alongs with senior techs. Learn troubleshooting and thinking on your feet. Not just one tech, but multiple senior guys if possible. Also gives them an opportunity to learn the most vital of all copier repair skills, how to deal with an asshole customer. The senior techs can also give feedback to management on what the rookies are doing well or areas in which they can improve.
Finally, just like children, you set them free in their territory. You can fill them with knowledge and give them all the resources in the world, but how they utilize it independently is up to them.
At this point, you know if you have a stud or a dud. This is when the decision for tech schools should be made in my opinion.
Sales may
get the accounts, but service
keeps the accounts.
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