5 Service Technician Roles You May Not Have Considered

improve jobsite communication with service management software

Your technicians are the eyes, ears, and face of your company. Use their privileged position in the field to gain a leg-up on your competitors.

<!–mep-nl–><!–mep-nl–>It’s no secret that your technicians are the lifeblood of your service organization. You could have everything planned and managed perfectly, but if your field tech doesn’t impress the customer or collect the right information, you’ll lose future service and miss opportunities to make new sales. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–>If equipped with the right knowledge and a <a href=”https://www.msidata.com/service-pro-mobile-service-technician-software” target=”_blank”>service management app</a>, technicians can serve as trusted advisors for you and your customers. Train your team to transition into the following service technician roles to increase their influence in the field and take advantage of their powerful customer-facing position. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–><ul><!–mep-nl–><h2 class=”short-head”> 1. Lead Generator </h2><!–mep-nl–><!–mep-nl–> While a technician makes his regularly scheduled visit, have him document other equipment or relevant information that could lead to more new business. With more information about current customers, service companies can gain competitive insight into new potential customers and formulate efficient marketing and sales strategies. And with a mobile service app, all the information taken in the field can be instantly synced and saved for future use. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–><h2 class=”short-head”> 2. Sales Person </h2><!–mep-nl–><!–mep-nl–>While the tech is collecting lead generation information, he can use what he knows about the customer and its equipment to make new sales onsite. Wouldn’t you rather buy from someone you know instead of a salesperson you’ve never met? So would your customers. Once the technician identifies a sales opportunity and the customer agrees, he can use <a href=”https://www.msidata.com/blog/4-ways-automated-quoting-can-grow-field-service-sales” target=”_blank”>integrated mobile quoting</a> to conduct a new sale or contract renewal onsite and instantly sync it with accounting. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–><h2 class=”short-head”>3. Competitive Observer </h2><!–mep-nl–>While it’s important to identify new sales opportunities, it’s also helpful to document competitor information so you know what your competitors are up to in the field. Do your customers also buy from a competitor? How could your prove yourselves worthy of that business? On their mobile devices, technicians can access already documented competitor information, so they know what to look out for. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–><h2 class=”short-head”>4. Photographer </h2><!–mep-nl–><!–mep-nl–>Equipped with mobile devices, technicians can use <a href=”https://www.msidata.com/field-service-mobile-picture-taking” target=”_blank”>mobile picture taking</a> to illustrate equipment maintenance needs or deficiencies to customers. Using pictures to support their explanation, techs can more easily persuade customers to invest in service contracts or invest further in the company. The pictures can be saved and shared internally. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–><h2 class=”short-head”>5. Researcher </h2><!–mep-nl–><!–mep-nl–>With the help of a <a href=”https://www.msidata.com/veil-inspection-software” target=”_blank”>mobile inspection application</a>, technicians can take customer satisfaction surveys to improve on-site performance and show customers you care. The insight you gain from this sort of one-on-one company feedback will be invaluable for future customer interactions and help you develop and improve in the right areas. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–></ul><!–mep-nl–><h2 class=”short-head”> Rethink Your Technicians’ Roles </h2><!–mep-nl–><!–mep-nl–>If your technicians are leaving jobsites without contract renewals or competitive information, it might not be their fault. Consider what you’re giving them to help them succeed. To guide them in their new roles, start by empowering techs with a mobile field service app. From there, they’ll begin working more productively and be able to allocate more time for sales and renewal efforts. They’ll have the resources they need to collect more data and propel your business forward. <!–mep-nl–></br><!–mep-nl–></br><!–mep-nl–>
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<h2 class=”short-head”>A Buyer’s Guide to Mobile Field Service Software: 9 Tips for Choosing a Mobile Solution that’s Right for You</h2><!–mep-nl–>In the market for a cross-platform or cloud-based mobile app for your field service organization? Learn important tips, guiding questions, and to-dos in our free, educational whitepaper: “A Buyer’s Guide to Mobile Field Service Software.”

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