How do you train and onboard new field service technicians using your existing knowledge base and resources?

- Identify Learning Needs: Understand each technician's experience level and areas of improvement. This can be done through assessments, interviews, or reviewing their previous training. - Customize Training Plans: Based on the gaps identified, tailor learning materials and resources to address specific skills and knowledge gaps.

The training of new technicians should focus more on technical skills like understanding of the product, its demonstration, installation, troubleshooting, and repair.? Understanding the internal components (i.e., the spare parts) of the product is very important in order to troubleshoot and repair. This training should also cover customer service skills/soft skills to help technicians communicate effectively with customers, so that customers will also feel privileged and provide a good rating once the job is done.? Safety training is also very crucial for technicians to recognize and avoid hazardous components of the product while repairing.

Evaluate Current Knowledge and Skills Use online quizzes or surveys to assess their theoretical understanding of the systems and equipment they’ll be working on. Conduct practical tests to evaluate hands-on technical skills, such as troubleshooting, repairs, and equipment maintenance. Interviews

I will begin training a new recruit tomorrow and my first thought is to find out who they are and how they like to approach problems. If I don't take the time to understand who I'm working with, and fail to listen to their needs, frustration is sure to be a common emotion in the relationship.

Mix Learning Formats Incorporate online courses for foundational knowledge, including technical specifications and theory behind the systems. Use videos and podcasts for visual and auditory learners, providing practical demonstrations or discussions on troubleshooting and repairs. Provide manuals, guides, and checklists as reference materials for step-by-step instructions during on-the-job tasks. Webinars can offer interactive learning opportunities, allowing technicians to ask questions and engage with experts in real time.

I was amazed to see one of our customers use Ascendo AI coworker this way. Since you can resolve problems, why not ask questions to train field service technicians during onboarding. Interestingly, onboarding time goes down by 70% with this approcah.

I always like to show an example of how something is done before asking the person I'm teaching to repeat what I've done. Sometimes, I'll cover other concepts and come back to a prior one. This builds a tendency to pay attention and absorb the material, and helps me see if I'm speaking in convoluted terms or clearly helping someone understand the concept.

Hands-On Practice Provide opportunities for technicians to perform real-world tasks, such as troubleshooting, repairs, and equipment installations, in a controlled environment. This simulates actual field conditions while allowing them to apply what they’ve learned. Use simulations or mock scenarios for complex or high-risk tasks. These help technicians practice without the pressure of real-time

I would suggest to set up a sandbox simulating the production environment and service territory based data loaded so that they can experience the end to end system, understand the nuisances of the IT system and working in kind of live environment is more exciting than just handouts and e-learning modules.

Utilize Collaboration Tools Online Forums: Create a dedicated forum for technicians to ask questions, share insights, and discuss challenges they face in the field. Chat Groups: Use messaging platforms like Slack or Microsoft Teams for real-time communication, enabling quick problem-solving and support. Wikis and Blogs: Establish a centralized knowledge base where technicians can contribute articles, best practices, and lessons learned. This can serve as a resource for both new and experienced team members.

Regular Feedback: Implement feedback surveys from new technicians to identify knowledge gaps and improve training materials, enhancing the onboarding experience. Analytics Review: Utilize knowledge base analytics to track frequently searched terms, ensuring relevant content is available for technicians' needs. Engage new technicians in suggesting updates or improvements to the knowledge base, fostering a sense of ownership and relevance. Establish a routine for reviewing and updating training materials to reflect the latest procedures and technologies, ensuring accuracy. Clear Communication: Provide clear and concise instructions in training resources, using visual aids to enhance understanding and retention of information.

- Continuous Improvement: Regularly evaluate your existing knowledge base to ensure it stays relevant and effective. Update manuals, troubleshooting guides, and training materials as new tools or technologies emerge. - Feedback from Technicians: Gather feedback from both new and experienced technicians on what resources they find helpful or lacking, and update the knowledge base accordingly.

Continuous Improvement Culture Foster a culture of continuous improvement by encouraging technicians to share their insights on how to enhance training materials. Recognize and reward contributions to the knowledge base, motivating technicians to participate in the upkeep of resources.

- Soft Skills Training: In addition to technical skills, focus on soft skills like communication, customer service, and time management to ensure technicians can handle both the technical and interpersonal aspects of their roles. - Performance Metrics: Set clear performance metrics to measure the success of the onboarding process and make adjustments where necessary. - Continuous Learning: Encourage an ongoing learning culture by offering access to continuous learning opportunities such as webinars, certifications, and industry events. - Employee Engagement: Keep new hires motivated by recognizing achievements, offering growth opportunities, and fostering a positive work culture.