How can you track your electronics repair technicians' performance with field service management software?

2 Key performance indicators

Tracking your performance with FSMS requires that you define and measure some key performance indicators (KPIs) to reflect your goals and expectations. KPIs are measurable metrics that show how well you are performing in relation to your targets. For instance, electronics repair technicians typically track their first-time fix rate (the percentage of service calls resolved on the first visit), average response time (the time elapsed between receiving a service request and arriving at the customer's site), average repair time (the time spent on repairing the equipment, excluding travel time and breaks), customer satisfaction (the level of satisfaction expressed by the customer after the service) and utilization rate (the percentage of time that you are actively working on service tasks, compared to your total available time).

3 How to use FSMS to track your performance

FSMS can help you track your performance by collecting and analyzing data from your field activities and generating reports and dashboards that show your KPIs. With FSMS, you can record service details, such as start and end times, parts used, and resolution status, on your mobile device and sync them with the central database. You will also receive real-time notifications and alerts about service requests, schedules, routes, and inventory levels. Historical data and trends about past performance can be accessed to compare with current performance and benchmarks. Additionally, FSMS enables customers to provide feedback and ratings which can be viewed on your mobile device or online portal. Finally, you can review performance reports and dashboards to identify strengths, weaknesses, and areas for improvement.

4 How to improve your performance with FSMS

FSMS can not only help you track your performance, but also improve it by providing insights, recommendations, and tools to enhance your skills and productivity. Through FSMS, you can learn from your best practices and mistakes for future service calls, seek guidance and support from managers and peers, access training and certification programs to update qualifications and competencies, use predictive analytics and AI to anticipate and prevent failures, and leverage augmented reality and remote assistance to troubleshoot complex issues. All of these capabilities can help reduce reliance on manuals and experts.