As a large company with many service techs in the field servicing equipment and systems it is important that they are aware of exactly the job they should be doing. A field service tech needs to be a self motivated person who is able to work under little direct supervision. If a service tech lacks these qualities it will be difficult for them to complete the job that needs to be done. It is important when hiring a person you can try to establish whether or not this person will work well under little supervision.
Once you have hired a field service tech it is important that the correct field service training is done. The more training an individual receives the more confident they will be to do the job on their own. It is crucial that all aspects of the job are considered and various problems and issues they may run into are discussed. A good training program will be the main basis to finding a good field service tech. It is important o allow the new tech to shadow an advanced employee for at least a week so they can get a good handle on the day today issues that may arise when they are out in the field and how those issues can be remedy.
Once the new service tech is out in the field on their own it will be beneficial to their training to make surprise visits. This will let you know if they are getting their work done in a timely fashion and how they conduct themselves when your presence was unexpected. It is a good idea to give a lot of feedback so the field tech can really learn how to improve their work and become better at their job. The employee needs to feel they have the freedom to learn the job in their own way but understand that they are being watched and are expected to reach certain standards on the job.
Doing an extensive interview on future employees and then taking the new techs through strong field service training program will lead to the success of your service techs. It is important they are given the opportunity to learn as much as they can before they are sent out on their own to perform the job. Once they are comfortable they will perform to the standards expected of them. You will then have the confidence that your service techs are able to handle any job or problem that is presented to them.