Transforming your Field

Techs into Top Talent

Presented by:

Rami Barqouni

Service and repair manager

Why the emphasis on talents?

• Higher performing companies are better at managing and retaining talents.

• The valuation and success of a company is now days measured by its talents.

• When talents are onboard, business environment is more dynamic and

creative.

• Productivity of the company and achieving its goals is higher when having

talents.

How to manage and retain talents?

• Hiring and retaining top talent is a challenge for each industry. Talent management

in field service requires engaging the field technician so that they are aligned with

the business priorities drive results beyond customer satisfaction.

Best practices of talent management aiming to achieve that, including:

• Employee engagement in field service

• Drive service through engagement and alignment

• Train technicians throughout their career

Employee engagement in field service

Engaged employees are defined as those who are “mentally and

emotionally invested in their work and in contributing to their employer’s

success.”

-32.7%20%

87%

34%

Employee Engagement

• - the UK government, found companies with low employee engagement earn an operating income 32.7% lower than counterparts with more engaged employees

• - The Corporate Leadership Council has completed a study of the engagement level of 50,000 employees around the world. And found that…Those employees who are most committed (engaged) perform 20% better and are 87% less likely to leave the organization.

• - According to Robert Half International, as many as 34% of employees who leave a company cite a lack of appreciation or very little appreciation for their contribution as their reason for leaving.

We aren’t motivated by the threat of failure;

we’re motivated by the promise of

achievement.

-90% 70%

The most powerful motivation is

personalized, instant recognition

from a manager for a job well done.

The easiest, most satisfying & effective way to offer ongoing recognition to employees is through one-on-one feedback.

Five elements for employee engagement to happen

The Elements of Opportunity Engagement happens when employees feel they are part of

something important and have something to believe in.

The Elements of Personal Accountability when employees are expected to give their best and know

what they are being held accountable for. When this is the

case, personal accountability increases.

The Elements of Connectedness when employees feel connected with each other, focus on

mutual interest, and operate with shared responsibility.

The Elements of Inclusion when employees are well informed, involved, and able to

openly express their thoughts and feelings. Simply stated,

people want to feel "in" on things.

The Elements of Validation when employees feel they matter—that they have a valued

place in the organization.

Alignment of Field Service techs with

Company Strategy

By definition, “alignment” is the continuous process of mobilizing

enterprise resources to achieve company objectives. Therefore,

“employee alignment” is the specific process of tying employee goals to

the overall organizational strategy.

Business benefits of employee alignment

• Driving higher employee engagement.

• Helps organizations quickly move from strategy planning to strategy execution;

• Enables management to more effectively deploy resources across projects;

• Exposes duplicate and/or redundant business initiatives; and

• Provides the foundation to link reward systems with individual and team performance.

How we do it?

• Step 1: Meet with Business Leaders

• Step 2: Build Cascading Organizational Objectives

• Step 3: Capture & Cascade Goals in Performance Management System

• Step 4: Evangelize the Organization’s Strategy and Objectives

• Step 5: Build Aligned Employee Goal Plans

• Step 6: Communicate Progress

• Step 7: Coach, Develop and Re-Align

• Step 8: Close the Loop (Pay for Performance)

Driving service through engagement and alignment

Training technicians throughout the career

• Implement a structured training program.

• Informality is OK, too.

• Knowledge transfer and sharing.

• Time is right.