It is always interesting to see social media light up with expert advice as soon as a new trend is upon us. The recent explosion in “how to work from home” content is no different. That said, it’s not really new at all. Some industries and functions are defined by the management of remote workers and always have been.
I suggest we look to these true experts for advice, starting with field service managers.
Field service managers are, by definition, managers of remote workers, typically technicians. Years ago, the practice of managing a technician was not very different from managing office teams - you could meet with your crews every day (sometimes more often), set short-term targets, troubleshoot, and follow up. It would not be unusual to see your Technicians on a daily basis.
As technology improved, the need for field staff to visit the office has been virtually eliminated. There’s no need to stop in to get the next job, to drop off paperwork, to submit cash and cheques, or to pick up parts. Today’s technicians can work independently, communicating with the office through mobile technology, receiving parts on site and seldom visiting the main office.
Modern technology also provides all the data a field service manager needs to understand what’s going on in the field. The best leaders also develop strong relationships with their teams to build the culture and a sense of belonging. By balancing data-driven decision making with great personal connections, these leaders create highly productive remote teams.
As many people are now managing remote teams for the first time, let’s take a look at field management best practices that you may be able to apply to make the most of your new work environment.
Know the Goal.
What is a great day? So many poorly managed field service teams struggle with this question. They have few if any measures and their teams do not really understand what is expected of them.
It’s no different when you’re working at home. Set a clear weekly plan for your team and let them break that down into daily activities. That level of clarity drives daily personal satisfaction as you celebrate the little wins that together create outstanding progress.
Plan Ahead.
Behind every strong field service technician is a great plan. Booking customer appointments in an achievable schedule that aligns with the technician’s capabilities, skillset, available time and tools ensures they have a fighting chance to complete a great day.
When assigning work to your remote teams, be sure that you understand each of the relevant criteria. Does your employee have the skills, tools, time for the specific tasks that you’re assigning? If not, you will both be disappointed.
Measure.
What isn’t measured isn’t managed. Strong field service teams have balanced scorecards that report key measures by technician on a regular basis. World-class organizations use those dashboards for coaching, reward and recognition and fostering open conversations with each Technician to learn about and remove the barriers that are impacting performance.
Working remotely does not offer the typical visual cues, hallway conversations and informal check-ins that keep you apprised of progress in an office setting. Therefore, you need to measure progress on a regular basis. Set clear, relevant measures (productivity, progress to milestones, etc.) and review progress with each team member frequently.
Start on Time.
Starting on time is critical to creating a strong field service team. When a technician’s first call is booked at 09:00, they are expected to arrive, ready to work, at or before that time. Your customer depends on it and it’s difficult to recover from a bad start.
You may not need to enforce a one-size-fits-all 09:00-17:00 schedule for your remote team. In fact, one of the biggest benefits of working from home is the flexibility to manage your own schedule. However, there can be no excuses for missing scheduled events throughout the day. If you show up late for an 08:30 Zoom, you sure can’t blame the traffic!
Encourage your team members to share a daily plan with you. If they plan to work from 07:00 - 15:00, that’s great, but you should know. Not because you don’t trust them, but you need to know when you can get in touch with them while respecting their personal time. Remember that the primary objective is to achieve your goals and the best performers will not respond well to being micromanaged.
Finish on Time.
Finishing strong on a daily basis is just as important as starting on time in the field service world. Some technicians are biased to work fast, potentially cutting corners in order to finish early. However, with field service technology and open communication, there's no need for surprises at the end of the day. When someone is falling behind, they ask for help. There is almost always someone out there who is working ahead who can be brought in for support.
The same approach can be useful for the remote team. Set out to accomplish your daily and weekly plans, but keep everyone aware of your progress as the week progresses. If you need help, speak up early to get some help and avoid surprises. If you are working ahead of plan, let your team know that you can do more. This type of transparent communication drives meaningful collaboration and a strong culture, despite remote working conditions.
Validate with Customers.
A field service technician has interactions with your customers in the field throughout the day. A great balanced scorecard includes feedback from the customer. There can be no greater measure of overall performance than a satisfied customer!
What customers do your remote employees serve? It could be partner organizations, customer organizations or end consumers. Having the means to hear from your team’s customers will greatly improve accountability and ensure that you are hitting it out of the park every time.
There’s no doubt that times are changing quickly all around us. It’s these times of extreme change and resource constraints where true innovation and growth happens.
Just don’t forget, someone may already have been here before!
We Can Help
Chapman Management Solutions have extensive experience in remote measurement and management for organizations large and small.
Give us a call at 289.885.3878 or visit chrischapman.ca to learn more.