Service manager- Central PA. The value of a Tech is his ability to save the customer's money during the PM and be aware of the customer's situation, through good communications during break-down calls so he (she) can provide valuable options and suggestions. With that being said, a great tech should be open minded to see the "big picture" of the customer's needs. He should be humble- not arogant. If a repair can wait until next PM service, save him some travel time and replace that seat cushion next PM. A great tech uses common sence ALL the time. A great tech is often asked for by the customer by name when his truck goes down, because of his quick problem solving ability and the trust based relationship he has built up with his customer. I sometimes say regarless of experience, as long as the tech has a positive can-do attitude, good common sence, confidence and as someone stated before me "knows when to ask for help" being a great tech comes naturally.