After reading and responding to batman's discussion concerning the use of GPS on service vehicles, and the discussion started by edward T, concerning Managers, seeing that both discussions had simular issues in common, One of the things that stood out and was common was "GOOD TECHS".
Let's "have-a-go at this one, To the folks in FORUM LAND,
WHAT DO YOU THINK MAKES A GOOD ROAD SERVICE TECH?
I am interested in opinions from the Guys who are presently in "Road Service" and also those who were and have moved up into some form of management or have become Trainers.
Showing items 21 - 38 of 38 results.
Response to simon k : Just curious, Is a "Fitter" in the U.K.
simular to what we in the states refer to as a "Parts changer"?
I honestly think a positive attitude is all that makes a great field engineer!..many techs are afraid of 'foreign' equipment and I think that is when the fitters are split from the engineers!.
not really, that was posted either before coffee or after beer, depending on how you count those things.
I more just added my 2 cent (USD) for the sake of getting more discussion and input.
Reply to edwart t: Could you be more specific with your statement from your last post.
I dont think techs should be in charge of of have to check up on or any form of.Thats what a supervisior is for.Yes the customer is the end consumer but you and I both know mister customer can screw himself due to lack of knoledge.It is the techs job to keep him informed.John Q Customer mostly sees the end bill.You dont let him know its time to tune lift up,the plugs gall the head and now hes in for a repair that could have been avoided.Cost of tune up in no way could equal the cost of engine repair.A lot of repairs I see could have been avoided if simple maintanace had been done.So even though one tech can save cost per month Ill bet my bottom dollar overall cost will be unreal.Some customers dont want to see you come in because you find a thousand things every time you show up behind regular tech.Its in my view that a supervisior should keep an eye on all his men and let them know what they miss.A tech has no power to correct a sorry tech. Some want to hear what others have to say some just want their 8 and home.I want to provide the best service to all my customers so they wont even look your way when you come calling.
I have noticed a few threads around here where the techs seem to be advocating for techs to be in charge of techs. (who wants to be told they are not doing their job right by someone that can not do the job at all)
This seems to me that we are advocating for a "technocracy" as opposed to the "aristocracy" that business generally is.
The question then is "does the artist decide what is "art", or does the patron (who pays for the art) decide what is "art"?
Reply to roadtek: It went the same way for me, I rode for a week with a Tech who had been at it for 30 years, Monday morning came, I loaded up my Iron, and it has been on since.
I would rather "Pick crap with the chickens" then go back in the shop full time. It's amazing how you come up with little tricks and "home made gadgets" to be able to work by your self.
I learned a lot of usefull things from the "Old Heads",who had been at it awhile , that I have used for years and try to pass it on to the new guys coming into this work. (which is another topic, not many are coming into it)
I have always been a "People" person, I like the fact you can see different places and see different people through the week, it keeps it from getting boaring. Having good people skills is a must in this business, a "BS" degree helps a bunch, it makes folks feel more comfortable around you.
reply to roadrat:
As soon as I hit the road I knew I found my niche. It did take some getting use to not having the luxury of a shop and all it's equipment. But you learn to adapt very quickly. I did have some older road techs that helped me along the way. We do the same in our company. Our communication is pretty high tech, so a tech is only a cell call away. We have camera phones so if your stuck and have never seen this " thing", take a picture and send it to any techs email address. We have tablet PC's and color printers in every van with cell cards so we're always live. Thats a far cry from the old Motorola 2 way radios we used in the late 70's.
And as far as ever thinking about going back into the shop - never.
I was in shop for 3 months before I hit the road.Was a line lead in a factory before that for 3 years.Part maint part setup part get your butt chewed.I was told acceptable amount of time for pm service.Bill what it took on repairs if you get upsidedown on a lift call in and see what boss wants you to do.I always say let your work speak for you.If you do good work then it shows if you half do then it shows.First year on the road I was afraid of anything with a plug.Ie electric lifts.I was told so much hog wash it wasnt funny,These men have moved on I for one am glad.They wanted to be the only tech to be able to fix them.Our card sales droped after they left.Every thing had to be a card.A lot of what they did was parts swaping swap till it works.I want to know why.I also dont mind sharing information,I have enough to do in a days time without running all over. Road time isnt that much fun for me.I do love a truck that gives me fits it makes you learn.The only problem I have is how much do you learn when your told how v/s figure it out yourself.Hard knocks has taught me more than easy going,in life and in repair.And I still get a kick out of fixing a truck.When thats gone I probably will be to.
Question for proshadetree:
You mentioned that you get many calls during the day, can I assume these are from other TECHS?
If so, you are what they call "The go to guy"
It is obvious you have:
#1 "A good deal of experience coupled with some technical knowledge"
#2 "you are willing to share it with others"
These are great attributes in a road tech, though it can be annoying at times because others will call you first instead of "thinking for themselves", they will wear you out if you let them.
I have dealt with the "Primadonna" TECH, you know the type who withholds any information, kind of like what they know is a secret and they can't tell it. This type is "Insecure" and they feel that if they share any "TIPS" with others then they will not be "Smarter" than others, and on the other side of the spectrum, will give you some "Off the wall" information that sends you on a "wild goose" chase that makes you look bad and then comes to your rescue only to make them look good to management.
Question for roadtek or others who will respond: "You mentioned that you started in the shop then after 2 years you went out on the road.
Would you share what you experienced in the transition, what obsticles did you incounter, if any, and how you overcame them.
Was it a "Culture" shock or was it a smooth transition?
How well did you adjust to the fact that all you had to work with was what you had on your service van and had to do things by your self?
Did any of the other "Roadies" who had been at it awile, offer you any help with time management, or maybe some "do's and dont's,
any "nuggets" of info that would help? Or did they "throw you to the wolves and let you fend for yourself?
After going out on the "road", Was there ever a time you wanted to go back into the shop?
Just curious , Thanx in advance for any response, from you or others.
Response to edward T:
The statement you made concerning the TONKA toys and taking things apart just to see what makes them "Tick", is so true, you can't be afraid to dive into something that maybe you have only a small amount of experience at, you need to have confidence in your self and not be afraid to take on a challenge.
Most are afraid to tackle things that they have not done, for fear of making a mistake, but that is how you learn, sometimes trial and error are the best teachers, if you are a quick learner and remember not make the same twice, you will be all right.
Anyone who says that they have not made mistakes is, well.....you know what I mean.
I think it might be easier to list 10 things a good road tech should -never- do, sort of a 10 commandments for road service techs.
I am SOOO tempted to say a good tech should be just like me,,,, but I won't say that... (big dumb rednecky grin)
I have to agree, it is far more important to know what you don't know (than it is to know it all) and not be afraid to ask, but that is not what any customer wants to hear about.
A good first impression (same like a salesperson) and a good attitude are always important, and understanding that we are selling all the time, count high on my list too...
I guess a smile for everyone, and thick skin to not be offended, and a lack of the sense of smell help when you have to work over by the dumpster are all good attributes in a service tech...
I find that the kind of people who, when they were kids, never had -enough- Tonka toys make good techs, as do those who, when they were young, tore stuff apart to see how it worked also make good techs.
Naturally a good set of tools, and the willingness to add to their tools as budget allows are also as important, as is pretty fair "mechanical aptitude" (they MUST know "righty tighty, lefty loosy").
I will agree If you listen to customer he will let you know whats going on 90% of time.And most of what you see is what you have seen 500 times before.Its the new gotya that I like, it makes you think.I do get 10 to 15 calls a day" I pulled a drain plug and oils coming out what do i do?"I dont mind helping but some dont even want to think they want spoon feed.
I will have to agree with the others. Above all I feel the best road techs have great communication skills. I personally have taken a Dale Carnegie course on communications. However I was a road tech for 7 years prior to that. If you know what questions to ask and be persistant until you get to the bottom of the problem and can sort through the B.S. then you have a leg up.
Second. You don't need to be a "know it all". Just a healthy understanding of how it works and a natural curiousity along with a side helping of resourcefulness (a get r done) attitude, Makes a great tech.
I have been a road tech for 9 years and just recently moved into a training role. I tell our guys, "this isn't a difficult job as long as you stop to think once in a while. The guys that try to rush through the job without thinking about what the real issues are are the ones having the most problems.
My background:
I started as a shop tech in 1978, in 1980 I became a road tech. 2 years ago I became a team leader and trainer, and now manage a satellite office.
My definition of a good tech is; someone who is reliable, trustworthy, able to adapt to different work environments, able to adapt to different people, able to diagnose and repair in a reasonable time or know when to ask for help, not afraid of something new, someone who wants to learn and shares what they know, a sense of humor but knows when to be serious.
I think the last qualification that you need to be a road service tech is the "great mechanic" part. I have seen superb techs not make it on the road and I have seen mediocre tech's excel on the road. This is what you need to make a good road tech:
1. Logical thinker. Don't think the worst when you walk up to a broken piece of equipment.
2. Good to Great communicator. I think this is probably one of the most important qualities of a good road tech. If you can't communicate with your customer you probably won't make it on the road.
3. Personable. You can't have the personality of a star fish. You need to be able to meet and greet new faces and be able to get along with just about everyone and likewise people need to be able to get along with you.
4. Independent. This is not as important, but if you want to be a "great" road tech I think this is very important.
5. Confident. Again, this isn't extremely important but is a quality of "great" road tech's. Don't take this too far and be cocky. That isn't good.
6. Employer minded. By this I mean that you need to be thinking of your employer. Don't overbill the rental department just because you can get away with it. Don't overbill your customer because you want to bag out early on a Friday and you know your contact at the customer location will never see the bill.
I'm sure I will think of more later and I will post them as I come up with them.
Must relate to customer.Be able to obtain the information required to repair customers lift.You dont got to know it all just be able to find what they need at time.IE if you cant fix it or company dont work on it who will.Rework held to a min.Self control at customers location,No flying off and telling him how big a **** he has,Dont call your stuff junk even if it is after all they own it.Be acountable for your time and actions while on or off company time,No charged for front page crime here.Be able to give a level of service that you would accept if you were the one paying for it.
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