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The PERFECT service technician


This item has been on my target list and has moved several times due to its potentially controversial and generalized statements. The following opinions have been formed over decades of experience and particularly from a period in my life where my primary job was setting up subcontracting organizations to perform service on the behalf of a manufacturer.  Here are some of the characteristics that hit the top of my list for the perfect service person.



  • Confidence | the simple fact is many times we have no idea what the problem is; however, we are completely confident that a solution can be obtained. If you believe you can do something you are probably right, if you believe you can't do something you are definitely right.
  • Awareness | rarely do mechanical/electrical devices fail without some sign. A seasoned service person understands that associated components, smells, visual indicators, and operators testimony lead to positive results.
  • Empathy | we often think about technical skills when creating the perfect service person in our minds. As a young field technician, confident and arrogant, I am embarrassed to admit that I was heavily slanted towards technical skills. Understanding and relating to the clients' needs trump all other service person attributes.
  • Curious | everyone wants to do the right thing and a good service person takes the time to appreciate and put themselves in the shoes of the original solution provider/designer. While the ego can sometimes screw things up, a well-rounded and confident service person will rarely "reinvent the wheel".
  • Logical | when I was young my father taught me to play chess. Of course growing up in a house with a brilliant service mentor helped me see field conditions in multiple dimensions. Appreciating the current condition, respecting past designs, and anticipating future operation is a skill set lost on those always looking for shortcut.



So what makes up the perfect service person? Depending upon the type of fieldwork, industry, and complexity of equipment some or all of the characteristics may apply. Are there characteristics that you believe were not mentioned, we look forward to your perspectives.



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Next post:  corrective actions help the service business?
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