A technician is an expert in the practical application of science. However, managers and technicians often overlook this fact in the pursuit of increased production. Learn about some of the newer and innovative training tools that you can use to save time and reinvigorate employee learning.

1. All Things TECH: Utilizing
TECHnology to Train Your
TECHnicians
Dr. Hamilton Allen, Technical and Training Director
Senske Services
Kennewick, Washington

2. GLAD TO BE BACK!!!

3. Company Demographics
● Three Service Divisions
○ 270+ Technicians
○ 35 managers/supervisors
○ 40 CSRs

5. Why Do Companies Fail To
Invest in Training Initiatives?
They love mediocrity...
● Short-sightedness
● Fear
● Arrogance
● Cost
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Failure to train an employee is the
quickest way to lose an employee.

6. Why Companies Should Invest in
Training!
● Employee/Customer Safety
● Company Morale
● Reduce Attrition
● Bottom Line
Steps to Creating a Training
Program

7. ★ Organizational Evaluation
★ Define Learning Objectives
★ Creation and Implementation
Creating A Training Program

8. Congrats, you have a complete training
program!

9. When technicians aren’t applying products, they
are using devices.

10. What can new
technology do for
your organization?
Employee Productivity
● CEU Training
● Field Service Management Systems
Improve Finances
● Accounting software
● Cloud computing
Improve Communication
● Websites
● Customer Service
● Teleconferencing
Streamline Processes

11. How To Select and Implement
NEW TECHNOLOGY?

12. Identify Improvement Areas
● Observe the current routine/systems
○ Decision making processes
○ Time-dependent initiatives
○ Make connections
● Determine target audience
○ Customers
○ Employees
● Balance needs vs. wants

13. What wasn’t working and where did we need to improve?
★ Communication
★ Update data security and storage
★ Unidirectional training
Identify Improvement Areas

14. ORGANIZATION &
SELECTION ● Be as transparent as
possible during the
research process
○ Team buildin
● Communicate the need and
solution
● Set Expectations

15. ORGANIZATION &
SELECTION
● Rank priorities
○ Functionality, cost, user
compatibility
● Create a development
and implementation
plan

16. Technology will only succeed if
it truly makes the lives of its
users easier

17. TECHNOLOGY
IMPLEMENTATION
Selecting Key Employees Continuous Support

18. Selecting Key
Employees
● “Champions”
○ Eyes and ears
● 3 W’s
● Vocalize and demonstrate
support
● Make it personal
REMOVABLE
EXAMPLE IMAGE

19. Effective Implementation
● Focus on the purpose
● Find a suitable pace
○ Start small and build
● Utilize resources
● Simplicity
● User value should be implicit
● Routine

20. Providing Support and
Feedback
● Exercise patience and
understanding
● Be a coach
○ Things will not go as planned
○ Anticipate
opposition/Innovation
Assassins
● Re-enforce vision
○ Build value
○ Maintain momentum
● Continuous feedback

21. ★ Communication
★ Update data security and storage
★ Unidirectional training
Identified Improvement Areas

22. Training & Engagement
Training & Communication
Server Issues

23. CURRENT
TECHNOLOGIES
CELL PHONES AND GO PRO CAMERAS

24. REMOVABLE
EXAMPLE IMAGE
Cell Phones
● Ubiquitous
○ Route management
○ Organizational
communication
● Customer Communication
○ Voice/Photos
● Yammer

25. Go Pro Cameras
HD-quality, compact, video recording
devices
● Primarily used for outdoor
activities
● We have them in the office
Additional
Applications?
● Training?
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26. Improvement Areas
● Training
Communication
○ On-boarding
■ Pest/Lawn
○ Sensitive Accounts
■ Crawlspaces
■ Pruning
■ Christmas Decor
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28. CURRENT
TECHNOLOGIES
Office 365 and Yammer

29. OFFICE 365
Group of subscriptions that provide
productivity software and related
services.
● Death of the “P” Drive
● Cost Effective
● Mobile access to files
● Security/Support
● Additional Features

30. Yammer
Freemium enterprise social
networking service used for private
communication within
organizations.
● “Facebook for the Enterprise”
● Dramatically changed
communication
○ CSR/Routers/Technicians
○ Management/Technicians
● Training
○ Direct communication
○ Oversight
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34. Zarbeco Handheld Digital Microscope
On Site Training
Yammer
Monthly Technical Bulletins

35. OR USE THIS ALTERNATE
QUESTION SLIDE?
Learning Management Systems/ Digital Pest Library

36. All Things TECH: Utilizing TECHnology TO
Train Your TECHnicians
Hamilton Allen, Dir. of Training
Senske Services
hallen@senske.com
https://www.linkedin.com/in/hamilton-allen-b008b9a3/
@hamondeck