This presentation was presented by Rami Barqouni on how to manage and develop your field service techs into talents benefitting your business and organizational strategy

1. Transforming your Field
Techs into Top Talent
Presented by:
Rami Barqouni
Service and repair manager

2. Why the emphasis on talents?
• Higher performing companies are better at managing and retaining talents.
• The valuation and success of a company is now days measured by its talents.
• When talents are onboard, business environment is more dynamic and
creative.
• Productivity of the company and achieving its goals is higher when having
talents.

3. How to manage and retain talents?
• Hiring and retaining top talent is a challenge for each industry. Talent management
in field service requires engaging the field technician so that they are aligned with
the business priorities drive results beyond customer satisfaction.
Best practices of talent management aiming to achieve that, including:
• Employee engagement in field service
• Drive service through engagement and alignment
• Train technicians throughout their career

4. Employee engagement in field service
Engaged employees are defined as those who are “mentally and
emotionally invested in their work and in contributing to their employer’s
success.”

5. -32.7%
20%
87%
34%

6. Employee Engagement
• - the UK government, found companies with low employee engagement earn
an operating income 32.7% lower than counterparts with more engaged
employees
• - The Corporate Leadership Council has completed a study of the engagement
level of 50,000 employees around the world. And found that…Those employees
who are most committed (engaged) perform 20% better and are 87% less likely
to leave the organization.
• - According to Robert Half International, as many as 34% of employees who
leave a company cite a lack of appreciation or very little appreciation for
their contribution as their reason for leaving.

8. We aren’t motivated by
the threat of failure;
we’re motivated by the
promise of
achievement.
-90% 70%

9. The most powerful motivation is
personalized, instant recognition
from a manager for a job well done.
The easiest, most satisfying & effective
way to offer ongoing recognition to
employees is through one-on-one
feedback.

10. Five elements for employee engagement to happen
The Elements of Opportunity Engagement happens when employees feel they are part of
something important and have something to believe in.
The Elements of Personal Accountability
when employees are expected to give their best and know
what they are being held accountable for. When this is the
case, personal accountability increases.
The Elements of Connectedness when employees feel connected with each other, focus on
mutual interest, and operate with shared responsibility.
The Elements of Inclusion
when employees are well informed, involved, and able to
openly express their thoughts and feelings. Simply stated,
people want to feel "in" on things.
The Elements of Validation when employees feel they matter—that they have a valued
place in the organization.

11. Alignment of Field Service techs with
Company Strategy
By definition, “alignment” is the continuous process of mobilizing
enterprise resources to achieve company objectives. Therefore,
“employee alignment” is the specific process of tying employee goals to
the overall organizational strategy.

13. Business benefits of employee alignment
• Driving higher employee engagement.
• Helps organizations quickly move from strategy planning to strategy
execution;
• Enables management to more effectively deploy resources across projects;
• Exposes duplicate and/or redundant business initiatives; and
• Provides the foundation to link reward systems with individual and team
performance.

15. How we do it?
• Step 1: Meet with Business Leaders
• Step 2: Build Cascading Organizational Objectives
• Step 3: Capture & Cascade Goals in Performance Management System
• Step 4: Evangelize the Organization’s Strategy and Objectives
• Step 5: Build Aligned Employee Goal Plans
• Step 6: Communicate Progress
• Step 7: Coach, Develop and Re-Align
• Step 8: Close the Loop (Pay for Performance)

16. Driving service through engagement and alignment

17. Training technicians throughout the career
• Implement a structured training program.
• Informality is OK, too.
• Knowledge transfer and sharing.
• Time is right.