2017.10.27 12:10 | Field Engineer
For all the field service engineers working around the world when it comes to their performance metric it really matters the most.
But in another point of view it’s all too easy for engineer performance KPIs to be oriented around a narrow group of parameters, often associated with engineer labor utilisation, and cost control. Yet while these are important, they aren’t the only areas that effective field service engineer performance KPI's should cover.
Lets have a look at some of the metrics for Field Service Engineers Performance -
Fixed rate for the Engineers -
Fixed rate is a key factor for customer satisfaction: when an equipment is broken, there are few things as annoying as when a field service engineer turns up to repair it, but can’t. Wrong tools, spare parts, wrong diagnosis, wrong engineering skill set—the causes are countless.
On-time Work -
A field service engineer who doesn’t manage to fix the fault is a field service engineer who doesn’t arrive on time. But a field service management system that tracks punctuality as an engineer performance KPI can help to pin down other, less valid causes of poor punctuality, including engineer-specific ones such as taking excessive meal and coffee breaks.
Payment Made To Engineer -
High level of utilisation isn’t necessarily the same as a high level of working hours. For one reason, that’s because obvious reduce in productivity—such as time spent driving to site, and delays—reduce the potential for working time. But so do less obvious drains on productivity, such as time spent on administration.
Working Extra Hours –
Working extra hours can be a good thing: field service engineers who are happy to put in a few extra hours to fulfil a promise made to a customer, for example, or who are ready to work on weekends in order to deal with a sudden breakdown. Although overtime can also be a bad thing, reducing profits by adding to labor costs without a compensating rise in profits.
Making Profitable Sales for Company -
Finally, it can be very much important to track individual field service engineers’ upselling rate: how often do your engineers actually upsell, and which engineers perform best at it? Without specifically tracking this data through field service engineer performance KPIs that specifically look at upselling, getting a exposure on engineers’ performance in this respect can be very much tough.