Everyone understands that a knowledgeable technician is a productive technician. Likewise, a knowledgeable service organization is a productive service organization. If revenue growth and customer delight are the goals, it is critical that your service organization monitor the right metrics on an ongoing basis, so problem areas can be quickly identified and remedied.
One of those critical metrics is technician utilization – how much time your technicians spend idle, filling out paperwork, or in the van in transit – pretty much any time not spent solving customer issues. Ongoing poor performance in this metric is a huge red flag for your service business..