[Bill Pollock’s response to the second of seven questions posed by Brian Albright, contributing editor, Field Technologies magazine. An edited version of Bill’s responses will appear as part of a Technology Update Article in the August, 2016 issue of the magazine. This excerpt, in particular, sets the stage for how millennials are likely to differ from the field technicians they will be replacing.]
BA: How are incoming techs (who are often much younger) different from the technicians they are replacing? How can field service organizations prepare for this new generation of millennials?
BP: It’s not so much how the services organizations will be able to deal with the new generation of millennials; but, rather how the new generation of millennials will be able to deal with the services organizations – many of which are likely to be firmly entrenched in somewhat old and archaic, not yet fully automated (if at all) service delivery processes; and outdated policies, procedures and guidelines for assisting them in doing their respective jobs.
Most millennials will already be proficient with today’s (and tomorrow’s) technology and will be poised to fully utilize Augmented Reality (AR), Virtual Reality (VR) and the Internet of Things (IoT) to assist them in doing their job. However, if the organization they work for does not utilize a commensurate level of technology as an integral part of their service delivery model, the millennial technicians may find themselves effectively disengaged. Even a simple matter of millennial technicians favoring an Apple platform for personal use, but finding themselves saddled with a company-deployed PC-based or Android device may serve as a potential disconnect. In other words, they may end up loving their technology more than they love their new jobs – and this, too, could lead to a potential disconnect.
As the technology of AR progresses and is more deeply integrated into the normal course of performing field service, those millennials who had previously believed they were merely “slacking off” when playing their favorite VR and/or AR-based games, may now, instead, revel in the idea that are going to be paid to use the same technologies in their new jobs – how good is that!
The older generation of field technicians may also be different than the newer generation that will be replacing them in a number of other areas as well. For example, the older generation may be more amenable to taking orders or directives from their supervisors, even when they believe they are wrong in their guidance or decisions. However, millennials will probably be less likely to follow orders without raising a fuss every once and a while.
The older technicians will also likely to be more politically correct than their millennial replacements. To what degree this will impact their relationships with customers will ultimately depend on the specific individuals that are hired as replacements, and will not likely constitute a major problem. What this does suggest, however, is that the screening process for hiring new field technicians will need to be particularly on point!
Longer-tenured technicians may also have more annually accrued vacation days, and may need to utilize more sick days than new hires; but the new hires will likely require more time off for maternity/paternity leave, etc. They will also not have the same mentality with respect to considering this job as the one they will hope to keep for their entire working days. However, this is nothing more than reflective of the changing characteristics of a changing society, and should easily be handled as a matter of course by HR – and not necessarily by you!
[Watch for more of Bill’s responses to the Field Technologies questions over the next few weeks. The publication date for the Technology Update Article is August, 2016. A direct link to the article will be provided at that time.]