[Bill Pollock’s response to the third 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, addresses how services organizations can attract and retain “new” millennial technicians into their existing service technician workforce.]
BA: How can companies attract and retain these new millennial technicians?
BP: The best way to attract and retain these new technicians is the same way that has always been used by services organizations – give them what they want! Historically, technicians wanted job security, a steady paycheck, a sound pension, ample vacation time, some respect within the organization, and a fair degree of freedom as to how they can relate to their customers. They also wanted support from the organization in terms of tools, training, documentation, product schematics, repair guidelines, call histories and the ability to control their own destiny with respect to ordering parts, checking in on the status of a work order, and an open input/feedback channel with management.
The new generation of technicians want the same things – but with a few omissions, and a bit of reordering. For example, most millennials probably do not believe there is such a thing as job security anymore – maybe not even a steady paycheck or a financially sound pension. Since most of them will have already been fairly immersed in various new technologies, they will likely want to be able to use the same technologies that they have been familiar with to be a part of their new job. This is where BYOD (i.e., Bring Your Own Device) may be somewhat more important today than it was years ago. Through these devices, the newer generation of field technicians will be able to more easily access all of the traditional tools for training, documentation, product schematics, etc. and, as a result, these resources will most likely be made available to them on a more flexible and less formal basis than in the past.
The best prospects for retaining new hires will be for the organization to keep pace with respect to assuring that the technology used at work is at a commensurate level with the technology used at home (i.e., for personal use, shopping, gaming, etc.). In the past, many of the “older” technicians were technology-averse; however, at present (and in the future), technology will be an added incentive for keeping the millennial generation happy.
[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.]