[Bill Pollock’s response to the fifth 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 technology can help make the transition easier when replacing retiring service technicians with “new” millennials.]
BA (edited): How can technology help ease the transition from an historical service technician workforce to one where retiring technicians are being replaced by millennials?
BP: Technology will be the key to an easier transference of knowledge between the retiring technicians and their replacements – but the process should be started well in advance of the technicians’ retirement dates. For example, it will most likely serve the organization well to move to an environment where their field technicians are gradually (or, in some cases, more quickly) brought up-to-speed with respect to the new technologies and mobile tools that are generally available to them.
Providing them with the mobile tools (e.g., iPads, Tablets, etc.) that will make it easier for them to record their activities, check on the status of work orders, post notes and reminders, etc. will serve to migrate them from an analog to a more digital world. This, in turn, will allow for an easier transfer of data and information from one technician to another – not necessarily an easier transfer of knowledge, but at least enabling the transfer of the data and information that will ultimately become knowledge once in the hands of the newer technicians.
Another way that some organizations have been able to transition through the “changing of the guard” with respect to field technicians has been by retaining some of their top technicians beyond their retirement from the field, and appointing them as trainers, mentors and/or advisors to the incoming crew of millennials. In the absence of more formal training programs (e.g., off-site classes, distance learning, self-study programs, and the like), these more personal, one-on-one, resources have been used by many organizations to fill a void that may otherwise surface during a period of transition.
Having a veteran (or two, or three, or more) accessible to mentor new hires is not new to the world of business – or sports! For example, it is quite likely that a professional sports team will have one or more veterans on their roster who can still play the game, while also serving as role models and mentors in the team clubhouse in support of the incoming batch of “rookies”. In fact, using this model will likely lead to an ongoing process where today’s rookies will become tomorrow’s mentors as they move through their careers, and accumulating their own experiential knowledge over time.
[Watch for more of Bill’s responses to the Field Technologies questions over the next couple of weeks. The publication date for the Technology Update Article is August, 2016. A direct link to the article will be provided at that time.]