FIELD TECHNICIAN INCENTIVE PROGRAM

Transcription

1 FIELD TECHNICIAN INCENTIVE PROGRAM Objective To provide a method of rewarding field service technicians for leads resulting in new Maintenance Contracts. Procedure To be filled out by the service technician for qualified leads and turned in to the Service Department Manager. The Service Manager will review all leads, assign them to a sales representative and will provide follow up on lead successes at all quarterly technician meetings. Reward The reward for new signed Planned Maintenance Agreements will be X% of the agreement total with a dollar cap of $XXX.00 per new agreement. To qualify for payment, the contract must remain in force for a period of 1 year.

2 FIELD TECHNICIAN INCENTIVE PROGRAM All information required. Field Technician Name: Business Name: Contact Name: Contact Phone: Customer Address: Type of Equipment: Relationship with Contact: Friend Relative Past Customer Other Type of Building/Facility: Notes: Service Manager Acknowledgement Date (Signature)

3 FINANCE 101 SPREADSHEET FOR TECHNICIANS REVENUE BILLINGS: Dispatch, Do Work, Complete Paperwork, Bill, Collect--- Service Calls $500 TOTAL BILL TOTAL REVENUE $500 Install Condensor Fan motor, capacitor, start test and check for proper operations. 100 CONTRACT COST OF SALES $380 4 hour job with $80 cfm and cap (cost) Includes Burden $75 per hour cost-- includes labor (entire technician package), vehicles, insurance, gasoline, tools, uniforms, office overhea TOTAL COST OF SALES $380 75x4=300 (Labor) + 80 (parts) = 380 GROSS PROFIT $120 TOTAL GROSS PROFIT % $120 Does anyone look at the gross on their paycheck? SELLING EXPENSES Sales, Support, Office Space, Phones, Computers, $50 10% Average TOTAL SELLING EXPENSE $50 GENERAL & ADMIN. EXPENSE Insurance, Attorney, etc. $15 3% Average IRVINE BURDEN $0 TOTAL G&A EXPENSE $15 TOTAL SG&A EXPENSE $65 NET INCOME FROM OPERATION $55 NOI % 11.0% OTHER CORPORATE EXPENSE Corporate Safety, Bonding, Management, Legal $15 3% Average TOTAL OTHER INC. & EXP. $15 NET INCOME $ (LOSS) $40 NET PROFIT $ NI % 8.0% NET PROFIT % Total Bill-Cost-Sales-G&A-Corporate=NET =$40

4 ROLE PLAYS/FREQUENTLY ASKED QUESTIONS FOR TECHNICIANS 1. You are the third mechanic they sent for the same problem. Are you going to fix it this time? This is under warranty isn t it? I ll check my CN3 device to find out your repair history. I ll check the unit. I ll inform you of the repairs. 2. Please explain why this part you installed last month is so expensive. Mechanics are not involved in pricing, but I ll call your Account Manager and he or she will check the price to make sure there are no mistakes and get back to you. 3. Where is the quote I asked for over two weeks ago? Let me contact your Account Manager to find out where it is and why you have not received it yet. I m sorry for any inconvenience. 4. I called over four hours ago; where have you been? I apologize for the delay. I ll check on your equipment right away. I ll call dispatch and find out what the mix up was on the call. 5. Why do I have to pay for a truck charge? This makes my first hour over $150. All our customers are charged a one-time truck charge. This is used to service and maintain our vehicles in order to expedite the time we can get here. 6. How much is this one going to set me back? Let me go up and take a look. Once I have diagnosed the problem. I ll be able to give you an estimate. If it is something major, I can give you some options.

5 7. Why didn t you catch this problem on the maintenance? Isn t that why I pay you to do a preventive maintenance on my equipment? Maintenance usually takes care of the lager problems, but some problems may still occur. Let me look at the system, and if I find that it s a maintenance-related problem, I ll let you know. And if not, we can discuss what to do to solve the problem. 8. Can you look at this too? This always happens after you have filled out your work order, posted your time and had the customer sign it. Yes, would you like to make another tag or should I incorporate this work in the current order? I can also generate another tag and you can sign both of them upon completion. 9. Why are you so expensive? We are fully equipped to serve your needs. Our mechanics are the best trained in the industry, and we have the best warranty in the business. 10. Why should I have to do the job when Brand X can do it cheaper? We have qualified mechanics along with the best warranty in the business and our calls are done in a professional and timely manner. 11. Your company was here three times this week and my air still doesn t work. Let me take a look at it. If it is a problem we have dealt with before, it s covered under warranty. 12. Why do I have to pay for your time to get the part? There are too many parts to be able to carry them all on each truck. Our goal is to minimize your down time by making the repair as quickly as possible. 13. Why do I have to pay for your time to fill out the invoice on your CN3 device? The work order is a history of labor done and materials used. It is a good record for us and you. It s also used for the billing process.

6 14. Am I paying for travel time? We try to keep our mechanics in a regional area and keep the travel time charge to a minimum. 15. Didn t you just fix that? Let me see what previous work has been done and I ll inform you of my findings. We can discuss how to make the necessary repairs, and if it is a previous work issue, it would be covered. 16. Do I pay less for an apprentice? You received a special service rate which included all technicians needed to serve your equipment. If you need more help, I can call your Account Manager who can take care of your needs. 17. Why can t I get the same technician each visit? The lead technician might be busy at another account, and to minimize your down time, another qualified technician is sent. We will have the history and knowledge of your account. 18. My equipment is getting older. What should I do to prepare for the future? Our Project Department can explain to you all about your HVAC lighting and energy management needs. Our representative can contact you. 19. How long should I expect this equipment to last? The industry standard is 15 years and the system is 18 years old. 20. Why do I keep putting so much money into this unit and still I keep having problems? I ll look and survey your equipment. Then I ll review your account with the Account Manager. We will come up with some recommendations and be in contact. Here s my card. Please contact me if I can help in any way. 21. Can t you do something temporarily without spending a lot of money? You will run the risk of damaging the equipment.

7 22. Why don t we just use the maintenance time I ve already committed to? It s not recommended. The maintenance program protects your equipment and it is regularly scheduled. If interrupted, it could be detrimental to the equipment. 23. What kind of guarantee do I get that this doesn t happen again? For <number> years <company name> has stood behind its work and warranty. 24. This bill isn t right. Who should I speak with to have it corrected? I ll make a copy and give it to the Account/Operations Manager. He or she will review it and get back to you immediately.