Training Presentation FST (Master) PDF

Field Service Training Program Introduction to Field Services 02 Field Services Locations Los Angeles, CA Dallas, TX Kansas City, MO Newport News, VA Columbus, OH Charlotte, NC Johnston, SC Jacksonville, FL Chicago, IL Selinsgrove, PA Detroi...

Field Service Training Program Introduction to Field Services 02 Field Services Locations Los Angeles, CA Dallas, TX Kansas City, MO Newport News, VA Columbus, OH Charlotte, NC Johnston, SC Jacksonville, FL Chicago, IL Selinsgrove, PA Detroit, MI Brick, NJ Toronto, ON-CAN Monterrey-NL-MEX 03  Meet the Team Martin Boyas David Fajardo Augy Campos Director-Field Manager-Field Senior Field Homebase-Chicago, Services Services Homebase- Services Homebase-Chicago, IL Jacksonville, FL IL Will Willis Michael Knudsen Juan Rosario Senior Field Field Services Field Services Services Homebase-KC, MO Supervisor Homebase-Chicago, Homebase-Chicago, IL IL 04  Meet the Team Charles Bailey Trey Moody Corey Minton Field Services Field Services Field Services Homebase-Brick, NJ Homebase-Johnston, Homebase- SC Jacksonville, FL Patrick Regan Dylan Morgan Andrew Bentley Field Services Field Services Field Services Homebase-Detroit, MI Homebase-Chicago, Homebase-KC, MO IL 05  Meet the Team James Hill Sahil Kalia Israel Gomez Field Services Field Services Field Services Homebase-Dallas, Homebase-Toronto, Homebase-Monterrey, TX ON-CAN NL-MEX Michael Russell Michael Baralt Jose Moreno Field Services Field Services Field Services Homebase-Chicago, IL Homebase- Homebase-Los Selinsgrove, PA Angeles, CA 06  Meet the Team John Ross Tre Ross Alec Pabon Field Services Field Services Field Services Homebase-Dallas, Homebase-Toronto, Homebase-Newport TX ON-CAN News, VA Maurice Williams Ronald Givens Oscar Castillo Field Services Field Services Field Services Homebase-Charlotte, Homebase-Charlotte, Homebase-Los NC NC Angeles, CA 07  Meet the Team Sam Albert Roberto Salgado Field Services Field Services Homebase-Columbus, Homebase-Chicago, IL OH Kendall Monroe Field Services Homebase-Chicago, IL 08 What are Core Values? 09  Core Values A business's core values are the fundamental beliefs and principles that guide the company's actions, decision-making, and overall culture, essentially representing what the company stands for and how it operates, shaping employee behavior and customer interactions; they act as a set of guiding ethics that should be consistently upheld across the organization. 10  Core Values  Customer First (Customers, Employees, Shareholders)  Teamwork through Trust and Integrity  Play to Win/Work Hard: Play Hard  Continuously innovate  Transparency in All We Do  Communicate Clearly, Consistently, and Concisely and Respect All 11 Motivation & Dedication 12  Why is Motivation and Dedication Important  Every day is a new day to move forward  What motivates you?  How can we work better together?  Be better today than you were yesterday.  Teamwork through adversity  We need you’re A-Game every day  We are all depending on you because your job matters 13  Accountability  We work for one another  Work for better habits  Success breeds success 14 Training Agenda 15  Training Curriculum 01 Module 1: Introduction to Field Services 02 Module 2: Standard Procedures 03 Module 3: Diagnostics, Installation Procedures, and Best Practices 04 Module 4: Customer Interaction and Service Excellence 05 Module 5: Safety and Regulatory Compliance 16  Training Curriculum Continued 06 Module 6: Use of Technology in the Field 07 Module 7: Q&A 17 Introduction to Field Services Module 1  What is the role of a Field Service Technician? R esolve: Quickly diagnosing and resolving equipment issues to minimize downtime. E valuate: Assessing system performance to identify potential problems before they arise. P erform: Executing routine maintenance, repairs, and installations as per customer needs. A ssist: Offering technical guidance and support to customers on proper equipment use and troubleshooting. I nspect: Conducting thorough inspections of equipment to ensure optimal performance and safety. R eport: Documenting service activities, repairs and customer feedback for transparency and future reference. 19  Why is it important?  Brand Ambassadors - Face of the company  Minimize Disruption  Provide knowledge to our customers  Ensure equipment functionality  Cost savings for our customers due to routine maintenance  Bridges gaps in communication  Overall key service provider 20  What we do well  Flexible and efficient installations  Responsive and available  Communication before and after a visit  Process driven (Fastfield, Post-site emails, etc.)  Team collaboration (I.E. Teams group chat, helping your peers.)  Innovative approaches (Thinking outside the box)  Adaptability  Attrition around challenging situations  Diverse skillset 21  Common Challenges  Maintaining Customer Focus– Talk to a customer when you arrive and before you leave. Capture new issues.  Quality Assurance – Failing to double check completed work to ensure no errors are present. Minimize reworks.  Coordinating and planning for obstacles – Ensure you are ready to support/resolve on first visit. Minimize having to revisit.  Communication and Follow-up - Go the extra mile to ensure the customer is satisfied, follow-up after the fact to ensure the equipment is still working. 22 Standard Procedures Module 2  Key Standard Procedures Pre-Service Prep Customer Job Site Safety & Diagnose & Hazard Communication Assessment Repair Email the 24 hours prior Ensure that all proper Review the problem at Review the service to your visit to notify PPE is being worn hand and properly resolve request details, them of your visit. If an the cause and not just the including the immediate dispatch is including Hard Hat, symptom. customer's issue and needed a phone call is Safety Glasses, Safety ticket associated appropriate. Vest, and Safety Toe Repair and replace faulty boots as well as fall hardware adhering to Verify tools and Upon arrival, introduce quality standards that yourself, explain your protection where equipment needed for needed. protects our customers the job (e.g., role, and ask the from a continuance of diagnostic tools, spare customer to describe issues related or the issue in their own Evaluate the parts). otherwise. words. environment for Set up safety gear, potential safety Document & Report all Clearly explain what including gloves, hazards such as resolved issues along with steps you’ll take to newly discovered problems protective eyewear, resolve the issue and electrical risks, crane and other necessary that may have been provide an estimated movement, or resolved or that may personal protective timeline for completion. environmental factors. require a revisit. equipment (PPE). Confirm that all personnel in the area are informed of the work you are completing and any potential risk to you and them while the work is being 24  Key Standard Procedures Testing & Quality Post-Service Customer Post-Service Cleanup & Site Satisfaction and Reporting & Job Assurance Restoration Feedback Completion Explain the repairs Send a follow-up email Thoroughly test the Gather all tools & that were made and to the customer (ideally same day) of all work equipment repaired materials and dispose how they were completed along with and confirm its full of any waste resolved. any applicable reports functionality. being attached to Restore the Provide feedback highlight the work Ensure your crimps, equipment and pertaining to the accomplished. terminations, and surrounding area to repair or lessons Please ensure that the cabling is clean, neat, its original state, learned that could associated ticket is and secure. ensuring that no tools help mitigate future updated or closed upon or parts are left issues (abuse to completion of the repair, Leave the work area behind. hardware, leaving including detailed notes cleaner than you on the work performed. windows open in Additionally, specify found it. Communicate to those hostlers, etc.) whether any follow-up applicable that the visits or actions are equipment is available Follow-up 24 hours required. to be used again. after departure to ensure that all is working as intended. 25  Interactive Scenario 1 Scenario: Critical VMU Repair on a Crane – Dispatch and Technician Protocols. Scenario background: A crane at a railyard has encountered a malfunction with its Vehicle Mounted Unit (VMU), which requires urgent attention due to this being the only crane onsite for operations. The site has already contacted our support desk, and a ticket has been created for the issue. Your manager has notified you that immediate dispatch is required to resolve the problem. Please outline the steps you would follow from start to finish, adhering to the standard procedures, to address and resolve this issue effectively. 26 Diagnostics, Installations & Best Practices Module 3  Frequently Reported Problems  Power Failures or Loss of Power (Dead Batteries, Faulty VPDU, Water Damage, etc.)  Network Connectivity or Communication Failures (Loose/damaged antennas, Damaged Ethernet cables.)  Mechanical issues with the actual equipment (Issues occurring with the equipment after an install.)  Electrical Shorts or Wiring issues (Bad grounds, loose crimps, damaged power cabling.)  Software or Firmware Failures (Devices not taking updates correctly, TOS outages.)  Peripheral Device Failures (Bad keyboards, Bad docks.)  Display or Screen Malfunctions (Ghost tapping, Physical damage to the screen, Sun damage.)  Dark Images (Faulty light bar, low exposure/gain settings on cameras, lens aperature incorrect)  High exception count (Misaligned or non-functional camera, laser/radar misaligned, software issue) 28 Using a Multimeter 29 How to properly crimp 30  Interactive Scenario 2 Scenario: As part of this exercise, each technician is tasked with crimping a power cable and testings its resistance to ensure proper functionality. Scenario Steps:  Prepare the Cable  Select and attach the crimp connectors  Crimp the connectors  Use a multimeter and test the resistance across the cable.  Set the multimeter to the lowest resistance setting (Ohms) and place the probes at each end of the crimped connection.  The resistance should be minimal, typically near zero Ohms, indicating a solid, low- resistance connection.  If the resistance reading is higher than expected, a recrimp may be necessary to ensure a proper secure crimp on the cable.  Troubleshoot if necessary  If the resistance is higher than expected, properly inspect your terminations to 31 Importance of proper crimping 32 Importance of proper crimping 33 Making an Ethernet cable 34  Interactive Scenario 3 Scenario: As part of this exercise, each technician is tasked with creating a customer ethernet patch cable. The goal is to familiarize technicians with the process of assembling and testing network cables to ensure they are fully functional. Scenario Steps:  Prepare the Cable  Organize the wires in the proper orientation T568B being the most common orientation.  OW, O, WG, B, WB, G, WB, B  Insert the wires into the RJ45 connector  Crimp the connector  Test the cable 35  AGS Mike add your content here 36 LET'S TAKE A BREAK Customer Service & Service Excellence Module 4  Communication Flow Acknowledgement Arrival and When an issue is 0 Introduction 0 reported an immediate response 2 Introduce yourself and 4 make it known you are Active Listening acknowledging is Pre-site and onsite. Capture and Problem required. Confirmation additional issues if any. Diagnosis 0 Let the customer know 0 Ask questions and when you are coming to 1 resolve the issue. 3 paraphrase the issues back to ensure you are resolving the correct problems. Ongoing Communication Explain the 0 During Service 0 Solution 8 Keep the customer 6 Once the issue is Post Service updated as you are diagnosed explain Communication and working through their Communicate what you are going Follow-up issues. Including delays, Roadblocks to do to fix it. Once the work is 0 or other issues found If there are obstacles 0 during. preventing, you from completed and the issue is resolved, a 7 resolving the 5 summary should be problem explain in provided to the laymen terms what those roadblocks are customer breaking down what was and how you are going to work 39 completed. Follow-up  Poorly Written Email Hi [Customer Name], Just a quick note. We worked on the system. It’s mostly done, but there were a few problems. There were delays because of a part we were waiting for, but we’ll be back to finish things soon. I’ll keep you posted. Let me know if anything else is wrong. Thanks, [Your Name] 40  What it Communicates  Lack of detail: No specifics on what was done, what challenges occurred, or how they’ll be addressed.  Tone: Too informal and vague, potentially causing confusion or concern.  No clear next steps: There’s no concrete plan or timeline for moving forward, leaving the customer in the dark. 41  Well-Written Email Dear [Customer Name], I hope this email finds you well. I wanted to take a moment to provide you with an update on the work we’ve completed and discuss the next steps moving forward. Successes: We successfully completed the [specific task, e.g., VMU swap], and the system is now running at optimal performance. The [equipment/issue] has been thoroughly inspected, and we’ve resolved the [specific problem]. Customer feedback on [feature/function] has been positive, and we’ve ensured that all necessary adjustments have been made. Challenges: We encountered a delay due to [issue, e.g., a part shipment], which caused a slight setback in the timeline. During testing, we noticed that [another issue] requires further attention to ensure long-term reliability. We are addressing it as a priority. Next Steps: We are scheduling a follow-up visit on [date] to complete the final adjustments and address the remaining issue. I’ll keep you informed with regular updates and will provide a detailed summary after the next visit to ensure everything is functioning as expected. If there are any other concerns or changes, please don’t hesitate to let me know, and we’ll adjust the plan accordingly. Thank you for your continued patience and understanding. We’re committed to delivering the best service possible and ensuring your complete satisfaction. 42  What it Communicates  Clear Structure: Successes, challenges, and next steps are outlined, making it easy for the customer to follow.  Details: Specific tasks, issues, and plans are mentioned, giving the customer transparency and a sense of understanding.  Tone: Professional, police, and customer focused.  Commitment: A clear commitment to resolving the remaining issues and keeping the customer informed. 43 Presentation & Why it is important 44  Presentation & Why it is important  Shows Pride in the Role  Signals Attention to Detail  Promotes Safety and Confidence  Shows Responsibility and Accountability  Establishes Authority and Trust  Indicates Preparedness 45  Quality of Work & What it Provides  Reliability & Trust  Reduced Anxiety  Better Communication and Transparency from our Customers  Increased Return on Investment  Higher Satisfaction  Credibility and Professionalism 46 Safety & Regulatory Compliance Module 5 47 Technology in the Field Final Module  FastField  Audits (VMUs, Portals, Gates, AYC, etc.)  Installation tracking  Quick Tickets for Break fix  Customer Sign-Off  Monthly Vehicle Inspections 50 Fastfield Reports 51  Value Fastfield Adds  Immediate reporting  Repository of information from past efforts  Great photo references for new technicians  Modular and scalable for new duties 52 Value Fastfield Adds 53  ClockShark  Tracks our time by customer and duty  Modular for adding and removing duties as needed to give the most accurate time spent to our customers  Allows us to better understand the lift for new duties for better planning our resources in the future 54 SOTI Remote Monitoring 55  SOTI Value Add  Remote Monitoring of Hardware Health  Resolve some issues remotely  Highlights problem hardware prior to a visit (Bad antenna, not powering on, etc.)  Good snapshot of hardware usage  Easy reporting for our customers 56 THANK YOU END