Meeting client expectations hinges on thorough vetting, an essential process in field service delivery. Choosing the right technician at the right time and place can be complex. However, through years of experience placing work on Field Nation, some of our customers have mastered their vetting processes. As members of our Ambassador Program, these customers frequently offer their insights and feedback to the Field Nation team, contributing to innovation in the Field Nation marketplace and advising other leaders in the field service industry.

Here are 5 key vetting tips from these experienced Ambassadors that you can take to your own organization.

1. Build strong connections with technicians

Fostering effective relationships includes understanding technicians’ personalities and ensuring a good fit with your company’s culture. Make technicians feel valued and align with their expectations through open, honest communication. Such interactions solidify the foundation for mutual understanding and consistent execution of project goals.

“Our vetting process is tailored to the specific requirements of each job. For assignments demanding more intricate work or recurring visits, we intensify our vetting to include not just technical skills but also personality fit through direct interactions and, where necessary, client interviews. This ensures that technicians are not only capable but also compatible with the project’s broader needs.” – Joe Rosenberg, Director of Field Services

“Effective vetting involves more than just taking a technician’s word at face value. It’s vital to use open-ended questions to gauge their real capabilities and experience. This, coupled with clear communication about tool requirements upfront, has significantly improved our project outcomes.” – Sandra Williams, Field Services Delivery Manager

“To enhance communication, we’ve created a Teams link directly within the work order that allows technicians to access a live session with a simple click, facilitating real-time assistance and interaction with the project team. It’s greatly improved our ability to communicate with techs, ensuring everyone involved can collaborate more seamlessly and efficiently.” – Stacy Lonergan, Senior Resource Manager

2. Assess skills to confirm fit

Evaluating a technician’s technical skills is also essential. This step goes beyond mere qualifications, focusing on a technician’s familiarity with specific technologies, their problem-solving abilities, and how well they can adapt to the unique demands of each project.

“We contact technicians to gauge their familiarity with specific technologies, such as mesh networks, which are crucial in our projects. Following their initial assignments, we employ a unique metric system to evaluate them, focusing on their ability to navigate challenges smoothly and maintain professionalism under pressure.” – Mark Morettini, Technical Field Operations Coordinator

“Almost half our projects each week are ‘emergencies,’ demanding immediate action that day or the following morning. Clear work order titles are fundamental to quickly attracting the right expertise. We’ve learned that adding details about the project requirements and timeline (sometimes even with asterisks) directly in the title captures the attention of technicians with the skills and experience we need.” – Kyle Wright, Director of Managed Services

3. Emphasize professionalism

Ensuring technicians not only have the right skills but also present themselves professionally is key to maintaining high service standards. This includes everything from the initial impression given by their resume to their behavior and appearance on the job site. Ambassadors emphasize the importance of scrutinizing these elements closely.

“Reviewing a technician’s resume is crucial for us. If it’s missing, we skip them. We value technicians who take the initiative to detail their skills and experiences on the Field Nation platform. This diligence in updating their profiles signals their professionalism and suitability for our projects.” – Chantella Allen, Senior Service Delivery Coordinator

“Video calls are a cornerstone of our vetting process. They allow us to see the technician, assess their professional demeanor, and get a better sense of their technical knowledge before they ever set foot on site. It’s about ensuring that the person representing our company is the best fit for our clients.” – Bill McElroy, Project Coordinator Vendor Relations

4. Automate to overcome vetting challenges

When vetting needs to scale up for larger projects, efficiency becomes paramount. Automation and technology can significantly streamline the process, ensuring quick and accurate technician selection without compromising quality.

“Automated routing rules based on a technician’s work history and experiences have been a game-changer for us. By using a dashboard in our ticketing system, we can quickly match job requirements with the skills of available technicians, making the process faster and more accurate.” – Sindy Eichen, Field Service Manager

“Vetting technicians for national projects presents scalability challenges, especially when spanning hundreds of technicians and numerous sites. We address this through automation, such as a 10-minute training mechanism with a quiz, and follow-up calls. However, the larger the project, the more complex the vetting becomes.” – Craig Kumiega, Senior Manager of Services

5. Prioritize safety above all

Technician safety and compliance with job-specific requirements are non-negotiable. This aspect of vetting is especially critical for high-risk jobs, where the right tools and knowledge of safety protocols can mean the difference between a job well done and a potential accident.

“Safety is our top priority, so we make specific tool requirements clear from the start and implement penalties for non-compliance. It’s about more than just getting the job done; it’s ensuring everyone involved is safe and compliant with all necessary regulations.” – Bill McElroy, Project Coordinator Vendor Relations

By adopting these proven strategies from Field Nation Ambassadors, you can enhance your vetting process, ensuring every technician you choose is a perfect fit for your project. Ready to elevate your vetting process? Explore our support center, connect with your account representatives, or message our team for more insights.