Service engineer kpi

KPI has extensive experience with planning, design, construction, and review of municipal, subdivisions, retail centers, recreation facilities and educational campuses. Our licenses engineers and supporting staff is committed to providing efficient, cost-effective, and sustainable services to fit your needs. Projects have been completed ranging from minor road improvements to total road reconstruction including cold in-place recycling and full depth reclamation. We provide evaluation, survey, design, contract documents, permitting and inspection for storm sewer, sanitary sewer, water, gas, and electric line relocation projects. KPI has reviewed developer prepared plans for over 4, residential units and numerous commercial and non-residential related developments ranging from small-scale developments and single small commercial facilities to residential developments of greater than units and large-scale commercial projects.

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Content:

• New Field Service KPI: How Well Are You Optimizing Your Customer Relationships?
• A Leader’s Guide to Smart KPI Tracking for Service Companies Using Remote Visual Assistance
• KPI service
• kpi for technical support engineer
• Key KPIs for Better Field Service Management
• What Are Maintenance KPIs? 10 Maintenance Performance Metrics to Track & Improve
• Key Performance Indicators (KPIs)
• Field service KPIs: Top 8 to track as head of field service

WATCH RELATED VIDEO: How to Develop Key Performance Indicators

New Field Service KPI: How Well Are You Optimizing Your Customer Relationships?

When it comes to setting and measuring KPIs, Michael and his team at Jolt suggest service managers focus on the process of delivering service, rather than the results.

For example, rather than measuring profitability or number of service calls per day, analyze the success of the processes involved in delivering service. When the process goals are being met, the desired results will follow. The list below highlights some of the most important KPIs service organizations are measuring today.

Michael emphasizes that service managers should start with only four or five KPIs that will be most useful for their business instead of trying to implement all of them at once. Determine which are most important to your organization by evaluating problem areas, and then, only after reaching your original goals, add to the list.

Average travel time: Track the average time to get from site to site. Average travel distance: Track average miles techs spend driving. Average travel costs: Track fuel costs, wear and tear on vehicles, and overall cost of getting from place to place. By reducing the amount of travel and identifying where routing can be more efficient, service teams are able to spend more time on billable tasks and tackle more work orders, not to mention the customer satisfaction that comes from getting to a jobsite and resolving an issue faster.

Pro Tip: Service scheduling software with GPS allows schedulers to see where techs are on a map and assign the closest available qualified technician to an incoming work order to reduce travel time, distance, and costs.

Pro Tip: With instant status updates through mobile, schedulers know when each tech is available so they can schedule someone quicker and speed response times. Average repair time is a potential indicator of training needs; for example, if one tech is taking much more time to repair the same type of equipment as his peers, then that tech might need additional training. Or it could highlight product serviceability difficulties, which manufacturing might be able to correct with an engineering change order.

Pro Tip: Repair times vary based on equipment, type of customer, industry, usage the equipment gets, etc. To track technician utilization and productivity, divide the amount of time the tech is working on things that are part of the job description vs time filling out time sheets, attending meetings, other activities unrelated to productive work.

Pro Tip: Improve productivity significantly by eliminating paper and duplicate data-entry with an all-in-one FSM system. This KPI is important, said Michael, because if organizations have a high ratio of billable to productive time that is a potential indication that not enough equipment is covered by a maintenance contract.

Pro Tip: To even out this ratio, make selling more service contracts a deliberate strategy in your service organization. Pro Tip: Set alerts to remind you when warranties are expiring and designate someone on your team to be in charge of converting those to maintenance contracts. If technicians are consistently ordering the wrong parts for their jobs, that has a direct impact on productivity and customer satisfaction.

Track how often techs are rushing out to the store to purchase last minute parts, or how frequently parts must be flown in from another location on an emergency basis. These costs add up and also cut into worker productivity. Pro Tip: To analyze accurately, filter emergency parts order costs by technician, territory, work order, etc. Pro Tip: Tie PMs to service contracts so regularly scheduled PM activities become a vital part of your service contract offerings.

Knowing what your KPI options are is one thing, setting, measuring, and meeting them is another. Choose the most important KPIs for your organization. To determine which KPIs are most important, ask yourself:. What are the most important goals for my service organization this year? How do we get the information we need?

How do we disseminate that information to the right people? In addition to communicating goals, acknowledge when team members meet or exceed them. Michael suggests turning it into a competition.

Post tech stats in a public place; reward your highest performing technicians. A little recognition can go a long way when it comes to motivating workers to meet goals. Decide what you want to report on, and then build the reports that you want to show. Technology has made it easier to identify what to measure and to retrieve accurate information quickly. Eliminate paper and streamline the service process with field service management software.

Learn best practices for choosing the right solution in this free guide. MSI Data helps companies to improve the efficiency and effectiveness of their field workforce. Copyright MSI Data All rights reserved. Privacy policy. Pro Tip: Make it a priority to build a relationship with your customers, and always do a thorough job during PM visits.

Choose the most important KPIs for your organization To determine which KPIs are most important, ask yourself: What are the most important goals for my service organization this year? Field Service Management.

A Leader’s Guide to Smart KPI Tracking for Service Companies Using Remote Visual Assistance

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KPI service

We drive the flow of information, push project schedules, constructively resolve conflicts and keep our customers informed. Every project receives a thorough analysis considering first cost, schedule impact, maintenance and energy costs, before the GMP is established. It is our promise to all clients that KPI Engineering professionals will work diligently to deliver projects with energy throughout making sure the necessary close-out documents are accurate and provided on time. It is also our promise to behave as an owner alongside our clients making sure each dollar spent provides the best value. KPI Engineering, Inc. These include projects performed within ongoing service contracts and as independent projects. Our experience includes medical offices, clinical research, operating rooms, emergency departments, patient floors, hyperbaric chambers, endoscopy, intensive care units, neonatal ICU, laboratories, radiology, MRIs and infrastructure such as chilled water plants and generators. Related to the medical services sector, KPI also supports independent living, assisted living, and memory care facilities.

kpi for technical support engineer

In the field service management industry, KPIs are an effective way to track and manage your mobile workforce of technicians. What is a KPI? Benefits of setting KPIs for your workforce. Why the right KIPs help achieve goals.

Key KPIs for Better Field Service Management

KPI the key performance indicators of the company or division. The number of KPIs may vary depending on the chosen strategy and is limited only by the imagination of the head of the company. If we are talking just about a request related to a usual usage of equipment for example, performing maintenance , it is advisable to establish other time standards for the reaction time of technical support. It makes no sense to install the same KPI for urgent and for ordinary requests, because this will significantly overload the service, will require additional resources and costs. For example, you define that in case of critical equipment breakdown, which entails stopping the production of the client, the application must be processed within 4 hours.

What Are Maintenance KPIs? 10 Maintenance Performance Metrics to Track & Improve

Drive operational excellence with the right performance metrics and actionable insights on ServiceMax reporting dashboards. ServiceMax not only helps your bottom line, it measures it. From service revenue to first time fix rates, and all the operational performance metrics that affect your profitability, ServiceMax dashboards deliver your KPIs, accurately. Today's fast-paced, competitive service environment demands visibility into the key performance indicators KPIs to measure your success. ServiceMax captures metrics, such as SLA achievement, engineer utilization, contract leakage and much more. You can keep customers happy and improve technicians' efficiency by identifying potential problems before they impact your field service operation. We at ServiceMax use our expertise gleaned from working with hundreds of companies to define the field service metrics that bridge every type of company, vertical, region, and even strategy.

Key Performance Indicators (KPIs)

You need to understand which network metrics provide the essential information required for measuring network performance. You should be able to obtain and report on these metrics or similar from every physical or virtual device on your network. Statseeker default dashboard — Device.

Field service KPIs: Top 8 to track as head of field service

RELATED VIDEO: 3 KPIs EVERY Service Manager Needs to Know (Service Drive Revolution)

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