Doc Summary
The working relationship between a Field Tech and a Customer Service Representative is important. We are here to assist them in any way we can and to work together as a team to ensure our customers are taken care of.
Setting Up Technicians for Success #
A few things you can do to help set up your technician for success each day:
- Assist them with driving directions, especially for brand new homes that do not map well.
- Enter work order notes with job instructions, target pests, or customer preferences.
- Note station count for rodent boxes or Sentricon services.
- Update red notes to ensure they are visible to the technician.
Safety Protocols #
It is important when your technician calls into the office that you ask them if they are parked in a safe location. If they say no, please ask them to call you back when they have parked in a safe area and are not driving. Arrow has a no cell phone policy, and it’s important we do our part to assist with the safety of our technicians.
Management Chain of Command #
Field Technicians have a management chain of command just like the office, and it is important their Customer Service Representative sticks to this.
Schedule Adjustments #
If your technician calls or slacks you to block their schedule, let them off early, or make an adjustment to the number of stops on the route, you need to instruct them to contact their supervisor. All leave requests must be submitted in writing to their supervisor.
Reporting Issues #
If you are having issues with your technician completing work orders, skipping stops, or receiving customer complaints, you are to report this to your manager to help with a resolution.
Schedule Changes for Early or Late-Night Stops #
If a technician has an early or late-night stop, please get with your management to see what changes to their schedules need to be made. For example, a tech may have a stop at 6 AM, and management might have you let them leave early that day since they started early. The same goes for late-night stops that may need to be made.
Communication #
Most company communication is through Slack. The company expects all employees to communicate in a respectful manner.