6 Ways To Train Field Techs the Right Way When Deploying New Apps

Written by Skyllful

1) Hands On Training
Your field technicians don’t learn the other skills of their jobs by sitting.
Before they’re sent out on their own, there is always an element of
hands-on learning, whether those are controlled environments that
simulate real-world activities, or ride-alongs with more experienced
employees.

The same approach should be applied to learning the essential
technologies they need to use – providing simulated, interactive
experiences for workers.

2) Easy To Consume Format
Today’s business workflows that field workers have to complete using
their apps are complex, covering multiple steps. Additionally, field
service applications often contain dozens of workflows that your mobile
workers need to remember.

Static content – consumed all at once – results in poor retention.
A micro-learning approach, allowing learners to complete training in bite-sized chunks, has
been shown to improve long-term retention.

3) Short Amount Of Time
The pressure on the business to maximize the effectiveness of your operations means that
work is tightly scheduled. Your workers are already under stress to complete their daily
scheduled tasks. Naturally, training winds up being the last priority.

So what happens? Your employees try to get through training as fast as they can, when they
can – instead of actually learning.

  • You and your team are spending significant effort and resources creating training that lacks
    effectiveness and doesn’t achieve the desired results for the business.
    • Creating effective systems training for field service workers doesn’t have to be a problem.
    You just need the right tools for the job.
    • Effective systems training for field service workers requires interactive training, mobile
    delivery, and micro-learning content.

4) Give a Safe Space To Practice
Maybe you’re learning a new cooking recipe. You go to YouTube and watch a “how-to” video.
How will it turn out the first time you try to make it? Probably not like Jacques Pepin’s version.

Your field technicians are human; and like most humans, they’re afraid of making mistakes.
And they know they’re bound to make mistakes as they learn. But when they do it in their
production application, they also know there are real implications to the business and your
customers. Having a safe space for them to practice alleviates anxiety and avoids costly
errors.

5) Put The Training In Context
The term “systems training” is actually a bit of a misnomer – or at a minimum out-of-date.
You’re not teaching your employees how to use your systems; you’re teaching them how to
do their jobs with an important technology tool.

Your field workforce doesn’t need to know the features and functionality of the application.
What they need to learn is how to execute their workflows correctly and efficiently. Technology
training has to be put in context; how and when and why should your employees use their app
workflows.

6) Deliver In The Flow Of Work
Here’s the catch – effective systems training isn’t really just about up-front training.
What happens when one of your employees forgets how to do a step in a workflow? What
happens when they’re presented with a task or customer scenario that haven’t had to do in
weeks or months?

Effective tech adoption and usage also needs to include learning in the flow-of-work, so your
employees have access to reference content when and where they need it.

Why It’s Not Your Fault
Not all learning technology is created equal

Your company has already made investments in several different learning technologies,
which might include an LMS, an LXP, and authoring tools. You and your team may have spent
significant time and effort learning these different technologies. Naturally, you’re expected to
use what you have available to develop systems training.

It’s the old “when you’re a hammer, everything looks like a nail” problem. And as we’ve seen
above, field service systems training requires a different approach. You might be doing things

for the right reasons, but you’re getting the wrong results.

To learn more about how TimeLinx can help your business, contact us today.
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About TimeLinx
TimeLinx delivers innovative project & service management software as a complete solution that perfects the sell-track-manage-support-bill cycle that services organizations must have to delight their customers; TimeLinx brings the cycle together in a single application that offers less frustration, better project management, complete reporting, and improved profitability – all specially designed for Infor and Sage.

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