A Technician's Experience - The Best Way to Determine Value in Service

Field Technician Experience Guide  

This is a tech in training, and needs supervision to do the most basic services. Finished work often incomplete, unprofessional, or even damaging. Often only training is on retail sales floor. 

Just enough to be dangerous" is how we categorized them when I worked at a major reseller. The danger is that while this tech has had some success, and seen some problems, he/she often jumps to conclusions based on limited experiences, and still often needs supervision and backup to complete jobs correctly. Often recommends replacing systems with new due to bias on existing knowledge. Heavy use of "geek lingo" also alienates customers. Finished work often incomplete, or even deceptive. 

In these years, newer and older technology experience begins to blend, and daily use of advanced concepts becomes clearer. Real confidence in skill set develops. Dealings with customers is more straightforward and intelligible. Finished work generally complete, if frayed in the details. 

Technology, business acumen, customer skills come together. Tech is able to troubleshoot and solve virtually any problem. Relies on experience, wide base of existing resources, and the ability for find information quickly. Finished work complete down to the details, and guaranteed. Can explain even complex ideas to customers clearly and without lingo.  

With few peers, many of  these people write their own tickets, and many become independents like the PC Support Source. In addition to advanced skills handling software, hardware, network, internet, security and the like, they often offer real insight on behalf of their customers in solving problems and applying technology to best advantage.