Technician Training and Performance Enhancement

Real-world experiences lead to better understanding ...

Better understanding makes better technicians ...

Better technicians save you time and money.

Your Training and Performance Challenge

• Training new technicians as quickly and effectively as possible.
• Keeping experienced technicians up to date, while making the most of their knowledge and expertise.
• Maintaining high levels of job performance and technician competence at all levels of experience
• Finding the most cost effective way to do all this without sacrificing quality of training, or quality of work.

Your Environment

Technicians are a key component in your equipment support system.

No matter how smart the equipment is, Built-in-Test and diagnostics can only go so far. Some problems can only be solved by the informed troubleshooting efforts of a trained technician. In a very real sense, your technicians are your last line of defense.

But, there is SO much to learn about complex systems that technicians can't be expected to absorb it all during initial training; especially when that training is largely theoretical.
Unless theory is quickly put into practice, most of what's covered in training will not be retained.

As a result, you incur addtional training costs for

• courses required to bring technicians up to speed on specific equipment,
• extended course times and materials in an attempt to address content complexity
• training upgrades when equipment configurations change,
• related travel and lost time expenses when upgrade and refresher training takes place offsite

What your technicians really need is

• short, context-specific refresher lessons from time to time,
• the right training, when your technicians need it, delivered on the job, and
• immediate access to supplementary information as they work
• without time consuming, costly training classes.

The Solution

The solution is SpotLight - a guided diagnostic field service system that teaches your technicians as they use it, by drawing on real and relevant experiences with the equipment they are working on. 

On the job, SpotLight supports technicians by

• helping them diagnose problems,
• delivering small training refresher lessons relevant to the problem at hand
• providing just-in-time training, with expert assistance where and when needed.

When coupled with SpotLight Mentor, Spotlight allows you to

• walk students through typical troubleshooting scenarios drawn from real-world equipment failures
• ask questions that probe the student's understanding of how the system works
• coordinate technician training with the SpotLight diagnostic tool that is used every day - for easy transition between classroom and job site
• provide incremental, on the job training with up-to-date, always relevant information
• provide just-in-time training and tutoring exactly when the knowledge is needed
• offer contextual assistance, with real-world scenarios to improve learning retention

To discuss how CaseBank's guided diagnostic field service software can enhance technician training and performance in your organization for better troubleshooting results and reduced operating costs, contact us today.