(Source: Pexels)

Brought to you by WBR Insights.

Employee burnout is a significant problem across business sectors. According to Deloitte, 77% of professionals say they have experienced burnout at their current job. The same study also found that 91% of professionals believe having an unmanageable amount of stress or frustration impacts the quality of their work.

Field service technicians have one of the most demanding jobs of the many roles involved in the function. Not only must they often work long hours, but they also have to drive significant distances, act as the face of the brand when interacting with customers, and resolve issues in the field the first time.

Thankfully, there are a few things field service departments can do to prevent technician burnout.

Include Breaks as Part of Your Day-to-Day Operations

When you're out in the field, there's a temptation to skip taking a break so that you can get more done during the workday. As with any job, field service technicians need time to recharge, eat lunch, socialize, and plan out the rest of their day.

Some workforces also inadvertently develop a culture of constant work. According to Forbes, nearly 20% of North American workers worry their bosses won't think they are hardworking if they take regular lunch breaks, while 13% worry that their co-workers will judge them.

Be sure your technicians understand that their lunch break, bathroom breaks, and other short breaks are an integrated part of their workday. Some states and localities even set rules for required breaks for employees in certain industries. For example, the state of New York specifically requires meal periods for all employees.

Set Clear Expectations for Contractors and Contingent Technicians

Many field service organizations rely on contractors and contingent workers to fill gaps in their field technician rosters and scale their capabilities during times of high demand. Although these workers aren't full-time employees, they are still representing your organization's brand when they go on-site, and they can get just as burnt out as regular employees.

According to the Mayo Clinic, "unclear job expectations," is one of the factors that contribute to burnout on the job. As such, your contractors must understand the scope of their assignments and projects, as well as their responsibilities in each contract. Set clear expectations for what you require of contractors, so they can stay within the bounds of their service agreements.

Re-Examine Your Benefits Packages

If your organization is struggling with high turnover or high rates of burnout among your technicians, it may be prudent to re-examine your benefits packages.

Employees who can accrue vacation time and sick time are more likely to stay committed to their work. According to the Society for Human Resource Management (SHRM), one study even found that 78% of managers agree that vacation time improves employees' focus, while 81% agreed that it alleviates burnout. The study also found that most employees are happier with their jobs when their employers provide paid time off.

Use Automation to Replace Manual Processes

Another way to help your technicians avoid burnout is to provide them with tools and resources that make their jobs easier.

In some instances, on-site visits can be avoided with the right technology in place. Troubleshooting solutions, augmented reality (AR) devices, and self-service tools can empower clients and customers to perform service on assets if they need minor fixes. Furthermore, communications between technicians and customers can be automated through the deployment of a field service management solution.

Instead of having to engage in long phone conversations or play phone tag between your organization and the customer, technicians can receive automated instructions instead. Not only does this make their day-to-day lives easier, but it can also help your field service operation save time and money.

Author automation solutions can effectively allocate the right field technician with the right task, provide customers and colleagues with anytime access to your field service staff, and provide you with real-time analyses that make first-time fixes easier. With real-time visibility into the status of deployed assets, you can ensure your technicians already know the problem and the solution the moment they arrive on a job site.

Don't Miss the Next Field Service Event

Field service technicians have demanding jobs. But with the right benefits, management strategies, and tools, field service organizations can help them avoid burnout and maintain productivity. New technologies are also enabling technicians to do more remotely, get assistance when they need it, and connect directly with customers to help them fix problems.

Field service technician burnout is sure to be a hot topic at the next event in the Field Service conference series. Visit the Field Service Events page today to register for the next event: The Virtual Summit for Leaders in Customer Success, Service, and Support, happening online from April 27^th to April 29th.