If you are in the business of offering field service, then you know the importance of maintaining an organized and well-stocked service vehicle. From a blown hydraulic hose or burnt-out horn to a dead battery or frayed seatbelt, your customers expect you to have the necessary parts on hand to get their equipment back up and running in as little time as possible. Here are some tips for organizing and stocking your service vehicles so your techs can wow your customers.
Organization is King
Nothing is more frustrating (and unprofessional-looking) to the customer than watching a service tech dig through a pile of parts, tools, trash, etc. to find what they need to work on a broken machine. Having a well-organized service vehicle will make a great impression on the customer, and make your techs more efficient.
- Define a Space’s Use – Your van has two main areas, the cab, and the back storage area. Clearly defining what type of work you do in each area and keeping only the appropriate tools there will enhance efficiency. The back is typically used for storing tools, equipment, and supplies, which means these items shouldn’t find their way into the cab. Keep administrative items in the front; such as a computer/tablet, pricing chart, invoices, manuals, etc. Techs should also clean out any trash that has accumulated at the end of every shift.
- Keep Go-To Tools Close – Don’t store tools that are used most often all the way in the back of the vehicle. Encourage techs to keep a “go bag” right inside the door with their most frequently used tools so they’re always close at hand.
- Plan Out Your Storage System – It can be tempting to throw tools and parts in wherever there’s an open space, but this can greatly reduce your techs' efficiency. Taking the time to decide what will be in the vehicle and where it should be stored will greatly improve your ability to get the job done in a timely manner. Heavy or bulky items should be stored low so the tech isn’t trying to lift them up. Similar or related parts should be stored together so they’re easier to grab.
- Let There Be Light – Having good lighting installed will allow your techs to quickly find what they’re looking for, even if they’re working at night or in a dark space. There are many options available, just make sure you provide extra batteries if you choose a battery-powered option.
- Think of Comfort and Safety – Small gestures make a big impact. If a tech is having to kneel in the back of their vehicle regularly, a padded floor mat can make a huge difference in their comfort. You should also make sure that everything can be (and is) secured into place so that it’s not rolling around or falling down.
In addition to making sure everything is in its correct place, you also need to make sure that you’re choosing the correct items to be in your service vehicles in the first place.
Your Livelihood Depends on a Well-Stocked Service Vehicle
Knowing what goes into your vehicle, and what comes out, is imperative if you want to have a profitable field service program.
- Regularly Take a Full Inventory - We’re all guilty of letting our record-keeping slide at times. By stripping down your vehicle and then making a record of every replacement part and piece of equipment that is currently going out in it, you have a starting point to then build your best, well-stocked vehicle.
- Track What’s Going in and Coming Out – By tracking what’s being used and how often you’re restocking various parts, you can adjust your stocking patterns to ensure you always have those fast-moving parts on hand and can remove those slower moving parts that might be taking up valuable space.
- Track What Parts Service Techs are Returning For – Are your techs making mid-day resupply trips? If you can detect a pattern in what techs are returning for (such as repeatedly running out of a particular part) you can use this information to adjust your stocking levels and prevent unnecessary trips.
- Know Your Most Common Jobs & Their Requirements – Space in your service vehicle is limited. It makes more sense to have the parts and tools on hand to complete your most frequent repairs and installations. Study your invoices to see where your techs are spending the majority of their time and then stock their vehicles accordingly.
- Make Prepackaged Kits – Do your most common jobs always use the same parts? Rather than picking them individually each time you get a call out, prepackage everything ahead of time so your tech can just grab the kit and go (and avoid accidentally forgetting a crucial piece).
- Gather Information Before Heading Out – When a customer calls in a service request, the person taking the call should gather as much information as possible. Since it’s unlikely that the caller will know exactly what the problem is, providing your tech with as much information as possible ahead of time will allow them to be prepared for the most likely scenarios.
A Properly Stocked Service Vehicle is a Competitive Advantage
A properly organized and stocked service vehicle can mean the difference between your customer choosing you for their next service call, or your competition. TVH not only has the replacement parts and accessories you need to repair your customers' equipment, but we also carry a variety of service vehicle organization solutions. Visit tvh.com or contact your sales representative for more information.