The Complete Guide to Building a Stronger Service Team
Real insights from 800+ technicians. Here’s what you’ll discover:- What technicians genuinely love about their work (and what they don’t)
- The operational breakdowns that kill productivity every day
- What actually drives retention (hint: it’s not just pay)
- How technicians view AI and emerging technology
- What’s keeping new talent from entering the trades
- How to tackle the skilled labor shortage
Technicians Reported
Featured Insights
What motivates technicians?
Pride (55%), problem-solving (51%), and hands-on skills (51%) ranked well above pay (30%). Contractors have a workforce that finds real fulfillment in the trade.
Tips:
- Prioritize culture: Early-career technicians place a higher value on being part of a team.
- Give credit where credit is due: Recognize skilled problem-solving, not just productivity metrics.
What factors hold technicians back?
The top two frustrations — miscommunication (45%) and inefficient scheduling (44%) — are both coordination problems between the field and the office.
Tips:
- Audit communications: Identify the friction points, then look at whether your current tools are helping or adding to the problem.
- Improve your technology: When software doesn’t match how technicians actually work, it becomes another obstacle rather than a help.
What’s the role of AI in 2026?
About 28% of techs use AI in their work, whether regularly or occasionally, and 46% of those who use AI use it to save time on paperwork, writing, and summarization.
Tips:
- Embrace technology: Contractors who give techs AI tools now will be ahead of the curve.
- See where AI can reduce friction: Documentation, troubleshooting, and job prep are some ways AI can improve efficiency.
