A New Look to Training

New Year, New U-niversity

Well, it is February and resolutions are starting to be tested against the excitement of the New Year. We may not have lost the 10 pounds we promised ourselves we would or stopped biting our nails like our significant others told us we should, but here in Tech Services, we are still resolved to bring a better training experience to our Technicians.

Think about the first impressions a new employee has when they enter a company. Sure, the aesthetic of the building, the kindness of the colleagues, and the size of the breakroom all come into play, but it is the development and training that really makes the largest impression.

Your Technical Services Leadership team is making a commitment to training in 2020.

Some highlights to look forward to will be:

Designated Trainer Training Programs
Fully Digitized On-Boarding
NSM Produced Repair, Assembly, & Evaluation Videos
Detailed Job Aids that Focus on the Activities you Execute Everyday
Technician Centered Training Curriculums

Career Development

If You Give Technicians a Career Path...

they’re going to ask for directions.

In past articles, there have been many mentions of the Technician Career Path and Certification Program. The current ladder on the Technical Services Department WNSM page gives some idea of where a Technician can land, but how do you advance?

The How to Get There Guide

Let’s do some simple math and outline the criteria in a way that makes sense for the first three levels.

As this program becomes finalized the administrative portions will come more into focus across NSM. We are continuing to be diligent and ensure that the process is communicated appropriately and as streamlined as possible.

All eligible Technicians are scheduled to be tested across NSM by May 2020.

Be on the lookout for NEW JOB DESCRIPTIONS coming out during the Performance Review Process this year!

Connected Chair

The Tool You Never Knew You Always Needed

You’re stranded on a desert island and you can only have access to one Technology Platform to remain connected to your clients, what do you take? The answer is obvious, any of our manufacturer’s Connected Chair consoles. In the advancing digital structure of the age, the single most prevalent issue in any field service-based company is Accurate Communication of the Issue. Utilizing Connected Chair technologies is the best way to solve this issue.

Connected Chair technology allows Technicians to receive real-time data in order to be truly connected to the client’s product. In this industry, it is common for users of our Programmable Chairs to have some level of cognitive or mental degradation, so the chair is capable of relaying information that the client may not be able to communicate themselves.

This graph shows the level of activation vs. the installed product for only one of our manufacturers; Permobil. Only 17% of the Permobil chairs with this technology are connected. We need to do better.

What can you do to improve these numbers?

Communicate to The Team – Talk to your ATP/RTS about the level of functionality the Console gives to you in order to better serve the client.

Train Your Colleagues – Show the ATP/RTS how to register and connect the chair for the client and give them an overview of the Console so they see firsthand how it can impact their client’s lives.

NSMU Connected Chair Material

Develop Your Process – Educate yourself on the structure and utilization of the technology. Make sure the members of your team are all aware that spending the time to connect the chair will be a joint effort to improve the client experience.

Relationships at the Branch Level

ONE Team!

Our clients deserve our best. At the NSM Symposium this year it was clear that the communication needed throughout the company was “Purpose over Profit.” How does a company reach for purpose over profit? How do we as an organization commit to achieving this kind of philosophy?

Model – Be what it is you want to see more of in your Team

Connect – Talk. Listen. Show. Share

Involve – Get the members of your Team engaged in your process

As a Technician at NSM, we are a part of a service cycle that extends beyond our day-to-day activities and impacts the greater good. Knowing who is on your team in a personal and professional way builds success that resonates with our clients. Every time a client interacts with a member of the NSM Team we want them to feel the comradery and engagement that makes them choose us as their mobility service provider again and again.

Committing to knowing your Team and understanding the way they communicate, the way they solve problems, and the struggles of their day will mirror itself in their interactions with you. Take pride in your expertise and abilities and understand wherein the client’s cycle you fall so when the baton is passed you are confident that the experience they are having is your best and when you have to pass the baton you trust that the next experience is equal to your own.

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