Field Service East Conference Attendees Learn about Workforce Utilization and Improving Customer Satisfaction from Trane

Charlotte, N.C., Sept. 12, 2013 — The ability to improve workforce utilization and training in an increasing complex business environment can have a direct, positive impact on customer satisfaction and service revenue.

Experts from Trane, a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand, will discuss best practices for workforce utilization and training during the Field Service East 2013 Conference. The conference, held Sept. 16-18, at The Westin Charlotte, in Charlotte, N.C., focuses on strategies to enhance the customer experience and improve service revenue.

Trane leaders will serve as presenters and panel participants in sessions addressing service organization training, new mobility applications and how to improve technician utilization.

Trane leaders participating in panel discussions:
Dane Taival, vice president, service, supply and contracting business for Trane - North America,
will discuss ways to improve technician utilization across all functions of services, from tools and technology that help mitigate talent deficiencies, to modifying dispatch strategies and planning changes.

The panel will also address the appropriate balance of technology and process change as they relate to the size of an organization. Attendees will learn how to determine if an organization is truly efficient; what can be measured more effectively; and how to execute a services capacity plan to uncover efficiencies in scheduling and resource availability.

Presentation details:
Title: Panel Session: Increasing Technician Performance and Utilization in a Volatile Economy
When: Tuesday, Sept. 17, 12:05 p.m.
Where: Providence Ballroom 3, The Westin Charlotte, 601 South College St., Charlotte, N.C.


Greg Parker, director service and training for Trane, will participate in two panel discussions. The first panel discussion focuses on a service organization’s ability to effectively train employees to a common standard of performance no matter how different the workforce may be from others.

Attendees will learn how to identify key skills and match them to an organization’s standardized processes. They also will explore workforce development and updating training procedures that focus on working off-line, on paper and with a variety of mobile devices. In addition, they will learn how to integrate a sales force and achieve higher customer satisfaction ratings.

Presentation details:
Title: Panel Session: Training and Developing a Competent Service Workforce
When: Monday, Sept. 16, 2:10 p.m.
Where: Providence Ballroom 3, The Westin Charlotte, 601 South College St., Charlotte, N.C.

Parker’s second panel will discuss the approaches that are the most efficient for connecting technicians to training. Panelists will share what has been effective for them in communicating the goal of training and assessments. This panel will also address the types of training that have been successful in getting service reps to change the way they typically perform and what kinds of training have decreased the amount of time to generate results. Attendees should walk away with a plan to set realistic expectations to get a workforce on board with training initiatives.

Presentation details:
Title: Utilizing Training Technology to Effectively Assess a 500

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