When news broke last month that jobs in field service are booming, we turned to Peter Cannone, the CEO of OnForce, a Lexington, Mass.-based outsourcing firm, to learn more about hiring trends in field service. Perhaps it’s no surprise that he touted the value of hiring independent contractors and saw the trend continuing in the years ahead.
But his opinions touched off a nerve with some service techs, notably Scott Molinari, general manager of Germany’s Adduco Digital e.K. who argued passionately that in-house technicians give service outfits an incomparable advantage. Others read their debate here and weighed in.
We thought it would be useful to recap the discussion and let you decide which hiring model works best. First up: Cannone’s claim that independent contractors are an increasingly attractive option for companies looking for more flexibility in their staffing. With temporary workers, companies don’t have to spend the time and money, hiring, rehiring and retraining full-time workers, says Cannone. Instead, they can adjust their staffing levels according to current customer demand, thereby achieving a better balance between revenues and expenses.
It didn’t take long for Molinari to counter. In Molinari’s eye, there’s a high price to pay with the “rent-a-tech” model – in terms of time, professionalism and competitive advantage – and that too many service firms fail to recognize the return on investment in their technician workforce. “The service team is the cherry on your (hopefully) high-quality product pie land to make sure that cherry is really sweet,” insisted Molinari, “you must invest in your service team and stop looking at them as costs.
Cannone offered a rebuttal, in which he one more highlighted the benefits of outsourcing. But he also noted that neither model is “superior.” In fact, he argued, many companies are blending the two methods to create an optimal workforce, he wrote.
Now cue the SmartVan community. “John,” wrote that Cannone and Molinari both make good points, but that both models work depending on the company and its specific culture and needs. He then described which model works best for different types of businesses.
Tell us what you think. If you are a field service operator, how are you hiring these days. If you’re a service tech, do you prefer the flexibility of the independent-contractor model or does full-time employment work best for you? Post a comment below.
Contractors are for Coverage.
Full-Time Technicians are for Full-Time Work.
You will always get better service from your own employee. However you can not always have your own employee in remote regions or new territories that you have little to no work.
Short answer… both Scott and Peter are right.
Not true, not true at all, you do not necessarily get better service from your own employee. A contractor cares more about the client because his own business is at steak. He needs your company to profit so he will get future work. I am an instrumentation contractor that works with rep firms (flow meters, analyzers, Chlorinators). I do not know how many times I have heard “I only want Al in my plant because he cares”. I also show them how to operate the equipment because, if they do not know anything about the equipment they hate the equipment, the more they know about it the more they want it in their plant. Also I clean the equipment so it looks like new before leaving and sweep the floor etc. Do full time techs do this? I don’t think so, from what I see they want to run out the door at quitting time (I used to manage techs). It is like when you want to go into a store at closing time, if the owner is out you are out of luck. The owner will never lock the door in front of you and say we are closed. The firms I work with do not pay for sluff off time (I don’t sluff), sick time, vacation, unemployment, benefits or workers comp. They contract the job, and it gets done right. I am not trying to put down company employees, they are needed to run things across the country. I am just saying I do not agree that contractors do not care about good service. Al Smith, A. W. Smith Consulting