Experienced & Reliable Field Service Resources
As a key part of Essintial’s Managed WorkForce® Methodology, our Preferred Provider Network field service solution capitalizes on internal and external field service resources to precisely support clients’ enterprise technology requirements including:
Preferred Technician Footprint
With more than 2,600 technicians across the country, our Preferred Provider Network gives Essintial℠ the unique ability to provide next-day service to every zip code in the U.S. In addition, same-day service is available in over 30,000 locations, including all mid-tier and major metropolitan areas. As a result, we yield more than 25,000 service events per month.
Essintial Preferred Provider Technician Requirements:
- Up-to-date background checks and drug screens
- Skills and professionalism screens, testing for technical and interpersonal skills
- Expectations for Success training and testing
- Essintial standards reviews
- Client contracts acumen and understanding
- Constantly track availability, performance & quality
- Complete regular utilization and performance reviews
How we manage field service
First, our proprietary Resource Balancing Tool (RBT) dynamically matches each customer’s unique contract requirements to technician capabilities and availability. The tool allows us to balance cost and performance objectives by assigning the technicians that will best support each need.
Next, our workforce management software schedules the technicians identified, and we ensure that each one is equipped with the right inventory and information through individual contact in our pre-dispatch process. This is a one-on-one conversation between Essintial and each field technician prior to dispatch. The discussion may address expected parts delivery from our nationwide forward stocking locations or information about failure history gleaned from our analytics. If any discrepancies arise, we quickly adjust to meet committed service levels, oftentimes within 4-hours.
Our established quality assurance policy outlines consequences to technicians for quality events on-site including no call or no show, short-notice cancellations, tardiness, disorganization, unprofessionalism and dishonesty or deception. Quality is our main concern. Therefore, we do not tolerate repeated occurrences of these types of offenses with technicians being removed from our Preferred Provider Network on the second or third offense, depending on the severity and impact.
Find out why clients trust Essintial for industry leading performance and quality for every enterprise equipment support project, short- and long-term, main and remote sites, around the nation.