Understanding how the different roles and responsibilities within your MSP fit together is essential once your business starts to grow. Karl Palachuk offers crucial insight.
One of the most important roles in any service business is the service manager. This is the person who connects your company to your clients. This is the person who keeps your technicians on task, focused on the most important priorities, and constantly improving. The service manager is a lot like a conscientious parent who keeps everything going.
Here we talk about the Service Manager’s roles and responsibilities. These are based on a managed service business – not a break/fix shop. You can modify for a break/fix operation, of course. You can also modify these roles to fit comfortably in your own organization.
Some of these items are mental reminders rather than actions you tick off a list. Perhaps these could go on a poster next to your desk. And, of course, you can add as much detail as you wish.
Service Manager Daily Roles and Responsibilities:
Service Manager Weekly Roles and Responsibilities:
Service Manager Monthly Roles and Responsibilities:
Service Manager Quarterly Roles and Responsibilities:
Service Manager Yearly Roles and Responsibilities:
Customize this definition based on the processes and procedures of your company.
So what do you do with this document? First, you need to make sure that you have "buy-in" from the service manager and anyone above the service manager (general manager, president, owner, whatever). Second, you need to make a point of evaluating and fine-tuning this document at least once per quarter for the first year you use it. Make it truly reflect this job position.
Third, you should inform the technicians about this process. It will help them see that the Service Manager is evaluated on many things that affect them. These include keeping the service board up to date, getting time cards in, working in real time, and much more.
Fourth, when the time comes to hire a new Service Manager, this document can go a long ways in defining that position for your help wanted advertisements.
Three take-aways for service managers:
The Technician has fewer specific responsibilities than the Service Manager, which makes sense. They are generally not involved with scheduling, keeping track of other techs, or budgeting.
You may have more than one level of technician. Normally, techs are designated by the tasks they perform. A "Tech I" will normally work on desktops while a "Tech II" or senior tech will work on servers and higher-end network issues. You should create job descriptions for these positions for hiring purposes. With luck, this chapter will help to create those job descriptions.
Your technicians play a critical role in your business because they are "hands on the street" with your clients. They will represent you to the clients. And, just as importantly, they will represent the client to you. Their perception of how things are working, and the client's level of satisfaction, are very important.
As you might expect, the most important part of the job description for the technician is the daily responsibilities. For the most part, monthly, quarterly, and annual tasks will be scheduled in the PSA system. So the techs will see these items coming up on their schedules. The most common example of this is the Monthly Maintenance Checklists for each client.
Of course, you will revise this, fine tune it, and make it fit into your company's standard operating procedures.
Technician Daily Roles and Responsibilities
Technician Weekly Roles and Responsibilities:
Technician Roles and Responsibilities – Miscellaneous:
As with the Roles and Responsibilities for the Service Manager, you need to make changes to this and use it to advance the goals of your company.
Make sure that you review this with the technician(s) and get buy-in from everyone in the tech department (service coordinator, service manager, etc.). This document should be evaluated and updated at least once per quarter for the first year you use it.
If appropriate, you might post a version of this on the bulletin board.
Note: Technicians Can Get Overwhelmed
Sometimes we lose sight of the fact that it’s hard to be a technician – or an employee of any kind. Technicians often don’t know why the company is doing something. In addition, they don’t have access to all the details that the service manager does.
As a result, techs can become overwhelmed with a long list of responsibilities. This is especially true if they don’t see where these tasks tie into the overall health and success of the company.
That’s why you should post this list and refer to it from time to time. Like a parent, the service manager may get tired of saying the same thing again and again. But it needs to be done until it’s ingrained into the tech’s daily routine.
Three take-aways for technicians:
(Used with permission of Karl W. Palachuk, SmallBizThoughts.com)