Across nearly every trade, there are more service technician jobs than people to fill them. HVAC, automotive, IT are all pulling from the same shrinking talent pool and the print industry is no different. With the average age of service technicians hovering around 40, and fewer young people entering technical careers at all, hiring for potential, training intentionally, and building a culture people want to stay in matters now more than ever.
I’ve been in the print industry since 1983. I started as a service technician at Usherwood Business Equipment (Now Usherwood Office Technology), which was my dream job since I was 10 years old. 43 years later, I’m still here, but instead of taking care of clients, I take care of my students as a Corporate Field Service Trainer. It was hard for me to leave behind my tool case but coaching and mentoring the next generation of print service techs that will take the same path I did, has been a huge responsibility and privilege in my career.
After decades in the field, in leadership, and now as a trainer, I want to pass on what I’ve learned about what makes a successful technician and what makes them stay in the print industry for as long as I have.
Today, I see a lot of businesses searching for employees based on past experience and who is best suited skill-wise. They are looking for a certain amount of experience, familiarity with specific print models, and certifications, but the truth is anyone can be a successful technician.
I’ve trained butchers, grocery clerks, chefs, accountants, the list goes on, and all have become successful and beloved technicians regardless of their experience. The reason? Their willingness to learn.
Sometimes, past experience can even slow the training process down. When someone comes in thinking they’ve already mastered everything, it can be harder to unlearn old habits than to teach new ones.
The bottom line is anyone can be taught skills, but humility and motivation to become the best technician they can? That’s up to the tech. So, don’t turn people away because of lack of experience--embrace them. After all, sometimes a fresh start is the easiest foundation to build on.
Once you have hired the right person, you shouldn’t automatically drop a toolkit or video tutorials in their hands. Training shouldn’t start with the tools and processes; step one should be teaching them about the family culture they have just joined.
Before I get into mechanics we have conversations about:
One example is before I get to technical training, I begin with teaching technicians the “whatever it takes” mindset. When I started, this meant doing the job right, no matter what, even if it wasn’t easy or convenient. Now, I pass that down to new techs during training.
We focus on building community, respect and comfort first. These people could be working alongside each other for decades.
Step 1 also includes teaching how we treat clients. I teach new techs about the white glove treatment which means clients shouldn’t have to lift a finger. Our job is to:
In the end, most businesses can offer a similar product or service as yours. What can set you apart from the rest, is your people. I teach our techs that they are a deciding factor in clients upgrading or choosing us over someone down the road. Customers want to continue with their service representative because of relationships. It’s about the need for new technology, comfort, and support, and sometimes that matters more than speed or technical skill.
After the hiring and training is over, what makes a technician want to stay with the same company for their entire career? Here’s what I’ve seen matter the most:
Nobody wants to do the same thing the same way for their entire life. Things get stale and they move on. Providing your employees with opportunity for learning and growth is a great way to keep the job fresh. Usherwood has always been committed to continuous learning.
I’ve traveled to learn from Canon in NYC.
I’ve held many positions.
Every new opportunity or learning experience made me a better worker.
It’s a beautiful thing to feel your company believes in you and when techs feel invested in, they stick around. Not to mention, companies that prioritize employee training also reap the benefits of higher productivity, increased job satisfaction, and lower turnover rates.
Trying to fix high volume print equipment with low quality tools is frustrating.
Give your techs:
One of the best tools I was ever given was a company car. For a field tech, having reliable transportation isn’t just a perk, it gives them independence and the ability to show up prepared.
On the subject of tools, I don’t teach them shortcuts or force them to use inadequate parts to save money. We let them do the job with quality tools, and they feel pride in their work and naturally want to continue in their profession.
I believe and teach that techs shouldn’t just be “the copier guy.” They should see me and think “Mike’s here!”
When a technician builds trust, clients:
I have seen clients get connected to their tech and buy more machines because they value their tech who supported them. It wasn’t about the price point or the features; it was about reliability and connection.
Last, and maybe the biggest factor to retention:
Make sure people enjoy coming to work.
When employees feel respected, connected, and supported, your employees don’t go looking for the next job.
A healthy work environment where everyone is treated as equals is worth more than any pay raise or perk and can be the reason why your service techs stay in print.
I can’t promise that following these 3 steps will give you the best print technician you’ve ever seen or will make someone stay till retirement, but I can promise that if we focus on the things that matter, we can bring more talented people into this field and help them build a long meaningful career in print.
Interested in joining the Usherwood Team? Visit our careers page to apply today.