FIELD SERVICE REPRESENTATIVE EXPECTATIONS
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FIELD SERVICE REPRESENTATIVE EXPECTATIONS In this guide, you will gain an understanding of the expectations, standards, and best practices that help every Field Service Representative represent CONTROLTEK with professionalism and deliver a consistent customer experience.
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REPRESENTING THE CONTROLTEK BRAND Every Field Service Rep is a direct reflection of CONTROLTEK. For many customers, you are CONTROLTEK during that service visit. How you show up, communicate, work, and leave the site shapes the customer’s perception of our entire company. What that looks like: Be Professional — Present yourself, your vehicle, tools, and workspace with pride. Take Ownership — Treat the customer’s issue as your responsibility and focus on finding a solution. Communicate Clearly — Keep the customer informed, explain what you are doing, and set realistic expectations. Respect the Customer — Respect their time, property, employees, and business operations. Practice Unconditional Excellence — Do the right thing and deliver your best work, even when no one is watching. Leave a Lasting Impression — The goal is not simply to complete a service call; it is to leave the customer confident they are in good hands with CONTROLTEK. First Time Right™ Mindset First Time Right™ is about more than completing the technical work correctly. It is a mindset that puts the customer at the center of the entire service experience — before, during, and after every visit. It means arriving prepared, communicating clearly, taking ownership of the work, and considering how every action impacts the customer. From the first interaction to the final walkthrough, each step matters. When we approach every service call with a First Time Right™ mindset, we build trust, reduce repeat visits, and deliver the consistent, professional experience customers expect from CONTROLTEK.
PREP FOR THE DAY Know what’s ahead before you arrive. Being prepared starts before the first service call. Review your schedule, understand the work ahead, and make sure you have what you need to complete the job successfully. Review upcoming service calls and job details. Understand the equipment and reported issue. Confirm you have the necessary tools and parts. Review site requirements or special instructions. Plan your route and timing. Identify potential needs before leaving for the day. Preparation sets you up to get it First Time Right™.
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“If you make your bed every morning you will have accomplished the first task of the day. It will give you a small sense of pride, and it will encourage you to do another task and another and another.”
PROFESSIONAL APPEARANCE STANDARDS As an FSR, you represent the CONTROLTEK brand every time you arrive at a customer location. Your appearance should reflect the same level of professionalism and excellence we expect in our work. Wear your approved CONTROLTEK uniform, keep clothing clean and presentable, and maintain a neat, professional appearance. Proper footwear and required safety gear should always be worn based on the work environment. The goal is simple: look professional, be prepared, and represent CONTROLTEK with pride.
Field Service Rep Dress Code: Blue or Black Branded Collared Shirt Branded Soft-Shell Jacket Branded Vest Branded Long-Sleeve Polos Branded 1/4-Zip Approved Khaki Pants Approved Work Shoes or Boots Branded Cap (Blue or Grey) Hard Hat (when applicable) Safety Glasses (when applicable) ID Badge 3
TAKE PRIDE IN YOUR RIDE Your CONTROLTEK vehicle is your mobile workspace and a reflection of our brand. Every FSR is responsible for keeping their vehicle clean, organized, safe, properly maintained, and ready for the day.
CLEAN & READY Exterior clean and presentable Interior neat and organized Tools, parts, and truck stock organized and secured Equipment and merchandise kept out of open view Required insurance and registration kept current Preventative maintenance completed on schedule Damage or maintenance concerns reported promptly Vehicle cleanliness and serviceability are part of the FSR’s responsibility and may be reviewed by management.
KNOW THE RULES CONTROLTEK vehicles are for company business only and may only be operated by the assigned driver. PROHIBITED Smoking in the vehicle Driving under the influence of alcohol or drugs Firearms, ammunition, explosives, or other weapons Unauthorized passengers Illegal products or substances Personal towing or unauthorized vehicle modifications Unnecessary personal items Overloading the vehicle beyond its rated capacity
SAFE BEHIND THE WHEEL Seat belts are required for all occupants. Do not use a cell phone or computer while driving. Park safely before calling, texting, or using your computer. Obey traffic laws and drive defensively. Lock the vehicle and close all windows when unattended.
TAKE OWNERSHIP. KEEP IT CLEAN. KEEP IT SAFE. KEEP IT READY. Refer to the CONTROLTEK Vehicle Policy – Field Services for complete requirements.
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ONSITE PHOTOS Document the job. Site photos are an important part of every service visit. Clear, complete photos provide documentation of site conditions, work performed, and the final installation or repair. Capture required photos before, during, and after the service work. Make sure photos are clear, well-lit, and useful. Show the overall installation as well as important details. Document damage, unusual conditions, or issues found onsite. Check your photos before leaving the location. Upload all required documentation with the service call.
WHERE’S TEKNO PHOTOS TEKNO photos need to be documented for every visit. Pull your vehicle in front of the customer logo. Upload to the Where’s TEKNO Teams channel. Have some fun with it too. We love to see where else TEKNO has been en route to serving our customers.
If the photo doesn’t clearly show it, it isn’t properly documented.
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OWN THE CUSTOMER EXPERIENCE Every service call is an opportunity to represent CONTROLTEK professionally and build confidence with the customer. From arrival through departure, FSRs should communicate clearly, set expectations, take ownership, and ensure the customer understands the outcome of the visit.
1. ARRIVE | Make a Strong First Impression Greet the customer professionally, introduce yourself and CONTROLTEK, and briefly explain why you are there. When possible, use the customer’s name and thank them for their time. Suggested Introduction: “Good morning/afternoon. My name is [Your Name], and I’m with CONTROLTEK Field Services. I’m here regarding the service request for your [equipment/system name]. Before I begin, can you show me the issue you’ve been experiencing and let me know when it first started?” Remember: Ask permission before entering restricted or employee-only areas.
2. UNDERSTAND | Listen Before You Begin Give the customer an opportunity to explain what they are experiencing. Listen first, then troubleshoot. Ask clarifying questions. Avoid interrupting or making assumptions. Repeat key details back to confirm your understanding. Ask when the issue began and whether it is consistent or intermittent.
3. SET EXPECTATIONS | Explain the Plan Before beginning work, make sure the customer understands what you will be doing and what they can expect. Suggested Language: “My goal today is to identify the cause, complete the needed repair, test the system, and confirm everything is working properly before I leave. If additional parts or follow-up work are needed, I’ll explain the next steps before I depart.”
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4. COMMUNICATE | Keep the Customer Informed The customer should never be left wondering what is happening with their service call. Explain your work in clear, simple terms and avoid unnecessary technical jargon. If you encounter a delay, unexpected issue, or need for additional parts or service, communicate it promptly. Focus on solutions, not blame. Take ownership of moving the service request toward resolution, even when additional action is required.
5. CONFIRM | Review & Verify Before leaving the location: Test the system and confirm proper operation. Review what you found and the work completed. Explain any remaining issues or required follow-up. Clearly communicate next steps, if applicable. Give the customer an opportunity to ask questions. Suggested Closing: “I’ve completed the service work and tested the system. Everything is operating as expected. Here’s a summary of what was found and repaired today. Do you have any questions before I leave?” If the issue is not fully resolved, do not use “everything is operating as expected.” Instead, clearly explain what was completed and what will happen next.
6. DEPART | Leave with Confidence End every visit professionally and make sure the customer knows how to get additional support. “Thank you for your time and for allowing me to service your location today. If you experience any additional issues, please contact CONTROLTEK Support and reference today’s service visit.”
The Standard on Every Service Call Be Professional. Listen. Communicate. Take Ownership. Confirm the Resolution. The technical repair matters, but so does the customer’s experience throughout the service call. 7
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CONTROLTEK PROFESSIONAL SERVICES 200 Crossing Blvd. 2nd Fl. Bridgewater, NJ 08807
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