The truth is that the average field service technician is only 50% productive. This is so of even the most successful field service contractors. "That means that half the technician's time is spent traveling from one job to the next, stopping at supply houses to pick up parts, going on vacation, attending training sessions, and performing other activities not billed to the customer," says Anthony Gemma, president of Gem Plumbing & Heating of Lincoln, R.I.
Gemma's company is the ...