Technician Onboarding Process Reference

Why this matters

A new tech's first 90 days set the trajectory for their entire tenure. Done well, they become a productive long-term team member who refers other techs and stays for years. Done badly, they get frustrated, develop bad habits, hate the job, and quit (or worse - stay and underperform). The cost of bad onboarding is significant - many thousands per failed hire in wasted recruiting, training, and lost productivity. The structure is straightforward; what stops most shops is not having a written program.

Pre-arrival prep (week before start date)

• Send welcome email with first-day logistics: where to arrive, parking, who to ask for, what to wear, what to bring
• Order uniforms / company shirts in the right size
• Set up tools and toolbox - pre-stage basic kit if company provides
• Configure their accounts: email, dispatch app, fuel card, phone (if company-provided), payroll
• Reserve their truck if dedicated; otherwise schedule a vehicle
• Print or assemble onboarding folder: handbook, benefits forms (I-9, W-4, direct deposit), code references, safety manual

Day 1

• Welcome and tour (30-60 min): meet the team, see the office, dispatch area, stockroom, shop
• Paperwork (30-45 min): I-9, W-4, direct deposit, benefits enrollment, handbook acknowledgment, drug-testing consent (if applicable), background check verification
• Safety briefing (30 min): OSHA basics, jobsite safety, PPE requirements, vehicle safety, electrical safety (if applicable)
• Tool inventory and check-out: company-provided tools logged; expectations on tool care
• Truck assignment and inspection: walk through the vehicle, register the keys, check for tools and consumables
• Dispatch system orientation (1 hour): how the dispatch app works, how to clock in/out, how to read job tickets, how to log materials and time
• Lunch with the team if practical

End-of-day: send the new tech home with a clear schedule for the rest of the week. Tomorrow's first task should be on the calendar.

Days 2-5

Shadowing / ride-along - the new tech rides with a senior tech (NOT the owner - too distracting and intimidating). Senior tech demonstrates:

• Day 2: arrival routine, customer greeting, basic service call flow
• Day 3: common service tasks (the trade's bread-and-butter - A/C tune-up, drain cleanout, fixture install, etc.)
• Day 4: more complex / variable tasks; customer communication for difficult situations
• Day 5: handling parts running, invoicing, customer signature, end-of-day routine

The new tech should be participating by Day 5 - turning wrenches under supervision, not just watching.

Week 2

Lead tech with new tech as helper. Senior tech is still primary; new tech is helping with hands. By end of week, the new tech is doing more work, with the senior tech checking quality.

Daily 15-minute debrief at end of day: what went well, what was confusing, what to focus on tomorrow.

Introduce process / standards:

• How to use the diagnostic flowchart for common problems
• Customer-callback prevention checklist
• Cleanup expectations (drop cloths, fingerprints, shoe covers)
• Photo documentation requirements

Weeks 3-4

Solo with check-ins - new tech runs simple calls alone but with frequent check-ins:

• Morning brief: what calls are scheduled
• Mid-day check: how's it going, any issues
• End-of-day review: what was done, what was learned, any problems

Office or senior tech available by phone for questions.

Continue ride-alongs once or twice a week for the harder / more complex work - the new tech sees senior work that they're not yet doing.

Weeks 5-8

Solo on most calls with weekly review meetings (30-60 min):

• Recap completed work
• Discuss any callbacks
• Identify training needs
• Set goals for next 2 weeks

Begin manufacturer training:

• Sign up for the OEM training the trade requires (Carrier, Trane, etc.)
• Online modules + in-person classes
• Track completion in a learning management system

Begin code review:

• Walk the current code chapter relevant to the trade
• Quiz on common compliance issues
• Build code-book familiarity (this is exam-prep level material)

90-day milestone

30-60-90 day reviews at structured points:

30-day review (after week 4):

• Are basic systems clicking? Is the tech comfortable with dispatch software, billing, customer interaction?
• Strengths and weaknesses identified
• Specific training plan for weeks 5-8
• Compensation review if applicable (e.g., move from training rate to journey rate)

60-day review (after week 8):

• Is the tech generating revenue at expected rate?
• What's the callback rate compared to senior techs?
• Customer satisfaction feedback
• Specific goals for weeks 9-12

90-day review (after week 12):

• Promote to full status (if applicable; pay bump, more responsibility)
• Formal performance evaluation
• Begin progression conversation (mentor newer techs? specialty certifications? leadership track?)

Curriculum / training topics

A well-designed onboarding covers:

Trade fundamentals (varies by trade):

• Code overview and where to find specific requirements
• Safety: OSHA, PPE, electrical, fall protection, chemical handling
• Common services and the procedures for each
• Brand-specific equipment training (Carrier, Goodman, etc.)
• Diagnostic flowchart for common problems

Business / customer side:

• Customer service standards (greeting, listening, explaining, presenting recommendations)
• Pricing system (flat-rate book or hourly + materials)
• Sales process (how to present options without being pushy)
• Documentation requirements
• Time management

Vehicle / tools:

• Truck inventory list
• Restock procedures
• Tool maintenance and replacement
• Vehicle care

Company-specific:

• Software training (dispatch, time tracking, invoicing)
• Communication standards (response time, escalation)
• Reporting expectations

Mentorship matters

Pair new techs with a designated mentor (a senior tech, not the owner). Mentor:

• Available for questions during the day
• Reviews the new tech's work informally
• Helps with the trickier parts of the job
• Models the company's standards

Mentor compensation: some shops pay a small monthly bonus to mentors; others build it into senior tech compensation.

Mentor failure mode: new tech can't reach the mentor or the mentor is dismissive. Watch for this; rotate if needed.

Common onboarding mistakes

References

• ATA / industry trade association training resources
• ServiceTitan / Housecall Pro / Manuall built-in onboarding workflows
• BLS (Bureau of Labor Statistics) data on tech turnover (industry average ~30% annual)
• Service Roundtable benchmarking (callback rate, productivity metrics by trade)