View the full 2008 Technical Services Practices Survey - PMMI

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EXECUTIVE SUMMARYJob DescriptionField Service Technician: Visits customer sites to perform initial start-up, maintenance and repairs ofmachinery, may include training, in-house assembly, machining, and phonesupport on technical issues.Service Delivery & UtilizationDown three percent from the 2005 study, thirty-seven percent of respondents use both dedicated servicetechnicians and assembly technicians, with a breakdown of 63% and 48%, respectively. Larger firms aremore likely to have both dedicated service technicians and assembly technicians than smallercompanies. Forty-four percent of the technicians are regional based. In a 40 hour week, approximately35 hours are “billable” to a customer. When service technicians are not “billable”, they are usually onloan to other departments (38%).24/7 support is provided by fifty-two percent of firms, down five percent over 2005. The various levels ofsupport are; phone support (67%), minimum time to get technicians on site (43%), remote diagnostics(32%), next day dispatch (26%), dispatch within 12 hours (19%), and same-day dispatch (18%).The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.2
EXECUTIVE SUMMARYCompensationSeventy-seven percent of responding firms pay time and one-half for overtime work completed Mondaythrough Friday. Sixty-seven percent pay time and one-half on Saturday. Double time is paid by fifty-sixpercent of responding firms for Sunday and sixty percent for Holidays.CompensationHoliday - DoubleTime49%60%Sunday - DoubleTime46%56%2006Saturday - Timeand 1/270%67%2008Overtime - Timeand 1/272%77%0% 10% 20% 30% 40% 50% 60% 70% 80% 90%Only seventeen percent of responding firms provide technicians a varying degree of salary dependenton the number/type of machines they can service.The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.3
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Page 6 and 7: EXECUTIVE SUMMARYTwenty-four percen
Page 8 and 9: EXECUTIVE SUMMARYBilling and Expens
Page 10 and 11: EXECUTIVE SUMMARYThe majority of tr
Page 12 and 13: DETAILED RESULTSOverall$0-$15,000Av

View the full 2008 Technical Services Practices Survey - PMMI

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