How to Train New Technicians in Field Service (2026)
90-day onboarding program, trade-specific skill checklists, safety training, customer service standards, and performance reviews.
Most crews “shadow” for a few weeks and hope for the best. That’s how vans get wrecked, callbacks double, and customers feel like test subjects. A documented 90-day plan gives every new hire the same standard and protects your brand.
Use the playbook below as-is or plug the sections into the Toolfy onboarding workflow so ops, HR, and mentors share the same dashboard.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Training timeline (Day 0–Month 3)
Consistent milestones stop “forever apprentices.” Map each phase to a Toolfy project board so stakeholders can sign off.
Before day 1
- • Send welcome pack + paperwork checklist
- • Issue logins for Toolfy, payroll, email, mileage tracking
- • Prep uniform, PPE, van access, starter tools
- • Assign mentor + publish week-one schedule in Toolfy
Month 1: Foundation
- • Shadow lead tech for 10–15 jobs across service types
- • Daily safety/toolbox talks + PPE sign-off
- • First micro-jobs (<30 minutes) by week three
- • Daily debrief with mentor logged in the job card
Month 2: Building independence
- • Handle wider variety of jobs with mentor on standby
- • First emergency callouts paired with experienced tech
- • Introduce upsell/quote workflows + add-ons
- • Weekly manager check-ins: utilisation, callbacks, upsells
Month 3: Autonomy
- • Own schedule + routing inside Toolfy
- • Solo emergency coverage following escalation plan
- • Mentor incoming apprentice on basic tasks
- • 90-day review + probation decision filed in HR record
Trade skill checklists
Copy/paste into your LMS or Toolfy task templates so every trade lead signs off the same standards.
Plumbing
- • Leak tracing + damp diagnostics
- • Drain unblock + camera basics
- • Sanitaryware installs, isolation valves, pipework joins
- • Boiler troubleshooting (Gas Safe if qualified)
- • Water pressure diagnostics + emergency shut-off protocol
Tools to master
Pipe cutters, wrenches, blowtorch, drain rods, pipe freezing kit, pressure testers
Electrical
- • Safe isolation + lock-off/tag procedures
- • Lighting circuit installs + smart controls
- • Consumer unit basics + RCD testing
- • Fault finding + insulation resistance testing
- • 18th Edition paperwork + test forms
Tools to master
Multimeter, continuity tester, socket tester, thermal camera, cable detectors
HVAC
- • Heating system service + diagnostics
- • Boiler benchmarking + fault codes
- • Thermostat/control installs
- • Refrigeration basics + leak detection (if F-Gas)
- • System balancing + flushing
Tools to master
Manifold gauges, combustion analyser, leak detector, vacuum pump, flaring tools
Cleaning / FM
- • Chemical dilution + COSHH compliance
- • Hard floor stripping + sealing
- • Carpet extraction basics
- • Window cleaning at height / access equipment
Tools to master
Buffers, extraction machines, PPE, measuring bottles, access equipment
Safety requirements
Insurance and regulators expect written evidence of refreshers. Record completion in Toolfy’s safety log.
Core modules
- • COSHH handling + location of Safety Data Sheets
- • Manual handling: lift limits, team lifts, trollies
- • Daily vehicle checks + lone worker protocols
- • Incident reporting flow (near-miss + accidents)
Trade-specific
Electrical
- Safe isolation kits
- Arc-flash awareness
- Electrical injury first aid refresher
Gas
- Gas Safe paperwork, flue testing, CO poisoning signs
- Gas leak evacuation + ventilation rules
Carpentry/Fabrication
- Power tool permits
- Dust/silica control + mask fit
- Temporary structural supports when removing walls
Customer & communication standards
Customers judge the new hire before they see the work. Script the “doorway intro,” proof-of-progress photos, and payment conversations so language matches your brand.
- Teach the 90-second briefing: arrival, plan, duration, payment terms.
- Require before/after photos for jobs over £250 to kill disputes.
- Role-play tough conversations using scripts from no-show protocol and price objection guide.
Software + Toolfy onboarding
Digital habits built on day one eliminate admin drama later.
- Job cards: Start/stop timers, upload photos, collect signatures.
- Inventory: Use Toolfy van checklists to track restocks.
- Training board: Mentors tick modules so HR sees progress.
- Review automation: Trigger Google review request after completion.
Shadowing schedule & ride-alongs
Shadowing without structure wastes payroll. Define who they ride with and when they transition to solo routes.
| Week | Lead tech | Focus |
|---|---|---|
| 1 | Lead tech #1 | Safety walk-through, customer intros, paperwork basics |
| 2 | Lead tech #2 | Diagnostics + quoting, supplier workflow |
| 3 | Lead tech #1 | Solo micro-jobs with QA review in Toolfy |
| 4 | Lead tech #3 | Emergency protocols + after-hours comms |
30/60/90 performance reviews
Formalise reviews so you can prove the support you provided if probation fails.
- 30-day: Attendance, safety compliance, Toolfy adoption.
- 60-day: First-time fix rate, upsell recognition, customer feedback.
- 90-day: Utilisation, callback rate, readiness for overtime/emergency rota.
Store review forms alongside payroll docs for legal coverage.
Common mistakes that derail onboarding
Certification & development
Publish a training matrix so techs see the path from junior to lead. Tie pay rises to completed modules.
- Budget at least one certification/manufacturer course per tech annually.
- Host lunch-and-learn rotations where senior techs teach diagnostics, quoting, comms.
- Use Toolfy tasks to remind managers before certificates expire.
Training documentation checklist
Documentation protects you legally and proves the investment when applying for grants or accreditations.
- • Signed training checklist for each module uploaded to HR folder
- • PPE issued + acknowledgement stored against technician profile
- • Shadowing log (dates, job numbers, mentor signature)
- • 30/60/90-day review templates completed and filed
- • Retention: hold records for minimum 3 years (or insurer requirement)
Store everything centrally so completed forms, signatures, and review PDFs live alongside the technician's jobs. HR, ops, and compliance all see the same record without hunting through folders.
Build a pricing command center in Toolfy
- •Quote templates, emergency premiums, and deposits all in one library
- •Real-time job costing shows margin before you send the quote
- •Scenario calculators feed straight into invoices and payment plans
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