Let’s dive right in with a bold statement: the landscape of technician training and retention is evolving, and understanding what makes a technician truly great is essential for any organization in the industry. I’m Victor Cummings, the Vice President of Service Operations at Rush Enterprises, and I want to share my thoughts on this crucial topic.
So, what exactly defines a good technician? In my perspective, it revolves around two key elements: attitude and aptitude. First and foremost, we seek individuals who have a genuine desire to be technicians. There's an inherent quality—a kind of DNA—that drives them to learn, grow, and expand their technical knowledge. This foundational aspect is where everything begins. Naturally, work ethic and commitment play vital roles as well. While there are multiple factors that contribute to a technician's success, it ultimately comes down to their attitude and their ability to learn.
Now, you might be wondering how long it typically takes for a promising technician to evolve into an exceptional one. Based on my experiences at Rush, we categorize our technicians into levels one through five, with level one being the starting point. Generally, most technicians progress through these levels annually, meaning that it usually takes around five years for someone to reach level five. Of course, some may achieve this milestone sooner, while others might take a bit longer. But on average, you can expect it to be about a five-year journey toward mastery.
Speaking of numbers, do you know how many technicians are part of the Rush team? We have nearly three thousand technicians employed across our various divisions, including the Rush Truck Center, body shops, and Rush truck leasing departments. So, when we say three thousand, we’re looking at a comprehensive figure that encompasses all our technicians.
Retention of these trained technicians poses a significant challenge. It’s a dynamic issue that the entire industry grapples with. Reflecting back twenty or thirty years, there was a surplus of technicians compared to quality job opportunities available. Fast forward to today, and we find ourselves in the opposite situation, where there are more job openings than qualified technicians. This imbalance makes it relatively easy for a technician to switch jobs—often in search of better pay or other incentives. For less experienced technicians, the decision to leave can sometimes stem from emotional factors.
Interestingly, we’ve noticed that our level four and five technicians exhibit remarkably low turnover rates. Once they surpass the midway point in their career progression, they tend to stay with us for the long haul. This indicates that engagement is crucial, particularly for those at the lower levels. Maintaining strong engagement with these technicians is perhaps the single most critical factor in retention.
When I mention engagement, what does that entail? It’s often the simple things, like walking through the shop and engaging in conversations with technicians. Getting to know them personally and holding meetings with new hires allows us to understand their challenges and frustrations. There isn’t a one-size-fits-all solution or a magical formula for retaining lower-level technicians, but we’ve found that consistent engagement is the common thread that leads to success. When we prioritize open communication, support, mentorship, and guidance, we see significantly lower turnover rates among our technicians.
This brings us to a thought-provoking question: in your experience, what strategies do you believe are effective for retaining skilled technicians? I'd love to hear your thoughts and opinions on this matter in the comments below!
