90-Day Review & Full Independence
Overview
The 90-Day Review is the final checkpoint of the Service Tech onboarding program. A tech who passes this review is considered fully onboarded, independently operational, and eligible for the full bonus structure. This review is conducted by Josh Ferguson (or Operations Manager with Josh's input).
Who Conducts
Josh Ferguson with Operations Manager present. Documented and signed by all parties.
Format
Section 1 — Full Performance Review
30-day trailing metrics from ServiceTitan:
- Average ticket value vs. team benchmark
- Good/Better/Best presentation rate
- Conversion rate
- Callback/rework rate
- Photo and documentation compliance
- Customer review (Google stars left from tech's jobs if trackable)
Section 2 — Final Nexstar Scorecard
Operations Manager conducts one full ride-along assessment:
- Minimum passing score: 85%
- Any score below 85% delays certification and requires a 2-week improvement plan
Section 3 — Independence Certification
Tech demonstrates or verbally confirms competency in:
- All standard service call types (water heater, drains, fixtures, toilets, sump pumps, garbage disposals)
- Gas line diagnostics awareness (knows when to call a licensed gas tech)
- CO testing procedure after water heater installs
- Full ServiceTitan workflow end-to-end
Section 4 — Compensation & Development Review
- Confirm all pay structure elements (base, performance bonus eligibility per Paylocity records)
- Review any specialization path (water treatment cert, Nexstar advanced training)
- Set 6-month goals
Completion Certification
Upon passing, Operations Manager signs off on the 90-Day Completion Form and files it in the employee record. Tech is now:
- Fully independent on all standard service calls
- Eligible for full monthly bonus structure
- Assigned to standard dispatch rotation without senior tech oversight
If Not Passing
If the tech does not meet 85% on Nexstar scorecard or shows significant metric gaps, Josh determines whether to extend onboarding (additional 30 days) or begin a Performance Improvement Plan.
Related SOPs
- 60-Day Skills Assessment
- Ongoing Development & Specialization Tracks
- Performance Review Process
Slack Operational Insights
Full bonus eligibility starts after 90-day certification (Whale job posting): Monthly bonus (max $1,950) is available after 60 days, but full independence and associated bonus structure unlocks at the 90-day review. Be explicit about this during the review.
Ongoing development tracks begin now (Spartan standard): Water Treatment Specialist, Drain & Sewer Specialist (Cart Jetter), and LTO Specialist are the primary tracks. Introduce all three during the 90-day review and let the tech express preference.
Personality assessment for advancement (Slack: #mpdm-josh): Employees advancing toward senior or coaching roles may complete a Prevue personality assessment. Introduce this option during the 90-day review for any tech showing strong potential.