Service Tech Onboarding Overview (90-Day Plan)
Overview
This card outlines the complete 90-day onboarding program for all new Spartan Plumbing service technicians. The program takes a new hire from orientation through full independent operation, with structured checkpoints at 30, 60, and 90 days. Spartan follows Nexstar Network training standards throughout this program.
Who This Applies To
All newly hired Plumbing Service Technicians at Spartan Plumbing, including transfers from other roles with no prior Spartan service experience.
Program Timeline
| Phase | Timeline | Focus |
|-------|----------|-------|
| Orientation | Week 1 | Safety, systems, company culture |
| Tool & Equipment | Week 2 | Tool certification, vehicle setup |
| Ride-Along | Weeks 2–4 | Shadow experienced techs on live calls |
| Assisted Calls | Weeks 4–6 | Perform work with senior tech present |
| Supervised Independence | Weeks 6–8 | Run calls solo with supervisor monitoring |
| Full Independence | Weeks 8–12 | Solo runs, 30/60/90-day reviews |
Prerequisites
- Offer letter accepted and paperwork complete (Paylocity onboarding)
- Valid Ohio driver's license on file
- Background check and drug screen cleared
- Assigned company vehicle confirmed
30-Day Milestone
Tech can perform basic service calls (drain clears, faucet replacements, toilet work) with minimal supervision. Has completed safety certification and tool training.
60-Day Milestone
Tech handles full service calls independently. Presenting Good/Better/Best options correctly. Averaging options presentation on all appropriate calls.
90-Day Milestone
Tech operates fully independently. Meeting ticket average and conversion rate benchmarks. Completing ServiceTitan job documentation correctly on every job.
Completion Criteria
- All safety certifications signed off
- Nexstar ride-along scorecard passed (minimum 80%)
- 90-day review completed with Call By Call Manager
- No outstanding performance concerns
Related SOPs
- Week 1: Orientation & Safety Certification
- Week 2: Tool Proficiency & Vehicle Setup
- Weeks 2–4: Ride-Along Observation Phase
- 30-Day Skills Assessment
- 60-Day Skills Assessment
- 90-Day Review & Full Independence
Slack Operational Insights
Onboarding start times (Slack: #recruiting): Install positions start at 7:00 AM; all other roles begin at 9:30 AM — communicate this to new hires before Day 1 to prevent confusion.
ServiceTitan training is mandatory before deployment (Slack: #training): New technicians need formal ServiceTitan training, followed by ride-alongs where they handle the ServiceTitan portion under supervision. A tech dispatched without this training creates documentation errors that affect KPI data.
Ride-along booking (Slack: #recruiting): When new people do ride-alongs with technicians, they must be booked into ServiceTitan as an admin job. Do not let ride-alongs go untracked.
Drug test window (Slack: #recruiting): After setting up a drug test for a new hire, they have a 5-day window to complete it. Communicate this window clearly during onboarding prep — missed windows delay start dates.