Weeks 6-8: Supervised Independent Calls
Overview
During Weeks 6–8, the new service tech runs calls fully independently — no senior tech in the truck. The Operations Manager conducts random ride-along audits and reviews ServiceTitan documentation daily. This phase proves the tech is ready for full independence. ## Who Supervises
Operations Manager monitors remotely via ServiceTitan and conducts minimum 2 in-person ride-along audits during this 2-week phase. ## Tech Responsibilities
The tech is now fully responsible for:
- All pre-call confirmation and scheduling coordination
- Every aspect of the service call from arrival to close
- ServiceTitan documentation completed before leaving each job site
- Maintaining average ticket and conversion rate expectations
- Responding to customer callback requests within 2 hours
## Performance Benchmarks (Weeks 6-8)
| Metric | Minimum Target |
|--------|---------------|
| Good/Better/Best presentation rate | 90% of eligible calls |
| Photo upload rate | 100% of jobs |
| ServiceTitan notes complete | 100% of jobs |
| Customer callbacks within 2 hrs | 100% |
| Nexstar scorecard (when audited) | 80%+ |
## Operations Manager Audit
Operations Manager will ride along unannounced on at least 2 calls during this phase. After each audit:
- Immediate verbal debrief on the call
- Written scorecard completed and stored in employee file
- Any issues documented and addressed within 24 hours
## Escalation Rules
During this phase, tech must call Operations Manager before:
- Any job exceeding $3,000
- Any recommendation for repiping, sewer line work, or full water heater replacement
- Any customer who becomes hostile or threatens complaint
- Any situation where the tech is unsure of the diagnosis
## End-of-Phase Advancement
Operations Manager approves advancement to full independence based on:
- Consistent 80%+ Nexstar scores
- No unresolved customer complaints
- Documentation compliance at 100%
- 30-Day Skills Assessment completed and passed
## Related SOPs
- Service Call Process (all 9 cards)
- Photo Documentation Requirements
- 30-Day Skills Assessment
## Slack Operational Insights
ServiceTitan KPI tracking is live (Slack: #training-lab): Once independent, the tech's KPIs are tracked in real time: Revenue Per Lead ($5,000 target), Lead Creation Rate (75%+), Gross Blend Average ($1,500+), and Recall Rate (3% or under). The first week of independent calls reveals actual performance — coaches pull data the same week. Recall rate above 3% triggers coaching review (Slack: management channel): "A recall rate above 3% indicates subpar work and sloppy technicians. " During the supervised-independent phase, any callback is reviewed for root cause. Thread tape on cleanout plugs, thorough work checks before leaving — these habits must be solid by now. Lease recall frustration from the Phone Closer (Slack): "Leak recalls indicate a lack of thorough work checks. " The install/service team's ability to offer turnover solutions depends on a clean recall rate. A single recall can cost more than the job revenue.