Weeks 2-4: Ride-Along Observation Phase

Overview

During Weeks 2–4, the new service tech rides along with an experienced Spartan technician on live service calls. The goal is observation — learning Spartan's call process, customer interaction standards, and technical approach. Spartan uses the Nexstar ride-along and coaching framework throughout this phase.

Who Supervises

Assigned senior service technician (designated by Operations Manager). The senior tech is responsible for debriefing the new hire after each call.

Ride-Along Objectives

By the end of this phase, the new tech should be able to:

Describe the full Spartan Service Call Process from pre-arrival to close

Explain the Good/Better/Best options framework

Identify common service call types and initial diagnostic steps

Demonstrate proper home protection procedures (shoe covers, mats, drop cloths)

Describe how to document a job in ServiceTitan including photos and notes

Daily Ride-Along Expectations

• New tech accompanies senior tech on all calls for the day
• New tech observes, does not speak directly to customers unless introduced
• After each call, senior tech debriefs: what went well, what to watch for
• New tech takes notes in a training journal (paper or phone note)

Nexstar Ride-Along Scorecard

The Nexstar Coach's Evaluation Scorecard is used for formal assessments. Sections assessed:

Pre-Call Phone Script (awareness only during observation phase)

Door Approach & Greeting

Diagnose & Discover

Presenting Options

Closing Strong

5-Star Review Request

Senior tech conducts informal scorecard review at end of Week 3 to gauge readiness for assisted calls.

Milestone Check (End of Week 4)

Operations Manager meets with senior tech and new hire to assess:

• Is the tech ready to begin assisted calls?
• Any safety or attitude concerns?
• Areas needing extra focus in Weeks 4–6?

If not ready, ride-along phase extends. No shortcuts.

Important Notes

• The new tech should not touch tools or perform work during the first week of ride-alongs
• By Week 3, senior tech may allow the new hire to assist with basic tasks (handing tools, staging equipment)
• Any customer complaints during this phase must be reported to Operations Manager same day

Related SOPs

• Service Call Process (all 9 cards)
• Options Presentation (Good/Better/Best)
• Arrival & Home Protection Procedures
• Photo Documentation Requirements

Slack Operational Insights

The Spartan arrival checklist must be logged in Slack (from multiple job channels): During ride-alongs, the senior tech models posting: ETA, arrival confirmation, 5-star door greet outcome, walkthrough summary, and photos of shut-off valves/PRV/drain cleanouts in the job Slack channel. The new tech must observe this and understand why it is required — it is tracked.

Vitals Check language (Slack: #isaac-elam-field-support): The correct term is "Vitals Check" — not "inspection." When taking vitals, the tech explains the purpose of each step upfront. Walk through the home together with the customer. This is a transparency practice that prevents dissatisfaction.

Decision-maker awareness (Slack: training): During ride-alongs, observe how the senior tech identifies decision-makers early. If the customer says "for now" when asked about decisions, this is a red flag — another decision-maker exists. Follow up: "Is there anyone else who should be part of this decision?"

Call your manager before presenting options (Slack: field support channel): Techs are instructed to contact their manager before presenting options. During ride-alongs, the new tech observes how the senior tech handles this call — this is a coached behavior, not optional.