60-Day Skills Assessment
Overview
The 60-Day Skills Assessment is the midpoint checkpoint for service technician onboarding. By 60 days, the tech should be running all standard service call types independently and beginning to show consistent ticket average performance.
Who Conducts
Operations Manager. May include Josh Ferguson for techs showing strong development or for any tech requiring a performance discussion.
Assessment Format
Section 1 — Performance Metrics Review
Pull from ServiceTitan for the prior 30 days:
- Average ticket value (target: meets or trends toward team average)
- Good/Better/Best presentation rate (target: 90%+)
- Conversion rate on presented options
- Callback rate (target: under 5% of jobs)
- Photo and documentation compliance (target: 100%)
Section 2 — Ride-Along Assessment (Nexstar Scorecard)
Full Nexstar scorecard on 1 live call:
- Minimum passing score: 80% (higher bar than 30-day)
- Focus areas: Options presentation, closing, and 5-star review request
Section 3 — Technical Proficiency Check
Verbal or scenario-based review of:
- Water heater diagnostics and replacement (tank and tankless)
- Drain diagnostics and clearing
- Toilet replacement decision process
- When to call for backup (sewer, repipe, gas line)
- Proper use of Cart Jetter if trained
Section 4 — 1:1 Development Conversation
- Review 30-day improvement items (if any) — are they resolved?
- Career development: specialization interests (water treatment, gas, drains)?
- Compensation review trigger: has the tech met the 60-day performance threshold for bonus eligibility?
- Confirm the tech knows their 90-day targets
Outcomes
| Result | Action |
|--------|--------|
| All targets met | Advance to 90-day review on schedule; bonus eligibility confirmed |
| Minor gaps | Document development plan; Operations Manager checks in weekly |
| Significant gaps | Josh involved; structured 30-day improvement plan |
Related SOPs
- 30-Day Skills Assessment
- 90-Day Review & Full Independence
- Service Tech Onboarding Overview
Slack Operational Insights
Dispatching errors affect KPI scores (Slack: field support): If a tech was dispatched to a non-opportunity job during this period (wrong address, misbooked, duplicate), those jobs must be flagged and corrected in ServiceTitan before the 60-day review. A clean KPI review requires clean data.
LTO commission by 60 days (Slack): A tech who has set up at least one LTO situation by 60 days is ahead of the curve. The 3% LTO commission is paid when the job closes and payment clears. Flag this milestone during the 60-day review — it signals the tech is thinking like an experienced Spartan tech.
Call-off pattern check: If the tech has had any absences, review the pattern before the 60-day review. Any call-off pattern is addressed now — before it requires formal documentation.