Impact Service Technicians Showcase Expertise at the Annual Service Olympics
October 5, 2018
Maintaining high standards throughout the customer experience is key to Impact’s continued success. On October 5th, Service Technicians representing the 17 branches came together to show their expertise in exceeding client expectations during the fourth annual Impact Service Olympics.
This half day competition, hosted at Joe’s Live in Rosemont, incorporated individual and team events to test technician skills in relation to hardware and networking troubleshooting, parts removal, technical knowledge testing, company trivia and team-focused communication exercises. With this series of skills-based tests, Impact leadership wanted to encourage continued technical competence, build a sense of enjoyment for competition and emphasize the need for teamwork and camaraderie when it comes to the jobs technicians do. This event was also dedicated to recognizing Service Technicians for their achievements, as noted by Jeff Ford, Vice President, Client Experience, who emphasized that “The company cares about the job they do and understands that it’s an important part of the Impact client experience.”
Service Technicians must have a strong understanding of the vendor products they service in order to quickly assess and fix errors encountered by clients. Impact proudly holds an 87.79% Net Promoter Score and an 82.7% first call effectiveness rating, and wants to continue reaching these high numbers through consistent performance, productivity and growth and development opportunities. During the competition, teams were assigned a specific machine and given 20 minutes per round to fix errors, remove and replace parts, perform device setups and demonstrate common uses. Individuals and teams displayed in-depth product knowledge of machines from the inside out, and showed a willingness to collaborate with a communication-emphasized relay.
The annual Service Olympics is not just a competition - it’s also an opportunity to highlight individual achievements. The team welcomed new hires and celebrated the promotions of its dedicated staff, and discussed the growing partnerships between Impact and vendors. Representatives from Konica Minolta and Ricoh’s US branches, along with representatives from Ricoh Japan, observed the competition and presented a series of awards, including the Konica Minolta Pro Tech, Gold and Silver Seals and Tech of the Month Awards, and the Ricoh Prestige and Circle of Excellence Awards. In total, 35 individual technicians received recognition for their quality service, knowledge and reliability.
Along with the prizes and raffles offered during this competition, Impact hosts several trips for top-performing Service Technicians and teams, including an annual fishing trip, the Ricoh Prestige Awards dinner and various team outings throughout the year. Reflecting on this event and others, Vice President of Client Experience, Jeff Ford, sums up the positive energy and growing excitement. “I was really proud of everyone in the Service Group, from the Olympic Committee to the competitive performers. [It shows] the enthusiasm of our competitors [and] Impact’s commitment to employee recognition.” With next year being the 5th anniversary of the Service Olympics, Impact hopes to make the future event an even bigger success and continue to find ways to achieve maximum client satisfaction and recognize the hard work of their Service Technicians.
Congratulations to the winning team:
The Chi-Town Rollers – Chicago Service Team
Pictured below from left to right: Juan Bahena, Michael Clarke, Ray Barlow (back), Adam LeGraff (back), Eddie Salazar, Arturo Ruiz (back), Michael DeVivo, Carl Grages (back), Nick Sineni, Ed Petritsch, Savdy Phou, Paul Amazzalorso (not pictured)