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The Ultimate On-Call Technician Onboarding Checklist
A complete, step-by-step checklist to ensure your new on-call technicians are prepared, confident, and ready for any after-hours emergency.
Properly onboarding a new on-call technician is one of the most critical investments you can make. A well-trained tech makes fewer mistakes, provides better service, and is less likely to burn out. A poorly trained one can cost you customers and create chaos.
Use this comprehensive checklist to standardize your training process and set every new team member up for success.
Onboarding Checklist
Phase 1: Pre-First Shift (Paperwork & Protocols)
- Review and sign on-call compensation agreement.
- Thoroughly review the company's Emergency Response Protocol.
- Receive and understand the on-call rotation schedule.
- Get contact list for escalation (manager, owner, etc.).
Phase 2: Tools, Vehicle & Technology
- Inspect and confirm on-call vehicle is fully stocked with common emergency parts.
- Receive company phone, charger, and any other required hardware.
- Log into all necessary apps (scheduling, dispatch, payment processing).
- Test GPS and communication tools to ensure they are working correctly.
Phase 3: Mock Call & Scenario Training
- Role-play a P1 Critical Emergency call from dispatch to resolution.
- Role-play a non-emergency call to practice de-escalation and scheduling.
- Practice filling out a Post-Incident Report correctly.
- Shadow an experienced on-call technician for one shift (if possible).
Phase 4: First Week & Ongoing Support
- Manager to debrief with technician after their first solo on-call shift.
- Review all reports filed during the first week for accuracy and completeness.
- Schedule a 30-day check-in to discuss challenges and answer questions.
Make Onboarding Even Easier
When your dispatch and reporting processes are automated by a platform like CallReply, training becomes simpler. Your team learns one system, not a dozen manual steps.
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