The first hire is the hardest moment in a repair shop. Suddenly you're not just repairing devices; you're managing people, quality, and accountability. Here's the operating rhythm that works.
Assign every ticket to a technician
An unassigned ticket is nobody's ticket. Every intake gets assigned before the customer leaves. If your senior tech is out, assign it anyway — reassignment is trivial; unowned tickets stall forever.
PIN switching, not sign-in/sign-out
Multi-tech shops that share a shop computer waste 5–10 minutes per user per day on sign-out / sign-in. Use Repair Hub Pro's PIN authentication instead: one browser tab stays open, techs switch users with a 4-digit code, and every action is still attributed correctly.
Daily standup, five minutes
Every morning: what's on your board, what's blocked, what needs a hand. Five minutes tops. This prevents the two most expensive problems — techs redoing work someone else already did, and stalled tickets nobody's watching.
Track per-tech metrics
- Tickets completed per week
- Average turnaround time
- Warranty return rate (a quality signal)
- Revenue per tech
Don't publicize these to shame anyone. Use them privately to coach and to spot burnout before it becomes turnover.
Written procedures for the top 20 repairs
Your top 20 repair types should have written step-by-step procedures (or short videos). This is what turns a new hire into a productive tech in weeks, not months. It also standardizes quality across your team.