I had a lengthy conversation with Jeff Novotny of Field Nation. He is their Director of Marketplace Provider Operations.
Jeff and I discuss how YouTube can be used as a tool to help techs improve their skills. We discuss what Field Nation techs want, what they need to succeed, and the struggles new techs face getting started on Field Nation.
Mr. Novotny also discusses how Field Nation techs can level up their skills, how soft skills help technicians stand out, and Jeff’s Three “C’s” to success, and how to take measured risks on the Field Nation platform.
Lastly, Michael and Jeff discuss how to build relationships between techs and buyers, how to earn repeat business, and the freedom working on Field Nation gives you.
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🎥 Video Transcript:
really what we’re talking about are just networks of relationships
and networks of talent
and
networks of knowledge.
Hello, this is Michael with Field Tech Academy.
In today’s video, I’m going to be sharing a conversation that I had with Jeff Novotny.
The director of marketplace provider operations at Field Nation.
We discuss what technicians want,
what technicians need,
and struggles that new technicians face.
Let’s get into it.
I’m Jeff Novotny. I’m the
director of marketplace provider operations here at Field Nation. I’ve been at Field Nation for a little over two years, but I’ve got about 25 years in the field service industry managing technicians, in both the telecom and the IT industries,
across
the US, Canada,
and a global environment.
Excited to speak with you today, Michael,
regarding
Field Nation and
the opportunities
we have with providers joining
our network.
My name is Michael
Firey and I’m with Field Tech Academy.
I am also a Field Nation provider.
I’ve been on Field Nation since 2011,
and I’ve done hundreds of thousands of dollars worth of business on Field Nation.
So I have
several years of experience being an employer
as well as a technician.
I
teach technicians about this industry
Because a a lot of them don’t even know the industry exists,
So a lot of times Field Nation is their first exposure to it.
I’m just fascinated by
that medium,
and the use of YouTube and how folks get involved in it and,
provide the, the content that’s out there. I because I’m a consumer of it. Right. Like I’m, I’m a consumer of whether
I’m
looking at field tech information or I’m just working on my truck.
I consume the
the information that’s out there and I love it.
That’s been so funny. Like on some of my videos you get the haters that will comment and they’ll be like anybody that that gets their information from some YouTube channel doesn’t deserve to be a tech.
I’m like, this is the new world.
That’s the information sharing. You’re absolutely right. That’s how you knowledge share.
And that’s the network. That’s the beauty of networking. And actually that is a, probably a great way to start in and talk about how
really what we’re talking about are just networks of relationships
and networks of talent
and
networks of knowledge.
You obviously are diving into the network of knowledge with with your channel. And what is Field Nation, what do techs need, and just in general in the industry.
And
we have a network of,
as a marketplace, of buyers and providers. And how do we connect those. And, and I think everything is
is really just getting into those, those networks
and just kind of exploring them. So I, I use the network, again, as for knowledge as well. The YouTube network.
It enhances my life at work and enhances my life at home.
I even use it for my technical skills that like even Excel spreadsheets. Like I go out there and I learned how to do Excel.
So does that mean I’m not
a good
business acumen because I have to go to YouTube to figure out how to
write this complex formula? No, I’m just learning.
So I, I certainly do appreciate you. And I certainly appreciate you taking the time to do this. I think this is a win win for, for Field Nation and for you,
and actually
techs. The tech, all the techs out there that are trying to get into the industry and learn and figure out,
you know, how to get into the industry, how to survive in the industry, and how to grow their business in the industry.
I think this is a fantastic,
a way to do this. So,
All right Michael. So
as we start talking about
the providers that are out there and Field Nation.
I am very curious, from your perspectives, I know you talked to a lot of techs a lot of times.
As we talk about what techs,
as they approach the marketplace,
what do you feel like they need to know?
First of all, what do techs want
out of the marketplace? And then what do they maybe need to know
to access the marketplace and be successful in it? Is there any kind of high level themes
or things that you hear
from techs?
Well, I feel like A lot of the techs, especially the new techs, really struggle with getting tickets up front. They just they’ll come in to the platform and they’ll bid on tickets and they’ll bid on tickets, and they just they feel like they’re not getting any tickets assigned to them.
And I’m sure that’s hard. even, you know, because I try to think of it from the buyer perspective, too. You know, because I’ve been a buyer in the past, you know, I used to have a national network of technicians before OnForce and Field Nation and all these platforms existed.
And I built that up. And it’s always a question of, can I trust this tech to do the job?
Can I trust that they’ll show up? That’s always the first thing. Will they even show up?
So from a buyer perspective, I’m sure it makes them a little nervous to
assign a ticket to a tech they’ve never seen before.
That has no ratings,
and they can tell is new.
But of course, then on the flip side, a new technician is trying to get established. So it’s it’s a catch 22. You’ve got both sides of the equation. You know the guy I think the technician is just trying to get out there to make either maybe some extra money
or hopefully get themselves established where they can make a living off of Field Nation and and this industry.
That’s interesting. I know from our perspective we see techs coming in and I would say the probably the biggest thing for the providers that are signing up
is they’re absolutely hungry for the work.
They want the work. They want the experience. They want, How do I how do I fast track to get the experience that I need,
to build my
customer relationships, my customer network.
I know it can be frustrating right out of the gate
when they’re starting, Because they want to start at the top. Everybody wants to start at
the top,
But you have to build that, that momentum.
I mean, we’ve seen some best practices that have been successful of taking some smaller jobs, some, some less lucrative jobs just to get your name out there.
To start to build your reputation,
to establish your quality work history,
and then you can kind of start to move
your scope of work, your complexity of job, to the right a little bit.
with that also comes
potentially even more lucrative jobs,
more complex jobs, and
bigger customers and bigger names. And it just kind of snowballs after that. But that getting started can be frustrating for sure.
for techs. So is that kind of a common theme that you, you hear do techs have trouble
getting a foothold and started?
I think that is probably the number one thing that I hear. Because I follow a Field Nation group on Reddit,
and of course techs comment on my videos.
The biggest thing is,
I
can’t get those first few jobs.
And so I’ve kind of even one of my videos went into trying to say,
like what you just mentioned,
what do you need to do? Go after jobs that other techs don’t want.
And that can be jobs that don’t pay as well. Because,
like you said, everybody wants to start at the top.
But
you’re coming into the platform, nobody knows you.
You don’t have a reputation. So you have to think of it more as a marathon instead of a sprint.
And so you’ve got to take
that crummy little $25 job.
You’ve got to take a job that’s maybe an hour and a half, two hours away, that nobody else wants to drive to.
You’ve got to make those sacrifices on the front end to establish yourself, to establish your reputation, and of course
the next step in that is to actually do the job,
do it well,
and get yourself a rating from the buyer
by being excellent.
That takes time. It’s not going to be a fast process.
I agree. I think patience is key right up front.
I think another key is, is really
put some investment in marketing yourself.
Making sure that your profile
is
fully up to date and accurate,
and easy to read.
Professional pictures
and when you’re requesting work, professional outreaches, perhaps even in the messages
that
market yourself
to try and catch the attention of buyers.
I would also suggest that maybe
for your profile, making sure you’re aligned with industry requirements
that are out there.
There’s a lot of demand for the right licenses, the right certifications,
and making sure those are uploaded and accurate on your profile.
Once you do get a job, though,
I think that there’s
some things that techs need,
if they’re technically sound,
in addition to their technical skill sets,
that actually win over buyers in the long run and can start to build that network of buyers.
So to your point,
they start with
the less lucrative jobs,
but they
if they attack those,
they provide the greatest quality
that they can at those jobs. Those jobs will grow.
But what is what does that quality mean? And I kind of look at it from,
kind of what the techs need to know, I think I call it kind of my three “C’s”.
They have to be great communicators
number one.
Updating the buyer, or actually marketing right up front, updating the buyer on the
along the way,
and then closing out strong with the buyer
for sure.
You know, in the closing notes.
Commitment
is the second “C”. And that is
being on time.
Committed to delivering all the asked deliverables.
Making sure you’re accurate on your deliverables and then commitment to quality.
Do it right the first time.
But the biggest one is kind of that customer service piece.
And I feel like you may have heard this one before, and that is the soft skills of
professionalism
and building and marketing yourself and your business.
That your appearance is right.
Your language
and the way you speak
on site to customers is great.
Knowing who you’re representing on the job.
And then just leveraging that communication and commitment throughout your professional,
your customer service
drive.
Do you see techs
as that being a good skill that techs have
or a common skill? Rather, not a good skill, but a common skill that techs have?
And are they more successful than others
that don’t have that?
I think the soft skills are critical.
And what’s really sad is a lot of times, and especially in real life,
a lot of people don’t give you that feedback to tell you when your soft skills are lacking because they don’t want to hurt your feelings.
So a lot of guys don’t
get it because they just don’t know that they are lacking those soft skills.
They don’t know how to communicate
to a buyer in a way that presents professionalism.
Some guys will show up on a job site, and they will be wearing shorts and
ball caps, and things like that. And yes, they might have the skill set to do the job and be able to do it right.
But there’s
an element of showing up looking professional
that
passes through
from
the site
to the buyer.
But sometimes guys don’t listen
and they don’t realize how just these little things, it”s the death of a thousand cuts.
Like you said, they’re not reading through
the instructions to say, okay, I need all these deliverables.
So I need to make sure I’ve got this photo,
you know, the before photos,
the after photos, and that they’re the photos that the buyer wants.
You know, and like you said, the communication factor is huge. Being able to
respond to them, you know, when they make a phone call to you to check status. Guys get annoyed
when these buyers call and say, hey, it’s been an hour and a half.
Just checking in to see how you’re doing.
That annoyance comes through in your voice.
You can’t let that happen because, again,
these are humans on the other end of the phone. And I think we lose track of that as techs
working on a marketplace like this is
we forget that there’s humans involved.
That this isn’t just some program,
that
there’s a buyer on the other end that’s a human being, and they’re going to remember
and they’re going to see how you treated them.
And that’s going to play into whether you get a job from them or not.
I love it. The I totally agree. And so as the new tech comes on board,
they established themselves as great communicators,
you know, have great commitment. They build great quality.
They establish themselves as a customer service,
you know, guru, if you will.
Some additional soft skills might be just managing their schedule appropriately.
We talked about the communication, but really good written, oral, written and oral communication on both sides.
And I think all that’s important because it builds trust.
And as we build trust, as providers build trust with the buyers, as buyers build trust from the
providers.
Can you maybe
walk me through or talk about
some examples you’ve seen because you’ve managed techs,
you’ve done jobs yourself, and then you’ve talked to other providers.
I’m curious,
what are some of the best ways for technicians to then,
once they get their foot in the door,
to grow and build stronger relationships with some of those clients?
Well, I would hope that when you do a job for the buyer,
that you do a good enough job that they’re going to add you to their preferred list.
You know, and that’s that’s a big thing.
I get a lot of repeat business from buyers that will call me first,
because I did a job for them six months ago or 12 months ago,
and I did it well. And they know that I’m going to do the job right. So they call me first and give me a first shot at it.
So if you burn that bridge right up front,
you’re never going to hear from that buyer again.
That’s a first step.
Second step is obviously
completing the job doing it right.
And then I always tell people, make sure that you’re leaving a review for the buyer.
In my opinion, it’s a reciprocal thing.
I’m reaching out. I’m giving you a review. So I feel like hopefully that makes it more likely that the buyer will then leave me a review.
And there’s also times, if I was a new tech,
I’m established,
I’ve been doing this for 25 years.
It’s easy for me. So I have to stop and kind of go back and think, okay, if I was a new guy,
what would I be doing?
And one of the things I would be doing is I would make sure that my buyers are leaving me reviews.
Obviously doing the job right up front.
And if they’re not just automatically leaving, leaving a review, I mean, reach out to them. There’s nothing wrong with picking up the phone and saying, hey, I’m a new tech.
I’m trying to get established. Would you mind leaving a review for me?
Sending them a message about it.
Like you said, making sure your profile looks professional.
And to me,
the buyers that I’ve had the
best relationship with, obviously you’re conversational with them when they’re on the phone,
You know, you’re not a robot.
You’re also resourceful. I think the buyers that have liked me the most
are the ones that know that I’ll do whatever it takes to get this job done right.
If that means
I gotta run to the store and go grab something that we didn’t expect to need,
because we discovered something new, it’s like, oh, you know,
we didn’t know the rack was falling off the wall.
Pointing things out like that or, you know, observing potential problems
or finding solutions. Just being able to push it across the finish line because you get a lot of guys that,
they just can’t get the call across the finish line
and you got to be able to do that.
And if a buyer knows that you’re going to do what it takes to get that site up and running
and get it done right,
then they’re going to come back to you.
And just to be clear, before a tech just leaves site to go pick up additional parts or do additional things. They would of course need to talk to the buyer, document things in the ticket, make sure the buyer’s approving those additional parts, and the fact that the tech is leaving site.
Have you ever seen where techs maybe over extend and take jobs they shouldn’t have because they were desperate to try and get their foot in the door,
and would you suggest that that’s
a good risk or a bad risk?
Well, that’s a good question.
I’m a person. I’m mostly self-taught.
I didn’t go to a trade school to learn tech.
I didn’t go to college to learn tech. I went and I got a business degree.
You know, so that gives me soft skills, that gives me, you know, understanding of how to run a business.
I grew up out in the country.
I worked on cars,
My dad taught me how to problem solve and critically think.
And that is a skill set that I think you have to have to be a tech.
So then the question is,
how far do you push that when you’re taking service calls?
You can obviously get yourself
in over your head and not be able to do the job.
So there’s a balancing act in there. To me, what I feel like you need to have is you need to have the right tools. So you need to understand what tools you’re going to need for that task. You know, if it’s a network rack and stack, you know you’re going to have to have a laptop. You can have to have a console cable, you’re going to have to have putty software, you’re going to have to have a hotspot.
And maybe that’s something that
Field Nation, or even, and I try to do this on my channel, is to do videos on tool setups to say, hey,
you know, if you’re doing a rack and
stack, you need these tools. If you’re doing cabling, you need these tools. If you’re doing point of sale, you need these tools.
because if you at least have the right tools,
that’s a big step towards doing it.
Because you don’t have the right tools, you’re not gonna be able to do it even if you know how to do it.
Most of the buyers provide really excellent tech support.
So for most of your issues, your tech support can walk you through it. But you got to be willing to call them and say, hey,
I’m hitting something here that I don’t really quite understand, you know, how would you suggest we handle that?
And I would always take a little bit of a risk.
And even now I’ve done this for 25 years, I’ll still go out and do service calls to where I’ll see a piece of equipment that I’ve never seen in my life.
I’ll see terminology that I’ve never seen. I’ll get buyers that ask me to do something that I’ve never seen,
and most of the time, because I’ve got that foundational knowledge and the tech support,
it’s not a big deal.
To me, something like cabling is probably one of those things, to where that’s the hardest to bluff on.
You know, if I’m doing a rack and stack, tech support can probably walk me through getting that switch into the rack,
walking me through the connections, walking me through my laptop setup.
I think tech support can do that,
but when it comes to something like cabling.
That’s not something they can guide you on because they can’t see the building, they can’t see the ceiling.
You know, you’ve got to at least have some
construction knowledge, electrical knowledge,
or past history doing some cabling so you know how to get the cable from point A to point B in that building safely
and make it look nice.
So yes, in answer to your question, I think you do have to take risks to a point.
You just have to be careful not to overextend yourself and take on things where you know you don’t have the tools for it, or,
you know there’s just no chance you’re gonna be able to pull it off.
I think it’s interesting your comments earlier about
being
a problem solver.
Right.
And your technicians should be generally be problem solvers.
And then combining that with the idea around risk
and new equipment, which, by the way, technology is always evolving.
And so for any technician to say they know it all
we know is is a false statement.
Because technology every day
something new is out. So we’re always in this industry learning
and that’s okay.
Managing that risk,
at the same time,
you’re problem solving, is the delicate balance.
But then we also talked about
why it’s important to build a customer base. So providers want relationships with buyers. But I think it’s important to know
the buyers just as much
want relationships with providers.
For that exact same thing that you talk about is,
I need a problem solver that I can trust,
and I need somebody that is willing to learn technology as it evolves with me as a buyer, so that I can continue to service my end clients.
And that relationship goes both ways.
Establishing trust
buyer to provider and provider to buyer,
which I think is,
is a huge opportunity.
If, once techs get past the initial steps of getting themselves established,
marketed,
and foot in the door,
what are some of the big opportunities that you see techs when they have those relationships?
How does a marketplace like Field Nation benefit them in the long run?
I think that there’s a lot of benefits because there’s, especially for for an established technician, there is a lot of repeat business.
There are a number of buyers that will call me on the phone
before they ever put a ticket
publicly on Field Nation.
They will call me and they’ll say, hey, we’ve got a job coming up next week where we need to have a router installed or AP swapped out or whatever.
Are you available sometime next week to do this?
And they will just directly route the ticket to me. So the platform as a whole, like a new technician, would never see that.
And that’s
a challenge of being a new tech. But the benefit of being an established tech is those relationships bring you work on a consistent basis.
They’re going to come to me first,
and the overall platform is never going to see those tickets.
I love that
feedback. And you just basically put the exclamation point on the relationship.
When you when you have that kind of direct contact
and running it through the platform.
I think another thing that I’ve seen and in talking to some providers, is some of the benefits of that independent contractor on the platform is
not only those relationships,
but the lifestyle.
The freedom to choose,
the freedom to choose the work that you do.
When you do the work,
how you solve the problem, not just solving the problem, but how you solve the problem.
Just the creativity in solving the problem of of whatever work you’re working on.
You can choose the buyers you work with.
The partners, even laterally, the
providers you partner with.
As you establish yourself, you can choose which jobs you take based on pay.
You can choose which jobs you take based on location.
Basically, you’re choosing your own path to grow your business. And I think,
again, foot in the door,
building the relationships,
and then owning your path
as an independent contractor, is a lot of the value that I see.
I’m curious, do you ever see feedback like that from techs that
have long say, even in your own experience, have you felt that
freedom?
You know, Jeff, I think
that freedom is a huge deal to most technicians and to myself.
That’s one of the main reasons I am self-employed, and I am an independent contractor.
I wanted to be an entrepreneur since I even knew what an entrepreneur was.
I tried different endeavors over the years to become self-employed.
You know, I made mistakes along the way.
I’m now at a point where I feel very confident in my ability to make a living as a self-employed person.
What I’m trying to do at this point is to teach those coming up behind me, those that are just getting started. I want them to be able to learn from my experience, to avoid some of the mistakes that I made so they can become successful faster.
I have my own small business. I do service tickets for Field Nation buyers.
I work with other platforms and even direct clients.
All of these things combined give me diversification.
That diversification allows me to have the freedom of setting my own schedule, and the freedom of setting my own rates.
With Field Nation buyers, you have the freedom to set your own rates.
If a ticket is being offered at $25 an hour,
and if that’s not something you want to do, you don’t have to do it. But if you’re a new tech, then you may want to do that to get your foot in the door, to get your experience up.
You know, one thing, Jeff, that I love about Field Nation is that you can always make counter offers. Now there is a break point. I mean, obviously for jobs being offered at $25 or $35 an hour,
the buyer is not going to accept a counter offer of $60 or $70 an hour.
If you have a buyer that’s offering tickets, maybe in the $50 to $60 range,
and you’re an experienced tech, and you’ve got an established reputation on Field Nation,
you’re going to have a much higher likelihood of getting a buyer to accept a counter offer of maybe $65 an hour or $75 an hour,
or whatever your particular price point is.
You also have freedom of scheduling.
It’s your call whether you take a call or don’t take a call, whether you schedule time off or not.
Yesterday I had a funeral with a family member.
I knew about it ahead of time, so I was able to simply not bid on tickets for that time frame
and take that time to spend with my family and do what I needed to do in my personal life.
So as we wrap this up, we’ve kind of come full circle.
What advice would you give individuals who are maybe considering a career in IT service
for field work?
You know, the question is whether you want to be independent or whether you want to get a job.
Working on platforms like Field Nation as an independent contractor can give you that independence.
to
help you to earn money while maybe if… you may even be trying to build your own business, you know, your own brick and mortar, your own service business.
With flexibility to work around what you’re doing in your life.
You know, we talked about earlier how
the problem solver, the person that can figure things out, that mentality helps really well in the IT industry.
So I would say if you don’t really have that ability,
this is going to be a more challenging industry for you.
The question is, how do you get the skill sets that you need to succeed on Field Nation and these other platforms?
You know, trade schools are awesome. Like, I don’t think in today’s world that I would do a four year degree
if I was trying to do this kind of work.
I would focus on getting going to trade school and getting specific skills.
You’re going to thrive if you have specific skills like being able to run cable, being able to understand network equipment. Because we don’t even have
to program the equipment most of the time for the tickets that we receive. It’s it’s really physical hardware, physical cabling.
So you’ve got these guys that go out and get a CCNA or all these high level things. They’re good and they can help you in a job marketplace.
But honestly, in this marketplace, so much of what we do is physical
and it’s nice to know the software, but that’s not going to necessarily help you succeed any more than than recognizing the equipment.
So as a new tech, I would say, you know, if you if you can do the trade school route and get knowledge, that’s awesome.
Second thing would be to watch for those helper tickets and those assistant tickets.
To me, those are amazing things because you can go to trade school and learn
the ABCs,
but until you physically went out there and done a job,
it’s a totally different world.
And so if you can watch as a new tech for all those assistant and helper jobs,
you can go out with an experienced tech,
watch them work, see how the platform works. You know, see how the paperwork works, see how the the interaction with the client works, and see the actual physical work being done. And you’re going to learn so much with that.
That will help you in the future to be able to take those jobs yourself.
I love it. So I think in summary, I think we’re talking about building a base skill set some way. With through a trade school, through
helper tech
assistants to get into the industry. Then enhance your skills, perhaps. If you needed to get those certifications, you could choose to do so. Again,
you have that freedom to do so.
Making sure you’re aligning with licenses were appropriately.
And then don’t bite off too much early. Right. So fail safely.
You know, get the experience to grow your knowledge, grow in the IT industry. And then over time, that snowball effect will take place. You’ll build your relationships with your clients and you’ll have repeat customers.
I think you said repeat customers several times throughout this, this discussion. And I think that’s so critical when we’re talking about how we build relationships and what our objective of building those relationships are, is
to have those repeat customers and build the trust.
Great conversation, Michael, I really appreciate you
taking the time out to to have this with me.
I’ve been it’s been very educational for me for sure.
Well, good. I really appreciate getting to know you as well.
It’s been a pleasure and I hope that this information will help technicians
it’s so funny. I have my tagline in my videos, but I always want people to be able to get out there in the field and make money.
We do too. We want them to get out there in the field and we want them to make money.
The goal of Field Nation is to help buyers
find work, to do the job
and help providers
find work
to grow their business and to make money.
Hey, Michael. Great talking to your brother.
Good talking to you.
I appreciate you taking the time to watch this video with Jeff Novotny and I.
If you’re interested in signing up with Field Nation,
visit their website at
fieldnation.com.
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and subscribe to the channel.
Be sure to visit my website at fieldtechacademy.com.
I have some digital downloads that can help strengthen your Field Nation profile.
I also offer one on one coaching.
I can assist you with getting started on Field Nation or having better results.
As always, let’s get you out in the field making money. I’ll see you in the next video.