Research On The Reasons And Countermeasures Of The Turnover Of The Field Service Technicians In DK Company

Nowadays, with economic rapid development, more and more enterprises are paying close attention to the subject of customer value experience. In order to create excellent customer value experience, enterprises need to provide humanized and intelligent products, in addition, must also be equipped with first-class customer service team. According to the characteristics of the enterprise products or service, in order to meet customer’s demand, a significant proportion of customer service activities require technical talents to carry out after-sales service at the site of customer.Talent is the foundation of enterprise development. Technical talents have a wide range of employments because they have a wealth of professional knowledge and outstanding expertise. Technical talents’ departure has become one of the biggest challenges for many enterprises. How to attract, retain and motivate technical talents who are critical to an enterprise has become an important subject of research on human resource management.Aiming at the problem concerning the yearly increase of the turnover of field service technicians, combined DK company’s human resources status by analyzing the company’s field service technicians’ personnel constitution, job characteristics and the tendency of turnover, using the research methods of job satisfaction survey, former employee interviews and current management interviews, investigate the influence factors of the field service technicians’ leaving. Based on the theories of employee turnover and employee motivation, put forward positive suggestions from optimizing recruitment process, improving probation period management of new hires, adjusting the structure of compensations and benefits, and establishing dual career paths in order to retain and motivate field service technicians, enhance enterprise’s core competitiveness and promote the steady and sustained development of enterprise.