Construction

Technician performance management for construction contractors

A Q&A with Michael LaCrosse, CEO of Medford Wellington, to discuss how they connect their field operations with their back-office accounting so they can manage their resources, jobs, and entire customer experience from one central platform.

March 9, 20268 min read Share

For construction and specialty contractors, managing technician performance is critical to maintaining efficiency and profitability. Construction management software combined with field operations tools enables contractors to track performance, optimize labor utilization, and make data-driven decisions in real time.

Discover how data-driven performance management transforms field service operations and maximizes workforce productivity amid skilled labor shortages.

How construction management software supports technician performance: Q&A with Michael LaCrosse, CEO of Medford Wellington

I recently sat down with Michael LaCrosse, CEO of Medford Wellington, to discuss how specialty contractors can leverage data to optimize technician performance and drive business growth despite ongoing labor challenges.

Medford Wellington uses Sage Intacct Construction with Sage Field Operations to connect their field operations with their back-office accounting so they can manage their resources, jobs, and entire customer experience from one central platform.

Managing field operations across construction service businesses

Q: Can you tell me a little about Medford Wellington?

Michael: Medford Wellington is a Massachusetts based service contractor specializing in HVAC, refrigeration, electrical, and plumbing. At Medford Wellington, we’re really focused on business continuity. What that means is we help commercial enterprises stay operational no matter what — whether that’s a restaurant, retail space, laboratory, or hospital.

We’ve built this ecosystem where our technicians work directly with business owners and facility managers to handle everything from emergency repairs to planned construction projects. A big part of what we do is help businesses optimize their systems for better performance and lower energy costs. We also have custom maintenance programs that monitor systems around the clock to prevent issues before they happen.

Challenges in managing technician performance

Q: What’s the biggest challenge facing specialty contractors today when it comes to managing technicians?

Michael: It’s people. It’s that simple. It’s really about how to fully utilize people and share resources across different functions. It always comes back to that labor component.

We have over a thousand work orders that are open right now. That’s a lot of backlogs and calls that still come in every single day. When you can’t just go and hire more people, the question becomes: how do we become more efficient? How do we become more profitable? Efficiency drives profitability.

Using data to improve contractor decision-making

Q: How important is data in making decisions about technician performance?

Michael: The biggest piece for me is the data. It doesn’t matter what it is— moving one technician here, moving another technician there, firing a customer, taking on a new customer. To make the best business decision, we need to have data. Utilizing Sage Intacct Construction with Sage Field Operations enables us to easily access all the data at our fingertips. It all starts with data. Otherwise, you’re just trusting people’s gut, which may be correct, or it may not be.

Key technician performance metrics for contractors

Q: What specific metrics should contractors focus on when measuring technician performance?

Michael: What we try to do is challenge our technicians with what they can control. The two things that technicians can control the most are their labor hours and how much they’re quoting. Those are the two big things that we’re trying to track and give KPIs to our technicians to manage.

Contractors can improve technician performance by focusing on measurable, controllable metrics:

• Labor Hours
• Quote generation
• Technician utilization
• Pull-through revenue

Driving additional revenue through field operations

Q: Can you explain the concept of pull-through revenue and why it’s important?

Michael: Yes, this refers to the additional repair or service revenue generated from issues that field technicians identify during routine maintenance appointments. With Sage Field Operations, our technicians can create a quote for the additional work right on the spot, get the customer sign off, and could actually do the work the same day if the parts are available. That right there is the best practice in the industry when it comes to both customer service and driving additional business.

Real-time data vs traditional reporting in construction

Q: How does real-time data compare to traditional reporting methods?

Michael: As a former finance person, essentially what you’re doing is you’re waiting for the books to close at the end of the month. This is real time. I don’t need to wait till the 15th of the month anymore. I can literally look at what happened yesterday. Right now, I know exactly how much backlog I have.

I’m trying to get to 95% utilization – we’re at 93% so far this month. That’s all real-time data that you’re able to look at and use to make decisions. A customer calls you up and says, “I would like to have some service done, and this is my budget. Can you do it?” Well, give me a few seconds. Let me run some numbers and look at it. It’s all live.

Improving technician retention with data and process

Q: How does having better data help with technician development and retention?

Michael: The technicians that we took on from one of our acquisitions didn’t have any processes. When you don’t have processes, you have uncertainty. And when you have uncertainty, people are uncomfortable and nervous. But when you have the right technology in place and you clearly outline the processes, everyone knows what to do. And if they don’t, they know where to go to look it up and read the directions on how to do it. We’re trying to build something that also strengthens our company culture because culture is what’s going to retain people.

Managing technicians across multiple entities

Q: How do you manage technicians across multiple entities or business units?

Michael: We have a way of breaking down our businesses by department, problem code, entity, and business unit. We look at zones. We have guys in one department broken down to various zones where we’re able to look at all those things to figure out if we need to shift gears in any way, shape, or form.

We’ve had three acquisitions in the last year, and we’ve been able to identify each business’ strengths and how we can share best practices. Without all that data easily available at your fingertips, you’re just guessing.

Using data to gain a competitive advantage

Q: How does data-driven performance management provide competitive advantages?

Michael: It really helps us forecast what our bandwidth is and how much capacity we have based on utilization and other data points. While a big new customer may be appealing, you have to ensure you have the bandwidth to bring them on and drill down to what adjustments need to be made to make the experience for both parties a success.

Recently, one business owner said to me, “I’ve got a problem. I have 20 technicians. I either need to invest a ton of money into people and technology to help me run more efficiently so I can grow or I’m just going to stay this size forever.” I said, “Well, why don’t you come partner with us? We have the people, the process, the technology, and the data.” These are four key items to running an efficient business.

Moving from reactive to proactive management

Q: How does technology help with proactive versus reactive management?

Michael: You can’t be proactive without the data. There’s not enough information for you to know what’s going on.

Right now, I know exactly how much backlog I have. I always look at it as if the world ends today, how many more weeks or months of backlog do I have? That’s what I’m trying to do: keep a continuous forecast of what can be done through the end of the year. Without these tools, it’s impossible. You’re guessing.

The future of technician performance management

Q: How do you see technology evolving in technician performance management?

Michael: We are always trying to find what’s going to make us more efficient. We’re obviously looking at the best ways to incorporate AI into our processes and what AI means for the future of the industry.

Are we going to have robots on a roof fixing air conditioners? Or are we going to have driverless vans so our guys can get work done while the van is driving to the next job? What is that next big thing that’s going to hit this industry? All these technologies have got to talk. If they’re not going to talk, then it’s not going to have as big of an impact.

Key takeaways for construction contractors

Managing technician performance in today’s skilled labor shortage requires more than gut instincts and spreadsheets. Data-driven performance management transforms field service operations by focusing on controllable metrics, enabling real-time decision making, and creating accountability through transparency. With the right technology platform, contractors can maximize their workforce productivity, improve customer satisfaction, and build a competitive advantage.

The contractors who embrace this data-driven approach to technician performance management will not only weather the current labor shortage but position themselves for sustained success as the industry continues to evolve.

Key takeaways

• Data enables more accurate decision-making for contractors
• Real-time visibility improves efficiency and utilization
• Technician performance can be measured using controllable KPIs
• Integrated systems reduce reliance on manual processes

See how Sage Intacct Construction helps contractors improve technician performance with real-time data.

Frequently Asked Questions 

What is technician performance management in construction? 

Technician performance management involves tracking and improving workforce productivity using data such as labor hours and utilization. 

What metrics should contractors track for technician performance? 

Key metrics include labor hours, quote generation, utilization, and pull-through revenue. 

How does real-time data improve contractor performance? 

Real-time data allows contractors to make faster decisions, monitor backlog, and optimize resource allocation. 

What is pull-through revenue? 

Pull-through revenue is additional service revenue generated when technicians identify and quote new work during service visits.