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What's the hardest part of scaling from 10 technicians to 50?

Sylvia Chen

We're at 14 techs now and planning to hit 40+ by Q2 next year. I've scaled teams before but never in field service.

  • Dispatcher bottleneck — feels like we're already there at 14
  • Quality consistency — harder to keep standards with more crews
  • Tooling — what breaks first in FieldPulse at this size?

What's the thing that actually hurt worst? Not theoretical — what actually happened.

Parents

  • Communication latency.

    At 10, you walk the floor. At 50, you don't know who's pissed off until they quit. We lost 3 good techs in 6 months because issues sat in supervisors' inboxes.

    FieldPulse didn't fix this. We added a weekly 15-min pulse survey — one question, anonymous. "What's blocking you this week?" Caught problems we'd never hear otherwise.

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  • Communication latency.

    At 10, you walk the floor. At 50, you don't know who's pissed off until they quit. We lost 3 good techs in 6 months because issues sat in supervisors' inboxes.

    FieldPulse didn't fix this. We added a weekly 15-min pulse survey — one question, anonymous. "What's blocking you this week?" Caught problems we'd never hear otherwise.

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