The field force — utilization, first-time-fix and certifications by region, and the capacity already paid for but sitting idle.
Field force runs at 72% productive time vs a 78% target — 6 points of already-paid capacity sitting idle, worth $37M of revenue with zero new hires. The idle hours are concentrated in regions still absorbing acquisitions; closing them converts straight to margin.
3 of 3 headline metrics improving vs prior · still off target: First-Time Fix Rate 91.0% vs 93.0%
Americas runs lowest at 68% productive time with 22 open reqs and 84% certified — the thinnest bench and the biggest idle slice.
~6 points of idle, already-paid capacity across 1,570 technicians — billing it adds $37M of revenue with no new hires.
The field force is a fixed cost whether or not it's billing. At 72% productive time vs a 78% target, several points of already-paid labor sit idle — the single biggest operational lever after pricing, and it's concentrated in the regions still absorbing acquisitions.
Productive time, first-time-fix and certification by region — the watch regions match the integration map.
| Region | Field techs | Productive time | First-time-fix | MTTR | Certified | Open reqs |
|---|---|---|---|---|---|---|
| India | 360 | 76% | 85% | 5.9h | 90% | 14 |
| Europe | 320 | 74% | 86% | 5.6h | 92% | 12 |
| Americas | 300 | 68% | 81% | 7.1h | 84% | 22 |
| Middle East & Africa | 260 | 69% | 82% | 6.8h | 80% | 18 |
| West | 240 | 71% | 83% | 6.4h | 88% | 16 |
| Global | 90 | 70% | 80% | 7.4h | 78% | 6 |
Billing the idle hours adds revenue with zero new hires.
~6 points of idle, already-paid field capacity across 1,570 technicians. Closing it — better scheduling, fewer repeat visits, and faster onboarding of acquired crews — converts straight to margin. Pair with first-time-fix (83%→90%): every avoided second truck-roll is pure profit.
Same regions where recent acquisitions are still integrating.
Not a coincidence: the Americas and Mountain & Central run lowest — the same regions where Hermes Digital Diagnostics, RecyclableBlade and Siemens Gamesa France crews are still on legacy scheduling. Onboarding them onto common dispatch lifts utilization and FTF together.