Day 1
Systems, Standards & Job Flow
Today stays off the field. The goal is to make sure the tech can navigate every platform, understands how a UAS job moves from booking to completion, and knows what's expected before they ever touch a car.
Log into ZenBooker and manage job statuses
Navigate the Ops Portal independently
Know the full job flow start to close
Company standards & customer protocol
Complete a mock job simulation
Morning
9:00 AM
30 min
Standards
Welcome & Company Overview
Set the tone. Walk through what UAS is, how it fits into Blue Summit, and what's expected from a UAS tech.
- BSIG holding company overview — UAS role within it
- UAS service model: mobile inspection + repair coordination, 4 DFW territories
- Tech role explained: inspections, documentation, on-site communication — estimator handles parts and pricing
- Tech compensation structure: contractor, flagged hours, payout calc
- Professionalism expectations: appearance, punctuality, customer conduct
- Review and sign contractor agreement & NDA
9:30 AM
30 min
Systems
ZenBooker — Active Tool Walkthrough
ZenBooker is one of the tech's primary tools. They use it to update their ETA, communicate arrival to the customer, and mark jobs finished. Walk through every action they'll take in it daily.
- Log into ZenBooker — confirm credentials are working
- How to view assigned appointments for the day
- How to update ETA / on-my-way status — this notifies the customer automatically
- How to mark a job as arrived and in progress
- How to mark a job finished when work is complete
- How ZenBooker connects to the Ops Portal — status updates flow through to admin
- Josh (AI agent, 972-787-7815) handles inbound calls and routes bookings — tech does not manage bookings, only their own job statuses
10:00 AM
60 min
Systems
Ops Portal — Deep Walkthrough
This is the tech's primary tool. Every part of their workflow lives here. By the end of this block the tech should be able to navigate the portal without prompting.
- Log in with Tech PIN (default: 2222)
- Tech view: assigned jobs list, how to open a job record
- Job record walkthrough: customer name, address, vehicle, service type, booking notes
- Status field: New → Assigned → In Progress → Complete — when to update each
- Notes field: what to enter and how to write a clean job note
- Flagged hours field: what it is, who reviews it, when to enter
- Escalation flag: how to mark a job for estimator or admin review
- Estimator view: show what the estimator sees so tech understands the handoff
- Admin view: briefly — so tech understands the hierarchy above them
Tech Q&A Notes
11:00 AM
15 min
Break
Break
11:15 AM
45 min
Operations
Standard Job Flow — Tech's End to End
Walk the full job flow from the tech's perspective only — from seeing the assignment in the portal through closing the job. No parts or estimating. Tech should be able to recite this cold by end of training.
- Step 1 — Job appears in Ops Portal (auto-created from ZenBooker booking)
- Step 2 — Tech reviews job record: customer, address, vehicle, service type, notes
- Step 3 — Tech confirms appointment readiness: tools, equipment, route
- Step 4 — Update ETA in ZenBooker before heading out — customer receives automatic notification
- Step 5 — Mark arrived in ZenBooker upon on-site arrival
- Step 6 — Greet customer, conduct walk-around, narrate findings
- Step 7 — Photo documentation: full vehicle shot, VIN, odometer reading, removed/damaged part
- Step 8 — Enter damage findings and notes into Ops Portal job record
- Step 9 — Flag for estimator in Ops Portal if scope is unclear or beyond standard service
- Step 10 — Complete work, final walk-around with customer
- Step 11 — Mark job finished in ZenBooker — customer notified, admin sees completion
- Step 12 — Update Ops Portal status to Complete, enter flagged hours, close job
Tech Q&A Notes
Afternoon
12:00 PM
45 min
Break
Lunch
12:45 PM
45 min
Comms
Company Standards & Customer Protocol
How UAS operates and how a tech represents the brand. These are non-negotiables — cover each one with intent, not as a checklist read-off.
- Appearance standard: clean, presentable, UAS-branded if applicable
- Punctuality: on time means early — text customer via portal if running behind
- Josh (AI agent) handles all inbound — tech never gives customers their personal number
- All job communication goes through the portal, not personal texts
- Customer tone: professional, calm, clear — no slang, no over-promising
- On-site complaints: de-escalate, document in portal, escalate to admin — never argue
- Escalation path: tech → estimator → Rhodes → Tony
- What the tech does NOT do: quote prices, source parts, negotiate with the customer on scope
1:30 PM
75 min
Standards
Live Simulation — Run a Mock Job End to End
Trainer seeds a job in the portal. Tech runs the full workflow — portal to on-site simulation to close — without prompting. This is the proof-of-concept for Day 1.
- Trainer creates a seeded job record in the Ops Portal
- Tech locates the job, reviews all fields, and confirms readiness
- Tech updates status to In Progress (simulated arrival)
- Tech conducts mock walk-around on a parked vehicle: narrates findings aloud
- Tech takes the required photo set (full vehicle, VIN, odometer, damaged/removed part) and attaches to job record
- Tech enters damage notes into portal — trainer checks for clarity and completeness
- Tech flags job for estimator (simulated) — demonstrates they know when to hand off
- Tech closes job: status to Complete, flagged hours entered
- Trainer reviews all entries live — correct errors on the spot
Trainer Observations
2:45 PM
30 min
Review
Day 1 Debrief & Q&A
Close Day 1 strong. Check comprehension, answer open questions, and prime the tech for the field tomorrow.
- Verbal recap: ask tech to walk the job flow from memory — no notes
- Ask: "What does the estimator handle that you do not?" — confirm they know the boundary
- Open Q&A — note anything that needs reinforcement in Day 2
- Confirm both logins are working: ZenBooker and Ops Portal
- Preview tomorrow: territory, report time, what to bring, first job details
- Distribute printed Job Flow SOP (tech version) as field reference card
Day 1 Complete
Tech has completed systems orientation and mock job simulation
Trainer Initials / Date
Day 2
Field Shadow & Live Ops
Today is in the field. The tech shadows a real or trainer-led job from start to finish. By end of day they should be able to run a basic job solo with light oversight.
Shadow full live job
Handle portal updates in real-time
Customer interaction on-site
Equipment use & vehicle handling
Solo job attempt w/ trainer backup
Morning — Pre-Field
8:30 AM
30 min
Operations
Morning Huddle & Job Review
Start the day before leaving. Review the day's jobs together, prep equipment, confirm the route.
- Pull up the day's jobs in Ops Portal — review with tech
- Confirm territory assignment (which of the 4 DFW zones today)
- Equipment check: all tools loaded, phone charged, portal access confirmed
- Review any customer-specific notes from the booking
- Remind tech of photo documentation standard before first job
Field — Job Shadow
9:00 AM
90 min
Field
Job 1 — Full Shadow (Trainer Leads)
Trainer runs the job, tech observes every step. Tech is narrating what they see — trainer corrects or confirms in real time.
- Arrival: trainer greets customer, introduces tech as trainee
- Walk-around inspection: trainer narrates damage assessment aloud
- Photo documentation: trainer takes photos, tech confirms checklist
- Customer communication: trainer explains findings, sets expectations
- Parts decision: consult PartsTech/ARI on-site if needed
- Portal update: trainer updates status, tech watches
- Close job: trainer confirms hours, tech confirms they understood the calc
Trainer Field Notes — Job 1
10:30 AM
15 min
Review
Job 1 Debrief (In Vehicle)
Quick debrief between jobs. What did the tech notice? What questions came up?
- Tech recaps the job in their own words
- Trainer addresses any gaps or corrections
- Note anything to watch on the next job
10:45 AM
90 min
Field
Job 2 — Assisted Shadow (Tech Leads, Trainer Backs Up)
Tech takes the lead this time. Trainer stays present but only intervenes when necessary. This is the most important block of Day 2.
- Tech greets customer and introduces themselves as the technician
- Tech conducts walk-around and narrates damage assessment
- Tech handles photo documentation independently
- Tech communicates findings to customer — trainer monitors tone/accuracy
- Tech updates portal status on-site in real time
- Tech closes job and logs hours — trainer reviews before submitting
Trainer Field Notes — Job 2
Afternoon — Wrap & Clearance
12:15 PM
45 min
Break
Lunch
1:00 PM
60 min
Field
Job 3 — Independent Run (If Available)
If a third job is on the schedule, tech runs it fully solo. Trainer stays in the vehicle or nearby but does not intervene unless there's an issue.
- Tech executes full job flow without prompting
- Trainer reviews portal entries after job close — not during
- If no Job 3 available: trainer creates another mock job or reviews edge cases
Trainer Field Notes — Job 3 / Mock
2:00 PM
60 min
Standards
Edge Cases & Scenarios Review
Cover the situations that will come up but aren't in the normal flow. Walk through each verbally — trainer plays the customer or situation.
- Customer disputes the damage finding — what do you do?
- Part is unavailable or wrong part was pulled — escalation path
- Vehicle is in worse condition than the booking described
- Customer isn't present when tech arrives
- Portal is down or tech has no signal — manual fallback process
- Tech makes an error on the job — how to flag and correct
3:00 PM
45 min
Review
Final Debrief & Clearance
Close out the 2-day program. Trainer makes a clear go/no-go call and communicates next steps.
- Trainer gives honest performance feedback — specific, not vague
- Tech states their own areas they want to improve
- Confirm all credentials, access, and equipment are in order
- Review payout schedule and check timing
- Set first solo job date or identify what needs a Day 3 if needed
- Trainer makes go/no-go call: Cleared / Needs Additional Day
Clearance Notes
Training Complete — Clearance Decision
Cleared for Solo | Needs Additional Day | Not Cleared
Trainer Signature / Date
Guide
Trainer Notes — For Rhodes
This section is for whoever is running the training. These are the things that aren't on the checklist but matter. Read this before Day 1.
Running the Training Right
01
The simulation is the most important part of Day 1
Don't rush the mock job at 2:00 PM. That's where you find out if anything from the morning actually landed. If the tech can't walk the portal flow on a fake job, they won't do it on a real one.
02
Don't take over Job 2
On Day 2, Job 2 is the tech's job. Let them struggle slightly. Your job is to not let it blow up with the customer — not to make it smooth for the tech. Discomfort is how they learn the flow.
03
Photo documentation is non-negotiable
If a tech skips any of the 4 required shots — full vehicle, VIN, odometer, damaged/removed part — it creates disputes and gaps in the job record. Correct this on Job 1 if you see it, and don't let it slide on Job 2.
04
Portal accuracy matters more than speed
A slow but accurate portal entry beats a fast wrong one. In the first month, accuracy is the metric. Speed comes with reps.
05
The clearance call is yours to make
Don't clear someone to go solo just because the two days are done. If you don't feel confident they're ready, flag it to Tony and add a day. A bad solo job on Day 3 costs more than an extra training day.
06
Keep the contractor boundary clear
Don't get overly casual about the employment relationship during training. They're a contractor. Be warm, professional, and direct — but don't let the tone drift into something that creates confusion about structure later.
Before You Start — Trainer Checklist
- Tech has completed HR portal onboarding (PIN issued, profile created)
- Contractor agreement and NDA are signed and on file
- Tech has logins for: Ops Portal (PIN 2222) and ZenBooker
- A seeded test job is ready in the portal for the Day 1 simulation
- Day 2 has at least 2 real or mock jobs on the schedule
- Tony has been briefed on tech's background if known
- Printed Job Flow SOP (tech version) reference card is ready to hand out end of Day 1