Training APEX Awards Best Practice Highlight

Field Service Mentoring Program Recognized by Training Magazine as a Best Practice

DURHAM, N.C., December 22nd, 2021 – Bell and Howell, one of the largest and most sophisticated service organizations in North America, was recognized in October 2021 by Training magazine for its formal Field Service Mentoring Program. This mentoring program accelerates the productivity of all new hires.

Program Details 

Each new hire is assigned a mentor who is chosen using the following criteria: 

  • An associate who is in good standing 
  • An associate who is a subject matter expert (SME) on the product(s) the mentee will be working on
  • The associate has the bandwidth to be a mentor. 
  • Geographic location within the district 

After the New Hire Orientation, the employee will typically begin to shadow a mentor working with the equipment they will be using. This is often a prerequisite to their product-specific certification or training courses. This shadowing / mentoring process gives new employees more context when attending training courses. Once a new employee completes training/certification, he/she will continue to accompany the mentor until he/she is competent in the required tasks and processes. 

Together, the new hire and the mentor use a checklist to ensure consistency and transparency, which usually covers the following: 

  • Department-related skills and soft skills expectations 
  • Introduction to customer personas 
  • Evaluation of technical abilities 
  • Technical processes  
  • Overall professionalism expectations 

The mentorship program is embedded into every employee’s 30-60-90-day plan, establishes new hires with a positive professional record in the Bell and Howell organization, and sets all employees up for success.  


Bell and Howell reports show this program helped: 

  • 76% of new hires feel there is someone at work who encourages their development. 
  • 76% of new hires have had opportunities at work to learn and grow in the last year. 
  • 79% of new hires would recommend Bell and Howell as a great place to build a meaningful career. 

The Field Service Mentoring Program has been so successful that Bell and Howell has seen their employee turnover rate drop by 60%. By continuing to heavily focus on training programs that empower its workforce, Bell and Howell is seeing the results and confident that these steps are improving customer experiences. 

To learn more about Bell and Howell, visit, call 1-800-961-7282, or follow the company on LinkedIn and Twitter. 

About  Bell and Howell 
Bell and Howell is one of the largest and most sophisticated service organizations in North America, leveraging innovative technologies and unrivaled service capabilities to help its customers increase efficiency, reduce costs, and improve their customer experience. Boasting a rich history and expertise in mechatronics and workflow efficiency, the company offers a complete portfolio of outsourced service offerings, as well as comprehensive automation solutions in retail click-and-collect and mail manufacturing. Headquartered in Durham, N.C., Bell and Howell has more than 800 highly skilled field technicians, 24/7 customer service and technical support centers, as well as advanced remote monitoring and diagnostic capabilities.

For more information, please visit us online and follow us on LinkedIn.

Media Contacts 

Bell and Howell

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