Q&A: Empowering Mobile Workers Drives Field Service Excellence

By Sarah Nicastro, publisher/editor in chief, Field Technologies
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The concept of mobile worker empowerment is becoming more and more prevalent. Not long ago, the general consensus among companies seemed to be: Pay technicians to do their jobs, and they should “just do it.” That view has changed, as companies are discovering the benefits of providing workers with the knowledge and capabilities to get the job done – and excel at it. I recently caught up with John Cameron, general manager of Trimble Field Service Management, to discuss the trend of empowering the mobile workforce, and how you can leverage it to increase productivity and customer satisfaction.

How do you define mobile worker empowerment?

Field service leaders know satisfied customers are essential to success – and field workers are critical to this success. By equipping the field workforce with the proper tools, parts and knowledge, we empower them to get the job done on time, the first time, every time. Empowerment means connecting them to the equipment, contacts and customers to resolve the problem on the first visit, without returning to the office.

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