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The Evolution Of The Field Service Engineer: From Service Provider To Trusted Advisor
The Evolution Of The Field Service Engineer: From Service Provider To Trusted Advisor Nothing happens for equipment manufacturers until something is sold. Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell. And the best of the best repeated this cycle as often as they could. Even talk of additional services revolved around the initial product sale. These “attached service” offers...  Continue Reading...
Ask The Board: The Biggest Challenges Facing Field Service Today
Ask The Board: The Biggest Challenges Facing Field Service Today With the Field Technologies Editorial Board in place, I plan to do regular “Ask The Board” columns where I can share insight from members on an array of topics. To kick things off, I asked the members to share some perspective on the biggest challenges they are currently facing in their roles.  Continue Reading...
How To Bolster Technician Engagement With “Pre-Installation Instructions”
How To Bolster Technician Engagement With “Pre-Installation Instructions” As a field engineer, new system installations were a large part of my job and a task not to be taken lightly as the sales process concluded. I learned that pre-installation was not only an “event” with the customer but also really the beginning of the customer relationship. As field service leaders know, the objective is to leverage a single product sale transaction to develop a customer partnership that yields both after-market...  Continue Reading...
Common Roadblocks On The Path To Servitization
Common Roadblocks On The Path To Servitization Servitization has been defined as a manufacturing or product-centric organization’s ability to develop the capabilities needed to offer services after the product sale. For service-specific businesses, a similar focus has been put on migrating away from the traditional break-fix service model to an outcomes-based service model. Both transformations serve the purpose of maximizing revenue and increasing profit margins through service...  Continue Reading...
AI, AR, And Combating The Ongoing Technician Brain-Drain
AI, AR, And Combating The Ongoing Technician Brain-Drain Many years ago, before I was a Service Analyst, I was a Service Technician. What I learned in those early years of my career continues to shade my understanding of field service operations across industries, crystalized in one fact: Being a novice technician is hard.  Continue Reading...
Welcome The Field Technologies Editorial Board
Welcome The Field Technologies Editorial Board My favorite part of my job is having in-depth conversations with field service leaders about their challenges, initiatives, and wins. I have had the honor of having countless of these conversations in my role at Field Technologies, and have often thought along the way how big of an opportunity there is to foster more collaboration among the field service executives I speak with. I often hear from people that they are so energized after attending ...  Continue Reading...
Change Management Versus Change Leadership
Change Management Versus Change Leadership Service organizations are under constant pressure to improve their service quality and be more efficient. In order to achieve these objectives, change is required whether it be minor process improvements or major upgrades of technology and systems. The necessary changes required for the service organization to evolve and be successful hinges on how rapidly the organization embraces change  Continue Reading...
3 Company Culture Flaws That Inhibit Innovation
3 Company Culture Flaws That Inhibit Innovation While innovation is undeniably imperative in today’s field service landscape, it doesn’t come easy for everyone or every company. It can be challenging to carve out time to “think big.” It can be scary. It can be difficult to determine what path to take among countless viable options. If an innovative mindset comes natural to you, that’s a great thing – but you’ll undoubtedly have to navigate co-workers...  Continue Reading...
The Secret To Making NPS Work For Your Company
The Secret To Making NPS Work For Your Company We’re all aware that the customer experience has become a key focus area for today’s leading field service organizations. Even companies that five years ago would have said how critical it was to improve first-time fix rates only because of the cost of a truck roll have shifted their thinking (and talking) to being far more concerned with how that repeat trip impacts their customers. This is because, at the root of it all, if you...  Continue Reading...
6 Tips For Providing A Seamless Service Experience
6 Tips For Providing A Seamless Service Experience As a service organization working to optimize the customer experience, you need to be thinking about ways you can make your company’s service delivery a seamless experience for your customers. What does seamless service mean? Seamless service removes all potential frustration points for customers – it makes the service experience feel almost invisible to them. Customers should never have to work too hard to communicate with your...  Continue Reading...