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Field Service Skills: How To Balance Business And Technology Competencies
Field Service Skills: How To Balance Business And Technology Competencies In my last article, I discussed why essential leadership skills need to change and examined the new attributes required for future field service leaders to be successful. Many of these attributes, including embracing diversity, being a fearless decision maker, the ability to bring a vision to life, etc. could be classified as personal leadership traits. These traits must be complemented with a solid business acumen, as well as a thorough...  Continue Reading...
Konica Minolta’s Progression Toward Futuristic Field Service
Konica Minolta’s Progression Toward Futuristic Field Service Konica Minolta, Inc. is a large Japanese technology company headquartered in Tokyo, serving over 150 countries worldwide. Konica Minolta Healthcare Americas, Inc., headquartered in Wayne, NJ, is focused on imaging technologies including Digital Radiography, Ultrasound, Healthcare IT and Service Solutions. In the Americas, Konica Minolta Healthcare employs 50 direct service technicians, and 250 dealer-based technicians.  Continue Reading...
Are Wearables Worth It For Field Service?
Are Wearables Worth It For Field Service? There are a number of statistics that illustrate the expected growth of wearable technology. For example, ABI Research forecasts enterprise wearable device revenue, such as smartwatches, smart glasses, and wearable scanners, will top $60 billion in 2022, increasing from just $10.6 billion in 2017 — a CAGR of over 41 percent. International Data Corporation (IDC) reported in June that the wearables market is expected to double by 2021, with...  Continue Reading...
How To Avoid Field Technician Toxicity
How To Avoid Field Technician Toxicity We had a service appointment this past Sunday at our home with one of the major satellite TV providers. We received the standard four-hour appointment window notification and a call when our technician was about 30 minutes away. He arrived at his expected time, and was courteous and pleasant.  Continue Reading...
3 Apple Moves For Field Service Companies To Watch
3 Apple Moves For Field Service Companies To Watch Apple will hold its latest product launch event on September 12th, 2017 and there’s plenty for you to tune in to hear about. In addition to the expected announcement of the iPhone 8, Apple has recently made a few moves that will specifically impact businesses – including field service companies like yours.  Continue Reading...
The Challenges And Complexities Of Major Field Service Change
The Challenges And Complexities Of Major Field Service Change Markem-Imaje is a giant Dover Corporation company that specializes in printing and marking technology. The company operates in 30 countries direct, and has a team of 850 field technicians. I recently interviewed Jack Rijnenberg, director of global customer service at Markem-Imaje, about a major transformation the company is undergoing. Markem-Imaje is in the process of standardizing its field service processes, and technologies, worldwide.  Continue Reading...
Will Digital Transformation Through Augmented Reality Lead To A Zero-Sum Game For Field Service Organizations?
Will Digital Transformation Through Augmented Reality Lead To A Zero-Sum Game For Field Service Organizations? Augmented Reality (AR) and Virtual Reality (VR) are one of the hottest technologies hitting the field service industry today. This technology provides field service organizations with the ability to remotely solve customer problems through a collaborative video platform that superimposes a computer-generated image (e.g., annotation, technical instruction) onto a user's view of the real world, thus providing a composite view.    Continue Reading...
A Firsthand Opinion On The Value Of Consultants
A Firsthand Opinion On The Value Of Consultants I recently interviewed Roger O’Connor, VP of product support at Gosiger, for a cover story we did on his company’s rollout of a new field service software solution. During our interview, Roger and I discussed Gosiger’s use of a consulting firm, and he had some specific thoughts on the pros and cons of using consultants. I asked him to share those thoughts with us here since all of this detail won’t fit into the larger...  Continue Reading...
The Service Excellence Curve:  Achieving Best-In-Class Service Delivery
The Service Excellence Curve: Achieving Best-In-Class Service Delivery There are many reasons why excellent service is valuable to a service business. If a company can provide best-in-class service, they will retain customers, attract new ones, and realize financial gains. Not every business is at the pinnacle of providing excellent service today — and that’s okay.  To help service businesses benchmark how they compare to best-in-class, Jolt Consulting developed a five-stage Service Excellence...  Continue Reading...
A Small Company’s Perspective On The Role Of Technology In The Field
A Small Company’s Perspective On The Role Of Technology In The Field Rick Steinau has been in the pest control business his entire life. His father started the Cincinnati division of Orkin in the 1930s and later began Ace Exterminating, which Rick purchased from him in 1979 and has run since. Ace competes with two national pest companies for business in the Cincinnati area, and Steinau is always looking for ways to keep a leg up on the competition. He has 15 field technicians who currently use smartphones and a...  Continue Reading...