12.22.21 -- How Has The Role Of Field Service Technicians Changed?

Author and corporate consultant Kerry Bodine said, “Exceptional customer experiences are the only sustainable platform for competitive differentiation.” This statement has never been truer in field service, where customer experience has overtaken price and product as the key brand differentiator for most organizations.

In service, there are no shortage of systems and processes occurring on the backend that would benefit from a more optimized approach. As service continues to cement itself as a key business driver for companies, getting the day-to-day of planning, scheduling, routing, and parts not just managed competently—but fully optimized—has become the make-or-break point for many businesses. This is what leading Planning, Scheduling, and Optimization (PSO) strives to accomplish.

Exceptional customer service has become table stakes for service organizations, but delivering on that promise is a challenge. Roadblocks include a lack of understanding of what the customer really needs, when they need it, and how to act on the mountain of service data to drive exceptional experiences and improve service outcomes.

The field service industry has transformed drastically over the course of the pandemic, with technology playing a larger role in service delivery than ever before. Seeing as field service technicians are at the core of service delivery, this means that their role has adapted to rely much more heavily on technology. Staying up to date with these changes in industry technology is critical for field service technicians and the field service providers that employ technicians.