Publisher/Editor In Chief Sarah Howland talks one-on-one with Cary Chapman of Mettler Toledo Product Inspection about his challenges with field mobility.
I first met Cary Chapman, national service manager at Mettler Toledo Product Inspection, at The Service Council’s annual symposium in 2012. At the time, Cary was seeking a field service automation solution for his group of 37 technicians. Those techs are responsible for servicing various metal detection and x-ray inspection equipment, checkweighers, and high-speed vision inspection solutions for the food, beverage, pharmaceutical, packaging, personal care, and household chemical industries across the United States.
At the time, Cary’s technicians were using a combination of laptops and BlackBerrys in the field, but only for email purposes. Dispatch and work order management were not automated at all, and Cary was hoping to change that. I caught up with Cary recently to see how his search for automation was coming along, and while he’s getting to the point of success now, he faced some struggles in his process that I think you’ll value learning about.