The Future Of The Service Workforce: 5 Pillars Of Preparation

By Sarah Nicastro, Field Service Evangelist, Future of Field Service

The future of work is a topic that comes up in almost every conversation I have in one way or another. Service leaders are grappling with a lack of available talent, working to determine how the field service role is changing, and balancing the management and retention of both older and young workers who have significantly different needs and desires. There are many layers to this conversation, all of which we will continue to dig into here at Future of Field Service. The common understanding, though, is that preparing for the future of the service workforce will be one of the biggest challenges among our audience in the coming handful of years. Today I’m going to discuss five pillars of preparation that are key to setting your company up to navigate this massive challenge with the highest chance of success.

Pillar #1: Redefine

The role of the field technician has changed, is changing, and will continue to change. You need to work hard to consider how the role is being redefined based on your company’s journey toward Servitization or leveraging advanced services as a competitive differentiator or path to revenue growth. What does this mean for your needs today as well as for your needs over the next five years?

For most organizations, what’s happening is that the role is evolving to require more than the traditional technical skill sets. Today’s field technicians are needing more soft skills to succeed in the role of trusted advisor as customer relationships and service value propositions evolve. This trend will only continue, so it’s essential to map where your company is heading in terms of what services you’ll be providing and how and then how that translates to the skills needed from your field technicians to accomplish those goals.