The Service Council's Blog

Field Technician Profession Summarized: 90% Customer Service, 10% Fixing Appliances

Posted by sumairdutta on Apr 1, 2016 3:23:41 PM

Almost all of the field technicians that we polled for The Service Council’s Voice of the Field Technician research project (Introduction, Part 2, Part 3, Part 4) recommended the profession to others. Most were equally complimentary when asked if they would recommend their current organizations.

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Topics: mobile, Field Service, Perspective, Field Engineer, field engineers, field technicians, field work

Field Technician Notes Part 4: Thoughts on Technology

Posted by sumairdutta on Mar 30, 2016 2:18:21 PM

One of my favorite quotes of all times: “The present letter is a very long one, simply because I had no leisure to make it shorter.” Often attributed to Cicero or Mark Twain, this was originally used by Blaise Pascal to highlight the challenges with being brief.

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Topics: augmented reality, mobile field service, Field Service, Perspective, IoT, field service technology, field technicians, Virtual Reality

Field Technician Notes Part 3: Likes and Dislikes

Posted by sumairdutta on Mar 28, 2016 12:36:54 PM

For those of you who haven’t seen the first two posts in our research on field technicians (by field technicians), it might help to review those posts prior to this one.

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Topics: Field Service, Perspective, field technicians, field workers

Field Technician Notes Part 2: Improving a Day in the Life

Posted by sumairdutta on Mar 24, 2016 3:54:07 PM

A few days ago, I introduced our field technician-focused research in a TSC blog and LinkedIn post. Today’s focus is on “Improving a Day in the Life” of the front-line field service workforce.

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Topics: Field Service, Perspective, field service management, field technicians, workforce engagement

Notes from the Front Lines of Field Service: An Introduction

Posted by sumairdutta on Mar 23, 2016 10:49:42 AM

Introduction to the Research

Our research allows us to get a peek into the initiatives of broader service organizations. In this process of discovery and analysis, the area of field service is one where we spend a lot of time and energy. Personally, I have been covering the space for the past 10 years, digging into technology trends as well as the best practices of businesses looking to get more out of their field technician workforces.

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Topics: Field Service, Perspective, field engineers, field technicians, workforce management

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