The great and good of the USA field service industry have arrived here at the Omni Amelia Island Resort, which remained miraculously untouched by the devastation wreaked on the Florida coast only a week ago. With the local news channels reporting the ongoing efforts to get the State back on track, there are sure to be some challenging and busy times for field service engineers working across the region.
And here at the Field Service USA (fall edition) conference the attendees are equally busy discussing how they can improve their service efficiency, whether it be for meeting extreme demands in times of need such as we have witnessed in the wake of Irma, or simply to ensure that customers ever increasing demands are not only met but also exceeded when operating in more normal circumstances.
Field Service News is onsite and will be reporting from the event and each day we will be publishing our pick of three of the sessions those lucky enough to be with us here on site really must attend.
10.50AM – Building the Infrastructure for an effective Self-Service Program
Self-service has been an increasingly important part of the service portfolio for some time now. Here in this workshop Hiren Dalal, VP Global Customer Success and Suport and Christine Morin, Program Director, Knowledge Services of CA Technologies discuss the key steps to build the infrastructure to utilise self service effectively.
1.50PM – They’re coming R U ready 4 Millennials?
The workforce has never before seen a shift in thinking, culture and beliefs from an outgoing generation to an incoming one more so than that of the Baby Boomer’s leaving and the Millennials coming in. Millennials enter the market with a completely different mindset and require completely different tools of motivation. Tom Vorin, VP of Customer Services ISCO International gives us his best advice of how best to be prepared for a Millennial workforce in this workshop.
4.00 PM – Exploring how and what we communicate + How we can do better
Whether it be with our customers, with our technicians or with our senior executive board, communication is key to successful field service management. In this toolbox talk hosted by Scott Wooden, Card-Monroe it will be interesting to see how various companies ensure that they communicate successfully across all channels.