Is the inherent value a field service engineer brings to an organisation likely to change as service thinking evolves?
The members of our Think Tank offer up their insight into the impact digitalisation will have on field service operations and interactions
Will the field service engineers and technicians of the future have a different skill-set of those we employ today?
ThinkTank Reflections: Will the field service engineers and technicians of the future have a different skill-set of those we employ today?...
Do we want our most experienced technicians in the field or remote service specialists?
Martin McLean draws on his experience as a technician both in the field and now as a remote service specialist to reflect on a critical question – where do we place our most experienced technicians?
Overcoming potential customer barriers to adopting remote service tools?
Martin McClean talks us through how he personally approaches overcoming any barrier to remote service his customers have
Field service engineers are becoming an increasingly scarce resource
While embracing new technologies such as AR and AI to drive productivity is desirable, the reality is that in the shadow of a very real ageing workforce crisis, doing so may be a matter of survival for many field service organisations…
How are customers reacting to Konica Minolta’s remote-first policy?
Martin McClean reflects on how customers have reacted to Konica Minolta’s shift to a remote-first-as-a-default policy
Overcoming the workforce shortage crisis with Artificial Intelligence
Overcoming the workforce shortage crisis with Artificial Intelligence The workforce shortage crisis is set to hurt companies of all sizes,...
Our industry will only become more data driven and we need Artificial Intelligence to make it work
With the exponential rise of data across almost all aspects of business, we are on the cusp of true industrial revolution. Industry 4.0 is no longer a vision of the future but is today’s reality. However, without AI, many organisations are set to drown in their own data lakes and oceans…
If the resource doesn’t exist you are not going to be able to recruit it
Dan Sholl, Concept Resourcing & David Hall, Whirlpool discuss why they partnered together to develop a new talent pool of field service technicians themselves.
How do we find the balance between drowning in data and operating in a data-driven world?
In the last in a series of essays for service leaders we ask how we find meaning in an ever-growing ocean of data
