Martin summerhayes

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Feature, Service Strategy

The importance of autonomy in the field

The importance of autonomy in the field There are benefits and challenges to both the centralized and decentralized approaches to field...

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Feature, Service Strategy

Why globalization and centralization are not the same

Why globalization and centralization are not the same There are benefits and challenges to both the centralized and decentralized...

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Feature, Service Strategy

Do remote tools empower decentralized service

Do remote tools empower decentralized service There are benefits and challenges to both the centralized and decentralized approaches to...

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#FSN20, Feature, Service Leadership

#fsn20 The twenty most influential people in field service (2015)

The 20 most influential people in field service: 2015 edition Across December and January we asked our readers to nominate candidates for...

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Feature, Home, Service Operations

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

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Feature, Service Operations, Service Strategy

The core technologies we need to consider for effective knowledge transfer

The core technologies we need to consider for effective knowledge transfer Having worked together on an exclusive new Field Service News...

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Feature, Service Operations

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

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Feature, Home, Service Operations

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?

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Feature, Home, Service Operations

Can we train remote technicians if they have never worked within a field role?

Martin McLean reflects on whether it is possible to train remote technicians to solve customer issues as effectively as those who have a previous background working in field service.

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Feature, Home, Service Operations

Is the experience of pressure in the field key to what makes a great remote service specialist?

Martin McLean outlines how the experience of working in the high pressure environment on-site with the customer is a critical part of what makes an effective remote service engineer.

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