Tag: Martin McClean

Feature, Home Page, Analysis, 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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Feature, Home Page, Analysis, Service Operations, Service Operations, Trending

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 Page, Analysis, Service Operations, Analysis

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, 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 Page, Analysis, 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, Home Page, Analysis, Service Strategy, Service Strategy, Editor's Pick

The role that development and trust can play in workforce retention

Martin McClean explains how being involved in development projects has been pivotal in maintaining his passion for his role

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Digital Symposium, Premium Resources, Resources, FSN Free

Interview: Understanding the transition to remote service delivery from the technician’s perspective

We take a pragmatic look at the day to day use of remote service tools as we speak to Martin McClean, Remote Service Specialist, with Konica Minolta.

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