Tag: Remote Service

Feature, Home Page, Editor's Pick, Service Operations, Service Operations, Editor's Pick

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, Home Page, Analysis, 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, Trending

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…

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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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Digital Transformation, Digital Transformation, Analysis, Feature, Home Page, Trending

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…

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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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Feature, Service Operations, Service Operations, Analysis

How Konica Minolta is fostering a culture of intrapreneurship within the workforce

Martin McClean explains how through a series of dedicated initiatives Konica Minolta is fostering a culture of intrapreneurship within the technician workforce

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Home Page, Analysis, Premium Resources

Remote service is now firmly established as part of our industry

While the tools for remote service were being leveraged by some forward-looking organisations and championed by many analysts in the industry as a game change long before 2020, the pandemic brought the whole field service sector onto the same page

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Digital Transformation, Digital Transformation, Analysis, Feature, FSM Technology, Analysis

Understanding the day-to-day use of remote service tools in service delivery

We hear from Martin McLean, Konica Minolta, about the practicalities of day to day use of AIRe Link solution they use to deliver remote service

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