As part of our Field Service Management Expert Interview Series, we ask field service management experts about their views on the industry and what the future of field service management holds. Today, we interview The Service Council’s Chief Customer Officer, Sumair Dutta.In his role at...
Serving customers on the front lines of the business, field technicians are the lifeblood of field service organizations. They must be equipped to quickly respond to service requests and easily navigate to the next customer site. Once there, they need to be able to manage...
As part of our Field Service Management Expert Interview Series, we ask field service management experts about their views on the industry and what the future of field service management holds. Today, we interview field service management consultant Michael Blumberg. Michael is the president of Blumberg Advisory Group,...
Today's mobile field technician falls into one of three profiles. This field technician profile and maturity model infographic helps you assess how much value your field workforce is providing to your customers and your business....
When providing mobile tools for field technicians, service organizations are best served by solutions that are flexible, scalable and highly usable. There is a wide range of options available with varying mobile field service management capabilities, but only one is complete....
Technicians and engineers are responsible for delivering on the most critical aspects of a field service organization’s value. Responding to customer issues, fixing and maintaining equipment, conducting inspections, and tracking inventory use — to name but a few — have direct implications on an organization's...
In our work with some of the world’s largest field service organizations, we have seen many different business practices across various industries that are designed to improve upon all aspects of service delivery. While there is any number of KPIs a field service organization can...
Leading field service organizations do things differently. They know what metrics matter most, and they work to improve those metrics in everything they do. Here's a look at how the best run field service management teams perform compared to their peers. ...
At first glance, the differences between these two roles may not be all that clear. A field service engineer might imply the individual has a professional degree, and field service technician might imply mastery of a trade. But a field service engineer doesn’t necessarily require a...