The field service team is no longer the anonymous ‘fixers’ that go unnoticed by customers, senior leadership, or the competition.
Technicians have the responsibility of not only fixing things, but they have also become brand advocates and the face of many service organizations. This evolution has occurred as end customers now have real options for their business, and thus OEMs and service organizations have had to focus on the impact that the field team has on delivering valuable experiences. This has proved more difficult than many service leaders might have thought. Many of us who live and breathe service understand the importance of efficient field service. Unfortunately, understanding and execution are not always on the same page for everyone. To find out:
- What is keeping service organizations and OEMs from excelling at field service,
- How the state of the service industry is impacting your business and your competition,
- What does modern field service look like?