The Tool Belt in Your Head - Knowledge and Service

Posted by Erez Glinansky

Mon, Jan 21, 2013

toolbeltWith the numerous tasks that field technicians perform on any given service call; it is amazing to realize how many are performed successfully.

Consider a day in the life of a field service tech:

  • Notify the office of availability

  • Confirm the jobs for the day and the schedule

  • Communicate with customers via phone, text, or on site

  • Diagnose problems on a variety of equipment types

  • Identify replacement parts and tools needed for the job

  • Check inventory, order and retrieve parts

  • Install replacement parts or perform repair of existing part

  • Provide routine maintenance

  • Intercept emergency repairs and schedule changes

  • Discuss replacement or upgrade options with customers

  • Record all activities and close out completed jobs

Every service industry has field technicians who take on these roles in one form or another. From copier repair to plumbing and HVAC to utility services technicians have to acquire a wealth of knowledge to stay on top of their game.

Unfortunately, not all techs can have a complete encyclopedia of technical knowledge in their heads. With changing technologies, new schematics and replacement parts it can be a challenge to keep up. Service technicians are under constant pressure to stay on top of all of this information while still performing their jobs productively.

Today’s technicians need a new set of tools – or at least a better way to store them. Instead of relying on memory in order to make repairs and find parts, technicians can utilize new solutions that leverage technology.

Thanks to mobile computing and cloud services, a great deal of information is readily available from a smart phone, tablet or laptop computer. Consider all of the ways that this technology can help field resources to do their job:

  • Customer profiles can provide a history of the equipment that was installed and what types of repairs or maintenance has occurred in the past at any job site.

  • Equipment information including models, system diagrams, parts records and repair instructions can be easily accessed to resolve issues more efficiently.

  • Parts data that can be found based on the equipment type or the part type along with any part changes and price information. Also the availability of the part can be shown with delivery or shipping information.

  • Instructions on how to safely perform the repairs and any additional issues that might occur are documented and available for review.

  • Quick checklists can be created to make sure every item is address on a work order so the customer will be fully satisfied.

With the right mobile field automation solution in place, a service technician can handle virtually every aspect of the business from any location without a special trip to the main office.

It is great to have a lot of knowledge in your head to service your customers and their equipment. It is even better to use your head to leverage technology for greater productivity and higher quality levels. The tool belt around your waist may have a flashlight and a screwdriver, but the tool belt in your head can have access to all the information you need to make your field service work much easier.

Tags: Workforce Management Tips, Field Service Optimization