Top 4 trends that are changing field service technician’s role
Field service technicians play a critical role in the success of any field service business, providing crucial support to ensure that equipment is maintained and repaired with speed and precision. However, despite their importance, 73% of technicians find themselves bogged down by paperwork, leaving little time for actual fieldwork. To make matters worse, the demands of customers and management have only increased, and technicians often face complex problems to solve with lack of information while juggling long hours, unpredictable schedules, and tedious tasks. Making their job even more challenging and stressful.
Fortunately, there are solutions available to help technicians overcome these pain points and perform at their best. With the field service industry turning to and embracing new technologies such as field service management (FSM) software, the Internet of Things (IoT), artificial intelligence (AI), and predictive analytics, many of these obstacles are being eliminated. In this blog post, we'll explore these four game-changing trends and how they’re changing the nature of field service work and improving the lives of field service technicians.
1. FSM software: Automating routine tasks and empowering technicians
Rushing to solve complex problems on a tight schedule while overwhelmingly keeping track of tasks and responsibilities are a thing of the past with FSM software. FSM software is designed to streamline the field service technician's job by automating many of the tedious tasks that consume their time and energy.
With FSM software, technicians can easily manage their schedules, work orders, customer data, reporting, and communications all from a single platform:
- giving them time to focus on high-value tasks such as diagnosing and solving complex problems.
- providing them with access to critical information about the job, such as equipment manuals, service history, and customer preferences through the dedicated mobile devices.
- leading to a more fulfilling and rewarding career for technicians and attract new talent to the field.
Fieldcode has even gone so far as to address information overload by providing mobile software that guides technicians through each step of the process, providing relevant information when needed. Technicians can ensure all necessary information is gathered at the right time, avoiding double labor efforts or errors while also getting step-by-step guidance on complex solutions and regulatory compliance. Technicians can be more self-sufficient and work more efficiently, improving overall job satisfaction.
2. IoT: Enabling more informed and proactive decision making
Misinformation or lack of information is no longer a barrier with IoT sensors and devices. IoT provides real-time data on equipment and system performance, which enables technicians to identify potential problems and make more informed decisions about maintenance and repairs:
- technicians can take a more proactive approach to service, detecting and preventing issues before they become serious problems.
- reducing repair times, and improving overall customer satisfaction, leading to higher job satisfaction for technicians.
- automatically tracking inventory levels and order replacement parts as needed.
- quickly and easily finding the right tool or piece of equipment needed, saving technicians time and reducing frustration.
IoT can also help technicians work more safely and efficiently through wearable technology such as smart glasses or helmets. Though relatively new and not yet present in all field service industries, this technology can provide technicians with real-time information and remote support from experts, allowing them to complete difficult tasks more quickly with fewer errors and eliminating the need for costly travel. This can also reduce the risk of injury or accidents, making the job safer for everyone involved.
3. AI: Streamlining workflows and processes for increased efficiency
With the use of AI, technicians no longer need to rely on trial and error or guesswork to solve complex problems. By analyzing vast amounts of data from various sources, including IoT sensors and historical service records, AI algorithms can identify potential issues before they become critical and suggest the best course of action. AI can save technicians a lot of time and frustration as they resolve work orders more efficiently.
AI can also help organizations to make more informed decisions about resource allocation and service delivery:
- optimizing field service schedules and dispatching work orders directly to the right technician, regardless of location and time zones.
- analyzing historical data, current traffic conditions, and even weather forecasts, AI algorithms can recommend the best routes and schedules for technicians to follow.
- resulting in more completed jobs in less time, less stress, more productivity, and higher job satisfaction.
4. Predictive analytics: Enabling more accurate forecasting and planning
Finding the right balance between demand and resources can be extremely complex, especially during seasonal periods. Overstaffing, lack of resources, or lack of training significantly impact service levels and technician morale. Predictive analytics is like having a crystal ball that gives organizations the ability to understand their future needs and prepare their workforce for future volumes.
By analyzing historical data and trends:
- field service organizations can forecast demand, plan accordingly for future needs, and make informed decisions on onboarding new staff, training existing colleagues, or reassigning technicians when volumes change.
- field service technicians can work in a more predictable and stable environment, reducing the stress and uncertainty of the job.
- overloading technicians with too much work is avoided, enabling them to focus on their work and improving job satisfaction.
Conclusion
Innovations like FSM software, IoT, AI, and predictive analytics are transforming the field service industry and revolutionizing the work lives of field service technicians. By automating routine tasks and providing real-time data, these technologies empower technicians to focus on higher-value work and achieve greater job satisfaction and performance. Ultimately, these trends are helping to create a more rewarding and fulfilling career path for field service technicians.
As the industry continues to evolve, we look forward to seeing even more advancements that will further empower service technicians. At Fieldcode, we are excited to be at the forefront of these trends and to help our customers take advantage of them. We believe that by embracing these technologies, field service organizations can create a more enjoyable and rewarding career for their technicians while also providing better service to their customers. To learn more about how Fieldcode software can help your organization harness these trends, contact us today.