Top 5 Pain Points of Field Service Technicians
Resolve the miseries of these ‘Problem-Fixers!’
You need to be aware of what others are doing, applaud their efforts, acknowledge their successes, and encourage them in their pursuits. When we all help one another, everybody wins.
-Jim Stovall
The most valuable asset of a field service organisation is its workforce. The technicians work round the clock across different locations to serve the customers. It is the foremost duty of the supervisors to ensure that the technicians are at ease while working. The organisation cannot afford the loss of employees or their disengagement. Having worked closely with many field service organisations, we have compiled a list of top 5 pain points of the moving workforce and suggestions to keep them more engaged and happier–
1.
‘Where do I go, when I need help?’
The customers reach out to mobile field service technicians for help. But what happens when they themselves need some help? Many service technicians complain about being helpless at times. They find it difficult to solve a problem, connect with team members or get some form of help. An organisation should ensure that the service executives carry the right tools. Along with that, they should also make sure that the workforce has access to knowledge-base, resolution documents, videos, tutorials, or any content that can get them out of a sticky situation.
A mobile platform can be of great help in such situations. For example, a field service engineer can use the mobile application to see tutorial and fix a problem, repair a machine, or inform a customer about the actual procedure. Even in unsafe locations, a technician can use the mobile app to be in constant touch with the back-office. He can inform about his work and safety to the supervisor. As a person, it’s not possible to be an expert in everything and remember-it-all. So, a mobile application can serve as a companion to communicate and support.
2.
‘I wish no time was wasted in this traffic.’
A company or the workforce cannot control the traffic. The loss of those hours wasted in traffic is immense. It’s not in their hands to predict or do something about it. There are many wasteful hours in a technician’s day. It is quite possible that they get to hear bad for the same from their supervisors and customers. But, they are not at fault. Being stuck in traffic is one of the most common grievances of the field service techs. They have a long schedule, multiple locations, and varied tasks on their list. Fulfilling it all in time is not an easy thing.
One cannot predict traffic conditions. But, we can always take the help of mobile field service technology to determine an optimal route. Dispatching a job to the nearest worker having the right skillset can save time and efforts. A bespoke mobile working application has advanced routing features to align a technician’s day in a way that fetches efficient outcome. A technician can plan his day taking advantage of auto-routing that allows him to take the best route.
3.
‘Lack of information slows down my productivity!’
A little knowledge is a dangerous thing. This phrase goes well with the field service technicians’ concern. Having incomplete information is not only a threat to their productivity but also to the business profitability. The supervisors often notice a drop in efficiency when their workforce is not prepared for the job. This preparedness is due to lack of information. If the technicians are not aware of the exact details of customer history, equipment specifications, service records, priority, inventory, etc.; they fail to do their job as per the requirement.
Effective mobile field service requires every piece of information on-the-go. Supervisors must ensure that their workforce has latest information to achieve service delivery. For example, communicating any change like unavailability of customer, tools, change in schedule, and any other update should reach them in no time. Then only, it is possible to make most out of their day. The communication should have no roadblocks. Emphasize on seamless coordination.
4.
‘Technology is good, but it’s hard.’
The use of technology should reduce human efforts. It should not be painful for the workforce to use technology. A lot of technicians complain about the complex applications that add to their work than simplifying it. It may happen that they have to shuffle between different applications to complete their work, send updates, check emails, or it takes more effort to do the needful. Sometimes, the technicians even don’t find the applications useful or easy enough to understand. Such applications can be a big setback.
An organisation invests in technology to enhance the working of their technicians. There are number of factors that influence the choice of platform. Depending upon the education of your workforce, type of work, location, and their preferences, a company should choose an application with the required set of features, easy design, and interface and language. It should not be a burden to use it. Connect with the technicians, understand their issues and then find a way.
5.
‘I am disconnected from my organisation.’
Employee engagement is very important. If technicians do not feel connected to the organisation, their performance will not be up-to-the-mark. As a matter of fact, mobile field service technicians don’t remain in the office. Though they belong to the company, their role demands them to travel to different locations. Due to this reason, there is a gap between the service technicians and the office culture. They are less involved in the company’s updates, issues, goals, vision and the success. This fissure is not good for both.
The organisation must ensure that all the employees are well-connected and coordinated. They must engage the staff in various activities. Create a mobile culture where they can broadcast the recent developments. Also, allow the service technicians to speak about their problems, feedback, and suggestions. In a nutshell, bridge the gap of communication so that everyone feels valued and involved. Be there for your service technicians.
Talk. Tech. Tackle!
The field service technicians represent your brand in front of the customers. To earn customer loyalty, a company must focus on retaining its best employees. And to do so, it must take necessary steps to keep them happy. Then only, the service technicians will be on their toes. Mobile field service can be quite tricky and stimulating. Talk to them and know their discomforts. Take the help of technology for a solution. Tackle the challenges and achieve the goals. Are you facing troubles while managing your workforces? Consult our experts about the holistic mobile field service approach. Stay connected with us on Facebook, Twitter and LinkedIn for more updates.
