Equipment manufacturers need a strong field service team. Field service technicians are a direct extension of your brand, and they’re who your customers will mostly interact with. This is why how you manage your field service team matters so much. From repairs and preventative maintenance to installations and audits, the way your field service team operates can set you far apart from your competitors and keep customers happy and loyal. So, what does this look like in practical terms? Let’s take a look.
1. Optimise Scheduling and Dispatching
Better field operations start with better scheduling processes. For example, if you’re a manufacturer that services commercial equipment, putting the right technician on the job at the right time can mean the difference between a first-time fix and recurring, expensive visits. Adopting a scheduling tool is a fantastic way to optimise this process. There are tools available which can match technician skill sets to specific jobs, prioritise urgent jobs, and cut travel times by optimising van routes. Features like automated scheduling and real-time tracking mean your team can respond to jobs quicker, there’ll be less costly downtime for customers, and ultimately, you can attend more jobs in less time.
2. Real-Time Communication
Your field service technicians need to be able to access accurate, up to date information on the job. One way to do this is with a mobile app, where they can look up job details, schematics and manuals, relevant service history, and customer information–all from their device, from wherever they are. This level of communication means your technicians always have all the information they need at hand, and fewer details will slip through the cracks. With live updates, any last minute changes or urgent information is communicated immediately–meaning delays are reduced and it’s more likely that a job can be resolved on the first visit.
3. Preventative and Predictive Maintenance
As a manufacturer, no one knows your equipment as well as you do. This unique advantage makes preventative and predictive maintenance especially valuable. Using tools like IoT-enabled asset monitoring and accessing historical performance data, you can effectively schedule proactive maintenance for your equipment–long before any issues arise. Not only will this approach cut down on downtime for your customer, but it has the added benefit of positioning your brand as a proactive partner. Preventative maintenance like this will also improve the longevity of your assets, reduce warranty claims, and give you a reputation for reliability.
4. Utilise Data Collection and Analytics
Your data is one of the most valuable assets your company possesses. All the data collected during service visits provides powerful insights into the way your equipment and your team runs. Asset management software is capable of tracking every detail, like technician activity, part usage, and service duration in one centralised place. With this information in hand, manufacturers can make better, more informed decisions when it comes to technician training, improvements to products, and even the services you offer. This data will also help you forecast and plan more accurately, improving ROI and the performance of your team.
To Wrap Up
The way equipment manufacturers manage a field service team could have far-reaching implications for the entire business. It’s more than equipment maintenance–it’s a strategic asset you may not be taking full advantage of yet. By investing in digital tools and automations like smarter scheduling, a mobile app, proactive maintenance, and utilising your data, you can ensure your team is a shining representation of your brand, make your operations more efficient, and end up with happier customers.