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What do you do if your Field Service Engineering workflow needs improvement using technology?

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Field service engineering is a complex and demanding profession that requires technical expertise, customer service, and problem-solving skills. Even the most experienced field service engineers can face challenges and inefficiencies in their workflow, such as lack of real-time information, difficulty accessing and updating records, inadequate tools and equipment, low productivity and profitability due to travel time and paperwork, and poor customer satisfaction. Fortunately, technology can offer solutions to improve your field service engineering workflow. To leverage technology to optimize your workflow, consider steps such as obtaining real-time information, accessing and updating records quickly, having the right tools and equipment, reducing travel time and paperwork, and improving customer satisfaction.

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Sivakumar A

Seasoned Field Engineer in Medical Device Industry, Applying Field Experience in R&D

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1 Assess your current workflow

The first step is to evaluate your current workflow and identify the pain points, gaps, and opportunities for improvement. You can use tools like flowcharts, surveys, interviews, and analytics to map out your workflow and collect feedback from your stakeholders, such as your manager, colleagues, customers, and suppliers. You should also measure your key performance indicators, such as service completion time, first-time fix rate, customer satisfaction, and revenue per service.

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Sivakumar A

Seasoned Field Engineer in Medical Device Industry, Applying Field Experience in R&D
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First and foremost step is to analyze the current workfkow and identify the gaps. Second, what should be done to correct the gaps. Third, bring awareness, to the team about the new things which you are implementing to elimate the technological gaps. Finally, standardize learning and taking trainings as a standardized process

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2 Research available technologies

The next step is to research the available technologies that can address your workflow challenges and goals. Look for technologies that are compatible with your existing systems, scalable to your needs, and easy to use and maintain. Examples of technologies that could benefit your field service engineering workflow include mobile devices and apps, cloud-based platforms, Internet of Things (IoT) devices and sensors, Augmented Reality (AR) and Virtual Reality (VR) tools, and Artificial Intelligence (AI) and Machine Learning (ML) systems. Mobile devices can help you access and update service information, communicate with your team and customers, and capture signatures and payments on the go. Cloud-based platforms can store and sync data securely, allowing you to access it from anywhere and any device. IoT devices and sensors can monitor the status and performance of equipment while alerting you of potential issues before they become failures. AR/VR tools can provide interactive and immersive guidance, training, and support for complex or unfamiliar tasks. AI/ML systems can analyze data to provide insights, recommendations, and predictions to optimize service delivery.

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Jake Goodman

Field Service Engineer
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One needs to be very mindful with this approach that sight of a hammer doesn't convert all problems into nails. Any technique or technology will be appropriate for specific instances (otherwise they will not have become a commercial product). However, sales people and consultants will always push to integrate these way beyond the limits of efficacy. If you see potential utility for a new technology/piece of software; it pays to check that it is actually more efficient in terms of cost, time and quality procedure before a costly implementation.

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3 Compare and select the best options

The third step is to compare and select the best options for your workflow improvement. You should consider factors such as the cost, benefits, risks, and return on investment of each option. You should also consult with your manager and team to get their input and approval. You can use tools like SWOT analysis, cost-benefit analysis, and decision matrix to help you weigh the pros and cons of each option and make an informed choice.

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4 Implement and test the chosen technologies

The fourth step is to implement and test the chosen technologies in your workflow. You should follow the best practices and guidelines provided by the vendors or developers of the technologies. You should also ensure that you and your team receive adequate training and support to use the technologies effectively and safely. You should test the technologies in a controlled environment before deploying them in the field and monitor their performance and impact on your workflow.

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5 Evaluate and improve the results

The final step is to evaluate and improve the results of your workflow improvement using technology. You should measure and compare your key performance indicators before and after the implementation of the technologies and assess whether they have met your expectations and objectives. You should also collect and analyze feedback from your customers, team, and manager to identify the strengths and weaknesses of your workflow improvement. You should then make adjustments and improvements as needed to ensure that your workflow is efficient, effective, and customer-centric.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your Field Service Engineering workflow needs improvement using technology?

1

2

3

4

5

6

1 Assess your current workflow

2 Research available technologies

3 Compare and select the best options

4 Implement and test the chosen technologies

5 Evaluate and improve the results

6 Here’s what else to consider

Field Service Engineering

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What do you do if your Field Service Engineering workflow needs improvement using technology?

1

2

3

4

5

6

1 Assess your current workflow

2 Research available technologies

3 Compare and select the best options

4 Implement and test the chosen technologies

5 Evaluate and improve the results

6 Here’s what else to consider

Field Service Engineering

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