The Evolution of Field Service Technician

The evolution of the augmented reality field service is nothing if not a testament to the evolution of technology, as we know it. At one time, the field service technician was little more than a service provider — someone who provided a service to a customer then went on his merry way. Today, however, the field service technician is someone who has become a trusted advisor on all things a business needs from a provider. Let’s take a look at this evolution, and how it’s paralleled to the evolution of field service technology as a whole.

Field Service Technicians: Then and Now

• There’s a major reason why the role of the field service technician has changed so much over the years, apart from the growing technological changes: companies are switching their focus to customer service, and are counting on their field service technicians, in a way, to deliver the full experience.

• According to a report by Aberdeen, 63% of the organizations that they polled are relying on the field to deliver their value. What this, then, means is that the field service technicians can’t just be knowledgeable in their field of expertise. Rather, they also need to be receptive to the customers’ needs and wants and be in tune to that when they are both fixing and up-selling products.

• Let’s take a cable television as an example. When the technician is called out to the field to repair a faltering service, that technician should listen to the customer’s complaints — and compliments — about the service he or she ordered, and use that feedback to provide an informed upsell of services. Field service support software makes it possible now.

• So, if the cable television field service technician finds out that the customer has an affection for movies and home improvement shows, he or she can suggest that the customer upgrade his or her service to include premium movie networks and home improvement network packages. In this way, then, field service technicians are becoming all-inclusive in their products and services offerings. In other words, it’s no longer just about going into a customer’s home, doing the job, and going home — it’s about being a full-fledged representative of the company.

Technology Empowers Field Service Technicians

• Before the existence of field service management (FSM) software, the technician’s tasks were manually tracked by other employees. Even granting the best of circumstances, this meant that their work could have been — and, often was — misrepresented or otherwise mistaken, undervalued, and even under-reported. Even as computer databases started to enter into the business, they were still subjected to human error.

• But all of that changed when FSM software came along, thus providing both increased productivity and accountability for field service employees and management.

• The same report from Aberdeen reported that FSM software and field technician software do a lot more than just empower the employees of an organization — it actually entices younger field service workers to come and work for the company. What’s more, statistically speaking, if a company does not deploy some form of FSM software, they run the risk of not enticing younger workers to their organization. And, if a company fails to entice younger workers to their organization — especially as the older ones retire out of the company — they run the risk of failing altogether.

• Technicians that have access to FSM software report that they can access data in real-time, which allows them to have access to all types of customer information in addition to providing them with safety and information that will make their job easier.

• Alstom is one such company that saw an increase in employee satisfaction, customer satisfaction, and productivity when it began deploying FSM software. Alstom, which was recently bought by corporate giant GE, is one of the biggest and best manufacturing companies in the world thanks to their smart use for FSM software and augmented reality field service software.

Data Mobility is Essential in the Field

• As today’s augmented reality field service continues to become more mobile, FSM software has to become just as mobile as well.

• Ian Heidt, CEO of HouseCall Pro — which was one of the first to integrate their FSM software with mobile technology — says that mobile technology is now essential for growing companies, even as the technology continues to evolve. “To arm technicians with tools to complete the business process on the spot, such as mobile apps that offer digital automation, eliminates administrative work and maximizes operational efficiency. Further, mobile apps offer organizational connectivity, through built-in communication platforms that can increase the effectiveness of operations,” he said.

• It, therefore, stands to reason that mobile technology will continue to transform field service technicians, and vice versa.

Blitzz’s FSM Technology is Mobile and Evolved!

One of the things that we, as a company, take pride in is our ability to evolve with the times and adapt our FSM technology to accommodate the needs of today’s empowered field service technician through visual support. Our video-powered remote assistance platform is customer-centric, data-driven, and offers exceptional support.

Best Wearable Cameras: Live Streaming on the Job

Wearable technology has exploded in recent years with the advent of several popular devices. You can own computer watches that function as phones or offer Bluetooth functions and buy various wearable health devices that measure heart rate, blood pressure, and daily steps with remote assistance software.

Cameras may be more influential than other wearable technology because they have so many practical applications. They are excellent for security purposes and work for police officers, security officers, and private individuals. They can work to improve sporting events, allowing for a better view of baseball plays or tennis matches.

The more technologically advanced smart glasses give you the ability to live stream on the job but also offer instant access to vital data in the most dangerous or complicated situations. The uses of this technology are nearly endless, and more companies have gotten into the sales and production of these devices. You have many models to choose from, so you need to do your research before purchasing a wearable camera, even when it features remote IT support.

Smart Cameras

• GoPro HER06 Black Wearable Camera: Critics praise this model for its excellent video quality and smartphone integration. The camera can be voice-controlled as well as manually turned on and off. It attaches to your clothing or most other surfaces and has a large number of accessories available. The suggested price is $399.

• iON SnapCam Lite Wearable Camera: This inexpensive camera is super light and only 1.5 inches long and comes with augmented reality software, of course. It takes 5 MP stills and 720p HD video and runs for about three hours per battery charge. The suggested price is $27.99.

• Veho Muvi VCC-005: This camera has a 170-degree wide-angle lens, so you don’t miss any of the action. It also has a noise activation feature that automatically starts the camera recording, making it easy to use in any situation. This model also comes with Velcro straps, a body clip, and helmet-mounting brackets, so it attaches easily to most surfaces. Suggested price: $299.

• SereneLife HD Clip-On Camera: This camera is especially compact, with dimensions of 2 x 0.6 x 2 inches. It’s easy to wear and has anti-shake camera stabilization, built-in Wi-Fi, and micro SD card. It has live remote assistance as well. Suggested retail price: $64.99.

Smart Glasses

Smart glasses can perform several tasks and bring a higher level of technology to the wearable camera. They are heavy-duty industry tools. Here are a few of the best.

• ODG R-7. These smart glasses not only feature a camera but offer so much more. They are tough enough for nearly any industrial use and allow users to receive remote assistance. They provide 3D stereoscopic, 360 degrees AR capability that makes workers safer, faster, and more efficient. Suggested retail price: $2750.

• Vuzix M300: This model allows you to go completely hands-free and offers the features of a smartphone, advanced camera, and computing device. It allows you to access the data you need when you need it, enhancing service in several industries. It comes with remote field support. The Vuzix M300 can even be used as a barcode scanner. Suggested retail price: $1000.

• Realwear HMT: This model is the only head-mounted computer that is approved for ATEX & IECEx Zone 1 as well as CSA C1-D1. It has four microphones and noise cancellation ability. The HMT-1Z1 also has excellent voice recognition, truly leaving workers hands-free. Suggested retail price: $2000.

Wearable technology is quickly becoming both more sophisticated and more affordable, especially with remote assistance software. You don’t have to be a professional to benefit from light-weight, versatile cameras, or the more advanced technology in smart glasses. They are perfect for use at work for safety, security, and quality control reasons.

Mobilizing Your Field Service Team

Technicians in the field cover more ground and make more customer contacts than ever. Technicians handle issues that range from maintenance on industrial machinery to electrical repair on a variety of machines like industrial printers, pumps, and motor. Their expertise helps businesses with malfunctioning machinery in a warehouse or on the factory floor. With technicians on the go, the need for a field service mobile solution is clear.

But, what can a field service app offer to optimize performance? What about improving customer satisfaction or efficiency?

A lot! If you deploy field technicians, then you can see performance improvements with mobile apps. Remote IT support is the next big thing in the service field.

Industry Applications Across the Field

This section will offer you some specific industry examples and a few ways in which remote IT support for field service can help.

Service technicians hit the road to solve problems, assess damaged machinery, or deliver needed parts. Servicing everything from electrical pallet jacks to reach trucks or forklifts, technicians keep workflow stable and without interruption. The more complex the job, the more important it is to offer the right support for your team. Remote field support can change the way servicing is happening right now.

Exploring the Features of Field Service Management for Mobile

Take a look under the hood of field service management platforms. What features should you be looking for?

• Real-Time Location Services and Route Optimization

• Going Greener and More Efficient with Paperless Processes

• On and Offline Usability

• Communication and Collaboration Tools

• Smarter and Faster with AI-Powered Systems

Benefits to Your Business

After detailing features, it’s time to explore how those features work to benefit a business.

• Show businesses how to shift their perspective from business to customer-centric workflows

• remotely assess problems for better service during a scheduled stop

• centralize communications

• reduce resolution times

• boost first-time fix rates

Delivering Better Customer Results with Remote Expert Collaboration

• In video chat for field service, live video and chat options allow in-house experts to help many customers without the travel time. Using video, chat and AR options, experts can see the problem, diagnose the issue and walk a technician through the repair.

• Deploy expertise for training via mobile, desktop or using smart glasses.

• Cut down on warranty claims with techs that have an expert resource in their back pocket.

• Record field technicians and service calls and expand your library of resources.

Exploring Communication and Productivity Options

• Don’t just chat, interact. Draw pictures, arrows, and other diagrams to explain images or videos.

• AR solutions offer point and capture solutions that detail parts for faster repairs.

• Loop in relevant expert help when it’s needed, all through the same collaboration system.

• Send documents and videos as needed through the remote IT support ‌software, reducing wait times.

• Track data for every service call.

• Let AI-powered systems get smarter with every service call, reducing wait times on relevant information and resources.

Rolling Out Your Field Service Mobile Solution

• Instant integration with CRM and support tools

• No development time required. Out-of-the-box functionality.

• Video already part of platform integration for an easy-to-use app.

Remote IT support for field service has made it easy to deploy field technicians and monitor their work remotely. The workspace has also become safe and simple.

Visit us at Blitzz.co to see how our mobile solution can mobilize your techs for faster, more efficient, and customer-friendly service.

How Live Remote Assistance is Transforming Support & Service Teams?

Live remote assistance technology delivers many benefits for support and service teams. Visual video and chat platforms allow employees to use a customer-centric workflow that’s designed for efficiency and solving problems during the first service request.

Empower Field Service Technicians

Field service technicians may discover problems that weren’t identified before they went to the client site through a field service management software. If they aren’t familiar with that situation, they can connect with relevant experts back at the home office. You avoid wasting the client and technician’s time when you don’t need to send a specialist to the site.

They see exactly what the client does if poor communication fails to reveal the real source of trouble. The technicians have the opportunity to prepare themselves for the scope of the project and the field service managers know what to expect when they head out there.

Minimize Travel

Unnecessary truck rolls cost your organization a lot of resources. Not all service requests require someone on-site. Live remote assistance and a field service management software allow field service managers and engineers to determine the scope of the issue and whether existing field resources can resolve it.

Even if technicians need to head in, you learn more about what the client needs help with. This information prepares the field service team in advance so they bring the tools they need to improve their first-time fix it rates and the time to resolve. The client’s satisfaction goes up as a result of these efforts. Over time, your NPS shows positive trends due to a better experience.

Record Answers

Your technicians don’t need to start from scratch for each service request. A video and chat platform for field service that supports recording gives the team access to a visual knowledge base. They can quickly access this content through a self-service portal rather than calling the home office or pulling a field service engineer away from what they’re doing.

These recordings from the real-time video streaming software also form the basis of your field service team’s training resources. New employees get to see job duties in different contexts. They can compare the way that they accomplish tasks at various categories of job sites, helped by the video references.

Personalized Assistance

Field service teams may run into unconventional situations that require out-of-the-box solutions that they’re not familiar with. They can get the exact assistance that they need with the help of live remote support from the remote access software through augmented reality glasses. For example, they may end up talking to the original field service engineer that designed the system so they know exactly how it’s supposed to work.

Automatically Route to the Right Technician

Standard customer support technicians may not have the expertise required to help a client that has an unusual use case or a complex issue. Live remote assistance tools route these service requests to the field service engineer & field service technician who are familiar with the case or specialize in that area.

Real-Time Speed

A centralized communication platform for live remote assistance speeds up the field service and support process. No one has to wait for calls or search for client chat records. Everything is available in one place and field service techs can reach the home office in real-time.

Live remote assistance opens up the door to field service technician empowerment. The field service teams can do more without requiring additional resources, due to the efficient use of personnel on-site and at the home office.

​ Field Service Engineer vs. Field Service Technician – What’s the Difference?

Field service engineers and field service technicians both head out to job sites to address issues that the clients encounter. However, they have many differences in their responsibilities, the skills required, their backgrounds and how much they get paid.

Job Duties

When a field service technician arrives at the site, they have a set of predetermined, specialized tasks to accomplish. They have extensive training in this area and work on their own or with a team by using remote it support. A technician reports to a manager that assigns them their job duties. They document everything that they do and ensure that tools go back to their proper positions at the end of the day.

A field service engineer, on the other hand, has a more strategic role at the job site. They may oversee the work of technicians, schedule in personnel as needed, design systems with available resources, optimize operations at the job site, handle emergencies, train technicians and create a maintenance schedule. They’re also responsible for generating reports for the clients and managing on-site communication. They also use augmented reality field service.

Background

Field service engineers have more extensive educational requirements than technicians do. Many employers look for four-year degrees or more with their engineers, while technicians can get started with an associates degree.

Additional certifications and training may be required for certain types of work. For example, mechanical engineers can learn more about how to design and maintain specialized machines. Technicians can become engineers over time through hands-on experience and continuing education courses and workshops. Companies may offer the training in-house or give employees opportunities to learn at schools and seminars. They also receive training on live remote assistance.

Salary

The salary of field engineers and technicians vary significantly based on the industry that they operate in. Computer hardware engineers, for example, earn an average of $115,080 per year, while mechanical engineers only bring in $84,190. Technicians of all types earn less than engineers, with a median of $62,190 salary.

Field service engineer salaries reflect the greater responsibilities that the role has. They are often in a leadership position and critical for resolving issues reactively and proactively to ensure smooth operations. The field service technicians at the client site report to the engineer to get their schedule and to report concerns.

Skill Sets

Field service technicians get hired based on the hands-on experience that they have in a particular area. A candidate may be skilled with an equipment category or software, with the knowledge of how to fix a problem in a timely manner through video chat benefits.

Field service engineers share those technical skills, but they also need to recognize the big picture view. They assess the situation to determine the ideal solution to make everything work better. Sometimes this involves putting the right technician on the job or redesigning equipment so it better suits the client’s needs.

Field service engineers need good management skills to guide technicians during repairs and maintenance. When they schedule people for the job, they have to consider who has the availability and the know-how to handle the task. They also need to know the equipment like augmented reality glasses and software well enough to create an effective maintenance schedule to limit future issues.

Engineers and technicians form a valuable part of your augmented reality field service team. When you understand the differences between the roles, you can make better use out of them.