These Service Heroes Are Accelerating Production to Fight COVID-19
Editor’s Note: Unlike many other job roles, field service workers can’t keep the world running during a crisis like COVID-19 while working from home. Over the next few weeks, our #CombatCorona series will be highlighting the incredible work that companies whose...
5 Ways Custom Apps Improve Emergency Response
Acting quickly during a crisis, whether it’s the COVID-19 pandemic or a natural disaster, is critical. Unlike many other industries, field service can’t take a break from keeping the world running during these situations. In today’s current crisis, many service...
Comic Brake: People Skills
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD. As part of our Women...
The 2020 CSO Report: A Guide for Service Leaders
It seems like a lifetime ago, but it was only last month at Field Service Medical when I had the opportunity to speak with service leaders at medical device and life sciences companies (see recap). My presentation to those service leaders, those Chief Service Officers...
The Technician as a Sensor: 5 Takeaways from Field Service Medical
Whatever happened to the title of the Chief Service Officer? I raised this question at the Field Service Medical conference that took place recently in San Diego. My question was intended to create dialog on this extremely pertinent topic, especially since: Service...
Here’s What Your Service Technicians Want You To Know
A mentor of mine says, “If you want to know what’s not working in your service business, it’ll cost you $20. Take a technician out to lunch and he or she will tell you. And you’ll probably have some change left over for dessert.” There’s also a $50 version of that...
Our Experts
Sean LydenAutomotive journalist 
Shep HykenBestselling customer service author & speaker
John RagsdaleVP of service technology research, TSIA
Rosemary CoatesPresident, Blue Silk Consulting 
What Is It Really Like to Work in Field Service: Women Tell All
In honor of Women’s History Month, we caught up with some of our female customers to learn what working in the field service industry has been like for them over the years. Meet Mirian Mirian Herold-Young is the Business Process Manager for Arbon Equipment...
COVID-19: Considerations for Field Service Teams
As the head of both marketing and customer experience at ServiceMax, I’m often talking directly to customers in the field service space. This week has been no different, except instead of talking about how technology can help them keep the world running through their...
3 Steps to Reduce Customer Effort & Improve CX
It’s Time to Be Proactive About Engaging with Customers The equipment maintenance and service industry is one of the last where there is a significant amount of person to person contact. Think in terms of the last time you interacted with a bank teller or a travel...
3 Takeaways From the IDC Parts Management Report
New IDC Report Highlights the Importance of Equipment Data and Parts Management Recently, IDC published the latest in a series of MarketScape reports for the Manufacturing segment. This IDC Parts Management Report, titled IDC Worldwide Manufacturing Service Parts...
ServiceMax 20.1: New Features to Help You Achieve Uptime
Join the upcoming ServiceMax 20.1 Release webinar on April 9th for a live look at these new features. As the digital transformation is picking up speed and becomes more pervasive, even companies who were slow to embrace this phenomenon are now in the race....
Field Service Strategy: 5 Ideas to Consider This Year
As a former industry analyst, and now someone who works directly with ServiceMax customers to provide advice and best practices during their individual transformations, I speak to a lot of end-user industry experts. The following five field service strategy ideas are...