5 Ways to Improve New Technician Time to Value
Over the last few years, the topic of technician/talent shortage has been getting more and more traction at service industry events. Analyst firms Forrester, IDC, TSIA, Aberdeen and The Service Council are too in unison about the technician gap. And not only are...
Can You Use AI to Avoid No Fault Found Service Calls?
Busier roads, increasing competition, higher customer expectations, and rising costs are all converging in a big bang moment that's demanding change. For service teams, this moment will either destroy a business or force change, where leaner, more efficient models to...
Expert Take: Leverage As-Maintained Equipment Data to Avoid Downtime
Knowing when to ditch old equipment is tricky but essential to avoid waste and downtime. “Data is a precious thing and will last longer than the systems themselves,” wrote Tim Berners-Lee back in 2006 in A Framework for Web Science. It’s an interesting quote because...
3 Steps to Engage Your Field Service Workforce
For most people and organizations, 2020 goals and objectives have been set. For service leaders, this typically means increasing productivity at a lower cost, upping service revenue and product up-sells, and improving the customer experience. Being able to engage your...
Tips for Starting a Women’s Network at Your Service Company
Editor’s Note: At Maximize 2019, ServiceMax’s annual field service conference, we sat down with Robb Origer from DISH and Cathy Klein from JCI on ServiceMax Live to talk about the Women’s Networks at their companies. This article sums up their tips for starting a...
In Japan, Accenture Urges More than Kaizen to Achieve Digital Transformation
With Business Transformation Years Behind the US, Japanese Service Companies Have a Roadmap to Follow and Big Changes to Make Jun Shinohara is a man on a mission. As Accenture Japan's managing director, Shinohara spent more than two decades acting as a trusted sage...
Our Experts
Dave HartExecutive VP of corporate development, ServiceMax
Anil PaiGlobal Head of Digital Field Service Management, Tata Consultancy Services
Joe KennyVP of global customer transformation & customer success, ServiceMax
Suzanne LucasHR expert & author 
How to Reverse Course When Technicians Go From Top Performers to Team Slackers
They’re on every field service team – employees who are chronically late and the first ones to head home. And when they’re on the job, they do the least amount of work they can get by with without invoking disciplinary actions. Some would call these technicians...
Is It Possible to Be Both a Consistent and Flexible Manager?
When it comes to discipline, it’s a manager’s duty to be consistent. Allowing one breach of conduct can taint your authority and reputation, opening you up to a lack of respect that can lead to more problematic behavior. But as any parent can tell you, each individual...
Get Your Shift Together: Hire More Women
We’re living in the year 2020. Field service technicians are no longer just guys who fix things. Yes, they still fix things, but they aren’t just guys, or at least, they shouldn’t be. Nevertheless, the next time a tech greets you, odds are extremely high it will be a...
Comic Brake: Voice Commands
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.
Hyken: When Things Aren’t Going Well, Will You Accept Blame?
It’s never fun or easy when something doesn’t go the way you planned. What’s even more difficult is taking responsibility for it, and beyond that, admitting you were wrong.
With Proactive Maintenance, Customers Achieve Lower Costs, Improved Uptime, and Better Customer Retention
Not long ago, it was hard to Imagine a field service world in which providers could predict exactly when equipment would have issues. But today, we’re closer than ever to perfecting the art of proactive maintenance, says David Ovadia, director of product marketing for GE Digital.