by Bo Wandell | Jun 25, 2020 | Mobile & Tech, Service Transformation
COVID-19 is rapidly accelerating digital transformation for service organizations, and knowledge management is playing an enormous part. Companies will need to rely heavily on third-party contractors, and it will be imperative that all engineers — both third-party and...
by Bo Wandell | Jul 22, 2019 | Customer Experience, Service Transformation
The medical device field service industry is changing. New challenges seem to be emerging at lightning speed: New U.S. Food and Drug Administration (FDA) and European Medical Device Regulation (EU MDR) regulations are being ushered in, baby boomers are retiring,...
by Terry LaBan | Jun 29, 2018 | Field Service Spotlight
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.
by Kerry Doyle | Jan 22, 2016 | Field Service Spotlight
Remember the office Xerox machine that seemed to constantly need repair? Or sat broken for days, waiting for a technician to arrive and service it? Those wait times have dwindled thanks, at least in part, to Xerox’s knowledge management platform, Eureka. The...
by Derek Korte | Dec 3, 2015 | Strategy & Leadership
Editor’s note: It’s impossible to stay on top of every service news story. We get it. Don’t miss a beat with our monthly “In Case You Missed It” series. Keep reading for November’s top stories, from one service leader’s novel parts...
by Derek Korte | Nov 10, 2015 | Field Service Spotlight
We recently asked John Ragsdale, vice president of technology and social research at the TSIA, to walk us through the highs (and lows) of knowledge sharing in field service, drawing from his latest annual research. One troublesome finding? “It is frustrating...
by Derek Korte | Nov 5, 2015 | Mobile & Tech
There are a few truths in field service management: One, people — and all of their accumulated know-how — is a company’s greatest asset. Two, service organizations are bound to lose many of their most knowledge people to retirement. Three, that knowledge is...
by Derek Korte | Apr 6, 2015 | Strategy & Leadership
Ask a group of field service leaders to name their top priorities, and one of the first answers will likely be improving how employees create and share knowledge. Fitting, since sharing is a huge trend right now — it seems the entire economy has given way to...
by Derek Korte | Dec 29, 2014 | Mobile & Tech
When people need to find information or answer a question, whether personal or work-related, today’s first stop is often the Internet. That instinct holds true for field service technicians, too, as answers are a Google search away on a technician’s...
by Derek Korte | Dec 3, 2014 | Strategy & Leadership
For service leaders, knowledge sharing is a top — and urgent — priority. One reason? Older technicians are nearing retirement, and executives need to capture every morsel of those seasoned technicians’ know-how before it’s too late. Another reason is that...
by Courtney Buchanan | Oct 6, 2014 | Strategy & Leadership
There’s no doubt that there’s a developing skills gap among employees who are currently in the field and candidates who are looking to work their way into field service. A Manpower survey found that the technician role was the third-most difficult to fill...