Service technician work has always been essential in ensuring the smooth functioning of machinery and equipment. However, with the rapid advancements in technology, the future of service technician work is on the verge of a major transformation.
The integration of a premium field service management system, predictive maintenance, remote repairs, and the use of mobile devices are some of the latest technological innovations that have revolutionized the field service industry.
According to a recent study, 78% of field service organizations already use mobile device technology to manage their operations, while 57% use IoT devices to monitor equipment and predict potential issues before they occur. These technological advancements have resulted in an increase in the efficiency of service technicians, reducing downtime and improving customer satisfaction.
According to a study by Diginomica, only 35% of technicians surveyed were confident that their organization’s current processes and technology would enable them to meet future customer demands. This highlights the need for change in the industry and the importance of embracing new technologies.
Current Challenges
Service technicians face challenges in adapting to new technologies, with 64% expressing concern over potential job displacement. A lack of resources is also frustrating for over half of technicians, negatively impacting their performance.
While automation threatens job security, not all technicians are prepared for technological changes, with 59% feeling unprepared. Smaller businesses and startups face significant barriers to implementing new technologies due to high costs and the need for skilled labor.
However, embracing technology can transform technician work, leading to greater efficiency, accuracy, job satisfaction, and security.
Despite these challenges, the future of service technician work looks promising as more businesses realize the benefits of technology in improving service delivery. As KONE’s Senior Vice President of Service Business, Tomio Pihkala, says, “The transformation of the service technician’s work is already happening. Digitalization and the use of new technologies will bring a whole new level of efficiency, predictability, and customer-centricity to our industry.“
Embracing technology is critical for field service technicians to remain competitive, provide high-quality service, and stay ahead of their competitors. This article will explore how technologies and field service management systems will transform the future of service technician work.
Tech Trends To Watch in Future Service Technician Work
Field service management is a critical component of the manufacturing and service industries, where the efficiency and productivity of service technicians determine the quality of service delivered to customers. The advancement of technology has significantly transformed the service industry in recent years, and technicians are continually required to adapt to new technological trends to remain relevant in the industry.
Below are the three tech trends that will significantly impact the future of service technician work.
Augmented Reality (AR)
AR technology is one of the most promising tech trends that will transform future service technician work. Exploding Topics predicts that AR technology will continue to be a top trend in both 2023 and 2024. This suggests that AR technology will continue to grow in importance and become an increasingly important tool for service technicians in the coming years.
AR technology allows technicians to perform remote diagnostics, visualize complex issues, and receive on-the-job training. This technology will enable technicians to work more efficiently and accurately, leading to faster issue resolution and reduced downtime.
For instance, KONE, a global elevator and escalator solutions leader, has already implemented AR technology to improve service technician work. The company’s service technicians use AR technology to diagnose and fix issues remotely, reducing the need for physical travel and increasing the efficiency of service delivery.
Internet of Things (IoT)
The Internet of Things (IoT) has gained significant momentum in recent years, and it is expected to impact field service management’s future significantly. According to SelectHub, the advent of field service IoT adoption has the potential for significant improvements in customer engagement, and by 2023, IoT technology will transform the field service industry.
IoT-enabled devices can provide real-time monitoring and predictive maintenance, improving uptime and reducing costs.
IoT technology can also enable technicians to:
- Receive real-time notifications of equipment issues.
- Perform preventative maintenance before equipment failure occurs.
- Significantly reduce downtime and increase the lifespan of equipment, leading to increased productivity and profitability for service organizations.
- Give insights into customer usage, product performance data, and trend analysis across all installed equipment.
All these features will enable them to optimize service delivery. By adopting IoT technology, service organizations can cut costs, enhance customer satisfaction and improve service delivery.
Artificial Intelligence (AI)
Artificial Intelligence (AI) is another tech trend that will significantly impact future service technician work. AI technology will continue to grow and become an increasingly important tool for service technicians in the coming years, with Mordor Intelligence predicting that the Artificial Intelligence-as-a-Service Market will likely reach $43.29 bn by 2027.
AI can help technicians perform predictive maintenance, diagnose complex issues, and optimize service delivery. AI can also help service organizations improve their scheduling and dispatching processes, enabling technicians to arrive on time and improve customer satisfaction levels. Additionally, AI-powered chatbots can provide customers with immediate assistance, reducing wait times and improving customer experience.
According to SAP, “predictive maintenance will become a standard feature of field service management, with AI-powered algorithms analyzing machine data to identify potential equipment failure before it happens.” This technology will enable service organizations to move from reactive to proactive service delivery, significantly improving equipment uptime, reducing costs, and increasing customer satisfaction.
To Sum It Up
Organizations need to connect their technicians with all available resources through proactive rather than reactive strategies to compete in an increasingly competitive field service industry. Businesses that embrace growing field service trends, such as wearable technology and predictive maintenance, can increase customer engagement and loyalty while generating more revenue.
To put these trends into action, it is recommended to invest in a comprehensive field service CRM software solution. With strategic investments in automation and other value-adding assets, such as IoT technology, companies can expand their sales territory, improve response times, and build stronger customer relationships.
By respecting the power of data and staying ahead of field service management trends, businesses can stay relevant and thrive in the future.
