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      on-demand recording

      Smarter Services

      Webinar: Empowering Technicians to Deliver an Exceptional Service Experience

       

      An executive discussion on the strategic approaches best-in-class organizations are taking to make certain technology adoption is successful.

       

       

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      Danny_Dailey
      Danny Dailey
      Senior Manager, Technical Service Operations -Electrolux
      Josh_Russell
      Josh Russell
      Director of Product Management -Mize
      John_Carroll
      John Carroll
      Chief Executive Officer -ServiceCouncil
      Michael_Israel
      Michael Israel
      Chief Operating Officer -ServiceCouncil
       

      Empowering Technicians to Deliver an Exceptional Service Experience

      According to the Service Council’s 2021 Voice of the Field Service Engineer (VoFSE) survey (700+ Technician respondents), 61% of technicians believe technology improves and makes their day-to-day job easier. However, an equivalent percentage of respondents (60%) do not believe their feedback is leveraged to make improvements. This is causing a significant issue with respect to technician engagement -- where 1/3 of respondents ages 25-44 (which typically represents 60%+ of a service organizations staff) indicate they do not plan to be a technician for the duration of their career. As many subscribe to the theory an engaged/happy employee equals an engaged/happy customer, the data highlighted above is alarming.

      Those organizations who are achieving best-in-class performance in operational and customer metrics are focusing on strategies which support an information enabled and empowered infrastructure looking at all phases of the customer journey: from triage & diagnosis through the on-site service experience.

       

      Discussion on the strategic approaches

      Triage & diagnosis
      Skillset alignment & technical guides in field
      Customer & asset history enablement
      Parts availability & ordering

      New findings on Voice of the Field Service Engineer (VoFSE)

       

      The Service Council will also reveal new findings from the 2021 Voice of the Field Service Engineer (VoFSE) survey which will reveal the current and desired capabilities of the FSE respondents to help you align your technology transformation initiatives.  For more information, contact us at info@m-ize.com.

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