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Machine learning, Artificial Intelligence, and drones are changing field service today, and improved management, delivery and monitoring is driving greater productivity, happier customers and increased revenue.
Whether it’s data analytics, augmented reality or remote mentoring in the field, service technicians will need a different skillset compared to yesterday’s simple break/fix mentality. Analysts predict that technicians will need to focus more on customer outcomes as increased maintenance efficiency leads to fewer face to face customer interactions.
In partnership with Field Technologies Online, Mark Homer, Head of Global Customer Transformation at GE Digital, discusses how to transform today’s technicians into the new service engineers of the future.