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Recruitment, Hiring, and Retention

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  Last year around International Women’s Day, we at Future of Field Service launched a Women in Field Service series of content and we’ve continued that series since. Along the way, I’ve received mostly support from women (and men) in the industry and have had the wonderful opportunity to hear many women’s stories of hurdles, growth, and triumph. But I’ve also faced a few questions of, “If you really want equality for women, why keep…

  Between continued talent shortage struggles, an evolution of what we’re requiring of field technicians, and continued pressure from customers to do more with less (and faster), more and more companies are turning to contingent workers to alleviate some of the burden of their service requirements. However, while we’ve come a long way in the acceptance of a contingent workforce as an option, there’s still some hesitation around relinquishing control, trusting “outsiders” to deliver your…

  I had the pleasure of interviewing Don Rheem, author of Thrive By Design: The Neuroscience that Drives High-Performance Cultures, TEDx Speaker, and CEO of E3 Solutions, this week for the Future of Field Service podcast. He was filled with knowledge, passion, excitement, and thought-provoking points that I can’t wait for you to listen to when the episode is released. In the meantime, I wanted to recap some of Don’s points that really got me…

  As we kick off 2020 with a lot of talk about service transformation, migrating to outcomes, and how to leverage technologies like AI, there’s a need to revisit a topic that remains top of mind for many service organizations: the need for new technicians. According to a recent Forbes article, America is facing an unprecedented skilled labor shortage – the Department of Labor reported in January 2019 that the US economy had 7.6 million…

Back when I was an industry analyst, I ran a study to benchmark the strength of the service workforce. Through my research, I discovered that service companies expect nearly half of their service workforce to quit in any given year. We could easily spend hours speculating as to why that is, and there are certainly some identifiable trends, like an overall aging workforce, that help explain these numbers, but the underlying truth is clear: Service…

Field service is evolving enormously in recent years and technology and customer expectations will continue to advance just as quickly. Twenty years ago, field service may have been centered on break-fix repair, but the velocity now is towards long-term, contractual arrangements that are more satisfying for the customer and more lucrative for the service provider. Transformational technologies can enable whole new revenue models that make field service organizations stickier and more intimate with their customer…

While I could be considered a mainstay of the US WBR event circuit, last week was my first time not only attending but also speaking at WBR Field Service Europe in Amsterdam. It was exciting to experience a Field Service event through a slightly different lens but also reassuring that — regardless of geography — the challenges, changes, and demands that are facing service leaders remain consistent. While there are of course variations on objectives…

 Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.