What Does the Field Technician of 2025 Look Like?
In the past 10 to 15 years, there’s been an explosion of technology innovations devoted to driving technician productivity. Bartos said there is a significant focus on the revenue aspect of field service teams. “[Technicians] are high-value technical experts on any field staff. The technicians we work with frequently are fixing major problems on major machines doing major things for major companies,” he said.
Keeping these valued technicians with a company makes it essential to continue innovating the tools they need to do more when resources are continually in shorter and shorter supply. Many companies in the field service industry find it difficult to obtain the skilled technicians they need.
To get to 2025, one needs to see what’s happening right now in 2021. Bartos said data analytics on machines themselves are a more frequent occurrence with edge computing, and that will increase over the next several years. While these technologies are not new – they’ve been available since the early 2000s – Bartos believes we’re at a point in 2021 where companies can capitalize on this data.
What about the technologies coming down the pike that companies may be experimenting with, but are by no means commonplace in 2021? Augmented reality is one such technology Pandl and Bartos recognized as a possibility, but both agreed that customers are not quite ready for it. However, peer-to-peer enablement structures are a method Bartos sees growing in strength in the next few years. And, in the next four years, Bartos said IoT would become much more actionable and tie in more deeply to the entire service and logistical process.
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