How can you improve your field service response time and first-time fix rate?

One thing I have found incredibly helpful is to motivate your employee with Money. Food and water tickets(or money) are the best way to keep your employee healthy and alive. I have also found that giving large lumps of money to just one person doesn't allow for Happy employeeS just one happy person. Everyone wants money but every job acts like money is a perk. No, money is what motivates people to achieve more. If my house is falling apart why would I even want to get out of bed? Think about it longer than 10 seconds. Take me for instance I would rather start my own business or become homeless rather than work for ANY company out there. Why, because everyone above you is greedy! Quit trying to increase productivity. PAY MORE.

1. have a good understanding of your network, with this you can easily identify point of failure. 2.Ensure you do proper PPM, with this you are able to solve some problems before they happen. 3. keep logs of incident and conduct proper root cause analysis 4.Be a good team player, this will help you to get the right support when needed. 5 Don't be scared of challenges, you will learn from it wether you fail at it or succeed at it. 6. Have a good mental strength.

What happened to a "Work Ethic" I read all these comments about "Stick and Carrot" Ridiculous. We need to be aware that what we do impacts Patient Care. If you lose sight of that you should not be in this business. If money is your motivation?

I have found the use of field service software useful as the one I use has an interface with the one of our major customer.When I receive the customer's request,it is scheduled to a staff who will do the work and send feedback to the customer's software through ours and the interface.This has improved response time eliminating many manual interventions.

There was once a time when customers were content to wait hours — or, in some cases, a full day — for a technician to arrive and service a piece of equipment, but no longer. Today’s customer expects you to value their time, which means you can’t afford to leave scheduling up to chance. Modern field service solutions can provide a unified view of open work orders, technicians’ skill sets, and available resources, so you can assign the right technician and the right resources to the right job. Field service optimization software also makes it easy for customers to monitor the status of their repair. Rather than wait hours for their technician to show up, a field service solution can quote a customer.

Developing ,and using tools like google earth , ARCH Gis can really help the team if trained to . Navigate in their daily Implementation , request change whenever solutions are unfeasible

First time fix can be improved by giving FSE everything they need in their tool box including; training, knowledge, information, parts and of course tools. Making the entire process of repairs as fluid and efficient as possible helps the engineers to dedicate 100% of his time to fixing the system.

I completely agree! All of the above is exactly what FSE needs for a correct and quick diagnosis and of course possible repair of a damage from the first visit.

I think working in the power/utility sector is one of the more challenging to manage when procuring tools/equipment and keeping accurate inventory. It is such a broad scope of testing equipment and tools because of field technicians having such a wide scope of responsibilities. Although there is a lot of inventory programs to choose from, innovations are making it easier and more geared towards how companies perform work. I think when companies allot the proper funding for tools/safety equipment/testing equipment, etc., it shows the employees that they are invested in them as well.

Know your product well and when customer rings with a fault problem then you need to ask the right questions to analyse the problem in your own mind leading then to taking the right spare part and the right tools. Job completed promptly with minimal downtime to the customer

Training should be focused on more than just the specfics of the equipment. Teaching critical thinking, problem solving, communication skills and how to deal with stressful situations are just as, if not more important, than knowing how to diagnose a failed piece of equipment. Even after the information has been taught, we have to give them the opportunity to perform, to use those problem solving skills under pressure situations.

Digitise company knowledge. The storage and accessibility of lessons learned and building a technical library that team members can utilize readily and efficiently is the key piece in my experience. Organizations have a lot of collective knowledge but how do you ensure that its available to a field service tech when required when arriving at a new problem they haven't experienced before? Make manuals and reports available on the cloud, build a structured tech library for the team to build upon each others knowledge and experience to succeed.

A well-trained engineer is one who is eager to learn. With sufficient support and technical clarification, a good manager can always motivate their people. Make it a practice to document procedures.

In my experience: Why is it essential to invest in field team training? It is essential to invest in field team training to improve efficiency, retention and customer satisfaction. Tips for training field personnel include using performance measurement, making training accessible, and using instructors as examples. Investing in field team training is essential because it increases profitability, develops leadership skills and optimizes work processes.

Monitoramento em Tempo Real A utilização de tecnologias de monitoramento em tempo real para acompanhar o progresso dos técnicos no campo e tomar medidas imediatas em caso de desvios ou atrasos tais como: Sistemas de Rastreamento GPS Sistemas de rastreamento por GPS integrados aos veículos ou dispositivos dos técnicos. Isso permite uma visualização em tempo real da localização dos técnicos, ajudando a otimizar as rotas e fornecer informações precisas sobre o tempo estimado de chegada. Aplicativos Móveis e Dispositivos Wearable Implementar aplicativos móveis ou dispositivos vestíveis que os técnicos possam usar para relatar o status do serviço, receber atualizações e registrar o progresso em tempo real.

Monitoramento em tempo real, mantem a sensibilidade do Gestor elevada. minimizando perdas e otimizando Produção com qualidade.

Absolutely agree with this if done the right way. Analysis should not be used as a tool to push the team to do better. That is simply a message that nothing is ever good enough. Rather, set clear KPIs and use the analysis as a discussion point IF the KPIs are not being met. Otherwise use the data to celebrate the successes.

Regular performance monitoring promotes accountability among field service engineers, encouraging them to take ownership of their performance and strive for excellence in delivering service. I truly believe, monitoring and analyzing performance metrics are essential practices for field service engineers to drive continuous improvement, optimize efficiency, and deliver exceptional service to customers, but always taking into account all the variables that affect the responses times, first-time fix rates, etc.

Monitoring performance is absolutely critical in order to improve. The question is not whether or not you track metrics. The question is which metrics do you track. Customer satisfaction needs to be a top priority. The raw number of customer visits per month, on the other hand, works directly against first time fix. In too many organizations an FSE shows up to job number one already planning and worried about being late, for job number 2. That's not an environment in which first time fix is going to score well.

Field Service employees should have some form of Customer Service training. This equips the FSE with the right tools to make a good impression on the customer and allows both FSE and Customer to give feedback that can be properly acted upon.

I can remember back when the service industry was driven by Customer Sats. My pay raises were keyed to my SATs. This was an encouragement to engage with your customers regularly. Taking care of their issues on a timely basis made for good customer SATs and happy customers. Sadly over time the industry has gone to a call volume model with little regard to how well the customer is served. It is now all about the bottom line. No wonder there is such a turnover in personnel. No one takes ownership of ongoing issues, they are too busy running to the next call. In my 40 years of being a field service tech I have witnessed it stop being career/profession to it now being a job. Careers last decades, jobs are short lived for the most part.

Customer feedback is a strong tool in managing and monitoring performance. It becomes even more powerful when good feedback are discussed with the team and the technician given some form of reward. Rewards for good feedback motivates the technician to do better. In one of rig I worked in the past, the customer was giving everyone on board gifts for every 90 Perfect HSE days. Because we want the gifts, we do everything possible to ensure no HSE issue. We all became HSE Officers on the rig.

Es un trabajo directo en el cliente. Es necesario escucharlos, entenderlos y dentro de nuestras posibilidades hacer que el cliente se sienta agusto con el producto y contento con el servicio. Es necesario proponerle mejoras, otras formas de trabajo, presentarle evoluciones y mejoras y hacerle parte de ella. Mediante el fse y controlando su trabajo (tiempos de trabajo, paradas voluntarias y por averia, cambios en el sistema de trabajo) podemos hacer que el cliente este contento y será fiel con nosotros (como nosotros con el)

Soliciting and acting on customer feedback is crucial for improving response times and first-time fix rates in service industries. Feedback offers insights into specific issues, helps identify recurring problems, refines processes, and fosters a customer-centric approach. Continuous improvement based on this feedback leads to more efficient services and higher success rates in resolving issues on the first visit.

Uma boa base de treinamento para os técnicos de campo é o início de tudo. Mas esse bom treinamento deve se estender aos técnicos de suporte remoto. Que serão o primeiro contato com o cliente. O mais importante é reforçar junto ao cliente a importância de sua participação no suporte remoto. Uma boa comunicação entre o cliente (usuário final) e o suporte remoto, pode diminuir drasticamente não só o tempo de resposta, como aumentar a capacidade do técnico de campo, quando necessário, resolver o caso em uma única visita. Visto que o diagnóstico feito pelo suporte remoto junto ao cliente foi o mais fiel possível ao problema encontrado. Assim, o técnico de campo estará municiado, previamente, do necessário para a resolução do problema.

The most important things are field team training on regular basis to get positive feedback from customers and avoid site accidents as well as pay a very good amount to field employees because field jobs involve a hectic schedule.

La mejor opcion es intentar comprender las necesidades del cliente y ofrecerle dentro de unas expectativas reales una solucion personalizada. Esto no solo incluye el producto unicamente tambien las visitas comerciales, servicio tecnico, planificacion de mantenimientos y de mejoras con reuniones informativas. Que el cliente vea que el servicio es algo cercano y que su unica función es ayudar en momentos dificiles y intentar que trabajen de manera eficaz, rapida y sin imprevistos

écouter les clients(qui sont aussi vos partenaires) mais ECOUTER LES TECHNICIENS. Leurs problémes pour effectuer les tàches qu'on leur donne

Field service covers a lot of territory. The purpose of field service is to ensure the maximum uptime of customers equipment. This can cover preventative maintenance as well as emergency (breakdowns). To enable the field service technician to achieve these objectives he must be supplied with the correct tools(technical information, tools required and backup) Simple to say but sometimes hard to achieve. Before one can repair/service equipment you need to familiar with it and its operational systems.