Field service is one of the essential elements to customer service and it may be difficult for some field service management professionals to understand the concept of field service management. Simply defined, field service management refers to the management of the resources used in or en route to a client's property, instead of on company property. It is an important business strategy, which has tremendous implications in terms of customer satisfaction and retention. There are many aspects that contribute to field service management and this article highlights a few of them.
Field service management is a field that has expanded rapidly in recent years due to both economic and technological factors. Technological advancements mean that modern telecommunications equipment, such as cellular phones and laptops, make it possible for technicians to work from more remote locations than was previously the case. These changes also have resulted in an increase in the number of technicians required to perform these tasks, which has resulted in an increased demand for field service management personnel. Technicians are now required to report to an office, instead of performing their duties on the field site.
The life safety aspect of field service management is a key issue in this industry. Life safety methods include proper inventory management, the maintenance of records of inventory levels and the reporting of any changes in inventory levels to field service management. A large portion of life safety management is directly linked to inventory management, with the lack of adequate inventory management resulting in an inability to accurately assess risks and prepare an adequate response. Additionally, there has been a large amount of growth in the number of companies involved in the manufacturing and distribution of hazardous materials. These companies require access to accurate inventories, especially during times of emergency. Proper inventory management and the ability to communicate with suppliers and manufacturers are imperative to meeting business needs and fulfilling business goals.
In terms of customer expectations, there are many. Most companies in this field want their technicians to provide preventive maintenance services. Since most technicians are field service management technicians first, they are expected to be knowledgeable in the methods and prevention maintenance methods used to keep their customer's equipment in good working condition. Furthermore, since most mechanics are field service management technicians first, they are expected to perform their duties in a manner that is timely and unobtrusive. Therefore, although customers appreciate the opportunity to be kept informed about routine maintenance tasks, they also expect technicians to conduct those tasks in a courteous and professional manner. Therefore, good customer service skills are imperative.
Because technology has allowed field service management technicians to perform many tasks previously performed only by machinery or personnel, there has been an increased need for skilled technicians who are computer literate and who have basic office skills. Computer skills alone are not enough, however, as many companies require technicians to possess extensive technical training in software packages such as Microsoft Office products. In addition, many companies require field technicians to complete special certifications, such as the Certified Information Technology Specialist (CITS) or Certified Information Systems Security Specialist (CISSP) certifications, in order to verify that field technicians have met specific skill and knowledge requirements.
Although businesses want field service management software for small business technicians to be more efficient, it is also important for them to be on hand less often, as they tend to cost more to keep operational. For this reason, businesses can save money by having field service management technicians only when needed. By pairing technicians with less-demanding jobs, such as data entry, dishwasher and cleaning technicians, companies can free up resources to hire technicians for more difficult, but more important, tasks. More technicians mean less time on the clock for other staff members, and more productivity from existing staff. This is why more businesses are placing great value in ensuring their technicians are properly trained, equipped, and well-trained in computer tasks.