Jim Saccone manages a team of field service technicians as a Global Services Leader at GE Oil & Gas, which provides equipment and maintenance services to oil and gas producers. To do their jobs requires a lot more than a screwdriver: they Continue reading
Category: Field Service
Customer response time is key.
Remember the Maytag repairman commercials? He lives in a perfect field service world. Your Maytag repairman has nothing to do because the product never breaks. He hangs out, is bored, and hopes the phone will Continue reading
Looking to cut down on the number of fender-benders marring your service vans — and driving up insurance costs? Check out the 2014 Mercedes-Benz Sprinter, which starts at more than $32,000. The state-of-the-art safety features, which come at an additional cost, Continue reading
As-built or as-installed BOMs and installed base accuracy are essential
Friday, 11:30 PM: Your service team receives a call from your most important customer, who has a 4-hour response contract. Your field engineer is on-site in 30 minutes, troubleshoots, and Continue reading
Most people know Jay Leno as NBC’s late night emcee, but in the machine world Leno has another claim-to-fame: he collects cars — boasting an extensive conglomeration of almost 200 vehicles. In order to maintain his vast collection of cars — some Continue reading
This year we’re looking to answer the question that has certainly crossed your minds: where does your company stand on some of the biggest issues facing the field service industry today?
It shouldn’t come as a surprise that finding an Continue reading
RMA numbers are essential to the returns process.
Returns and reverse logistics are challenging. Customers consider returns low value and low priority. But the financial impact to your business of getting products and parts back quickly and efficiently can be Continue reading
Last week on the SmartVan’s Field Service Poll, we asked what you considered to be the most important metric for measuring your team’s performance in the field. The results are in and, while the top performance metric chosen was service Continue reading
As tablets have become the latest go-to device in the field, lower cost and rugged options are more available. From the advancements in functionality to the incremental growth in field service applications available on tablets, the burden for field managers now Continue reading
Alternative fuel vehicles are going to become more widely available in 2014, with offerings from the likes of big-name motor companies Ford, Nissan and General Motors.
While Nissan plans to roll out an electric version of its NV200 after the new year, Ford and Continue reading
Have a recovery plan ready to assist customers when disaster strikes.
Disasters are going to happen, and you need to be prepared. In addition to natural disasters such as fires, earthquakes, floods, volcanoes, and hurricanes (referred to as force majeure), Continue reading
Whether it’s collecting customer feedback or tracking first-time fix rates, field service managers rely on a variety of metrics to measure the quality of their team’s work in the field. Take our weekly poll and tell us how you currently measure Continue reading
There are have been many major advancements in welding since the days of blacksmiths forging metals with heat and hammer. Take, for example, the wire-feeder welder: a smaller, more portable machine perfect for in-house projects, welding on the go, or Continue reading
It’s the third day of the Field Service Europe conference here in Amsterdam and our attendees have already gotten some best of breed tips that they will certainly take back to their offices to improve their field service teams. One of Continue reading