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Connected Customer Experience

Enlisting your Service Technician in Proactive Business Growth

Author Michael R Blumberg on Sep-9-2019

This article is guest post from Jim Baston. He is President of BBA Consulting Group Inc. and Author of the book: Beyond GREAT SERVICE-The Technician's Role in Proactive Business Growth

There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons.  Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization.  They know the technology, understand their company’s capabilities and know the equipment the customer is using and what they are trying to achieve with it.  They also generally have the trust of the customer.  Who is better at identifying products and/or services that the customer can use to make improvements to their facilities and operations?

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Mobilize Service Knowledge to improve Technician productivity and first-time fix rates

Author Eric Marlan on Oct-18-2017

As Products are getting more complex and product cycles are getting shorter, the service technicians cannot be expected to know all aspects of servicing your products. It is not practical to expect these technicians have the required training ahead of time. 

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The impact of Service Technician on Warranty costs.

Author Eric Marlan on Dec-7-2016

A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.

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