DECEMBER 2017CIOAPPLICATIONS.COM8s a field service executive, I marvel at the latest field service management technology that improves operations and the customer experience. Automated notifications, IoT, customer portals continue to advance and engage the customer. Given the advanced technology and ability to automate processes, service business leaders must emphasize the "people skills" to achieve the full effect of the designed process and system. Field Service Engineers make a direct impact to the customer experience and therefore the company's brand and profit. The human touch is the most critical element in the customer experience and complimented by modern service technologies. To organize a proper on-boarding and on-going development pathway, Field Service Engineer development should address three primary job categories: product technical skills, soft skills to interface with the customer and finally, the "job" skills to interface with the field service management system, inventory control, and personal safety management. When I was a field service engineer, there was a deliberate on-boarding plan to be a "professional service engineer", not just to further my technical skills. My company leaders at the time knew they had to mold new engineers, often by mentoring and shaping into an already strong customer-centric culture. There was little formal training outside the generic customer service skills course, resolving conflict course, and a good Xerox learning program in professional interaction. But it worked, as a combination of outside training and a strong culture/mentoring from the senior engineers. I also remember a very clear set of work objectives and emphasis to self-development that augmented the learning and mentoring. Today, I view this as a FSE development "system" to differentiate and achieve business results. Those experiences and memories shaped a course I am on today, using modern technology and bringing digital processes to life. Let's start with recruitment and attraction of recent technology graduates to the field service industry. We clearly need new technologists to embrace today's FSE role of being the field brand ambassador, problem solver, customer relations specialist, and sales consultant. These are the "soft-skills" often discussed today and required to be a fully functional field service engineer. Service engineer Bruce Breeden, Vice President of Service Operations, FairbanksAFIELD SERVICE DIGITAL TRANSFORMATION,AND THE CRITICAL FIELD SERVICE ENGINEER SKILLSIN MYVIEW
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