Blog

Data Collection and Analysis in Field Service

June 8, 2019 by Bruce Breeden

The “People, Process, Technology” framework has effectively guided many initiatives and projects over the years and produced valuable data for reports and business metrics. Now we are innovating the service delivery process with artificial intelligence, use of drones, smart devices,…

People Roadmap

March 27, 2019 by Bruce Breeden

Product-oriented businesses review and value their “product roadmap”. The vitality of a product-based company depends on the on-going development of a product roadmap and continuous innovation. Future market growth and company valuation are in part determined by their product roadmap.…

How to Build Field Service Passion in Your Organization

January 23, 2019 by Bruce Breeden

Nothing constructive can occur on a sustainable basis without field service engineers who operate with passion. Field service is a rewarding but hard business. The leader’s ability to generate organizational passion through a mobile-based workforce is based on strong leadership…

Coaching for Performance

November 7, 2018 by Bruce Breeden

It’s well understood for the need to have strong engagement, adoption of technology and a skilled workforce to achieve service business objectives. Sounds so easy and straight-forward but yet business objectives are missed, and the root cause is mixed performance…

Outside the Work Order – your Mobile Digital Mission

October 16, 2018 by Bruce Breeden

We rely on the “Work Order” to complete the call transaction and capture the data. Work orders are important and recognized as the nucleus of field service operations. Leaders today however, have other business drivers ranging from selling services to…

Tech Recruiting Starts with Tech Retention

September 13, 2018 by Bruce Breeden

I was spending a day with a group of 40 field service techs, coordinators and service managers conducting service technician training. Our training starts with establishing the value of the field service technician role to their company, and how the…

What to do with Productivity Gains in Field Service

September 12, 2018 by Bruce Breeden

Annually, field service organizations achieve higher levels of technician productivity through technology, process improvement, training, quality and hard work. Productivity, as a field service objective, is defined as more output from the work produced, and consistently service leaders make…

Field Service Compensation that Works

August 20, 2018 by Bruce Breeden

Compensation is a difficult subject, and field organizations are challenged with establishing and evolving their plans to attract talent and achieve performance goals. As a field service operations leader with a background in various industries, here are experiences and practices…

Field Service Technician Enablement

May 26, 2018 by Bruce Breeden

Field Service Resources Expansion Field Service Resources is an advocate of field service technicians and engineers in the profession. We generate business results. We have focused on field service training and the combination of technician and soft skills that are…

Creativity in Field Service

March 18, 2018 by Bruce Breeden

On those long days when your field service team is challenged by meeting customer demands, navigating recurring issues, dealing with unexpected travel delays and the like, creativity is the vehicle to problem solving, designing new customer experiences, and staying energized…