Who is a field technician?
Regardless of their area of expertise, field technicians from all industries have almost the same function, namely to provide installation, maintenance and repair services for a device or machine. Technician is responsible for field operations, problem solving, repairs, and even providing machine training for clients at the specified location.
Technicians work in a company who provides services as their core business or as after sales service. Ranging from hardware providers, IT solutions, infrastructure, up to construction, with customers from B2C or B2B segments.
What duties and obligations do they have?
– Equipment installation: For most technology companies whose products are complex (for example security systems or air conditioning units), field technicians are required to install, test, and provide training to clients on the proper use of machines.
– Care/maintenance: Maintenance should be done regularly. For the automotive industry, this can be in the form of oil changes or tire rotations, or for other engine companies, it may be to replace filters or AC fuses.
– Carrying out repairs: For damaged goods, the technician must identify the root of the problem, repair, and order the replacement for the damaged part.
How is the service request workflow?
Technicians who work under the principal company will be directed to clients who need services. However, most companies still record client complaints manually, then new data is processed and sent to the supervisor to arrange the schedule for field technicians. After that, the supervisor will give assignments when the technician is still in the office or by phone and text.
How does this affect the quality of service?
Manual systems are very vulnerable to human errors such as miscommunication, which can result in technicians coming to the wrong client or carrying wrong tools. Supervisors can also schedule technicians with different skills.
With a manual system many things can slow down the service requests process. If the client is not satisfied with the service, the company can lose their client.