Technician Perspective on Field Service Management. Why your technician hates your Field Service Management solutions


As technology continues to permeate our lives, there is no surprise that it is just as prevalent in the field service industry. Many businesses have adopted field service management solutions to help them better manage their operations and technicians. However, these solutions often leave technicians feeling frustrated and overwhelmed. This blog post will explore the technician’s perspective on field service management and why they may hate your current solution. We will also investigate best practices for ensuring your technicians are equipped with the right tools and processes to make their job easier.

Effective scheduling is the key

For a field service management solution to be effective, it must maintain the pillars of effective scheduling. These pillars are:

Efficient use of time: A good field service management solution will allow technicians to efficiently use their time by providing tools to help them plan and schedule their work.

Optimized for customer needs: A good field service management solution will be optimized for customer needs, ensuring customers get the best possible service.

Easy to use: A good field service management solution should be easy to use so that technicians can quickly and easily schedule their work.

Are Your Technicians Unhappy?

Are your technicians unhappy with your Field Service Management solution because it’s outdated and unable to provide the information they need to do their job?

Here are some specific reasons why you should consider a new FSM solution:

  • Your current software is complicated and hard to navigate.
  • It isn’t easy to enter data into the system.
  • The system is often down or slow, making it difficult to get work done on time.
  • There are often errors in the system, leading to frustration and wasted time.

Are You Able to Capture Accurate Information in the Field?

Technicians must rely on several tools to complete their work efficiently and accurately. This can include everything from mobile devices and apps to laptops, software programs, and more. But if the information isn’t captured accurately in the field, it can cause significant problems.

Inaccurate data can lead to billing mistakes, miscommunication between technicians and office staff, and other issues resulting in unhappy customers. Field service management solutions must capture accurate information, so everyone is on the same page.

There are a few key things to look for when choosing a field service management solution:

  1. Make sure it has robust data capture capabilities. The solution should be able to track all kinds of information, including job details, customer information, technician notes, and more.
  2. Choose a solution that is easy to use. Technicians should be able to input data quickly without going through many steps or dealing with complicated menus.
  3. Select a solution that integrates with other systems. This will make it easy to share data between different parts of your organization, such as your accounting system or CRM software.
  4. Consider using cloud-based field service management software. This will allow technicians to access data from anywhere, including their mobile devices.

Identifying Areas of Improvement

Scheduling: From a technician’s perspective, a few key areas need improvement in most field service management solutions. The first is the scheduling system. Too often, schedulers need more information about technicians’ skills and qualifications and get scheduled for jobs they are not qualified to do. This wastes time and frustrates both the technician and the customer.

Communication: The second area is communication. Field service management solutions often need to give technicians more information about the job or the customer before they arrive on site. This can lead to misunderstandings and missed opportunities to upsell or provide additional services.

Mobile technology: Ideally, field service management solutions should take advantage of mobile technology. Too often, organizations use paper-based systems that require technicians to fill out paperwork onsite, which can be time-consuming and frustrating. Mobile apps that can help enter data quickly and submit it electronically are essential in today’s world.

How does a field service application help?

Regarding field service management, several different applications can help technicians do their job more efficiently. A good field service application will provide technicians with the ability to view and update customer information, schedule and dispatch appointments, track technician locations and progress, create work orders and invoices, and much more. By having all this information readily available in one place, technicians can spend less time on administrative tasks and more time on providing quality service to their customers.

Contact us to find out how we can help your organization with a more efficient and simple solution.