AUTHOR ARCHIVES: Field Service News

According to Statista, there will be 30 billion Internet of Things (IoT) devices active by 2024. To tap into this trend, plant managers can choose between two main methods of connecting new devices to the IoT — wired or wireless.

 

Here Maria Torrisi, business development manager of industrial automation specialist JMartans Automation, suggests three questions to ask before choosing between wired and wireless technology.

Wired automation is more mature than wireless technology and offers a fast and reliable option. Wireless technology is a newer entrant to the field, boasting reduced automation costs and smaller space requirements.

A good understanding of your technology and how to connect it is essential during any automation project. To choose the best form of connectivity for your application there are three primary questions to address.

 

How much space do I have?

A wired system can require a large amount of cabling to connect components and devices, which can be bulky and expensive. One of the main advantages of wireless

systems is that they can be installed in almost any location, even those where space is limited. To discuss which option is best suited to your facility you can arrange for a specialist, like JMartans, to review your plant and recommend the best type of industrial automation equipment for you.

 

How much am I automating?

If you are connecting a small number of devices to the IoT then wired technology is a good fit for your purposes, as the technology is fast and reliable. However, — adding additional cabling or rerouting the existing cabling of a wired system can be incredibly challenging. Wireless systems, therefore, offer a more scalable option for businesses that are planning on expanding their level of connectivity in the future.

 

Where’s the value?

Wireless technology can offer a cost-effective option for businesses connecting a large number of devices. While the upfront costs can be high, the flexibility offered to grow businesses can lead to better value in the long term. However, if your company aims to automate a single part reliably and securely then wired automation can make good business sense due to its fidelity. Remember that the larger the wired network, the more expensive it is to install, maintain and manage.

As the IoT continues to grow towards the 30 billion devices forecast by Statista, businesses are faced with decisions about how best to connect their equipment. While wired technology offers a trustworthy option, businesses looking to scale up their connectivity in the long term may find wireless technology is more suited to them.

---

 

Be social and share... 

This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is shaping the sector. The conference was packed with the leading thinkers within the industry from both the practitioner and solution provider side including regular fieldservicenews.com columnist Mark Brewer who spoke with Coppperberg's Mark McCord...

 

---

The schedule for Aftermarket 2019 is already being put together and it promises to be a key date in the calendar once again. This is an event that almost always sells out so head over to aftermarketeurope.com now and secure your place at this important industry event...

---

 

In an outcome-based economy, the customer’s experience becomes the focus of the production process. But if a new product can achieve the same experience as an older model, where does that leave innovation?

According to IFS global industry director for service management Mark Brewer, innovation becomes even more essential, even if it’s driven in different ways.

“Rather than restricting innovation, the manufacturer is induced to continually reflect on how the product is behaving in the field,” Brewer explains on the sideline of Aftermarket 2018. “A combination of both consumers and industry are driving innovation. Organisations are being flexible to adapt to the expectations of millennials, generation X and so forth.”

Brewer has spent his 20-plus year career in presales, product management, business development marketing and he crisscrosses the world representing IFS at trade shows and winning business for the Sweden-based software developer.

 

"Rather than restricting innovation, the manufacturer is induced to continually reflect on how the product is behaving in the field..."

 

While the service industry is undergoing a transformation that’s putting the focus on experiences and outcomes rather than product manufacturing, Brewer says innovation will come in the form of better, more cost-effective, ways to provide those experiences.

Earlier, he explained the concept to dozens of delegates at the Berlin event using the example of Philips. The Dutch electrical giant used to sell tens of thousands of light bulbs to Amsterdam’s Schiphol Airport. Now, he explained, it no longer sells bulbs – instead, it provides a contract that will ensure the facility’s lights never go out.

“When you take ownership of the outcome, sure it turns the model on its head but in that example, they want to minimise the amount of product they shift because it’s all coming off the profit margin of their contract,” he explains.

“Likewise they are going to great lengths to optimise the number of visits they make — so they intelligently combine visits. If they’re going to do an overhaul of certain sections of the airport, they pull all the near-term jobs into the same routine and send one team in one hit. It’s a win-win because the customer doesn’t want engineers swapping things out every day.”

In his presentation, Brewer said research showed companies could earn $12 in product servicing contracts for every $1 earned in product sales. BMW, he pointed out, earned 12% margins on the sale of each car but 65% on provision of services for each of those cars.

“Service traditionally has been underinvested,” he told delegates. “That golden goose hasn’t been mined very well – but that’s changing.”

Driving that change is technology, he explains later. “Digital twinning”, in which manufacturers track the performance and condition of their products in the field via inbuilt monitors, has the potential to revolutionise the service industry.

 

"For the first time, the customer is no longer the sensor - the machine is the sensor now..."

 

“For the first time, the customer is no longer the sensor to say, for instance, that an elevator is broken; the machine is the sensor now,” Brewer says. “When a company sends a product out they never lose sight of it.

“With IoT and the leveraging of all their product information in the form of CAD, they can see how their products are performing. More interestingly, they can see the features that customers are using and not using. In that way they can see where they’ve over-engineered the product and can defeature to reduce costs by taking things away.”

The end result is innovation targeted at creating better customer experiences. More and more, that will come in the form of software upgrades.

“It doesn’t mean we have to reflect hardware changes to reflect innovation and change,” he explains. “The Tesla gets its upgrade at the click of a button and GE today employs more software engineers than hardware engineers.”

---

 

Be social and share... 

Kris Oldland, Editor-in-Chief welcomes back Kevin McNally, Sales Director of Asolvi as they look through five key considerations to factor in when trying to build a case for investment within a field service management solution including, definable return on investment, health and safety compliance, increasing customer engagement, reducing staff turnover and avoiding a competitive disadvantage....

 

---

Is building a case for investment in FSM a key topic for you?! There is a full white paper on this topic available to fieldservicenews.com subscribers. Click the button below to get fully up to speed!

---

Sponsored by:

---

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.  

---

 

Be social and share... 

A recent survey has revealed that 88% of field engineers see no opportunity to progress in their careers.

This less than favourable statistic comes from specialist field engineering recruitment consultancy, Concept Resourcing’s latest Field Engineering Salary and Engagement Survey where they delved into average salaries across the industry as well as fluctuations and expectations in pay, employee happiness and ranked the most desirable perks and benefits.

Engineer’s reports of a lack of career progression were backed up by the fact that 81% of Concept’s respondents reported having more than 10 years’ experience in the industry, and yet 75% of them were still in the same role. Not only does this pose a problem for those who are feeling stagnant in their career, but it does very little to help draw the next generation of engineers into the sector, with progression seemingly curbed.

Between an ongoing battle with the STEM skills shortage and burgeoning concerns over an ageing workforce, some would say the field engineering industry has its work cut out when it comes to attracting new talent. When we look at how the sector has changed in recent years, from advancements in innovation - such as automation and augmented reality, to a natural increase in customer demand for instant resource in the digital age - it comes as no surprise that the sector is crying out for new talent.

Aside from attracting individuals into the industry, retention of existing skilled employees is equally as crucial. Particularly to facilitate knowledge transfer to new starters to ease the pressure on the ageing workforce. With that in mind, it comes as something of a surprise that the survey revealed that 44% of field engineering professionals are feeling undervalued at work.

 

Retaining your field service engineers

It’s easy to assume that field service organisations would be desperate to retain their existing workforce and would be bending over backwards for them as a result. This may well be the case, but if employers are concentrating their efforts in the wrong places – their engineers simply won’t reap the benefits.

Of course, salary is always going to be a big factor to employee happiness, but with a whopping 79% of field engineers stating that they were dissatisfied with their salaries, the industry may well have a problem on its hands.

 

"Just 9% of those who requested a pay rise were successful, and of those, 62% were still dissatisfied with their salaries, an indication that perhaps the salary increases weren’t significant enough..."

 

Just 9% of those who requested a pay rise were successful, and of those, 62% were still dissatisfied with their salaries, an indication that perhaps the salary increases weren’t significant enough.

A potential reason for this could be the commoditisation of traditional field engineering sectors and the skillsets of engineers becoming increasingly focused on replacement over repair, meaning salaries have been driven down.

It seems as though the sector as a whole is missing the mark when it comes to giving their workforce what it wants, not through lack of trying – but simply through not knowing what they truly value where non-financial benefits and rewards are concerned.

Thankfully for employers, it’s not all about money. Feeling valued at work can overshadow a less than desirable salary. However, it’s worth noting that it works both ways, 80% of those who said they didn’t feel valued at work were actively looking to leave the company within the next 2 years.

 

Making your workforce feel more valued

Whilst salary naturally came out as the most important factor when choosing a job, company culture-related factors such as job security, work-life balance and a good work environment all followed.

When asked which benefits made the most difference to their happiness at work, field engineers ranked having a generous annual leave package, access to a good pension plan, a company vehicle and fuel card as their top priorities.

We saw a direct link between employee happiness and training. While only 6% of respondents felt that they didn’t have the necessary skills for their role, the gesture of being supported with personal or professional development clearly had a positive impact. Of those who said they were ‘happy’ and ‘very happy’ at work, 94% had been on a training course in the last 12 months.

Dan Sholl, Concept Resourcing’s Business Development Director for the field engineering division had this to say, “The results of the salary survey have been really eye-opening, to say the least. It’s clear that the sector has some work to do when it comes to both employee retention and attracting new talent.”

“Not every organisation has the budget to be able to provide regular substantial pay increases, but there’s a lot that can be done to make field engineering employees feel valued and happy at work. In our experience as a field engineering specialist recruiter, we often advise our clients on the significant impact that things like regular training can have on engineers and their happiness. Evidently, it’s these additional benefits and perks that can make all the difference when it comes to bringing the next generation of field engineers into the sector.”

If you’re interested in learning about average salaries in field engineering, or if you’re working on your hiring strategy for the year and would like some extra insight, read the rest of Concept’s Field Engineering Salary and Engagement Survey here.

 

---

Be social and share... 

Oftentimes field service directors and managers can see the importance of investment within a dedicated Field Service Management (FSM) ahead of their colleagues in the boardroom. In this series of articles Kevin McNally, Sales Director, Asolvi outlines how to build a case for investment to drive your field service operations forwards.

In the first instalment in this series, we looked at how FSM systems can deliver easy Return on Investment, in part two we explored how investment in FSM solutions can help you achieve better staff retention and now in part three we turn our attention to how the implementation of an FSM solution can improve worker health and safety.

 

---

Is building a case for investment in FSM a key topic for you?! There is a full white paper on this topic available to fieldservicenews.com subscribers. Click the button below to get fully up to speed!

---

Sponsored by:

---

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.  

---

 

Perhaps the easiest argument to put forward to an executive board when seeking approval for investment, aside from outlining a clear ROI, is when that investment will mean ensuring the working environments you place your employees in meets any necessary health and safety requirements.

Of course, in a field service scenario, it is not necessarily possible to control the environment in which your field workers will be undertaking their role.

Therefore, monitoring their safety and ensuring they follow all due protocols and procedures is of huge importance.

So let’s take a quick look at some ways in which FSM systems can help you keep your field service engineers and technicians safe.

 

Geo-Fencing And Lone Worker Support

One reason field service technicians and engineers are particularly vulnerable is simply the fact that they are often working alone - so should an accident happen it could go unnoticed for some time, delaying any necessary medical attention.

There are many lone worker solutions out there, but it is optimum if you can identify a solution that can integrate into your wider FSM system so it can take a data feed of where the engineer is scheduled to be at any given time.

In fact, once that data feed from your scheduling solution is in place, it is possible to establish geo-fencing to make sure that should your engineer either stray outside of where they are supposed to be, or should they fail to arrive where they are supposed to be within a parameter of acceptable margin, alerts can be triggered helping to avoid potential tragedies that can arise from lone worker scenarios.

Indeed, this is one of the key areas in which the importance of the easy flow of data across your field service eco-system can be most easily highlighted – as the benefits literally could mean the difference between life and death.

 

Smart Scheduling To Ensure Your Engineers Are Safe

The next item on the list is an obvious one, and one that any good dispatcher even working without an FSM solution will pride themselves on doing – however, by automating it we can remove the potential for human oversight and error.

Many FSM systems will allow you to set clear parameters against a job during set up so that should maintenance or repair need to be scheduled then unless those parameters (such as the job requiring specific qualifications or more than one technician being required) are met the job cannot be scheduled.

This relatively simple, yet highly effective inclusion within an FSM system can ensure that the right engineer(s), with the right qualifications, are sent to the job, helping to avoid any potential health and safety issues that could result from under qualified or undermanned service teams being sent out.

 

Guide Your Engineers When Onsite To Safe Processes Every Time

Even the most experienced engineers can make mistakes – and these are oftentimes the result of simple complacency – again something that can be overcome through the use of mobile tools often found within an FSM solution.

For example, by building a checklist on the engineer’s mobile device that is built into their workflow you can ensure essential steps aren’t overlooked.

It may seem like an obvious thing for the experienced engineer to be told to switch off a core valve or even mains power to an asset before undertaking maintenance, but it only takes one rushed moment of forgetfulness on a bad day to cause an accident that could potentially be fatal.

But your FSM solution could help avoid that entirely by only allowing the engineer to begin work on the asset once they have completed the H&S checks on their mobile device.

 

---

Want to know more?! There is a full white paper on this topic available to fieldservicenews.com subscribers. Click the button below to get fully up to speed!

---

Sponsored by:

---

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.  

---

 

Be social and share

Users now can engage their end customers with step-by-step visibility for the field service last mile with a live map view, job details and ETA countdown via a Glympse-powered journey...

MSI, a leading developer of cloud-based field service management software, has partnered with Glympse, the pioneer of real-time location technology, to bring rich technician tracking capabilities to customers of its Service Pro field service management solution. The addition of Glympse will enable MSI to strengthen the powerful value Service Pro delivers to its customers.

The partnership creates new capabilities for MSI to offer to field service teams using its leading cloud and mobile applications. In particular, Glympse will further help those companies meet and exceed customer expectations on the first visit, empower technicians to provide more responsive, proactive service, eliminate costly manual processes, and track technician location and status in real-time.

“Glympse is a clear leader in harnessing location and mobility to positively impact the customer service experience,” said Harvey Shovers, MSI President. “MSI is excited to add Glympse to the Scheduling, Mobility and Customer Experience suite of capabilities of our Service Pro platform, enabling thousands of field service appointments to exceed expectations with a real-time experience for the service customer.”

Through the partnership with Glympse, Service Pro users will now be able to:

• Initiate the customer-facing Glympse experience as soon as an appointment is booked – via SMS, email or push notifications – so end-customers can review appointment details, add to their calendar or connect with their provider right from the interactive web viewer
• Provide end customers with progressive updates and ETA countdown as the appointment draws closer so customers can more effectively manage their day
• Offer a real-time, live map view of the technician on the way to the appointment, including an ETA countdown, and culminating in an arrival confirmation
• Collect feedback via the Glympse Journey to view as soon as the technician completes the field service appointment, adding the ability to follow up with the customer quickly if necessary

“Glympse has a strong history helping field service teams communicate with their customers during the most critical step of a service appointment - when the end customer is waiting for their representative to arrive to their home, their office or even a construction site,” said Chris Ruff, CEO & President of Glympse.

“MSI has demonstrated a precise expertise in building modern field service solutions for diverse industries ranging from cable, HVAC and construction to medical equipment and manufacturing. We’re pleased to add a new layer of engagement to the solutions they’re delivering for these industries and most importantly, to help them give back time and control to the customers ultimately waiting for these critical services.”

For more information about Glympse, visit http://www.glympse.com, or follow the company on Twitter @Glympse, or on Facebook, Instagram or on LinkedIn.

For more information about MSI and Service Pro, visit http://www.msidata.com, or follow the company on Twitter @msidata, or on Facebook, Instagram or LinkedIn.

 

---

Be social and share... 

Adopting IoT as part of the greater service and business environment involves keeping up with industry changes as they take place. That means incorporating better measures when needs arise in any business area and keeping cost-effective solutions in mind for the future progress of the company as a whole...

Already, 76% of companies are using IoT data analytics to establish product and/or process quality imperatives. Their decision makers can analyze IoT data to improve solution recommendations, feedback on installations, demonstrations, specific services, and others.

IoT also serves as a signifier for opportunities to improve more processes, such as identifying popular products and managing inventory.

Respondents to a recent research project undertaken by WBR and commisioned by Astea believe data should be usable in decision making at a variety of business levels. In every case, a majority of companies have either adopted IoT for specific business functions or plan to do so in the next 24 months. But companies prioritize customer-facing initiatives—service, products, and satisfaction—over internal functions such as business projections and aligning service data with financials.

 

---

Is IoT adoption a key issue for you?! The full white paper is available to fieldservicenews.com subscribers. Click the button below to get fully up to speed now! 

---

sponsored by: 

 

  

---

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.  

---

 

Customer Satisfaction & Loyalty:

73% of companies have incorporated IoT (42%) or plan to do so within 24 months (31%) for the purpose of customer satisfaction and loyalty. More companies have incorporated IoT for this purpose than for any other measured in the study.

With connected data, companies are able to understand and fulfil customer demands better thanks to improved communication. In this way, minor technological improvements can be made without delay or other consequences.

 

Service Processes & Optimization

Respondents agree that connected data and IoT have helped streamline processes across departments. By leveraging IoT data, they can measure efforts for overall growth through set channels, be they internal or service-driven.

Now, 41% of companies have incorporated IoT for process optimization, a close second to customer satisfaction and loyalty. Thirty-six percent have already incorporated IoT with service processes; more companies plan to do so within 24 months (37%) than with any other business function measured.

 

Product Uptime

Companies’ attention to customer experiences carries over to product support, where one respondent cites “notable improvements” to uptime in both industrial and consumer-driven channels. One healthcare executive says IoT helps them sustain products “during times of higher demands, especially due to the fact that these are used during medical procedures.”

More than one-third of companies have incorporated IoT for product uptime (34%); more than one-quarter of companies have plans to incorporate IoT with product uptime (30%) within 24 months.

 

Business Projections & Decisions

IoT data can be applied to various business requirements and provide essential statistics to support managerial functions. Derivations from reliable signals allow for better judgements when making business projections and decisions.

Over one-third of companies have incorporated IoT for business projections and decisions (35%); more than one-quarter of companies have plans to incorporate IoT with business projections and decisions (27%) within 24 months.

 

Predictive Maintenance

Respondents’ ambitions for better response to maintenance needs extends to real-time automated reporting, a better understanding of their products’ “general maintenance structure,” and even signals for customers to be proactive—to seek out maintenance themselves.

Several respondents cite their use of predictive reporting for scheduling, sustainability, and research methods, among others. Only 32% of companies have leveraged IoT for predictive maintenance; however, 29% plan to do so within 24 months.

 

Aligning Service Data with Financials

Fewer companies have incorporated IoT to align service data with financials (26%) than any other business function in the study. But the data suggests this is a growth area. More companies (61%) are either planning to incorporate IoT in this way within 24 months or are interested in incorporating IoT in this way than with any other business function.

Despite the prioritization of functions that drive customer success, it is in business projections, business decisions, and aligning service data with financials that companies take an increasing interest in incorporating IoT.

At least one-quarter of companies have already incorporated IoT for each of these purposes. Have you?

 

---

Want to know more?! The full white paper is available to fieldservicenews.com subscribers. Click the button below to get fully up to speed now! 

---

sponsored by: 

 

  

---

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.  

---

  

Be social and share... 

Captec, the designer and supplier of specialist computing platforms, has teamed up with market-leading rugged tablet manufacturers to provide 360-degree in-vehicle solutions.

The specialist tablets from Dell, Getac, Panasonic and Samsung are designed to accommodate the needs of demanding applications in industries including construction, utilities, and fire and rescue.

In the modern working environment, it is crucial for fleets to have the tools that allow them to work efficiently through improved communication and efficiency. By securing these strategic partnerships, Captec provides fleets with high-performance technology and the flexibility to achieve an optimal balance between performance and budget for their application.

With features including high ingress protection, ruggedisation, built-in GPS and barcode scanners, the tablets meet and exceed the needs of mobile workforces across multiple sectors.

Each tablet can be combined with a vehicle dock, specifically designed to accommodate it – sourced by Captec from its trusted vehicle docking partners, Gamber-Johnson and Havis.

To provide a true 360-degree solution, Captec offers a complete installation service including full vehicle audits, custom cabling, onsite installation performed by experienced engineers and tailored through life support.

For more complex applications demanding a high level of customisation such as additional ruggedisation for uninterrupted operation in hostile conditions, Captec offer bespoke engineering and technical services. From the initial design concept through to testing and validation, Captec can make any necessary modifications quickly and effectively at its dedicated in-house engineering facilities.

Ian Langton, Product Manager, Captec, said: “We have partnered with leading technology providers in complete confidence that, when combined with our installation service, we can address the performance, reliability and longevity needs of today’s mobile workforce. Our aim is to create a one-stop-shop for fleet managers looking to equip their vehicles with rugged and reliable mobile computing.”

In addition to offering models from suppliers through strategic partnerships, Captec has recently designed, developed and introduced a brand new rugged tablet of its own.

The VT-681 tablet is a fully rugged device, powered by Windows 10 IoT, making it ideal for fleets requiring a cost-effective solution, without compromising on performance or features from other well-known suppliers.

Find out more about Captec’s in-vehicle computing solutions @ www.captec-group.com/in-vehicle

 

---

Be social and share...