ARCHIVE FOR THE ‘ageing-workforce’ CATEGORY

The concluding part of a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...

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Part four of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...

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In the third in a series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce

In this third instalment of our series exploring what the modern field service workforce looks like, we explore the increasing trend of field service organisations embracing the use of contingent, 3rd party and gig-economy labour

Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...

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Part two of a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce...

Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...

This Premium Content is 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.

In a new series of video excerpts from Field Service News, in partnership with Field Nation we will be breaking down the challenges of building a modern field service workforce

In this opening episode of this series exploring what the field workforce of the 21st Century will look like, we establish the significant drivers that are changing the very landscape in which field service organisations operate within. 

Want to know more? There is a full documentary that dives deeper into this whole topic, which is available as premium content to fieldservicenews.com subscribers...

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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.

Kris Oldland, Editor-in-Chief, Field Service News and Kieran Notter, Director, Global Customer Transformation, ServiceMax from GE Digital explore the findings of an exclusive independent research conducted by Field Service News and sponsored by ServiceMax from GE Digital.

In this excerpt from the full one-hour long webcast, Oldland and Notter discuss both the challenges and opportunities of an ageing workforce within the field service sector and assess whether there is any substance to fears that we are facing an ageing workforce crisis.

Want to know more? The full webcast PLUS an exclusive report based on the findings of this research is available for Field Service News subscribers.

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For our latest research project, which we ran in partnership with ServiceMax from GE Digital our focus was to see what the field service engineer of the near future will look like. We are now into feature three of our online coverage of the findings of this research where we look at some of the conclusions drawn from the first part of our analysis and highlight some of the key statistics the research revealed.

To recap in the first part of this series we looked at the research aims, the threat of the ageing workforce and the changes in training methodologies that are emerging. In part two we explored if and if and how field service companies are utilising their experienced field service engineers to train the incoming generation.

Now let's dive in to part three...

There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

Companies are aware of the challenges but are they reacting quick enough?

It is clear from our findings that the role of the FSE is undoubtedly changing.

Field service companies are today seeking much more rounded individuals, who are as proficient as dealing with face to face interactions with the customer as they are dealing with technical maintenance issues.

It is also clear that whilst it may have been exaggerated in some quarters the challenges of replacing an ageing workforce is very much a real threat to a large number of field service organisations. However, the fact remains that these challenges may also essentially be set resolve each other.

There have been numerous explorations and studies into the traits of the Millennial generation and one of the key observations that is often raised is that Millennials are on the whole a more confident generation than those that preceded them, who also value variety within their working lives - perfectly suited to a role that balances both technical and customer service elements perhaps?

Connected Assets, Machine Learning, AR and of course a solid FSM system can all empower field service engineers to be the brand ambassadors field service companies today are seeking.What is clear though is that the link between the two will be provided by technology. As discussed above, technologies such as Augmented Reality can go a huge way to bridging the gap between the experienced engineers that are in the latter part of their careers and those who are just entering the workforce. It is, therefore, a bit of a surprise that so few companies are actively embracing such tools as yet.

Perhaps, here is the real issue and the underlying challenge.

Technology really does provide an answer to most of all of the challenges discussed in this series so far. Connected Assets, Machine Learning, AR and of course a solid FSM system can all empower field service engineers to be the brand ambassadors field service companies today are seeking.

They also provide a platform for easing the transition from ‘a ‘Boomer workforce to a Millennial one by creating far more economically efficient means of extending the older FSEs productive career span, bringing them out of the field and allowing them to offer guidance remotely.

However, it seems that for many perhaps there is a lack of urgency.

There is a sense that for many companies it is a case of ‘yes - we see the challenge and we’re aware of it but aren’t actioning it just yet...’ One suspects that perhaps because the issue of an ageing workforce isn’t quite critical enough as yet and the fact that solutions do exist and are in-fact becoming fairly well established already, the danger doesn’t seem as particularly real as it should for many.

However, whilst the systems and technologies are certainly available to overcome these challenges, implementation and realignment of processes will take time and unless companies act soon, the ageing workforce crisis and rapid evolution of the FSE in a millennial guise may just catch them unawares and then the risk may just still live up to the hyperbole after all.

Some of the key statistics from the findings:

• 48% of field service companies believe the threat an ageing workforce poses to their field service operations is either significant or severe
• 18% of field service companies believe their exposure to an ageing workforce will be limited
• Only 10% of field service companies have redeveloped their training methodologies to be more attuned to Millennials entering the workplace
• 78% of field service companies are in the process of or are planning to overhaul their training processes
• 20% of companies actively use their senior engineers in a remote expert capacity to guide younger Field Service Engineers in the field
• 98% of companies are prioritising softer, inter-personal skills as key attributes more now than they have done in the past when hiring new field service engineers[/unordered_list]

Want to know more? There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain English version is available from our main subscriptions page here) 

Be social and share 

Our latest research project, run in partnership with ServiceMax from GE Digital has take a deep dive into how the role of the field service engineer is evolving. Across the next few months we will be publishing a series of articles both in print and online exploring the findings of this research.

In the first part of this series we looked at the research aims, the threat of the ageing workforce and the changes in training methodologies that are emerging.

Now in part two we explore if and if and how field service companies are utilising their experienced field service engineers to train the incoming generation.

There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

Utilising experienced FSEs to train the next generation:

Of course, an optimal solution that keeps older FSEs in the work place longer and ensures their knowledge is transferred to those FSEs entering the workforce, is to implement training programs whereby the more experienced techs are directly involved in the training process.

Traditionally, the potential for such undertakings was limited somewhat by the very nature of a field service role. Some senior technicians could take on trainer roles perhaps, providing classroom style learning, but such positions are by default limited. Also, much of a young FSEs true training begins once they’ve left the classroom and are actively in the field. Again, some companies run highly successful programs, pairing up newer engineers with more experienced counterparts to deliver on-job training - doing so can be costly and an inefficient use of FSE resources - doubling up engineers on each job.

Over half (54%) of respondents stated that such an undertaking was certainly something that they are exploring but that they currently don’t have the technology/processes in place.However, emerging technologies - in particular Augmented Reality have shown huge potential to widen the possibilities of using older FSEs in a training and support role. This has dual benefit of both extending the FSEs potential career within the field service organisation whilst putting valuable insight, knowledge and experience in to the hands of less experienced engineers as and when they need it.

But are field service companies harnessing both the power of technology and the experience of their older engineers in such a manner?

We asked our respondents: “A number of companies are now using remote assistance technologies (e.g. Augmented Reality) to keep their older and experienced FSEs in the work place for longer, both as a means of training new recruits and also as a way of ensuring that the knowledge and experience of older engineers is not just walking out of the door. Does this apply to your organisation?’

The responses again somewhat reflect the findings of the previous question around training methodologies, in that whilst the majority of companies agree with the notion of using their older, more experienced FSEs as part of training and support programs and that technology was key to that process, most were still (at best) just beginning down that path.

In fact, over half (54%) of respondents stated that such an undertaking was certainly something that they are exploring but that they currently don’t have the technology/processes in place.

However, perhaps surprisingly just under a quarter of companies (24%) stated that they did not envisage implementing any such plans. This is a surprisingly large number given those companies who do not involve their older engineers in the training process risk seeing years of amassed ‘tribal knowledge’ simply walking out of the door in the not too distant future.

Looking forward it may well be that it is these companies, i.e those who have gotten the head-start over their competitors in such programs, will reap the benefits of doing so and it may well be at the expense of those who don’t.

However, with currently just 20% of companies actively using senior engineers in a remote expert capacity - it seems there could still be room at the top table, for a while at least.

Soft skills taking precedence?

Another major driving factor which is often seen to be impacting how we view the core skills of the field service engineer is the widely reported increase in customer expectations and demands - largely driven by disruptive companies such as Uber and Amazon raising the bar in terms of visibility and immediacy.

Today’s customers are empowered by technology, and easier access to information than ever before makes them more insightful and more expectant. They also have a louder voice than ever before thanks to social media, whilst the ongoing digitisation of all industries makes finding competing service providers a quick and easy process for dissatisfied customers.

And of course the majority (if not all) of this can now be done without the need to actually meet another human being in person. But what does this mean for the FSE?

Well given that in many instances the FSE may be the only face-to-face touch point your customers have with your customers, the old image of a FSE being a recluse, lurking in dark corners, happier tucked away fixing machines than speaking to those pesky customers who just get in the way - has thankfully made way for a new breed of confident, customer-friendly FSEs.

An incredible 98% of respondents stated that people skills were now a higher priority for them than they had been beforeToday’s FSE is armed with all the knowledge they need to hand courtesy of a modern FSM system. They’re confident speaking with customers at all levels of seniority and are true brand ambassadors and are as comfortable selling as they are fixing.

But, is this actually a true reflection of how field service companies are beginning to view their FSEs? Have soft skills become more important than technical skills? There is an argument that it is simpler to train technical skills and that good inter-personal skills are that much harder to teach - but does this hold any truth and are field service companies moving towards placing greater emphasis on soft-skills in their recruitment today? We asked our respondents ‘Is the need for softer, interpersonal skills – becoming a higher priority than before when recruiting new FSEs?

From the results it would appear that this is indeed a major trend amongst field service organisations. An incredible 98% of respondents stated that people skills were now a higher priority for them than they had been before with 46% of companies going as far as stating that people skills are at the top of their list when recruiting new FSEs.

Want to know more? There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

Be social and share 

Our latest research project, run in partnership with ServiceMax from GE Digital has take a deep dive into how the role of the field service engineer is evolving. Across the next few months we will be publishing a series of articles both in print and online exploring the findings of this research.

There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

Here in the first article of this series we look at the question of the ageing workforce and the entry of millennials into the field service workforce...

Much has been written about an ageing workforce crisis but how much of the worry is based on hyperbole? And what of the Millennial generation entering the workforce - is our industry ready to embrace them?

Our industry is rapidly evolving. Technology is continuously pushing the boundaries of field service efficiency whilst simultaneously customer expectations are becoming ever more demanding.

Companies like Uber and Amazon have disrupted the very concepts of what good service looks like, shifting the goal posts and creating a race across almost every industry vertical for companies to embrace service excellence.Companies like Uber and Amazon have disrupted the very concepts of what good service looks like, shifting the goal posts and creating a race across almost every industry vertical for companies to embrace service excellence.

At the same time digital transformation is the other major trend sweeping across our sector – one direct side effect of which is that increasingly the Field Service Engineer (FSE) is often the only face to face human interaction between a company and their customers.

So what does this mean for the FSE of tomorrow?

How is their role evolving? What are the skills that will be vital to their role and how do these differ from those that we have previously sought in our FSEs?

To try to find the answers to these questions Field Service News has undertaken a new research project in partnership with ServiceMax by GE Digital.

Across the last few months we’ve reached out to our readers across the globe to gain their insight in order to build a picture of what the FSE of 2022 (incredibly only five years away!) will look like and what role does the growing  importance of technology in field service delivery play in shaping the way we approach acquiring, training, and developing talent within the field service sector?

Across the next few months we will be publishing a series of articles based on the findings of this research and in this first article in the series we ask is the ageing workforce crisis actually really happening or is it all hyperbole? And what about the Millennial workforce entering the field service sector - are we ready to embrace and empower them?

About the research:

The research has been conduct via an online survey across the last two months and our respondents have come from all over the globe including; the UK, Germany, Netherlands, France, USA, Canada, Brazil and beyond.

There was also an equally wide split of industries represented with respondents coming from numerous sectors including; Oil and Gas, Manufacturing, Utilities, Telcos, Print/Copy, Med Tech and many others.

Finally, there was also a balanced representation of companies of all sizes with some companies having less than 10 field service engineers right through to companies with more than 800 engineers.

In total there were 126 respondents which is a large enough sample to provide a reasonable snap-shot of the thinking and the trends amongst field service management professionals.

So what were the findings? Let’s take a look.

The threat of an ageing workforce:

One of the biggest drivers for the rapid evolution of the role of the field service engineer is the fact that the core demographic of those working in field service roles is going through seismic change as we see an ageing Baby Boomer workforce reach retirement age being replaced by a new generation of workers, the Millennials.

Perhaps never before has there been such a significant difference between the generation leaving the workforce and those that are just beginning their working lives. From the way knowledge is gained and shared through to the key motivational drivers, ‘Boomers and Millennials are often chalk and cheese. One of the key challenges for field service companies of all shapes and sizes is how they adjust to this shift in thinking within their workforce and for many time is not on their side as they endeavour to make this adjustment.

There has been much talk of an ageing workforce crisis as the existing Boomer workforce reaches retirement age - perhaps magnified amongst field service organisations by the simple fact that field work can often be relatively physically demanding compared to more sedentary office based roles.

With this in mind our opening question in the survey was focussed on assessing just how real this ageing workforce crisis is amongst field service organisations. We asked our respondents ‘For your organisation how big a threat to your field service delivery do you think this issue will be across the next 5 years?’

The responses revealed that whilst perhaps there may be some hyperbole around the urgency of the issue - it still remains very much a concern for a huge percentage of companies.The responses revealed that whilst perhaps there may be some hyperbole around the urgency of the issue - it still remains very much a concern for a huge percentage of companies.

Whilst only 8% of organisations stated that for them an ageing workforce represented a severe threat i.e. that it is a major issue they are facing that could put their field service operations at risk, 40% of companies taking part in the research stated that the threat was significant for them and that unless addressed quickly they are likely to face major disruption to their field service delivery within the next five years.

In addition to this a further 34% of the respondents stated that they believed the challenge of an ageing FSE population was moderate that they acknowledged it as possible issue that they need to be aware of, although they didn’t anticipate it having a major impact on field service operations.

At the other end of the spectrum just under a fifth of respondents (18%) stated that the impact for them would be limited and that whilst there may be some workforce attrition due to FSEs reaching retirement age, it is unlikely to have any significant impact on their field service operations.

So, it would indeed appear that in the main the issue of an ageing workforce is at the very least a consideration for more than four out of five field service companies.

Changes in training methodologies:

This puts many field service organisations in a challenging position.

The need to recruit younger talent for FSE roles is clearly pressing, but given the aforementioned differences between ‘Boomers and Millennials are the existing on-boarding and training methods suited to this incoming generation?

Our next question was therefore focussed on understanding if field service companies did in fact feel the need to change their training methodologies and whether they were actively doing so. We asked our respondents; ‘Have you adapted your training and development strategies to reflect this?’

Only 10% of companies had stated that they had already redeveloped their training strategies to be more geared to the incoming Millennial workforce. Here the research revealed that whilst there was a clear understanding that changes to the traditional means of training FSEs does indeed need updating, it seems that there is something of a general inertia amongst field service companies to currently tackle such change.

In fact, only 10% of companies had stated that they had already redeveloped their training strategies to be more geared to the incoming Millennial workforce. However, just over half (52%) of companies taking part in the research are currently in the process addressing the issue in their organisation.

Further to this just over a quarter (26%) stated that they had yet to start making changes to their FSE training to reflect the shift from ‘Boomers to Millennials but accept that they need to do so and is something they are currently considering.

Meanwhile, 12% of companies do not believe they need to make any changes to their FSE training at all.

Want to know more? There is also a detailed white paper outlining the wider findings of this report which is available to fieldservicenews.com subscribers...

Not a subscriber yet? Click here to apply for a complimentary industry practitioner email and get this resource sent to you instantly

(Please note that by applying for your subscription via this link you accept the terms and conditions here and a plain english version is available from our main subscriptions page here) 

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