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The method for coordinating field service operations is known as Field service management (FSM). In the case of Field Service Management, work orders are scheduled, service technicians are dispatched, labor hours and job statuses are tracked, and the job is invoiced. On the other hand, field service management is significantly broader and involves all aspects of service delivery.
Fremont, CA: Effective people management and processes are required to make field service more efficient. This job is essential for any firm that provides client services, such as utility infrastructure building and repair, mining, industrial and heavy engineering, HVAC industries, gas utilities, and so on.
Field services are critical to the utilities industry's business continuity. Field workers in the utility industry are in charge of infrastructure building, maintenance, restoration, and customer service. Constant mobility of service agents on and off the field, high-risk maintenance work, inclement weather, and work assignments in isolated locations are not uncommon. As a result, effective communication and safety procedures are required. Service agents frequently contact directly with clients, making them representatives of utility service providers.
The planning, implementation, and confirmation of services are the first steps in FSM. For information such as parts design, inventory, and maintenance/work instructions, these processes are also integrated with service sales, customer relationship management, finance and billing, engineering, and manufacturing. Due to labor participation in the field, FSM is also tied to human resource systems.
Current Approach and Challenges in the Field Service Management
Field service management in the utility industry is currently primarily done on paper. The back office manages the service representative's work schedule. Because they are administered manually, last-minute orders, order cancellations, and changes in task assignments are standard. Employee productivity is harmed as a result of these causes.
Field workers must be well aware of their schedule ahead of time and have clear visibility of requirements such as parts availability, weather conditions, work manuals/guides, work instructions, work orders, customer information, and any other unique needs, among others. The present system of manual communication with field workers/service representatives, on the other hand, creates communication gaps, incomplete information, and a lack of safety precautions, all of which contribute to customer dissatisfaction. As a result, businesses must automate field service management.
The data required to carry out the operation of the services must be integrated with various systems. The majority of this data is collected on paper or mobile devices, and the technique is siloed today. Furthermore, requiring field technicians to transfer between several applications to receive and update information on the field may result in more errors and lower their efficiency.
As a result, well-considered automation in the field services management role is essential.
