Addressing The Top 5 Concerns of Field Service Workers

Field service workers face many challenges in their day-to-day operations. Drawing insights from the Service Council‘s annual Voice of the Field Service Engineer (VoFSE) survey, this blog explores the top 5 concerns field service workers often grapple with. We’ll delve into these issues and discuss how technology and organizational strategies can offer solutions to enhance the overall field service experience. 

1. Paperwork and Admin Tasks:

One of the most prevalent concerns for field service workers is the overwhelming amount of paperwork and administrative tasks associated with their service work. Traditional methods of jotting down information on paper can lead to inefficiencies, errors, and delays. Adopting digital solutions such as mobile apps or cloud-based platforms can significantly streamline the documentation process, making it easier for field workers to record and access information on the go. 

2. Time Spent Looking for Information:

Field service workers often find themselves spending a significant amount of time searching for the information they need to complete a job. This can include locating customer details, service history, or even the right tools for the task at hand. Implementing a robust and user-friendly knowledge management system can help workers quickly access relevant information, saving time and increasing overall efficiency. 

3. Being Tracked (by GPS):

The introduction of GPS tracking in field service management has sparked concerns among workers who feel their privacy is being invaded. While GPS tracking can be crucial for optimizing routes, improving response times, and ensuring worker safety, it’s essential for organizations to establish clear guidelines and communicate transparently with their field teams. A balance must be struck between the benefits of tracking and respecting the privacy and autonomy of field service workers. 

4. Pressure to Work Faster or Be More Productive:

Field service workers often face the pressure to complete tasks quickly and be more productive. While productivity is a valid concern for any organization, unrealistic expectations can lead to burnout and reduced job satisfaction. Providing proper training, equipping workers with the right tools, and setting realistic expectations can help strike a balance between efficiency and the well-being of field service teams. 

5. Travel:

The nature of field service work often involves extensive travel, which can take a toll on workers both physically and mentally. Long commutes, especially in remote areas, can lead to fatigue and reduced job satisfaction. Employers can mitigate this concern by optimizing routes, providing reliable transportation, and leveraging technology to minimize unnecessary travel time. 

Field service workers face numerous challenges, and Librestream’s Onsight NOW is here to help address the top 5 concerns highlighted in the Service Council’s Voice of the Field Service Engineer (VoFSE) survey.  

1. Paperwork and Admin Tasks: Traditional paperwork and administrative duties are time-consuming and prone to errors. Onsight NOW simplifies after-job reporting and paperwork, allowing your team to easily collect photos and videos, scan asset tags using OCR, and dictate notes to finish jobs efficiently. 
2. Time Spent Looking for Information: The Industrial Digital Assistant™, Ida™, is designed to reduce time spent searching for information. Ida™ provides immediate, accurate responses to complex questions sourced from various systems across your enterprise, significantly increasing overall efficiency. 
3. Being Tracked (by GPS): Onsight NOW respects the privacy of its users while optimizing operations. While the platform does not directly address GPS tracking concerns, its features aim to increase efficiency and minimize the need for constant tracking. 
4. Pressure to Work Faster or Be More Productive: Onsight NOW helps alleviate pressures to work faster by making information readily accessible and streamlining after-job reporting. This leads to increased productivity without compromising the well-being of the field service teams. 
5. Travel: While Onsight NOW doesn’t eliminate travel, its features minimize unnecessary travel time. With its remote expert capabilities, field service workers can troubleshoot and diagnose issues without physically being there, reducing the need for extensive travel. 

Addressing the concerns of field service workers requires a holistic approach that combines technology, organizational policies, and a commitment to employee well-being. By streamlining paperwork, improving information access, respecting privacy, setting realistic expectations, and optimizing travel, organizations can create a supportive environment that enhances the effectiveness and job satisfaction of their field service teams. As technology continues to evolve, embracing innovative solutions will be crucial in overcoming these challenges and ensuring a positive work experience for field service professionals. 

 To learn more about Librestream’s newest solution, Onsight NOW, click here.

Reference: 

Service Council. “Voice of the Field Service Engineer (VoFSE) Survey.” [2023]