As technology continues to evolve, the prospect of smarter machines is creating a paradigm of preventative, even predictive maintenance, making it so that something no longer has to break before a technician is deployed to fix it. Innovations such at the emergence of the internet-of-things, self-servicing machines, and stronger remote diagnostic and support tools in the hand of technicians will continue to sculpt their role. While there can be a wide variance in terms of responsibilities for the technician depending on their industries, some trends enabled by emerging technology are bound to become near ubiquitous going into the future.
1) Improvements in how and when maintenance visits occur will lead to a more consultative, trusted role for the technician.
2) Remote diagnostics, partnered with machines that are increasingly able to “call home” and report on their status will lead to a split between master techs and those who are sent on site to interface with customers.
3) Thanks to a re-examination of scheduling best practices, a technician will be able to make more visits on a single day.
4) With the predictive maintenance paradigm in place, each visit from a technician is being looked at as a chance to prevent a future problem from occurring.
5) Interfacing with sales teams will allow technicians to quickly recommend follow up steps based on their interactions with customers on-site, as well as what they observe around the technology in the field. In some cases the tech will be expected to adopt upselling techniques, but in the majority, their role as trusted advisors makes them ideal support for dedicated sales teams.
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