• Explore by type

  • Explore by tags

Voice of the Field Service Engineer: Improving the Technician Experience with Mobile Technology at Xerox

Customer Experience has often been linked to Employee Experience, as your field service technicians are one of the most direct connections your customers have to your business. Unfortunately, many technicians don’t currently have a positive experience at work.

An emerging trend from the Service Council’s 2021 Voice of the Field Service Engineer (VoFSE) survey (725+ Technician respondents) highlights dissension amongst field technicians. A majority (60%) of Technicians indicate they either won’t be or don’t know if they will be a technician for the duration of their career. This builds off of the 2020 VoFSE survey where 11% of Field Technicians wouldn’t recommend their company as a place of employment and 33% were dissatisfied with their company. That means your customers may be interacting with a dissatisfied employee. How can you address this to provide a better field service experience for employees and customers?

The first step is identifying the source of the problem. The data suggests 3 leading indicators (beyond increased product complexity and greater technological knowledge requirements):

  • Paperwork and administrative tasks
  • Pressure to work faster (both from customers & management)
  • Time spent finding information

Featured Guests:

  • Sajeel Hussain – VP, Head of Strategic Alliances and Partnerships at Xerox
  • Nikki Narang – Director, Product Management at ServiceNow
  • John Carroll – Chief Executive Officer at Service Council
  • Michael Israel – Chief Operating Officer at Service Council

This content requires a membership to view.

If you are already a member, please login.

To register, click here.

Related Content

[lrm_form default_tab="register" logged_in_message="You are currently logged in!"]

Thank you for your nomination. We will be in touch soon.

Thank you for joining our community!

Thank you for your interest. We will be in touch soon.

The form was successfully sent. Thank you. We will be in touch soon.