The Changing Face of the Field Service Engineer
The Field Service industry is rapidly evolving, technology is continuously pushing the boundaries of field service efficiency whilst simultaneously customer expectations are becoming ever more demanding.
Digital transformation is a major trend sweeping across our sector – one direct side effect of which is that increasingly the 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?
Digital transformation is a major trend sweeping across our sector – one direct side effect of which is that increasingly the 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?
Recorded
Dec 13 2017
56 mins
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Presented by
Kris Oldland from Field Service News and Kieran Notter from ServiceMax
Kris Oldland from Field Service News and Kieran Notter from ServiceMax
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The Rise of Asset and Service Data Gravity Recorded: Sep 12 2018 55 mins
Mark Homer, VP of Global Customer Transformation at ServiceMax from GE Digital & David Gallichan, Vanson BourneDuring the Spring of 2018, ServiceMax commissioned independent research firm Vanson Bourne to uncover the rise and importance of service and asset data across the organisation.
In this webinar, we will share some of our findings and discuss how digital technology holds untapped insights for almost every line of business.
There are some eye-opening results gleaned from over 600 responses from senior executives working in Field Service and IT across Europe, MENAT and the USA in multiple vertical industries, answering questions such as:
How to increase your revenue by 14% in less than 1 year?
Do executives believe the rise of asset and service data gravity will positively benefit organisations and provide competitive edge?
What are the current asset and service data practices?
Which lines of business in a company are most impacted?
Will asset and service metrics be a crucial value to an organisation if achieved? (uptime, downtime, record maintenance & first-time fix rate) -
Asset Data Gravity: How the IIoT is Transforming Productivity Recorded: Jun 6 2018 54 mins
Joe Kenny, VP of Global Customer Transformation, ServiceMax from GE Digital"Data Gravity" is a term used to describe the phenomenon in which the quantity and the speed at which services and applications are attracted to data, increases as the mass of that data also increases.
Field Service is a major consumer of company master data but also is increasingly a major provider of new data - a trend which is having a profoundly positive impact on other departments such as R&D, sales and finance.
In this session we will discuss new research from Vanson Bourne and examples of companies from the power industry through to medical device manufacturers who are pioneering when it comes to digital transformation and adoption of the IIoT. -
Deep Dive on ServiceMax IoT Architecture and Data Strategies Recorded: May 24 2018 61 mins
Aaron Mieswinkel, Director of Architecture, and Anna Startseva, Product Marketing Lead at ServiceMaxWatch this webinar with Aaron Mieswinkel, Director of Architecture, and Anna Startseva, Product Marketing Lead, to learn about ServiceMax IoT integration architecture and how organizations are blending and mining data to deliver recurring value. Service organizations are able to switch to proactive and even predictive service models to guarantee customer outcomes—uninterrupted equipment uptime and exceptional customer experience.
This webinar will cover:
- Achieving uninterrupted equipment uptime and customer experience objectives with Connected Field Service
- ServiceMax IoT-agnostic solution and architecture
- Strategies for implementing Connected Field Service
- Strategies to enrich data from equipment with information from database and ServiceMax -
New Design Principles for Measuring Customer Satisfaction Recorded: May 16 2018 46 mins
Dr. René Degen, Co-Founder at Comparable and Former Director of Services - Miele and Jeroen Peters, Co-Founder at ComparableIn this webinar, Jeroen Peters and René Degen, of Comparable B.V. will propose the following:Customer satisfaction surveys is a dead end street, why you may not want to use the NPS score anymore, Customer Satisfaction Score is probably not the most meaningful measurement, new design principles for future customer satisfaction measurements, Using your service engineer as an information source. -
Delivering Service Margin Growth This Year Recorded: Apr 26 2018 53 mins
Coen Jeukens, Director of Global Customer Transformation, ServiceMax from GE DigitalWhen requesting budget for new tooling a service leader's biggest ‘enemy’ is last year’s result. Why would you need extra budget when you’ve had a track record of year-over-year margin contribution without that budget? In this webinar Coen Jeukens, Director of Global Customer Transformation at ServiceMax from GE Digital will explain how you can articulate value above and beyond business as usual. Discover how to use metrics that matter to the decision makers in the board and deliver instant success. -
Changing your focus from product to service Recorded: Apr 10 2018 45 mins
Gregers Johansen - Group VP ServiceWebinar on -
Beyond products and services: journey to outcome based services Recorded: Apr 4 2018 62 mins
Ivanka Visnjic, Professor of Innovation and Director of Institute for Innovation and Knowledge Management at ESADE Business SFor most manufacturing companies, a significant part of their business already comes from services that are associated with their products. Many executives are asking the question- is there anything after services? The answer is yes. A certain number of companies are already charting the territory of outcome-based services that deliver to the customer the pure utility needed without product ownership or a bundle of different services.
As a result, outcome-based services create growth and profit potential for the company, but as long as the risks are well understood and managed. -
Field Service Transformation for the Power & Utilities Industries Recorded: Mar 29 2018 53 mins
Jonas Johansson, Principal Solution Architect and Seth Dunn, Industry Development Director, ServiceMax from GE DigitalA lot is asked of workers on the front lines of the power and utilities industry. We expect them to keep the lights on, get the lights back on, constantly improve productivity, and drive profitability and customer. But life is not always easy for them. They are typically forced to deal with multiple IT systems, pull data from multiple sources, work with paper-based records, and respond immediately to unplanned outage on top of their existing list of maintenance tasks.
That's where ServiceMax comes in. This session covers how ServiceMax is enabling companies in the power and utilities industries to vastly increase productivity and efficiencies. -
How do you sell services on value rather than price? Recorded: Mar 7 2018 59 mins
Todd Snelgrove, Author, Subject Matter Expert and Thought Leader Global Vice President of ValueIn this webinar, Todd Snelgrove, a Subject Matter Expert on all things "Value", will provide an executive overview of his and Prof Andreas Hinterhuber's bestselling new book - Value First Then Price - Quantifying Value in Business to Business Markets from both a Buyer and Sellers Perspective. Todd's webinar will focus on new, best in class examples, of how companies can calculate, communicate, sell and price for new Service related business, and reduce churn of existing contracts. -
Predix ServiceMax Product Demo Webinar Recorded: Jan 2 2018 32 mins
ServiceMaxWatch this product overview demo to learn about the ServiceMax field service management platform. ServiceMax is the only complete field service software solution helping enterprise companies manage contracts, scheduling, and parts, while also providing solutions for social, portals, and analytics — all delivered in the cloud to any mobile device.
See How ServiceMax:
1 - Boosts your Service Revenue
2 - Captures and Delivers the Right Service Metrics
3 - Monitors Daily Activites and Work Order Status
4 - Communicates with Field Service Reps in Real-Time -
The Changing Face of the Field Service Engineer Recorded: Dec 13 2017 56 mins
Kris Oldland from Field Service News and Kieran Notter from ServiceMaxThe Field Service industry is rapidly evolving, technology is continuously pushing the boundaries of field service efficiency whilst simultaneously customer expectations are becoming ever more demanding.
Digital transformation is a major trend sweeping across our sector – one direct side effect of which is that increasingly the 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? -
The Causes, Costs and Consequences of Unplanned Downtime Recorded: Dec 4 2017 51 mins
Mark Homer, Vice President of Global Customer Transformation at ServiceMax and David Gallichan is a Research Executive at VaKeeping your assets running is mission critical for your reputation, customer satisfaction and for keeping costs low, but what is the true cost of unplanned downtime? -
Maxpert series: Oilfield Service Delivery Recorded: Nov 16 2017 7 mins
Phil Schwarz - Oil and Gas Industry Development DirectorField service automation in the Oil and Gas Industry -
Maxpert Series: Gain instant insights with service performance metrics Recorded: Nov 15 2017 4 mins
Swetha TupellyGain instant insights with service performance metrics -
Maxpert Series - Installed base management Recorded: Oct 26 2017 5 mins
Amit Jain - Senior Director, Product Managment at ServiceMaxWhy Installed Products Data is Crucial for Business and How ServiceMax Increases Visibility -
Maxpert Series: Why Sync is a Hard Problem and How ServiceMax Excels Offline Recorded: Oct 11 2017 13 mins
Colby Lavin - Director of Product ManagementWhy Sync is a Hard Problem and How ServiceMax Excels Offline -
Maxpert Series: How to Integrate ServiceMax with ERP Recorded: Sep 20 2017 9 mins
Aaron Mieswinkel - Director of Architecture at ServiceMaxHow to Integrate ServiceMax with ERP -
Maxpert Series - Entitlements Recorded: May 24 2017 13 mins
Anita D'Souza - Product Manager at ServiceMaxHow ServiceMax Entitlements Stop Revenue Leakage and Increase Field Visibility -
Maxpert series: Schedule Optimization Recorded: May 10 2017 8 mins
Daniel Bennett: Product Manager at ServiceMaxWhy Service Leaders Choose Automatic Scheduling and How ServiceMax Solves Even the Hardest Scheduling Problems -
Sony Customer Case Study - ServiceMax Recorded: May 9 2017 34 mins
John Cooper - Head of Service, Sony PSESony Professional Services supports over 6,200 products across 24 countries, as well as 110 service engineers who handle over 50,000 jobs annually. In order to provide their customers with the best possible experience, Sony Professional Services wanted to harness servitization and shift to an outcome-based service approach.
Transform your field service delivery
We lead the way in field service management. We continue to innovate within the industry and evolve with our customers as their needs change and grow. This drive for innovation is supported by GE Digital, which recognizes the incredible value of field service to the company’s bottom line and provides solutions that complement Predix ServiceMax. The combined power of ServiceMax with solutions such as the Predix IoT platform and APM enable our customers to transform their service from reactive break-fix model to predictive service that minimizes unplanned downtime.
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- Title: The Changing Face of the Field Service Engineer
- Live at: Dec 13 2017 1:00 pm
- Presented by: Kris Oldland from Field Service News and Kieran Notter from ServiceMax
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