When bottled up, institutional expertise loses its purpose and fails to make a lasting impact. How can manufacturers ensure that essential information seamlessly flows across an organization?
Experienced technicians hold a wealth of invaluable knowledge, but this expertise is often at risk of being lost when they retire. Manufacturers today must embed expert knowledge into digital tools and platforms, ensuring that newer technicians can easily access best practices and technical insights at any time.
This is especially vital as field service is increasingly becoming a revenue-driving engine, requiring technician skills and capabilities to evolve. Manufacturers must foster continuous learning and ensure teams effectively capture and disseminate institutional expertise across the organization.
Here are a few tools for scalable field work and preserving and sharing expertise:
AR-Based Troubleshooting
Senior technicians can create interactive guides for complex repairs, which less experienced field technicians can access.
Knowledge Management Systems
Digital knowledge bases help document troubleshooting tips, maintenance protocols, and customer-specific service histories.
Predictive Maintenance Platforms
Predictive strategies are replacing reactive ones. Real-time updated platforms utilize and present data to predict issues, allowing technicians to address them in advance.
When used in alignment with organizational goals and supported by a skilled workforce, these tools can enhance field service’s profitability, optimize operations, and drive customer loyalty.
Read the full Copperberg and Gomocha whitepaper, Unlocking Hidden Efficiencies: A Blueprint for Field Service Success in Manufacturing.