In the field service sector there has been much discussion about remote service delivery…

At Field Service News we have looked at the topic from a strategic perspective, explored a number of the key technologies and explored how to achieve fast adoption rates across both employees and customers alike.

Now as we continue to help our industry better understand this seismic shift in how we approach service and maintenance, we take a pragmatic look at the day to day use of remote service tools as we speak to Martin McLean, Remote Service Specialist, with Konica Minolta.

In the full-length and wide reaching interview available to all FSN PRO members and for a limited time for those on our FSN FREE subscription tier we discuss:

• Understanding the day-to-day use of remote service tools in service delivery
• How Konica Minolta are fostering a culture of intrapreneurship within the workforce
• The role that development and trust can play in workforce retention
• How are customers reacting to Konica Minolta’s a remote-first policy?
• Overcoming potential customer barriers to adopting remote service tools?
• Do we want our most experienced technicians in the field or remote service specialists?
• Can we train remote technicians if they have never worked within a field role
• Is the experience of pressure in the field key to what makes a great remote service specialist?

In this excerpt from the full-length, hour long interview available exclusively at www.fieldservicenews.com McLean draws on his experience as a technician both in the field and now as a remote service specialist to reflect on a critical question many service organisations are considering currently – where do we place our most experienced technicians?