Field Service Study Reveals Technicians Frustrations

Written by | Field Service

“You feel great if you work faithfully and efficiently.”

– Dr. J.P. Chia

The Service Council, a leading research and advisory firm, conducted a recent study in which it surveyed over 150 field service technicians to gain insight into their day-to-day lives.  In reaching out directly to technicians, from those working for small businesses to those employed by medium to large companies, the Service Council was able to draw out valuable information, such as technicians’ top complaints and challenges and the things they believed would improve their daily work lives.

One of the stats captured by the study was that paperwork and administrative tasks ranked as the worst parts of a technician’s day.  Nearly half of the field technician participants chose this as their least favorite aspect of their job.

Field Service Study Results

Time spent looking for information was also a top concern, with over 30% technicians ranking this as their 2nd least favorite part of their day-to-day.  Of those surveyed, 32% indicated that they spent too much time on paperwork on a day-to-day basis. The Service Council noted:

“Technicians like to work and prefer the
removal of all obstacles to getting work done.”

Fortunately, field service software companies like mHelpDesk are working to satisfy the needs of today’s technicians through tools and products that allow for more efficiency, especially when technicians are out in the field.  Here at mHelpDesk, we’re committed to building a first-class product that enables field workers to do their job not only better, but faster.  This includes working on continuous software enhancements to improve our technology.  The features we pushed out in our latest mobile release help to address the frustration technicians have around the time spent looking for information.  Using our app, they are able to filter their schedule or job list, so that only relevant appointments or jobs show up, saving them time and effort.

With our mobile app, which is available for both iPhones and Android phones, technicians don’t have to worry about rummaging through paper files to find the information they need around a lead, customer or specific job; all this is contained within our app. They can also access professional-looking estimates and invoices, which can be sent to customers via email, saving them not only time but printing costs.

When it came to choosing the best aspect of their day, the research study found that the majority of technicians (77%) said that solving customer problems was the favorite part of their day.  The rest of the technicians chose one of the following aspects as the best part of their day: 1) dealing with customers, 2) fixing and repairing things, or 3) learning about new tools and technologies.

Do you work in the field service industry?  Do you agree with the insights from the field service study?  What are your biggest frustrations when it comes to your day-to-day work?  We’d love to hear your thoughts!  Leave us a comment below.

Last modified: March 3, 2017

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