A mass exodus from the field service industry is exacerbating a longstanding challenge: the ability to quickly resolve problems with customer equipment.Nearly two-thirds of organizations don’t have enough field technicians to fill their needs, a 2019 IDC Talent Management survey found. Older, experienced workers are retiring at a rapid clip, and inexperienced technicians and contractors hired to fill gaps aren’t always up to the task. Nearly half of organizations in the IDC survey said their service employees lack some of the skills needed to perform the work required.Institutional knowledge is precious and tough to duplicate, but experienced technicians are stretched thin and don’t have time to provide lengthy training. New hires are forced to hunt down information buried in company manuals, PDFs, and data sheets to get the instructions they need. Translating knowledge on the printed page into hands-on customer help can also be a struggle.To read this article in full, please click her
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