The soft skills of Field Service Executives are important in this age of Digital Transformation. The increasing importance of software and digitization has focused on people acquiring more knowledge and skills. Today’s customers are powered by information and technology and they are driven by expectations and demands. It is also a driving factor behind the core skills needed by the field service engineers or personnel working on-field.
Customers of this digital age are tech-savvy and get access to any info making them both expectant and insightful. Thanks to social media customers have a strong voice too. The widespread digitalization happening across industries offers unsatisfied customers easy access to redress or to go to competing service providers. However, without actual human interaction, the issues may not be resolved in time and this is when the soft skills of the on-field staff of companies come to play.
Soft Skills needed of Field Service Staff.
Field service executives turn out to be the only face-to-face human contact of the company nowadays. This touchpoint of customers is now different from the past. The modern field service engineers are well-informed thanks to the knowledge given by field service management systems, most of them empowered by software applications. They speak to and face customers confidently at any level of seniority. They seem comfortable in selling as well as in service. They therefore have to possess the soft skills expected by their managers. They literally become the actual brand ambassadors.
A survey found that people skills are given high priority for field service executives. But the teaching soft skills is considered more difficult than teaching hard skills. It could be simple to train a person for technical skills but good interpersonal skills are a lot harder to teach.
Training the new generation of field staff.
The traditional way for training is to use experienced Field Service staff to train the new recruits or update the younger generation of executives to be deployed on-field. The training has one part in a classroom-like place with expert staff on the job. The participants being trained not only to get briefed on the system and the integrated software and mobile application of the field service management but also in customer relations. This is where versatile software for field service management can play an important role to support the on-field service executives and motivate even inexperienced field executives.
Supporting Business Analytics.
Business leaders want better insights into their business and expect field service managers to provide analytical reports. The field sales executive plays an important role in supporting the process. The increasing importance of analytics in this age of digital transformation is pushing service providers to adopt mobile applications and related CRM software. Analytics and business insights take field service management to the next level resulting in more productivity revenue and customer satisfaction.
Trinetra iWay provides a versatile field force management system that can be integrated with a mobile app customizable for any company’s sales or service workforce. This mobility solution offers online accessibility in real-time, literally from anywhere at any time. Organizations can easily automate tasks, find ways to cut costs & expenses, besides boost efficiency & productivity. For more information, just visit us @ – https://www.trinetraiway.com/. Just submit the enquiry form, giving your requirements and our team of experts will help you develop an appropriate solution.
