How Technology Is Enabling Workforce Transformation
As new technologies develop in the field service industry, new challenges arise, meaning the workforce is having to adapt and change how they carry out their roles. 2018 saw that, due to new technologies like augmented reality and artificial intelligence, the need for actual technical knowledge is becoming secondary and soft skills, including flexibility and communication, are becoming far more important.
In 2019 some of these challenges still remain. One of the main difficulties is recruiting qualified and talented individuals who see field service as a career rather than a short-term role. While many industries, especially telecommunications, may not need a specialized set of skills to fix a problem, other industries do require the technical and qualified knowledge of engineers. For example, sectors such as aerospace or critical infrastructure need qualified engineers who cannot be easily replaced by a novice with general knowledge and no specialized skills.
Current Industry Climate
The current workforce is a mixture of both older and more experienced engineers - who know the technical workings of the machinery being used - and younger, less experienced staff who are using new advancements to fix machinery.
One particular new technology that is helping young engineers is augmented reality. This allows the engineer to get the opinion of other engineers in how to fix the issue they are faced with. This is something that works particularly well in the telecommunications industry as it enables repairs to be made quickly and efficiently by someone who is not necessarily highly skilled but is in connection with people that are.
This is just one reason that soft skills are becoming far more valued in this profession. Communication, teamwork, and self-confidence mean that an employee who doesn't have all the skills to solve something themselves can communicate with the team of people around them to find out what the issue is, and then have the confidence to fix the problem.
One real-life example of how technology like this is working can be found at Otis, an elevator, escalator, and people moving company. The escalators and elevators that Otis produces are fitted with smart sensor technology that collects information as part of a connected digital ecosystem. Data is then sent to the cloud where it's aggregated and analyzed, so information can be delivered to customers and Otis' dedicated service teams in real-time.
The platform turns customer equipment data into insights, so the Otis team can stay ahead of potential issues and keep their equipment running. Any engineers they send out to solve the issue will already know the problem and exactly how to fix it, so they don't necessarily need the diagnostic skills and qualifications that previous engineers working without this technology would have required.
This then becomes a time-saving measurement as it means engineers are not spending time working out what the issue is but can repair it straight away. "We can share this data and help others make peoples' experiences more seamless and efficient," said, Vice President of Product Strategy at Otis, Chris Smith.
Potential Issues with This Environment
While this method of solving issues is proving to be effective in industries such as telecommunications and general maintenance, it is a little more difficult when it comes to more advanced sectors, including aerospace or critical infrastructure. These sectors require advanced technical knowledge of the equipment and systems involved, so it tends to be older generations close to retirement age who are working on this type of machinery.
This has the potential to cause issues in the near future. When that generation of engineers has retired, who will have the knowledge to repair and maintain these more complex items of technology? While certain industries can be dominated by young people with limited knowledge but excellent soft skills, other sectors will have to hire some people with advanced technical knowledge and the correct qualifications in order to fill the roles of those that are moving on.
It's also argued that there should be training from the more experienced engineers to the younger engineers. Those who show that they have good soft skills and see the industry as a career rather than simply a stopgap should be given the opportunity to progress. Ideally, they'll become skilled technical engineers after being trained by those already at such a level.
Final Thoughts
Technology is being incorporated more and more into our daily lives, with many industries using the advantages that it brings. Telecommunications industries are now thriving with many young, new engineers who are using the soft skills they have to effectively fix tech. However, the main challenge is ensuring there are enough people ready, willing, and qualified enough to fill the roles of the more technically advanced engineers.
Workforce transformation is set to be a hot topic at Field Service Connect 2019being held in November, at the Hyatt Regency Lost Pines Resort and Spa, TX.
Please download the agenda today for more information and insights.