What Does a Field Service Representative Do?

Field service is a literal translation of Field Service, which usually refers to the service delivered on-site by the service team. It is different from the remote service like Call center, so it is called field service. In many industries around us, there is a need for on-site services, such as service scenarios such as installation, maintenance, and repair of equipment manufacturing enterprises, which are more common in some business scenarios that require after-sales service.

Field Service

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Field service is a literal translation of Field Service, which usually refers to the service delivered on-site by the service team. It is different from the remote service like Call center, so it is called field service. In many industries around us, there is a need for on-site services, such as service scenarios such as installation, maintenance, and repair of equipment manufacturing enterprises, which are more common in some business scenarios that require after-sales service.

There are also many companies that refer to on-site services as on-site services, such as on-site management of the exhibition industry, registration of exhibitors, and environments such as engineering sites, oil drilling platforms, and wind power plants with a large number of field operators Therefore, on-site service is a conceptual collective term, with different contents according to different industries and scenarios.

Chinese name

Field Service

Foreign name

Field Service

nickname

Field service management

service industry

On-site management of exhibition industry, registration of exhibitors

How to strengthen the management of field services?

Field service management is usually a task-oriented transactional event. In a team with a large number of field service personnel, it is usually necessary to manage the creation, dispatch, execution, collaboration, and service resources of field service tasks so that they can be successfully completed. May be associated with company products, knowledge base, tool accessories, and more.

Field service and dispatch management, also known as service delivery chain management, refers to the allocation, dispatch, dispatch, and management of service departments, personnel, and related resources, responsible for completing efficient and economical service and support activities. Field service and task assignment has always been a function of providing a close connection between the production department and the product service support department, and is an important part of customer service. Field services and task assignments are moving from a single back-office function to an enterprise system that tightly integrates back-office and front-end service systems. The application of field services and tasking must be integrated with the creation of customer service requests, and to some extent with sales and marketing systems. Field service and task distribution systems are used to increase sales revenue, reduce labor and component costs, and increase labor productivity, as well as reduce labor consumption and increase customer satisfaction and loyalty. ^[1]

How to improve the level of field service information management?

In large domestic manufacturing companies, CRM is generally used to manage customer after-sales services. However, most systems such as CRM and ERP mainly serve the business of sales and finance of the enterprise, so the management and control of on-site services is generally up to the work order It is over. As for the execution of the task, it is basically impossible to control, so if there are higher requirements for the service, it needs to be expanded in the CRM-based after-sales service module.

In many foreign companies, in addition to the CRM system, in order to facilitate field service personnel, Field Service Management software is generally used to help field personnel manage their own calendars, plans, tasks, and handle query, collaboration and other functions. The efficiency of on-site personnel is generally higher than domestic ones. Of course, this has an important relationship with the overall foreign informatization level and the higher comprehensive quality of service personnel.

Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property.

What's the point of field service?

It is basically similar to doing good customer service, improving service quality through better service management and control, reducing service costs, pursuing customer satisfaction, creating service value, and promoting the development of the resale market for services and products.

Mobile Field Service

Because most field service personnel are unable to use the computer at any time, all current field service management software can basically be accessed through mobile phones or iPads and professional mobile devices.