Field Service Technician Feedback - 2018 Results

@tservicecouncilwww.servicecouncil.com | Boston, MA|
Field Engineer
Feedback
- 2018
Summary Data Deck
March 2018

1
Why TSC?
BENCHMARK
YOUR PERFORMANCE IN
KEY FUNCTIONAL AND
STRATEGIC AREAS VIA AN
ASSESSMENT AVAILABLE
POST-BENCHMARK
SURVEY.
ATTEND
EVENTS FOR
OVERALL
KNOWLEDGE OR
SPECIFIC TO
YOUR AREA OF
INTEREST
REVIEW CONTENT
AND INSIGHT FROM
OUR ANALYST TEAM
TSC
CONNECT WITH A
COMMUNITY OF
LIKE MINDED
PROFESSIONALS AND
TSC-RECOGNIZED
SUBJECT MATTER
EXPERTS
MARGIN
54%
ACCESS
RESEARCH DATA
TIED TO YOUR
RESEARCH GROUP AND
MORE. THE DATA WILL
ALSO BE PRESENTED
THROUGH THE LENS OF
THOSE WITH THE TOP
PERFORMANCE METRICS
2
3
4
5

Field service leaders always speak of improving a day in the life of their
employees, but we never actually hear from the front-lines. While front-line
employees are generally accepting of new technologies and programs, they are
generally more interested in finding easier ways to navigate their work days and
reduce complexity.
HYPOTHESIS / POINT OF VIEW
MAJOR MILESTONES:
• NOW: Survey Live
• Results and Data: February-March 2018
Field Engineer Feedback –
Project Plan
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FT
AREAS INVESTIGATED
DESIRED AUDIENCE
In a direct survey of field service engineers, we ask
- How they entered field service
- What they like/dislike
- Thoughts on technology initiatives
- Thoughts on growth and other opportunities
Field service technicians / engineers (English speaking). They do not have to
reveal their identities.

Co: Size
Survey Update
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FT
535 total field service engineers have participated
PARTICIPANTS (AS OF 3/14)
47% - 50 or less engineers
36% - 50-500 engineers
17% - 500 or more engineers
Geography
(Primary area of work)
39% - North America
42% - Europe
12% - Asia-Pacific
7% - South America
Industry
(Multiple Selections)
41% - Computer Equipment
22% - Telecommunications
19% - Financial Services
18% - Medical Devices / Services
Type of Work
(Multiple Selections)
84% - Repair
67% - Maintenance
63% - Installation
17% - Training

Age
About the Engineers
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FT
24% - 34 or less
36% - 35 to 44
24% - 45 to 54
16% - 55 or more
Tenure in FS
(Primary areas of work)
18% - 5 years or less
22% - 5 to 10 years
35% - 10 to 20 years
25% - 20 or more years
FS Experience
(Current Role)
36% - 5 years or less
25% - 5 to 10 years
28% - 10 to 20 years
11% - 20 or more years
# Companies
(Field Service Career)
30% - One
30% - Two
22% - Three
18% - Four or More

Section 1: Profession of Field Service
In this section, we ask field service engineers about their thoughts on getting into the profession

I LIKE FIXING THINGS –
OPPORTUNITY TO DO SO
FOR WORK
I WANTED TO CHANGE
CAREERS/ROLES
WANTED TO GET INTO MY
COMPANY AND FS WAS THE
BEST WAY IN
TRAINED/STUDIED TO BE AN
ENGINEER
DATA REPRESENTED:
Why did you select the profession of field
service? Percentage of Responding Engineers
Source: TSC Data 2018
Field Service Profession –
Why Join?
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FT
10%
12%
23%
36%

THE WORK
AUTONOMY OF THE JOB
MY TEAM
WORK/LIFE BALANCE
DATA REPRESENTED:
What keeps you in field service? (Top TWO
factors) Percentage of Responding Engineers
Why Stay?
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FT
25%
30%
30%
47%

YES 42%
NO
22%
DON’T KNOW
36%
DATA REPRESENTED:
Do you anticipate being a field service
engineer for your entire career? Percentage of
respondents represented.
Field Service For Life?
TSC - F
FT

DATA REPRESENTED:
How would you say that your work has
changed since your start in field service?
Percentage of respondents who agree,
disagree (Neither not shown)
The Changing Engineer
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FT
STATEMENT
%
AGREE
%
DISAGREE
The knowledge required to service products is
changing
84% 4%
Management demands are higher 75% 3%
The technology demands of work are higher 72% 7%
Customer demands are higher 68% 5%
Available technology makes it easier to get work
done
64% 8%
Products being serviced are much more complex 55% 16%
The work requires more travel 54% 12%

Section 2: Current Role
In this section, we ask field service engineers about their current role/employer

Field Service Role –
Level of Satisfaction
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FT
Note: On Pressure to Sell, 35% of Respondents Indicated that they were not required to sell.
This number was included in the Neutral/DK total.
Percentage of Respondents
10%
34%
37%
22%
28%
19%
21%
11%
67%
31%
22%
37%
25%
31%
25%
31%
23%
35%
41%
41%
47%
50%
54%
58%
Pressure to Sell*
Career Opportunities
Salary
Mentorship
Benefits
Learning & Development Opportunities
Training Resources & Support
Focus on Safety
Dissatisfied Neutral/DK Satisfied

THE WORK – SOLVING
CUSTOMER ISSUES
LEARNING ABOUT NEW TOOLS
AND TECHNOLOGY
LEARNING NEW SKILLS –
KNOWLEDGE/CERTIFICATION
S
THE WORK – FIXING OR
REPAIRING THINGS
DATA REPRESENTED:
What do you like best about your day-to-day?
(Top TWO factors) Percentage of Responding
Engineers
BEST Part of the Day
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FT
18%
20%
41%
51%

PAPERWORK AND
ADMINISTRATIVE TASKS
TIME SPENT LOOKING FOR
INFORMATION
TRAVEL
PRESSURE TO WORK FASTER /
BE MORE PRODUCTIVE
DATA REPRESENTED:
What is the least favorite part of your day-to-
day? (Top TWO factors) Percentage of
Responding Engineers
WORST Part of the Day
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FT
20%
23%
30%
44%

DATA REPRESENTED:
Please indicate your level of agreement with
the following. Percentage of respondents who
agree, disagree (Neither not shown)
Review of Company
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FT
STATEMENT
%
AGREE
%
DISAGREE
My company is interested in collecting my
feedback
54% 20%
Employee engagement is an important issue for
my company
51% 22%
My company leverages my feedback to consider
improvements that can be made
47% 23%
My company cares about my personal
development
44% 25%
My company directly addresses my direct
concerns and feedback
42% 25%
My company recognizes or rewards me on
feedback that improves processes or business
outcomes
41% 29%
My company provides me with career choices
should I decide to pursue other options
32% 36%

Section 3: Technology
In this section, we ask field service engineers about the tools at their disposal

YES – PROVIDED BY
EMPLOYER
75%
YES – PERSONAL;
DEVICE SUPPORTED
BY COMPANY
20%
NO
5%
DATA REPRESENTED:
Do you have a mobile device or set of devices
for field service work? Percentage of
responding engineers.
Field Service Tools –
Are You Mobile?
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FT

DATA REPRESENTED:
Has Mobility (Devices/Applications/Information)
Made You….? Percentage of Responding
Engineers. (Don’t Know Not Shown)
Has Mobile Made You….
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FT
46%
58%
75%
75%
80%
31%
24%
12%
14%
14%
A SAFER WORKER
A BETTER ENGINEER
MORE INDEPENDENT OR SELF-RELIANT
MORE PRODUCTIVE
MORE EFFICIENT
YES NO

JUST RIGHT
58%
NOT ENOUGH
6%
TOO MUCH
27%
NOT SURE /
DON’T KNOW
9%
DATA REPRESENTED:
What do you think of the volume of
communication received via your mobile
device? Percentage of responding engineers.
Information Overload – Amount of Communication
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FT

DATA REPRESENTED:
What are the most important types of
information needed for you to complete your
work? Open Text
Information Needed
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FT

CALL INTO TECHNICAL
SUPPORT
TEXT/MESSAGING
(INDIVIDUAL/GROUP)
NONE – RELY ON MY OWN
NOTES
PHONE A COLLEAGUE
DATA REPRESENTED:
If You Run Into a Problem while on a
Customer Site, What is Your Preferred Medium
to Seek Help? Percentage of Responding
Engineers
Seeking Help at a Customer Site
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FT
6%
9%
27%
50%

DATA REPRESENTED:
Please rate your level of agreement.
Technician Effort Score
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FT
My Company Makes it EASY for
Me……….
%
AGREE
%
DISAGREE
To seek help if I am stuck 74% 11%
To find the necessary information or
documentation to resolve service inquiries
71% 14%
To return used or replaced parts 71% 11%
To complete the forms tied to a service
ticket/work order
69% 12%
To know what parts are needed for service visits 66% 14%
To record net new opportunities for the
customer
62% 10%

DATA REPRESENTED:
What tools/technology do you wish your
company had to support your work? Open Text
Field Service Work –
Wishlist
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FT

WORK TO BE DONE – PAPERWORK AND
SEEKING INFORMATION
ENGINEERS NEED BETTER VISIBILITY INTO ACTION
TIED TO THEIR FEEDBACK
MOSTLY POSITIVE ON MOBILE – CONTINUED PUSH NEEDED
ON EASE OF WORK
WORK TO BE DONE – PRESSURE
WORK TO BE DONE – MENTORSHIP AND CAREER
PATHS
1
2
3
4
5
Recap
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FT

Survey
Survey Plan
TSC - F
FT
- Stop Active Collection
- Continue Work with member organizations to get
engineers involved
Results
- Summary Results and Data Charts (Now)
- Summary Results with Commentary (March)
- Paper (April 2018)

Section A: Data Charts (Appendix)
In this section, we present the research data as it aligns with various participation groups

Why Join? (By Age)
TSC - F
FT
35 or Younger 55 or Older
I liked fixing things and this provided me the
opportunity
37% 34%
I trained/studied to be an engineer 24% 28%
I wanted to work for the company and field service
was the way in
14% 8%
I wanted to change careers 9% 15%
DATA REPRESENTED:

Why Join? (By Geography)
TSC - F
FT
North
Am.
Europe
Asia-
Pacific
South
Am.
I liked fixing things and this
provided me the opportunity
39% 35% 58% 27%
I trained/studied to be an
engineer
19% 28% 13% 37%
I wanted to work for the company
and field service was the way in
7% 9% 13% 7%
I wanted to change careers 16% 10% 6% 10%
DATA REPRESENTED:

Why Stay? (By Age)
TSC - F
FT
The work 48% 43%
Work/life Balance 32% 23%
Autonomy of the Job 27% 31%
My Team 31% 16%
DATA REPRESENTED:

Why Stay? (By Geography)
TSC - F
FT
North
Am.
Europe
Asia-
Pacific
South
Am.
The work 40% 52% 55% 53%
Work/life Balance 30% 30% 32% 33%
Autonomy of the Job 28% 38% 16% 33%
My Team 17% 26% 39% 30%
DATA REPRESENTED:

Technician for Life (By Age)
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FT
Do you anticipate being technician for
your entire career?
35 or
Younger
35 - 45 45 - 55
Yes 27% 40% 43%
No 30% 23% 19%
Don’t Know 43% 38% 38%
DATA REPRESENTED:

Technician for Life (By Geography)
TSC - F
FT
Do you anticipate being
technician for your entire
career?
North
Am.
Europe
Asia-
Pacific
South
Am.
Yes 46% 38% 32% 37%
No 21% 22% 26% 27%
Don’t Know 33% 40% 42% 36%
DATA REPRESENTED:

The Changing Engineer (By Age)
TSC - F
FT
%
AGREE (35 or
Younger)
%
AGREE (55 or
Older)
The knowledge required to service products is
changing
72% 98%
Management demands are higher 66% 78%
The technology demands of work are higher 65% 66%
Customer demands are higher 64% 69%
Available technology makes it easier to get work
done
59% 48%
Products being serviced are much more complex 41% 54%
The work requires more travel 58% 56%
DATA REPRESENTED:

The Changing Engineer (By Geography)
TSC - F
FT
%
AGREE
(N.Am)
%
AGREE
(Europe)
%
AGREE
(APAC)
%
AGREE
(S.Am)
The knowledge required to
service products is changing
85% 81% 84% 93%
Management demands are higher 73% 76% 77% 77%
The technology demands of work
are higher
73% 67% 81% 83%
Customer demands are higher 65% 68% 84% 76%
Available technology makes it
easier to get work done
59% 64% 74% 70%
Products being serviced are much
more complex
59% 48% 65% 60%
The work requires more travel 51% 53% 65% 50%
DATA REPRESENTED:

DATA REPRESENTED:
What is your level of satisfaction?
TSC - F
FT
AREA
%
SATISFIED (35
or Younger)
%
SATISFIED
(55 or Older)
Focus on Safety 60% 53%
Training Resources & Support 57% 45%
Learning & Development Opportunities 52% 41%
Benefits 61% 48%
Mentorship 48% 35%
Salary 31% 51%
Career Opportunities 34% 33%
Pressure to Sell 26% 13%

DATA REPRESENTED:
What is your level of satisfaction?
TSC - F
FT
AREA
%
SATISFIE
D (N.Am)
%
SATISFIE
D (Eu)
%
SATISFIE
D (APAC)
%
SATISFIE
D (S.AM)
Focus on Safety 62% 48% 62% 73%
Training Resources & Support 51% 49% 55% 70%
Learning & Development
Opportunities
47% 44% 61% 63%
Benefits 51% 34% 52% 69%
Mentorship 40% 35% 39% 59%
Salary 56% 25% 52% 23%
Career Opportunities 37% 28% 29% 47%
Pressure to Sell 18% 20% 10% 37%

Best Part of the Day (By Age)
TSC - F
FT
Work – Solving Customer Problems 38% 61%
Work – Fixing or Repairing Things 37% 46%
Learning About New Tools 23% 18%
Learning New Skills 22% 6%
DATA REPRESENTED:
What do you like best about your day-to-day?
(Top TWO factors) Percentage of Responding
Engineers

DATA REPRESENTED:
Best Part of the Day (By Geography)
TSC - F
FT
N.Am Europe APAC S.Am
Work – Solving Customer Problems 62% 43% 45% 47%
Work – Fixing or Repairing
Things
51% 38% 35% 23%
Learning About New Tools 8% 27% 16% 43%
Learning New Skills 6% 25% 13% 37%

Worst Part of the Day (By Age)
TSC - F
FT
Paperwork and Administrative Tasks 45% 53%
Pressure to Work Faster 33% 30%
Time Spent Looking for Information 24% 20%
Travel 15% 19%
DATA REPRESENTED:

Worst Part of the Day (By Geography)
TSC - F
FT
N.Am Europe APAC S.Am
Paperwork and Administrative
Tasks
49% 43% 48% 40%
Pressure to Work Faster 22% 40% 26% 47%
Time Spent Looking for Information 24% 22% 29% 33%
Travel 21% 16% 26% 10%
DATA REPRESENTED:

Review of Company
TSC - F
FT
STATEMENT
%
AGREE (35 or
Less)
%
AGREE (55 or
More)
feedback
55% 44%
Employee engagement is an important issue for
my company
52% 49%
My company leverages my feedback to consider
improvements that can be made
42% 40%
development
44% 43%
44% 38%
My company recognizes or rewards me on
feedback that improves processes or business
outcomes
45% 36%
My company provides me with career choices
should I decide to pursue other options
31% 23%
DATA REPRESENTED:

Review of Company (By Geo)
TSC - F
FT
STATEMENT
%
AGREE
(N.Am)
%
AGREE
(Euro)
%
AGREE
(APAC)
%
AGREE
(S.Am)
feedback
61% 45% 52% 62%
Employee engagement is an important
issue for my company
52% 44% 48% 69%
My company leverages my feedback to
consider improvements that can be
made
52% 37% 55% 53%
development
48% 36% 42% 53%
50% 30% 45% 50%
My company recognizes or rewards me
on feedback that improves processes or
business outcomes
44% 30% 51% 47%
My company provides me with career
choices should I decide to pursue other
options
34% 22% 32% 43%
DATA REPRESENTED:

Impact of Mobility(By Age)
TSC - F
FT
Mobile Solutions Have Made Me… 35 or Younger 55 or Older
More Productive 70% 71%
More Efficient 74% 77%
More Independent or Self-Reliant 74% 80%
A Better Engineer 54% 50%
A Safer Worker 42% 35%
DATA REPRESENTED:

Impact of Mobility(By Age)
TSC - F
FT
Mobile Solutions Have Made
Me…
N.Am Euro APAC S.Am
More Productive 81% 64% 70% 96%
More Efficient 84% 72% 73% 100%
More Independent or Self-Reliant 79% 70% 69% 88%
A Better Engineer 60% 49% 65% 73%
A Safer Worker 39% 40% 62% 84%
DATA REPRESENTED:

Field Service Technology –
What to do When Stuck
TSC - F
FT
What is your preferred medium to seek help
(when you run into an issue on a customer
site)
Call into technical support 43% 56%
Phone a colleague 33% 21%
Text 13% 5%
None 8% 5%
DATA REPRESENTED:
Engineers

Field Service Technology –
What to do When Stuck
TSC - F
FT
What is your preferred medium
to seek help (when you run into
an issue on a customer site)
N.Am Euro APAC S.Am
Call into technical support 42% 57% 32% 69%
Phone a colleague 33% 26% 29% 10%
Text 9% 5% 22% 17%
None 6% 6% 13% 0%
DATA REPRESENTED:
Engineers

Technician Effort Score (by Age)
TSC - F
FT
My Company Makes it EASY for Me……….
%
AGREE (35 or
less)
%
AGREE (55
plus)
To seek help if I am stuck 72% 70%
To find the necessary information or
documentation to resolve service inquiries
70% 69%
To return used or replaced parts 68% 69%
To complete the forms tied to a service
ticket/work order
70% 60%
To know what parts are needed for service visits 63% 61%
To record net new opportunities for the
customer
66% 58%
DATA REPRESENTED:

Technician Effort Score (by Age)
TSC - F
FT
My Company Makes it EASY for
Me……….
%
AGREE
(N.Am)
%
AGREE
(Euro)
%
AGREE
(APAC)
%
AGREE
(S.Am)
To seek help if I am stuck 67% 70% 77% 77%
To find the necessary
information or documentation to
resolve service inquiries
69% 67% 74% 83%
To return used or replaced parts 68% 72% 65% 79%
To complete the forms tied to a
service ticket/work order
69% 67% 65% 80%
To know what parts are needed
for service visits
61% 65% 68% 76%
To record net new opportunities
for the customer
62% 63% 70% 70%
DATA REPRESENTED:

TSC
FS
March
- Mar 14 – Findings Call: Field Technician
Feedback
- Mar 21 – IdeaShare: Self-Service Portals
- Mar 29 – What is the BlockChain?
M
April
- Apr 24 – Findings Call: Proactive Service and
Support
- Apr 26 – Webcast: Growing Service Revenue in
2018
A
What's Next –
Upcoming Events
TSC - F
FT

@tservicecouncilwww.servicecouncil.com | Boston, MA|
TSC Contact:
Sumair Dutta
Chief Customer Officer
508-904-8645
sd@servicecouncil.com

Field Service Technician Feedback - 2018 Results

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