In 2019, as customer experience (CX) becomes the key success factor for many field service organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical.
Talent: How can we find it, hire it, and then keep it onboard? This was of paramount concern to the majority of the field service leaders I talked with in 2018, and they’re not alone. Skills shortages are hitting manufacturing and service industries hard throughout Europe and the U.S. In 2018, 6.7 million jobs remained unfilled in the U.S. In the U.K., 71 percent of service sector firms reported difficulties hiring staff.
It’s time to redefine the field service role in 2019. These labor shortages mean FSOs will need to majorly overhaul many of their core recruitment and hiring practices in the year ahead. As they compete to attract a younger demographic into the industry, they will need to get creative in regard to: