One of the essential traits of excellent after-sales service is the availability of engineers because no matter your sector, all equipment needs human intervention from time to time.
But how do you optimise your in-house resources to ensure efficient delivery?
Not having engineers in the right places can cause deployment delays and undermine customer experience.
More so, if a customer wants to schedule engineer visits around a window of opportunity for preferred downtime.
So what’s the solution?
Here’s how a field engineering service partner can help.
Get availability in the locations you need
Perhaps you have customers in far-flung locations. In this case, you’ll need to determine whether you have enough engineers to cover them.
Moreover, given the travel time involved, whether dispatching in-house resources is the best use of their time.
Scalability is one of the main advantages of joining forces with an outsourced field engineering service partner.
You can supplement your team with OEM-trained engineers drawn from your partners’ large pool of resources where and when you need them.
Break down language and cultural barriers by deploying local engineers
Because after-sales service is customer-focused, communication is critical to problem-solving and driving customer satisfaction.
When you work with a field engineering service partner with a European base, you get access to a large pool of local field engineers whose language and cultural compatibility enable them to complete jobs efficiently and effectively.
Be able to adjust to unplanned or fluctuating workloads
Flexibility is another advantage of joining forces with an outsourced field engineering service partner.
Because, when needed, you can draw on your partner’s specialist mobile resource pool to meet unexpected or seasonal demand peaks.
Allow customers to plan around unscheduled downtime
Downtime is costly, especially if an OEM’s equipment is mission critical. For this reason, after-sales support operations often need to support customers during or after office hours.
Unlike a manufacturing operation, a field engineering service partner can provide services when OEMs’ customers need them.
In addition to giving you access to a large pool of strategically located engineers, a field engineering service partner gives you flexible engineering your customers need.
Reduce costs associated with travel
A point often overlooked is when you work with a field engineering service partner, you can reduce the travel and accommodation costs associated with your customers’ maintenance and service jobs.
To sum up
Delivering exceptional customer experience relies on your engineers being able to quickly and efficiently reach your customers.
Working with a field engineering service partner increases OEM’s availability of engineers and reduces the time and cost of getting a field engineer to a customer’s site.
In particular, a field engineering service partner expands your geographical reach by:
- Giving you coverage in the locations you need
- Breaking down language and cultural barriers by giving you access to local engineers
- Lets you adjust your capability to unplanned or fluctuating workloads
- Allows your customers to plan around unscheduled downtime
- Reduces costs associated with travel
In the long run, increasing availability with a field engineering service partner’s OEM-trained mobile engineers greatly outweigh the time and cost savings OEMs might experience by trying to manage the entire after-sales service operations themselves.
Do you agree? I’d love to know your thoughts.
This blog is relevant to the following Veritek industry sector verticals:
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