In Their Own Words
“I am the eye in the sky for our service department. I am overlooking the entire field service team, inventory, cross-team coordination, and scheduling of installations, repairs, and preventative maintenance. My job to is to make sure all these elements are managed efficiently and effectively to give the high-quality care our customers expect.”
Daily Challenges Include
How I'm Measured
Customer Service Level Agreement
Customer Satisfaction Survey Results
Mean Time to Repair
What I Need To Succeed
Communication with techs and engineers in the field.
Visibility into job status through a central view of jobs scheduled, active calls, travel, & completed jobs.
Customer Survey Feedback to let me know how well our techs are performing and if our customers are satisfied with their service.
Alerts to Service Level Agreement compliance thresholds
360-degree view of customer work order history, assets, and Service Agreements to help me ensure that techs are well informed and proactive in customer interactions.
Stay up to date on current work and unexpected changes while staying in communication with field technicians to reduce schedule conflicts. Open lines of communication and remote assistance enhances overall quality of work.
Real time job status updates enable service managers to handle potential scheduling conflicts before they occur, ensuring SLA compliance. Capture more completed work orders in a day as work is completed earlier than expected.
Dive into key performance metrics captured from every work order and customer survey to strengthen your workforce, increasing service quality.