Article | January 5, 2022

The Future Of Field Service Staffing

Source: Field Nation

By John Ragsdale, Distinguished Researcher, VP Technology Ecosystems, TSIA

Future

Leveraging on-site talent platforms to effectively manage the on-demand workforce

Technology field service organizations face challenges with a retiring workforce

Field service technicians are a critical component of hardware service operations. Not only do they provide “break fix” service to keep customer equipment running effectively, but they are also increasingly providing “for fee” services for additional services revenue. And as they are face-to-face with customers in their home or office, they have a tremendous impact on overall customer experience, and how customers view the brand.

Many technology firms are faced with a looming shortage of field service technicians. In North America and EMEA, a significant portion of field service technicians are nearing retirement age.

  • 46% of North American field techs are 50+.
  • 50% of field techs in EMEA are 50+.

As these experienced techs leave the workforce, technology firms are struggling for strategies to replace them.

There are few available candidates with the same level of skills and experience, and the cost of hiring similar skill sets is cost-prohibitive.

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