Getting all the work done is more and more becoming a juggle in finding both quantity and quality of skilled resources. Forrester, IDC, TSIA, Aberdeen and The Service Council are all in unison about the technician gap. And the gap is growing.
The existing technician workforce is getting older. At the same time, the influx of new resources is not keeping up with retirement pace. A new generation prefers STEM-education and expects digital in their work-life. Though new assets are likely to have a digital twin, a lot of equipment out there pre-dates the digital age and requires legacy knowledge to keep it running for one or two more decades.
<Quote>1 in 2 UK engineering and tech firms are concerned that a shortage of engineers is a business threat – PoliticsHome – Nov 18th, 2019 </Quote>
More vocal customers and focus on customer experience is changing the characteristics of a service job. It’s not enough to only fix the product, you need to “fix” the customer too. Customers want transparency and they want you to be proactive. Above all, they want you to transform from “fixing what breaks to knowing what works”.
In solutioning the technician gap digital technology is both an enabler and driver. The availability of new capabilities is allowing us to rethink how we deliver services and even augment our business model. Having seen a lot of different technologies emerge, the big question is when to jump on the bandwagon. And when you do, don’t try to boil the ocean. As with any product, tool or software, it’s not about buying or owning it, it’s about adoption and using it.
Before you spring into action, do consider the following four questions:
- What is the work of the future?
- Who will do the work? Own resources, (sub) contractors or the customer?
- How do you prepare people for the work they need to do?
- With what tools will you equip those resources?
This paper will provide you with insights and handles to attract, retain and deploy resources in a smart and cost-effective way. Imagine what you can do today to boost your brand value.