How Companies Are Conducting Remote Diagnostics on Complex and Specialized Equipment
In the field service industry, remote diagnostics is the process of diagnosing problems with machines and devices from a distance. This is often made possible through software or embedded sensors on machines. Increasingly, this is made possible through remote monitoring and Internet-of-Things (IoT) devices, which can broadcast status updates to the manufacturer through the internet.
In the past, remote diagnostics was easier to conduct on simple machines. Some of the first products to incorporate remote diagnostics were consumer-facing products like cars, printers, and home computers. Now, field service organizations are incorporating remote diagnostics into their operations at unprecedented levels, and even with some of the most complex equipment in the world.
Here's how they're making it happen.
Internet-of-Things Technology
Many of the digital advancements in the past several years have been related to connecting people through machines. Some of the latest field service technologies, such as remote assistance technology, are still refining this trend.
But the most innovative developments currently rolling out in the manufacturing industry are machines that speak to each other. Often, they do this through IoT sensors that transmit data over the internet from a deployed piece of equipment to a central hub, such as a database, that could be anywhere else in the world.
There are almost limitless applications for IoT technology in manufacturing. However, there is no doubt that it can be useful for remote diagnostics, even on the most complex equipment.
For Example, according to The Atlantic, German manufacturer Bosch was able to reduce error rates among its engineers and boost productivity by up to 24%. With the right infrastructure and sensors in place, field service teams can pinpoint and diagnose problems faster, ensuring there is minimal downtime for the customer.
Field Service Management (FSM) Software
Of course, remote diagnostics capabilities aren't scalable if they aren't accessible to everyone on the team.
FSM software is generally used to manage customer needs efficiently, integrate business financials, and manage technicians. However, it can also be used to manage complex processes via an interface that's usable to everyone in the organization.
Key software can be used to manage and prioritize remote diagnostics tasks so that major problems can be addressed first. This ensures that there is a lower chance of downtime for the customer, as their machines are constantly being monitored and every task is prioritized accordingly.
Diagnostics software can also use automation to identify problems based on AI-based data analysis. It can even generate reports for technicians, so they know exactly what problem to fix when they arrive on-site. This is essential when working on complex machinery, as it can save field service teams countless hours on-site.
Instead of spending that time diagnosing problems, technicians can spend that time fixing them.
Connected Technicians
As we've noted in previous articles, field service technicians are more connected than ever. This is empowering them to engage in remote diagnostics while in the field or even away from the worksite.
According to a previous article published by the Field Service conference series, "Technicians can now adopt a procedural approach to repairs, as opposed to diagnosing unidentified malfunctions, to significantly reduce the time required for each repair. While this approach is calling for a different skill set than many existing technicians, it will also result in new roles being created."
Technicians are also using wearable technologies to obtain assistance while in the field and diagnose problems on complex equipment faster. According to Supply Chain, "The biggest impact wearables could make is in efficiency - if technicians can diagnose and fix problems faster, without bringing in additional experts, both the cost savings and improved customer experiences could be monumental."
Customer Self-Service
Likewise, remote diagnostics can empower a new generation of customers to engage in self-service. Sending a technician to the worksite can be costly and time-consuming, and customers have already shown an affinity for tackling problems on their own, where possible.
Using a remote diagnostic solution, the field service organization can lend its analytical capabilities to the customer. Then can analyze a problem with a piece of equipment from afar, then send their findings to the customer. If self-service is a feasible option, all they'll need to do then is provide the customer with instructions on how to resolve the issue.
The Future of Remote Diagnostics is Here
Devices are only growing more complex. But the tools and solutions available to maintain them are also increasing in sophistication. Using a combination of process, automation, and technology, field service organizations can use remote diagnostics to reduce costs and significantly improve the customer experience.
To learn more about how remote diagnostics is changing the field service industry, don't miss the next Field Service conference. It's taking place from November 16th to 18th at the JW Marriott in Palm Springs, California.
Download the Agenda today.