Field service

Glossary / Field service / Field service

Field service refers to the activities performed by technicians or service personnel at customer locations or in the field. It involves the installation, repair, maintenance, and support of products or equipment that cannot be serviced at a central facility or require on-site attention. Field service is common in various industries such as telecommunications, healthcare, utilities, manufacturing, and HVAC.

Field service management (FSM) encompasses the processes and tools used to optimize and coordinate field service operations. It involves scheduling and
dispatching technicians, managing work orders, tracking inventory and assets, capturing customer information, and providing real-time support and communication.

Field service technicians are responsible for a range of tasks, including installations, repairs, maintenance, inspections, troubleshooting, and support.

Field service operations can be complex and require effective coordination.
Field service management software helps streamline these operations by automating processes, optimizing scheduling, providing real-time visibility into technician locations and job statuses, and facilitating seamless communication between technicians, customers, and back-office teams.

The benefits of efficient field service management include improved customer satisfaction, reduced downtime, faster response times, optimized resource allocation, enhanced productivity, and increased profitability. It enables companies to deliver excellent service, maintain customer relationships, and effectively manage their field service workforce.

Learn more about Field service fleet management solutions from Motive

Frequently Asked Questions

Field service refers to the management of a company’s resources that are deployed outside of their physical location. These resources could be workers, equipment, or inventory. The goal of field service is to ensure that these resources are efficiently managed while they are servicing the customer. Field service can include tasks such as scheduling, dispatching, tracking, and reporting. It is commonly used in industries such as telecommunications, healthcare, and utilities.

Field service is the process of dispatching personnel or resources to a customer’s location in order to perform installation, repair, or maintenance services on-site. Examples of field service include technicians visiting a customer’s home to repair a broken appliance, or a maintenance crew dispatched to a manufacturing plant to perform routine upkeep on machinery. Field service is common in industries such as telecommunications, healthcare, and utilities.

A field service employee is an individual who performs work or provides services outside of a traditional office or workplace setting. They are typically assigned to work directly at customer locations or on-site locations where their services are needed. Field service employees often work in industries such as construction, maintenance, repairs, telecommunications, and healthcare. They are responsible for tasks such as installations, repairs, maintenance, inspections, and customer support, requiring them to travel and perform their duties at various locations.

Field service support refers to the assistance provided to customers or clients by technicians or service representatives outside of a company’s physical location. This assistance can include product installations, repairs, and maintenance. Field service support is essential for ensuring customer satisfaction and maintaining the functionality of products and equipment.