Strategies for Addressing the Field Service Labor Crunch

The field service industry is currently grappling with major challenges related to workforce retention and development. However, the biggest challenge is a significant lack of novice field service technicians.

There is some hope that this will change. According to a report by Higher Ed Drive, 9 in 10 Gen Z graduates said learning a skilled trade can be a better route to economic security than college, and 55% are now considering a career in the trades. Nonetheless, this issue has become increasingly pressing as companies strive to maintain a skilled and motivated workforce in the face of evolving service demands and technological advancements.

Here, we’ll explore how field service organizations can upskill new employees faster, recruit new talent, and retain more employees during the labor crunch.

Keeping New Field Service Hires Engaged

The adoption of new technologies and the implementation of innovative training strategies will be crucial in overcoming these workforce challenges. By leveraging advanced tools, organizations can better equip their employees to meet the demands of the modern service landscape and keep new hires engaged.

Mapping, Tracking, and Monitoring Tools

Empowering new technicians with the latest technologies is an excellent way to keep them engaged and help them learn valuable applications.

For example, the 2024 Field Service Insights report "Mobile Technology and the Field Service Workforce” highlights the growing demand for advanced Geographic Information System (GIS) mapping tools and mobile diagnostic applications that interface directly with operational systems. These technologies not only facilitate precise location tracking and mapping but also ensure efficient diagnosis and troubleshooting of issues in the field, making them invaluable for new technicians learning to navigate their roles.

Real-time tracking and monitoring capabilities, notably through Internet of Things (IoT) devices and advanced GPS tracking software, are also being integrated into onboarding programs. This allows new hires to gain immediate insights into asset performance, vehicle health, and environmental conditions, accelerating their learning curve and boosting confidence in the field.

Cloud-Based Service Management Platforms

Cloud-based service management platforms play a crucial role in engaging new hires by providing seamless access to training materials, knowledge bases, and collaboration tools. These platforms enable newcomers to easily navigate through various resources and connect with experienced technicians.

This fosters a sense of community and support from day one, as new employees can engage in real-time communication with mentors and peers, share insights, and receive instant feedback on their progress.

Furthermore, these platforms often include features like video tutorials, interactive modules, and forums where new hires can discuss challenges and solutions with others in the field.

For younger hires who are typically more familiar with mobile applications, cloud solutions offer an engaging onboarding experience that aligns with their expectations for digital interaction. These platforms leverage the familiarity of app-based interfaces to deliver training content in a format that is both accessible and appealing.

AI and Machine Learning Technologies

The 2024 Field Service Emerging Technologies Report by Field Service Insights reveals that 70% of companies are already investing in AI and machine learning technologies. For new hires, this translates to intelligent assistance systems that can guide them through complex procedures, offer real-time recommendations, and provide adaptive learning experiences tailored to their progress.

Artificial intelligence capabilities will be key to engaging younger hires moving forward. According to a report by Inc., a recent study by an online tech upskilling company found that 73% of Gen Z professionals are already integrating generative AI into their daily tasks. Another study found that 93% of Gen Z respondents regularly use generative AI.

By integrating these technologies and strategies into their onboarding strategies, field service organizations will not only engage new hires more effectively but also prepare them for the future of the industry. This tech-forward approach aligns with the expectations of the incoming workforce, positioning field service as an innovative and dynamic career choice.

"Younger adults, unlike previous generations, are seeking flexible work arrangements and diverse career opportunities. They aren’t content with doing the same job for 35 years; instead, they want growth and innovation. They are a part of the technology generation, so they thrive on change and quickly adjust to new technologies. This generation seeks more and can accomplish more because they are accustomed to constant transformation."

Implementing Exciting Training and Upskilling Programs

Both recruits and existing technicians will need to keep pace with evolving field service requirements by learning new skills. They can’t do this on their own, so it’s up to the organization to employ innovative training and upskilling programs that empower them to navigate complex technologies.

Here's an overview of cutting-edge training approaches that field service leaders can implement:

• Virtual Reality (VR) and Augmented Reality (AR) Simulations: Immersive training environments are designed to replicate real-world scenarios, allowing technicians to practice complex repairs without risking actual equipment. These simulations enhance spatial awareness and improve the retention of technical procedures, providing a safe yet effective learning experience.
• Microlearning Modules:Bite-sized, focused learning units are delivered via mobile devices, enabling technicians to engage in on-the-go training and just-in-time learning while in the field. This method leverages the widespread adoption of mobile technologies within the field service industry, ensuring that learning is accessible and efficient.
• AI-Powered Adaptive Learning Systems:Personalized training paths are crafted based on each technician's performance, allowing for a tailored learning experience that meets individual needs. By utilizing machine learning, these systems can pinpoint knowledge gaps and modify content to address them effectively. This approach aligns with the trend of 70% of companies investing in AI and ML technologies.
• Peer-to-Peer Knowledge Sharing Platforms: These platforms facilitate collaboration and knowledge transfer between experienced and new technicians, fostering a culture of continuous learning and improvement. By integrating with cloud-based service management platforms, they ensure easy access to shared resources and information.
• Gamified Training Programs:Gamified training programs incorporate game elements to boost engagement and motivation among technicians. By tracking progress through leaderboards and achievement systems, these programs create a competitive yet enjoyable learning environment. They are particularly effective for younger technicians who are familiar with gaming interfaces, making the training process more relatable and engaging.
• Remote Mentoring and Expert Guidance:Field technicians can connect with remote experts to receive real-time assistance, enhancing their ability to address complex issues promptly. By leveraging advanced GIS mapping tools alongside mobile diagnostic applications, technicians gain valuable insights without requiring an on-site presence. This setup facilitates seamless knowledge transfer and support, ensuring that technicians can efficiently resolve challenges as they arise.

These innovative training programs can accelerate field service skill development for both new hires and existing employees. They can also address the challenges field service teams face in their attempts to leverage advanced technologies like AI and IoT.

According to the 2024 Field Service Emerging Technologies Report, field service teams who were struggling to leverage these technologies cited device management complexity (78%) and lack of in-house expertise (67%) as challenges they’ve faced in the process.

By integrating these approaches, field service companies can create a more agile, skilled workforce capable of adapting to rapidly evolving technologies and customer needs.

"Our internal experts are reviewing AI tool recommendations to ensure they can provide improved recommendations and lead to better service protocols because much of that knowledge is currently locked in the minds of our soon-to-retire experts. Recruiting and training new technicians is challenging and time-consuming, so it's critical that you capture the knowledge that your experts get along the way and not just at the beginning of a project."

Leveraging Compelling Recruitment Strategies

As existing workforces begin to retire, there will be steep competition for new hires. Field service organizations must create appealing job opportunities that highlight the technological advancements of their organizations, but also the potential career growth opportunities available in the sector.

Here's an overview of effective approaches to reach and engage younger talent:

• Emphasize Technology and Innovation:Highlight the use of cutting-edge technologies like AI, AR, and mobile diagnostics in job descriptions.
• Leverage Social Media and Other Digital Platforms: Utilize platforms like LinkedIn, Instagram, and TikTok to showcase company culture and day-in-the-life content. Use popular apps, platforms, and job posting sites to get your openings in front of new technicians.
• Offer Flexible Work Arrangements: Promote remote work opportunities enabled by advanced GIS mapping tools and mobile applications. Highlight how cloud-based service management platforms allow for improved work-life balance.
• Emphasize Career Growth and Continuous Learning: Showcase the industry's commitment to emerging technologies and ongoing skill development. Highlight opportunities to work with AI-powered systems and participate in VR/AR training programs.
• Partner with Educational Institutions:Collaborate with vocational schools and community colleges to develop field service-oriented curricula. Offer internships and apprenticeships that provide hands-on experience with advanced diagnostic tools.
• Create Mentorship Programs:Pair recruits with experienced technicians to facilitate knowledge transfer and career guidance. Utilize cloud-based platforms to enable virtual mentoring and collaboration.
• Offer Competitive Compensation Packages: Provide performance-based incentives tied to the use of new technologies and customer satisfaction metrics. Offer unique perks such as technology stipends or advanced training opportunities.

By implementing these strategies, field service organizations can position themselves as attractive employers for the next generation of technicians, ensuring a skilled and motivated workforce for the future.

Futureproofing Your Field Service Workforce

The field service industry stands at a critical juncture, facing labor shortages and technological disruptions that demand innovative solutions. By implementing strategic retention initiatives, leveraging cutting-edge training programs, and adopting advanced technologies, organizations can build a resilient and skilled workforce capable of meeting evolving service demands.

As the industry continues to evolve, those who prioritize employee development, embrace technological advancements, and adapt their recruitment strategies will be best positioned to thrive in the dynamic landscape of field service management.

For more ideas on how to address the field service labor crunch, don’t miss Field Service Palm Springs 2025. It’s happening from April 22^nd to 24^th at the JW Marriot Desert Springs in Palm Springs, CA.

Download the agenda and register for the event today.