Brandon Simon

As technology rapidly evolves, field service organizations must ensure their technicians are equipped with the skills and knowledge to effectively utilize digital tools and solutions. This session explores strategies for training and upskilling technicians to stay ahead of technological advancements and successfully deploy new solutions.

Craig will discuss how to:

• Identifying Training Needs: Assessing the current skill levels of technicians and identifying specific training requirements to support digital transformation.
• Develop Comprehensive Training Programs that address both technical and soft skills, including digital literacy, problem-solving, and customer service.
• Leverage Technology for Training: Utilizing digital tools and platforms to deliver effective and engaging training, such as online courses, simulations, and virtual reality.
• Build a Continuous Learning Culture: Fostering a culture of continuous learning and development to encourage technicians to stay up-to-date with the latest technologies and industry trends.

TABLE 1 – Mastering the Rule of Threes: How It Can Help You Solve Almost Any Service Challenge – Moderated by Brendan O'Malley, Field Service Engineering, Customer Sustainment and Support, Northrop Grumman Autonomous Systems

TABLE 2 – Monetizing Data as a Product: How to Communicate the Value to Customers Who Think It Should Be Free – Moderated by Brandon Simon, Director of Aftermarket Sales & Field Support, Crown Equipment, and

Collin Rush, Director, InfoLink Customer Support, Crown Equipment

TABLE 3 - Shift Left: Increasing the Efficiency and Speed to Resolution Using Self-Service Best Practices

TABLE 4 - Learning from Failure: Building Resilience in Field Service Management

TABLE 5 - Global Service Standardization: Ensuring Consistency Across Borders