5 Questions Every Field Service Worker Should Ask

Written By: Dave Robbins
  • 3/23/2017

Part 3: Do You Need a Service Parts Management Solution?

Five questions every field service worker should ask 

When you enlist a new system in an organization, it can impact many different people with many different needs. That’s why you wouldn’t expect a VP to make a decision on a Service Parts Management Solution, without checking in with other team members.

In parts one and two of our series on key questions to ask before choosing a system, we looked at questions a VP and service parts planner might ask to help them decide whether a Service Parts Management Solution is right for their organization.

In this final post, we leave the corner offices and cubicles and head outside to look at what questions field service workers should ask.

If you’re out in the field, here are five questions to help you decide:

Question No. 1: Are you facing challenges from not having the right parts available? If you don’t have the right parts for the job, that’s a red flag. A well-oiled Service Parts Management Solution helps ensure you have the parts when you need them.

Question No.  2: Is part availability affecting FTFR? Having a Service Parts Management Solution lets management plan (and even shift) strategies related to the entire service parts supply chain to ensure availability.

Question No. 3: Is part reliability an issue? Like question No. 1, if you don’t have the parts you need? That’s a problem. You need the correct, working parts in the field or at a customer site. Unhappy customers aren’t what you want to see waiting in the reception area when you arrive.

Question No. 4:  Do we need to change routine maintenance? A good Service Parts Management Solution will notify when a part is installed and when it needs replaced. By automating this, you won’t have to rely on a manual process (check boxes, anyone?) or traditional manufacturing-centric supply chain methods.

Question No. 5: Are your locations failing to meet SLAs? This depends. We hope so, but without a big-picture, real-time look at where parts are, if there are excess parts, or if there are parts available, it’s hard to determine your answer.

If you find yourself unable to answer our questions, you and your organization might need a Service Parts Management Solution. Even before the wheels roll, there should be zero uncertainty about the status of where parts are on that next service call you take. 

Read Part One: Five questions every service vice president should ask

Read Part Two: Five questions every service parts planner should ask 

Download the full infographic to see all the questions your organization should ask!

Service Parts Management Checklist


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About the Author

Dave Robbins

A proud former United States Marine, Dave Robbins has 28 years of experience in the Aerospace & Defense and Commercial Aviation industry. He has held strategy, sales, and operations leadership positions at IBM, Servigistics, and PTC, providing consultation on implementing COTS software such as ERP, IoT, supply chain planning, MRO, CRM, and service supply chains solutions. At PTC, he has led development of the company’s service supply chain, High Velocity Maintenance COTS solution, which consists of SPM, IoT, MRO, PLM, AR/VR, and S&PI. He also spearheaded a global deployment of the United States Air Force’s cloud-based enterprise service parts management solution.