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  • Writer's picturewilliam demuth

Remote Diagnostics: Enhancing Diagnosis of Complex and Specialized Equipment by Companies

Updated: Jun 29, 2023

Revolutionizing Remote Diagnostics: Empowering Field Service Organizations to Tackle Complex Equipment

In the realm of field service, remote diagnostics refers to the process of identifying issues with machines and devices from a distance. This is facilitated by software or embedded sensors integrated into the equipment. Nowadays, remote diagnostics has reached unprecedented levels of implementation in field service organizations, even for the most intricate and specialized equipment.

Harnessing Internet-of-Things (IoT) Technology

Numerous technological advancements in recent years have centered around connecting people through machines. One of the latest breakthroughs in field service technology is remote assistance, which continues to refine this trend.

However, the most innovative developments unfolding in the manufacturing industry involve machines communicating with one another. This communication is often facilitated by IoT sensors that transmit data over the internet from deployed equipment to a central hub, such as a remote database located anywhere in the world.

The applications of IoT technology in manufacturing are virtually limitless. Its usefulness for remote diagnostics, even on the most intricate equipment, is undeniable. For instance, German manufacturer Bosch managed to reduce error rates among its engineers and increase productivity by up to 24% using the right infrastructure and sensors. With these tools in place, field service teams can swiftly pinpoint and diagnose problems, minimizing customer downtime.

Field Service Management (FSM) Software

The scalability of remote diagnostics capabilities hinges on their accessibility to every member of the team.

FSM software is typically employed to efficiently manage customer needs, integrate business financials, and oversee technicians. However, it can also serve as a platform for managing complex processes, accessible to all members of the organization.

Key software features enable the management and prioritization of remote diagnostics tasks, ensuring that critical issues are addressed promptly. This minimizes the likelihood of customer downtime as their machines are continuously monitored, and tasks are prioritized accordingly.

Diagnostics software can leverage automation and AI-based data analysis to identify problems, even generating reports for technicians. This equips them with precise information about the problem at hand before they arrive on-site. In the case of complex machinery, this saves field service teams countless hours that would have otherwise been spent diagnosing problems, allowing them to focus on fixing them instead.

Connected Technicians

Field service technicians are more connected than ever before, as we've highlighted in previous articles. This connectivity empowers them to engage in remote diagnostics while in the field or even when they are away from the worksite.

As mentioned in a previous article from the Field Service conference series, "Technicians can now adopt a procedural approach to repairs, reducing the time required for each repair by diagnosing identified malfunctions. This approach requires a different skill set, leading to the creation of new roles."

Technicians also utilize wearable technologies to receive assistance while in the field and expedite problem diagnosis on complex equipment. Supply Chain highlights that wearables have the potential to significantly enhance efficiency. If technicians can diagnose and resolve issues faster without additional experts, it would result in both cost savings and improved customer experiences.

Empowering Customer Self-Service

Similarly, remote diagnostics empowers a new generation of customers to take charge through self-service. Dispatching a technician to the worksite can be costly and time-consuming, and customers have shown a preference for addressing problems on their own, whenever feasible.

By utilizing a remote diagnostic solution, field service organizations can lend their analytical capabilities to customers. They can remotely analyze equipment issues and transmit their findings to the customer. If self-service is a viable option, the organization can then provide instructions to the customer on how to resolve the issue.

The Future of Remote Diagnostics is Now

As devices become increasingly complex, the tools and solutions available to maintain them are also growing in sophistication. Through a combination of streamlined processes, automation, and technology, field service

Metrofuser Reverse Logistics At A Glance

Metrofuser Reverse Logistics is a returns management and remanufacturing solutions company that helps OEMs, distributors, and retailers reduce costs, protect brands, improve customer experience, and access critical data from returned products. With a unique position as the sole vertically integrated solutions company in the Northeast corridor (Washington DC - Boston), Metrofuser Reverse Logistics provides comprehensive services including receiving and processing of returns, remanufacturing, technical support, recycling, core management, and recommerce services. Metrofuser Reverse Logistics has been named to Inc. Magazine’s fastest-growing companies five consecutive years.

Contact: Will DeMuth 908-245-2100 Ext 107 Connect On LinkedIn


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