Exploring the Use of Remote Service Technicians

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March 21, 2023

To shorten the response to downtime incidents, facilities are turning to remote service to provide a more comprehensive capability without the associated travel and overhead costs. By connecting a dedicated technician with a larger team of specialists, facilities can tackle most tasks without incurring the delay and expense of bringing in an off-site resource while avoiding the overhead and training expense of having multiple on-site resources.

Advantages of Remote Service

Remote service can be an effective way for technicians to diagnose and solve issues without having to be physically present on-site. Remote service can also be cost-effective for companies with multiple plants or facilities spread across different locations. In addition, it can reduce the need for travel, which can help companies reduce their carbon footprint and lower their costs.

Another advantage of remote service is that it can allow companies to access a higher level of expertise than they would have if they were limited to the technicians in their area. Remote service providers can specialize in specific areas of maintenance, such as robotics or automation, and provide more in-depth knowledge and experience. This can result in faster and more efficient problem resolution, increasing productivity and reducing costs.

Limitations of Remote Service

However, remote service does have its limitations. Remote service may not be sufficient when a physical inspection or hands-on repairs are necessary. In such cases, on-site technicians may still be necessary. Finding the right balance between on-site and remote service for each situation is important. To ensure the best outcome, it's important to choose a remote service provider that has experience working with the equipment or machinery in question, as well as experience working with other companies in the same industry. Remote service technicians can provide a cost-effective and efficient solution for plant maintenance. While it's not a one-size-fits-all solution, remote service can be valuable to a maintenance strategy when used appropriately.

This article was originally published in Automation World.