View the full 2008 Technical Services Practices Survey - PMMI

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EXECUTIVE SUMMARYThe majority of training is obtained by internal training (59%)Where Training is Obtained.70%60%59%50%40%30%31%30%20%10%0%3%2%LocalcommunitycollegePMMI'scertifiedtrainerprogramOutsidesourceInternaltrainingOJTMiscellaneousOne-third of responding members have a formal after installation follow-up program. Twenty-threepercent make their formal follow-up program available to their customers. A CRM (CustomerRelationship Management) tool is used to manage the service function by twenty-three percent ofresponding members.A data or knowledge base of past service trips is maintained by eighty-five percent of responding firms.The majority of those firms keep track of past service trips by serial # (79%).The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.8
DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000Demographics1. Average Selling Price of MachineryJob Description160 16 19 12 19 35 58Field Service Technician: Visits customer sites to perform initial start-up, maintenance and repairs of machinery, andmay include training.2. How does your service technician position description differ from the one listed above?• Includes training, operational and maintenance (9)• They do in-house assembly and machining (8)• Provide phone support on technical issues for customers (7)• Our service techs are non-exempt. (2)• Our service technicians are PMMI Certified Trainers.• In addition, creates machine manuals during downtime at home base.• Our people are assembly and testing technicians that occasionally travel for installation and service.• Gather data for engineering.• Installs printers on packaging machinery• System configuration• Includes sales and engineering• We look for some type of experience relevant to the industry; look for A-B controls experience• Also involved in start-up, FAT and training in-house. Provides assistance with assembly and/or electrical, ifnecessary.The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.9
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