View the full 2008 Technical Services Practices Survey - PMMI

EXECUTIVE SUMMARYJob DescriptionField Service Technician: Visits customer sites to perform initial start-up, maintenance and repairs ofmachinery, may include training, in-house assembly, machining, and phonesupport on technical issues.Service Delivery & UtilizationDown three percent from the 2005 study, thirty-seven percent of respondents use both dedicated servicetechnicians and assembly technicians, with a breakdown of 63% and 48%, respectively. Larger firms aremore likely to have both dedicated service technicians and assembly technicians than smallercompanies. Forty-four percent of the technicians are regional based. In a 40 hour week, approximately35 hours are “billable” to a customer. When service technicians are not “billable”, they are usually onloan to other departments (38%).24/7 support is provided by fifty-two percent of firms, down five percent over 2005. The various levels ofsupport are; phone support (67%), minimum time to get technicians on site (43%), remote diagnostics(32%), next day dispatch (26%), dispatch within 12 hours (19%), and same-day dispatch (18%).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.2