Navigating the Roadblocks to Effective Field Support in Industrial Manufacturing

Did you know that human error accounts for roughly 23% of downtime in the manufacturing industry? As equipment becomes more advanced, ensuring seamless maintenance and repairs is more challenging than ever. In-field technicians play a crucial role in keeping operations running smoothly, but many manufacturers face significant roadblocks in equipping them for success.

In this blog, we’ll explore the four biggest challenges manufacturers face, and what actionable strategies can be used to alleviate them.

The Challenges

1. Challenge #1: Increasing Product Complexity. Technological advancements such as automation, robotics, and the Internet of Things (IoT) have transformed modern industrial systems, making them more efficient—but also more difficult—to service and maintain.

   Many in-field technicians lack the necessary training to handle the sophisticated digital systems embedded in modern industrial equipment. As noted by a McKinsey report, the growing use of artificial intelligence (AI) and IoT devices has created a need for specialized technical skills that are in short supply. These skill gaps are difficult for manufacturers to bridge, especially in regions where qualified technicians are scarce. As a result, even routine maintenance can lead to extended downtime when technicians struggle to troubleshoot complex issues.

2. Challenge #2: Insufficient Training and Continuous Education. Training in-field technicians is another significant challenge for industrial manufacturers. Effective product support requires that technicians have a deep understanding of both the equipment and the environment in which it operates. But keeping technicians  up-to-date with the latest innovations and troubleshooting procedures is increasingly difficult, particularly for global companies.

   According to a Deloitte report on manufacturing, many manufacturers still rely on traditional, classroom-based training methods, which are often insufficient for keeping up with fast-paced advancements in technology. It can be challenging for manufacturers to provide consistent, widespread training, leaving technicians without the hands-on experience needed to diagnose and fix problems. This leads to misdiagnoses and increased downtime.

3. Challenge #3: Logistical Barriers to Timely Support. Industrial equipment is often installed in remote or hard-to-reach locations, such as offshore oil rigs, rural wind farms, or isolated mining operations. These environments can pose significant challenges in terms of providing physical access to parts and technical support personnel.

   In such cases, even simple repairs may take days or weeks to complete due to shipping delays or the lack of personnel with the appropriate skills. This is further complicated by the global nature of modern supply chains. As noted by the World Economic Forum, disruptions in global logistics—such as those caused by the COVID-19 pandemic—have significantly affected manufacturers’ ability to support their products in the field, leading to increased delays and costs.

4. Challenge #4: Communication and Data Sharing Challenges. While effective communication between in-field technicians and manufacturing support teams is critical for diagnosing and resolving complex issues, data-sharing is often disjointed in practice. 

   Many industrial manufacturers have yet to fully implement digital platforms that allow for real-time collaboration between in-field technicians and operators or support teams. This lack of digital integration often forces technicians to rely on outdated or inefficient communication methods, such as phone calls or emails, to report issues and receive guidance. Without effective digital tools, technicians may lack the contextual information required to make informed decisions, further delaying repairs.

Strategies for Improvement

Overcoming these challenges requires strategic investments in technology, training, and process improvements. Here’s how manufacturers can enhance field support:

• Implement Digital Collaboration Tools. Adopting cloud-based data-sharing platforms can improve the speed and accuracy of diagnostics by enabling technicians to collaborate more effectively with remote support teams. Tools like InteractiveSchematics provide:

  • Real-time access to machine schematics, parts lists, and repair documentation.

  • Integrated data-sharing between technicians and support teams.

  • Faster identification of parts and troubleshooting processes.
    

• Invest in On-Demand Training Programs. Manufacturers should also prioritize continuous education through digital learning platforms that:

  • Offer on-demand learning modules and simulations.

  • Allow technicians to update their skills anytime, anywhere.

  • Include assessments to ensure knowledge retention.

• Strengthen Supply Chain and Logistics Planning. Develop contingency plans to mitigate supply chain disruptions. This might include:

  • Pre-positioning spare parts in high-demand regions.

  • Partnering with local service providers to expand your reach.

Take the Next Step

Are you ready to transform your field support operations? Discover how InteractiveSchematics can revolutionize your troubleshooting and repair processes. Schedule a demo today and see the platform in action!