8CIOReview | | AUGUST 2022IN MY OPINIONThe Technology Evolution: Maximizing field services' productivity and customer serviceThe building management industry is undergoing a technology evolution that is empowering the work of field service technicians. As part of this technology evolution, buildings are now equipped with advanced systems and equipment that produces more data than ever before, creating a greater need for highly trained field service technicians who can glean insights from that data. Often times, there is an underlying concern that technology will render the human workforce obsolete; in this unique case, advancing technology is complementing and amplifying the work of the field service technician, making them more productive. And with an aging workforce that will be retiring in the next 5-10 years, giving field service technicians the tools to maximize productivity and customer service is critical as the workforce becomes smaller and less experienced.Interpreting data for proactive maintenanceBuilding systems, equipment, and technology are more intelligent and complex. Advances in technology that make sensors better and less expensive allow more data to be gathered from the building itself. In addition, integrations are bridging the gap between traditional information technology (IT) and operational technology (OT) systems. These advancements have created an explosion of data that provide insight into holistic building operations and the impact the building has on the enterprise. This data boom, combined with machine learning and artificial intelligence (AI) capabilities, means that the current workforce needs to adapt to a new way of working ­ by interpreting this information and acting on it. And it has implications for the pipeline of talent that we need to bring into the field service industry and the types of skills and capabilities they will need to develop.When this data is effectively interpreted and leveraged, field service technicians are empowered to predict and prevent failures before they happen through proactive maintenance. By analyzing the information provided, such as energy usage, equipment performance, and occupancy trends, technicians can identify potential equipment issues. Today, a skilled technician with years of experience must go on-site and physically inspect HVAC equipment ­ for example, a chiller ­ to try to head off potential issues that might cause downtime. When an aging chiller does break down, building managers must scramble to come up with the funds for emergency repairs while their occupants overheat or worse, in the case of manufacturing processes or medical procedures that require tightly controlled temperatures. With new advances in field service technology, technicians can review the chiller's operational data remotely, and leverage the power of machine learning and AI to predict when it will need repairs. Effectively leveraging this technology can be the difference between planned, corrective downtime, and expensive, unplanned emergency repairs. As the HOW RECENT TECHNOLOGY DEVELOPMENTS AND TRANSFORMATIONS IN THE FIELD SERVICE SPACE IMPACT YOUR BUSINESS ENVIRONMENTBy Juliet Pagliaro Herman, Director of Service Marketing and Product Management, Johnson Controls
< Page 7 | Page 9 >