The Industrial Talk Podcast Network

Michael Israel with Zuper

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Industrial Talk is chatting with Michael Israel, Head of Field Service Evangelism with Zuber about “Field Service technology and completed staff work”.  The following is a summary of our conversation:
  • Field services and completed staff work with Michael Israel. 1:15
    • Michael Israel discusses field service and Completed Staff Work on Industrial Talk podcast.
    • Michael is a passionate individual Zuper, a company focused on field services technology.
    • Michael is making a difference in the industry by providing skilled technicians and completed service work, as discussed in the conversation.

    • Field service industry with 50+ year veteran. 6:11
      • Michael has 50+ years of experience in the field service industry, including working for IBM and software companies.
      • Field service professionals are present in various aspects of daily life, from installing appliances to repairing medical equipment.
      • Examples of field service professionals include plumbers, electricians, hand sanitizer resuppliers, and more.

      • Streamlining field service management with technology. 10:15
        • Scott MacKenzie asks about Super's technology for managing field services, which have evolved from manual processes to automated software.
        • Michael describes how software now manages inventory balances, dispatching technicians, and updating availability in real-time.
        • Michael explains how the software can analyze data to optimize technician routes and schedules, providing an ideal route for each technician based on their location and the jobs they need to complete.
        • Scott MacKenzie is impressed by the system's ability to take care of service work, including dispatching the right person to fix the refrigerator in the example given, and providing an estimated time of completion.

        • Completed service work in repair and installation industries. 15:45
          • Technician skills, parts, and attitude are crucial for completing service work accurately and efficiently (Skills, Parts, Attitude).
          • Technicians should provide timely updates and information to customers, including estimated arrival times and the technician's name (Timeliness).
          • Michael worked for a boss named Scott MacKenzie at IBM's Seattle regional headquarters, who introduced him to the concept of Completed Staff Work, which emphasizes producing high-quality work that requires minimal review or input from superiors.
          • Michael expanded on this concept and created the idea of Completed Service Work, which applies the same principles of thoroughness and quality to all aspects of work, not just written reports.

          • Completed service work in field service management. 20:41
            • Michael emphasizes the importance of anticipating and proactively addressing customers' needs beyond just completing the assigned task.
            • Completed service work means thinking about what the customer might need in advance and providing additional help or recommendations, leading to stronger customer relationships and increased loyalty.
            • Technician can update system with required inspection information.

            • Providing exceptional field service experiences. 25:06
              • Scott MacKenzie and Speaker 3 discuss the importance of providing complete service work, including cultural training and leadership buy-in, to create customer stickiness and increase bottom line value.
              • Michael shares an example of a recent experience with an HVAC technician who did an adequate job but failed to provide additional advice on how to use the system efficiently, leading Speaker 3 to consider switching to a different company.
              • Michael emphasizes the importance of showing empathy and care towards customers, which can lead to increased customer satisfaction and loyalty.
              • Technicians who exercise this philosophy consistently are more likely to experience pride, value, and a sense of worth in their work, which can lead to reduced turnover and improved job performance.

              • Customer service and loyalty with Michael Israel. 30:50
                • Scott MacKenzie praises field service technicians for their challenging work and dedication, while Michael discusses their upcoming book on the topic.


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                  MICHAEL ISRAEL'S CONTACT INFORMATION:
                  Personal LinkedIn: https://www.linkedin.com/in/michaelisrael1/
                  Company LinkedIn: https://www.linkedin.com/company/zuperco/
                  Company Website: https://www.zuper.co/
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