As manufacturers grapple with the challenges of digital transformation, one area that often gets overlooked is the role of service technicians. These frontline workers are critical to keeping customers’ equipment up and running, but they face a host of challenges that can hinder their efficiency and effectiveness. Gerrit Stuchtey, Customer Experience Director of Arvato Systems in North America, recently shared his insights on this topic on the Advanced Manufacturing Now podcast.
Stuchtey highlighted the key issues that service technicians face in the field, from time management and meeting tight schedules to the increasing demands for documentation and reporting. “Time frames have not, in general, increased over the past few years,” he noted. “Usually, everybody’s trying to narrow you down to your on-site repair.”
At the same time, technicians are expected to capture more data than ever before, from photos of the equipment to detailed findings and invoicing. Balancing these administrative tasks with the hands-on work of repairs can be a major challenge.
Digital transformation is helping to streamline some of these processes, with mobile technologies like QR codes enabling faster tracking and quality control. But it also introduces new complexities, as technicians need to develop IT skills alongside their mechanical expertise.
One solution that Arvato Systems has developed is an AI-powered voice assistant called Emma. “Emma is an AI voice assistant,” Stuchtey explained. “And you can now call Emma. And you can call Emma at the touch of one button and simply tell Emma what you did.”
Emma guides technicians through the repair process, capturing details and ensuring that reports are complete and accurate – all hands-free. This frees up technicians to focus on the task at hand, without sacrificing documentation or safety.
Looking further into the future, Stuchtey envisions a world where AI-assisted video guides enable remote repairs, and specialized robots are deployed to handle on-site maintenance.
I think in probably the next two to three years, AI-assisted video guides are actually usable, and it’s kind of the advanced, I would call that like an advanced repair manual.
As for robots, Stuchtey sees them becoming more prevalent in the next 10 to 20 years, potentially on a universal rental model that allows manufacturers to scale up and down as needed.
For manufacturers navigating this complex landscape of digital technologies, Arvato Systems aims to be a trusted advisor. “Nowadays that has kind of shifted a bit to becoming more of a digitalization advisor,” Stuchtey said of his company’s role. “Because you have today a big, pretty big zoo of technology you can use. You still need to integrate it.”
By taking a holistic approach to manufacturing digitalization – what Arvato Systems calls their “industry wheel” – the company helps clients identify the right technologies for their needs and integrate them seamlessly into their operations.
As the manufacturing industry continues to evolve, the role of service technicians is changing rapidly. But with the right tools and support, these frontline workers can remain the backbone of customer satisfaction and loyalty. Companies like Arvato Systems are leading the way in empowering technicians to thrive in the age of AI and digital transformation.
