Who they are & What they do
Service technicians work in the workshop, with a big or small team. They service (repair and maintenance) of the dealer's customers products. This includes the preparation of warranty claims, spare part purchase and sometimes product installment for customers. Some service staff also do demos for customers and technical sales.
Where they work
Service technicians work in a workshop environment, both indoors and outdoors. They rarely wear gloves/glasses. They use stationary computers of laptops, as well as phones/tablets for task management. Installation and sometimes repairs are done at the customer's place..
What they need
They need reliable products, easily accessible product information (workshop manuals, service bulletins, IPLs) and good customer relationships.
What they value
Service technicians want to feel credible and proud of their work. They appreciate fast and accurate support when needed, and they want to find accurate product info without hassle. They want easy access to digital as well as physical tools that need to be fast and reliable in order to save time.