The field service industry is currently experiencing a major labor shortage. A survey of nearly 40,000 employers revealed that skilled trade positions are the most challenging to fill. Additionally, another study found that over 50% of field service technicians do not see themselves in their current roles long-term, while nearly 70% of service organizations expect to face labor shortages due to upcoming retirements.

These job shortages pose serious challenges. For businesses reliant on field technicians for customer service, such shortages can have detrimental effects. Inability to schedule timely appointments or ensure that services are delivered to a satisfactory quality can alienate both customers and stakeholders. While there isn't a one-size-fits-all solution to this widespread issue, modernizing your field service training can significantly help bridge the gaps.

The Nuances of an Ongoing Field Service Labor Shortage

Like many industries, the field service landscape is grappling with a labor shortage that has developed over several years. There are fewer workers entering skilled trades than ever, leading to significant consequences across the board. As highlighted in a 2023 New Yorker article on “The Great Electrician Shortage”:

Job openings in the construction industry averaged three hundred and ninety thousand a month in 2022, exacerbated by the fact that approximately a quarter of existing workers are over fifty-five.

Various factors contribute to this shortage. The New Yorker cites the stigma attached to not obtaining a college degree and the traditional male stereotype associated with skilled labor as contributing elements. However, the challenges extend deeper, including a decline in trade skill training in high schools and the perception that field service jobs lack prestige.

The labor shortage was further aggravated by the COVID-19 pandemic, during which field service technicians faced more challenges than many other workers. Often reliant on in-person interactions but not designated as essential workers, field service techs found themselves replaced by self-service options and shifted to other fields.

Effects of Field Service Workers Retiring

Despite the societal and cultural factors at play, the workforce is aging, increasingly facing retirement, and younger replacements are not available in sufficient numbers or are unwilling to take on the same jobs. For businesses relying on field technicians for core operations, the repercussions can be severe.

Replacing retiring experts inevitably means turning to less experienced workers. This leads to decreased productivity and a greater likelihood of errors, resulting in increased long-term costs and diminished customer satisfaction. Moreover, with fewer individuals available to fill vacancies, businesses spend more on recruiting and retaining professionals to maintain operations.

Managing the Issue of an Aging Workforce

Much of the current labor shortage in field service is attributed to a generational gap. Understanding why this aspect is critical for companies seeking solutions is essential.

Field service relies heavily on knowledge and the ability to perform various tasks. Older professionals have acquired this expertise over years and decades, requiring less training aside from updates on new equipment or processes.

In a thriving industry, this knowledge is traditionally passed down through an apprenticeship model, where younger professionals shadow experienced counterparts, learning on the job. However, when the workforce skews older, this natural transfer of training is disrupted. The retirement of seasoned professionals leaves a gap that cannot be easily filled.

It’s important to note that an aging workforce is not unique to field service. According to the Pew Research Center, the median age of workers is rising across most sectors. While this trend may delay retirements, it will also lead to a greater number of retirements in the future, exacerbating the existing shortage with potentially serious consequences.

Strategies used in other industries to attract younger workers, such as offering flexible schedules and remote working opportunities, are often ineffective in this context. Instead, viable solutions must directly address the challenges of attracting younger field technicians, who are less likely to have specialized training in this area. A modern training approach can make a significant difference.

The Impact of Modernizing Your Field Service Labor Training

The ongoing talent shortage underscores the importance of attracting professionals interested in your field and organization. This involves creating a positive employee experience, making your organization an appealing workplace, and providing learning and development opportunities that resonate with today’s workforce.

Several strategies can enhance the employee experience, including integrating it with customer experience. Beyond improving the work environment and technology used by your workers, the focus must also be on training.

A recent article about the future of field service management emphasizes training as a key method for attracting new, younger professionals to the industry and your organization. While you may offer learning exercises, team-building events, and synchronous training courses, modernizing the training approach is crucial.

Making Adaptations to Training Programs

Consider the benefits of microlearning. Research indicates that workers learn best in short bursts of three to seven minutes. Breaking training into brief segments improves retention. Focus on specific skills and procedures rather than overwhelming new employees with comprehensive processes.

Younger generations also engage with diverse learning channels. As Millennials and Gen Z increasingly dominate the workforce, virtual and augmented reality training methods are becoming more popular. These immersive training techniques can play a vital role in equipping younger, less skilled professionals with the essential skills needed for success.

Leveraging 3D Work Instructions to Modernize Your Training

With the advantages of modern training approaches established, the next question is what these methods might entail. There are numerous opportunities, from augmented and virtual reality methods to learning management systems that offer quick, on-demand modules for key skills.

However, don’t overlook the potential of 3D work instructions as a foundational component of training. The right instructions meet several criteria important to today’s workforce:

• Visual: They facilitate easy learning and retention for newcomers in the field service industry.
• Dynamic: They allow for both comprehensive learning and the quick breakdown of individual components.
• Immersive: They enable trainees to manipulate their view and examine equipment from multiple angles, customizing the training to fit their needs.

Attract Top-End Talent and Improve Retention

These advantages position digital work instructions as a crucial element in creating a training and reference system that attracts top talent to field service. While they cannot solve the talent shortage alone, they contribute significantly to making the field more appealing to newcomers.

Moreover, 3D work instructions can enhance retention among current employees. With more effective and engaging training, field technicians become more competent, confident, and satisfied in their roles, making them more likely to choose your organization over competitors offering similar work.

Incorporate 3D Instructions Into Your Training to Bridge Field Service Labor Gaps

In summary, 3D work instructions hold considerable potential for addressing the talent shortage in field services. Their true impact depends on how they are developed and presented. That’s where Inservio comes in. We can transform outdated paper and video manuals into fully manipulable 3D instructions that can be accessed from nearly any device without the need for specialized equipment. Download the Inservio app to discover how you can convert static instructions into immersive training and reference materials that empower your workforce.