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Broken products, missing parts and messy returns can be a major drain on your profitability and strain your customer relationships, but they also represent a unique opportunity. A timely, hassle-free replacement or repair can strengthen customer loyalty, and quick turnarounds of refurbished products can positively impact your bottom line.


Customers who leverage real-time data from IoT connected devices can also collect repair history, identify correct parts for a repair and make predictions of parts needed in the future, allowing them to plan ahead and optimize stocking levels.


Discover how leading companies are using IoT in parts management and discover new tools to achieve your margins and customer retention goals. During this webinar we’ll discuss:


  • The changing landscape of parts management in field service
  • How leading companies digitize parts management for improved operations today
  • How IoT insights will drive parts management optimization for tomorrow


Improve Margins and Customer Retention with IoT in Parts Management

Wednesday, December 13, 2017

10AM PT | 1PM ET

Register Now >




joe-kenny-100.jpgJoe Kenny

VP, Global Customer Transformation

ServiceMax from GE Digital



swetha-tupelly-100.jpgSwetha Tupelly

Product Manager

ServiceMax from GE Digital

Field service is finally getting its due tech makeover with disruptive technologies from the Industrial Internet. Machine learning, Artificial Intelligence, and drones are changing field service today.


Improved management, delivery and monitoring is driving greater productivity, happier customers and increased revenue. While these advances are enabling outcome-based business models, there are still challenges that require thoughtful planning to solve – particularly in regards to skills.


Whether it’s data analytics, augmented reality or remote mentoring in the field, service technicians will need different skills than yesterday’s simple break/fix mentality. Analysts predict that service techs will need to focus more on customer outcomes because increased maintenance efficiency will lead to fewer face to face customer interactions.


Join Mark Homer, VP of Global Customer Transformation, and Coen Jeukens, Director of Global Customer Transformation as they lead a panel discussing how to transform today’s technicians into the new service engineers of the future.


2017 CIO Virtual Event: The Field Service Engineer of the Future
Wednesday, December 6, 2017

10am PT | 1pm ET

Register Now >


mark-homer-100.jpgMark Homer

VP, Global Customer Transformation

ServiceMax from GE Digital



coen-jeukens-100.jpgCoen Jeukens

Director, Global Customer Transformation

ServiceMax from GE Digital

Very often market conditions force you to adapt your business processes, and not being able to digitize the new processes quickly and in a sustainable manner can be costly to your business. Or, your business may expand operations to newer plants or geographies, and these new locations have localized business workflow needs, the consistent execution of which can make or break the success of the operations.


In any of the above situations you will need a quick and sustainable methodology to efficiently roll out unique business workflows to desktop and mobile interfaces of your field service solution. If you can’t do this, you’re no longer competitive. This is where ServiceMax Service Flow Manager (SFM) can provide remarkable results. SFM offers an industry leading solution that is intuitive, flexible and scalable.


Join us Thursday, Nov 16, 2017, 9AM PT | 12PM ET to learn more how ServiceMax SFM provides a powerful, future proof way to either deliver new or tailor existing business workflows, when you want them, on the device that you choose, whether or not you have a data connection.


Register through this link ServiceMax Webinar.


See you there!

Join us for an upcoming product demo webinar to see ServiceMax in action! On average, our customers achieve an average increase in service revenue by 13% and increased productivity by 18%.


Webinar Agenda:

  • ServiceMax Overview
  • ServiceMax Demo & Field-Ready Mobile
  • Q&A


Tuesday, November 14, 2017

10AM PT | 1PM ET | 6PM GMT

Register and reserve your seat >


Presented by:


Susan-Tonkin-Head-100.jpgSusan Tonkin

Sr Product Marketing Manager

ServiceMax from GE Digital

Susan Tonkin


steve-mintz-100.jpgSteve Mintz

Principal Solution Architect

ServiceMax from GE Digital

The ability to leverage data from every part of a business has revolutionized the way services are delivered, allowing companies across industries to accomplish more with smarter, more streamlined workflows on leading mobile devices.


ProntoForms’ VP of Partner Sales, Mike Kavanagh, joins ServiceMax on Thursday, November 2nd at 10:00AM PT, to discuss the power of complementing a field service management system with ProntoForms’ advanced checklist solutions to add effective field user workflows and rich data collection across multiple business processes.


Participants will learn:

  • Why investing in multiple solutions will produce greater ROI
  • What role mobile data collection has in supporting improved effectiveness, including cost reduction and time delay removal
  • How rich data supports efficient operations management


Thursday, November 2, 2017

10AM PT / 1PM ET

Register and reserve your seat now >


Presented by:


Susan-Tonkin-Head-100.jpgSusan Tonkin

Sr Product Marketing Manager

ServiceMax from GE Digital



mike-kavanagh-100.jpgMike Kavanagh

VP of Partner Sales


Welcome to the second blog in this series, focusing on speeding up your navigation when using Salesforce.


These customizations aren't global changes for all users—they’re specific to your personal view in Salesforce Classic.
If you have any additional tips and tricks on this topic, please share your feedback in the comments!



Search for Records


To search, type a term into the search box at the top of any screen. The search feature suggests matches as you type. It prompts you to switch to a "starts with" search after you’ve entered two or more characters. To see a full list of search results, press enter, click Search, or click the option for "starts with" search.


Image 1.jpg


Search is smart. It remembers which objects you've use and how often you use them. By default, what you search for most recently appears first.

You can refine/improve your search from the Search results page in the following ways.


  1. To expand the search, add an asterisk (*) or question mark (?) to your search keywords.
  2. To make your search more specific, use standard search operators like AND, OR, or AND NOT.
  3. To limit the search to an exact phrase, click Options and select Exact phrase, or enclose your search keywords in quotes.
  4. To sort your search results in ascending or descending order, click column headings.
  5. To prioritize your results you can pin certain objects so they always show at the top. Contacts and Accounts are pinned in the screenshot below. Find out how in the Salesforce Classic video below at 0:55.


image 2.png



Customize What You See


Tabs for Navigation

The Salesforce Classic user interface is composed of tabs that serve as starting points for viewing, adding, and editing information for an object.


image 3.png


One of the easiest, and most effective, customisations in Salesforce is changing the tabs that appear when you log in.

  1. Click the drop-down arrow next to your name.
  2. Click Setup.
  3. Navigate to Personal Setup, then My Personal Information, then Change My Display.
  4. Click Customize My Tabs.

You can add and remove tabs (1), plus change the order of the tabs you see (2).


image 4.png


Related Lists contain records on other objects related to the main record and are found in two places on a Salesforce Page Layout.

At the top:

image 5.png

Or the bottom:

image 6.png


You can customize which Related Lists you see and in what order.

  1. In the upper right corner, click on your name.
  2. Click Setup, then Personal Setup, My Personal Information, Change My Display
  3. Select the object you want to customise from the drop-down menu, and click Customize Page.
  4. You can then add and remove related lists (1), plus change the order of the related lists you see (2).


image 7.png



Sections on a Page

You have the ability to hide sections of the page layout. Once hidden they stay hidden on all records of that object until you expand them again.

Next to the section header click the triangle and it will collapse or expand that section. Making this change will speed up scrolling through a record, as well as help you focus on the information relevant to you.



Expanded Section V2.PNG


Collapsed Section V2.PNG



Keyboard Shortcuts


Hold Ctrl and then press F. This opens a search window top right of the page (depending on the browser you are using) and allows you to search for any text string on the whole page you are on, not just the bit you can see.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order.


Salesforce fields that are underlined and hold values are lookup fields. An example is Case Number on a Work Order. When you click on this value, it takes you to a related record. If you hold the Ctrl key when you do this the related record opens in a new tab on your browser. If you hold the Shift Key instead it will be a new window.


Do you have a tip to share? Please share! Add a comment below...

Industrial IoT and mobile solutions are radically transforming field service—helping companies minimize equipment downtime, increase technician productivity, and stay compliant.


By replacing pen and paper processes with digital field service management, our customers improve technician productivity by 18%, on average. They also raise worker satisfaction by empowering them with slick, modern tools that help get the job done on the first visit.


Join this 45-minute webinar to learn how ServiceMax helps mining companies raise productivity, uptime, and safety with an end-to-end field service management solution. The speakers will discuss how GE Digital’s ServiceMax compliments GE Digital’s Mine Asset Performance Management, and they will cover:


  • Scheduling and dispatch of the right technician/crew
  • Mobile application for asset information, knowledgebase, and collaboration
  • Digital audit trail for regulatory compliance
  • Solution demo


Thursday, October 19, 2017: 9AM PT / 12PM ET

Register and reserve your seat now >


Presented By:


Kevin-Shikoluk-90.jpgKevin Shikoluk
Global Strategic Marketing Leader

GE Digital


anna-startseva-90.jpgAnna Startseva

Product Marketing Manager

ServiceMax from GE Digital


carlton-dsouza.pngCarlton D'Souza

Solutions Architect

ServiceMax from GE Digital

Many Maximize Las Vegas attendees were captivated by Gene Kranz and Jim Lovell's American space age story, thus I'm so excited to share that astronaut Dr. Michael Foale is onboard to speak at Maximize Berlin! Here's a snippet of Sarah Lloyd Parry's blog featured on Field Service Digital:


On June 25, 1997, British-born NASA astronaut Dr. Michael Foale was aboard the MIR space station when it collided with a seven-ton cargo ship the size of a bus. Unaware to Dr. Foale, while his Russian colleagues were practising a docking procedure, Russian Mission Control ordered the automatic docking system to be switched off, based on concerns its radar might interfere with the ship’s visual monitor. The result was catastrophic, creating in the worst collision in the history of manned space flight.


Leaking oxygen, the MIR began spinning out of control at the rate of about one degree a second with a puncture in one of the modules, causing life threatening decompression. Dr. Foale and his colleagues worked feverishly to repair the damage over a critical six-hour period — with no power.


Dr. Foale is no stranger to the challenges of repairing equipment in space. With 22 hours of space walking time logged, he says his biggest challenge is the size of the responsibility.


Screen Shot 2017-10-05 at 11.05.45 AM.png


We are fortunate enough to have Dr. Foale as our keynote speaker at this year’s Maximize Europe 2017 customer conference in Berlin. Dr. Foale will be discussing what it’s like to deal with the unique scenario of equipment failure in space, the critical balance of when to trust human instinct over emergency machine operating procedures, and the leadership qualities, training and team dynamics required to overcome such problems on a space ship he likens to an oily smelling cluttered garage, akin to working in someone’s esophagus.



To read the Sarah's full blog post about Dr. Foale's phenomenal experience, visit Field Service Digital. To hear him in person, secure your spot for Maximize Berlin today! We hope to see you there.

ServiceMax has experienced a ton of "new" this year. From our GE acquisition, to  Maximize 2017 in Las Vegas, to various product release updates, to over 600 new ServiceMax community members, we truly thrive in change.


One thing that has remained consistent through all this adoption is our excellent customer base. We invest largely in our NPS program. Some of you may have heard this at the Maximize Las Vegas User Group, and many of you will hear it at Maximize Berlin's session, but we take pride in listening to our customers and refining our products, services, and support to embody your feedback. See NPS Spring 2017 Update: Feedback and Follow Up.


You remain the center of our strategy and our measure of success, and customers are the main reason why we have been named a leader again in the Gartner 2017 Magic Quadrant for Field Service Management. Here at ServiceMax from GE Digital, we believe this position is a reflection of our market leadership, visionary product capabilities, and – above all – our customer success. So here we are again, for the third consecutive time, all for you, because of you. I encourage you to read the report for more details. We are so pleased to be recognized and positioned as a leader of field service software providers by this highly respected analyst firm
2017 Gartner MQ Slide for FSM.jpg
This is a part of our success story; you are a part of our success story, so thank you for partnering with us. I can only hope we're as valuable to your story as you are to ours.



What stories, anecdotes, and examples do you have of customers showing they are over the moon with your service?
Have you followed Gartner in the past? What analysts do you keep up with?
Have you read the report? What do you think about the analysis?


*Gartner, “Magic Quadrant for Field Service Management”, Jim Robinson, Michael Maoz, Jason Wong, September 27, 2017

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


In a follow up to her previous book, “A Diamond in the Rough”, Patrice Eberline is releasing her next book, “Into the Diamond Mine: A Field Service Transformation Handbook for Executives.”

“Think Big, because service and the way you manage your service business will never be the same again.”

Looking beyond the basics of service and the impact that service can make on customer satisfaction, Patrice now takes a deeper look into the nature of true service transformation - what it looks like and what outcomes to expect from it.

Join John Ragsdale, VP Research, Technology and Social at TSIA, as he sits down with Patrice to talk about her journey, thoughts and hopes for “Into the Diamond Mine”. During this live interactive webinar, you will learn:

  • What is Service Transformation and how do I begin the journey?
  • What roles do IoT, predictive analytics and technicians play in a Transformation?
  • What is the real and full value of a complete Service Transformation?


Thursday, October 5, 2017: 10AM PT / 1PM ET

Register and reserve your seat now >

Presented By:


John Ragsdale
VP Research, Technology and Social


patrice-80x100.jpgPatrice Eberline
VP, Customer Transformation
ServiceMax from GE Digital

And just like that, Maximize Las Vegas is over! It was three days packed with interesting new content, fun networking events, and collaborative conversations. Many of our community users attended, which is fantastic! So please, if you attended Maximize, joined the UG, or spoke at the event check out your badges. We wanted to recognize you for your contribution to our conference!


Here's what the badges look like!


attendee.jpgvegas customer- speaker.jpgvegas employee- speaker.jpgvegas partner- speaker.jpgvegas UG attendee.jpgvegas UG speaker.jpg


Visit Steve Nava's, Victoria Butt's, Eric Rivas', or Karen Mehal's profiles to see what they look like. If you're missing a badge you rightfully deserve, please let us know!


We also awarded 6 of our customers during our MaxChoice event.


Winners include:

  • ServiceMax Rookie of the Year: LiftOne, for outstanding accomplishment in their organization in their first year of implementation.
  • ServiceMax "We Keep the World Running" Award: PAC, whose use of ServiceMax keeps the world running and has become critical to serve their customers.
  • ServiceMax Customer Impact Award: Topcon Medical Systems, who has experienced a marked change in culture and transformation as it relates to their customers since implementing ServiceMax.
  • ServiceMax Business Impact Award: Molecular Devices, who realized exceptional business results and ROI through the adoption of a field service management strategy for their extended enterprise.
  • ServiceMax Innovation Award: Carrier, who has demonstrated innovative use of ServiceMax on mobile devices and in disconnected environments.
  • ServiceMax Raving Fan of the Year Award: Erikson Living, who has demonstrated outstanding leadership in field service and who has been a great advocate of ServiceMax.


We hope you gained as much out of the conference as we did, let us know here Are you excited about Maximize?

If you attended Maximize Las Vegas also have access to many of the breakout presentations. See Maximize Las Vegas 2017: Resources.


And if you weren't able to make it, don't forget about Maximize Tokyo and Berlin. Hope to see you there!

Have you heard of resiliency planning?


Instead of just focusing on recovery, communities and businesses are shifting gears to look to keep the lights on, figuratively and literally during high-demand, high-impact events. This week, I read in the GE Reports about technology that becomes relevant during natural disasters to keep the infrastructure up and functioning.


Weathering The Storm: This Tech Will Help Utilities Keep The Lights On - GE Reports


The blog post explores the emerging trend of “resiliency” planning, which emphasizes preparedness and infrastructure immunity to disaster. “Self-healing” electrical systems, for example, identify failing sections of the power network, isolate them and re-route power from other parts. A system built by weaving together a host of microgrids into a sturdy, quilt-like grid difficult to bring down is another solution. They could be immensely helpful in minimizing disruption when disaster strikes.


Field service organizations are the branch of the company that is on site with your customers most often. Your field service strategy will likely combine proactive, planned service visits and urgent, reactive break/fix scenerios. What technologies are in place? Is IoT in play to predict service needs? What about those times when urgent service is needed, across a wide portion of your customers?


Let's talk about your field service organizations in resilience and recovery modes.


How important is your field service coverage to your clients and their customers? What is at stake?

What are the events that lead to urgent influx of service requests?

And what are the people, process, and technology tools and tactics that you employ to keep things running and support recovery efforts?

Electricity is the lifeblood of our economies, powering factories, buildings—and, increasingly, our modes of transportation. Check out Seth Dunn's, ServiceMax's Industry Development Director, Power & Utilities, blog post on digital disruption.


Here's short preview:

Electricity is something many people don’t think about until the power goes out. And yet it is the lifeblood of our economies, powering factories, buildings—and, increasingly, our modes of transportation. As we have seen in the wake of Harvey, the consequences of power outages can be dire.

For the last 12 years, I have had the opportunity to be part of GE’s Renewable Energy remarkable growth story, which is part of the broader narrative of renewable energy becoming mainstream—and now the largest source of new power generation. I joined ServiceMax because I firmly believe that a digital disruption of the power and utilities world—what we at GE call the “Electricity Value Network” or EVN—is underway, and that field services represents the vanguard of this disruption.

How is field service management starting to disrupt the EVN? Who are the early adopters, and what results are they seeing? How can I digitally transform my services business so I stay ahead of the curve? Join me, ServiceMax customers and partners, GE experts, and industry thought leaders for an afternoon exploring these and other questions at Maximize in Las Vegas on Monday, September 18.

For more information on the Maximize Power & Utilities agenda, please check out this link:




We hope you’ll attend and explore the why and how of digitally disrupting your power & utility service business before being disrupted.

Real-time asset management is a maturing theme within the oil and gas industry that has not yet reached its full potential. Intelligent Oilfields, Smart Fields, Field of the Future, and iFields are just several examples of terms used in the oil & gas industry to describe the vision of real-time asset management in action.


Real-time asset management is the vision in which the industry transforms itself by continually moving toward delivering real-time information, thereby enabling real-time actions. Most companies, large and small, have taken the initial steps to instrument and automate, remote and distributed assets in the industry to collect and visualize data regarding the operational performance and health of those assets.


Predix and APM (asset performance management) from GE Digital analyzes and predicts asset performance, enabling the ability to make quicker and better informed decisions. Is your organization interested in real-time asset management using ServiceMax and APM technology? If so, register today for  maximize17 and the half-day oil & gas session. There we'll discuss solutions, trends, and strategies - I hope you can join!


Screen Shot 2017-09-11 at 4.04.00 PM.png


To read my full blog, visit Field Service Digital.

In partnership with Field Technologies Online, Mark Homer, Head of Global Customer Transformation, will be presenting in a webinar on September 7th at 1:00 PM ET.


The conversation will be focused on the future. Drones, artificial intelligence, and machine learning are changing field service today. Service Technicians will need different skills than yesterday's simple break/fix mentality to work through data analytics, augmented reality, or remote mentoring. How are your technicians reacting?


These upcoming changes need thoughtful planning to solve, so join Mark tomorrow and learn more about transforming today's technicians into service engineers of the future!


Click here to register now.