The drivers for the changes and investments businesses make have always been centered on reducing costs and increasing productivity. Those things are obviously still very, very important. But what has surfaced is a real focus on the customer.
Service companies have realized that customer centricity is critical to their success and field service plays a pivotal role in the customer experience. There are certain industries in which a field technician may be the only real face of the brand that the customer sees. This means that not only has the field technician’s world changed in terms of the tools they’re using, but even more importantly, in terms what it takes for them to deliver the desired customer experience.
The forecasts for job loss and job creation over the next few years include the latest new job title, “Digital Transformation Specialist.” What does this person do? Who hires them? And what qualifications are important?
Digital transformation means challenging a company’s technology status quo. It requires the usual technical skills — analysis, diagnostics, testing, and documentation – plus excellent communication skills. A Digital Transformation Specialist (or Associate, or Technician) must be able to educate their team members who are engineers, IT staff, and other technicians about the value and use of new technologies. With the rapid pace at which technology is advancing, expect to see this position appearing in many job search sites.
As the Preparing Technicians for the Future of Work project celebrates its first birthday, it’s time to stop and ask, “What have we learned?” and “What have we accomplished?” Some highlights of Year 1 include:
Piloting an industry site visit/interview protocol and interviewing technicians, technician supervisors, and mid‐level managers,
Producing informative content exploring industry, education, and human resource issues relevant to the Future of Work,
Identifying three broad, cross‐cutting skill areas that should be included as “new fundamentals” in STEM technician training programs, and
Convening meetings of ATE Center Directors and industry leaders to examine the Future of Work at the human‐technology interface from multiple perspectives.
Technology allows people who are building and developing things to do it in virtual space, the digital space, and then to use the information from that exact duplicate and build the part. Companies are looking for ways to get a competitive advantage and that’s the promise of the digital twin.
You can now simulate the manufacturing of that part, make a change, and see where it works and where it doesn’t before investing in its production. The collaboration between manufacturing engineers has also improved in areas such as end-to-end information flow and teamwork.
Machine learning and artificial intelligence help robots become smarter and more aware of their surroundings, so that they can work on their own. As they become more independent and can make the decisions on their own, productivity should improve.
But at the same time that robots are becoming more versatile, they are also becoming more complex. A different technician skill set will be needed. As some tasks are assumed by robots, new tasks in robot maintenance and programming will evolve. And hopefully technicians can upskill to meet these new technological challenges.