Fraunhofer IAO | Service and Human Resources Management
Qualifying Service Technicians
More and more complex service products, new technologies in the field service and the trend to solution business require new competencies and qualification approaches for field service technicians and employees in customer contact. In addition to a stronger focus on sales, it is important to strengthen thinking in customer processes and the understanding of one's own service processes.
Range of Services
We develop training and qualification concepts tailored specifically to the requirements of your business. For this purpose, we offer services in the following areas:
- Combining training content with a didactic training method tailored specifically to the needs of service technicians
- Compilation of training content derived from the practice of services provided by your employees
- Use of cooperation platforms, virtual reality, game-based learning methods and social media elements to support training in distributed locations and environments
- Integration of qualification activities into change processes for the further development of a service-oriented corporate culture
Our approach is innovative and fun. Moreover, we achieve significantly better training results than traditional qualification approaches with regard to effectiveness and efficiency.
Reference Projects
We address issues of competency development for technical service employees. Sample reference projects are:
- Analysis of tasks and role profiles in machine building & plant construction for companies from the »Machine as a Service Platform« innovation network
- Application of virtual reality for the qualification of field service technicians at a medium-scale mechanical engineering company
- Development of a virtual qualification world for service technicians of a global IT service provider