The Diamond

Fault-finding is a specialty of your field service engineers (FSEs). How do they execute the fault-finding process? How do they articulate and transfer these abilities to the next generation of FSEs? Despite being known as a specialty, you’ll be quite surprised by the lack of clarity in responses if you ask. You will eventually realize that answers are often vague and inconsistent. If your service department lacks a structured fault-finding process to guide engineers in their efforts, you've just discovered a valuable opportunity.  

Introducing The Diamond, a comprehensive fault-finding framework.  

This structured fault-finding approach serves as an alternative to simply “winging it.”  

Shape your service department's culture by clearly articulating what matters and streamlining workflows.  

Promote consistency and precision among FSEs through effective FSE training framework.  

Elevate fault-finding abilities globally and reduce the number of escalations by preparing your FSEs and encouraging positive behavior change.  

Encourage fact-based decision-making and reporting.  

Clear guidelines facilitate communication of updates to all stakeholders, including navigating difficult conversations with customers.  

This framework allows for more informed recommendations from technical support.  

Supplement your remote diagnostic initiatives with this structured approach.  

Structure makes the fault-finding journey more predictable and planning easier.  

This holistic, data-driven framework primes FSEs and is applicable across various industries.