Upskilling the Field Service Workforce: Preparing for a Less Hands-On Future

The answer lies in upskilling—but it’s more than just acquiring new skills; it’s about fostering a mindset shift. As Johann Diaz, founder of the Service Revolution Academy, notes, “Field technicians need to swap toolbelts for tech platforms, intuition for insights, and reactive repairs for proactive, AI-driven service delivery.”

Why Upskilling Matters More Than Ever

The urgency to upskill isn’t merely a response to digital transformation; it’s a strategic imperative for staying competitive. Neil McGeoch, Senior Advisory Solution Consultant at ServiceNow, highlights that “90% of organizations will face IT skills shortages by 2025.” This underscores the critical need for workforce agility.

McGeoch emphasized during the discussion that upskilling isn’t just about teaching employees to use new tools; it’s about preparing them to adapt to entirely new ways of working. “With increasing levels of automation, machine learning, and AI,” he explained, “employees need to refocus their daily work around these systems while developing the higher-value skills they’ll need for tomorrow’s challenges.”

This shift benefits not only the workforce but also the customer experience. Upskilled teams can work faster, resolve queries more efficiently, and deliver service outcomes that exceed expectations. Diaz added that this transformation isn’t only technical—it also requires developing soft skills like customer empathy to ensure technicians can communicate the value of their advanced tools effectively.

Rethinking Training: What Works Today

Traditional training methods are no longer sufficient for the modern workforce. Diaz brought up the critical point that companies need to move beyond outdated “conference room” sessions toward hands-on, experiential training. “Forget putting technicians in a conference room for a week. Empower them with hands-on, immersive tools like augmented reality (AR) and gamified training platforms,” he suggested.

He also highlighted examples such as BMW’s use of AR glasses to overlay step-by-step instructions onto a technician’s view, reducing training time and improving first-time fix rates. Similarly, RICOH’s gamified training app immerses technicians in real-world simulation challenges, turning learning into an engaging experience.

For organizations with limited budgets, McGeoch noted that even simple microlearning tools—like mobile apps delivering bite-sized lessons—can make a significant impact. He also pointed to technologies like voice-responsive AI assistants and mobile-first solutions, which streamline routine tasks and allow technicians to focus on higher-value work.

Success Stories: Transforming Service Operations

Organizations that invest in upskilling are already seeing tangible results. Diaz shared an example of a telecommunications leader that embraced predictive maintenance systems and trained its technicians in IoT device management and data analysis. This shift allowed technicians to move from reactive problem-solvers to proactive customer champions. The company significantly reduced downtime and boosted customer satisfaction by anticipating issues before customers even noticed them.

Another key theme McGeoch brought up was the importance of revisiting performance metrics. One manufacturer shifted from measuring how many calls technicians closed to tracking customer uptime improvements. By focusing on these outcome-driven metrics, the company saw not only better service results but also improved morale among technicians.

Overcoming Challenges

Upskilling isn’t without its obstacles. Resistance from technicians is common. Diaz noted the frequent refrain of “Why do I need to learn AI? I’ve been fixing these systems for 20 years.” He suggested combating this mindset through storytelling—showing how evolving skills secure careers and make technicians indispensable in an increasingly automated environment.

Resource limitations can also make it challenging to roll out advanced training solutions. While tools like AR glasses are appealing, McGeoch pointed out that mentoring programs or online courses are effective, budget-friendly alternatives.

A point both contributors raised was the fear of irrelevance among technicians. McGeoch recommended reframing the narrative: “Upskilling isn’t about replacing jobs. It’s about evolving roles so employees can focus on higher-value tasks that require human judgment, creativity, and empathy.”

Building a Culture of Continuous Learning

Upskilling can’t be a one-off initiative. To keep pace with the rapid evolution of field service, organizations must embrace continuous learning as a cultural cornerstone. Diaz emphasized that building this culture requires leadership support. “Upskilling is not a one-off initiative—it’s a cultural shift,” he said. Leaders must champion these initiatives and demonstrate that growth is non-negotiable.

McGeoch underscored the importance of tracking the right success metrics. “Stop measuring technician success by the number of calls they close. Instead, track outcomes like customer satisfaction, uptime improvements, and adoption of digital tools,” he advised.

On-demand learning tools—like AI-powered coaching apps or mobile platforms—also play a critical role. Diaz pointed out that these tools enable technicians to learn on their own schedules, sustaining engagement without disrupting workflows.

By 2030, field service will look vastly different. AI copilots, robotics, and drones may handle routine tasks, while technicians focus on high-value, strategic work. Companies that embrace upskilling now will be the ones positioned to thrive in this landscape.

“The future is less hands-on, but it’s not less human,” Diaz reflected. Empowered by technology, the next generation of field service technicians will have the tools to deliver smarter, faster, and more personalized service.

So, is your team ready to embrace continuous learning and thrive in a less hands-on, more tech-driven world?