Skills Required for Service Engineers - Providing Experiences through Products

Customers are now valuing not just products, but also "things," meaning experiences and emotions.

The work of engineers is often perceived as a job that involves interacting with "things" because there are machines in front of them. Indeed, since they handle and respond to machines, it can be said that they are providing "things." However, upon closer examination, engineers do not sell the machines themselves; rather, they provide invisible technologies and services such as installation and maintenance. Originally, engineers are not "sellers of things." In inconvenient situations where machines are broken and not functioning, it is the engineer's job to resolve that inconvenience (repair). The work of engineers naturally impacts the work and lives of customers. Nevertheless, when I am responsible for engineer training, I feel that many engineers are not aware of this. I sometimes hear engineers say, "When the machine is slow to fix or doesn't get fixed, customers get frustrated, and it's hard to report..." If you think about why customers' moods change based on the condition of the machines, the answer becomes clear. *You can read the continuation of this column through the related link. The column is available for free. For more details, please feel free to contact us.*

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