Augmented reality (AR) is radically changing the nature of training within the field service industry. Service technicians can now rehearse basic skills and repairs in simulated hazardous conditions without being endangered so that they are better prepared for live operation. Despite these technological advances, current training platforms need more data to mirror a wider range of real-world scenarios, prioritize updates to training workflows and diagnose the technician’s performance holistically. By integrating a work order management software (WOMS) with AR training platforms, the training experience can be enhanced and a deeper understanding of performance can be assessed.

1. Live Training

Most traditional training programs are sandboxed environments that lead trainees through scenarios with predefined problems and solutions. Unfortunately, this paradigm belies the complexity that is often required during actual maintenance. For instance, in diagnosing elaborate equipment like the engine of a backhoe loader, there are many factors to consider before you can pinpoint the core issue. Type of operation, weather conditions and usage history are variables that can affect what troubleshooting steps should be taken and what field service might be required.

Currently, a WOMS can collect this information by connecting to sensors and other IoT devices. From the sensor readings, the WOMS can identify anomalies from harsh usage, poor weather conditions and extended operation and display relevant information on the AR interface. The WOMS is often able to scan a bar/QR code asset tag, determine the specific unit configuration and tailor the guided instructions accordingly. This can provide a dynamic on-the-job training experience that minimizes the risk from unknown variables in the field as well as from junior technicians who may have little experience outside of contained training modules.

2. Training Priority And Updates

Technicians often face new software and hardware updates for the equipment they are diagnosing. As a result, they need to constantly stay up to speed on the latest iterations of the equipment. The steps required to replace a component one year could be obsolete the following year. Updates to training modules may be delayed, and this could impact the customer experience of the service team. Besides, internal process changes can also hold up critical and time sensitive training required for technicians to be current and effective.

A WOMS can help prioritize AR training modules that require prompt updates and keep technicians informed about when to renew their training. There is an enormous database of information available to technicians in the WOMS. To make sense of this data, applying analysis tools that use AI or machine learning may allow for the detection of historical utilization trends along with common failure points. Service issues which are low probability but high consequence, time-sensitive or critical for the integrity of the system can be prioritized for training updates and help the company define team training schedules. Moreover, if the asset has an above normal utilization, regular service will be required sooner and more frequently. The WOMS could trigger updates to the training modules for the asset as well as inform the technician to review the updates. Simultaneously, the WOMS can notify the technician to renew their certifications if needed or even suspend their return to the field until the new training is complete. This ensures technicians are up to speed on the most relevant training and also helps the service company develop a comprehensive training curriculum.

3. Deeper Performance Analysis