The Changing Role Of Service Engineers
Part 4 of 5 of our most important insights for spare parts Web shops
Most of our clients in B2B markets are selling to or working with service engineers. One thing we found in our interviews was the changing role of these service engineers.
Service engineers used to be specialists knowing all the ins & outs of a product or product range. Those times seem to be changed. With the ever-increasing differentiation of brands’ complexity of products and versions, it’s harder to keep up with all new developments.
From specialist to generalist
True experts within a small range may no longer be needed. As with many aspects of our ‘Google generation’, it’s the change from knowledge to knowing where to find wisdom.
If you have experienced this change in your own company, ask yourself if this has any consequences for your Webshop. How easy can ‘generalist’ service engineers find product information and perhaps extra knowledge for repairs or maintenance? Can you somehow facilitate this with additional product information like manuals? We are pretty sure they will appreciate it.