The 62 companies that responded to the 2017 survey were grouped into nine categories based on the average selling price of their machinery. Distribution is weighted toward the mid-range categories of $50,000-$75,000 and $150,000-$300,000.
Fifty-eight percent of respondents use assembly technicians and twenty-seven percent use dedicated service technicians. Sixty-two percent of respondents do not have regional based service technicians; twenty-three percent of respondents have thirty percent or more of their service technicians regionally-based. On average, dedicated service technicians are billable to a customer for approximately 28 hours per week. Fifty-five percent of respondents say that when service technicians are not billable to a customer, they are working on assembling, fifty-seven percent are said to be providing phone technical support and a sixteen percent spend time making sales calls.
PMMI's Technical Services Best Practices report also includes data on Delivery & Utilization, Compensation, Billing and Training. The 2017 Technical Services Best Practices Report is available to members only.