2017 Technical Services Best Practices

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.