2021 Technical Services Best Practices, published by PMMI – The Association for Packaging and Processing Technologies, examines field service operations and support models using March 2021 survey data and executive interviews across company sizes. The analysis indicates three focus areas: workforce development and retention, spanning recruiting, compensation and incentives; training and knowledge capture, such as on‑the‑job programs and tech‑school partnerships; and service delivery models, from in‑plant utilization to virtual FATs that shape operational readiness. Emerging patterns show companies tending to maximize technician downtime for training and to experiment with digital tools, while charts highlight comparative utilization and billing contexts. The report reveals where engineering teams are prioritizing investments to strengthen operational resilience.
Published by PMMI, The Association for Packaging and Processing Technologies in March 2021. Based on a member survey of 92 companies, interviews with nine representative companies, and PMMI Business Intelligence analysis collected in 2019–2020.
