THE FUTURE OF FIELD SERVICE REPRESENTATIVES

This paper will expound upon the future of Field Service Representatives (FSR) in the helicopter industry. As helicopters increase in complexity, there is an increasing need for manufacturers to staff FSR's who possess more than mechanical, electrical or hydraulic knowledge. The qualifications of FSR's will be discussed as well as specialized training. The administrative and business element will be presented from the FSR's point of view. A good working knowledge of the marketing of helicopters is imperative. This idea will explore the areas in which Representatives support the marketing effort. Beyond the qualifications of the FSR's, discussions of the human element will be presented. An effort to present the future Representative will focus on management relationships, working conditions, incentive programs and morale building. FSR's are expected to devote much of their time to the servicing of customer aircraft. FSR productivity will be discussed and compared to customer satisfaction. The final focus of this paper will outline management goals maintaining quality Field Service personnel in changing times.