New App Helps AWP Service Techs in Real Time

April 13, 2017

If you went to Conexpo, you may have noticed the virtual reality experiences available in many booths. In addition to applications for operator training, the high-tech goggles and headsets with their vibrant sight and sound experiences hold promise for equipment maintenance.

But some of the best technology available right now is a little simpler.

Aerial equipment maker Genie has introduced an app called TechSight, through which users in the field can connect with the Genie Technical Services & Support team to show them maintenance issues live—allowing them to troubleshoot technical issues in the field using online video guidance.

The app enables Genie to engage in live interactions with field service technicians using video-enabled mobile devices, including smartphones and tablets—Android or Apple (iPhone and iPad) powered systems.

When a rental store service tech needs assistance while working in the field, they can use the video call feature on this new app to connect with the Genie team. The visual component of this app allows rental stores’ service techs to share what they see for an immediate diagnosis and response. The team can then interpret and explain what is going on based what is happening on the screen.

“The app puts real-time field service support in the palm of a field service tech’s hand, providing the technical support they need when they need it,” says Bob Bartley, Genie senior director of Product Support and Reconditioning, Terex AWP. “It integrates customer service, field service, customer support, and video calls all into one.”

Here’s how the app works:

1.            Connect with a Technical Services & Support expert via phone, then initiate the app and point camera at the issue

2.            Chat with a Genie expert to troubleshoot the issue, using the mobile device’s display as a viewfinder

3.            Pause the video to highlight the issue and follow the expert’s guidance on how to resolve.

“With our ability to offer 24/7 technical support online or by phone—and now with the Genie Tech Sight app,” Bartley says, “we can help keep our customers’ fleets up and running, meeting the demands at job sites and building their rental return on investment.”