The field services industry is facing a quiet crisis.

While tech headlines highlight the latest AI advancements and digital success stories, a deeper problem is unfolding across the sectors. The industry’s most valuable asset — decades of accumulated human expertise — is leaving as experienced technicians retire one after another.

As these skilled workers retire, companies need to focus on onboarding and empowering the next generation of talent. While this might seem as simple as filling empty roles, the real challenge is to safeguard decades of expertise, speed up employee learning to meet technological demands, and keep field service operations resilient, responsive, and prepared for the future.

The Ticking Clock of Tribal Knowledge

The Baby Boomer generation forms the backbone of field service operations, bringing with it irreplaceable institutional knowledge accumulated over decades of hands-on problem-solving. These veteran technicians don’t just know how to fix equipment; they understand the subtle nuances that distinguish a quick fix from a prolonged ordeal. They know which vendor documentation is trustworthy, which shortcuts are effective, and how to recognise early warning signs that can prevent major failures.

The statistics reveal a sobering reality: nearly half of field service engineers do not expect to have a lifelong career in the industry. At this point, it’s not just about the headcount — it’s about safeguarding an entire ecosystem of practical wisdom that can’t be found in any manual.

The ripple effects are already evident. Resolution times are growing longer, error rates are increasing, and customer satisfaction is declining. More troubling is the fact that traditional training methods are falling short in addressing this challenge. Research indicates that 70% of skill development happens through hands-on experience, with only 10% acquired via formal training programs. Consequently, new technicians face a steep learning curve, needing years to develop the intuitive problem-solving abilities that seasoned professionals have gained through decades of real-world experience.

AI as the Great Equalizer

Business and technology leaders are discovering that AI offers a compelling solution to this knowledge sharing challenge. Advanced AI systems are being deployed as intelligent field assistants, capable of diagnosing equipment issues, predicting potential failures and providing real-time guidance to less experienced technicians.

These aren’t simple chatbots or basic diagnostic tools. Modern AI platforms continuously analyse vast datasets of equipment performance, service logs and historical maintenance records to identify patterns that even seasoned technicians might miss. They cross-reference industry standards, vendor documentation and best practices in real-time, essentially democratising access to expert-level knowledge.

Digital Twins: The Future of Knowledge Preservation

One of the most exciting advancements in industrial operations is the rise of intelligent virtual models that mirror real-world systems in real time. These replicas, called digital twins, address a long-standing challenge in knowledge management. Studies show that only 12–16% of employees feel the information they receive from leadership genuinely helps them do their jobs better. Traditional documentation and training simply don’t meet the demands of complex field environments.

By providing contextual, real-time insights tailored to specific scenarios, these virtual systems bridge the gap. When a technician faces an unfamiliar issue, the model can draw on decades of operational data, suggest proven solutions, and even simulate outcomes — empowering quicker, smarter decisions and reducing the experience gap. Beyond troubleshooting, these tools streamline onboarding, shorten learning curves, and boost productivity across all skill levels. They offer a scalable way to capture and share the hard-earned, intuitive knowledge of seasoned professionals — ensuring it’s never lost but continually built upon.

Acting on the Inevitable

While we can’t stop experienced technicians from retiring, we can prevent their decades of expertise from disappearing with them. The combination of AI diagnostics, predictive analytics and digital twin technology offers a pathway to not just preserve existing knowledge but to enhance it for future generations.

However, the window for action is narrowing. Companies that begin implementing these technologies now will have time to capture retiring workers’ expertise while they’re still available to validate and refine AI-powered systems. Those who wait may find themselves trying to reconstruct lost knowledge after the fact.

About the Author

Patrycja Sobera is Senior Vice President and General Manager, Digital Workplace Solutions at Unisys. Patrycja leads high-profile Unisys teams dedicated to continual improvement and creating modern, differentiated end-user experiences. Her aim is to assist in driving client breakthroughs and propel their business forward.

She is a recognised expert in Experience Level Agreement (XLA) delivery. Patrycja has redefined how success is measured in technology services and previously served Unisys as the global VP of Digital Workplace Solutions Delivery. By prioritizing the user experience, she ensures that technology meets technical standards and delivers a satisfaction-driven experience that drives workforce engagement. A passionate customer experience (CX) evangelist, Patrycja champions initiatives that go beyond traditional service metrics, focusing on creating seamless and meaningful experiences for users, which drive loyalty and long-term success for clients.

Before joining Unisys, Patrycja served as the global vice president of End User Support at Marsh McLennan, where she led complex technology and business transformations, pioneering innovations within the insurance and banking sectors.

Featured image: HappyBall3692

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