What Global Manufacturers Can Teach Us About Scaling Field Service Operations
Mihir Joshi
Scaling field service is rarely about simply adding more technicians or expanding coverage. Global manufacturers have learned this the hard way. From balancing standardization with flexibility, to testing new systems in controlled pilots, to leveraging data and technology over workforce expansion, the lessons are clear: sustainable growth requires strategy, not just size.
In this article, we’ll explore what leading manufacturers are doing differently - and how these practices can inspire the next wave of service leaders.
When a diversified manufacturer with multiple business units sought to modernize service operations, the challenge was obvious: aligning processes across units that worked in very different ways. A perfect global template might have taken years to agree on.
Instead, they took a pragmatic path. Rather than waiting for full alignment, they implemented a base service framework, a skeleton with essential processes, that could be deployed quickly. Each unit then layered on customizations to reflect local and operational realities.
This approach delivered two wins: speed of deployment and a foundation for future harmonization. What could have stalled as a multi-year alignment exercise instead became a living framework that supported business-unit-level agility.
Lesson 1: Balance Standardization with Speed
Standardization doesn’t mean rigidity. Speed and alignment don’t have to be mutually exclusive - global frameworks can coexist with local flexibility.
One global tire manufacturer faced a critical decision: should they continue stretching their legacy CRM or invest in a new one built for modern service needs? After evaluating adoption gaps, integration limits, and the lack of global visibility, the decision was clear. But instead of a risky global rollout, they started small.
The team piloted the new CRM in a single business unit and region, stress-testing not just the system but the people and processes around it. Only after gathering lessons from the pilot did they scale across regions worldwide.
The phased approach minimized risk and maximized adoption. It also reinforced an important truth: scaling service isn’t just about technology readiness - it’s about organizational readiness.
Lesson 2: Scale Through Phased Transformation, Not Big Bang
A material handling equipment manufacturer noticed its dealer network struggling to resolve service calls quickly. The default answer might have been to recruit more technicians or expand dealer coverage. But the company looked deeper.
By analyzing service patterns, they saw that the real issue wasn’t capacity - it was knowledge at the point of need. They responded by building a self-help platform powered by natural language processing (NLP). The tool allowed technicians to search and resolve problems independently, cutting average service times by over 80%.
The result was scale without spiraling costs. By investing in data-driven knowledge tools, the manufacturer empowered its existing workforce to do more with less.
Lesson 3: Let Data and Technology Drive Growth, Not Just Workforce Expansion
Scaling isn’t always about “more.” Sometimes, the biggest gains come from using data and technology to unlock the potential of the workforce you already have
During COVID, one HVAC manufacturer found itself facing a demand shift unlike anything before. As offices prepared to reopen, companies needed ways to verify air quality and perform safety tests. Yet service teams had no packaged solutions to deliver.
The manufacturer quickly pivoted. Working closely with technicians and customers, they co-created new service kits and workflows that enabled on-site air quality and safety testing. These capabilities not only helped millions of employees safely return to the workplace but also positioned the manufacturer as a trusted partner in a moment of crisis.
This story highlights a vital principle: true scalability is not only about efficiency, but also about agility - being able to spin up new capabilities when customers need them most.
Agility fuels growth. When customer needs change overnight, the ability to adapt service offerings quickly can unlock entirely new revenue streams.
Lesson 4: Agility Creates Entirely New Service Opportunities
It’s easy for global manufacturers to get caught up in internal metrics, flashy pilots, or ambitious system rollouts. But scaling without a clear line of sight to real customer impact can erode trust and waste resources.
In a GenAI pilot for service orchestration, leadership faced a choice: expand rapidly or proceed cautiously. Instead of prioritizing internal efficiency or technology adoption, they asked a different set of questions: Could the data support accurate, reliable insights? Can the GenAI recommendations ensure end users, technician, and equipment safety? Would the rollout actually improve customer experience?
The decision to pause and validate before expanding paid off. When the capability was finally scaled globally, adoption was high, performance was predictable, and customers experienced tangible improvements. The result reinforced a simple truth: growth should be measured by customer outcomes, not internal ambition alone.
Lesson 5: Scale Around Customer Outcomes, Not Internal Ambitions
Customers remember outcomes, not how fast you roll out new systems. True scale aligns every decision with real-world value for the customer
Scaling field service operations is not a one-size-fits-all journey. The most successful global manufacturers share a mindset:
Move fast with a strong but flexible foundation.
Pilot before you scale.
Use data and technology to empower, not just expand.
Stay agile to seize new opportunities.
Make customer outcomes the gating factor for any expansion decision.
For service leaders, the takeaway is simple: growth isn’t just about size - it’s about resilience, intelligence, and adaptability.
Final Thoughts
Related reading: FSM Vendor Evaluation Framework – A practical guide to choosing platforms that support scalable, safe, and future-ready service operations.
I’d love to hear how your organization approaches scaling field service.
Please share your thoughts or challenges.
Author Info
Written by Mihir Joshi
After 15 years working with leading manufacturers, I created SmartServiceOps to share practical insights for the field service industry.
