In response to information supplied by a
field engineer, a member of the corporate tax department provides advice to the
field engineer (or other employee) who then documents an SR&ED project expenditure in accord with the instructions and advice rendered.
As in parts replacement, it is far faster for IT staff to be able to handle a problem on the spot; they don't want to wait for a
field engineer to arrive and figure out the problem.
The expectation that there'll be fewer service calls, better diagnostic ability, and less need for problem resolutions means less need to send
field engineers out to customer sites and to just reduce the overall service costs, and service costs both to the end user as well as of the service and support overhead of the storage supplier.
According to the company, Larson has worked for over 20 years in oilfield service business with Baker Hughes Incorporated, including
field engineer for Baker Atlas, president of Latin America Region and VP of Operations, Gulf of Mexico Region.
Oracle TeleService and Oracle Field Service also enable call centre agents to provide the caller with a date and time when a
field engineer will visit their home.
He now leads a business of more than 3,000 people, including 1,000
field engineers, with 2.1m Customers and a turnover in 2017 of PS326m.