Jastej Matharu

This article discusses the changing landscape of skilled technicians in the maintenance and repair industry, particularly within the context of app-based service marketplaces. It highlights how skills, knowledge, and ability are essential for technical tasks, with skills being honed through practice. Traditionally, the industry relied on in-house trained technicians, but now freelancers, often with diverse backgrounds, are a significant part of the workforce for app-based companies.

Freelancers, with their flexibility and personal customer relationships, often outshine traditional service representatives. Their lower costs, ability to work on multiple brands, and customer trust make them a preferred choice. However, app-based companies face challenges in ensuring consistent service quality and preventing leakage of technicians.

The article suggests that app-based companies could consider training technicians, but this would require expertise in various brands and sourcing spare parts. Certification of technician skills is crucial, and offline courses offered by branded manufacturers at an affordable cost could be a win-win solution for manufacturers, freelancers, app-based companies, and customers. Ultimately, the convenience of app-based services and the level of technician skill are key factors in this evolving competition. This could potentially lead to customers valuing skilled service more and being willing to pay extra, creating a virtuous circle in the industry.