JLG Introduces Virtual Remote Assistant for Technical Support

Mobile elevating work platform (MEWP) and telehandler manufacturer JLG Industries Inc. has announced the debut of its new Virtual Remote Assistant (VRA).

The new technical support solution is designed to “help technicians more efficiently troubleshoot equipment, improve uptime and deliver an enhanced service experience.” The assistant will allow JLG technical support experts to connect with field technicians in live, real-time visual sessions through a smartphone or another mobile device.

“Every minute of downtime impacts productivity and profitability,” says Travis Myers, director of customer support at JLG. “The Virtual Remote Assistant allows our team to see exactly what technicians are seeing, enabling faster diagnosis, clearer guidance and more efficient resolution of service issues.”

Traditional troubleshooting over the phone can lead to not only guesswork, but longer service calls overall, representatives from JLG say. The new assistant allows for step by step visual guidance, as support agents can remotely circle or point to specific components.

“By providing visual confirmation and guidance, the Virtual Remote Assistant helps technicians identify and resolve problems more quickly, reducing machine downtime and minimizing unnecessary service visits,” Myers adds.

Improving efficiency through the VRA

Touted as “simple and easy to use” by JLG, an Oshkosh Corp. business unit, the VRA requires minimal training for its interactive interface.

“After joining a session and granting camera access, technicians have JLG support agents with them to guide them to specific component locations and provide visual cues to help diagnose issues in real time,” the company says, “thereby resolving issues more accurately, improving first-call resolution rates and reducing repeat service calls.”

The new assistant reinforces the company’s customer service commitment, the firm says, and will be available across the entire equipment lifecycle. The assistant leverages the company’s advanced technology to “improve service capabilities,” and maintain higher equipment uptime across its product selection.

The JLG Industries Inc. Virtual Remote Assistant is currently available for customers across North America. The company adds that performance may vary from place to place, depending on the mobile device and its connectivity.