JLG launches virtual troubleshooting assistant

JLG Industries is introducing the Virtual Remote Assistant; a support solution designed to help technicians more efficiently troubleshoot equipment, improve uptime and deliver an enhanced service experience.

The assistant enables JLG technical support experts to connect directly with technicians in the field through a live, real-time visual session using a smartphone or mobile device. By accessing a secure link sent via text or email, technicians can instantly share their view of the equipment with JLG support professionals — no apps or downloads are required.

JLG Virtual Remote Assistant is currently available for customers in North America. (Image: JLG).

“Every minute of downtime impacts productivity and profitability,” said Travis Myers, director of customer support, 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.”

Real-time visual support 

Traditional phone-based troubleshooting can lead to guesswork and longer service calls, said JLG, while the Virtual Remote Assistant allows JLG technical support representatives to provide step-by-step visual guidance during a live session. Support agents can remotely circle, or point to components on the technician’s device screen, helping quickly identify critical issues that may be difficult to find.

Virtual Remote Assistant is simple and easy to use and the intuitive interface requires minimal training. 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, thereby resolving issues more accurately, improving first-call resolution rates and reducing repeat service calls.

“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,” added Myers.

JLG’s Virtual Remote Assistant capability is currently available for customers in North America, with the compant adding that performance may vary depending on the mobile device and connectivity.