troubleshooting has long been the backbone of equipment support, it doesn’ t always provide the clarity technicians need when diagnosing issues in the field. Anyone who has worked through a technical support call knows the challenges of explaining what you see on a machine and translating verbal instructions into physical actions.
Many equipment issues stem from small but critical details such as a loose connection, a misaligned plug or difficulty identifying the correct component. These types of problems can be difficult to resolve over the phone.
The JLG Visual Remote Assistant changes that dynamic. With Visual Remote Assistant, JLG technical support experts can launch a live visual session with a technician using a smartphone or mobile device. After receiving a secure link via text or email, technicians simply tap to connect, without needing downloads or additional apps.
Once connected, JLG support specialists can see exactly what the technician sees and guide troubleshooting in real time. This visual collaboration can eliminate guesswork and helps technicians pinpoint issues faster and more accurately.
During a Visual Remote Assistant session, the JLG Customer Support team can:
• Point to or circle components directly on the technician’ s screen
• Guide technicians step-bystep through inspections or testing procedures
• Confirm part identification and connection locations
• Provide clearer instructions when markings or labels are missing or worn
By creating a shared visual reference, technicians can resolve issues more quickly, often reducing the need for additional service visits or prolonged troubleshooting calls.
Supporting Next Gen Technicians
As experienced technicians retire and new technicians enter the workforce, the equipment service industry is evolv-
July 2026 • www. thepartsconnection. org • 11