ing. While newer technicians bring valuable digital fluency, they may not yet have extensive hands-on familiarity with specific machine layouts or components.
The Visual Remote Assistant helps bridge that knowledge gap. By providing real-time guidance, it gives less-experienced technicians added confidence when diagnosing and repairing equipment. Instead of relying solely on written instructions or verbal descriptions, they can work alongside technical support experts who guide them directly to the solution.
At the same time, experienced technicians also benefit from the technology. The Visual Remote Assistant helps streamline communication, reduces diagnostic time and improves first-call resolution regardless of a technician’ s tenure.
Reducing Downtime
For fleet owners, rental companies and contractors, efficient troubleshooting means equipment returns to service sooner, helping maintain project timelines and maximize equipment utilization.
The Visual Remote Assistant contributes to improved uptime by:
• Accelerating root cause identification
• Reducing resolution time
• Minimizing repeat site visits
• Supporting first-call fix rates
With this technology, the process of diagnosing and correcting equipment failures can become significantly more efficient because both parties are looking at the same thing at the same time. These new capabilities bring real-time visual troubleshooting directly to technicians wherever they’ re working.
As service demands continue to evolve, technology can enhance support while helping solve real-world challenges from technician training and efficiency to fleet uptime and operational performance.
Travis Myers is the Director of Customer Support at JLG Industries, Inc., an Oshkosh Corporation business and a manufacturer of mobile elevating work platforms( MEWPs) and telehandlers.
12 • 800-247-2000 • July 2026