The Millennial generation or Generation Y includes those that are born between the 80s and 90s. They are a generation that grew up with mobile technology and the internet at their fingertips. This instant access to information has bred an inherent expectation that at work, as in their personal lives, they will have instant access to information, from any device, whenever they need it. And if they don’t get this, they won’t be happy.

Millennials are the new generation of the field service workforce. Forward-thinking businesses are making considerable effort to understand the drivers of this generation to ensure they attract and retain top talent. Generation Y’s are today’s 25 to 38-year-olds, and they make up 20.56% of the Australian population (5.13 million). They also make up the largest cohort in the workforce (33%). By 2025, Millennials will make up close to 70% of the total labour market, and their unique way of working is having a significant impact on all industries, including that of field service.


Generation Y population in Australia


Millienials percentage of the Australian workforce.


Total labour market by 2025.

How do Millennials approach their jobs?

These are the top things that Millennials are looking for when it comes to technology that supports them to do their jobs.

1. Collaboration

The constant change of field service work demands collaboration. With the masses of data that are being captured by most businesses, both in the field and in the office, the Millennial Field Tech expects to be able to share this information and collaborate with coworkers in real time. Field Service Management (FSM) software, such as NetSuite and NextService, do just that. They give mobile access to all relevant asset and customer information on a mobile device and allow the Millennial field tech a comfortable and familiar way to capture job-related information.

2. Integrated Mobile Technology

No one tends to love new technology more than the younger generation. For jobs to be done quickly and accurately, most companies use phones, tablets, and a combination of different software to capture the information they need both in the office and in the field. FSM Software gives a business a single platform of technology to manage every aspect of running a field service business. These systems simplify the technology ecosystem and expand the usefulness of captured data, as it can be reported on from a single database, rather than having to spend time aggregating data from different sources.

3. Autonomy

Millennials expect a level of independence in their roles and do not respond well to being restricted by physical work locations. It is a generation of problem solvers. They are entrepreneurial and autonomous in their actions, both at home and at work. They understand that technology can be used to complete mundane tasks, which free’s up their time to value-adding activities. These qualities can be harnessed to its fullest, by giving the Millennial the tools and technology to eliminate the mundane tasks, such as manual capturing of information or duplicating data entry.

Embracing flexibility with mobile field service software.

In the modern world, communication has become expected, and flexibility in communication is an essential factor that Millennials need in their work-life. With field service management software, flexibility is a key focus. Millennials will be able to see their entire schedule from their phones, sign in and out of a job and complete work orders. This way, workers would not have to make trips back to their office and can spend more time in the field, generating income.

These mobile applications also give Millennial technicians access to the information they need to do their jobs well, such as online manuals and guides on repairs. Because a library of information is now available from their smartphone, techs can solve problems faster and get access to the information they need to get the job done right the first time around.

Millennials champion field technology

Millennials can play a crucial role in assisting with technology change in a field service business. By embracing new technology, they can lead by example and help other generations in the company better understand the positive impact of technology, that might otherwise have been met with lacklustre enthusiasm.
How to manage Millennials effectively.

Maximising the efficiency of Millennial field services is necessary for field service organisations, and as time goes in, this is going to be amplified. Field Service businesses can help empower Millennials by:

1. Investing in technology

Give them what they want. In every aspect of their lives, Millennials are making the most of modern technology, and work should be no different. To satisfy the needs of this generation, businesses should be looking into technology that automates, increases efficiency and gives real-time access to information. Field Service Management Software, such as NextService by NextTechnik, does just this.

2. Giving them flexibility

The nature of field service is mobile, so many Millennials who choose a career in field service are not wanting to be tied to an office. If they can complete 100% of their roles outside the four walls of an office and spend more time actually generating income they will be more satisfied as workers than having limitations that they see as easily solvable.

Reasons why Millennials are suitable for field service

1. Millennials are result-oriented

In situations whereby customers are dependent on technicians to fix the necessary system to get their business up and running at full capacity as soon as possible, being practical is one of the things Millennials have in abundance.

2. Millennials are confident

Their parents have raised Millennials that can accomplish anything, and such encouragement tends to boost the confidence of generations entering the workforce.

3. Millennials are educated

Millennials are found to be the most educated generation in history. Millennials tend to improve their learning skills, which is vital for companies when trying to hire technicians based on their abilities.

Need a specialist’s free advice?

Feel free to call an expert in Field Service Enterprise Resource Planning Systems today. Find out how cloud-based technology can make your field business a real customer-centric beast.

Poor Adoption Leads to Poor Results: You Need Training & Change Champions

Maximising ERP Success: The Critical Role of Expert Training and Change Champions

Manufacturing and Field Service: Natural Partners

Maximise manufacturing efficiency through integrated field service. Choose Klugo for excellence in both.

A Success Strategy for Australian Manufacturers

This is a make-or-break moment for many Australian manufacturers. Learn where to invest and optimize in the years ahead to come out on top.

Technology and Change Management: Creating a Culture of Change

Embracing ERP for innovation and efficiency requires a shift in organizational culture. Klugo helps tailor change management for success, recognizing technology as just the beginning of transformation.

AI, AR & IoT: Don’t Let Unlinked Smart Technology Go Rogue

Unlock productivity & exceed customer expectations! Learn how tech solutions like Next Service ERP transform field service management in FY23–24.