By: Paul Steyn - Project Manager for Field Services, Anglophone Africa, Schneider Electric

Today’s relentless pace of innovation and technological change means that businesses face the stark reality of either adapting or falling behind. For Field Services teams, this is not just a technical challenge, but also a strategic opportunity – by equipping customers with hands-on experience using their own systems, we move beyond passive support and into active empowerment.

Training is essential, as the first line of support for any install base is the on-site personnel tasked with maintaining it. At Schneider Electric, we prioritise equipping these individuals with the right skills through regular, hands-on training tailored to the systems they manage.

While classroom and online training are valuable, some scenarios demand site-specific, system-level instruction. Our customised training combines practical on-site sessions with digital reinforcement, ensuring teams gain confidence and competence in real-world conditions.

Investment in this kind of training can be resource-intensive, but the return, reliable operations, reduced risk and long-term asset protection, is clear. We help customers assess technical proficiency, from entry-level to expert, and map training needs accordingly.

Safety and equipment longevity

Ultimately, upskilling is not just about capability but also about safety, trust and protecting the integrity of the install base. Unqualified personnel working on complex systems pose serious risks. That is why we offer not just training, but strategic support to build resilient, future-ready teams.

Effective training begins with understanding the skills portfolio of your team. A theoretical baseline is useful, but real impact comes from aligning training to each individual’s experience, education and proficiency level. For example, in a team of five, two with five years’ experience, three with fifteen, the training needs will differ significantly. A one-size-fits-all approach risks under-serving some and overwhelming others.

That is why initial assessments are critical. Clients must be advised on which personnel should attend which courses, ensuring training is targeted and relevant. Classroom and online modules are a strong foundation, but hands-on, site-specific skills transfer is where real capability is built.
Our asset management and service level agreements (SLAs) support this by embedding Schneider Electric personnel on-site, allowing customer teams to shadow and learn in real time. Once foundational training is complete, we move into practical, equipment-specific instruction, customised to the site and the systems in use.

The more skilled the on-site team, the safer and more efficient the operations. Technicians and engineers who understand the implications of procedures, the scope of work and equipment objectives are far better equipped to prevent anomalies, reduce risk and maintain uptime.

Learning in real time

Regular training ensures personnel stay aligned with the latest requirements, boosting not only safety and operational continuity but also individual confidence and job satisfaction. Upskilling builds trust between Original Equipment Manufacturers (OEMs) and the end user, putting a face to the name and enabling smoother support, whether through telephonic assistance or direct engagement.

The first line of defence in any operation is the people on site. The more skilled they are, the more proactive they can be in maintaining equipment, solving issues and optimising system performance. Regular training ensures personnel not only understand the latest market developments but also unlock the full functionality of the equipment they work with.

Shaping strategies through visibility

Training also enhances visibility across the install base, which is critical for shaping short- and long-term strategies. It informs decisions around spares, lifecycle planning, migration projects and team development. When training is embedded into operational systems, it strengthens relationships between OEMs and end users, creating open lines of communication not just for emergencies, but for planning, technical queries and continuous improvement.

Ultimately, in-person training offers mutual value. Customers gain confidence and capability, while Schneider Electric gains insight. These sessions often reveal specialised knowledge from end users who have worked on specific systems for years, knowledge that complements our broader system expertise. Every site visit is a learning opportunity, and customer feedback is essential to refining our support and solutions.