GE Power is a world leader in power generation. Its innovative technologies and digital offerings make power more affordable, reliable, accessible and sustainable across the globe. GE Power’s digital power plant, gas turbines, full balance of plant, upgrade and service solutions, and data-leveraging software are utilized across 7 regions, covering over one third of the world’s electricity. With thousands of field technicians in over 150 countries, GE Power Services is essential to keeping this electricity flowing.


GE Power


10,001+ employees

Schenectady, NY


“There is really something to this virtuous cycle of connected asset data that delivers better visibility and information, advanced analytics that provide predictive indicators to failure, and accurate service histories that feedback to improve those indicators.”

Trey Keisler
CIO, Global Operations

ServiceMax Customer Video: GE Power Services


Long term staffing is extremely vital to GE Power Services. It takes 18 months to train one technician before GE Power Services can send them to a job. “Because of that, it’s extremely important to plan 24+ months ahead of time,” explained Keisler.

GE Power Services wanted to move away from manual scheduling and dispatch in order to optimize resource utilization of its 6,000 field technicians. The business knew if it could create greater efficiencies in planning their technicians’ work, improve their effectiveness on the job, and decrease their reliance on contract staffing, they could see a huge impact.


ServiceMax Dispatch Console was central to the strategy to make GE Power Service technicians more efficient and successful. It starts with increasing the field engineer’s applied time­: by filtering technician skills and other factors, ServiceMax better matches engineers to the work—increasing their effectiveness on the job, and ultimately decreasing time spent on the job.

“We needed to accurately measure that productivity through utilization metrics and use it alongside our future demand forecasts to plan capacity and optimize costs,” according to Keisler. The combination of Predix, APM, ServiceMax, and their analytics provide a detailed understanding of operational data such as utilization and regional performance.


Since deployment in 2012, GE Power Services has seen an efficiency increase of 7%. Each point of increase saves the company $5 million to the bottom line, thus, the business has saved $35 million over the last 5 years.

“ServiceMax gave us visibility to not only engineers’ availability but also their skills and expertise. It also closed big gaps in the information we needed to accurately forecast and plan for demand,” said Keisler.

Now, getting GE Power Services’ field service technicians to the right place at the right time is no longer an issue. “If you haven’t started to take advantage of what IIoT can deliver and this cycle of improvement, I say it’s time to start making the investment in tools, like ServiceMax, that can help you get there.”