JLG Industries has launched the Virtual Remote Assistant, a new tool that enables real-time visual communication between field technicians and support teams to assist with equipment troubleshooting.
The system connects technicians with JLG support professionals through a live session on a smartphone or mobile device. Using a secure link sent via text or email, technicians can share what they are seeing in the field without requiring additional software or downloads.
“Every minute of downtime impacts productivity and profitability,” said Travis Myers, director of customer support, JLG. “The Virtual Remote Assistant allows our team to see exactly what technicians are seeing, enabling faster diagnosis, clearer guidance and more efficient resolution of service issues.”
The platform is designed to improve service efficiency by replacing traditional phone-based troubleshooting with real-time visual guidance. During a session, support personnel can identify and point out specific components on the technician’s screen, helping to clarify instructions and speed up issue resolution.
JLG said the system supports more accurate diagnostics, improves first-call resolution and reduces the need for repeat service visits. The interface is designed to be intuitive, requiring minimal training for technicians to use.
“By providing visual confirmation and guidance, the Virtual Remote Assistant helps technicians identify and resolve problems more quickly, reducing machine downtime and minimizing unnecessary service visits,” Myers said.
The Virtual Remote Assistant is currently available in North America and is intended to support equipment across its lifecycle. Performance may vary depending on mobile device and connectivity.
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