In medical device companies, the frontline doesn’t just refer to one type of worker. It’s a diverse ecosystem of field-based roles, each with unique responsibilities, tools, and training needs.
Most of the leaders I speak with across business operations, digital transformation, change management, and IT, are focused on enabling field service engineers: the folks responsible for installing, servicing, and maintaining high-stakes medical equipment. These teams are deeply technical, highly mobile, and essential to patient safety and compliance. And yet, their training on the software they rely on, whether it’s for work order management, ticket coding, or compliance documentation, is often lacking.
At the same time, I’ve been exploring how sales reps in med device, those managing hospital relationships, placing orders, or logging case activity, have an equally critical (and often overlooked) need for digital training. It’s a use case I’m excited to learn more about, because the challenges sound very familiar: high pressure, mobile environments, and tech that isn’t always intuitive.
Same Company, Different Needs
The difference between reps and techs may seem obvious, but it often gets ignored when it comes to how software rollouts are handled.
Field service techs are typically using tools like ServiceMax, SAP FSM, or other field service platforms to perform and record complex tasks. A single mistake (or a forgotten step) can delay procedures or compromise compliance. These teams need precise, step-by-step training built into the flow the workday.
Sales reps, on the other hand, rely on CRMs, ordering tools, and mobile apps to capture everything from product samples to case notes. Their workflows happen fast, often in hospitals or operating rooms. A rep who can’t confidently use the system in real-time may delay an order, miss a follow-up, or frustrate a customer.
Despite these differences, many med device companies rely on the same generic training for both groups; often classroom-based, static documentation, or LMS modules that don’t reflect real-world usage.
Real Work Happens in the Field. So Should the Training.
That’s where Skyllful comes in. Our digital training platform delivers interactive, on-device simulations that mimic the exact workflows your frontline teams use. Whether they’re a field tech servicing equipment or a sales rep placing an order, they can walk through the right process in a risk-free environment before ever doing it live.
The leaders I work with love that Skyllful helps reduce SLA penalties, improve time-to-productivity, and drive better compliance.
If you’re planning a tech rollout or struggling with adoption across your field teams, I’d love to hear what you’re working on. Whether it’s for technicians, reps, or both, we can help ensure your people are ready.
Connect with Madison on LinkedIn or schedule an intro call to learn more!