AUGMENTED ΞNTERPRISE SUMMIT 2022 SPEAKER
Doug House is the Manager of Technical Support for Porsche Cars North America. Current responsibilities include managing 11 Field Technical Managers across the USA as well as the internal Technical Support Hotline in Atlanta. Doug has been with Porsche Cars North America for 20 years in various Technical Support roles including 12 years as the Field Technical Manager for Area South. In addition Doug spent 15 years with Porsche Dealers in Kansas and Oregon before joining PCNA in1998.
Doug is a 1983 Graduate of Wyoming Technical Institute.
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In this video, Doug House, Manager for Technical Support at Porsche Cars North America, shares his team’s journey from first discovering smart glasses at EWTS 2016 to piloting and rolling out Tech Live Look, the Atheer-powered remote technical support solution that has helped Porsche speed up issue resolution by 40%.
Find out how Porsche settled on a software partner and choice of hardware, plus lessons learned and unexpected findings from the POC and pilot phases.
There are some problems that stump even expert Porsche mechanics. Maybe it’s a rarely seen warning light indicating an obscure sensor fault or difficulty isolating a noise. To resolve these hard-to-fix issues, Porsche employs a team of 11 field technical managers in North America that are dispatched to work directly with dealerships on-site. Covid-19 has sidelined these experts for now, but transportation is critical during a pandemic, and fixing cars is often a problem that can’t wait. That’s where Porsche’s “Tech Live Look” glasses come in.
Since the completion of a national rollout earlier this year, U.S. Porsche dealer partners have had a new, high-tech tool in the workshop: augmented reality. A pioneering initiative in the industry, Porsche “Tech Live Look” uses smartglasses to let technicians connect remotely with experts hundreds of miles away when they encounter an unusually complicated situation