Are support and service synonymous in your organization? You would be among good company if it were. Many organizations view these business functions as the same. Of the ones that do differentiate, few actually leverage them for the opportunity they offer. Let’s look at the differences.
Support is what product manufacturers do to keep the product [...]

Most equipment manufacturers invariably want to benchmark themselves against peers within every aspect of their business and remote service is no exception. They often are not trying to determine how much catching up they have to make but really want to confirm a suspicion that they are no further along than anyone else even after one to three years of trying. It is an unfortunate but comforting feeling when they report amongst the managers that everyone else is struggling too and no is really living up to what they have led the world to believe.

NASA is the best remote service organization in (and out of) this world. They have to be. Field service calls are way too expensive.
Listen to the narration. He talks about the field service engineer (astronaut) fixing a loose power supply cable. Look closely at the long boom. That’s a person hanging upside down from it. [...]