Monitoring software

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Overview
Equipment downtime is costly and reduces productivity. Traditional phone-based troubleshooting can limit clarity when diagnosing field issues. JLG® Customer Support uses the Visual Remote Assistant to provide live visual troubleshooting directly to technicians at the worksite.

At a Glance

• Real-time visual support: Connect instantly with JLG technical experts who view the technician's live camera and guide troubleshooting
• Efficient problem resolution: Reduce guesswork, improve first-call fix rates and shorten downtime
• No app required: Start a session by tapping a secure link sent via SMS or email
• Supports technicians of all experience levels: From new technicians to seasoned professionals
• Improves fleet uptime: Return equipment to service faster, improving utilization and ROI

How it works
The Visual Remote Assistant launches a live visual session between a technician and a JLG support specialist using a smartphone or mobile device. Technicians join via a secure link—no downloads needed. Once connected, JLG specialists see the same view and provide step-by-step guidance in real time.

Key capabilities
Visual collaboration focuses on small but critical details that are hard to convey by phone.

• Point or draw on the technician's screen to highlight components
• Guide inspections and testing procedures step-by-step
• Confirm part identification and connection points
• Deliver clearer instructions when labels or markings are missing or worn

Supporting technicians
The tool helps transfer knowledge as experienced technicians retire and new technicians enter the workforce. Real-time visual guidance increases confidence, reduces diagnostic time and supports higher first-call resolution.

Reducing downtime and improving uptime
Faster diagnosis and clearer guidance help return equipment to service sooner.

• Accelerates root cause identification
• Reduces repeat troubleshooting calls
• Can reduce the number of on-site service visits
• Supports improved first-time diagnostics

Designed for simplicity and accessibility
Technicians click a secure link, grant camera access and begin a session. The system requires minimal training and works with most smartphones.

Availability
The Visual Remote Assistant is currently available to customers in the United States.

Technical specifications

• Product name: JLG® Visual Remote Assistant
• Real-time video collaboration between technician and JLG support specialist
• No app download required — connection via secure link
• Compatible with most smartphones and mobile devices (camera access required)
• Capabilities: on-screen pointing/circling, guided inspections, part identification support
• Benefits: faster diagnosis, improved first-call resolution, reduced downtime, potential reduction in on-site visits
• Geographic availability: United States