How JLG’s Visual Remote Assistant Transforms Equipment Support

Equipment downtime isn’t just frustrating; it’s expensive. Every minute a machine sits idle impacts productivity, schedules and profitability. While traditional phone-based troubleshooting has long been the backbone of equipment support, it doesn’t always provide the clarity technicians need when diagnosing issues in the field.

That’s why the JLG^® Customer Support team has begun using the Visual Remote Assistant, a powerful new capability that brings real-time visual troubleshooting directly to technicians wherever they’re working.

Moving Beyond Phone-Based Troubleshooting

Anyone who has worked through a technical support call knows the challenges of explaining what you see on a machine and translating verbal instructions into physical actions. Even experienced technicians can struggle when component labels are worn off, connectors look similar or machine configurations vary.

The JLG Visual Remote Assistant completely changes that dynamic.

With Visual Remote Assistant, JLG technical support experts can launch a live visual session with a technician using a smartphone or mobile device. After receiving a secure link via text or email, technicians simply tap to connect, no downloads or additional apps required. Once connected, JLG support specialists can see exactly what the technician sees and guide troubleshooting in real time.

This visual collaboration may eliminate guesswork and helps technicians pinpoint issues faster and more accurately.

Turning Two Sets of Eyes Into Faster Solutions

Many equipment issues stem from small but critical details — a loose connection, a misaligned plug or difficulty identifying the correct component. These types of problems can be difficult to resolve over the phone but become significantly more efficient when both parties are looking at the same thing.

During a Visual Remote Assistant session, the JLG Customer Support team can:

• Point to or circle components directly on the technician’s screen
• Guide technicians step-by-step through inspections or testing procedures
• Confirm part identification and connection locations
• Provide clearer instructions when markings or labels are missing or worn

By creating a shared visual reference, technicians can resolve issues more quickly, often may reduce the need for additional service visits or prolonged troubleshooting calls.

Supporting the Next Generation of Technicians

The equipment service industry is evolving as experienced technicians retire and new technicians enter the workforce. While newer technicians bring valuable digital fluency, they may not yet have extensive hands-on familiarity with specific machine layouts or components.

The Visual Remote Assistant helps bridge that knowledge gap.

By providing real-time visual guidance, the JLG Visual Remote Assistant gives less-experienced technicians added confidence when diagnosing and repairing equipment. Instead of relying solely on written instructions or verbal descriptions, they can work alongside JLG technical support experts who guide them directly to the solution.

At the same time, experienced technicians also benefit from the technology. The Visual Remote Assistant helps streamline communication, reduces diagnostic time and improves first-call resolution — regardless of a technician’s tenure.

Reducing Downtime and Improving Uptime

For fleet owners, rental companies and contractors, machine uptime is directly tied to productivity and profitability. Efficient troubleshooting means equipment returns to service sooner, helping customers maintain project timelines and maximize equipment utilization.

The Visual Remote Assistant contributes to improved uptime:

• Accelerates root cause identification
• Reduces repeat troubleshooting calls
• May help reduce on-site service visits
• Supports improved first-time diagnostics

Even small time savings can add up significantly across large fleets or busy job schedules.

Designed for Simplicity and Accessibility

Advanced technology only delivers value if it’s easy to use. The Visual Remote Assistant is intentionally intuitive for both technicians and support teams to manage.

Technicians simply click a link and grant camera access to begin a session. From there, the JLG support team can immediately begin guiding the troubleshooting process. The system requires minimal training and works with most smartphones, making it accessible across a wide range of users.

Strengthening Support Across the Equipment Lifecycle

The Visual Remote Assistant is one more way JLG continues to invest in supporting customers beyond equipment delivery. By combining expert technical knowledge with innovative digital tools, JLG helps customers maintain performance, reliability and productivity throughout the entire machine lifecycle.

As service demands continue to evolve, solutions like Visual Remote Assistant demonstrate how technology can enhance support experiences while helping customers solve real-world challenges — from technician training and efficiency to fleet uptime and operational performance.

Experience the Difference Visual Support Can Make

The Visual Remote Assistant is currently available to customers in the United States and is already helping technicians solve problems efficiently with greater confidence.

At JLG, innovation isn’t just about building equipment — it’s about building smarter solutions that help customers succeed on every job site. The Visual Remote Assistant is another step forward in delivering on that commitment.

JLG’s Customer Support team offers 24/7 self-service through the Online Express portal. Go to onlineexpress.jlg.com to get started.

You can also contact JLG team members via live chat on Online Express during regular business hours, as well as via phone or email:

• Phone: 877-JLG-LIFT (1-877-554-5438)
• Service Email: [email protected] (response within 8-12 business hours)
• Parts Email: [email protected] (response within 8-12 business hours

Let us know how we can help you! Reach out anytime to connect with a JLG representative: JLG.com/en/contact-us.