JLG Introduces Virtual Remote Assistant for Equipment Support

JLG Industries, Inc., an Oshkosh Corporation business, has introduced the JLG Virtual Remote Assistant, a technical support tool designed to help technicians troubleshoot equipment and reduce downtime.

The system allows JLG technical support staff to connect with technicians in the field through a live visual session using a smartphone or mobile device. By accessing a secure link sent via text or email, technicians can share a real-time view of equipment without downloading an app.

“Every minute of downtime impacts productivity and profitability,” said Travis Myers, director of customer support, JLG. “The Virtual Remote Assistant allows our team to see exactly what technicians are seeing, enabling faster diagnosis, clearer guidance and more efficient resolution of service issues.”

The tool provides real-time visual support, allowing technical representatives to guide technicians step by step during service calls. Support agents can highlight or point to components on the technician’s screen, helping identify issues that may be difficult to locate through traditional phone-based troubleshooting.

JLG said the system is designed to improve accuracy in diagnosing equipment issues, increase first-call resolution rates and reduce repeat service calls. The interface requires minimal training, and technicians can begin a session by granting camera access on their device.

“By providing visual confirmation and guidance, the Virtual Remote Assistant helps technicians identify and resolve problems more quickly, reducing machine downtime and minimizing unnecessary service visits,” Myers said.

The Virtual Remote Assistant is currently available to customers in North America, with performance dependent on mobile device capabilities and connectivity.