Packaging and processing machine service doesn’t stop at the North American borders—even when those borders are fraught with turmoil. As OEMs continue to expand into emerging and remote markets, the need for on-the-ground technical support in high-risk regions is just as critical as it is in more stable regions. Providing this support comes with challenges that demand both strategic planning and human-centered policies, and PMMI’s 2025 Quickie Survey on “Service in High-Risk Countries” offers valuable insight into how manufacturers are navigating this complex reality. The survey reveals a patchwork of approaches from respondents, shaped by company size, regional risk levels, and operational necessity.
Handle with care
Nearly half (46.5%) of the respondents provide field service support in high-risk countries, despite ongoing challenges such as political instability, violence, and public health concerns. For these companies, safety is paramount. Among the most common strategies deployed are travel insurance and risk coverage (56.7%), security training (36.7%), and equipping technicians with U.S. embassy contact details (30.0%). Baseline tactics include enrolling staff in the U.S. State Department’s STEP program, or closely watching the Department’s travel advisories, avoiding countries rated at Level 4 risk or higher.
Not surprisingly, larger OEMs are more likely to take on the risks associated with these deployments. Nearly 90% of companies with revenues over $250 million operate in high-risk regions, compared to just 44.4% of companies under $10 million. While the former group often has the infrastructure and capital to deploy comprehensive safety measures—including security guards, local employee guides, and even specialized training programs—the latter group must be far more selective.
One executive summed it up plainly: “We will not put our FSTs in unsafe conditions and are firm on this. It doesn’t matter if it’s in a different country or a dangerous U.S. city. It is up to us to be their advocates.”
A such thing as too high-risk
Field technician assignments, even for large firms, are rarely mandated. A vast majority of companies, across all revenue levels, allow technicians to opt out of high-risk deployments.
In the words of one survey respondent, “Personnel safety will always come first. That’s not just a policy—it’s the culture we’ve built.”
When travel is necessary, companies are finding creative ways to reduce risks, viewing safety not just as a compliance check, but as an essential part of operational planning. Many rely on customer support to ensure secure transportation and lodging are arranged before sending technicians. Others use the “buddy system,” sending two technicians together. Local partnerships also play a key role, especially for firms that can't or won't send staff overseas. In some cases, companies only use third-party providers or limit services to remote support. When it becomes necessary to send technicians into potentially dangerous areas, some firms offer bonuses to technicians who take on high-risk assignments, but this was the exception, rather than the rule.
As global supply chains remain volatile and customer installations span increasingly diverse markets, the pressure to maintain exceptional service—safely—will only grow, and OEMs must continue refining their risk assessment protocols to meet those needs.
