Surf the Silver Tsunami: 3 Keys to Capturing Expert Knowledge Before It’s Gone for Good

When pro surfers talk about big waves, they rattle off a list of names like Nazaré, Mavericks and Dungeons.

But in field service, there’s only one wave anybody cares about: The Silver Tsunami.

That’s the nickname for the massive generational shift that threatens to cut field service off at the knees. It’s supposed to change everything, disrupt business and bring entire industries grinding to a halt.

But all is not gloom and doom. The sky is not falling. The end is not so near.

Because with the right strategy and mindset, you can turn the Silver Tsunami into a golden opportunity.

Yes, it’s a big, scary wave. But there are people who ride big, scary waves for fun every day.

And those people understand survival (and success) depends on the right strategy and skills.

That’s why, instead of buckling down and bracing for impact, we recommend facing the coming crisis with the courage of a big wave rider.

If you put the right plan and processes in place, your organization can harness the momentum of this tsunami and ride it all the way back to the beach.

The term Silver Tsunami was coined in the early 2000s to describe the massive retirement wave of the Baby Boomer generation. It’s a workforce milestone that has far-reaching implications for lots of global industries, not just field service.

As experienced workers exit, organizations must deal with a decreased headcount and a critical loss of institutional knowledge, technical proficiency, and seasoned leadership.

In the field service sector—where hands-on expertise and deep familiarity with complex systems are essential—the Silver Tsunami threatens to devastate workforce readiness and operational continuity.

Service organizations face serious obstacles, including:

A Seismic Demographic Shift: Baby Boomers, born between 1946 and 1964, are retiring at an accelerating pace, leaving a gap in critical roles that require years of training and experience. Many companies are already struggling to attract fresh talent.

Growing Skills Gaps: Younger workers entering the field often lack the hands-on experience needed to handle intricate systems or troubleshoot effectively in high-stakes scenarios. Legacy equipment puts them at a disadvantage.

Lack of a Knowledge Transfer plan: The tacit knowledge that seasoned technicians have—built over decades of on-the-job learning—is difficult to document or transfer easily to new hires. If there’s no preservation plan in place, all that know-how could walk out the door when the employee leaves.

Increased Demand for Talent: As industry grows more reliant on field service to support advanced technology, the demand for skilled technicians is outpacing supply. In many parts of the world, pipelines for new service talent are drying up.

The clock is ticking.

But the Silver Tsunami situation is not hopeless.

Because with the right strategy, teams and technology, there are ways to bridge that knowledge gap between seasoned veterans and the next generation of field technicians.

Fortunately, just as millions of skilled workers are leaving their organizations, new technologies have emerged that can act as force multipliers for those who remain.

Today’s innovative service teams rely on artificial intelligence (AI), augmented reality (AR) and remote visual support to raise the speed (and quality) of service while lowering the costs of operation.

And AI-powered digital automation can reduce and nearly eliminate the most mundane and repetitive tasks, freeing technicians to focus on higher priority jobs and customers.

In terms of tools to boost productivity and efficiency, it’s an embarrassment of riches.

But the biggest trick for field service leaders is leveraging those tools before it’s too late.

Great surfers make it look easy, but nobody was born standing on a board.

Learning to ride a wave takes work, whether it’s an 80-footer off the coast of Maui or a talent crisis that’s headed straight for your commercial printing division.

It’s a journey and a process that you take one ride at a time. Ask a veteran surfer how to get better and you’ll probably hear:

• Choose the right gear.

• Be patient and persistent.

• Never stop learning.

It’s not much different for field service leaders faced with the biggest wave of retirements in decades.

You’d better believe that the best surfers in the world get picky when it comes to boards. The right equipment matters, even if it’s just a pair of swim trunks.

The same goes for field service. Any team that isn’t diving headfirst into the 21st-century technology pool is just treading water. Digital tools today make it easier than ever to capture, retain, and share the practical wisdom held by veteran workers.

Here are some solutions that service leaders can implement to soften the impact of the Silver Tsunami:

Remote Visual Support: Visual support tools allow younger technicians to access real-time guidance from experienced workers, even post-retirement. By enabling live, visual ‘over-the-shoulder’ mentorship, new techs can learn as they go, with expert advice on hand.

Knowledge Management Systems: These systems store best practices, step-by-step tutorials, and field notes in a centralized, searchable database. This is a digital ‘knowledge library’ that ensures critical information is always accessible.

Augmented Reality (AR) and Virtual Reality (VR): AR and VR provide immersive training experiences, replicating field conditions so that new technicians can practice complex tasks with guidance from seasoned professionals.

Mobile Apps with Knowledge Checkpoints: Mobile tools let techs access procedures, review steps, and ensure they’re on the right path, providing just-in-time knowledge in the field.

Wipeouts happen. But instead of packing it in, true pros paddle back out and try again. While riding a wave and repairing an MRI machine are worlds apart, nothing good ever comes from giving up.

Replacing experts with novices takes time. The key is to take advantage of every job, every call and every challenge during the transition period. Teach and learn one step at a time.

Keep all that hard-earned know-how in house with some of these tactics:

Peer-to-Peer Mentorship Programs: Pair new techs with experienced ones, allowing them to learn from firsthand experience. Rotate mentors to give new hires a broader skill set.

Document-as-You-Go Method: Encourage veterans to document processes while they work. This method captures not only ‘what’ they do but ‘why’ they do it.

On-the-Job “Shadow” Training with Remote Assistance: Set up sessions where experienced techs guide new hires remotely, offering real-time problem-solving support.

Gamification of Knowledge Sharing: Use a points or rewards system to encourage sharing of expertise, transforming knowledge transfer into a fun, engaging activity.

Veteran surfers can tell what’s coming just by watching the wind on the water. That kind of insight only comes from years in the ocean. In service, sharing tips and tricks acquired through decades in the field can give fresh recruits a leg up and shorten those long (and expensive) learning curves.

The fastest shortcut to mastery starts with sharing:

Foster a Culture of Learning: Encourage all generations to participate in skill-building and knowledge sharing, create a workplace where learning is valued at every level.

Recognize and Reward Contributors: Celebrate both veterans who share expertise and new hires who quickly absorb and apply it.

Celebrate Wins: Highlight successes where knowledge transfer led to project success or a solved problem.

The Silver Tsunami is coming.

The numbers are scary, and the workforce gaps are daunting.

The field service industry is going to take a direct hit.

And if “coming up with a plan” is still on your to-do list, you’ve got your work cut out for you.

The window of opportunity is closing, but it’s not too late to swap your “do nothing” strategy for a commitment “do something” now.

There are visionary tools that make it easier than ever to build momentum and efficiency for your next generation workforce. By capturing knowledge from veteran workers and using technology to smooth the transition, service leaders can prevent costly disruptions and setbacks in service.

Don’t let years of wisdom get washed away; start implementing these strategies and tactics now to ensure your team is ready for the future.

All you need to do is raise your hand to get started.