Despite the influential impact of knowledge transfer insuccess of industrial domains, organizations still struggle tomanage and maintain their experts’ knowledge andexpertise. In this work, I target remote support engineers,and propose a model that supports them in capturing,visualizing, validating and sharing their knowledge in away that is easily replicable in the future as well providingthe means to access the right expert with the requiredexpertise in case of shortage on documented knowledge.Based on field studies conducted, I identified remotesupport engineers’ needs for exchanging their knowledgeand experiences gained during troubleshooting tasks. Thedesign of the model was achieved by combining thetheories of knowledge acquisition and applying HCIvisualization tools. Finally, I conducted a participatoryevaluation with experts from industrial sites to evaluate themodel. The results of the evaluation indicate positivefeedback towards the model presented and potential forimproving the efficiency of troubleshooting procedures. / Trots den inflytelserika effekterna av kunskapsöverföring i framgången för industriella domäner, organisationerfortfarande kämpar för att hantera och underhålla deras experter kunskap och expertis. I detta arbete, jag riktafjärrsupport ingenjörer, och föreslå en modell som stöder dem i fånga, visualisera, validering och dela sin kunskap påett sätt som är lätt replikerbar i framtiden ger möjlighet att få tillgång till rätt expert med erforderlig expertis i frågaom brist på dokumenterad kunskap. Baserat på fältstudier som genomförts, identifierade jag fjärrsupport ingenjörerbehov av utbyte av sina kunskaper och erfarenheter under felsökning uppgifter. Utformningen av modellen uppnåddesgenom att kombinera teorier om kunskapsinhämtning och tillämpa människa-datorinteraktion visualiseringsverktyg.Slutligen genomförde jag en utvärdering deltagande med experter från industriområden att utvärdera modellen.Resultaten av utvärderingen visar positiv feedback till modellen presenteras och potential för att förbättraeffektiviteten i felsökning.

Despite the influential impact of knowledge transfer in success of industrial domains, organizations still struggle to manage and maintain their experts’ knowledge and expertise. In this work, I target remote support engineers, and propose a model that supports them in capturing, visualizing, validating and sharing their knowledge in a way that is easily replicable in the future as well providing the means to access the right expert with the required expertise in case of shortage on documented knowledge. Based on field studies conducted, I identified remote support engineers’ needs for exchanging their knowledge and experiences gained during troubleshooting tasks. The design of the model was achieved by combining the theories of knowledge acquisition and applying HCI visualization tools. Finally, I conducted a participatory evaluation with experts from industrial sites to evaluate the model. The results of the evaluation indicate positive feedback towards the model presented and potential for improving the efficiency of troubleshooting procedures.