This thesis investigates the efficacy and potential enhancements of FPT Industrial’s cutting-edge technology, Remote Master, within the context of improving service quality and operational efficiency. Remote Master stands as a virtual support platform, facilitating seamless communication between remote experts and on-site field technicians by providing real-time visual access to the technician’s surroundings. The system integrates hands-free vision devices and innovative diagnostic tools, empowering experts to offer guidance and support as if physically present. The primary objective of this study is to conduct a comprehensive quality assessment of Remote Master’s performance, examining its impact on service quality, vehicle downtime reduction, and customer satisfaction levels.