This paper presents an industrial application of VR, which has been integrated as a core component of a virtual technical support system. The problems that often impede conventional technical support and the way in which a virtual technical support system can overcome them are discussed. Field engineers are able to use the system to access improved information and knowledge through their laptop computers while on-the-job. Thereby, taking advantage of scarce investment resources. When used in synergy, the application of VR, multimedia, coordinated multiple views and knowledge-based technologies can be shown to significantly reduce technical support costs. Initial results are presented showing the effectiveness and benefits of such a system for field engineer support in the water and ventilation hygiene industry.