Service Council inService™ Podcast Series: Recent Episodes
David Nour
Interviews uncovering best practices by world-class Service, Customer Experience, and Customer Support Executives
In the fast-paced service world, “You don’t know what you don’t know” has never been more accurate. With rapid technological changes and constant new challenges, selecting the right AI tools for your organization can feel overwhelming. As the pressure mounts to see quick returns on AI investments, how can service leaders choose strategic capabilities that adapt to future unknowns?
Join us on the inService™ Podcast as host Gerardo Pelayo, Ph.D. sits down with Tas Hirani, Aquant’s Director of Revenue Operations and Enablement. In this episode, Tas will share real-world personalized AI use cases and reveal how to ensure these technologies lead to long-term success in service operations.
An AI expert, Tas has guided companies like Comfort Systems USA, Hologic, Ricoh, and Beckman Coulter in successfully implementing personalized AI at scale.
What’s perfect for today's needs might not suit tomorrow’s demands. Don't miss this insightful discussion that will prepare you for navigating the evolving landscape of AI in service.
In a business context which is so broadly and rapidly transforming, including the expectations of customers and service providers alike, the available data, or the emerging technologies, effectively managing change is unquestionably critical. Yet, the fact that over 80% of initiatives keep falling short of expectations denotes a systematic flaw in how change is being managed.
Join the inService™ Podcast Live on Thursday, May 23rd at 12PM ET as hosts John Carroll and Gerardo Pelayo welcome Alan Schaefer, CEO and Founder of Banding People Together. An expert at change management and cross-functional team building, Alan will share what he’s learned from helping some of the biggest brands successfully influence their teams and accelerate results. He’ll discuss common barriers service leaders face when it comes to the “people” element of change management and offer prescriptive ways to get the whole team in the groove.
Alan Schaefer is the founder and Chief Executive Officer of Banding People Together, a supergroup of scientists, strategists, former C-Suite executives, and rock stars who help teams and organizations get in the groove by tuning up soft skills that get in the way of results. His music-centric, data-driven approach is designed to help C-suite leaders understand how their individual characteristics influence their interactions with others, while also identifying quick "mix moves" to enhance collaboration, find your organization’s groove, and amplify outcomes.
Artificial Intelligence (AI) continues to rise in priority among service organizations. The 2024 Service Leader’s Agenda survey revealed that it would be the most invested-in technology this year, with 62% of service leaders indicating investment plans. This is also a massive 32% leap from last year, surpassing investment in Business Intelligence (BI) and Field Service Management (FSM) technology. However, while organizations seem initially eager to invest, service leaders still have a complex journey ahead of them to translate the promise of AI’s benefits into a “beyond the pilot” reality.
Join the inService™ Podcast as host John Carroll welcomes guest Sarah Rose, Vice President of Global Services for Daktronics. Having recently overseen Daktronics AI initiative, Sarah will reflect on her journey to date, with an emphasis on what has gone well, what adjustments were needed, and the lessons learned having the benefit of hindsight. She’ll discuss Daktronics’ evaluation process, working with their data structure, and the challenges of implementing AI for the first time in enterprise organizations.
As an experienced Global Services leader, Sarah has spent the better part of her career supporting customers whose systems are mission-critical to their operations. As Vice President of Global Services for Daktronics, Sarah’s team is accountable for the installation and support of over 5.6B installed products across the globe. She was the driving force behind the standardization and improvement of global service foundational approaches that (1) facilitated the development and execution of global service processes, (2) increased the service team's performance, execution, and productivity with development teams, tools/technology, and data and (3) led the era of customer self-service. Sarah holds an MBA from Western Governors University.
The talent shortage continues to beleaguer service leaders. According to the 2024 Service Leader’s Agenda survey, 64% say this is having the biggest impact on their business. Organizations are being forced to think outside the box when it comes to recruitment and retention strategies, while qualified workers are fielding multiple job offers. How do service leaders set themselves apart from competitors and build a talent strategy that will withstand the ever-widening talent gap?
Join the inService™ Podcast Live on Thursday, April 18 at 12PM ET as host John Carroll welcomes guest Tom Parker, CEO of RL People. Tom will share what he’s learned in his years as a recruiter in the aftermarket space, including what makes companies appealing to potential recruits, how he is seeing organizations stand out in a tight labor market. He’ll also talk about the strategies he recommends for future-proofing your talent strategy and building up the team of tomorrow.
Prior to setting up RL People in late 2016, Tom spent the previous 20 years working across global reverse logistics and service supply chains. Tom led sales teams in EMEA, APAC and the Americas, delivering turnkey solutions encompassing recovery, returns, repairs, refurbishment, recycling, spare parts management, logistics and fulfilment, to clients ranging from global OEMs to regional providers. With a genuine passion for the fast-growing, dynamic landscape of service supply chains, Tom launched RL People to provide talent & recruitment services to these markets globally.
Industry trends, research and insights play a critical role in a service leader’s ability to make impactful business decisions. However, as service continues to evolve at a rapid pace, translating those insights into practical innovation is becoming more of a challenge. How can service leaders bridge the divide between research and action to forge a more transformative path forward for their organization?
Join the inService™ Podcast Live on Thursday, April 4th at 12PM ET as host John Carroll welcomes a very special guest: Gerardo Pelayo, Ph.D., Service Council™’s new Vice President of Research and Advisory. The pair will talk about Gerardo’s background in academia, the value his addition brings to our community and some common themes he’s seeing in initial partner and member discussions. They will also discuss the preliminary findings of our recent research effort around service supply chain and parts management.
Gerardo Pelayo, Ph.D. is the VP of Research & Advisory for Service Council. With a hybrid background that integrates cross-industry hands-on experience with his depth as an analytical modeler (Ph.D. in Logistics & Supply Chain from the MIT-Zaragoza International Logistics Program) built on a process-driven foundation as an Industrial Engineer, Gerardo brings to the table a prescriptive communion between dynamic innovation and operational pragmatism.
The 2024 Service Leader’s Agenda revealed that 72% of service leaders are prioritizing new technology investments. Many of the technology priorities are signaling a renewed attention towards workforce productivity, first-time fix rates and throughput. However, as customer expectations reach all-time highs, more organizations lean on extended networks to achieve efficiency gains. It is critical that they do so in a way that balances efficiency with quality. To find this balance, many service leaders are turning to automation to do things well, while also doing them quickly.
Join the inService™ Podcast Live on Thursday, March 21st at 12PM ET as host John Carroll welcomes guest Thomas Thullier, General Manager North America for Deepomatic. Thomas will talk about how service leaders are automizing quality control through AI and computer vision to drive consistency and value across their entire network.
Thomas Thuillier is the General Manager North America and an officer of Deepomatic. As one of Deepomatic’s first employees, he has been working very closely with the founding team on their global strategy and on the focus on the field service industry. With responsibility over the US and Canadian markets, Thomas has contributed to positioning Deepomatic as a global leader of the First Time Right movement and a trusted supplier in the Telecom industry.
Thomas holds a MSc. in Corporate Finance and Political Science from the prestigious Sciences Po institute in Paris. Prior to joining Deepomatic, he worked in finance and logistics for a beverage distribution and manufacturing company in D.C. and New York.
The imperative around Generative AI is clear: embrace it or be left behind. Service Council research continues to show that AI investment continues to climb in terms of priority. However, while service leaders are readily getting the go ahead for AI pilots, many are hitting a wall when it comes to bringing AI to scale. One of the primary impediments is the lack of a foundational data strategy which serves the purpose of building a platform for AI to achieve scale.
On the next episode of the inService™ Podcast Live, host John Carroll taps into the AI expertise of our guest, Haroon Abbu, SVP of Digital, Data and Analytics at Bell and Howell. Haroon will address the “how-to” of implementing AI: how do service leaders build the right team, data strategy, change management initiatives and business case to successfully realize AI at scale?
Haroon Abbu is the Senior Vice President of Digital, Data, and Analytics at Bell and Howell. He has vast experience and expertise in leading digital transformation efforts, leveraging state-of-the-art technology to create customer-focused successes and strategically bring valuable analytics insights into vital elements of the business. A recipient of multiple awards including the data leader of the year finalist, recognition in the 2022 Global Top 100 Innovators in Data and Analytics report, and dataIQ 100 The Most Influential People in Data, Haroon has realized digital transformation to bring about organizational breakthroughs that have empowered employees and facilitated customers to obtain greater value from its services.
Year-over-year, field service management (FSM) software remains a top technology investment for service leaders. In 2024, nearly 40% of service executives say they will be investing in field service management (FSM) technology, according to the Service Leader’s Agenda survey. In fact, FSM remains one of the top investments year-over-year. Interestingly, many of these plans are for expanded, not new, investments. This signals that service leaders have yet to fully unlock the power of their tech stack.
Prateek Chakravarty, CEO of Zinier, stops by the podcast studio to discuss how he is seeing organizations tailor their tech stack to fit the nuances of their business requirements, while delivering value to every stakeholder. He’ll also touch on his own rise from field service engineer, working in the oil fields of Siberia, to CEO of a company that is making big waves in field service.
Prateek Chakravarty is the CEO at Zinier, a field service automation platform designed to help service organizations install and maintain their assets in the field. Prior to joining Zinier in 2020, Prateek was a part of the founding team at Bidgely, a Khosla Ventures-funded software company providing AI-driven customer and grid analytics to electric and gas utilities across the world. He started his career in infrastructure-related industries first as an operator and then as an investor. He was a field operations engineer with Schlumberger working in Indonesia, France and Russia. He was also a part of a corporate venture fund for Pacific Gas & Electric and invested in rooftop solar companies such as SolarCity and Sunrun.
For many organizations, rapid and reactive digital transformations during the pandemic caused valuable data, processes and innovations to happen in pockets and silos. How do service leaders now begin realigning digital and functional roadmaps? Many service organizations are struggling with this question, perhaps none more so than healthcare and medical device organizations, which must also navigate strict regulations and compliance requirements.
Join the inService™ Podcast Live on Thursday, February 2nd at 12PM ET, as Bit Rambusch, Senior Vice President of Service and Solution Delivery, North America for Philips, discusses how Philips is rewiring their people, processes and technology to create an end-to-end experience for customers and employees. They’ll also discuss how the job of field service technician is evolving into a more sophisticated role, as well as how service organizations can make field service “cool” to younger generations of workers.
Bit Rambusch serves as Senior Vice President of Service and Solution Delivery for Philips, a leading health technology company focused on improving people’s health and well-being through meaningful innovation. He is currently responsible for the strategic planning, execution and service delivery of a $1B+ P&L across the North America region, as well as leading an organization of 3,000+ professionals consisting of Solution Architects, Project Managers, Field Service Engineers, Technology Consultants, Clinical Specialists, and more. Prior to Philips, Bit served as the Vice President of Online Support and Knowledge Management and Vice President of Global Services Engineering and Quality at Dell Technologies. He is a graduate of the United States Military Academy at West Point and received his MBA from the University of Dallas.
The hype around AI is in full swing and is expected to grow in 2024. There are powerful capabilities behind the hype — driving more efficient operations, enhancing customer service, and enabling every service leader to make better business decisions. And yet, despite the many AI initiatives underway, service organizations need help to cross the AI chasm from pilot to large-scale deployment.
Join the inService™ Podcast Live on Thursday, January 18th, as host John Carroll is joined by Tas Hirani, Aquant’s Director of Revenue Operations and enablement. An AI expert, Tas has helped customers like Comfort Systems USA, Hologic, Ricoh, and Beckman Coulter successfully realize AI at scale. Tas will talk about the inhibitors she often sees in implementing AI and offer practical advice for organizations to find success. Don’t miss this interactive discussion and bring your burning AI questions for Tas!
In the 2023 Voice of the Field Service Engineer, 45% of frontline technicians said they either didn’t plan on being a tech for the duration of their career, or they weren’t sure. While we can attribute some of that trend to disengagement, there are many others that have ambitions to rise in the ranks and become the service leaders of the future. How can the service leaders of today inspire and empower their frontline to have a real impact?
Join the inService™ Podcast Live on Thursday, January 4th at 12PM ET, as Gyner Ozgul, former President and COO of Smart Care Equipment Solutions and current CEO of Perimeter Roofing, shares his story—from a liberal arts background to an impactful service leader, and discuss what’s next for his career. Gyner will also touch on the critical factors as you grow your teams, train the next generation of service leaders, and create a succession plan for your transition.
With a passion for building successful teams and creating positive experiences, Gyner has achieved significant success and growth in his career by empowering teams to succeed. He has over 25 years of experience spanning service, technology, and supply chain roles. Gyner has served in various leadership roles, including 13 years at Ecolab and 7 years at Smart Care Equipment Solutions. He is currently the CEO of Perimeter Roofing.
Future-proofing supply chains remain a top objective in 2024. How can service leaders predict and proactively plan against customer demands? How do they navigate new asset complexity while supporting aging machines? What strategies can they implement today to optimize parts sourcing and service calls? These are the tough questions service leaders will need to answer if they want to build an agile supply chain.
On this episode of the inService™ Podcast Live, host John Carroll is joined by Lance Johnson, Chief Supply Chain Officer at Baxter Planning. Lance will offer derisking tactics and demand shaping strategies to help service leaders future-proof their supply chain in 2024 and beyond.
In his role at Baxter Planning, Lance Johnson is a strategic partner for customers, working to tackle complex challenges and accelerate the transformation of their Service Supply Chains through deep domain expertise and technology. Lance brings more than 25 years of experience in Aftermarket Service Support to the role. He started his career at Hughes Aircraft Company as a member of their technical staff, where he quickly found his passion in Total Quality Management.
Lance’s experience includes leadership roles at the Exabyte Corporation, where he was responsible for the Services Repair Organization. Subsequently, he joined Sun Microsystems where he served as the Global Supply Chain Planning Director and ran global planning activities, led process and systems improvements in various Global Supply Chain initiatives, and drove significant process efficiencies using Six Sigma and other tools. Lance earned his degree in Electrical Engineering from the University of the Pacific.
We’ve all heard the adage, “The only constant is change.” However, this might feel like an understatement to service leaders who have been helming their organizations through near constant upheaval in recent years. How can service leaders navigate complex change management initiatives and ensure long term success for the company, service team and customer?
Join the inService™ Podcast Live on Thursday, November 2nd as host John Carroll is joined by Change Management expert, Jim Bohn, Ph.D. Dr. Bohn will talk about what his decades of on-the-job experience and academic research has taught him about Change Management. He’ll delve into the strategies that work and common pitfalls to avoid when initiating any organizational change. This live, interactive discussion will be a can’t miss for any service leader who wants to be an architect of change.
Jim Bohn, PhD is an author and researcher-practitioner focused on improving organizational performance one person at a time. Dr. Bohn has organizational expertise and insight stemming from decades of successfully leading leaders. His business insight derives from observing the organizational behavior of multiple Fortune 500 organizations, ranging from hospitals and healthcare to retail and finance, service, manufacturing and telecoms.
Retiring after 33 years with Johnson Controls, Dr. Bohn launched his own Change Management and Organizational Transformation Practice, PRO/AXIOS LLC. He is the author of several books, including “Getting IT Right: A Leader's Guide for Installing the Organizational App,” now available on Amazon.com: https://www.amazon.com/Getting-I-T-Right-Installing-Organizational/dp/1545358656
Artificial intelligence (AI) is changing the game for service. But service leaders are struggling to cut through the confusion and connect AI concepts to applications. What do you need to know about AI for service? What are the best applications to drive business impact? How do you evaluate different AI solutions?
Tune in to the inService™ Podcast as host John Carroll is joined by Niken Patel, CEO and Founder of Neuron7.ai, for a strategic and tactical “Buyer’s Guide”-style discussion on AI.
Listeners will learn about:
- The different options available in the world of AI for service
- How to evaluate tools and prepare for a successful implementation
- The business impact of AI at scale
Niken is the CEO and co-founder of Neuron7.ai, a company that is transforming customer service with AI solutions for complex, enterprise organizations that need fast, accurate resolutions at scale.
In recent years, service organizations have ramped up investment into AI and other analytics tools, gaining greater visibility into field data than ever before. However, when it comes to data, knowing is only half the battle. How can service leaders use the data they’re getting to identify, enact and reinforce change within their organization?
Join the inService™ Podcast Live as host Jaclyn Cooksey is joined by Juan Cruz, Director of Service Operations NA for Haemonetics. They’ll discuss a critical challenge among service leaders: using data to enact change within their service organizations.
Juan Cruz currently serves as the Director, Service Operations NA for Haemonetics. Before this, he was the Senior Manager for National Field Services for Fresenius Medical Care, the largest hemodialysis company in the world. He has over 23 years in the medical device industry with several medical device companies. Juan has held various roles in his career while in the medical device space, with the last 17 years specifically in the field service profession.
Partner ecosystems are playing an increasingly important role in successful service delivery. However, as organizations come up for air after the pandemic-accelerated digital transformation, they are realizing that, in many instances, their digitization efforts have created more silos and friction for their channel partners.
Join the inService™ Podcast Live as Appify’s CEO, Hari Subramanian, stops by the studio. Hari will talk about the rise of Channel Partner Relationship solutions, and how he is seeing customers employ this innovative technology to connect their entire support and service ecosystem, transform field service management and drive end-to-end success.
Hari is the founder and CEO at Appify, responsible for setting and realizing the product & technology vision. He has worked for more than 30 years in Enterprise software in various roles including support engineer, programmer, solution architect, and engineering leader. Hari’s specialization includes ERP, CRM, workflow management, and document imaging as they apply to large, complex Enterprises.
Prior to Appify, Hari was the co-founder and CTO at ServiceMax, the first-of-its-kind SaaS solution for Field Service Management. In that role, he led the technology vision and engineering from inception in 2007 until the acquisition by GE Digital in 2017 for $1 Billion.
The 2023 Service Leader’s Agenda found that the two biggest challenges service leaders face in 2023 are the workforce and talent shortage and the lack of resources to support service demand. The industry is at a tipping point when it comes to service delivery. More and more, customers are demanding the ability to self-service when possible, and overstretched organizations are realizing it is the best path forward.
Join the latest episode of the inService™ Podcast Live as Jean-Thomas Célette, CEO of Coresystems, stops by the studio. He’ll discuss how AI is helping organizations combat knowledge attrition and gain additional insights into the service process, starting with self-service. He’ll also discuss innovative – yet practical – ways AI is transforming the service journey, including predicting root causes, standardizing documentation, and more.
Jean-Thomas (JT) Célette is the CEO of Coresystems and his mission is to bring Service Management into the era of Artificial Intelligence. With a focus to continuously improve the end customer’s service experience by fixing their issues faster, he also addresses the industry’s most pressing problems: scarcity of talent, knowledge attrition caused by aging workforce, operational efficiency and sustainability.
Prior to taking the helm at Coresystems, his career has centered around bringing new technologies to work to increase efficiency, market access and safety. He has helped large corporations plan and execute their digital transformations, managed a drone manufacturer to successfully transform industries such as agriculture, mining and civil engineering, and most recently worked for Google.
According to the 2023 Voice of the Field Service Engineer survey, “being tracked and traced by GPS or other means,” is now the second least favorite part of a field service engineer’s job, rising from #7 among frontline workers to #2 in only a year. However, location tracking is an inevitable reality that plays a key role in the customer experience. So how do service leaders find a balance?
On the latest episode of the inService™ Podcast, host John Carroll is joined by Chris Ruff, CEO of Glympse. Chris talks about why he thinks we’re seeing a rise in employee frustration with tracking, common missteps when introducing these technologies, and how he is seeing organizations achieve successful buy-in.
Chris is CEO of Glympse, a geo-location technology company focused on improving communication, customer service and last-mile commerce using the powerful context of location. His technology leadership experience spans over 25 years in the software, mobile and IoT industries focused in the areas of management, business development, marketing, operations and finance. He has operational experience defining corporate strategy, developing business plans, and raising over $50 million in venture capital and debt needed to create successful high growth technology companies. A recognized leader in the IoT, Connected Car, Hospitality, Cruise, Retail, eCommerce and Gig Economy technologies industries, he has spoken on NPR and at top industry events like CTIA, HITEC, TU Automotive, Consumer Telematics Show, Satellite, Pacific Crest Emerging Technology Summit, App Summit and many more.
With the current economic environment companies are viewing field service and their operations completely different than they were 10-15 years ago. Service is no longer a cost center but a profit center.
John Carroll, CEO and Founder of the Service Council, joins Chris Wolff, VP of Strategic Partnerships for PTC, on the Speaking of Service podcast, to discuss how he sees the current stage of field service and what are the predictions for the future and what should field service organizations look out for.
PTC's Speaking of Service podcast uncovers practical ways to grow service revenue, control costs, and improve customer satisfaction. If you’re looking to innovate, gain a competitive edge, or just learn about the latest service trends, visit: https://www.ptc.com/speakingofservice
As organizations begin to strengthen their self-service and remote service offerings, the topic of content has become front of mind. How do they find it, create it and make it accessible to both employees and customers in a way that enhances the service experience?
On this episode of the inService™ Podcast Live, host John Carroll is joined by Sam Waicberg, President and Co-Founder of CareAR. Sam stops by the studio to talk about how instructional guidance is changing the way organizations think about information platforms. He’ll discuss how it is being applied in both traditional and non-traditional field service settings, and dive into some intriguing use cases.
Sam Waicberg is the President of CareAR Holdings, a Xerox and ServiceNow supported company. CareAR is an AR/AI powered enterprise visual support platform that makes expertise accessible instantly for customers, employees, and field workers. As the Service Experience Management (SXM) leader, CareAR specializes in bringing the service experience and customer experience together in a seamless digital workflow. Prior to this role, Sam was the General Manager of Xerox Digital Services, a Xerox Business Unit focused on digital transformation by way of automation, efficiency, and innovation for its customers, and solutions. Additionally, Sam joined Xerox via the acquisition of CareAR Inc., where he was the Co-Founder and CEO. Sam is a veteran of the communications software industry and is passionate about creating solutions that disrupt industries, transform work functions, and improve the quality of our daily lives.
How companies are collecting and utilizing field service data can be the differentiator between average performers and best-in-class organizations. However, knowing where to start, what to focus on, and how to avoid complicating the process, can feel overwhelming.
On the latest episode of the inService™ Podcast Live, Thomas Maiello, PMP, Varian’s Director of New Product Introduction, stops by the studio for a tactical discussion on how organizations can use data to drive improved serviceability, with real-life examples. An expert in the service industry, Tom is adept at developing strategic, data-driven programs that not only increase service profitability but customer satisfaction as well.
Tom Maiello has 20+ years of hands-on experience in new product introduction, global technical and product support, field service management and improvement strategies, and services technologies. He is currently the Director of New Product Introduction at Varian Medical Systems (a Siemens Healthineers company). In this role, he manages global product introductions to ensure early and fast market adoption of new products.
Before joining Varian, Tom managed global support teams at Morpho Detection, Smiths Detection, and KLA. At Morpho Detection Tom initiated and deployed the first secure remote access to installed capital equipment in the highly regulated aviation security space. Previously, Tom was enlisted in the U.S. Air Force, and earned a commission in the U.S. Army. Tom holds an MBA from Santa Clara University, an MS from University of Southern California, and a BA from State University of New York.
Reactive, cost-based service is no longer a feasible business model. However, according to the 2023 Service Leader’s Agenda, a third of service organizations anticipate still being in this stage of maturity in the next year. For organizations to realize the full potential of their digital transformation and tap into new revenue streams, they must advance their service maturity.
On the latest episode of the inService™ Podcast, host John Carroll is joined by IFS’s President and Chief Strategy Officer, Marne Martin. Marne will discuss what really holds organizations back from digital transformation and business process evolution, and how they can plot a course towards service monetization.
Marne Martin is President and Chief Strategy Officer at IFS. In her role, Marne’s focus is to continue to elevate the importance of service management and EAM as part of the overall IFS success story and create greater value for the IFS business and our customers. Previous to this position, Marne held the role of President for the IFS Service Management Business Unit, EAM & Global Industries. Well-respected in the field as a strategic businesswoman unafraid of embracing a challenge, she served as CEO at ServicePower Plc and WorkWave LLC both in the FSM software space and has driven previous IFS acquisitions including WorkWave, Clevest, Astea and more recently Ultimo.
Marne has won a number of awards including 2016 CEO Gamechanger of the Year (FSM) from ACQ 5 Global Awards and 2015 Field Service CEO of the Year from Executive Awards. She also features in the Software Report’s 2019 list of Top 50 SaaS CEOs. When not at work, Marne enjoys competing in dressage and is working to support girls and women pursuing STEM careers.
Service networks are a crucial, and yet overlooked, aspect of the service industry. Distribution and service dealers play a key role in customer experience, company growth, and making products available to a global audience. What does it take to build and maintain a great service network?
On the latest episode of the inService™ Podcast Live, host John Carroll is joined by Matt Wong, VP of Global Customer Support at The Manitowoc Company. They discuss how Manitowoc has expanded their global distribution network, and deliver advice on how other organizations can pursue growth through partnerships, dealerships and distributors.
Matt Wong is Vice President of the Global Customer Support organization for mobile cranes with 300+ team members who are focused on growing non-new-machine or aftermarket revenue, such as parts, service, used equipment, and rental, to improve enterprise profitability. Prior to Manitowoc, Matt’s experience included leadership roles at AGCO Corporation and Caterpillar.
Once considered science fiction, technological innovations like augmented reality and artificial intelligence have exploded in popularity in recent years. The field service industry is no exception as organizations realize these technologies’ value in solving some of service leaders’ most pressing challenges. However, as organizations advance their digital maturity, how can they prevent gaps between these technologies and create a bridge between the digital and the physical environment?
On the latest episode of the inService™ Podcast Live, host John Carroll is joined by SightCall’s CEO, Thomas Cottereau. They’ll offer some advice on how organizations can address disconnects in their digitization efforts, the evolution of customer relationships and the findings from Service Council’s recent parts management survey.
Thomas Cottereau is CEO and co-founder of SightCall. Under his leadership, SightCall has become the fastest-growing AR-powered visual assistance company in the world, with customers on all continents. Prior to launching SightCall, Thomas spent a decade in telecom where he became internationally recognized as one of the few internet protocol experts who participated in building the Internet infrastructure that we know and use intensively today. Recognized internationally for his work in telecom and innovation, Cottereau has been awarded the 2015 Dell Innovation Award, 2016 Comcast Innovation Award, 2017 Amdocs Innovation in Practice Award, 2017 Graham Bell Award and 2018 NTT Data Open Innovation San Francisco Award.
As workforce and talent shortages continue to challenge organizations, service leaders are placing more emphasis on training and upskilling employees to help mitigate the impact. Findings from the 2023 Service Leader’s Agenda found that 73% of service leaders report increased investment in training and employee development this year, compared to 2022 spending.
Tune into the inService™ Podcast Live as host John Carroll is joined by Josh Washburn, Global Technical Training Manager for Cummins Inc. They’ll discuss Cummins’ current technical training curriculum, including how they are managing the continued learning process, addressing employee engagement challenges, and empowering their frontline with necessary skills.
Josh began his career with Cummins as a diesel technician in 2000. In his current role as Global Technical Training Manager, Josh leads technical skill set development, training and curriculum. Josh has extensive experience in technical training, operations management and customer service.
The age-old battle of driving quality and scalability has forced difficult decisions in terms of when to allow for localization of strategy and approach vs. standardizing. We continue to monitor how leading organizations are establishing a balance between both while centralizing resources, technologies and tools which enable the achievement of best practices.
Tune into the inService™ Podcast Live as host John Carroll is joined by Joe Lang, Vice President, Service Technology & Innovation, at Comfort Systems USA. They’ll discuss how organizations like Comfort Systems are successfully balancing service quality and business growth.
Joe has been with Comfort Systems USA for over 15 years, where he currently serves as the Vice President of Service Technology and Innovation. His role is to provide service leadership to develop and grow the field organization while developing long-term, strategic goals and expectations for the corporation. Additionally, Joe specializes in financial and leadership training, and has a passion for coaching and helping people recognize, develop and leverage their skills and capabilities.
According to the Service Council’s 2023 Service Leader’s Agenda survey, service innovation remains a high priority for 2023 and beyond. However, as the economic climate remains unstable and fears of recession loom, service leaders are being asked to cut costs and reduce budgets, while still increasing revenue.
Tune into the latest episode of the inService™ Podcast Live, as host John Carroll is joined by Lance Anderson, Vice President of Industrial Solutions for CareAR. They discuss what organizations can focus on to not only drive value and innovation in the future, but deliver near-term results as well.
An industry-leading voice in the field of augmented reality (AR) deployment and strategy, Lance joined CareAR in February of 2022. Prior to joining CareAR, he was CEO and founder of Lance-AR, a consulting firm specializing in augmented reality (AR) strategy, providing enterprise clients with an action plan for AR Deployment. Lance holds a Bachelor of Science in Industrial Engineering from Lehigh University and an MBA from Fairleigh Dickinson University.
Service leaders are turning their focus to service operations performance management, service innovation and portfolio expansion in 2023. Visual and generative AI (artificial intelligence) is gaining a lot of traction as service leaders look to deliver the critical intelligence and information needed to achieve this.
On the latest episode of the inService™ Podcast Live, host John Carroll is joined by David Troll, EVP and Chief Customer Officer, GM North America, and Ari Rosenstein, VP of Marketing, at TechSee. They’ll discuss how they’re seeing service executives evolve their technology strategy, as well as what the future holds for visual and generative AI.
David has 20+ years of experience leading enterprise growth and change initiatives, both as a consultant and operating executive. He was previously the VP for DISH Network’s OnTech division, SVP for Glympse, and an executive at field service leader TOA Technologies. David holds a BA from Lehigh University.
Ari leads the global marketing team at TechSee. He is a seasoned marketing executive with nearly two decades of experience in the SaaS enterprise market. Ari has a BA from the University of Wisconsin-Madison, and an MBA from Reichman University in Israel.
Despite ongoing service supply chain challenges, research shows that supply chain continues to lack priority among technology and infrastructure investments. The importance of parts is critical to service execution, so why does it remain so tertiary? In the latest episode of the inService™ Podcast Live, host John Carroll is joined by Shannon Beecher, Vice President, Services Supply Chain at IBM. They’ll discuss how organizations like IBM are building a resilient supply chain through automation, optimization and leveraging salvage to augment shortages.
With over 40 years of experience leading various functions in Supply Chain, Shannon is currently the Vice President of the Service Supply Chain Operation at IBM. She is responsible for strategy and global business execution, contributing to the NPS for IBM Support in the 80s, driving innovation and transformation resulting in end-to-end digitization, transparency and business optimization. She is accountable for an operating budget of over $300M, inventory over $600M and supports greater than 350k Field Replaceable Units. Shannon leads a team of 450 deeply talented supply chain professionals, supporting over 120 countries, with client response times that range from two hours to next business day.
Manufacturers are leaning more heavily on digital tools to deliver service experiences, including digital communications channels and remote service capabilities to reduce costs, increase productivity and heighten customer satisfaction. New research from The Service Council profiles the impact of digital transformation progress in manufacturing and particularly among service teams, along with the challenges and rewards service leaders are seeing.
John Carroll, CEO and Founder of the Service Council, joins Chis Wolff, VP of Strategic Partnerships for PTC, on the Speaking of Service podcast, to discuss new data documenting current trends in dispatch cost and technology implementation, along with timely analysis of customer and company expectations for remote service management.
PTC's Speaking of Service podcast uncovers practical ways to grow service revenue, control costs, and improve customer satisfaction. If you’re looking to innovate, gain a competitive edge, or just learn about the latest service trends, visit: https://www.ptc.com/speakingofservice
Reverse logistics has been gaining greater attention in the service industry, as organizations look to improve their ethical footprint. Join the inService™ Podcast Live as guest host, Sheila Ahmed, is joined by Tony Sciarrotta, Executive Director of the Reverse Logistics Association (RLA). Tony will discuss the mission of the RLA, trends and challenges the returns industry is experiencing, and how organizations can strengthen their returns management strategy. He’ll also discuss the RLA’s 19thannual conference, held in Las Vegas on February 7-9, 2023.
Tony took over the RLA in 2016 as Executive Director after 12 years of active involvement on the Advisory Board and on Committees. Tony has held various industry positions including 15 years in returns management at Philips. During his Philips years, Tony developed new reverse logistics strategies and implemented many new returns initiatives. Today, Tony is considered a subject matter expert in reverse logistics and speaks for the industry at conferences all over the world.
The Reverse Logistics Associations provides members with best practices and ideas to reduce that increase, as well a growing number of service solutions providers to help implement new program to reduce returns and increase asset recovery.
Diversity, Equity and Inclusion (DEI) initiatives are gaining traction, as service leaders seek to build a culture of innovation and belonging within their organizations. Tune into the inService™ Podcast Live as host John Carroll is joined by Eric Rogers, Executive Director – Diversity and Inclusion, of Cummins. Eric will discuss Cummins’ approach to DEI, as well as areas of focus for other companies building their own DEI initiatives.
As Executive Director of Diversity and Inclusion, Eric takes care of programs that touch each of the 60,000 plus employees at Cummins Inc. The programs he leads and provides oversight for help ensure employees feel welcomed, valued, respected, and heard.
Over Eric’s 20 years with Cummins, he has held various roles in human resources. His current and prior roles have informed his philosophy that strong talent, leadership accountability, and an inclusive culture are key levers to organizational transformation and effectiveness. Eric is a certified Diversity coach, holds a bachelor’s degree from the University of Arkansas in Little Rock and a juris doctorate from Vanderbilt Law School.
The results from the Service Council’s 2023 State of the Market: Digital Transformation & Service Technology survey is signaling a greater focus on cross-functional integration and the need for single pane of glass visibility. As organizations continue to grow their digital transformation (DX) initiatives, the need for establishing a digital thread is becoming critical to a successful DX journey.
On our latest episode, host John Carroll is joined by Leslie Paulson, General Manager and Division Vice President of the Servigistics Business Unit for PTC. John and Leslie will look at the role digital threads play in digital transformation initiatives, and discuss how organizations can achieve, and reap value from, their own digital thread.
Leslie Paulson is General Manager and Division Vice President of the Servigistics Business Unit for PTC, where she has global end-to-end responsibility for PTC's Servigistics tools for Service Parts Management, Pricing and Optimization. Before joining PTC in 2017, Leslie spent 29 years at Caterpillar, Inc, where she served in various executive leadership roles that included end to end P&L responsibility for a $1 billion global business. Leslie brings with her considerable knowledge and experience driving change through disruptive technologies to deliver growth and customer value.
Looking to master the rising complexity of machinery? It’s time to leverage service and data intelligence, — especially if you are an organization looking to deliver value to customers in 2023 and beyond. According to the Service Council’s 2022 Voice of the Field Service Engineer survey:
84% of frontline agents believe the knowledge required to be effective has increased.
82% believe the work requires greater technical knowledge.
65% believe the products being serviced are more complex.
Tune into the latest episode of the inService Podcast Live with host, John Carroll, as he welcomes Shahar Chen, CEO and Co-Founder, of Aquant. Shahar will discuss the role he sees intelligence playing in the future of field service, as well as tips for organizations to consider when creating their own intelligence powerhouse.
Shahar Chen is the CEO and Co-Founder of Aquant, a service intelligence company. He is an entrepreneur and expert in service, bringing 15+ years of business and technical expertise in B2B software — especially SaaS service software.
Digital transformation is often talked about in terms of KPIs and metrics. While these are certainly important to measuring success, service organizations should also view it through the lens of people – customers, employees, and the community at large.
Tune into the latest episode of the inService™ Podcast as host John Carroll is joined by Deepika DiGiovine, VP of Digital Applications and Connected Factory at Dover Corporation. Deepika will discuss Dover’s current initiatives around digitizing the customer and employee experience to drive deeper visibility, enablement, and satisfaction. She will also discuss two non-profit organizations that are near and dear to her heart – Girls Who Code and Safer Foundation – and how she and Dover are working to positively impact the community at large.
Deepika is a technology, operations and strategy executive with over 20 years of global experience with General Electric (GE), McKinsey & Co, Infosys Technologies, Uptake Technologies, and Corning Inc. She is currently the VP of Digital Applications and Connected Factory at Dover Corporation, where she is responsible for driving the Digitization of Customer Experience B2B Commercial Applications, Service Digitization and building Manufacturing 4.0 capability. Deepika was recognized in top 100 CIO’s in the Middle East. She also serves on the board of Safer Foundation, is a Forte fellow and an advocate for working mothers in technology leadership.
Service Council™ CEO and inService™ Podcast Live host John Carroll recently stopped by PTC's Speaking of Service podcast studio to discuss state of market execution and adoption, whether predictive programs are meeting expectations, and how a proactive analytics journey can get back on track.
Speaking of Service uncovers practical ways to grow service revenue, control costs, and improve customer satisfaction. If you're looking to innovate, gain a competitive edge, or just learn about the latest service trends, visit: https://www.ptc.com/speakingofservice
Organizations across industries face the challenge of driving growth and meeting customer demands with a shrinking pool of talent that is becoming increasingly burned out and unengaged. For service leaders, recruiting and retaining talent must feel like an uphill battle.
On this week's episode of the inService Podcast, host John Carroll welcomes David Watson, Managing Director of RL People. Fresh from the 2022 Smarter Services Executive Symposium, John and David will discuss some of the conversations and solutions around the talent shortage that came out of the event. David will also bring his own unique experience and insights from over a decade in recruitment to the discussion.
David has over ten years of experience in recruitment, with the past five focused on growing RL People into a trusted partner to an impressive portfolio of global organizations. Over the years, he has learned the importance of finding your niche, honing your industry expertise, and becoming a genuinely valuable partner to customers and candidates alike. David enjoys recruiting across the reverse logistics and circular economy landscape.
As service leaders, we are often laser-focused on efficiency and cost-reduction. However, is it possible to be so focused that we lose sight of the human at the center? Join us for a powerful episode of the inService Podcast Live, where we’ll be joined by two passionate and dedicated service professionals in the medical industry that have found themselves on the receiving end of service after being diagnosed with cancer.
On the latest episode of the inService Podcast Live, we're joined by guests Linda Tucci, Senior Global Director of the Technical Solutions Center for QuidelOrtho, and Bob Downey, Medical Team Coordinator for Global Health Teams, who will share their stories. Friends, and former colleagues at Sysmex America, Linda and Bob both recently received life-altering cancer diagnoses. They’ll be discussing their patient journeys – from diagnosis to care – and how their individual journeys have caused them to reflect on the importance of finding that delicate balance between compassion and efficiency in service delivery. It’s one that you won’t want to miss.
Linda is currently the Global Sr. Director of the Technical Solutions Center at QuidelOrtho. In this role, she is responsible for the strategic direction and operations of the Technical Solutions Center providing remote technical support to customers and field escalation support. Prior to this role, Linda held varying service leadership positions in multiple medical device organizations.
Bob is currently the Medical Team Coordinator and serves on the Board of Global Health Teams. Global Health Teams has provided medical care to underserved communities around the world since 1985. Bob also works with St. Damien’s Children’s Hospital and St. Luke’s Hospital in Port au Prince Haiti as a Clinical Laboratory Advisor, helping to manage the laboratories and lead laboratory improvement projects.
The field service ecosystem is moving forward in exciting new directions. It is no longer an industry of cost centers filled with outdated processes and technology. As digital transformation takes hold, service leaders are now turning their focus to ESG (Environmental, Social and Governance) principles to measure the sustainability of their organization. Of course, with this comes a new set of challenges.
Join the inService Podcast Live on Thursday, September 1st at 12PM ET as host John Carroll is joined by Taksina Eammano, EVP & GM of Field Service at Salesforce. Taksina will be bringing her wealth of knowledge and experience to the studio to discuss next generation field service – how she sees the market evolving, trends that are emerging and how representation and ethical aspects play into it all.
Taksina joined Salesforce in 2014 and is responsible for the overall strategy and vision for the Field Service product, powering the mobile workforce. In addition, Taksina pursues her passion for people through her work with the Project Sunshine group and developing product management talent through various programs. As an Equality Group leader within the AsiaPacForce Employee Resource Group at Salesforce, Taksina has pushed for equity in the workforce and believes that product teams need to represent the communities they serve.
In the Service Council’s 2022 survey, “Service Leader’s Agenda,” 4 out of 10 service executives indicated “Customer Management & Experience Initiatives” as a top focus area for 2022 (the #1 response) with half of respondents citing “Changing Customer Demands” as the top external challenge. Evolving how we support customers is critical both in terms of aligning with the customer’s evolving channel preferences and increasing demands. It is also critical in terms of making a greater contribution to overall company profitability.
On the latest episode of the inService™ Podcast Live, host John Carroll is joined by Sajeel Hussain, Chief Revenue Officer for CareAR, A Xerox Company, to discuss his organization’s strategy to empower organizations to “shift left” in their approach to field service.
Sajeel is currently the Chief Revenue Officer at CareAR. Prior to joining Xerox, Sajeel was the Chief Revenue Officer at CafeX, where he was responsible for driving top line growth for the company including sales, marketing and operations globally.
While the demand for outcome-based services has been growing in the industry for some time, the need for this model – and with it, asset visibility – reached a critical point in the last two years. Organizations that were still getting by on “business as usual” asset maintenance models were suddenly forced to embrace asset centricity.
Tune into the latest episode of the inService ™ Podcast Live as host David Nour is joined by Neil Barua, CEO of ServiceMax, for a deep dive into asset centricity: what it is, best practices for implementation and how other parts of the business can also benefit from asset data.
Neil Barua is the CEO of ServiceMax and a member of the Board of Directors. He has an extensive background in the technology industry and a proven track record of growing businesses. Previously, Neil was CEO of IPC Systems. During his tenure, he sold IPC and led a SaaS and data transformation of the company. Most recently, Barua served as an operating partner at Silver Lake, the global leader in technology investing. Earlier in his career, he was part of John Legere’s leadership team that helped transform Global Crossing through consistent growth.
In the Service Council’s 2022 survey, “Voice of the Field Service Engineer,” over half of front-line agents indicated that they don’t plan on remaining in field service for the length of their career. If service organizations want to retain talent and win in a competitive labor market, they must reimagine the experience they are providing for their most valuable players – their field service engineers.
On the latest episode of the inService ™ Podcast Live, host David Nour is joined by Jon Barr, Head of IT – Americas for KONE. Jon discusses his organization’s outside-in service strategy to ensure a world-class experience not just for KONE customers, but for their technicians as well. Jon will also discuss KONE’s unique approach to operational technology and designing for serviceability.
Jon is the head of Information Technology for KONE Americas. In this role, he leads transformational information technology initiatives across the United States, Canada, and Mexico. His efforts focus on ensuring world-class processes and tools are in place to empower business results for KONE Americas. Jon has been with KONE Americas for over 24 years and serves on the Americas Leadership Team.
The pandemic has drastically changed the way organizations think about technology. Companies learned very quickly that, if they wish to survive, they would need to break down workforce silos and embrace digital by moving towards a more connected workforce model.
On this episode of the inService™ Podcast Live, host David Nour is joined by Jen Grant, CEO of Appify, to discuss the importance of connecting workers – both employees and independent contractors - in the field. Jen will also discuss her storied career in building companies from the ground-up and what it means to be a customer-focused leader.
Jen Grant currently leads Appify as CEO, delivering a rapid application development platform that supports companies such as TataMD, NECI, and Keysight in quickly delivering apps to their workforces. Jen sits on the board of Dialpad, a leading unified communication platform, and Kyndi, an award-winning natural language processing engine; as well as being an angel investor and limited partner in a number of technology funds. She was recently recognized as one of the Top 100 Princeton Alumni in Technology, a 2021 Woman of Influence with Silicon Valley Business Journal, and #4 of The SaaS Report’s Top Women Leaders in SaaS of 2018.
Companies everywhere are facing the challenge of achieving market growth and increasing profitability while keeping costs down, customers happy and the work desirable for service employees. This week we look at how best-in-class organization Ricoh has managed to achieve this by leveraging their most valuable asset – their field service technicians.
Tune into the inService ™ Podcast Live as host John Carroll is joined by Bob Lamendola, SVP of Technology and Head of Digital Services Center of Ricoh USA, Inc.. Bob is responsible for creating a clear strategy and identity for Ricoh’s digital services portfolio, unifying service development and innovation to enable efficiency and agility, and aligning and prioritizing resources with a customer-centric focus.
With Ricoh for more than 15 years, Bob has held numerous leadership roles within the IT Services organization including management of the Managed Hosting, Application Development, and ITS Infrastructure and Support teams. Bob holds a Bachelor of Science degree in Computer and Information Science from Bloomsburg University.
The world depends on the service economy to run smoothly. So, why is service supply chain so often overlooked? Tune in for the latest episode of the inService™ Podcast as host John Carroll is joined by Oliver Lemanksi, CEO of OnProcess Technology, for a discussion on what sets the service supply chain apart and how organizations can unlock its value potential.
We will be delving into all things service supply chain; including the key trends and challenges, the main goals driving organizations and what skills are relevant in this new service economy. Listeners will also have the opportunity to submit questions for discussion.
Oliver Lemanski joined OnProcess in 2015. Prior to his role as CEO, Oliver was Managing Director EMEA for five years at OnProcess, successfully driving year-on-year growth in the region while establishing strategic relationships with Elekta, HPE, Cisco, Varian, SAP Ariba and others. Oliver holds a Degree and Masters from University of Southampton, UK and is an alumnus of IMD Business School in Switzerland.
Workforce and labor challenges continue to be a top concern for field service leaders as they struggle with how to keep their team staffed and the work desirable. How can organizations redesign workflows so that they can create positive experiences for field service employees and customers alike?
Don't miss this week's episode of the inService ™ Podcast as host John Carroll is joined by Karin Hamel of Schneider Electric. As Vice President of Services for U.S. Digital Buildings, Karin is highly regarded for scaling organizations to deliver sustainable, profitable performance, as well as disrupting the status quo to future-proof businesses and cultivate a customer-centric culture.
Karin is a graduate of the University of Rhode Island and is active as a Career Advisor for Northwestern University’s Energy and Sustainability Master of Science program. She was the 2021 recipient of the Service is Humanity™ award from The Service Council, for which she currently serves on the Advisory Board.
In recent years, becoming an agile service organization has emerged as a vital necessity in today’s digital market. But what does agility truly look like and what are the processes organizations need to have in place to make agility achievable?
Tune into the latest episode of the inService Podcast as host David Nour is joined by Bulent Cinarkaya from ServiceNow. Bulent will discuss the pillars of agility that service organizations need in order to be successful at adapting to market conditions and flourishing in a volatile and uncertain economy.
Bulent Cinarkaya is the General Manager of Field Service Management at ServiceNow. An industry veteran with 25+ years in the field service and customer management space, Bulent has held previous leadership roles at Salesforce and Oracle before joining ServiceNow.
Watch the On-Demand webinar “Service Experts: Moving to Best-in-Class KPIs and Metrics” with ServiceNow and the Service Council: https://servicecouncil.com/event/moving-to-best-in-class-field-service-kpis-metrics/
Service leaders have constantly struggled with getting a premier seat at the executive table, despite the ability of service organizations to drive companywide revenues and profits. However, in recent years companies are finally realizing that cultivating a strong service culture will not only help them achieve a customer-centric approach, but also become a destination for talent.
Join the inService Podcast as we discuss the evolution of the service culture with Erik Anderson, President of Global Services at Hologic, Inc. A global leader in innovative medical technology, Hologic is blazing trails in Women’s Health and public health. Erik will share his own experience and insight into how he and Hologic’s executive leadership gives service both strong recognition and a prominent seat at the table.
Erik Anderson was named President of Global Services of Hologic in 2020, leading the company’s award winning $600m+ Global Service, Support and Customer Experience business. During his tenure at Hologic, he has led new initiatives to increase customer focus and capacity for the company’s large Service, Support and Customer Experience business. Erik has been with Hologic for 8 years, in increasing roles of Commercial leadership and as President of Hologic’s Medical Aesthetics business in which he led the divestiture. Prior to Hologic, Mr. Anderson worked at ImpediMed and Stryker Instruments and has a bachelor’s degree in Marketing from Iowa State University where he was captain of the football team.
Service revenue growth continues to be at the forefront for service leaders. Finding new and creative ways to enhance their strategies, whether it be expanding their revenues from their existing customers or new ones, is paramount. But what if there was a technology that could help you with both?
Join this episode of the Service Council inService Podcast with host David Nour, as he welcomes Charlie Warren, CEO and co-founder of Convex. They'll discuss how Convex helps organizations gain greater insight into building service opportunities, empowering sales and field-based teams to enhance revenue-generating activity.
Charlie has over 10 years of experience in building data, energy analytics, and enterprise software. Holding degrees from MIT, Harvard and Bowdoin, has been featured by the Wall Street Journal, Forbes, Marketplace and the US Department of Energy.
Supply Chain disruptions have been paramount during the pandemic for the past 2 years. Uncertainty in supply chains doesn't appear to be dissipating any time soon, and it is predicted that the challenges facing both the United States and the globe will continue in 2022.
Join host and Service Council CEO John Carroll for an interactive discussion with Alex Ward, Executive Director of Supply Chain Strategy & Transformation from Cummins Inc. Alex will discuss his experience and best practices as it relates to supply chain agility and how Cummins has built resiliency and sustainability into their operations.
According to the most recent Service Council Voice of the Field Technician Survey, 60% of survey respondents (ages 25-44) don’t anticipate remaining in the role over the next decade.
That’s a disturbing statistic for service leaders, particularly given other talent shortage trends such as the aging workforce, the Silver Tsunami, and the Great Resignation.
So, what’s the answer? We believe creating a career lattice of learning and growth opportunities, vs. the traditional career ladder, may provide a glimpse into new ways of defining and measuring the success of field service work.
Join our inService Podcast host David Nour, as he welcomes Rod Cook, Director of NA Service Operations at Trane Technologies to discuss Career Pathing for Field Service Technicians and the impact of the global pandemic on the lives of field service technicians, safety, policies, and quarantine mandates.
From the great resignation, to the silver tsunami, the talent agenda continues to challenge field service, customer service, and customer experience organizations globally. What if there was a unique business model that could provide leaders with a bit of relief?
Join this episode of the inService Podcast with host David Nour, as he welcomes Mynul Khan, founder and CEO of Field Nation. Recognizing the growing need for companies and independent workers to easily connect, Mynul Khan founded Field Nation in 2008, completely changing the landscape for on-site service work. His leadership has turned a once-budding startup into an enterprise-level offering that’s processed over $1B in transactions.
With a degree in Computer Science and a background in programming and data analysis, Mynul continues to expand Field Nation’s platform to allow businesses to grow their service delivery model, and maximize their profitability in the process. Today, Mynul sits on the Field Nation Board of Directors, and the Board of Trustees for St. Cloud State University. He is also an Advisory Board Member of CompTIA.
How's your service team's mental health during this ongoing global pandemic? How's their head and heart, really? If they're not feeling their best, how can they possibly deliver their best for internal or external stakeholders?
Join David Nour on this episode of the Service Council inService Podcast series as he welcomes guest Gail Sease, former manager of training and technical information at Hobart Service, as they discuss mental health and the employee experience.
Join us bi-monthly as we interview global field service, customer service, customer experience, and tech enabling leaders of their success.
Join David Nour on this episode of the Service Council inService Podcast series with Darren Roos, CEO of IFS - the global leader in Field Service Management, Enterprise Asset Management, and Enterprise Resource Planning. Darren’s career-building global software business spans over 20 years. Shouldering end-to-end responsibility for all products and the well-being and efficiency of 4,000 staff, Darren was the President of SAP’s global ERP Cloud business. With a reputation for being connected, direct, and invested, he also delivered his brand of consistency as General Manager of Northern Europe and Chief Operating Officer of EMEA for the company.
No less significant is the time he spent with Software AG as President of EMEA, APJ, LATAM as well as being on Software AG’s Group Executive Board.
A respected thought-leadership writer and Cloud expert, Darren’s not frightened of bucking comfortable trends within the industry. He doesn’t see being hot-on-the-heels of the market leaders as second place; working smart doesn’t take the place of working hard, and asking for help isn’t showing weakness. He advocates being in love with what you do, focusing on outcomes rather than hurdles, and facilitating customer choice at every step. Having grown up in South Africa, he understands the sound case for diversity in business.
When not at work, Darren puts as much energy into enjoying time with his wife and three children. In addition, he currently is a Board Director at Sitecore.
Join David Nour on this episode of the Service Council's inService Podcast Series as he interviews John Carroll, Service Council's founder, and CEO on the newly formed Service Evolve.
John Carroll is an entrepreneurial, marketing, and business development executive with a consistent record of growing revenue, market share, and business valuation.
He founded Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping, and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll’s direction, Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries.
John, Michael Israel, and Sheila Ahmed also join Nour for this LinkedIn Live conversation. Learn more at ServiceCouncil.com and join us this September 13-15 in Chicago for the Service Symposium.
He leads the U.S. Digital Buildings business for Schneider Electric. A recognized pioneer in Field Services and the Building Management space, he is a leader in accelerating the digital service experience for commercial buildings. With a career spanning close to four decades having held positions ranging from the frontline to the boardroom, he brings a unique perspective to driving strategic change in the industry. Prior to joining Schneider Electric, he held leadership positions at Comfort Systems and Johnson Controls. He earned his MBA at the University of Maryland and is based in Dallas, Texas.
Join David Nour on this episode of the Service Council inService Podcast with James Mylett.
BTW, James will be our guest on LinkedIn LIVE today at Noon ET - Join us to ask questions. We also turn the show notes from our podcasts into more in-depth articles, so check them on the Service Council website.
He is the Chief Innovation Officer at Vertiv, a global provider of critical digital infrastructure and continuity solutions headquartered in Columbus, Ohio. In his 30+ years in the industry, he has also led the global advanced analytics group for the services team at Vertiv, specializing in real-time data and connecting Vertiv’s nearly 1 billion operating products to the Vertiv cloud. He was also the global director of life-cycle management for the services group and has led in other services roles. His educational background includes ABD at Liberty University focusing on Agile project management of IoT and Big Data projects, an MBA from the University of Phoenix, and undergraduate degrees in Applied Mathematics and Information Technology. He is also a licensed commercial pilot and an avid biker.
Join David Nour on this episode of the Service Council's inService Podcast Series with Greg Ratcliff.
BTW, three quick points:
- Gregg will join Nour and Michael Israel, Service Council COO, today at Noon ET for a LinkedIn Live session. Hope you'll join us.
- We turn these podcast interviews into more in-depth articles, so check them out in the Service Council blog.
- We have some fabulous guests coming up, including John Carroll, Service Council founder to discuss Service Evolve. Hope you'll subscribe wherever you consume podcasts or at ServiceCouncil.com/Podcast.
She has proudly served Southwest Airlines for nearly 20 years and began her career as a Flight Attendant. She has held various Leadership roles along the way and currently serves as the Vice President for Inflight Operations.
She is passionate about helping others find what inspires them and believes that finding that inspiration is what drives Employee success. As a native of Louisiana, she is no stranger to Hospitality, and her passion for outstanding Customer Service drives her to make personal connections with Employees.
She and her husband, Michael, have two adult sons, Bobby and Brad.
Join David Nour on this episode of the Service Council inService Podcast with Sonya Lacore.
BTW, two quick points:
- We host each month's guest on a live stream video interview, so search #inServicePodcast for the latest updates.
- We turn the show notes from these podcast interviews into more in-depth articles, so look for them on ServiceCouncil.com/Blog
She is the Director of the Critical Accounts Program (CAP), an exclusive escalation program that provides tactical management for strategic, high-level enterprise accounts in a critical state.
Together with her team of experienced CAP managers, her goal is to ensure that all accounts entering the CAP program receive the highest level of account/escalation management throughout the venture, returning the account to a state of overall health and restoring the partnership to an HPE reference status. In 2016, the team won the President’s Quality Award (PQA), HPE’s top award for quality.
In her previous role, she led the 3PAR Critical Case Management team, a global high-performance program, and the team responsible for managing all 3PAR outage events. In this role, she established key relationships across HPE in support of addressing and resolving customer issues, working closely with HPE account teams, and promoting profitable customer relationships.
Prior to this, she held roles such as VP Customer Service and VP Professional Services in various technology companies, designing escalation programs targeting large enterprise-class customers, by optimizing cross-functional collaboration with key stakeholder groups to resolve complex and critical issues.
She holds a master’s degree in business from Golden Gate University in California. Join David Nour on this episode of the Service Council inService Podcast with Gaven Fahl.
BTW, two quick points:
- We host each month's guest on a TW Chat or a live stream, so search #inServicePodcast for the latest updates.
- We turn the show notes from these podcast interviews into more in-depth articles, so look for them on ServiceCouncil.com/Blog
He is a serial entrepreneur leading his fifth successful company in the industrial software sector, including the two most recent – ThingWorx, the leading Industrial IoT platform company (acquired by PTC), and Light-hammer, the pioneer in enterprise manufacturing intelligence software (acquired by SAP). He has been intimately involved in the last three software revolutions around humans and machines in manufacturing and service.
Join me on this episode of the Service Council inService Podcast series with Russ Fadel, CEO, and Co-Founder of Augmentir.
She is the Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics. In this role, she's responsible for driving the strategic direction of Ortho's remote global technical support centers and oversees the daily operations for field escalation, remote support, and technology-enabled customer support and service. Before joining Ortho Clinical Diagnostics in 2015, she held varying roles within Technical Phone Support, Field Service, Technical Training, and Global Support Management.
She began her career as a Medical Technologist working in multiple hospital clinical laboratories before moving to the medical device sector. She leads through service leadership, and prides herself on motivating her team to meet people "where they are," which means deeply understanding a person’s values, emotions and needs before engaging with them to foster strong connections, collaboration, and alignment.
Join us on this episode of the Service Council inService Podcast with Linda Tucci. Learn more about the Service Council and listen to our other episodes at ServiceCouncil.com/podcasts.
A digital transformation and analytics specialist with over 20 years of client-facing experience, he has held management positions at both IBM Canada and Cognos, before joining ProntoForms in 2018. Driven by a passion for building customer solutions which are based on innovation, design, and experience, he previously led the Professional Services team at ProntoForms, before assuming responsibility for Operations (systems, data & analytics, and business processes management).
He holds an Executive MBA from the University of Ottawa, and Bachelor's degrees from the University of Waterloo and McMaster University. He continues to subscribe to life-long learning and endeavors to stay abreast of all topics in the realm of thought leadership, design thinking, and artificial intelligence.
Join us on this episode of the Service Council inService Podcast with Aly Mawani.
He is currently the Service Director at BioTek Instruments, Inc., based in Vermont, and is responsible for the development and management of BioTek’s global service operations for all products and services. From installing customer equipment, training customers, field service, depot service, technical assistance call centers, contract sales/management, parts management, equipment documentation as well as dealer/distributor training.
Before joining BioTek in 2008, his background includes a vast array of industries including industrial machining, wood products, electronics, biotechnology, food products, defense industry, and others.
Join us on this episode of the Service Council inService Podcast Series with Sean Jordan.
He is the Senior Vice President of Dell Technologies Deployment and Partner Services, leading a global organization of over 4,000 service professionals, serving Dell Technologies’ customers in more than 140 countries. From configuration services, installations and deployments, managed services, on-site support, and asset recycling and resale, his team is responsible for supporting the entire customer lifecycle, and a $1 billion P&L. Join us on this episode of the Service Council inService Podcast Series with Bob Feiner.
I'm David Nour, host of the Service Council inService Podcast Series and this is episode 2 in our fourth season. Learn more at https://servicecouncil.com or email us your comment and suggestions for future episodes a podcasts@servicecouncil.com. #InServicePodcasts