Podcasts about field service

Ryan Jones from SAP discusses the new era of field service and asset management, covering AI agents, autonomous operations, and how integrated asset management drives supply chain resilience.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠=====Ryan Jones, Product Marketing Manager at SAP, joins us to explore the evolving landscape of field service and asset management. We talked about the risks of operational fragmentation, the ripple effects of asset downtime, and how AI agents transform maintenance from a cost center into a revenue driver. Ryan also shares success stories and discusses SAP's new unified offering, and outlines the journey toward autonomousoperations.===== Guest 1: Ryan Jones, Product Marketing Manager, Asset Management & Field Service, SAPRyan Jones has spent the last 10 years at SAP working across enterprise asset management, field service, and ERP. He has held roles in solution advisory, solution management, and product marketing, helping customers connect business processes with practical technology adoption. Before SAP, Ryan was an operations manager and SAP ERP user, giving him a grounded perspective on what it takes to make enterprise systems and AI work in real operations.Host 1: Richard Howells⁠⁠⁠⁠⁠⁠⁠Richard Howells⁠⁠⁠⁠⁠⁠⁠ has been working in the Supply Chain Management and Manufacturing space for over 30 years. He is responsible for driving the thought leadership and awareness of SAP's ERP, Finance, and Supply Chain solutions and is an active writer, podcaster, and thought leader on the topics of supply chain, Industry 4.0, digitization, and sustainability.Host 2: Oyku Ilgar, SAP  Oyku Ilgar is a marketer and thought leader specializing in SAP's digital supply chain and ERP solutions since 2017. As a marketer, blogger, and podcaster, she creates engaging content that highlights innovative SAP technologies and explores key topics including business trends, AI, Industry 4.0, and sustainability.   She holds dual bachelor's degrees in Finance & Accounting and English Translation, along with a master's degree in Business Administration and Foreign Trade, specializing in marketing. With her background in digital transformation, Oyku communicates technology trends and industry insights to help professionals navigate the evolving business landscape.  ===== Show Links:SAP Field Service and Asset Management: The Next Evolution of SAP FieldService Management. LINKSupply Chain Management:  ⁠⁠⁠⁠⁠⁠SAP Supply Chain Management⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠SAP Insights: Supply Chain⁠⁠⁠⁠⁠⁠       Follow Us on Social Media : Richard Howells: ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠Oyku Ilgar: ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠      SAP Digital Supply Chain: ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠    Please give us a like, share, and subscribe to stay up-to-date on future episodes! 

Fachkräftemangel im technischen Außendienst – für viele KMU ist das längst kein abstraktes Zukunftsthema mehr, sondern spürbare Realität. In vielen mittelständischen Unternehmen wächst das Servicegeschäft – mehr Wartungsverträge, mehr Störungen, höhere Kundenerwartungen. Gleichzeitig gehen erfahrene Servicetechniker:innen in Rente und offene Stellen bleiben monatelang unbesetzt. Die Folge: Die Disposition wird zum Tetris-Spiel, Puffer fehlen und die Belastung im Team steigt. Das Video beleuchtet, warum die entscheidende Frage nicht lautet „Wo finden wir fünf neue Leute?", sondern „Warum sollte eine gute Fachkraft ausgerechnet zu uns kommen – und bleiben?" Denn das Image des technischen Außendiensts schreckt viele Bewerber:innen ab, bevor sie den Job überhaupt verstanden haben.

A growing gap between device complexity and organizational knowledge is turning service reliability into an enterprise‑level risk for regulated industries.   In this episode, Ryan Makely, Senior Director of CALID Service at Bruker Scientific, breaks down how fragmented documentation, rapid loss of expert judgment, and inconsistent field diagnoses undermine both operational performance and any future AI‑enabled support capability — in conversation with Emerj's Marilie Fouché.   Leaders will hear practical themes around building structured knowledge foundations, reducing repeat‑visit failure cycles, and preparing service teams for scalable AI adoption.   This episode is sponsored by Aquant.   Learn more about how Emerj drives  pipeline for other AI brands - download our media kit at emerj.com/AD1

On this episode of 3:12 we were joined by Zaid Zulqarnain of Spectra Scientific, to share their story of transformation, from a small equipment rental company to the creators of innovative field tech and equipment. Make sure to use code: HRP at checkout for your next Spectra purchase!      A reminder that our Play Hard segment is also available in video form! Watch that on our YouTube Channel. Make sure you subscribe, give us a review & check us out on social media!YouTubeLinkedInInstagramTwitterFacebookWebsite

Experienced field engineers are retiring or moving on faster than ever, and the troubleshooting knowledge they carry rarely makes it into a manual before they go.   In this episode, Deniz Mullis, Senior Director of Global Technical Operations at Cytiva, examines why closing that knowledge gap takes daily feedback loops, cleaner documentation, and technician trust. Deniz joins Emerj's Yolandi de Weerdt to walk through what breaks first during a rollout, how her team builds confidence in AI-assisted guidance, and what has to be true inside a service organization before an AI investment can pay off.   This episode is sponsored by Aquant.   Learn how consultants are winning business with evidence-based AI ROI, and building long-term capabilities instead of chasing short-term gains. Download our free PDF report, "3 Keys to Thriving in the Coming Era of Automation" at emerj.com/cok1

Throwing it back to a rerelease of the the very first episode of Frontline UNSCRIPTED - a series from Future of Field Service where host Sarah Nicastro steps away from the C-suite and hands the mic to the people doing the work.Phil Manchester, Service Team Lead at AirTight FaciliTech, joins Sarah Nicastro for the inaugural episode of Frontline UNSCRIPTED — a series that gives the mic to the people doing the work. Phil shares what drew him to the trades, how he made the leap from technician to team leader, and what frontline workers really need from leaders. Originally released in 2024, returning as part of our summer rerelease series.

Stuart Thompson, President of the Electrification Service Division at ABB, joins Sarah Nicastro to explore how ABB is using AR and AI to modernize field service across 3,000 engineers in 50 countries - real deployments, real results, and where the model is heading next. Originally released in 2023, returning as part of our July rerelease series.

Episode GuestJeff Cleaven is a Field Service Technician at Virgin Media O2, helping customers across London stay connected by installing, maintaining and troubleshooting broadband, TV and phone services. Originally from South Africa, Jeff brings a people-first approach, a passion for learning and a commitment to delivering exceptional customer experiences.Episode PartnerThis episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country.Chapters0:00 Introduction1:28 Meeting Jeff Cleaven2:48 Jeff's first job teaching children to swim4:22 Why Jeff walked away from becoming a pilot5:20 Changing careers and taking risks6:05 Jeff's advice for anyone starting their career7:06 Finding mentors by showing up8:19 A day in the life of a Virgin Media O2 Field Service Technician9:34 Installing broadband and solving customer problems11:04 How every career taught Jeff something valuable12:13 Why customer experience matters more than ever13:46 How to deliver exceptional customer service16:32 The technical skills behind the role17:30 Dealing with difficult customers20:12 Lessons from protecting wildlife in South Africa22:10 Becoming a Field Service Technician at Virgin Media O223:01 Career opportunities and apprenticeships at Virgin Media O225:01 Learning, training and support at Virgin Media O226:27 Jeff's Duvet Flip27:42 Final thoughtsDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counselling, financial guidance, legal consultation, or mental health support. Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here:https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Komplexes Projektgeschäft, lange Vertriebszyklen und Tausende Anforderungen. Die Herausforderungen, vor denen BODE stand, dürften den meisten B2B-Playern nicht fremd sein. In dieser Folge spricht Sam mit Christoph Theis, dem Head of BID-Management bei BODE. Im Zentrum steht der Weg von analogen Sammelrunden vor einer riesigen Excel-Tabelle hin zu einem durchgängigen CRM-System mit Salesforce für Vertrieb, Angebotsmanagement und Field Service. Das Gespräch zeigt, wie ein Industrieunternehmen Excel, Access-Datenbank und Insellösungen durch ein zentrales CRM ersetzt, Reporting und Datenqualität in den Griff bekommt, KI im Angebotsprozess nutzt und gleichzeitig Change Management und Akzeptanz im Vertrieb aufbaut.Hier findet ihr Christoph auf LinkedIn: https://www.linkedin.com/in/christoph-theis-bb2933286/ Mehr von Sam auf LinkedIn: https://www.linkedin.com/in/samuel-stoetzner/ Noch mehr Insights zum CRM-Projekt: https://www.dotsource.de/referenzen/success-stories/bode-crm/

Marina George, Field Service Engineer at Oxford Instruments, never planned to end up in field service — she wanted to be a doctor, then fell in love with research. As the first female guest on Frontline UNSCRIPTED, she shares an unconventional path into the industry, what it's been like as a woman in a field with very few, and why "just be yourself" is the best advice she ever received.

In this solo episode, Sarah Nicastro recaps the Future of Field Service Live event in New York City — covering highlights from five sessions on change management, customer intimacy, competitive positioning, technician enablement, and AI strategy. If you couldn't be in the room, this is the next best thing.

wE MP3 June 2026 - 03

Euer ERP-System verwaltet Finanzen, steuert den Vertrieb und bildet die Grundlage für unternehmerische Entscheidungen – doch in der operativen Praxis stoßt Ihr damit schnell an Grenzen. Ob im Lager, in der Produktion oder im Field Service: Überall dort, wo die eigentliche Wertschöpfung stattfindet, fehlen oft spezialisierte Funktionen. In diesem Video zeigen wir Euch, wie Ihr diese ERP-Funktionslücken gezielt schließt – ohne Euer bestehendes System zu ersetzen.

Wes is a field service engineer at Tokyo Electron in North Phoenix, Arizona. Wes discusses his role, which involves maintaining and repairing equipment for the semiconductor industry.. He notes the industry's shift towards contractor models and the benefits of full-time employment, including training opportunities and tuition reimbursement. Wes highlights his transition from the military to the semiconductor industry and the cultural diversity he encounters in the workplace. Wes advises patience and perseverance for those interested in working in the semiconductor industry.

What if your AI strategy is actually holding you back?In this episode of UNSCRIPTED, recorded on-site at Field Service Next West in San Diego, host Sarah Nicastro sits down with Jayda Nance, AI Product Owner at IBM, to cut through the hype and explore what it really takes to create value with AI.From problem-first thinking to proving value through pilots, this conversation challenges the “move fast” mentality and shows why moving smart is what actually drives results.

The following article of the Oil & Gas industry is: “PEMEX, Mexican Oil Field Service Industry Stand at the Crossroads” by Luis Miguel Labardini, Partner, Marcos y Asociados.

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In this episode of UNSCRIPTED, host Sarah Nicastro recaps the key insights, standout sessions, and pivotal conversations from Field Service Next West 2026 in San Diego.From balancing globalization and localization to redefining the service value proposition, this episode explores how industry leaders are navigating the intersection of technology innovation, talent transformation, and culture-driven leadership. Sarah shares her personal reflections from the event, highlighting the themes that will shape the future of field service.

Wir zeigen euch, warum der Field Service im Maschinenbau heute relevanter ist denn je – und welche typischen Fehler ihr auf keinen Fall machen solltet!

Jacob Brumbelow is a Service Technician at MaxAir Mechanical who discovered that the trades offered far more opportunity, growth, and fulfillment than the college path he once assumed was his only option.In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Jacob to explore how younger technicians think about loyalty, growth, leadership, and career development—and what companies need to understand if they want to attract and retain the next generation of frontline talent.He explains:▪️ Why the trades deserve more visibility as a meaningful career path▪️ How younger talent defines loyalty differently than older generations▪️ Why growth opportunities matter so much in attracting and retaining technicians▪️ What senior leaders often misunderstand about younger frontline workers▪️ How feeling heard and included can make a major difference in retention▪️ Why younger technicians want to understand the “why,” not just follow instructions▪️ How leadership development can open new career possibilities early on▪️ Why trying new things matters more than following the path you think you're supposed to take00:00 Intro01:08 Jacob's Journey from College to HVAC03:34 Apprenticeship, Journeyman Path, and Career Progression06:41 Challenging Stereotypes Around the Trades08:24 Family Support and Rethinking Career Assumptions10:55 Why HVAC Clicked and What Makes the Work Fulfilling12:48 What Younger Talent Wants: Growth, Opportunity, and Purpose14:02 Why Feeling Heard Matters More Than Leaders Realize16:28 Generational Differences in Motivation and Career Outlook21:02 Inside MaxAir Mechanical's Leadership Academy23:38 Building Confidence Through Public Speaking and Development28:15 Redefining Leadership as Service32:29 What Younger People Should Know About Career Paths in the Trades35:35 What Senior Leaders Get Wrong About Younger Talent39:16 Final Advice for Younger Listeners40:30 Closing ThoughtsThis episode is for service leaders, frontline managers, and anyone thinking about how to better attract, develop, and retain younger talent in field service.Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about Frontline UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

What if the biggest gap in field service today isn't operational but commercial?In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Vivek Swaminathan, Director of Products & Solutions for Digital Workplace Services at Unisys, to explore why field service must be treated as a strategic differentiator, how to align pricing with the true value being delivered, and what it really takes to move from cost center thinking to growth-driven service models.Vivek shares practical insights on bridging the gap between execution and strategy, articulating value in a digital-first world, and why human-machine collaboration is key to unlocking the next phase of service excellence.Whether you're navigating pricing challenges, investing in AI and automation, or rethinking the role of field service in your business, this conversation offers a clear, real-world perspective on what comes next.What You'll Learn:▪️ Why field service is no longer a back-office function—but the face of your brand▪️ The “value gap” in service pricing—and how to close it▪️ Why execution must match commercial strategy to avoid margin erosion▪️ How to articulate value beyond time on-site in a digital-first service model▪️ The role of human-machine collaboration in driving better outcomes▪️ Why operational excellence is now the baseline—not a differentiator▪️ How service organizations can shift from cost control to growth enablementKey Moments:00:00 Intro02:19 Why Field Service Is the Face of the Brand08:12 Human + Technology: Why Collaboration Matters10:44 The Value Gap in Service Pricing13:07 Selling Value Beyond On-Site Time16:01 Why Execution Determines Success19:44 Operational Excellence Is Now the Baseline23:24 Moving Beyond Efficiency to Experience26:34 Unlocking Growth Through Field Service28:52 From Cost Center to Growth Engine31:48 The Rise of Outcome-Based Models33:44 Final ThoughtsAbout the Guest:Vivek Swaminathan is Director of Products & Solutions for Digital Workplace Services at Unisys. With nearly two decades of experience across service delivery, presales, and global transformation initiatives, Vivek brings deep expertise in field service strategy, commercial models, and digital innovation. His work focuses on helping organizations unlock value through better alignment of technology, execution, and customer outcomes.

David Alazraki is a Partner in PwC's Field Service and Operations Practice, where he helps enterprise organizations modernize field service operations across asset-intensive industries. With nearly two decades of experience, he brings deep expertise in digital transformation, platform strategy, and operational excellence.In this episode of UNSCRIPTED, host Sarah Nicastro sits down with David to explore how field service management has evolved—from fragmented tools to connected platforms—and what leaders must focus on next to build resilient, future-ready operations.He explains:▪️Why not every requirement is a “key decision”—and how to avoid unnecessary customization▪️Why operational excellence is now table stakes, not a differentiator▪️The “Connected Platform Vision” and why field service cannot operate in isolation▪️How to navigate a fragmented vendor landscape without decision paralysis▪️Why consolidation and integration matter more than ever▪️How AI acts as an amplifier—not just an efficiency tool▪️Why domain and industry expertise are critical to transformation success▪️How to make smarter, faster decisions that actually move the needleFollow Along:00:00 Intro00:02:33 The Field Service Management Inflection Point00:06:31 The IPSECA Model: Why Field Service Can't Exist in Isolation00:09:51 The Connected Platform Vision Explained00:16:41 Key Decisions vs Customization00:24:17 Aligning Decisions to Your Vision00:31:46 Navigating a Fragmented Market00:37:09 Service as a Growth Engine00:41:05 Why Operational Excellence Is No Longer Enough00:42:12 AI as an Amplifier, Not Automation00:48:29 Why Domain Expertise Matters More Than Technology00:51:47 Lessons from Endurance Racing00:53:57 Key Takeaways & Final Thoughts

Send us Fan MailThe Future of Field Service: From Cost Control to Value CreationField service is evolving—and value is the new metric that matters.In this episode, Ginny Lebeck, Michael Mendoza, and Boris Klimovitsky break down the biggest shifts shaping modern field service, from AI adoption to revenue‑driven transformation. Learn why leading organizations are moving beyond technology for technology's sake and focusing on outcomes that drive real business impact.What You'll LearnWhy value‑driven transformation is replacing cost‑only strategiesHow AI is unlocking new revenue and operational opportunitiesWhat it means to “go beyond the field” with end‑to‑end service optimizationHow to measure and prove the value of AI in service operationsGoing Beyond the FieldTrue service transformation doesn't stop with technicians. This conversation explores how organizations are extending service impact across customers, processes, and the broader business—connecting people, processes, and AI to deliver smarter, more scalable outcomes.Meet Us at Field Service Next – San DiegoThe team also shares what they're looking forward to at Field Service Next, including connecting with peers, customers, and partners who are navigating these same challenges. If you're attending, stop by booth #215 to continue the conversation.global.hitachi-solutions.com

Send us Fan MailField service operations play a critical role in connecting customer experience, asset reliability, and recurring revenue generation, making them a strategic function rather than a purely operational one. As service models expand to include installations, preventive and predictive maintenance, equipment rentals, and aftermarket support, the supporting systems must evolve beyond simple scheduling or work order tracking. Modern field service platforms must coordinate technician dispatch, parts availability, service contracts, asset history, and real-time performance data while enabling seamless collaboration between service, finance, and supply chain teams. This deeper operational integration allows organizations to improve first-time fix rates, maximize asset uptime, increase service profitability, and deliver more consistent, high-quality customer experiences in increasingly complex service environments.In this episode, our host Sam Gupta discusses the top field service systems in 2026. He also discusses several variables that influence the rankings of these field service systems. Finally, he shares the pros and cons of each field service system.Video: https://www.youtube.com/watch?v=iNCWWbSRXKcRead: https://www.elevatiq.com/post/field-service-systems/Questions for Panelists?

What does it actually take to build a billion-dollar septic company?In this episode of Owned and Operated, John Wilson sits down with the founders of Epic Septic to break down one of the most overlooked—and profitable—home service industries.They share how they went from zero to rapid growth, why septic is dramatically less competitive than HVAC or plumbing, and how simple fundamentals like answering the phone and selling on the first call can outperform expensive marketing strategies.In this episode, we cover:Why septic is one of the most overlooked home service opportunitiesHow 90% of competitors fail to answer the phone (and lose business because of it)Why speed-to-lead and phone sales drive extremely high close ratesThe real economics behind building a $100M–$1B service businessHost: John Wilson https://x.com/WilsonCompaniesGuests: Kyle Voss Chad Riddersen https://epicseptic.com/Break through the $5M ceiling.Join John Wilson and Jack Carr May 5–7, 2026 in Akron, Ohio for the Breaking $5 Million Workshop—a 3-day, in-person event for HVAC, plumbing, and electrical owners ready to scale. You'll see the Wilson operation live, sit in on a real sales huddle, tour the shop, and build your roadmap to $5M+.

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn't external—but internal—and how releasing ego, overcoming fear, and challenging what you've normalized can unlock real, lasting transformation.He explains:▪️Why competing with others limits your growth—and how to focus on your true capacity▪️How ego shows up as “looking good vs being good” in leadership▪️Why fear doesn't stop action—but stops boldness and authenticity▪️The concept of “perception prison” and how it silently holds people back▪️The two hidden blockers of performance: shame and unforgiveness▪️Why releasing disappointment is a daily decision—not a feeling▪️The 4-step practice to stay grounded and lead with an open heart▪️How “normalize, rationalize, actualize” shapes your results and long-term successFollow along:00:00 Intro01:20 From the Caribbean to Transformational Leadership12:00 Stop Competing Against Others, Compete Against Yourself18:46 Fire Your Representative: Lead With Authentic Confidence26:03 Fear Doesn't Stop Action—It Stops Boldness35:47 The Decision Precedes Ability: Releasing Disappointment45:33 The Power of Perspective Over Perception49:44 Seven Minutes of Solitude: Open Hands, Open Heart52:45 Challenge Your Norms: What You Normalize, You Actualize56:00 Key Takeaways & Final ThoughtsFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets/Learn more about the UNSCRIPTED podcast: https://futureoffieldservice.com/podcast/

Self-care isn't selfish. Leadership expert Hannah Knowles explains why taking care of yourself first might be the most powerful leadership decision you can make.In this International Women's Day episode of UNSCRIPTED, Hannah Knowles joins host Sarah Nicastro to discuss self-care, women in leadership, resilience, and navigating change in today's workplace.Hannah Knowles is a keynote speaker at Art of Brilliance, a wellbeing training company focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a collection of reflections and insights about what gives our lives meaning: love.She explains:Why self-care isn't selfish and makes you a better leaderThe “Give to Gain” paradox and why prioritising yourself benefits othersWhy consistency beats intensity when building habitsHow noticing “glimmers” can shift your mindset and wellbeingThe Kaizen approach to creating meaningful change through small stepsWhy leaders should focus on what they can control during uncertaintyHow vulnerability and honesty build stronger teamsWhy perspective shapes how people respond to changeThe leadership power of saying “I'll go first”Why celebrating progress matters more than chasing perfectionFollow along:00:00 Intro01:00 Meet Hannah Knowles and the Art of Brilliance mission04:00 Why self-care shouldn't feel selfish07:30 Consistency beats intensity when building habits10:45 Why women often struggle to prioritise themselves15:10 The concept of “glimmers” and finding everyday joy19:30 The Kaizen mindset and the power of small steps24:30 Eat, move, sleep, relationships — the foundations of wellbeing29:00 Why perspective shapes how we respond to change34:20 Leading through uncertainty and supporting teams39:30 Why vulnerability is a leadership strength45:00 The “I'll go first” leadership mindset50:30 Celebrating progress instead of perfectionFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service/Learn more about the UNSCRIPTED podcast:https://futureoffieldservice.com

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.While 85% of service leaders say they are optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.In this conversation, you'll learn:• How Tetra Pak evolved from a la carte services to outcome-based partnerships• Why service growth should be anchored in customer value realization, not revenue targets• The connection between employee experience, service quality, and long-term retention• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation• What organizations must do to move beyond the “2%” of outcome-based service offerings• Why workforce shortages, travel reduction, and knowledge management can become strategic advantagesSasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.If you're navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.Because in the end, as Sasha puts it:“You sell equipment once. Customers come back for the service experience.”

Hey SOGs (Soldiers of God)

Skilled trades are facing accelerating retirements, rising customer expectations, and rapid advances in AI—putting the field service industry at a critical inflection point. Industry estimates suggest millions of frontline roles could go unfilled over the next decade, even as technology promises to automate more tasks than ever before. The stakes are high: decisions made now will determine whether organizations future-proof their workforce or permanently lose hard-won field knowledge.So, how can leaders in service-based industries adopt new technology without losing the human expertise, relationships, and culture that make service work?That's the focus of the latest episode of Straight Outta Crumpton, hosted by Greg Crumpton, featuring Sarah Nicastro, Founder and Editor in Chief of Future of Field Service. Together, they explore the intersection of leadership, frontline work, technology, and communication—digging into what it truly takes to build resilient service organizations in a time of massive change.What you'll learn…Why peer groups, storytelling, and shared learning are essential to combating isolation in the skilled trades.How AI can support (but never replace) frontline expertise, mentorship, and human judgment.The leadership and communication shifts required to attract, retain, and develop the next generation of field service professionals.Sarah Nicastro is the Founder and Editor in Chief of Future of Field Service, a global thought-leadership platform dedicated to service-based businesses. She is also the Principal Evangelist at IFS, a leading provider of service management, enterprise asset management, and industrial AI solutions. A recognized industry voice, Sarah was named one of HDI's Top 25 Thought Leaders of 2025. With a background in business publishing and an MBA, she is known for connecting leaders across industries, amplifying frontline perspectives, and championing people-first approaches to innovation.

A story about building market leadership by saying no to obvious growth—on purpose.This episode is for SaaS founders chasing international expansion—and questioning if dominating locally first makes more sense.Most SaaS companies chase international markets early. Get traction locally, then expand globally fast.Jim Whatmore, CEO of Joblogic, walked away from that playbook. He spent three years attending HVAC shows in the US, picked up customers, then stopped. He saved his marketing budget for UK and Ireland only. He turned down international revenue to dominate his home market first.From 11 people and £500K revenue in 2013 to 500 people today. Ten-year grind to £9M, then quadrupled in two years through four strategic acquisitions. Vista Equity Partners betting £100M+ on the execution.And this inspired me to invite Jim to my podcast. We explore how geographic restraint and strategic patience create market dominance. Jim shares his thinking about why he walked away from US customers, how staying trade-agnostic opened entire markets, and why he spent four years completely rebuilding his cloud platform while competitors kept betting on their old stack. And you'll discover why he bought competitors instead of trying to outbuild them.We also zoom in on three of the 10 traits that define remarkable software companies:Acknowledge you cannot please everyone – UK and Ireland only, walking away from US revenue Focus on the essence – Field engineer workflows are similar regardless of trade Master creating momentum – Quadrupled revenue in two years after a decade of patient buildingJim's story is proof that dominating your home market beats chasing global reach too early.Here's one of Jim's quotes that captures why geographic focus matters:"Our tagline for job logic is growing job logic, for us, it's personal, and it's personal because of the tenure of a lot of my team have been with us for a long time, and a lot of our customers have been with us for a long time. And there's a lot of value in that, that we're present and that we're on the ground, and that we know our customers, and that's more difficult to achieve in a different geo without a bulletproof strategy."By listening to this episode, you'll learn:Why walking away from international revenue accelerates home market dominanceWhen staying trade-agnostic beats vertical specialization in field serviceWhy acquiring competitors with legacy tech accelerates customer base growthWhat patience actually looks like when rebuilding platforms under competitive pressureGuest InfoFor more information about the guest from this week:Guest: Jim Whatmore, CEO at Joblogic Website: joblogic.com

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Dave Clement, Partner and Head of the New York office at Simon-Kucher, to unpack a joint global research project to explore the trends, challenges, and opportunities defining commercial potential within today's service landscape. Whether you're navigating digital transformation, rethinking your pricing strategy, or building a customer-centric growth model, this conversation sheds light on what the research reveals about the foundational shifts required to translate commercial excellence into competitive edge.

In this power-packed episode of TECHtonic, TSIA Executive Director Thomas Lah speaks to Rajat Shah, Vice President of Services at Tetra Pak, for a rare inside look at one of the world's most sophisticated industrial service organizations. From delivering 5+ million service hours annually to supporting more than 100,000 pieces of equipment across nearly 200 countries, Tetra Pak is transforming its global service operations with remarkable speed and scale.Rajat shares how Tetra Pak is unlocking ROI through remote support, AI-powered virtual assistants, IoT-driven predictive maintenance, and robotic process automation, all while upskilling a 3,000-person field workforce through modern digital learning models. He reveals what it takes to build customer trust, how AI is capturing tribal knowledge from an aging workforce, and why tomorrow's service engineers will be more account-integrated and digitally empowered than ever.If you want to understand where service models are heading, and how fast you need to evolve, this episode is your blueprint.

Don't miss the replay of our live event where James Shepherd, Jon Shirey, and Gabe Pinchev introduced a powerful new opportunity for agents and ISOs: reselling FieldPulse through the Full Stack Payments app. You'll see how FieldPulse helps contractors in industries like HVAC, plumbing, and electrical manage scheduling, invoicing, and payments—all in one simple platform. With full dual pricing support and a native QuickBooks integration, it's a complete solution for busy service businesses. We also covered how to position FieldPulse with prospects, set demos, and grow long-term residuals through the Full Stack ecosystem. If you're looking to break into the trades and boost your portfolio, this is a must-watch. Also, don't miss the latest Today in Payments episode with Patti Murphy. Check out the blog post here: https://todayinpayments.com/blog/rtp-growth-aws-disruptions-and-a-mobile-wallet-showdown

Host of UNSCRIPTED Sarah Nicastro takes us behind the scenes of the Future of Field Service 2025 Stand Out 50 leadership awards two of this year's judges: Ged Cranny, who retired earlier this year from his role as Senior Consultant with Konica Minolta's International Service Business after a 45-year career in field service and Roy Dockery, Sr. Director of Field Services Research at TSIA, Author, and also a former service leader himself. They share an inside look at the process of reviewing nominations to select this year's Stand Out 50, observations around the importance of recognizing service leaders, and a message for this year's recipients.

Send us a textField service systems have emerged as a critical and independent pillar of enterprise software, complementing ERP and CRM rather than blending into them. Their siloed design is deliberate—crafted to empower technicians and contractors operating in unpredictable environments where connectivity can falter. By truncating transactions and prioritizing speed, these platforms enable uninterrupted operations in the field, with data later synced to the enterprise backbone. This decoupled architecture ensures that essential functions—like customer interactions, service tickets, and work orders—continue smoothly without being weighed down by complex back-end models. Rather than a limitation, this separation is a strategic strength, enabling real-time, device-centric execution in even the most bandwidth-challenged scenarios.In this episode, our host Sam Gupta discusses the top 10 Field Service Systems in 2025. He also discusses several variables that influence the rankings of these field service systems. Finally, he shares the pros and cons of each field service system.Background Soundtrack: Away From You – Mauro SommFor more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs. rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform. 

In today's high-volume service environments, the smallest misstep can erode both efficiency and customer trust. In this episode, Eric Rivas, Director for Service Repair at Electrolux, joins Emerj Editorial Director Matthew DeMello to share how frontline data and technician expertise can be better captured, organized, and applied to deliver consistent, first-visit success. Rivas advises service leaders on best practices for approaching the challenges of tribal knowledge transfer, skill development, and diagnostic accuracy in large service organizations. He also breaks down the build-versus-buy dilemma facing many service leaders when it comes to new technology—and why effective partnerships often prove more valuable than internal development. Listeners will gain insights into balancing efficiency with reliability, empowering frontline teams, and building long-term trust with customers at scale. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business' podcast! This episode is sponsored by Aquant. Learn how brands work with Emerj and other Emerj Media options at emerj.com/ad1.

Today, Velocitor Solution's Rudy Nemeth talks about the evolution of fleet technology from digitizing basic processes to integrated platforms that enhance safety and efficiency! Rudy highlights how utilizing AI in fleet management helps identify safety issues, existing data challenges in logistics companies, cash flow constraints faced by small businesses, and the benefits of technology advancements!   About Rudy Nemeth As the VP of Sales at Velocitor Solutions, Rudy has over 25 years of experience in new business development for mobile software solutions and managed mobile services. His expertise includes Enterprise Cross-Platform Mobile Apps, Mobile Back-End, and ERP Integration. He also manages a fleet management system that includes GPS tracking, telematics monitoring, FMCSA-compliant ELD system, driver score cards, and in-cab video. His vertical markets include Consumer Packaged Goods, Field Service, Transportation and Logistics, Manufacturing, Retail, and Field Sales. He's passionate about delivering innovative and effective mobile solutions to various industries and helping businesses optimize their operations and performance.   Connect with Rudy Website: https://velocitor.com/  LinkedIn: https://www.linkedin.com/in/rudynemeth/  

In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week's Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical perspectives from industry leaders at TOMRA North America and Tampa Electric.

In today's episode of Tech Talks Daily, I sat down with Bulent Cinarkaya, General Manager of Field Service Management at ServiceNow, to explore how AI is transforming the frontlines of field service. Often overlooked in the broader tech conversation, the technicians working outside the office are now seeing real, tangible improvements to their daily workflows thanks to advancements in intelligent automation. Bulent brings a wealth of knowledge from working closely with global organizations that rely on ServiceNow to improve how they plan, dispatch, and support field teams. We talked about how agentic and generative AI are no longer theoretical tools; they are actively used to predict what technicians will need before arriving, automate access to resources, and reduce inefficiencies in task planning. One of the most compelling parts of our conversation was how ServiceNow is using AI to improve productivity and enhance the human experience. From easing the onboarding of new technicians to capturing decades of experience from retiring experts, AI is helping teams bridge a generational gap in expertise. Technicians can now rely on intelligent systems to surface the correct information at the right moment, whether through summarizing technical documents or guiding them through complex tasks. We also discussed the operational impact, with examples from customers like Bell Canada, Coursera, and British Telecom, who are seeing measurable improvements in scheduling accuracy and time to resolution. Bulent stressed the importance of unified data models, integrated platforms, and strong change management as organizations look to scale AI to ensure adoption and success. This episode is a wake-up call for anyone still on the fence about AI in field service. AI is not only improving technician efficiency, but it's also helping companies retain talent, meet rising customer expectations, and ultimately future-proof their operations. So, how ready is your organization to move beyond proof of concept and turn AI into a field-ready advantage?          

Sarah shares an overview of session highlights as well as her personal observations of Field Service Palm Springs 2025.

In a brief solo episode, Sarah provides an update on Future of Field Service events for 2025 plus a sneak peek into a few other exciting things in the works!

In this heartfelt episode of UNSCRIPTED, host Sarah Nicastro sits down with Ged Cranny, Senior Consultant with Konica Minolta's International Service Business, as he reflects on his remarkable 45-year journey in field service on the cusp of retirement. From navigating the evolution of service from cost center to strategic advantage, to insights on balancing technological innovation with human connection, Ged shares candid perspectives on leadership, diversity, and the enduring importance of customer relationships. Whether you're a seasoned service leader or rising through the ranks, this conversation offers valuable wisdom on building successful service organizations while maintaining the 'family feel' that makes field service special.

Sarah shares what's on the hearts and minds of the Future of Field Service community when it comes to International Women's Day 2025 and its theme to #AccelerateAction.

In this episode of Torsion Talk, Ryan lays out his ultimate wish list for Field Service Management (FSM) software – breaking down the must-have features that home service businesses NEED but most FSM platforms lack.What You'll Learn in This Episode:

In this episode of Torsion Talk, Ryan shares the latest updates on his journey to find the best field service management software for home service businesses. After demoing Service Fusion, FieldPulse, and scheduling a highly anticipated call with Acumatica, Ryan reflects on how his perspective is evolving as he digs deeper into these platforms.He breaks down the fundamental difference between dispatch-first platforms like Jobber, Housecall Pro, ServiceTitan, and financially-rooted ERP systems like Acumatica and NetSuite. Plus, he talks about why some platforms' lack of a free trial raises red flags and the importance of open API integration for long-term success.What You'll Learn in This Episode:✅ Dispatch vs. Financial Foundation – Why the software's starting point matters for growth. ✅ Early Demo Insights – Service Fusion, FieldPulse, and why Acumatica stands out. ✅ Key Software Evaluation Criteria – Scheduling, CRM, Inventory, Reporting, API access & more. ✅ Hidden Frustrations – Syncing issues, limited trial access, and user interface pitfalls. ✅ Ryan's Realization – Why your software needs evolve as your business grows.Key Talking Points:

In this episode of Torsion Talk, Ryan kicks off a new series dedicated to finding the best field service management software for garage door businesses and home service companies. If you've ever felt frustrated with your CRM, overwhelmed by rising software costs, or stuck with tools that don't fully meet your needs—this series is for you.Ryan shares his first-hand experiences with platforms like ServiceTitan, Jobber, ServiceFusion, Housecall Pro, and others. He breaks down the must-haves for the ideal FSM software, the common pain points business owners face, and why so many companies feel stuck with overpriced, underperforming systems.What You'll Learn in This Episode:✅ Why most FSM software companies miss the mark—and what they should be focusing on.✅ The biggest challenges in choosing the right software for your business.✅ Why ServiceTitan left Ryan frustrated—and what he's looking for in a replacement.✅ The key features every garage door business needs from an FSM platform.✅ How AI and automation will reshape the future of field service management.Key Discussion Points:

In this episode of The Unscripted Podcast, host Sarah Nicastro is joined by Maureen Azzato, Portfolio Director for Manufacturing and Field Service Events at Worldwide Business Research (WBR), to discuss the current state of AI in field service. Drawing from WBR's recent research, they explore the industry's adoption trends, successful use cases, and common implementation challenges.  Maureen shares insights on how early adopters are leveraging AI for operational efficiency, knowledge management, and improved customer satisfaction, while addressing concerns about integration, costs, and change management. They also discuss the future of AI in field service and preview upcoming topics for the Field Service Palm Springs 2024 event. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

Today on the Clean Power Hour, host Tim Montague sits down with David Huebsch, Field Service Engineer and Manager for CPS America's Central Region. Drawing from his unique background transitioning from wind turbine maintenance to solar inverter service, David shares valuable insights into the critical role of field service in the solar industry.The conversation delves deep into the daily challenges and responsibilities of solar field service, from commissioning new sites to troubleshooting communication issues and managing customer relationships. David offers a fascinating glimpse into the technical aspects of inverter maintenance, the importance of proper installation, and the crucial role of customer support in the solar industry.We also delved into CPS America's upcoming fourth annual Product Innovation Day on April 2nd in Dallas where solar professionals gather for an exclusive behind-the-scenes look at upcoming product releases and industry innovations. This mini-conference provides unparalleled networking opportunities with CPS America's leadership team, engineering department, and customer support specialists while offering attendees valuable insights into the company's latest technological developments. Check out CPS Product Innovation Day 2025: https://loom.ly/Ll19EVkThe episode also highlights CPS America's approach to customer service and the importance of building strong relationships with clients. Whether you're a solar professional, project developer, or simply interested in the technical side of solar energy, this episode offers valuable insights into what keeps solar farms running efficiently.Social Media HandlesDavid HuebschCPS AmericaCPS America Innovation Day Support the showConnect with Tim Clean Power Hour Clean Power Hour on YouTubeTim on TwitterTim on LinkedIn Email tim@cleanpowerhour.com Review Clean Power Hour on Apple PodcastsThe Clean Power Hour is produced by the Clean Power Consulting Group and created by Tim Montague. Contact us by email: CleanPowerHour@gmail.com Corporate sponsors who share our mission to speed the energy transition are invited to check out https://www.cleanpowerhour.com/support/The Clean Power Hour is brought to you by CPS America, maker of North America's number one 3-phase string inverter, with over 6GW shipped in the US. With a focus on commercial and utility-scale solar and energy storage, the company partners with customers to provide unparalleled performance and service. The CPS America product lineup includes 3-phase string inverters from 25kW to 275kW, exceptional data communication and controls, and energy storage solutions designed for seamless integration with CPS America systems. Learn more at www.chintpowersystems.com

While host Sarah Nicastro doesn't believe anyone can truly predict the future, in this episode of the Unscripted Podcast, she shares what she expects 2025 will bring based on interactions with the Future of Field Service community and featuring insights from the Stand Out Service Trends report. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insiderEpisode Resources: Sarah Nicastro on LinkedIn Future of Field Service Website