Mobile Reach hosts a podcast series called “Five Questions for a Field Service Expert.” On this podcast, we interview leading field service experts including practitioners, CEOs, analysts and consultants. We dig into the big questions about field service delivery and management. Every episode we ask a field service expert five questions that can help field service leaders and practitioners do their jobs better.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Chris Gera, executive vice president and general manager of The Service Council. Chris explains how to capitalize on the human side of the equation in field service management. He also discusses best practices in field technician enablement and engagement. The episode runs about 23 minutes.
Chris Gera is the executive vice president and the GM at The Service Council, a global community where service executives sharpen strategy through research, data analysis, and insights. In his work with The Service Council, Chris is responsible for managing and expanding the vast store of research and knowledge that allows service executives around the world to benchmark operations and gain critical insights into improving their service operations and their organizational performance.
Prior to his role at The Service Council, Chris held a service leadership position at Vivant Smart Home where he managed more than 1,000 field techs across North America working on installations, troubleshooting and customer service. He also spent more than a dozen years at Nielsen where he led global strategic field initiatives including technology and process improvements for a $1 billion service business supporting 15,000 field professionals in more than 100 countries. With an extensive expertise in service ops. Chris is a frequent speaker at major field service conferences.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Susan Louis and Bryce Cramer, senior managers at Enaxis Consulting. The offer their collective insight and advice on digital transformation in the oil and gas industry, where to start, and how mobility factors into the equation. The episode runs about 28 minutes.
Susan Louis is a technology consultant who focuses on I.T. strategy and data analytics solutions. Susan runs IT projects for large oil and gas companies and government agencies. She recently managed the implementation of a cloud-based field service solution for a global user base which allows that customer to capture data in real time and do analysis on the data leading to operational efficiencies and ultimately improving their capacity to service their customers before doing great work at an access.
Bryce Cramer has 20 years of experience as an enterprise architect and project manager focusing on the petroleum and transportation sectors. He leads strategic technology planning business process improvements and a lot of asset management work for a broad set of enterprises. Bryce was an enterprise architect at Occidental Petroleum, the third largest gas exploration and production company in the great state of Texas.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Ralph Rio, Vice President at ARC Advisory Group. Ralph discusses keys to digital transformation, the areas most ripe for field service organizations to take digital, and the importance of predictive maintenance. The episode runs about 15 minutes.
Ralph’s domain areas involve Asset Lifecycle Management with a focus on Enterprise Asset Management, Field Service Management, Mobility, and Industrial Internet of Things (IIoT). He also covers 3D Scanning and Continuous Improvement Programs.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Stephen Taylor, lead field service consultant and coach at Stephen Taylor and Associates. Over the past 30-plus years, Stephen has coached numerous field service executives and supervisors on implementing performance management systems in their organizations for improved performance and service delivery. In this episode, Stephen discusses how to make positive changes within a field service organization to make field techs happier and more productive.
Over the past 30 plus years Stephen has coached numerous field service executives and supervisors on implementing performance management systems in their organizations for improved performance and service delivery. A core belief that guides of Stevens work is that setting goals and giving regular performance feedback invariably helps technicians work harder to improve productivity.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Sarah Hatfield, Vice President of Product Management and Solutions at OnProcess Technology. Sarah discusses her most critical KPIs to isolate, measure and optimize for field service organizations. She also examines the “Uberization” of field service management.
Sarah leads OnProcess Technology’s strategy for the company’s products and services. She uses her 15 plus years of experience in supply chain to build and manage solutions for field service management among other sectors. She has an extensive background in product and program management, having worked at Comcast, Asurian and ADT. Her early career includes four years of active duty with the 25th Infantry Division of the United States Army. She is a Veteran of Foreign Wars as well the recipient of multiple service awards including the Combat Action Badge.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Randy Mysliviec, President, CEO and Founder of RTM Consulting. This episode runs about 18 minutes.
Randy offers his advice and insight on:
Randy Mysliviec is President, CEO and Founder of RTM Consulting. RTM provides advisory services for technology companies and their service organizations. Widely recognized in the industry as an expert in global resource management and author of the Just-in-Time Resourcing® brand of human capital management solutions. Randy advises multinational companies on the complex challenge of operating services teams serving the global market.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Rosemary Coates, president of Blue Silk Consulting. In this podcast, Rosemary discusses cultural influences on field service and aligning field service management with the overall goals of the corporation. This episode runs about 19 minutes.
Rosemary held previous roles in leadership and operations at SAP, KPMG, and HP. Rosemary has considerable international experience and has worked in Asia and Europe for extended periods. She is also the author of 42 Rules for Superior Field Service.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Jeff Oskin, president and CEO of Jolt Consulting Group. Jeff is an expert in understanding business goals and translating those goals into concrete action plans that field service organizations can implement and execute. Jeff outlines the questions a field service leader should ask software providers when they are evaluating solutions to automate and improve their field service processes. He also discusses the macro trends that are currently driving the field service industry. The episode runs about 17 minutes.
Jeff Oskin is the founder and CEO of Jolt Consulting Group, a business and technology services firm that works with field service organizations everywhere. Jeff is an expert in understanding business goals and translating those goals into concrete action plans that field service organizations can implement and execute. In his 20-plus year career, Jeff has consistently optimized field service business processes and managed large-scale programs to achieve the best possible service outcomes.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Tim Sparks, chief growth officer at ProAutomated. Tim outlines the company culture that is most conducive to satisfied and engaged field technicians. He also discusses the top three qualities of a valuable and productive field tech. The episode runs about 21 minutes.
Tim Sparks is chief growth officer at ProAutomated. He works with service companies looking to expand by providing highly skilled and fully trained service technicians to augment their current field force. ProAutomated has completed more than 10,000 projects with field service engineers across North America, including Los Angeles International Airport (LAX), Marriot Hotels, and Lincoln Financial Field. Tim started as a field service engineer at ProAutomated. His titles also include Operations Director, COO, and CFO so has a well-rounded view into field service management and field service organizations.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Nate Beckman, business analyst at Safelite AutoGlass. Nate offers his insight into mobile field service app development best practices as well as the future of field service management. The episode runs about 27 minutes.
Nate Beckman is a senior business analyst and acting product owner for the Fulfillment Team at Safelite AutoGlass. He was instrumental in launching the company’s award-winning mobile field service application and On My Way Text program. The Safelite Fulfillment team delivers solutions that make life easier for field leaders, technicians and customers. Recently, he drove the design and delivery of a new time management system and mobile route timeline. Prior to Safelite, Nate served as a Project Manager at Limited Brands and developed CRM solutions for Accenture.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Bruce Breeden, Vice President of Service Operations for Fairbanks Scales. Bruce talks about how best to make your field service engineers and technicians more effective. He also discusses the importance of building technician training programs in reverse starting with the needs of your customers. The episode runs about 25 minutes.
Bruce is vice president of service operations at Fairbanks Scales. His expertise in field service runs deep, having held positions in executive management, business development, service marketing, organization development, industrial safety, fleet management, training, and call center operations. He has worked in a wide range of industries, including clinical diagnostics and scientific instrumentation, irrigation system controls, banking equipment, homeland security optical readers, and industrial weighing systems. Breeden is the author of The Intentional Field Service Engineer and creator of the Field Service7℠ development program. He is also the founder and principal of Field Service Resources, an organization that provides opportunity, development and results to field service engineers and technicians throughout their careers.
In this episode of the Five Questions for a Field Service Expert Podcast, we chat with Nick Frank, co-founder and managing partner at Si2 Partners. Nick talks about how to turn business conversations with your customers into co-creation of new service opportunities. He also provides insight into growing your field service organization and the importance of having a “service-savvy” business culture. The episode runs about 24 minutes.
Nick has more than 25 years international experience ranging from start-up service businesses, sales and marketing and leading transformation within large global manufacturing and technology organizations. He works with companies in a diverse range of industries including engineering, high volume manufacturing, equipment manufacturers and technology. His expertise includes the development of strategic methodologies, initiatives, and appropriate strategic support mechanisms including technological, organizational and process redesign, as well as the delivery of service innovation and transformation, in particular how to leverage the capabilities of the Internet of Things and achieving the needs of the Circular Economy. You can learn more about Nick and the services he provides at his company’s website, Si2 Partners.
In the inaugural episode of the Five Questions for a Field Service Expert Podcast, we chat with Jim Baston, author of “Beyond Great Service: The Technician’s Role in Proactive Business Growth.” Jim offers great insights on how to empower field techs to drive new sales opportunities and contribute directly to service revenue. The episode runs about 17 minutes.
Jim consults with field service technicians, project managers, salespeople and other customer facing personnel to fully engage them as an integral part of a service company’s business development strategy. He also works with service managers to help them be better coaches and developers of their teams and with senior management to ensure that their processes support exceptional service delivery. To learn more about Jim and his consulting services, connect with him on LinkedIn or visit his website.