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Future of Field Service

Future of Field Service

By Future of Field Service

The Future of Field Service podcast welcomes you in to hear the firsthand perspective of how business leaders are evolving, innovating, and overcoming. Reaching far beyond the “field service” in our name, we feature guests across industries and geographies to tell of the trials and triumphs they experience as they modernize their businesses. Hosted by Sarah Nicastro, who has 15 years’ tenure covering business transformation, technology, and leadership trends. Her authenticity paired with interesting guests and relatable subject matter make for compelling conversations and lightbulb moments.
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Insights from Field Service Europe 2022

Future of Field ServiceDec 07, 2022

00:00
18:00
A Multifaceted Approach to Creating Sustainable Service with Sarah McKay
Mar 27, 202442:05
Equity is Everyone’s Responsibility with Daniel Trabel
Mar 20, 202433:13
A Look Back on 32 Years as a Woman in Service with Dot Mynahan

A Look Back on 32 Years as a Woman in Service with Dot Mynahan

In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Dot Mynahan, who recently retired from her role as Executive Director of Field Operations at Otis Elevator after nearly 32 years with the company, to discuss her journey and her thoughts on the International Women's Day theme of inspire inclusion. 

Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee, maintenance supervisor, branch manager, general manager, regional field operations manager, senior regional field operations manager, and Director of Field Operations for Latin America. 

Dot's passion lies in coaching and guiding fellow employees, enabling them to excel at Otis. She co-founded and co-led FORWARD, an innovative global Employee Resource Group aimed at recruiting, retaining, and mentoring women within Otis field operations. Since its beginning in Spring 2017 with just 12 members, FORWARD has expanded to over 500 members worldwide.

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/

Mar 13, 202431:60
How We’re Celebrating International Women’s Day

How We’re Celebrating International Women’s Day

In this episode of the Future of Field Service podcast, host Sarah Nicastro discusses how Future of Field Service plans to celebrate this year’s International Women’s Day theme of inspiring inclusion and shares some of her favorite words of wisdom from women featured on the podcast this past year.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.


Mar 06, 202428:03
Aligning Service Skills to a Modern Value Proposition with Frank Odogu

Aligning Service Skills to a Modern Value Proposition with Frank Odogu

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Frank Odogu, Director of Lifecycle Services at Atlas Converting Equipment, for a discussion around moving beyond seeking only technical skill in service and taking a more holistic talent approach to meet future needs.

Frank has over eight years of leadership experience in the global service sector at Atlas Converting Equipment, where he is committed to providing outstanding customer support and leading revenue growth. Frank holds a Six Sigma Green Belt certification and is highly skilled in IIoT solutions, process engineering, and enhancing manufacturing processes.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.


Feb 28, 202435:55
Creating a Customer-Centric Service Sales Approach with Hany Salah

Creating a Customer-Centric Service Sales Approach with Hany Salah

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Hany Salah, Head of Services Sales at Schneider Electric, to dive into skills, approaches, and tactics in selling today’s service solutions. They also touch on storytelling, customization, and talent challenges.

Hany has over 23 years of experience, mostly in the service sector, and has been working at Schneider Electric since 2008, now leading the service sales team for North East Africa. Besides his corporate role, Hany has a parallel career in education and learning, serving as a certified instructor and consultant in project management, accredited by the Project Management Institute and the Egyptian Syndicate of Engineers.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.


Feb 21, 202436:55
The Art of Leading with Roy Dockery

The Art of Leading with Roy Dockery

In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Roy Dockery, Vice President of Field Operations at Flock Safety and author of the new book "The Art of Leading," for a discussion around the mindset and practices that lead to impactful and effective leadership.


Roy stands out as a transformative leader in the service sector, keynote speaker, and creator of an innovative leadership model based on truth, love, and empathy to enhance impact. His background as a millennial executive and former military personnel has trained him to effectively manage diverse, cross-generational teams across various industries.


Through his book, "The Art of Leading: Truth, Love and Empathy in Action," Roy shares this model with 13 fundamental principles, providing real examples of their application. He was also recognized as one of Hot Topic's top 100 Service Visionaries by a panel of global industry experts. Moreover, Roy is the voice behind the Savage Truth Podcast, a music artist, and an internationally recognized public speaker.


If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.

Feb 14, 202444:11
Six Levers to Improve Employee Satisfaction in Field Service

Six Levers to Improve Employee Satisfaction in Field Service

In this episode of the Future of Field Service podcast, host Sarah Nicastro draws on recent enlightening conversations to compile a list of six focus areas that leaders should be prioritizing to improve employee engagement and satisfaction in field service.

Feb 07, 202428:30
Powerful Innovation in a Changing World

Powerful Innovation in a Changing World

Sarah welcomes back Dan McClure, System Innovation Architect and Choreographer, Innovation Ecosystem, and co-author of the soon-to-be released book Do Bigger Things: A Practical Guide for Doing Powerful Innovation in a Changing World to discuss how innovation will change in the next five years and how technologies like AI are impacting the ways organizations innovate

Jan 31, 202443:12
The State of Service in 2024

The State of Service in 2024

Sarah shares her thoughts on what will take focus in 2024 for organizations focused on field service.

Jan 24, 202413:15
Building Competence in Service – Today and Into the Future with Alfa Laval

Building Competence in Service – Today and Into the Future with Alfa Laval

In a session from the Stockholm Live Tour, Sarah talks with Ann Sørensen, Global Competence Development Manager at Alfa Laval about how to build competence in service for today’s needs but also with an eye to the future. This conversation touches on training of the front line workforce and career pathing to leadership development and employer branding, and a variety of other topics that factor into an effective talent strategy.

Jan 17, 202431:17
Tetra Pak’s Proven Ways of Supporting Field Force Wellbeing

Tetra Pak’s Proven Ways of Supporting Field Force Wellbeing

Sarah is joined by Marco Hugo Guiterrez, VP of Customer Service Operations, EMEA at Tetra Pak, who shares a detailed look at how the company is putting more emphasis on employee engagement and working to promote and maximize field force wellbeing.

Jan 10, 202449:11
Vattenfall Customer Service's Prize-Winning People First Strategy

Vattenfall Customer Service's Prize-Winning People First Strategy

In this episode, Sarah welcomes Caroline Häggström Marklund from Vattenfall to discuss their award-winning people-first strategy in customer services. Caroline shares the evolution of Vattenfall's people-first approach, highlighting the shift from focusing on performance to prioritizing employee well-being. The conversation also delves into Vattenfall's achievements, including winning the Swedish Union's HBTQI award for inclusivity and earning the Great Place to Work certification.

Tune in to gain valuable insights into building trust, debunking the myth of a "soft" people-first approach, and creating a workplace culture that truly puts its people first.

Jan 03, 202430:51
Happy Holidays

Happy Holidays

Sarah and one of her little elves share a holiday message.

Dec 27, 202302:41
The Top 10 of 2023

The Top 10 of 2023

Sarah shares her selections for the Top 10 Future of Field Service podcasts of 2023.

Dec 20, 202313:16
2023 Retrospective Takeover

2023 Retrospective Takeover

The tables are turned in this episode as Roy Dockery, VP of Field Operations at Flock Safety, interviews Sarah about here 2023 predictions and how accurate she feels she was. The two also discuss some of the industry events they both attended and reflect on overall trends of the year.

Dec 13, 202347:28
A Service Transformation Deep Dive with Electrolux

A Service Transformation Deep Dive with Electrolux

In a session from the Future of Field Service Live Tour event in Stockholm, Sarah talks with Kristoffer Brun, Services & Repair Transformation Manager; Anna Mezzanotte, Service Operations Product Domain Expert; and Peter Sandkvist, Transformation Manager, Electrolux for an inside look at lessons learned and wins celebrated from its current global service transformation.

Dec 06, 202341:02
What I’ve Learned About Leadership Through My Breast Cancer Journey

What I’ve Learned About Leadership Through My Breast Cancer Journey

Sarah welcomes back Linda Tucci, Senior Global Director, Technical Solutions Center, Ortho Clinical Diagnostics, for a vulnerable and inspiring conversation around how she’s navigated a breast cancer diagnosis while continuing to show up as a leader.

Nov 29, 202347:56
Field Service Connect 2023 Recap

Field Service Connect 2023 Recap

Sarah gives a synopsis of what stood out to her most from the presentations and discussions at Field Service Connect in Denver, CO last week.

Nov 22, 202321:58
Shifting Focus from Customer Service to Customer Succes

Shifting Focus from Customer Service to Customer Succes

Sarah talks with Mark Hessinger, SVP Global Customer Success at 3D Systems, about what it takes to break down silos within the service lifecycle and truly create a customer-in, customer-centric organization.

Nov 15, 202341:52
Bringing Service into the DNA of a Historically Product-Centric Business

Bringing Service into the DNA of a Historically Product-Centric Business

In a session from the Future of Field Service Live Tour stop in Dusseldorf, Sarah talks with Lucas Rigotto, CSO of GEA, about what it takes to make – and keep – service top of mind in a business with a rich legacy of manufacturing products.

Nov 07, 202333:16
Field Service Europe 2023 Recap

Field Service Europe 2023 Recap

Sarah shares some of the biggest themes and interesting discussions that took place last week at Field Service Europe in Amsterdam.

Nov 01, 202317:16
Reimagining Change Management for Today’s Service Needs

Reimagining Change Management for Today’s Service Needs

Sarah talks with Sara Smith, Director of Global Service Change Enablement at Waters Corporation, about her experience transitioning into a career as a woman service engineer and about what she’s learned in her current role leading global service change enablement for her company.

Oct 25, 202345:16
Live Tour 2023: Stockholm Highlights

Live Tour 2023: Stockholm Highlights

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Stockholm on October 10th.

Oct 18, 202316:34
Top 100 Service Visionaries: Awards Recap

Top 100 Service Visionaries: Awards Recap

Sarah shares insight from the awards ceremony for the inaugural Hot Topics’ Top 100 Service Visionaries which took place last week at the iconic Abbey Road Studios in London.

Oct 11, 202315:23
Reimagining the Role of the Field Technician for 2025, 2030 & Beyond

Reimagining the Role of the Field Technician for 2025, 2030 & Beyond

In this session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Ravichandra Kshirsagar, VP Digital Buildings & Global Commercial, Schneider Electric who explains why and how Schneider prioritizes discussions about the future and shares what the company has done to reimagine what the role of the field technician will look like in 2025, 2030, and beyond.

Oct 04, 202333:24
Creating a Culture of Safety in Field Service

Creating a Culture of Safety in Field Service

Sarah welcomes Franklin Maxson, VP Field Services, North America at Socomec for an important conversation on safety. Franklin touches on what works well in terms of policy and leadership but also why a top-down safety approach will never be enough.

Sep 27, 202349:09
Transformational Leadership in the AI Era

Transformational Leadership in the AI Era

Sarah talks with Dr. John Chrisentary, former Director of Global Technical Services and Technical Fellow at Medtronic, about the difference between transactional and transformational leadership, why transformational leadership is so important in today’s service landscape, and how advanced technologies like AI present distinct challenges – and opportunities – for transformational leaders.

Sep 20, 202348:09
3 Pillars of GEA’s Service Transformation

3 Pillars of GEA’s Service Transformation

In a session from the Future of Field Service Live Tour in Paris, Sarah talks with Sebastien Garric, Director Service Liquid and Powder Technologies, France and Maghreb at GEA Group, about the company’s focus on mindset, customer experience, and operational efficiency.  

Sep 13, 202323:49
Balancing Today’s Business Needs with Preparation for the Future of Field Service

Balancing Today’s Business Needs with Preparation for the Future of Field Service

In a session from the Future of Field Service Live Tour stop in Dusseldorf, Sarah talks with Jan Helge Bruemmer, Global Field Service Manager, Global Service Operations at Alfa Laval about striking the appropriate balance between investing in the future with what’s required for today’s (short-term) performance, especially when those two things seem to be at odds.

Sep 06, 202326:23
An Organizational Scientist on Building Effective Teams & Managing Change

An Organizational Scientist on Building Effective Teams & Managing Change

Sarah welcomes Dr. Josh Elmore, Principal Consultant at Court Street Consulting and Adjunct Professor at both Columbia University and the City University of New York, to discuss how concepts of industrial and social organizational psychology factor in to what’s demanded of today’s leaders in building strong teams and leading through change.

Aug 30, 202354:10
Field Service Hilton Head 2023 Recap

Field Service Hilton Head 2023 Recap

Sarah checks in from WBR’s Field Service Hilton Head event to share thoughts on topics being covered and discussions taking place.

Aug 23, 202320:07
How Can Service Leaders Nurture Empowerment?

How Can Service Leaders Nurture Empowerment?

Christine Miners, Managing Director of Verity International and Rick Lash, President of Rick Lash Consulting, co-authors of Once Upon a Leader: Finding the Story at the Heart of Your Leadership, join Sarah to talk about some of the challenges today’s leaders face and provide some practical advice for avoiding common missteps and mindset traps that work against intended impact.

Aug 16, 202348:54
Smart Care’s Tenets of Scalable Service Success

Smart Care’s Tenets of Scalable Service Success

In a session from the Future of Field Service Live Tour stop in Minneapolis, Sarah talks with Gyner Ozgul, President and COO of Smart Care Equipment Solutions about the company’s approach creating scalable success, particularly in a highly acquisitive business. From customer experience and digital transformation to company culture and talent development, Gyner talks about the factors that Smart Care prioritizes in creating growth that meets the needs of the business, its customers, and its employees – not only today but into the future.

Aug 09, 202333:51
Is the Soft Skills Gap Growing?

Is the Soft Skills Gap Growing?

Sarah welcomes back Lauren Winans, CEO & Principal Consultant of Next Level Benefits, to discuss the factors that are contributing to service organizations’ mounting concern over finding and nurturing soft skills and sheds light on what steps can be taken to ensure the soft skills gap doesn’t widen.

Aug 02, 202351:49
Culligan’s Approach to Business and IT Partnership

Culligan’s Approach to Business and IT Partnership

In a session from the Future of Field Service Live Tour in Paris on May 24th, Sarah talks with Emmanuelle Duchesne, Customer Service Director and Stéphane Dabas, IT Director, both of Culligan, about how they work to create a business and IT partnership that delivers superior customer and employee experiences.

Jul 26, 202344:26
Breaking the (Outdated) Field Service Mold

Breaking the (Outdated) Field Service Mold

Sarah welcomes Anthony Billups, North America Vice President of Sales and Market Development at Comfort Systems USA, for an open discussion on some of the historical thinking and practices that are holding field service industries back from success in today’s landscape and what needs to change in terms of a fresh approach.


Jul 19, 202352:44
The Pillars of Transformation in Focus at Fnac/Darty

The Pillars of Transformation in Focus at Fnac/Darty

In a session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Marie Cobessi, Director, After-Sales Service Projects & Transformation at Fnac/Darty about how the company prioritizes transformation projects, what’s in focus at the moment, and how we can attract more women to the field service space.

Jul 12, 202331:37
Konica Minolta’s Remote by Default Mission

Konica Minolta’s Remote by Default Mission

In a session from the Future of Field Service Live Tour stop in Birmingham, UK, Sarah talks with Ged Cranny, Sr. Consultant, Konica Minolta Business Solutions Europe about how Konica Minolta is stepping up to face the realities of why, when, and how service delivery is evolving by putting in place a remote-by-default approach.

Jul 05, 202330:30
Live Tour 2023: Düsseldorf Highlights

Live Tour 2023: Düsseldorf Highlights

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Düsseldorf on June 21st.  

Jun 28, 202315:06
Live Tour 2023: Minneapolis Highlights

Live Tour 2023: Minneapolis Highlights

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Minneapolis on June 15th.

 

Jun 21, 202314:32
Debunking the Myths that Impede Workplace Inclusion

Debunking the Myths that Impede Workplace Inclusion

Sarah welcomes back Mita Mallick, corporate change-maker and Chief Diversity Officer at Carta who is soon to release her first book: Reimagine Inclusion: Debunking 13 Myths to Transform Your Workplace.

Jun 14, 202344:47
RICOH’s Mindset Meets Toolset Approach to Remote Service

RICOH’s Mindset Meets Toolset Approach to Remote Service

Sarah welcomes Darren Elmore, GM of Service for RICOH New Zealand to discuss the major changes he sees in service delivery and how the company has embraced the possibilities of remote service.

Jun 07, 202340:11
Live Tour 2023: Paris Highlights

Live Tour 2023: Paris Highlights

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Paris on May 24th.

May 31, 202318:34
Live Tour 2023: UK Highlights

Live Tour 2023: UK Highlights

Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Birmingham on May 17th.

May 24, 202320:29
Outcome-Driven Innovation

Outcome-Driven Innovation

Sarah welcomes Tony Ulwick, strategy expert, innovation thought leader, author of Jobs to be Done: Theory to Practice and What Customers Want, founder, and CEO at Strategyn, to share why he views innovation as a science.

May 17, 202336:47
 3 Ways Remote Capabilities Are Significantly Changing Service

 3 Ways Remote Capabilities Are Significantly Changing Service

Sarah welcomes Stephen Goulbourne, Global Service Program Director at Mettler Toledo to discuss three major areas of impact that more sophisticated remote service capabilities are having (and will continue to have) on service.

 

May 10, 202349:32
Thoughts on Field Service Palm Springs 2023

Thoughts on Field Service Palm Springs 2023

Sarah shares her observations from the 20th anniversary of Field Service Palm Springs, which she attended last week. She also summarizes the “5 Lessons We’ve Learned in the Last 20 Years That Will Help Forge the Future of Service” that she presented in her keynote.

May 03, 202329:17
How to Fortify Your Service Business Amid Economic Turmoil

How to Fortify Your Service Business Amid Economic Turmoil

In a session from Future of Field Service Sydney, Sarah talks with Jordan Argiriou, Director, Service Solutions APEC at QIAGEN about how the company is channeling its service focus to navigate current economic conditions.

 

Apr 26, 202339:00
 A Logistics Leader’s Perspective on Innovation, Digital Transformation, Diversity and More

A Logistics Leader’s Perspective on Innovation, Digital Transformation, Diversity and More

Sarah welcomes Trine Storgaard Nielsen, Head of EMEA Ocean at Flexport, for a discussion on drive, strategy, innovation, being a working mother, fostering greater diversity of thought, and much more.

Apr 19, 202353:31