Service Intel Mon, 30 Mar 2026 15:56:37 -0400 https://www.fieldserviceintel.com en-us © 2026 Service Intel yes e5e55c2c-40aa-5ca9-bbf3-674c71573910 Aquant episodic false Buzzsprout (https://www.buzzsprout.com) Aquant https://storage.buzzsprout.com/sf6jopdr1afkbi6sd12tfrvz2ys5?.jpg Service Intel AI in Action: How Waters Corporation is Transforming Service Operations with Ryan Makely AI in Action: How Waters Corporation is Transforming Service Operations with Ryan Makely In today's episode, Ryan Makely, Senior Director of Service Enablement at Waters Corporation, joins Sidney Lara to discuss how Waters is using AI to transform service operations. Ryan shares insights on Waters’ internal AI Council, the "buy vs. build" debate, and how tools like Aquant’s Service CoPilot are improving efficiency and reducing costs. 

]]> In today's episode, Ryan Makely, Senior Director of Service Enablement at Waters Corporation, joins Sidney Lara to discuss how Waters is using AI to transform service operations. Ryan shares insights on Waters’ internal AI Council, the "buy vs. build" debate, and how tools like Aquant’s Service CoPilot are improving efficiency and reducing costs. 

]]> Aquant Buzzsprout-16561562 Tue, 04 Feb 2025 11:00:00 -0500 2440 4 8 full false Building Trust in Tech: Overcoming Workforce Challenges and Embracing AI with Anthony Billups Building Trust in Tech: Overcoming Workforce Challenges and Embracing AI with Anthony Billups Today's episode is a special cross promotion from Aquant’s Service Leaders Summer Camp. In this episode, Anthony Billups, a seasoned leader with over 17 years of experience in HVAC, plumbing, and electrical industries, joins Sidney to discuss the human side of AI integration.

Anthony shares practical strategies for overcoming workforce challenges, upskilling technicians, and addressing misconceptions about AI, like fears of job loss and complexity. He also emphasizes the importance of building trust and driving internal adoption to ensure successful AI implementation.


]]> Today's episode is a special cross promotion from Aquant’s Service Leaders Summer Camp. In this episode, Anthony Billups, a seasoned leader with over 17 years of experience in HVAC, plumbing, and electrical industries, joins Sidney to discuss the human side of AI integration.

Anthony shares practical strategies for overcoming workforce challenges, upskilling technicians, and addressing misconceptions about AI, like fears of job loss and complexity. He also emphasizes the importance of building trust and driving internal adoption to ensure successful AI implementation.


]]> Aquant Buzzsprout-16477969 Tue, 21 Jan 2025 13:00:00 -0500 2346 4 7 full false AI in Business: The Role of AI Personalization in B2B Workflows AI in Business: The Role of AI Personalization in B2B Workflows In this special cross promotional episode, Aquant's Edwin Pahk joins Matthew Demello on the AI in Business podcast to discuss how AI can help retain and leverage "tribal knowledge" to address workforce turnover and expertise gaps. He also highlights the role of personalization in B2B workflows and how AI tools can enhance the work-life experiences of subject matter experts. 


]]> In this special cross promotional episode, Aquant's Edwin Pahk joins Matthew Demello on the AI in Business podcast to discuss how AI can help retain and leverage "tribal knowledge" to address workforce turnover and expertise gaps. He also highlights the role of personalization in B2B workflows and how AI tools can enhance the work-life experiences of subject matter experts. 


]]> Aquant Buzzsprout-16389502 Tue, 07 Jan 2025 08:00:00 -0500 1875 full false Service Council: 5 Takeaways From The 2024 Voice of Field Service Report Service Council: 5 Takeaways From The 2024 Voice of Field Service Report On today’s episode, we’re diving into the key findings of the 2024 Voice of Field Service report with Gerardo Pelayo, VP of Research and Advisory at the Service Council. Gerardo joins Sidney Lara to explore topics like technician retention, generational differences, and the impact of technology and AI on productivity and mental health. It’s a conversation packed with insights for service leaders. 

]]> On today’s episode, we’re diving into the key findings of the 2024 Voice of Field Service report with Gerardo Pelayo, VP of Research and Advisory at the Service Council. Gerardo joins Sidney Lara to explore topics like technician retention, generational differences, and the impact of technology and AI on productivity and mental health. It’s a conversation packed with insights for service leaders. 

]]> Aquant Buzzsprout-16274302 Tue, 17 Dec 2024 00:00:00 -0500 1548 4 5 full false Waters: Effective Change Management Strategies with Sara Smith Waters: Effective Change Management Strategies with Sara Smith On today’s episode, Sara Smith, Service AI Program Owner at Waters Corporation, joins Sidney Lara to speak about effective change management strategies in enterprise service organizations. Sara explains the ADKAR method and its five components: Awareness, Desire, Knowledge, Ability, and Reinforcement. 

]]> On today’s episode, Sara Smith, Service AI Program Owner at Waters Corporation, joins Sidney Lara to speak about effective change management strategies in enterprise service organizations. Sara explains the ADKAR method and its five components: Awareness, Desire, Knowledge, Ability, and Reinforcement. 

]]> Aquant Buzzsprout-16185169 Tue, 03 Dec 2024 00:00:00 -0500 2016 full false Coherent: The Importance of Core Values With Ron Zielinski Coherent: The Importance of Core Values With Ron Zielinski Ron Zielinski, former Global Customer Service Leader at Coherent, joins Sidney Lara to discuss the vital role of core values in guiding decision-making, shaping company culture, and influencing customer service standards. In this episode, Ron reflects on his journey up the ladder at Coherent and the impact core values have had on his career.

Poorly defined or inconsistently upheld values can lead to misalignment within teams and negatively affect customer interactions. Ron shares insights into the process of establishing core values at Coherent and the company’s commitment to ensuring these values remain relevant and upheld over time.












4o

]]> Ron Zielinski, former Global Customer Service Leader at Coherent, joins Sidney Lara to discuss the vital role of core values in guiding decision-making, shaping company culture, and influencing customer service standards. In this episode, Ron reflects on his journey up the ladder at Coherent and the impact core values have had on his career.

Poorly defined or inconsistently upheld values can lead to misalignment within teams and negatively affect customer interactions. Ron shares insights into the process of establishing core values at Coherent and the company’s commitment to ensuring these values remain relevant and upheld over time.












4o

]]> Aquant Buzzsprout-16086687 Tue, 12 Nov 2024 00:00:00 -0500 2303 full false IFS: Top Five Service Trends With Sarah Nicastro IFS: Top Five Service Trends With Sarah Nicastro Sarah Nicastro, Vice President of Customer Engagement at IFS and Host of the Unscripted podcast, joins Sidney Lara on Aquant’s Service Intel Podcast to share key insights from her recent conversations at industry events. In this episode, Sarah discusses the top five service trends shaping the future of the industry.

Sarah emphasizes the urgency for change leadership in today’s fast-evolving service landscape. “In today’s service landscape, there's no room for complacency. To succeed in the coming years, we must anticipate necessary transformations and proactively lead them. This is why change leadership and fostering a culture comfortable with change are crucial. Change won't always be seamless—resistance and hurdles are part of human nature,” she notes.

]]> Sarah Nicastro, Vice President of Customer Engagement at IFS and Host of the Unscripted podcast, joins Sidney Lara on Aquant’s Service Intel Podcast to share key insights from her recent conversations at industry events. In this episode, Sarah discusses the top five service trends shaping the future of the industry.

Sarah emphasizes the urgency for change leadership in today’s fast-evolving service landscape. “In today’s service landscape, there's no room for complacency. To succeed in the coming years, we must anticipate necessary transformations and proactively lead them. This is why change leadership and fostering a culture comfortable with change are crucial. Change won't always be seamless—resistance and hurdles are part of human nature,” she notes.

]]> Aquant Buzzsprout-16011505 Tue, 29 Oct 2024 10:00:00 -0400 1824 4 2 full false Cytiva: Streamlining Handoffs From Contact Centers to the Field with Deniz Mullis Cytiva: Streamlining Handoffs From Contact Centers to the Field with Deniz Mullis Deniz Mullis, Global Technical Operations Leader at Cytiva, joins Sidney Lara to explore the critical role of seamless handoffs between contact centers and field technicians. In this episode, Deniz discusses how technology integration and clear communication channels can improve these transitions.

Poorly executed handoffs leave engineers unprepared, leading to unnecessary site visits, increased costs, and customer dissatisfaction. Deniz shares how Cytiva prioritizes capturing comprehensive information during the initial customer call, ensuring field engineers arrive equipped with the right tools and parts—ultimately reducing repeat visits and elevating the customer experience.

]]> Deniz Mullis, Global Technical Operations Leader at Cytiva, joins Sidney Lara to explore the critical role of seamless handoffs between contact centers and field technicians. In this episode, Deniz discusses how technology integration and clear communication channels can improve these transitions.

Poorly executed handoffs leave engineers unprepared, leading to unnecessary site visits, increased costs, and customer dissatisfaction. Deniz shares how Cytiva prioritizes capturing comprehensive information during the initial customer call, ensuring field engineers arrive equipped with the right tools and parts—ultimately reducing repeat visits and elevating the customer experience.

]]> Aquant Buzzsprout-15930515 Tue, 15 Oct 2024 10:00:00 -0400 1819 4 1 full false Comfort Systems: Close the Skills Gap & Cut Service Costs Comfort Systems: Close the Skills Gap & Cut Service Costs This episode was originally a webinar so the participants may reference visuals. If you would like to watch this episode, you can do so here: 

In today's episode of Service Intel, Sidney Lara is joined by Joe Lang, VP of Service at Comfort Systems, to discuss the insights from Aquant's recent field service benchmark report. 

This comprehensive analysis covers over 24 million work orders, 6.6 million assets, and the practices of nearly 582,000 technicians. They discuss a wide range of topics, from bridging the skills gap and leveraging data and AI, to enhancing an organization's service delivery. Joe Lang shares his personal experiences in tackling service challenges and underscores the importance of initiating an organization's AI strategy sooner rather than later. Enjoy the episode!

]]> This episode was originally a webinar so the participants may reference visuals. If you would like to watch this episode, you can do so here: 

In today's episode of Service Intel, Sidney Lara is joined by Joe Lang, VP of Service at Comfort Systems, to discuss the insights from Aquant's recent field service benchmark report. 

This comprehensive analysis covers over 24 million work orders, 6.6 million assets, and the practices of nearly 582,000 technicians. They discuss a wide range of topics, from bridging the skills gap and leveraging data and AI, to enhancing an organization's service delivery. Joe Lang shares his personal experiences in tackling service challenges and underscores the importance of initiating an organization's AI strategy sooner rather than later. Enjoy the episode!

]]> Aquant Buzzsprout-14715117 Mon, 18 Mar 2024 16:00:00 -0400 2627 3 11 full false Service Council X Service Intel: Crossing the AI Chasm Service Council X Service Intel: Crossing the AI Chasm In this week's episode of Service Intel, we're diving into the world of AI with special guests Tas Hirani from Aquant and John Carrol, President of the Service Council. They discuss critical strategies for effectively deploying AI within enterprise organizations. Tas sheds light on common obstacles encountered during AI implementation, based on examples from pilot programs with Aquant’s customers, and shares actionable insights for service organizations aiming for success. This is a great episode for any leader looking to implement an AI strategy. 

]]> In this week's episode of Service Intel, we're diving into the world of AI with special guests Tas Hirani from Aquant and John Carrol, President of the Service Council. They discuss critical strategies for effectively deploying AI within enterprise organizations. Tas sheds light on common obstacles encountered during AI implementation, based on examples from pilot programs with Aquant’s customers, and shares actionable insights for service organizations aiming for success. This is a great episode for any leader looking to implement an AI strategy. 

]]> Aquant Buzzsprout-14586246 Tue, 27 Feb 2024 10:00:00 -0500 3568 3 10 full false Data-Driven Dynamics: Ben Sutton on Smiths Detection's Data Transformation and AI Integration Data-Driven Dynamics: Ben Sutton on Smiths Detection's Data Transformation and AI Integration In this episode, Tim Burge, Director at Aquant, steps in for Sidney to interview Ben Sutton of Smith’s Detection. Ben talks about Smith’s Detection’s data journey over the past 4 years, the drivers behind becoming more data-driven, the challenges associated with having an overwhelming amount of data, and the importance of standardizing metrics. They also discuss generative AI’s role in the process and Smith’s Detection’s vision for data utilization in the next 5 years.


]]> In this episode, Tim Burge, Director at Aquant, steps in for Sidney to interview Ben Sutton of Smith’s Detection. Ben talks about Smith’s Detection’s data journey over the past 4 years, the drivers behind becoming more data-driven, the challenges associated with having an overwhelming amount of data, and the importance of standardizing metrics. They also discuss generative AI’s role in the process and Smith’s Detection’s vision for data utilization in the next 5 years.


]]> Aquant Buzzsprout-14466544 Tue, 13 Feb 2024 09:00:00 -0500 1855 3 10 full false Building Strong Teams in Field Service: A Conversation with Venkata Reddy Mukku at Bruker Nano Surfaces Building Strong Teams in Field Service: A Conversation with Venkata Reddy Mukku at Bruker Nano Surfaces In this episode, we sit down with Venkata Reddy, Vice President of Worldwide Service & Support at Bruker Nano Surfaces. Today’s episode is all about team building, Venkata has a ton of experience building teams and will share hiring strategies, and best practices on creating a culture of belonging in the field service industry. 

]]> In this episode, we sit down with Venkata Reddy, Vice President of Worldwide Service & Support at Bruker Nano Surfaces. Today’s episode is all about team building, Venkata has a ton of experience building teams and will share hiring strategies, and best practices on creating a culture of belonging in the field service industry. 

]]> Aquant Buzzsprout-14384622 Tue, 30 Jan 2024 08:00:00 -0500 1244 3 9 full false Embracing Efficiency: Sasha Ilyukhin on Tetra Pak's 'Shift Left' Journey and Its Impact on Service Excellence Embracing Efficiency: Sasha Ilyukhin on Tetra Pak's 'Shift Left' Journey and Its Impact on Service Excellence A lot of service organizations are embracing the shift left approach, which is essentially the process of moving resolutions closer to self-service to minimize equipment downtime and improve customer satisfaction. On today’s episode of Service Intel, we are joined by Sasha Ilyukhin from Tetra Pak to discuss Tetrapak’s shift left journey, specifically what drove them to embrace the approach, the execution, and the success that shifting left has had on their business.

]]> A lot of service organizations are embracing the shift left approach, which is essentially the process of moving resolutions closer to self-service to minimize equipment downtime and improve customer satisfaction. On today’s episode of Service Intel, we are joined by Sasha Ilyukhin from Tetra Pak to discuss Tetrapak’s shift left journey, specifically what drove them to embrace the approach, the execution, and the success that shifting left has had on their business.

]]> Aquant Buzzsprout-14320861 Tue, 16 Jan 2024 13:00:00 -0500 2150 3 8 full false AI Transformation in Service: Insights with Aquant’s Tas Hirani and Service Council’s John Carrol AI Transformation in Service: Insights with Aquant’s Tas Hirani and Service Council’s John Carrol In today’s episode, we have special guests Tas Hirani of Aquant and John Carrol from Service Council to talk about generative AI. They discuss its impact on the industry, key considerations for evaluating AI technology for businesses, strategies to gain buy-in for cost-effective and user-friendly AI tools, and practical tips for training AI solutions across various user groups. This is a great episode for anyone looking to understand and leverage AI in service.

This podcast episode originates from a webinar and includes references to visual content such as decks, which are not visible in this audio format. To fully experience the webinar with all its visual elements, please click here: https://discover.aquant.ai/future-service-generative-ai-071823

]]> In today’s episode, we have special guests Tas Hirani of Aquant and John Carrol from Service Council to talk about generative AI. They discuss its impact on the industry, key considerations for evaluating AI technology for businesses, strategies to gain buy-in for cost-effective and user-friendly AI tools, and practical tips for training AI solutions across various user groups. This is a great episode for anyone looking to understand and leverage AI in service.

This podcast episode originates from a webinar and includes references to visual content such as decks, which are not visible in this audio format. To fully experience the webinar with all its visual elements, please click here: https://discover.aquant.ai/future-service-generative-ai-071823

]]> Aquant Buzzsprout-14236223 Tue, 02 Jan 2024 14:00:00 -0500 3514 3 7 full false Streamlining Success: Joshua Orr on John Deere's Service Efficiency Journey and Self-Service Innovations Streamlining Success: Joshua Orr on John Deere's Service Efficiency Journey and Self-Service Innovations Joshua Orr, Manager of Product Support Services at John Deere, sheds light on John Deere’s  Service Efficiency Journey. He discusses specific strategies they’ve implemented to reduce waste and improve diagnostic time. He also shares how they measure success and the benefits of offering more self-service options. 

]]> Joshua Orr, Manager of Product Support Services at John Deere, sheds light on John Deere’s  Service Efficiency Journey. He discusses specific strategies they’ve implemented to reduce waste and improve diagnostic time. He also shares how they measure success and the benefits of offering more self-service options. 

]]> Aquant Buzzsprout-14168288 Mon, 18 Dec 2023 14:00:00 -0500 2063 3 6 full false A Collaboration with AI in Business Podcast: AI Solutions for B2B Customer Experiences A Collaboration with AI in Business Podcast: AI Solutions for B2B Customer Experiences Today's episode is a special collaboration with the AI in Business podcast. Shahar Chen, CEO and Co-founder of Aquant joins Matthew Demello to talk about the role generative AI-enhanced co-pilot platforms can play, particularly in improving B2B customer experiences in field service across multiple industrial sectors from heavy equipment to healthcare.

]]> Today's episode is a special collaboration with the AI in Business podcast. Shahar Chen, CEO and Co-founder of Aquant joins Matthew Demello to talk about the role generative AI-enhanced co-pilot platforms can play, particularly in improving B2B customer experiences in field service across multiple industrial sectors from heavy equipment to healthcare.

]]> Aquant Buzzsprout-14087384 Tue, 05 Dec 2023 00:00:00 -0500 1152 3 full false Dell Technologies: How to Make Your CX One to Remember. Dell Technologies: How to Make Your CX One to Remember. On today’s episode of Service Intel, we are joined by Bob Feiner, Senior VP at Dell Technologies Client Solutions Group Support Services. Bob and Sid explore why the most critical view in service is that of your customers — and how to make your CX one to remember.  Bob also shares how Dell moved from old-school service tactics to new-school methods like self-service, social media, chatbots, and beyond. 

]]> On today’s episode of Service Intel, we are joined by Bob Feiner, Senior VP at Dell Technologies Client Solutions Group Support Services. Bob and Sid explore why the most critical view in service is that of your customers — and how to make your CX one to remember.  Bob also shares how Dell moved from old-school service tactics to new-school methods like self-service, social media, chatbots, and beyond. 

]]> Aquant Buzzsprout-14006929 Mon, 20 Nov 2023 17:00:00 -0500 1545 3 4 full false Whirlpool: How Whirlpool is Revolutionizing the Third-Party Model Whirlpool: How Whirlpool is Revolutionizing the Third-Party Model Matt Ganus, the Director of Home Services at Whirpool, joins Sidney for a discussion focusing on Whirlpool's third-party service model. Matt explains what prompted the shift to a third-party model, along with the challenges and wins they’ve experienced. He also shares how the company handles employee training, knowledge sharing, and the role technology will play in the service Whirlpool delivers to customers.

]]> Matt Ganus, the Director of Home Services at Whirpool, joins Sidney for a discussion focusing on Whirlpool's third-party service model. Matt explains what prompted the shift to a third-party model, along with the challenges and wins they’ve experienced. He also shares how the company handles employee training, knowledge sharing, and the role technology will play in the service Whirlpool delivers to customers.

]]> Aquant Buzzsprout-13920115 Tue, 07 Nov 2023 00:00:00 -0500 1532 3 3 full false National Instruments (Emerson): Jerry Gross National Instruments (Emerson): Jerry Gross Over the past decade, the ideas and implementations around planned and predictive maintenance have evolved significantly. In this episode of Service Intel, we have Jerry Gross, Former Sr Director of Services at National Instruments -- now owned by Emerson -- here to explore the evolution of predictive maintenance in the field service industry.

]]> Over the past decade, the ideas and implementations around planned and predictive maintenance have evolved significantly. In this episode of Service Intel, we have Jerry Gross, Former Sr Director of Services at National Instruments -- now owned by Emerson -- here to explore the evolution of predictive maintenance in the field service industry.

]]> Aquant Buzzsprout-13831265 Tue, 24 Oct 2023 09:00:00 -0400 1860 3 2 full false Tiffin Motorhomes: Enhancing Customer Satisfaction in The RV Industry Tiffin Motorhomes: Enhancing Customer Satisfaction in The RV Industry In today’s episode, Jonathan Osbourne, VP of Service Operations at Tiffin Motorhomes joins us to talk about Tiffin’s unique approach to customer support. He explains the evolving customer expectations and buying patterns in the space, what they do to enhance customer satisfaction in the RV Industry, and how they’re leveraging technology to meet these new demands. 

]]> In today’s episode, Jonathan Osbourne, VP of Service Operations at Tiffin Motorhomes joins us to talk about Tiffin’s unique approach to customer support. He explains the evolving customer expectations and buying patterns in the space, what they do to enhance customer satisfaction in the RV Industry, and how they’re leveraging technology to meet these new demands. 

]]> Aquant Buzzsprout-13729146 Tue, 10 Oct 2023 09:00:00 -0400 1486 full false Shannon Tymosko: Prioritizing mental health in a male dominated industry Shannon Tymosko: Prioritizing mental health in a male dominated industry In the finale episode of Service Intel season 2, Shannon Tymosko joins Sidney for a discussion on the importance of mental health, specifically as it relates to prioritizing mental health in the skilled trades and other male-dominated industries. 

]]> In the finale episode of Service Intel season 2, Shannon Tymosko joins Sidney for a discussion on the importance of mental health, specifically as it relates to prioritizing mental health in the skilled trades and other male-dominated industries. 

]]> Aquant Buzzsprout-12508386 Tue, 28 Mar 2023 06:00:00 -0400 1389 2 10 full false Siemens Healthineers: Adding Value and Increasing Revenue Siemens Healthineers: Adding Value and Increasing Revenue In today’s episode, Fernando joins Sidney to discuss how the pandemic led more service organizations to reevaluate their operations and revamp their service contracts to improve customer relationships. Fernando speaks specifically to his philosophy around service contracts and Siemen's unique approach to approaching customers with service contracts to improve customer uptime and generate company revenue.

]]> In today’s episode, Fernando joins Sidney to discuss how the pandemic led more service organizations to reevaluate their operations and revamp their service contracts to improve customer relationships. Fernando speaks specifically to his philosophy around service contracts and Siemen's unique approach to approaching customers with service contracts to improve customer uptime and generate company revenue.

]]> Aquant Buzzsprout-12437816 Tue, 14 Mar 2023 09:00:00 -0400 2072 full false SAM Service: Leadership styles and best practices to run a successful service business SAM Service: Leadership styles and best practices to run a successful service business In today’s episode, we’re excited to have Nick Cribb, President at SAM Service. Nick sheds light on his career journey, and how he got to where he is today. Sid asks Nick to talk about his leadership style, philosophy, and the changes he’s seen in the industry since he first started working in service. The episode closes out with tips and advice on how leaders can run successful service businesses and stay competitive in today’s environment.

]]> In today’s episode, we’re excited to have Nick Cribb, President at SAM Service. Nick sheds light on his career journey, and how he got to where he is today. Sid asks Nick to talk about his leadership style, philosophy, and the changes he’s seen in the industry since he first started working in service. The episode closes out with tips and advice on how leaders can run successful service businesses and stay competitive in today’s environment.

]]> Aquant Buzzsprout-12345237 Tue, 28 Feb 2023 09:00:00 -0500 2052 2 7 full false Haemonetics: Best practices for kickstarting a digital transformation project Haemonetics: Best practices for kickstarting a digital transformation project In this episode, Juan Cruz, Director of service operations at Haemonetics shares what it takes to kickstart a digital transformation project. Juan and Sid talk through best practices for implementing new technologies, how to identify when to invest in tech, choosing the right technology partner, and building a business case that will get buy-in from leadership. 

]]> In this episode, Juan Cruz, Director of service operations at Haemonetics shares what it takes to kickstart a digital transformation project. Juan and Sid talk through best practices for implementing new technologies, how to identify when to invest in tech, choosing the right technology partner, and building a business case that will get buy-in from leadership. 

]]> Aquant Buzzsprout-12244043 Tue, 14 Feb 2023 09:00:00 -0500 1991 full false ABB: The rise of third-party field service teams ABB: The rise of third-party field service teams Subcontractor work and third-party field service teams are on the rise and could eventually account for a majority of the work being completed in the field service industry. Salvador Accardo, VP of Services at AB joins Sidney Lara in Aquant's latest episode of Service Intel to discuss trends related to third parties and contractor work.

]]> Subcontractor work and third-party field service teams are on the rise and could eventually account for a majority of the work being completed in the field service industry. Salvador Accardo, VP of Services at AB joins Sidney Lara in Aquant's latest episode of Service Intel to discuss trends related to third parties and contractor work.

]]> Aquant Buzzsprout-12154401 Tue, 31 Jan 2023 09:00:00 -0500 1800 2 6 full false United Service Technologies: Hiring, retaining, and managing a multigenerational workforce United Service Technologies: Hiring, retaining, and managing a multigenerational workforce Rodger Smelcer, Executive Partner at United Service Technologies joins Sid to discuss how to hire, manage, retain, and appreciate the unique preferences and behaviors of coworkers who grew up in different generations. They also talk about organizational structures and how to navigate cultural issues during a merger or acquisition, specifically as it relates to its impact on various generations of workers. 

]]> Rodger Smelcer, Executive Partner at United Service Technologies joins Sid to discuss how to hire, manage, retain, and appreciate the unique preferences and behaviors of coworkers who grew up in different generations. They also talk about organizational structures and how to navigate cultural issues during a merger or acquisition, specifically as it relates to its impact on various generations of workers. 

]]> Aquant Buzzsprout-12060855 Tue, 17 Jan 2023 09:00:00 -0500 1547 2 5 full false National Instruments: Building an Inclusive Work Culture National Instruments: Building an Inclusive Work Culture In today’s episode, we have Anthony Bacak, Director of Global Field Services at National Instruments. Anthony shares his experience raising a daughter with down syndrome and how that inspired him to build an even more inclusive culture at National Instruments — one that accounts for the unique needs of employees with diverse physical and mental abilities. He talks about his company’s inclusion resource groups and the importance of understanding what different team members need to succeed in their roles. 


]]> In today’s episode, we have Anthony Bacak, Director of Global Field Services at National Instruments. Anthony shares his experience raising a daughter with down syndrome and how that inspired him to build an even more inclusive culture at National Instruments — one that accounts for the unique needs of employees with diverse physical and mental abilities. He talks about his company’s inclusion resource groups and the importance of understanding what different team members need to succeed in their roles. 


]]> Aquant Buzzsprout-11970295 Tue, 03 Jan 2023 09:00:00 -0500 1371 2 4 full false Lifescan: How to take a more proactive approach to call data Lifescan: How to take a more proactive approach to call data Tune in for a discussion with Sid and Ehab Goldstein, Global VP, Strategy, Competitive Insights & Head of Customer Service at Lifescan. Ehab shares how service teams can use AI to take a more proactive approach to call data. He discusses his team's experience using technology during the call monitoring process and its impact on the way they deliver service. He also shares thoughts about using data for market research, satisfaction feedback surveys, and how to choose the right technology partner.

]]> Tune in for a discussion with Sid and Ehab Goldstein, Global VP, Strategy, Competitive Insights & Head of Customer Service at Lifescan. Ehab shares how service teams can use AI to take a more proactive approach to call data. He discusses his team's experience using technology during the call monitoring process and its impact on the way they deliver service. He also shares thoughts about using data for market research, satisfaction feedback surveys, and how to choose the right technology partner.

]]> Aquant Buzzsprout-11858721 Tue, 13 Dec 2022 00:00:00 -0500 2078 2 3 full false Philips: Sales sells the piece of equipment, service brings the customer back Philips: Sales sells the piece of equipment, service brings the customer back Sales sells the piece of equipment, service brings the customer back – that’s the topic of this week’s podcast. In this episode, Peter Lee, Sr. Manager, Service Sales and Marketing at Philips joins Sidney Lara to discuss the differences between sales and service teams. Peter shares key strategies to sell service and drive revenue and explains why he believes the point of sale is the easiest and most effective way to sell service. 

]]> Sales sells the piece of equipment, service brings the customer back – that’s the topic of this week’s podcast. In this episode, Peter Lee, Sr. Manager, Service Sales and Marketing at Philips joins Sidney Lara to discuss the differences between sales and service teams. Peter shares key strategies to sell service and drive revenue and explains why he believes the point of sale is the easiest and most effective way to sell service. 

]]> Aquant Buzzsprout-11773621 Tue, 29 Nov 2022 08:00:00 -0500 1825 2 2 full false Integra LifeSciences: Managing work-life balance in the service industry Integra LifeSciences: Managing work-life balance in the service industry Lacey Gigante, Director of Post-Market Surveillance at Integra LifeSciences, a surgical and medical equipment manufacturer. Lacey has spent her entire career in the highly-regulated and fast-paced med-device industry. She shares her experience learning how to manage work-life balance and provides leadership tips to enable teams to thrive. She explores this topic in-depth for our listeners in an episode packed with practical advice. 

]]> Lacey Gigante, Director of Post-Market Surveillance at Integra LifeSciences, a surgical and medical equipment manufacturer. Lacey has spent her entire career in the highly-regulated and fast-paced med-device industry. She shares her experience learning how to manage work-life balance and provides leadership tips to enable teams to thrive. She explores this topic in-depth for our listeners in an episode packed with practical advice. 

]]> Aquant Buzzsprout-11698111 Tue, 15 Nov 2022 09:00:00 -0500 1588 2 1 full false Service Intel - Season 2 Trailer Service Intel - Season 2 Trailer Aquant's Service Intel podcast is back! This season, our host Sidney Lara, Aquant's Service Principal, is connecting with leaders across the industry to openly discuss challenges, wins, and everything related to the next generation of field service.

We’re super excited to get into it and have so much in store for you this season. We will share new episodes on a bi-weekly basis so be sure to download the podcast to keep up with the conversation. 

]]> Aquant's Service Intel podcast is back! This season, our host Sidney Lara, Aquant's Service Principal, is connecting with leaders across the industry to openly discuss challenges, wins, and everything related to the next generation of field service.

We’re super excited to get into it and have so much in store for you this season. We will share new episodes on a bi-weekly basis so be sure to download the podcast to keep up with the conversation. 

]]> Aquant Buzzsprout-11646588 Mon, 07 Nov 2022 10:00:00 -0500 82 2 1 trailer false Comfort Systems USA Mtech - Thinking Outside the Technician Box: Structural Logistics to Optimize Customer Satisfaction Comfort Systems USA Mtech - Thinking Outside the Technician Box: Structural Logistics to Optimize Customer Satisfaction Does your service organization ask the right questions? On episode 8, Curtis Novinger, VP Service Operations, Comfort Systems USA - Mtech, emphasizes that data isn't the only thing that changes companies; it's about the people! He discusses the need to manage traditional KPIs while also using data to identify biases that could be caused by how a business is structured. Organizations need to step back and take a more logical approach in customer experience, optimizing satisfaction. Tune in as Curtis challenges the listener to rethink recruiting, expand what they may perceive as the “limited” available workforce and to hire logistics experts to exceed expectations. 

]]> Does your service organization ask the right questions? On episode 8, Curtis Novinger, VP Service Operations, Comfort Systems USA - Mtech, emphasizes that data isn't the only thing that changes companies; it's about the people! He discusses the need to manage traditional KPIs while also using data to identify biases that could be caused by how a business is structured. Organizations need to step back and take a more logical approach in customer experience, optimizing satisfaction. Tune in as Curtis challenges the listener to rethink recruiting, expand what they may perceive as the “limited” available workforce and to hire logistics experts to exceed expectations. 

]]> Aquant Buzzsprout-9802534 Wed, 29 Dec 2021 17:00:00 -0500 1802 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, comfort systems, comfort systems usa, mtech, logistics, technicians, insights, metrics, data, customer, service insights, service intel, intel, service intel podcast, Aquan 1 8 full false VBR Turbine - From Maintenance, Repair and Operations (MRO) to Internal IoT & Beyond VBR Turbine - From Maintenance, Repair and Operations (MRO) to Internal IoT & Beyond Patrick Jansen, Chief Services Officer at VBR Turbine Partners, joins us to discuss VBR’s  transformation of field service and digital iOT support performing remote troubleshooting and diagnostics and going from an MRO, working on turbines themselves along with the instrumentation, to also being a software developer. Tune in to listen to this unique journey as products become more software driven over time with remote system capabilities.

]]> Patrick Jansen, Chief Services Officer at VBR Turbine Partners, joins us to discuss VBR’s  transformation of field service and digital iOT support performing remote troubleshooting and diagnostics and going from an MRO, working on turbines themselves along with the instrumentation, to also being a software developer. Tune in to listen to this unique journey as products become more software driven over time with remote system capabilities.

]]> Aquant Buzzsprout-9698185 Sun, 12 Dec 2021 17:00:00 -0500 2030 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, mro, vbr, software, iOt, maintenaince,service insights, service intel, intel, service intel podcast, Aquant, podcast, 1 7 full false Tetra Pak - What is Overall Equipment Effectiveness (OEE)? Availability, Performance, & Quality Tetra Pak - What is Overall Equipment Effectiveness (OEE)? Availability, Performance, & Quality Sasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak, dives into OEE and the goals OEM’s try to achieve with these measures. What is the importance of properly harvesting data as the first step in the journey? Is it better to build strategic partnerships rather than the do it yourself approach? How about sustainability in service, data driven decision making’s role in improving mutual trust, and the need for proactive maintenance? Why does equipment gets more expensive as it ages, and should we focus on people over the technology? Tune in to find out!

]]> Sasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak, dives into OEE and the goals OEM’s try to achieve with these measures. What is the importance of properly harvesting data as the first step in the journey? Is it better to build strategic partnerships rather than the do it yourself approach? How about sustainability in service, data driven decision making’s role in improving mutual trust, and the need for proactive maintenance? Why does equipment gets more expensive as it ages, and should we focus on people over the technology? Tune in to find out!

]]> Aquant Buzzsprout-9552871 Mon, 15 Nov 2021 14:00:00 -0500 2310 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, service insights, service intel, intel, service intel podcast, Aquant, podcast, tetra pak, tetrapak, oee, oem, Overall Equipment Effectiv 1 6 full false Swisslog Healthcare - Hiring Optimization in Field Service through Diversified Candidates Swisslog Healthcare - Hiring Optimization in Field Service through Diversified Candidates On this episode of the Service Intel Podcast we have  Roy Dockery - the Vice President of Customer Care at Swisslog Healthcare. Roy gives the blueprint for obtaining more diverse candidates and emphasizes the need for a shifted hiring focus in service and its tremendous benefit. He also describes the importance of avoiding hyper segmentation of your workforce, navigating onsite technician logistics and vendor credentialing through covid, the need to make sure techs are well versed and can fix multiple types of machines and more!

]]> On this episode of the Service Intel Podcast we have  Roy Dockery - the Vice President of Customer Care at Swisslog Healthcare. Roy gives the blueprint for obtaining more diverse candidates and emphasizes the need for a shifted hiring focus in service and its tremendous benefit. He also describes the importance of avoiding hyper segmentation of your workforce, navigating onsite technician logistics and vendor credentialing through covid, the need to make sure techs are well versed and can fix multiple types of machines and more!

]]> Aquant Buzzsprout-9387743 Mon, 18 Oct 2021 10:00:00 -0400 2047 service, field service, diversity, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, service insights, service, intel, service intel podcast, Aquant, podcast, swisslog, health care, healthcare, siwsslog healthca 1 5 full false Ortho Clinical Diagnostics - Smart Proactive Service: Empowering & Supporting the Customer Ortho Clinical Diagnostics - Smart Proactive Service: Empowering & Supporting the Customer Linda Tucci, the Senior Global Director of Technical Solutions at Ortho Clinical Diagnostics, takes us through the journey of a new era in customer support. Emphasizing that a one-size-fits-all approach doesn’t work for every client, Linda explains why it’s crucial for customers to be able to flag issues as they build out their technology roadmap from vast global perspectives. To help streamline communication, Ortho created a smart service program that uses proactive alerts and algorithms to provide continuous access to great data and experts. Learn how Linda and Ortho are creating virtual training opportunities and perfecting the entire support experience, which allows the customer to drive the conversation to ensure continuous improvement.

]]> Linda Tucci, the Senior Global Director of Technical Solutions at Ortho Clinical Diagnostics, takes us through the journey of a new era in customer support. Emphasizing that a one-size-fits-all approach doesn’t work for every client, Linda explains why it’s crucial for customers to be able to flag issues as they build out their technology roadmap from vast global perspectives. To help streamline communication, Ortho created a smart service program that uses proactive alerts and algorithms to provide continuous access to great data and experts. Learn how Linda and Ortho are creating virtual training opportunities and perfecting the entire support experience, which allows the customer to drive the conversation to ensure continuous improvement.

]]> Aquant Buzzsprout-9254749 Fri, 24 Sep 2021 15:00:00 -0400 1917 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, service insights, service intel, intel, service intel podcast, Aquant, podcast, proactive, data, ortho, ortho clinical, diagnostics 1 4 full false NCR - Training: its Global Impact on Product, Satisfaction, & Beyond NCR - Training: its Global Impact on Product, Satisfaction, & Beyond For episode 3 we have Jason Holland, Technical Learning Leader at NCR. Jason describes their one-of-a-kind global tech support that involves blended learning across engineering and training departments to provide a “voice of the field technician." This is a critical step that lets the service department provide feedback to product development. He also explains how the company is working to improve customer satisfaction and employee morale, and how these changes lead to better service outcomes. Lastly, learn about NCR's journey from a reactive to proactive service team thanks to the help of predictive analytics.

]]> For episode 3 we have Jason Holland, Technical Learning Leader at NCR. Jason describes their one-of-a-kind global tech support that involves blended learning across engineering and training departments to provide a “voice of the field technician." This is a critical step that lets the service department provide feedback to product development. He also explains how the company is working to improve customer satisfaction and employee morale, and how these changes lead to better service outcomes. Lastly, learn about NCR's journey from a reactive to proactive service team thanks to the help of predictive analytics.

]]> Aquant Buzzsprout-9116174 Tue, 31 Aug 2021 18:00:00 -0400 2058 service, field service, kpi, kpis, AI, artificial intelligence, podcast, remote resolution, insights, customer, service insights, training, technician, tech, support, aquant, intel, service intel, service, service intel podcast, 1 3 full false Konecranes - Leveraging & Structuring Data with Full Organizational Alignment in Service Konecranes - Leveraging & Structuring Data with Full Organizational Alignment in Service On episode 2 of the Service Intel Podcast, Sidney is joined by Nave Orgad, the Director of Service Innovation and Service Agreements at Konecranes. Nave describes how he has leveraged data to best promote field service offerings, going from a cost center to a profit center, the need for technician soft skills in order to upsell service, and the importance of having access to parts onsite and how to obtain this effectively. Nave also dives into the need for alignment between product development and service team, explaining successful cross functional troubleshooting within service as an organization.  He emphasizes the necessity of cleaning up and structuring data, sometimes more so than even analyzing it - underscoring its crucial importance in any field service operation. 

]]> On episode 2 of the Service Intel Podcast, Sidney is joined by Nave Orgad, the Director of Service Innovation and Service Agreements at Konecranes. Nave describes how he has leveraged data to best promote field service offerings, going from a cost center to a profit center, the need for technician soft skills in order to upsell service, and the importance of having access to parts onsite and how to obtain this effectively. Nave also dives into the need for alignment between product development and service team, explaining successful cross functional troubleshooting within service as an organization.  He emphasizes the necessity of cleaning up and structuring data, sometimes more so than even analyzing it - underscoring its crucial importance in any field service operation. 

]]> Aquant Buzzsprout-9036185 Mon, 16 Aug 2021 08:00:00 -0400 2099 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, service insights, service intel, intel, service intel podcast, Aquant, podcast, 1 2 full false Agilent - Metrics, Equipment, the Customer and You Agilent - Metrics, Equipment, the Customer and You On the very first episode of the Service Intel podcast, our expert host Sidney Lara, Service Principal at Aquant, is joined by  Marco De Sanctis,  Service manager at Agilent Technologies. Marco dives into importance of remote resolution, evolution of the equipment through feedback and design playing a pivotal role, which metrics matter most and how this has changed over time, avoiding recurring failures, importance of surveying customers for feedback, preventive maintenance best practices, the need for crucial insights to evaluate service teams, and keeping his team motivated coming full circle with customer satisfaction.

]]> On the very first episode of the Service Intel podcast, our expert host Sidney Lara, Service Principal at Aquant, is joined by  Marco De Sanctis,  Service manager at Agilent Technologies. Marco dives into importance of remote resolution, evolution of the equipment through feedback and design playing a pivotal role, which metrics matter most and how this has changed over time, avoiding recurring failures, importance of surveying customers for feedback, preventive maintenance best practices, the need for crucial insights to evaluate service teams, and keeping his team motivated coming full circle with customer satisfaction.

]]> Aquant Buzzsprout-9036115 Mon, 16 Aug 2021 08:00:00 -0400 2010 service, field service, kpi, kpis, AI, artificial intelligence, remote resolution, insights, metrics, data, customer, service insights, service intel, intel, service intel podcast, Aquant, podcast, 1 1 full false