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Recruitment, Hiring, and Retention

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 Rodger Smelcer, Vice President/Owner of United Service Technologies discusses with Sarah five ways that COVID-19 has brought clarity to his business and what changes he’s made as a result.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. I’m happy to welcome to the podcast today Rodger Smelcer, vice president and owner of United Service Technologies. Today we’re going to be talking with Rodger about five ways…

Today, right now, many service providers are scrambling to find a way to deliver on their promises to customers without endangering them or their field technicians. Many will not think far beyond latex gloves and a mask, but forward-thinking companies are already looking at the bigger picture. For many, this includes considering options for zero-touch service. Over the course of the last five years or so, we’ve seen the steady creep of businesses in a…

I recently interviewed Amanda Moore, Head of IT – Customer Projects, Support & Field Services at Schneider Electric, for an episode of the Future of Field Service podcast on becoming more agile, both as an IT organization and as a company. It’s a must-listen if you haven’t already, but what I wanted to share here is Amanda’s insight and advice around being a woman in a historically male-dominated industry. “I’ve been in an IT role…

  Last year around International Women’s Day, we at Future of Field Service launched a Women in Field Service series of content and we’ve continued that series since. Along the way, I’ve received mostly support from women (and men) in the industry and have had the wonderful opportunity to hear many women’s stories of hurdles, growth, and triumph. But I’ve also faced a few questions of, “If you really want equality for women, why keep…

  Between continued talent shortage struggles, an evolution of what we’re requiring of field technicians, and continued pressure from customers to do more with less (and faster), more and more companies are turning to contingent workers to alleviate some of the burden of their service requirements. However, while we’ve come a long way in the acceptance of a contingent workforce as an option, there’s still some hesitation around relinquishing control, trusting “outsiders” to deliver your…

  I had the pleasure of interviewing Don Rheem, author of Thrive By Design: The Neuroscience that Drives High-Performance Cultures, TEDx Speaker, and CEO of E3 Solutions, this week for the Future of Field Service podcast. He was filled with knowledge, passion, excitement, and thought-provoking points that I can’t wait for you to listen to when the episode is released. In the meantime, I wanted to recap some of Don’s points that really got me…

  As we kick off 2020 with a lot of talk about service transformation, migrating to outcomes, and how to leverage technologies like AI, there’s a need to revisit a topic that remains top of mind for many service organizations: the need for new technicians. According to a recent Forbes article, America is facing an unprecedented skilled labor shortage – the Department of Labor reported in January 2019 that the US economy had 7.6 million…

Back when I was an industry analyst, I ran a study to benchmark the strength of the service workforce. Through my research, I discovered that service companies expect nearly half of their service workforce to quit in any given year. We could easily spend hours speculating as to why that is, and there are certainly some identifiable trends, like an overall aging workforce, that help explain these numbers, but the underlying truth is clear: Service…

Field service is evolving enormously in recent years and technology and customer expectations will continue to advance just as quickly. Twenty years ago, field service may have been centered on break-fix repair, but the velocity now is towards long-term, contractual arrangements that are more satisfying for the customer and more lucrative for the service provider. Transformational technologies can enable whole new revenue models that make field service organizations stickier and more intimate with their customer…