The Leadent Digital Podcast is dedicated to shaping the future of field service. In each episode, we sit down with key voices from across the industry to explore the trends, technologies, and strategies that are transforming service operations around the world.
Our goal is to provide a platform for meaningful conversations, share actionable insights, and foster a community of forward-thinking service professionals. Whether you’re a leader looking to stay ahead of industry shifts, or a practitioner eager to enhance your operations, our podcast offers valuable perspectives to help you thrive in a rapidly evolving landscape.
Recent Episodes
Josh Zolin, CEO at Windy City Equipment Repair
In this episode of the Field Service Leaders Podcast, we speak with Josh Zolin, CEO of Windy City Equipment Repair, about his unconventional journey from Hollywood stuntman to building one of America’s fastest-growing service companies.
Having grown the business from working out of his dad’s garage to 65 employees across three states, Josh shares his insights on consistency in business growth, the impact of emerging technologies, and his mission to change perceptions about careers in the skilled trades through his book “Blue is the New White.”
Key Topics:
• Transitioning from stuntman to service technician to CEO
• Building a business through consistency and learning from failure
• The role of AI in augmenting service technicians, not replacing them
• How CMMS platforms have transformed customer communication expectations
• Keeping teams motivated through purpose and personal goals
• The skilled trades perception gap and self-image challenges
• Creating an online academy for blue-collar soft skills training
• Why skilled trades should be regarded like white-collar professions
• Automating the ordinary to humanize the extraordinary
• Growing a business for the people who helped build it
Emilie Giraudet, VP at NS BlueScope
In this episode of the Field Service Leaders Podcast, we speak with Emilie Giraudet, VP at NS BlueScope, about driving operational excellence and digital transformation in traditional manufacturing industries.
With an international career spanning food processing and steel manufacturing across China, Canada, France, and Singapore, Emilie shares her insights on building businesses from scratch, implementing large-scale digital initiatives, and creating a culture that embraces change.
Key Topics:
• Building service strategies from the ground up in your early 20s
• Balancing innovation with operational efficiency and cost management
• Aligning cross-functional teams through shared metrics and clear objectives
• The critical role of people over technology in digital transformation
• Getting senior stakeholder buy-in for digital initiatives
• Creating quick wins to build momentum in transformation programs
• Digitizing decades of undocumented planner knowledge
• Managing change fatigue during continuous transformation
• Evolving B2B customer expectations around sustainability and quality
• The growing trend of servitization in manufacturing industries
Sandy Laird, VP Field Services at RRC Companies
In this episode of the Field Service Leaders Podcast, we speak with Sandy Laird, VP Field Services at RRC Companies, about the unique challenges and opportunities in the renewable energy sector.
With a diverse background spanning automotive, telecom, and solar energy, Sandy brings over two decades of experience to her role overseeing field services from project inception through completion. She shares critical insights on quality control, training, and the growing demand for data centers and battery energy storage.
Key Topics:
• Managing field service operations in extreme weather conditions
• The critical shortage of trained resources in renewable energy
• How insurance and warranty practices are impacting construction quality
• Building accountability into contractor relationships
• The importance of understanding “why” behind AI-driven troubleshooting
• Creating a supportive team culture across 27 simultaneous projects
• Measuring success through issues found and corrective actions
• The push for energy storage and data centers in the next five years
• Preventing tragic accidents through comprehensive field training
Debbie Vaughn, Director of Field Service Delivery at Denali Advanced Integration
In this episode of the Field Service Leaders Podcast, we speak with Debbie Vaughn, Director of Field Service Delivery at Denali Advanced Integration about her unique journey from sales to service delivery and her perspective on building high-performing field service teams.
With a background spanning health and wellness, IT sales, and service operations, Debbie shares her insights on implementing ITIL-based service models, the critical balance between technology and human elements, and why mentorship is becoming a lost art in the remote work era.
Key Topics:
• Transitioning from sales to service operations leadership
• Building successful ITIL-based service desk models
• The real impact of AI on field service resourcing and scheduling
• Overcoming platform implementation failures and customization challenges
• Balancing automation with human critical thinking skills
• Developing entry-level talent in an increasingly automated world
• Measuring success beyond KPIs: voice of customer and employee satisfaction
• Creating intentional mentorship programs in remote work environments
• Managing the challenge of project scalability without burning out teams
Adam Neale, Director of Engineering and Supply Chain at SCC
In this episode of the Field Service Leaders Podcast, we speak with Adam Neale, Director of Engineering and Supply Chain at SCC, about the transformation journey of one of the UK’s leading technology services providers.
With a background spanning the army, logistics, and engineering leadership, Adam shares how SCC is blending innovation, cultural leadership, and operational excellence to redefine modern field service.
Key Topics:
• Leading large, distributed field teams through complex change
• The real-world impact of AI, smart scheduling, and predictive maintenance
• How to boost first-time fix rates and reduce repeat visits
• Balancing innovation with operational cost and customer experience
• Building a high-performing, future-ready service workforce
Clinten van der Merwe, SVP of Service at Tomra
In this episode of the Leadent Digital Podcast, we sit down with Clinten, SVP of Service at Tomra Recycling, to dive into the future of field service leadership and digital transformation in the recycling industry.
Clinten shares his career journey, the challenges of evolving traditional service models, how Tomra is building a 100% remote service model by 2035, and the vital importance of digital tools, IoT, and customer-centric strategies.
Key Topics:
• Shifting from reactive to proactive field service models
• Leveraging IoT and predictive analytics
• Building high-performing global service teams
• Transforming customer relationships into trusted partnerships
• Preparing for the future of field service
Caroline Häggström Marklund, Vice President Customer Service – Vattenfall
In this episode of the Field Service Leaders Podcast, we were joined by Caroline Häggström Marklund, Vice President Customer Service Nordic at Vattenfall, to explore how one of Europe’s leading energy companies is transforming customer service through digital innovation. Caroline shares how leadership, technology, and culture come together to drive operational excellence in field service.
Key Topics:
• Leading customer service transformation in the energy sector
• Overcoming resistance to digital change
• Leveraging software solutions for field service efficiency
• Aligning leadership vision with operational execution
• Building a customer-centric, future-ready service model
Mark Hessinger – SVP Global Customer Success
In this episode of the Field Service Leaders Podcast, we welcome Mark Hessinger, an independent consultant and former global service executive, to discuss how AI, innovation, and leadership are shaping the next era of field service. Drawing on his decades of experience across Gerber, 3D Systems, and more, Mark offers practical strategies for service transformation and technology adoption.
Key Topics:
• The real-world impact of AI in field service operations
• Building a global, customer-focused service organisation
• Overcoming adoption challenges with emerging technologies
• Shifting from SLA metrics to uptime-focused service models
• Preparing for the future of field service with AI, drones, and automation
Venkata Reddy Mukku, Vice President Worldwide Service – Bruker
In this episode of the Field Service Leaders Podcast, we sit down with Venkata Reddy Mukku, a global field service leader at Bruker, to dive deep into innovation, leadership, and the future of field service management. Venkata shares insights from his 20 years of experience managing global service teams across the US, Germany, and the UK.
Key Topics:
• Building trust, resilience, and empowering teams
• Navigating change management and digital transformation challenges
• Implementing AI, AR/VR, and remote support technologies
• Meeting evolving B2B customer expectations
• Maintaining human connection in an AI-driven environment
• Practical digital transformation strategies
We’d Love to Hear From You
If you have any feedback on the Leadent Digital Podcast, would like to appear as a guest, or would like to nominate someone you think we should feature, please get in touch.
Your ideas and suggestions help us create even better conversations and showcase the people shaping the future of field service.