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 Patrick, Director of Field Service, Fortis Fire and VEC Inc
In this episode, we’re joined by Josh Patrick, Director of Field Service at VEC Inc, who shares his unconventional journey into field service leadership — moving from turf grass management and the golf course industry into heavy industrial and construction field operations. Starting on the warehouse floor, Josh worked his way through facilities management into leading a large, geographically distributed field services team.
Josh discusses the realities of managing tools, equipment, and people at scale, the rapid pace of digital transformation in construction field service, and why change management and simplicity are critical to technology adoption. He also reflects on lessons learned from ransomware disruption, the importance of communication and organization, and how empowering field teams with real-time information improves both operational efficiency and the customer experience
Key Topics:
• Josh’s career transition from the golf course industry to field service leadership
• Managing large, distributed construction field service teams
• The impact of digital transformation on tools, equipment, and workflows
• Lessons learned from ransomware and rapid technology change
• Tool and asset tracking at scale using digital platforms
• Balancing efficiency, usability, and buy-in from field teams
• Communication and coordination in fast-paced field environments
• Improving customer experience through internal process efficiency
• The future role of AI in construction and field service operations
• Tackling bills of material (BOMs) as a critical field service bottleneck
Gyner Ozgul, Chief Executive Officer, Fortis Fire and Safety
We speak with Gyner Ozgul, Chief Executive Officer at Fortis Fire and Safety, about his journey from restaurant management to leading large-scale, mission-critical field service organizations. Gyner shares how hands-on experience — from ride-alongs with technicians to running multi-thousand technician operations — shaped his leadership philosophy and deep respect for frontline service teams.
The conversation explores the realities of managing a distributed, technician-first workforce, the growing role of AI in addressing labor shortages, and why empathy, culture, and change management are now the most critical success factors in field service. Gyner also reflects on lessons learned scaling service organizations, bridging the gap between back office and field teams, and preparing the next generation of skilled technicians for an increasingly complex future
Key Topics:
• Gyner’s career journey from hospitality to field service CEO
• Scaling field service organizations from dozens to thousands of technicians
• The evolving role of leadership: from tactical management to servant leadership
• Why technicians are the true center of field service operations
• The impact of AI on workforce shortages, dispatch, and technician enablement
• Overcoming resistance to AI and protecting tribal knowledge
• Building culture and engagement in a remote, technician-led workforce
• The importance of ride-alongs and first-hand field insight for leaders
• Why empathy is the most underutilized leadership tool in field service
Niel McCoy, Director Aftermarket – BU Automation, Sandvik
In this episode, we’re joined by Niel McCoy, Director Aftermarket – BU Automation at Sandvik, who shares insights from more than three decades in the mining industry. Starting his career as a mining engineer at the rock face, Niel has progressed into global leadership roles focused on automation, aftermarket services, and customer lifecycle support.
Niel discusses how mining has evolved from traditional, labor-intensive operations to highly automated, data-driven environments — and why strong aftermarket service, change management, and continuous competence development are critical to making technology investments successful. He also explores the challenges of supporting global customers, enabling field service teams with the right tools, and ensuring automation delivers long-term value rather than short-term wins
Key Topics:
• Niel’s career journey from mining engineer to global aftermarket leader
• The role of aftermarket services in supporting mining automation
• Why change management is the biggest barrier to technology success
• Enabling field service teams through data, tools, and competence development
• Managing global support consistency across regions, cultures, and languages
• The impact of skills shortages and workforce turnover in mining
• Leveraging AI, remote support, and digital tools to sustain customer value
• Building long-term customer partnerships beyond transactional support
Patrick Dell, Head of Business & Professional Development, Service at Varian
Patrick Dell, Head of Business & Professional Development, Service at Varian, joins the Field Service Podcast to discuss the evolution of leadership, the shifting expectations of today’s field service engineers, and how organizations can equip frontline leaders for the future. Drawing on a career that spans military service, 25 years in medical field service, and now a role focused on developing leaders across the Americas, Patrick shares rich insights into how character, culture, and change shape effective leadership.
In this conversation, he reflects on how his early experiences—including time in the U.S. Army and attending an HBCU—shaped his leadership philosophy, why KPIs should be a byproduct rather than the focus, and how field service roles are rapidly transforming through technology, customer expectations, and generational shifts. Patrick also discusses the role AI will play in freeing leaders to focus more on people, and offers a candid look at the personal challenges that reshaped his understanding of teamwork and resilience.
Key Topics:
• Patrick’s journey from the military to 25 years in medical field service
• How early experiences shaped his approach to inclusive, people-first leadership
• The importance of developing frontline leaders—and why KPIs shouldn’t be the starting point
• The shift from “heroic fixes” to proactive, prevention-focused field service
• Managing generational changes and work-life balance expectations
• How AI can support managers by freeing time for meaningful leadership
• The evolving customer expectations driving change in field service
• The future of field service: knowledge capture, remote capabilities, and speed
• Personal challenges that reshaped Patrick’s understanding of team strength and leadership
• The old-school field service tools and communication styles he still misses
Ian Schmehl, Operations Vice President at State Farm
With over 25 years in the telecommunications and insurance industries, Ian Schmehl has led teams through massive shifts in technology, customer expectations, and organizational design. In this episode, Ian shares lessons from his journey—from AT&T to State Farm—on adapting leadership styles, embracing AI, and maintaining the human touch in increasingly digital operations.
He also discusses how State Farm is blending innovation and empathy to create a culture where both employees and customers thrive, emphasizing that the best customer experience begins with an empowered workforce.
Key Topics:
• Ian’s career journey from AT&T to State Farm and lessons from global leadership roles
• How agentic AI is reshaping customer service and contact centers
• Balancing operational efficiency with customer experience
• The importance of “Zero Touch” and proactive service design
• Keeping humans at the center of digital transformation
• Fostering engagement and communication in hybrid teams
• The three-legged stool of success: customer, employee, and efficiency balance
John Chrisentary, PhD, Director of Service Programs at W&H Group
In this episode, John Chrisentary shares his journey from DJ and radio host to global service leader across top organizations like Hewlett-Packard, Agilent, Medtronic, and now W&H Group. With decades of experience in IT and medical device industries, John discusses how strong leadership, mentorship, and technology integration have shaped his approach to field service excellence.
He explores the evolving expectations of customers, the balance between technology and human connection, and why field service should be seen as a profit center rather than a cost. John also shares practical insights into the future of service — from AI-driven predictive analytics to the importance of listening to the voice of the customer.
Key Topics:
• How mentorship and creativity shaped John’s leadership philosophy
• The power of integrating systems like SAP, Salesforce, and ServiceNow
• Why AI is both a thrilling and challenging tool for field service
• Turning field service from a cost center into a profit driver
• How “the extra” turns ordinary service into extraordinary experiences
• Building customer trust through empathy, consistency, and proactive engagement
• Preparing service teams for generational shifts and future technologies
Scott Adams, Director of Service Operations at J.M. Brennan, Inc.
In this episode, Scott Adams reflects on his multi-decade journey from a field engineer at Burroughs Computer Corporation to leading service operations at J.M. Brennan. With a career spanning the evolution of technology and service management, Scott shares how AI, automation, and strong leadership philosophies are reshaping field service. He offers insights into balancing digital transformation with human connection—emphasizing training, empathy, and culture as the core of lasting success. As he approaches retirement, Scott discusses the lessons learned and his vision for a future where technology amplifies, rather than replaces, the human element of service.
Key Topics:
• Scott’s career evolution from field engineer to service operations leader
• Lessons from mentors and early experiences in engineering and leadership
• How AI and automation are transforming service workflows and reporting
• Real-world ROI from AI integrations and workflow automation
• Managing change and training diverse technician groups for new technologies
• Shifting customer expectations and maintaining personalized service
• The importance of human connection and employee engagement in a tech-driven world
• Building team culture without a traditional HR department
• The balance between innovation and human adaptability in field service
• Scott’s reflections on leadership, retirement, and the next generation of service professionals
Stuart Powell, Executive Director at Certas Energy
From managing nightclubs at 18 to leading large-scale energy operations, Stuart Powell’s journey is a masterclass in leadership, resilience, and transformation. As Executive Director at Certas Energy, Stuart shares how his diverse career—spanning British Gas, international operations, and large-scale field teams—has shaped his approach to service leadership.
In this episode, Stuart discusses the power of culture and collaboration in driving meaningful change, why technology alone isn’t the silver bullet, and how the future of field service depends on blending innovation with authentic human connection.
Key Topics:
• Stuart’s unconventional career path and early lessons in leadership
• Overcoming cultural resistance and leading change in traditional industries
• Why technology is an enabler—not a silver bullet—for transformation
• The importance of collaboration and co-creation across teams and departments
• Building trust and accountability to drive cultural change
• Future trends in field service: sustainability, digitisation, and human connection
• The “three Cs” of success – customer, colleague, and commerciality
• How authentic leadership and teamwork deliver long-term results
Jean Claude Jobard, Vice President, EMEA at Marmon
With over three decades in engineering, service, and leadership across multiple continents, Jean Claude shares his insights into how culture, technology, and mindset shape the future of field service. From his early days at Tetra Pak to leading service operations globally, he highlights the importance of openness, adaptability, and data discipline in a fast-changing landscape.
Jean Claude discusses the missed opportunities in remote support adoption post-COVID, the power of voice-over-voice translation to bridge language gaps in Europe, and how AI can help structure and share knowledge across distributed teams. He also offers a candid take on the next generation of engineers — and why the industry needs to evolve to attract them.
Key Topics:
• The human side of field service — what makes engineers “a different breed”
• How global experience teaches leaders to “understand, not judge”
• Missed opportunities in remote support and what’s next for its adoption
• Why instant translation could be a game-changer for European field teams
• How to price and position remote support as a paid service
• AI’s role in structuring service knowledge and supporting technicians
• Cultural contrasts in service expectations across the US, Europe, Asia, and the Middle East
• The changing nature of recruitment and the new generation of field service engineers
• Using data to replace opinion — and the future of guided, lower-skill on-site support
• The business case for technical investment despite hard-to-measure ROI
• Jean Claude’s “magic wand” solution for recurring issues — fix it once, fix it for all
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.