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
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.