Service Intel

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. 

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 miscon...

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. 

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, 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. 

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...

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 servic...

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 co...

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,...

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...

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...

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. 

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 ex...

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 epi...

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. 

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.

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 be...

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 deliv...

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.

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 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 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 comp...

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...

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. 

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.