Field Service Management Podcasts
Global Field Service Leadership Lessons from 24 Years at Tetra Pak
Field Service Management Podcasts
About this episode
Jean-Claude Jobard reflects on 24 years of leading field service operations at Tetra Pak, spanning Europe, Africa, and Asia. He shares how global exposure shaped his leadership approach, why trust matters more than rapid change in the first 90 days, and how service leaders should think about performance beyond headline KPIs. The conversation explores what works when managing large, distributed engineering teams, and why metrics like time to restore and asset lifecycle value often matter more than first-time fix.
The SLAs That Make or Break Multi-Site Field Service Delivery
Field Service Management Podcasts
About this episode
Debbie Vaughn breaks down why traditional SLA reporting often fails in real-world, multi-site field service delivery. Drawing on enterprise rollout and managed services experience, she explains why communication, transparency, and shared success metrics matter more than speed alone. She covers operational interlocks, OLAs behind SLAs, translating technical risk for executives, preventing engineer burnout, and why green dashboards can still hide customer dissatisfaction.
Balancing Speed with Quality & Reliability in Field Service
Field Service Management Podcasts
About this episode
Data centres and green energy sites are being built at breakneck speed, but a rushed install can haunt owners for decades. Sandy Laird, Project Director and VP of Field Services at RRC Companies, shares what “quality at scale” really looks like when overseeing dozens of projects at once. We unpack the importance of reliable service, outdoor installation realities, and why accountability matters more than ever. Sandy explains the KPIs she trusts, including revisit rates and crew productivity, plus where robots and AI can help (and where they cannot).
About this episode
Regional Field Service Manager Allan Fairhurst shares his journey from plant operator and Army logistics to leading large fibre field teams and FTTP delivery. Allan talks about what really happens on major infrastructure projects like HS2, how pre-site surveys and training slashed utility strikes, and why “doing the do” matters before managing others. Expect practical lessons on safety culture, KPIs that actually matter, and how to turn great technicians into confident leaders in the field.
Leading ROW Field Operations at the Height of EV Infrastructure Growth
Field Service Management Podcasts
About this episode
Claire Ford shares her journey from the early days at EVBox - when the UK’s charging network was still in its infancy - to overseeing service operations across the UK and Germany at ABB E-mobility. She discusses how her experience building teams through COVID, managing exponential growth, and integrating systems like Salesforce and SAP shaped her leadership approach.
How to Lead 1600 BT Engineers & Deliver to Customers Nationwide
Field Service Management Podcasts
About this episode
Adam Neale, UK Field Engineering Director at BT, explains the challenges of presenting data-led actions to naysayers, gives tips on how best to manage a large team of engineers, and highlights the welcome advancements in tech from phone calls, PDAs, and spreadsheets to Service Management Software.
Increasing Customer Returns by Leveraging Data & Transparency at proAV
Field Service Management Podcasts
About this episode
Carl Hamilton, Field Service Engineering Manager at proAV Limited, shares his expert insight on manoeuvring in a reactive service management sector and gives advice on using AI and IoT to help increase customer returns. As well as opening the lid on the acronym, RTFM.