The worlds of service management and field service are fascinating. They have been fascinating me for the previous 15 years. For those of you in those worlds, you might have come across some of my work describing the monumental transformations taking place around product connectivity, customer centricity, and workforce empowerment. You may even have seen me speak at Maximize. The last 15 years have offered me the opportunity to analyze and comment on these markets — first with Aberdeen Group, and more recently as the chief customer officer with Service Council. I’ve had the opportunity to strategize with the heads of service about their future roadmaps, discuss the transformations with software leaders in the space, and even ride along with technicians as they highlight the pain and joy of trying to meet and exceed customer expectations while out in the field. The analyst in me will always look to study, to analyze and to learn, even as I begin a new journey digging deeper into this ever-evolving world.
I’m taking on a new role that allows me to build on my foundational knowledge of the industry and to pursue my passion of working with service practitioners on their business transformations. Instead of engaging in one off interactions with field service leaders, I will now look to get into the trenches with them on their transformation journeys and see their projects grow from initial concepts to successful results. The role will also allow me to support the advancement of the field service cause through continue research and thought leadership.
My new role is at ServiceMax as part of their amazing Global Customer Transformation team. I’ve seen this team interacting with ServiceMax customers and prospects for many years as they help define achievable business value from technology investments, and counsel ServiceMax prospects and customers. This team, led by folks like Dave Hart who spent his entire career leading global field service teams, has quite literally “written the book” on effective field service management, and travels the globe to work with leaders of the largest field service organizations on their big challenges. I can’t wait to get my hands dirty with this team, and to spend my time working with customers. I look forward to working with all of you in the ServiceMax community on your big challenges.