Service Intel
Episodes
39 episodes
United Service Technologies: Hiring, retaining, and managing a multigenerational workforce
Rodger Smelcer, Executive Partner at United Service Technologies joins Sid to discuss how to hire, manage, retain, and appreciate the unique preferences and behaviors of coworkers who grew up in different generations. They also talk about or...
National Instruments: Building an Inclusive Work Culture
In today’s episode, we have Anthony Bacak, Director of Global Field Services at National Instruments. Anthony shares his experience raising a daughter with down syndrome and how that inspired him to build an even more inclusive culture at Natio...
Lifescan: How to take a more proactive approach to call data
Tune in for a discussion with Sid and Ehab Goldstein, Global VP, Strategy, Competitive Insights & Head of Customer Service at Lifescan. Ehab shares how service teams can use AI to take a more proactive approach to call data. He discusses hi...
Philips: Sales sells the piece of equipment, service brings the customer back
Sales sells the piece of equipment, service brings the customer back – that’s the topic of this week’s podcast. In this episode, Peter Lee, Sr. Manager, Service Sales and Marketing at Philips joins Sidney Lara to discuss the difference...
Integra LifeSciences: Managing work-life balance in the service industry
Lacey Gigante, Director of Post-Market Surveillance at Integra LifeSciences, a surgical and medical equipment manufacturer. Lacey has spent her entire career in the highly-regulated and fast-paced med-device industry. She shares her experience ...
Service Intel - Season 2 Trailer
Aquant's Service Intel podcast is back! This season, our host Sidney Lara, Aquant's Service Principal, is connecting with leaders across the industry to openly discuss challenges, wins, and everything related to the next generation of field ser...
Comfort Systems USA Mtech - Thinking Outside the Technician Box: Structural Logistics to Optimize Customer Satisfaction
Does your service organization ask the right questions? On episode 8, Curtis Novinger, VP Service Operations, Comfort Systems USA - Mtech, emphasizes that data isn't the only thing that changes companies; it's about the people! He discusses the...
VBR Turbine - From Maintenance, Repair and Operations (MRO) to Internal IoT & Beyond
Patrick Jansen, Chief Services Officer at VBR Turbine Partners, joins us to discuss VBR’s transformation of field service and digital iOT support performing remote troubleshooting and diagnostics and going from an MRO, working on turbines...
Tetra Pak - What is Overall Equipment Effectiveness (OEE)? Availability, Performance, & Quality
Sasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak, dives into OEE and the goals OEM’s try to achieve with these measures. What is the importance of properly harvesting data as the first step in the journey? Is it better to build s...
Swisslog Healthcare - Hiring Optimization in Field Service through Diversified Candidates
On this episode of the Service Intel Podcast we have Roy Dockery - the Vice President of Customer Care at Swisslog Healthcare. Roy gives the blueprint for obtaining more diverse candidates and emphasizes the need for a shifted hiring focu...
Ortho Clinical Diagnostics - Smart Proactive Service: Empowering & Supporting the Customer
Linda Tucci, the Senior Global Director of Technical Solutions at Ortho Clinical Diagnostics, takes us through the journey of a new era in customer support. Emphasizing that a one-size-fits-all approach doesn’t work for every client, Linda expl...
NCR - Training: its Global Impact on Product, Satisfaction, & Beyond
For episode 3 we have Jason Holland, Technical Learning Leader at NCR. Jason describes their one-of-a-kind global tech support that involves blended learning across engineering and training departments to provide a “voice of the field ...
Konecranes - Leveraging & Structuring Data with Full Organizational Alignment in Service
On episode 2 of the Service Intel Podcast, Sidney is joined by Nave Orgad, the Director of Service Innovation and Service Agreements at Konecranes. Nave describes how he has leveraged data to best promote field service offerings, going from a c...
Agilent - Metrics, Equipment, the Customer and You
On the very first episode of the Service Intel podcast, our expert host Sidney Lara, Service Principal at Aquant, is joined by Marco De Sanctis, Service manager at Agilent Technologies. Marco dives into importance of remote resoluti...