Who else needs a vacation? We know it’s been a tough year for service leaders and your teams, so Aquant is hosting Service Leaders Spring Break where we are mixing work and play. The fun runs from March 22 - March 25.

What is Service Leaders Spring Break? It’s a virtual field service event for service pros, by services pros. Join sessions that will help spark ideas and polish best practices to ● Create and scale a well-rounded and inclusive workforce ● Provide service teams the best tools for success, regardless of current skill level ● Focus on the best KPIs to improve service outcomes, not just the ones that look good in monthly reports ● Make measurable improvements that slash the skills gap and improve service quality ● Navigate Covid-19 challenges with an eye towards future growth Events include:

Monday, March 22 Slashing the Service Skills Gap: An Alchemy of Tech, People & Processes Featuring

● Mike Rembelski, Vice President, Global Service at Danaher Corporation / Beckman Coulter Diagnostics

● Rodger Smelcer, Vice President and Owner, United Services Technologies, Inc.

● John Carroll, CEO, Service Council

Preventing Service Disasters: How Information Gaps Hurt Your Business

● Edwin Pahk, VP of Product Marketing & Business Development, Aquant

Tuesday, March 23 3 Milestones for Any New AI Deployment

Featuring

● Guy Ben-Ezer, Director Customer Success, Aquant

● Eric Federman, Customer Success Manager, Aquant

● Edwin Pahk, VP of Product Marketing & Business Development, Aquant

Wednesday, March 24 Creating Meaningful Diversity in Service

Featuring

● Roy Dockery, Vice President of Global Care at Swisslog Healthcare

● Robyn Walker, Senior Director, Customer Success and Service Operations at Mevion Medical Systems

● Carolyn Ridderman, Global Vice President, Customer Care at Stryker

Sign up now to get access to an exclusive beer tasting on March 25, featuring a beer brewed just for service leaders.

Learn more: Take a glance at scheduled sessions and sign up at servicespringbreak.com

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Further Reading:

• Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
• Read more about Service Leadership @ www.fieldservicenews.com/service-leadership
• Learn more about Service Leaders Spring Break @ servicespringbreak.com
• Learn more about Aquant @ www.aquant.io
• Follow Aquant on Twitter @ twitter.com/Aquant_io

 

An unexpected but amusing cameo in a recent live stream with Nick Frank and Harald Wasserman not only brought a welcome moment of levity but also shone a spotlight on an important, but often overlooked aspect of remote working. Kris Oldland, reflects back on the session... 

I'm sure everyone of us at the moment is under a greater level of strain than we have ever felt before.

For me personally, I can confess to having never been under so much pressure. As an independent publisher, we have a tendency to punch well above our weight as it is, with an output that matches and dare I say it, betters that of any of the mainstream publishers I have worked for during my entire career in publishing. This is something I take immense pride in. 

Similarly, as the field service sectors leading global voice, I felt it was simply our duty to react in a proactive and positive manner to the current Covid19 pandemic and so establishing the support channel that we have created to host a series of live sessions to help offer guidance to field service companies during this time was something that I knew in my heart we had to move mountains to do. 

It is at times of crisis that we need both leaders and we need to come together as a community. It is our job as the primary layer of news media in the global field service sector to facilitate that. And we may be winging it a little, as are we all at the moment, but so far, I think we've done a reasonable job of achieving quite a lot in very little time - thanks in the main to the wonderful support from our friends in the industry.

But I'll freely admit, it has been tough, I'm tired and I know there is a long way to go yet. We'll get there, but there is a long, long way to go.

 

An Excellent Moment of Learning from an Unexpected Source: 

So a week or so on from the first Emergency Symposium we hosted on Covid-19 and its impact on field service organisations and I have just a moment to take stock on everything that happened in a whirlwind of anxiety, anticipation, and action.

While there have been countless excellent learnings from our Covid19 sessions, which you can catch up on here, perhaps one of the most important aspects of the current situation was raised by an unexpected cameo on my recent stream with Nick Frank and Harald Wasserman of Si2 Partners. 

 

"It was the follow up cameo that brought a wonderful moment of levity into what have quite understandably been a series of tense sessions across the week..."

 

It was a moment of sheer unexpected levity, and it shone a light on a very important, yet potentially easily overlooked, aspect of the remote working environment we are all currently engaged in. 

Just as Nick was speaking about the importance of strong leadership we saw a blurred flash across the camera as his young daughter entered into the shot. However, it was the follow up cameo that brought a wonderful moment of levity into what have quite understandably been a series of tense sessions across the week. With the wonderful exuberance of youth on her side, Nick's daughter proceeded to torment her Dad, with a pair of bunny ears behind his head and a wry smile to our live audience before treating us to one more wave as her brief, but enjoyable cameo came to an end. 

It was an endearing moment, one that reminded us all of the humanity that lies behind the screen - something that was acknowledged by a number of the audience in the chat room of the live session. 

 

"Actually, you are letting people in to your lives and I think this is quite difficult for some people..."

 

Nick coped with things admirably, and there were shades of Professor Robert Kelly's famous BBC video interview, which went viral, for sure. However, what this intervention brought forward was an important discussion on the importance of levity in these challenging times. 

"The thing about remote working and 'virtual sessions' is that they are very intense," Frank commented during the stream. 

"The meetings are much shorter, they are to the point and rather than having one or two sessions which are much longer these are shorter, more frequent and more intense. The other thing is that you can see the environment. Actually, you are letting people in to your lives and I think this is quite difficult for some people. 

"But now, because of the situation we are in, people are getting used to the seeing the working environment and it actually becomes OK, we're all in the same boat and it is of no surprise. What it brings is an informality to the discussion which completely changes the means of communication.

"I think it is these moments of levity and socialisation that can allow us to understand our teams as people and who they are and that is an important part of leadership, and good leadership is vital at the moment." 

Well said Nick and thanks Katy for bringing a smile to many of our faces at an intense time. It was a lesson many of us needed - i.e. to remember that while we may be working a million miles an hour to get through this crisis, while the rolling news continues to update us on everything that is in front of us, ultimately we must remember that a moment of levity, a reminder of the human behind the screen, can be a wonderful tonic to keep us going. 

 

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Finally, to say a big thank you for everyone who has joined our new Patreon tiers of paid for support of our work. 

We will be arranging for all of our premium content library to be uploaded to a non-sponsored, members only access area in the coming week and will also be setting up the discussion groups and arranging for some additional member only interviews to be conducted so watch this space.  

If you are interested in accessing our additional membership tiers you can do so from as little as £15/month and throughout the duration of the pandemic that costs will give you access to the top tier VIP membership as well. Find out more @ https://www.fieldservicenews.com/subscription-tiers

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Company says its photo and video-based app can help reduce contact between technicians and customers.

XOi Technologies have made access to their Vision app free to new customers until September 1 in an effort to support the service sector during the Covid-19 pandemic.

Lockdowns

With lockdowns being implemented globally alongside initiatives such as social distancing the number of physical service calls are being reduced. It means the use of remote technology in the sector is becoming more prominent.

XOi’s cloud-based application uses Vision uses photo and video documentation with real-time remote video support which the firms says can cut down customer and engineer interactions.

“Going completely remote simply isn’t an option for the field service industry, where site visits are just part of the job,” XOi’s CEO Aaron Salow said. “But with technology like ours, it’s possible to reduce the face-to-face interactions that technicians experience on calls. By offering wider access to XOi, we feel like we’re doing our part to keep the industry we serve engaged, connected, and productive during a difficult period.”

As the virus takes a firmer hold on infrastructure Salow hoped the decision to offer their technology free of charge would affirm the wellbeing of the company’s community. “Our top priority is the health and safety of our own employees, workers in the contracting industry, and our customers and partners,” he said. “These are difficult circumstances for the communities we serve. We see an opportunity to reach out to them and offer something that can help their team members and customers stay safe while also supporting their businesses during a period of financial strain.”

 

For details on the offer, visit http://www.xoi.io/xoi-offer/ contact Nick Hughes at nhughes@xoi.io for further information.

Approximately one in three companies (32 per cent) believe the business use of artificial intelligence will be commonplace within the next decade, new research from TomTom Telematics has revealed.

The study found that 22 per cent believe virtual reality will be in common usage, while around one in five anticipates the prevalence of in-vehicle working due to the development of autonomous vehicles.

However, almost a third (32 per cent) fear they may struggle to keep pace with the rate of technological change. Furthermore, one in two (49 per cent) believe those that fail to embrace digitalised processes and the Internet of Things are at greater risk of going out of business.

“Complacency can sound the death knell for businesses,” said Beverley Wise, director UK & Ireland at TomTom Telematics.

“Companies should be mindful of the pace of change and keep a close eye on the solutions and processes that will help ensure a competitive future – from smart mobility and connected tech to advanced manufacturing and design systems. Many of today’s new emerging technologies will disrupt and revolutionise commerce, and in the process become the standard for tomorrow.”

Almost half of companies (46 per cent) believe remote working has or will become, the norm within the next 10 years. Remote working is currently proving more prevalent among larger companies (58 per cent) than their SMEs counterparts (37 per cent).

“The onus is on businesses, both large and small, to adapt to this new era of hypermobility and connected working that is being ushered in by advancements in areas ranging from telematics and the connected car to iPaaS and blockchain solutions,” added Wise.

“Such connected technologies and unified communication systems are unshackling workers from traditional working patterns - an empowering development that is set to significantly impact productivity and business efficiency.”

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