In October 2021 Field Service News hosted the inaugural European Field Service Awards to celebrate the ingenuity and excellence of an industry that had kept the world turning as the pandemic swept across the globe.

As a follow up to her acknowledgement as Field Service Manager of the Year at the European Field Service Awards, Chris Hird, Editor at Field Service News, is joined by Louise Murton, UK Service Director at Baxi Heating for a conversation around the topic of leadership in the service industry.

During the conversation, Louis Murton discusses the key aspects of successful leadership and analyses the challenges faced by leaders during the pandemic.

It was an engaging discussion that covered:

• What Does Great Leadership Look Like Within Field Service Operations?
• Seeking the Balance Between the Old and New Worlds of Field Service Operations after the Pandemic.
• How to Make Tough Decisions Around Prioritization in Field Service Operations.
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In this excerpt from the full discussion, Louise Murton discusses how she found herself making tough decisions, especially during the pandemic, based on customer needs while maintaining 100% efficiency in field service operations.