Service Council inService™ Podcast Series

According to the most recent Service Council Voice of the Field Technician Survey, 60% of survey respondents (ages 25-44) don’t anticipate remaining in the role over the next decade. That’s a disturbing statistic for service leaders, particularly given other talent shortage trends such as the aging workforce, the Silver Tsunami, and the Great Resignation. So, what’s the answer? We believe creating a career lattice of learning and growth opportunities, vs. the traditional career ladder, may provide a glimpse into new ways of defining and measuring the success of field service work. Join our inService Podcast host David Nour, as he welcomes Rod Cook, Director of NA Service Operations at Trane Technologies to discuss Career Pathing for Field Service Technicians and the impact of the global pandemic on the lives of field service technicians, safety, policies, and quarantine mandates.

From the great resignation, to the silver tsunami, the talent agenda continues to challenge field service, customer service, and customer experience organizations globally. What if there was a unique business model that could provide leaders with a bit of relief? Join this episode of the inService Podcast with host David Nour, as he welcomes Mynul Khan, founder and CEO of Field Nation. Recognizing the growing need for companies and independent workers to easily connect, Mynul Khan founded Field Nation in 2008, completely changing the landscape for on-site service work. His leadership has turned a once-budding startup into an enterprise-level offering that’s processed over $1B in transactions. With a degree in Computer Science and a background in programming and data analysis, Mynul continues to expand Field Nation’s platform to allow businesses to grow their service delivery model, and maximize their profitability in the process. Today, Mynul sits on the Field Nation Board of Directors, and the Board of Trustees for St. Cloud State University. He is also an Advisory Board Member of CompTIA.

How's your service team's mental health during this ongoing global pandemic? How's their head and heart, really? If they're not feeling their best, how can they possibly deliver their best for internal or external stakeholders? Join David Nour on this episode of the Service Council inService Podcast series as he welcomes guest Gail Sease, former manager of training and technical information at Hobart Service, as they discuss mental health and the employee experience. Join us bi-monthly as we interview global field service, customer service, customer experience, and tech enabling leaders of their success. 

Join David Nour on this episode of the Service Council inService Podcast series with Darren Roos, CEO of IFS - the global leader in Field Service Management, Enterprise Asset Management, and Enterprise Resource Planning. Darren’s career-building global software business spans over 20 years. Shouldering end-to-end responsibility for all products and the well-being and efficiency of 4,000 staff, Darren was the President of SAP’s global ERP Cloud business. With a reputation for being connected, direct, and invested, he also delivered his brand of consistency as General Manager of Northern Europe and Chief Operating Officer of EMEA for the company. No less significant is the time he spent with Software AG as President of EMEA, APJ, LATAM as well as being on Software AG’s Group Executive Board. A respected thought-leadership writer and Cloud expert, Darren’s not frightened of bucking comfortable trends within the industry. He doesn’t see being hot-on-the-heels of the market leaders as second place; working smart doesn’t take the place of working hard, and asking for help isn’t showing weakness.  He advocates being in love with what you do, focusing on outcomes rather than hurdles, and facilitating customer choice at every step. Having grown up in South Africa, he understands the sound case for diversity in business. When not at work, Darren puts as much energy into enjoying time with his wife and three children. In addition, he currently is a Board Director at Sitecore.

Join David Nour on this episode of the Service Council's inService Podcast Series as he interviews John Carroll, Service Council's founder, and CEO on the newly formed Service Evolve. John Carroll is an entrepreneurial, marketing, and business development executive with a consistent record of growing revenue, market share, and business valuation. He founded Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping, and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll’s direction, Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries. John, Michael Israel, and Sheila Ahmed also join Nour for this LinkedIn Live conversation. Learn more at ServiceCouncil.com and join us this September 13-15 in Chicago for the Service Symposium. 

He leads the U.S. Digital Buildings business for Schneider Electric. A recognized pioneer in Field Services and the Building Management space, he is a leader in accelerating the digital service experience for commercial buildings.  With a career spanning close to four decades having held positions ranging from the frontline to the boardroom, he brings a unique perspective to driving strategic change in the industry.   Prior to joining Schneider Electric, he held leadership positions at Comfort Systems and Johnson Controls. He earned his MBA at the University of Maryland and is based in Dallas, Texas. Join David Nour on this episode of the Service Council inService Podcast with James Mylett. BTW, James will be our guest on LinkedIn LIVE today at Noon ET - Join us to ask questions. We also turn the show notes from our podcasts into more in-depth articles, so check them on the Service Council website.

He is the Chief Innovation Officer at Vertiv, a global provider of critical digital infrastructure and continuity solutions headquartered in Columbus, Ohio. In his 30+ years in the industry, he has also led the global advanced analytics group for the services team at Vertiv, specializing in real-time data and connecting Vertiv’s nearly 1 billion operating products to the Vertiv cloud. He was also the global director of life-cycle management for the services group and has led in other services roles. His educational background includes ABD at Liberty University focusing on Agile project management of IoT and Big Data projects, an MBA from the University of Phoenix, and undergraduate degrees in Applied Mathematics and Information Technology. He is also a licensed commercial pilot and an avid biker. Join David Nour on this episode of the Service Council's inService Podcast Series with Greg Ratcliff. BTW, three quick points: Gregg will join Nour and Michael Israel, Service Council COO, today at Noon ET for a LinkedIn Live session. Hope you'll join us. We turn these podcast interviews into more in-depth articles, so check them out in the Service Council blog. We have some fabulous guests coming up, including John Carroll, Service Council founder to discuss Service Evolve. Hope you'll subscribe wherever you consume podcasts or at ServiceCouncil.com/Podcast.

She has proudly served Southwest Airlines for nearly 20 years and began her career as a Flight Attendant. She has held various Leadership roles along the way and currently serves as the Vice President for Inflight Operations.  She is passionate about helping others find what inspires them and believes that finding that inspiration is what drives Employee success. As a native of Louisiana, she is no stranger to Hospitality, and her passion for outstanding Customer Service drives her to make personal connections with Employees.  She and her husband, Michael, have two adult sons, Bobby and Brad. Join David Nour on this episode of the Service Council inService Podcast with Sonya Lacore. BTW, two quick points: We host each month's guest on a live stream video interview, so search #inServicePodcast for the latest updates.  We turn the show notes from these podcast interviews into more in-depth articles, so look for them on ServiceCouncil.com/Blog

She is the Director of the Critical Accounts Program (CAP), an exclusive escalation program that provides tactical management for strategic, high-level enterprise accounts in a critical state. Together with her team of experienced CAP managers, her goal is to ensure that all accounts entering the CAP program receive the highest level of account/escalation management throughout the venture, returning the account to a state of overall health and restoring the partnership to an HPE reference status. In 2016, the team won the President’s Quality Award (PQA), HPE’s top award for quality. In her previous role, she led the 3PAR Critical Case Management team, a global high-performance program, and the team responsible for managing all 3PAR outage events. In this role, she established key relationships across HPE in support of addressing and resolving customer issues, working closely with HPE account teams, and promoting profitable customer relationships. Prior to this, she held roles such as VP Customer Service and VP Professional Services in various technology companies, designing escalation programs targeting large enterprise-class customers, by optimizing cross-functional collaboration with key stakeholder groups to resolve complex and critical issues. She holds a master’s degree in business from Golden Gate University in California. Join David Nour on this episode of the Service Council inService Podcast with Gaven Fahl. BTW, two quick points: We host each month's guest on a TW Chat or a live stream, so search #inServicePodcast for the latest updates. We turn the show notes from these podcast interviews into more in-depth articles, so look for them on ServiceCouncil.com/Blog

He is a serial entrepreneur leading his fifth successful company in the industrial software sector, including the two most recent – ThingWorx, the leading Industrial IoT platform company (acquired by PTC), and Light-hammer, the pioneer in enterprise manufacturing intelligence software (acquired by SAP). He has been intimately involved in the last three software revolutions around humans and machines in manufacturing and service. Join me on this episode of the Service Council inService Podcast series with Russ Fadel, CEO, and Co-Founder of Augmentir.

She is the Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics. In this role, she's responsible for driving the strategic direction of Ortho's remote global technical support centers and oversees the daily operations for field escalation, remote support, and technology-enabled customer support and service. Before joining Ortho Clinical Diagnostics in 2015, she held varying roles within Technical Phone Support, Field Service, Technical Training, and Global Support Management. She began her career as a Medical Technologist working in multiple hospital clinical laboratories before moving to the medical device sector. She leads through service leadership, and prides herself on motivating her team to meet people "where they are," which means deeply understanding a person’s values, emotions and needs before engaging with them to foster strong connections, collaboration, and alignment. Join us on this episode of the Service Council inService Podcast with Linda Tucci. Learn more about the Service Council and listen to our other episodes at ServiceCouncil.com/podcasts.

A digital transformation and analytics specialist with over 20 years of client-facing experience, he has held management positions at both IBM Canada and Cognos, before joining ProntoForms in 2018.  Driven by a passion for building customer solutions which are based on innovation, design, and experience, he previously led the Professional Services team at ProntoForms, before assuming responsibility for Operations (systems, data & analytics, and business processes management).  He holds an Executive MBA from the University of Ottawa, and Bachelor's degrees from the University of Waterloo and McMaster University.  He continues to subscribe to life-long learning and endeavors to stay abreast of all topics in the realm of thought leadership, design thinking, and artificial intelligence. Join us on this episode of the Service Council inService Podcast with Aly Mawani.

He is currently the Service Director at BioTek Instruments, Inc., based in Vermont, and is responsible for the development and management of BioTek’s global service operations for all products and services. From installing customer equipment, training customers, field service, depot service, technical assistance call centers, contract sales/management, parts management, equipment documentation as well as dealer/distributor training.  Before joining BioTek in 2008, his background includes a vast array of industries including industrial machining, wood products, electronics, biotechnology, food products, defense industry, and others.  Join us on this episode of the Service Council inService Podcast Series with Sean Jordan. 

He is the Senior Vice President of Dell Technologies Deployment and Partner Services, leading a global organization of over 4,000 service professionals, serving Dell Technologies’ customers in more than 140 countries. From configuration services, installations and deployments, managed services, on-site support, and asset recycling and resale, his team is responsible for supporting the entire customer lifecycle, and a $1 billion P&L. Join us on this episode of the Service Council inService Podcast Series with Bob Feiner. I'm David Nour, host of the Service Council inService Podcast Series and this is episode 2 in our fourth season. Learn more at https://servicecouncil.com or email us your comment and suggestions for future episodes a podcasts@servicecouncil.com. #InServicePodcasts

For service leaders, warranty and service contracts processes have long been a source of hidden cost, customer frustration, and frontline burnout. As equipment and the associated service offerings become more complex and customer expectations rise, the old way of stacking business rules simply can’t keep up. That’s why the shift to AI-driven warranty intelligence isn’t just about upgrading technology and updating business rules, but about having a lever for growth, efficiency, and experience that reshapes the overall service strategy.Tune in as we're joined by Josh Russell, VP of Products for ⁠Circuitry.ai⁠ to explore how AI is reshaping the service experience for complex and critical equipment. Drawing on decades of experience in warranty systems and service enablement, Josh will unpack why legacy approaches fall short, how AI makes a measurable impact across the service ecosystem, and what this transformation means for the maturity of service organizations.Josh Russell is an accomplished product leader driving innovation in the SaaS landscape. As Vice President of Product at ⁠Circuitry.ai⁠, he brings over 20 years of engineering expertise and extensive domain experience in after sales and support to deliver transformative SaaS software solutions. With a proven track record at Syncron, leading the Product and Consulting Excellence department, Josh has delivered solutions for Fortune 500 clients, including Philips Medical Devices, Cummins Engines, AGCO, and Kohler Power. His ability to optimize service lifecycle management while fostering a culture of continuous improvement has established him as a forward-thinking executive in product strategy and service fulfillment management. Josh’s blend of technical knowledge, collaborative leadership, and customer-first vision continues to push boundaries and elevate industry standards.

For service leaders, achieving interpreted visibility and widespread trust in supply chain data is more critical than ever. And yet, Service Council research shows that less than 20% of executives rank supply chain metrics among their top 3 KPIs for controlling the overall health of the service business or to drive strategic decision-making, even though these metrics strongly influence revenue growth, profitability, and customer experience (CX). How can companies evolve from an efficiency-driven approach enabled largely by supply chain automation, to a more mature state that capitalizes on the data that is collected across the network to fuel the reliability and value from simulating complex scenarios, incorporates resilience as a strategic decision, and proactively identifies trends and performance improvement opportunities in the network which would otherwise go unnoticed? On the next episode of the inService Podcast Live, Priya Sharma, supply chain expert and Director of Global Product and Innovation for DHL, explores why connecting and digitizing supply chain performance is essential to anticipating the consequences of uncertainty, proactively assessing and optimizing networks, and quickly responding to complex challenges such as geopolitical shifts and evolving customer expectations.

In a business environment where customer expectations evolve faster than ever, organizations are being challenged to move beyond basic service delivery to create holistic, emotionally resonant experiences.Join us on Thursday, August 21st, as we welcome Antonia Hock, President & Founder of The AHA Group, to explore the powerful convergence of service, experience, and hospitality—and why understanding the distinction between these often-conflated concepts is critical for organizations aiming to deliver transformational value. We’ll offer cross-industry lessons that B2B companies can learn from the consumer and hospitality sectors, as well as a practical framework for organizations seeking to evolve from transactional service providers to relationship-centric experience leaders.Antonia Hock is a globally recognized customer experience designer, luxury innovator, and transformation leader who has driven over 200+ high-impact initiatives across industries. She is the former Global Head of The Ritz-Carlton Leadership Center and has held executive roles at Microsoft, HP, and Siemens, where she led major transformation efforts for Fortune 100 clients. Known for creating groundbreaking experience models and IP adopted by top global brands, Antonia blends deep cross-industry expertise with a passion for delivering unmatched customer journeys, sustainable strategies, and results that endure.

In today’s service landscape, predictive intelligence is no longer a futuristic vision — it’s a critical differentiator. Yet many organizations are held back by inconsistent data quality, unclear outcomes, and a widespread lack of trust in their own systems. This leads to a dilemma that many service leaders are grappling with: should they wait for perfect data, or should they start building momentum with the data they already have? How can they achieve and capitalize on “good enough data”?Tune in on Thursday, August 7th at 12pm EST, as we’re joined by Alice Bowen, Senior Portfolio Manager, Optra IoT – Connected Products at Lexmark. Drawing from real examples of customer success, Alice outlines how companies are overcoming knowledge base limitations, using AI to clean and connect service intelligence, and identifying new revenue streams through proactive data use. If you’re a service leader working to turn data into impact, this conversation offers actionable strategies to move forward with confidence, no matter where you’re starting.As a Senior Portfolio Manager at Lexmark, Alice is responsible for the development and go-to-market strategy of their innovative solutions for connected products that leverage AI and IoT technologies. With 20+ years of experience in strategy, sales and operations, Alice has a proven track record of delivering value to customers, partners, and stakeholders across the globe, and is passionate about finding new ways to solve customer challenges.

Every service interaction is made up of countless micro-moments: brief, high-impact tasks that either move the job forward or slow it down, ultimately coming together to form an experience. Whether it’s simplifying documentation, streamlining parts ordering, delivering relevant insights or surfacing revenue opportunities, these micro-moments are critical to frontline success. For service leaders, the question isn’t just how to adopt AI, but how to apply it meaningfully to positively impact technicians and drive efficiency and growth.Tune in as we’re joined by Edwin Pahk, SVP of Presales and Customer Success for Aquant. He’ll discuss how organizations are rethinking process clarity, frontline empowerment, and even commercial strategy by meeting techs where they are and reducing friction at every turn. Whether you're a service leader navigating AI strategy or a frontline advocate looking for smarter solutions, this conversation offers practical insights and strategies for transforming the frontline experience through AI.Edwin Pahk is the Senior Vice President of Presales & Customer Success at Aquant, bringing over a decade of expertise in sales and product marketing within the tech industry. With a distinguished background in leadership positions at Salesforce and ClickSoftware, Edwin specializes in deploying and scaling AI solutions across enterprise organizations, ensuring their successful adoption and impact.

For service leaders chasing efficiency, profitability, and better customer outcomes, there’s one lever that’s often overlooked: service parts. Despite its central role in uptime, technician productivity, and customer satisfaction, parts strategy is rarely treated as a strategic priority. But amongst top performers, that’s changing—and fast.Tune in as we’re joined by Cole Sutter, VP of Global Customer Success for Syncron. We’ll explore why service parts are becoming a critical pillar of modern service operations. Cole will share insights from the field on how companies are rethinking their approach to spare parts—not just as a logistics challenge, but as a driver of profitability, retention, and long-term customer value. Whether you’re focused on operational excellence, servitization, or workforce stability, this conversation will challenge how you think about your parts strategy—and what it could unlock.Cole Sutter is Vice President of Global Customer Success at Syncron, where he leads customer satisfaction, retention, and value realization across the company’s global portfolio. Syncron empowers OEMs to sell more parts, more profitably, through aftermarket intelligence that seamlessly connects planning, pricing, warranty, and service. His career spans consulting, product operations, and customer success leadership, including previous roles as Syncron’s Chief Operating Officer of Products and Chief of Staff.