In this 15-minute podcast, I'm joined by Emerson's Johan Classen to discuss how enabling technologies that the Industrial Internet of Things brings is changing the way services can be delivered to process manufacturers and producers across the lifecycle of their operations.
Transcript
Jim: Hi, everyone. And welcome to another Emerson Process Experts Podcast. Today, I'm joined by Johan Claassen, who is Vice President of Global Lifecycle Service Operations for Emerson's Process Systems and Solutions business. Johan has an electrical engineering degree from the University of Pretoria in South Africa and has been with Emerson for more than a decade. Prior to his work with Emerson, he was an engineering and maintenance manager with Sasol, in South Africa. Welcome, Johan.
Johan: Hey, Jim. Good to be with you this afternoon.
Jim: That's great. Let's start out by asking, what made you decide to pursue a career in services?
Johan: You know, it was actually the way that things just unfolded as, you know, when I started after my university degree, I started with Sasol, you know, in South Africa. And I guess all of my 23 years of my career I've been kind of in the services trades, I've just been on a different side of the fence. So with Sasol, you know, I grew up as an engineer. And, you know, I quickly went onto management and maintenance management and operations management. And, you know, so I got to see services from a customer perspective, you know. And then, through Emerson, I've got the opportunity, now, to see it from a different angle, you know. And, how do we supply services to our customer? And, you know, it's kind of been interesting. I always say that I'm still a customer at heart because of that 13 years. And then, Emerson, I'm now 10 years so, you know, it's getting close where I can't say that anymore. But I think it's great to have been on both sides of the coin and working with customers. You know, services, for me, is the place in the company where we deal with customers pretty directly through this. It's where, once they've installed your products and your technology, you know, this is where we come in and help them, you know, just servicing but also drive the value out of the investment that they made. And I think it's that aspect, for me, that really drives me to the service business and give me a passion and energy to get up every morning.
Jim: Well, I think that's really valuable, having that background and being in the shoes of the customer for having lived it so many years. So tell us about market trends and growth opportunities you see in Lifecycle Services?
Johan: Well, I think, Jim, if I look at some of your posts you've had in the last couple of months here, we know that the industrial Internet of Things is a big…will have a big influence on our business going forward. You know, digital transformation, mobile, all of those trends are things that, you know, not just affects our products but it also affects our services. And, you know, if we look at all of that coming together and, you know, as customers are embracing, you know, digital and IoT, I think it's going to fundamentally change the way that we do service through. So if you think about that, more and more assets will be connected as customers become more comfortable with, you know, connecting the asset into the cloud and sharing data up there. And, you know, fundamentally what will happen is that it will necessitate the need for our service people to go to site and make that less and less true. Because as you are more connected, there's no need anymore to, you know, to go and do monitoring on-site. You know, we will do that out of the comfort of our monitoring centers, our offices or wherever our field service people are stationed, so I think that's one trend.
The other side that I think has been going for quite a while is what we call the consumption/the consumption gap.