What does career growth in field service look like when priorities shift from constant travel to creating better work-life balance?

In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Fernando Ferreyra, Service Engineer for the Technical Solutions Center at QuidelOrtho, to discuss his transition from a high-travel Field Service Engineer role into remote technical support—and how that change transformed both his career and family life.

Fernando shares his journey from laboratory science into field service, what it was like supporting major healthcare accounts across the U.S. and Mexico, and how his experience as a former customer gave him a unique advantage in service. He also explains why flexibility, mentorship, and strong team culture are essential for retaining top talent in today’s service organizations.

The conversation explores the evolving reality of service careers, including balancing family responsibilities, creating sustainable career paths, leveraging AI responsibly, and maintaining the human connection that makes service exceptional.

In this episode, you’ll learn:

• How remote technical support roles can improve work-life balance in service careers
• Why flexibility is critical for retaining frontline talent
• The importance of empathy and communication in field service success
• How Fernando’s customer experience helped him become a stronger engineer
• Why AI should enhance—not replace—the human side of service
• The role mentorship and teamwork play in career growth
• How service leaders can better support frontline employees and families

Whether you’re a field service engineer, technical support professional, service leader, or someone exploring a career in service, this episode offers valuable insights into career development, employee retention, leadership, and the future of frontline work.