UNSCRIPTED

As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leadership styles this year. 

Tabling thought-provoking ideas, the two discuss the many shifts that need to take place, the first being that of a shift away from a culture of complaining with field service organizations. The conversation underscores the role of service leaders in fostering a positive workplace, emphasizing the necessity of being a “translation engine”, learning to speak the language of other departments, ensuring that their insights and challenges are understood and addressed at the executive level. They further unpack the importance of values like empathy, curiosity, proactiveness and collaboration, which can elevate the impact of field service leaders in the industry. They also consider the impact of AI and automation on the field service industry, discussing how leaders can remain relevant by focusing on strategic thinking and emotional intelligence rather than getting bogged down in tactical firefighting.

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While host Sarah Nicastro doesn’t believe anyone can truly predict the future, in this episode of the Unscripted Podcast, she shares what she expects 2025 will bring based on interactions with the Future of Field Service community and featuring insights from the Stand Out Service Trends report.

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In the second half of this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. Sarah delves into conversations on neurodiversity, authenticity in leadership, mental health awareness, and more with Tristan Lavender, Roy Dockery, Tim Spencer, Marco Hugo Guiterrez, and Rob Stephenson.

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In this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. From the challenges of servitization and the power of diversity in field service to leveraging AR and AI for modernization, Sarah highlights key lessons and favorite quotes from thought leaders like Dr. Kawal Kapoor, Daniel Trabel, Stuart Thompson, Dot Mynahan, and Teresa Carneiro.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ryan Snellings, Founder and Coach at The Jobless Leader, who formerly held a variety of service and operations leadership roles at companies like Fresenius Kabi, Luminex Corporation, and Agena, to discuss three areas of focus for leaders who want to excel in service today.

Ryan brings over 25 years of experience in service and operations leadership within the medical device industry. Having held significant roles at companies such as Fresenius Kabi, Luminex Corporation, and Agena, he has cultivated a deep understanding of the intricacies of service leadership. Ryan's recent transition to coaching reflects his commitment to empowering others to lead without formal titles, emphasizing the importance of self-awareness, personal development, and empathy in leadership.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

In this episode of Unscripted, Sarah Nicastro, the creator of Future of Field Service and VP of Customer Engagement at IFS, reflects on the Stand Out Service Trends Report, sharing actionable insights from some of the most innovative leaders in the service industry. Drawing on her extensive expertise and years of observing the evolution of field service, Sarah explores best practices in hiring, employee engagement, change management, and technology prioritization.

Sarah's career began unexpectedly in the world of field service after earning her bachelor’s degree in psychology and an MBA, with plans to enter the nonprofit sector. Her fascination with the innovation and complexity of field service sparked a passion that has driven her work ever since. Based in Erie, PA, Sarah balances her professional life with time spent at Lake Erie hunting for beach glass, Peloton workouts, and indulging in her love of hip-hop and ice cream.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dot Mynahan, who currently serves as the Senior Director of Safety and Workforce for the National Elevator Industry and formerly spent more than 30 years with Otis Elevator, and John Carroll, CEO of the Service Council. This session was recorded live at IFS Unleashed after announcing the Future of Field Service Stand Out 50 Leadership Awards, for which Dot and John served as judges. Dot, John, and Sarah discuss why recognizing strong service leaders is so important.

Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee, maintenance supervisor, branch manager, general manager, regional field operations manager, senior regional field operations manager, and Director of Field Operations for Latin America. Dot's passion lies in coaching and guiding fellow employees, enabling them to excel at Otis. She co-founded and co-led FORWARD, an innovative global Employee Resource Group aimed at recruiting, retaining, and mentoring women within Otis field operations.

John is a seasoned CEO with vast experience in the research industry, who specializes in services, customer experience, sales, business development, and customer satisfaction. As an entrepreneurial leader in marketing and business development, John has a proven track record of driving revenue growth, expanding market share, and increasing business value. In 2009, John founded the Service Council with a vision to create a platform for sharing and refining innovative strategies among service-centric businesses.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Tristan Lavender, Neurodiversity Speaker, Founder and Chair of the Philips Neurodiversity Network (Employee Resource Group), Senior Content Strategist, Writer, and Editor at Philips Communications Center of Excellence, for an open and honest conversation about navigating work life with a neurodivergence and why/how companies could benefit from giving this area of diversity more thought and action.

As a neurodiversity advocate and educator, Tristan combines personal experience with over 15 years of expertise as a communicator in leading global companies like Philips, where he founded the Philips Neurodiversity Network, a global Employee Resource Group (ERG) with over 1000 members, committed to creating an environment where every mind can thrive. Tristan's mission is to build a world where every mind is empowered to succeed by educating individuals and organizations on the transformative potential of neurodiversity.

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In a session recorded live at IFS Unleashed, Steven Van Eyck, Center of Excellence Lead for Field Service at Proximus, joins Sarah Nicastro to discuss how to define “excellence” in the arena of field service today and what Proximus is focused on in creating it.

Steven is leading a Center of Excellence that caters to the Field Service Management activities for Proximus' Customer Operations Business Unit. The Center serves as the primary link between the operational field teams, the Proximus IT department, and IFS. Steven joined Proximus in 2003 as a Developer.

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In this episode of the Unscripted Podcast, host Sarah Nicastro Sarah shares what stood out to her from last week’s Field Service Europe event in Amsterdam. She discusses how industry leaders like Yasir Sheikh advocate for a shift from traditional service models to proactive, value-driven strategies, the role of change management in technology adoption, the interconnectedness of employee engagement, and how digitalization is reshaping customer interactions.

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider