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The Field Engineer

The Field Engineer

A Careers and Business podcast

#27 in Careers · 🇳🇬
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About the show

The Field Engineer podcast is for all engineers who work in field based engineering and customer service and support. Our mission is to provide a home and community for everyone in field-based engineering, wherever you are, and whatever industry or sector you work in. We welcome Field Service Engineers, Field Process Engineers, Field Applications Engineers, Field Sales Engineers, Field technicians, Biomedical and Medical field service, and anyone who has an interest in supporting the Field Engineering community. A community where you can find support and solutions to your urgent questions.

Newest episodes

My ecstasy to be working in Healthcare Technology Management

21 min

Caroline Gregory Community Manager of The Field Engineer community meets community member Nicole Ruffin. Nicole worked in a variety of business fields before discovering the world of Biomedical Engineering and Healthcare Technology Management. Which in her words was an ecstatic moment for her to discover such a wonderful and fulfilling career. Transfer of skills into HTM Which skills do you feel you took with you from past roles? I'm thinking hard and soft skills? 'Absolutely. Definitely customer satisfaction, customer service, and customer care. That's a big one. I feel like you have to have as a biomed, but easily I was able to transition that having those soft skills from all of the roles you had mentioned that I'd had before. And also my attention to detail. I've also, I've always been one to be able to analyze things, break them down, and also see the big picture kind of all at the same time. And my ability to stay teachable, and I learn very quickly. I am a quick studier, and I find that that is a skill that's absolutely essential to working in HTM'.  

Mastering the Field Service Visit - Essential Communication Skills

43 min

Guy Eid and Caroline Gregory tackle an important topic today for field engineers which is about communication. As we know field engineers are people who go on site to service customers, and it is important for them to be ready before they go and to be presentable and show up professionally. In particular where the field engineers might be outside their normal territory. They might be replacing someone. They might be arriving in a country that they are visiting. How should they communicate to handle those situations appropriately. Caroline Gregory is the Community Manager of The Field Engineer community, where she is working with members from over 110 countries. Caroline has been teaching expats, and inpats, cultural business skills for over thirty years. She has worked with major businesses including Unilever, the UK MoD, BP, Total Energy, and Siemens, through her business Intercultural Success. Feel free to contact Caroline if your business has intercultural challenges. Guy Eid is a highly experienced Field Service Leader originally from Lebanon, who has been living in Canada for many years and has many years of working with many cultures.

Securing the Best Field Service Talent After the First Cut

42 min

You’ve wrapped up initial interviews and narrowed down your applicant pool—now what? In this episode, we dive into the critical next steps of the hiring process for field service engineers and leaders. Learn how to design an effective second round, spot the green flags that signal true operational excellence, and confidently make the final hiring decision. Tune in to discover the ultimate strategies for securing the best field service talent after the first cut. With Guy Eid, Bruce Breeden, and Charlie Apps. This is the third part of a series of round table discussions. So do watch the other videos in the series.

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All episodes

My ecstasy to be working in Healthcare Technology Management

21 min

Caroline Gregory Community Manager of The Field Engineer community meets community member Nicole Ruffin. Nicole worked in a variety of business fields before discovering the world of Biomedical Engineering and Healthcare Technology Management. Which in her words was an ecstatic moment for her to discover such a wonderful and fulfilling career. Transfer of skills into HTM Which skills do you feel you took with you from past roles? I'm thinking hard and soft skills? 'Absolutely. Definitely customer satisfaction, customer service, and customer care. That's a big one. I feel like you have to have as a biomed, but easily I was able to transition that having those soft skills from all of the roles you had mentioned that I'd had before. And also my attention to detail. I've also, I've always been one to be able to analyze things, break them down, and also see the big picture kind of all at the same time. And my ability to stay teachable, and I learn very quickly. I am a quick studier, and I find that that is a skill that's absolutely essential to working in HTM'.  

Mastering the Field Service Visit - Essential Communication Skills

43 min

Guy Eid and Caroline Gregory tackle an important topic today for field engineers which is about communication. As we know field engineers are people who go on site to service customers, and it is important for them to be ready before they go and to be presentable and show up professionally. In particular where the field engineers might be outside their normal territory. They might be replacing someone. They might be arriving in a country that they are visiting. How should they communicate to handle those situations appropriately. Caroline Gregory is the Community Manager of The Field Engineer community, where she is working with members from over 110 countries. Caroline has been teaching expats, and inpats, cultural business skills for over thirty years. She has worked with major businesses including Unilever, the UK MoD, BP, Total Energy, and Siemens, through her business Intercultural Success. Feel free to contact Caroline if your business has intercultural challenges. Guy Eid is a highly experienced Field Service Leader originally from Lebanon, who has been living in Canada for many years and has many years of working with many cultures.

Securing the Best Field Service Talent After the First Cut

42 min

You’ve wrapped up initial interviews and narrowed down your applicant pool—now what? In this episode, we dive into the critical next steps of the hiring process for field service engineers and leaders. Learn how to design an effective second round, spot the green flags that signal true operational excellence, and confidently make the final hiring decision. Tune in to discover the ultimate strategies for securing the best field service talent after the first cut. With Guy Eid, Bruce Breeden, and Charlie Apps. This is the third part of a series of round table discussions. So do watch the other videos in the series.

7 Field Service Leaders. 1 Topic - How to Get Interviewed

1 hr 7 min

Seven Field Service leaders, Guy Eid, Vikram Bhasker, Arnaud BILLARD, Paul Camidge, Maurizio De Poli, Jerome Varvaro, and Charlie Apps, discuss 'How to get interviewed'. The seven field service leaders share what they look for when they are shortlisting job applications. Watch their discussion to learn the traits, tactics, and methods you can use to get your name on the interview shortlist.

Putting People First in Field Service A Conversation with Arnaud Billard

46 min

Putting People First in Field Service A Conversation with Arnaud Billard is our first interview in French. Our French title is 'Placer l'humain au cœur du service sur le terrain, une conversation avec Arnaud Billard'. With over 17 years leading large-scale service organizations across Europe and EMEA, Arnaud Billard specializes in service transformation, customer experience (CX) and the design of operating models that turn service functions into genuine value creators.His career spans medical devices, diagnostics, pharmaceutical and broader life sciences with roots in the automotive sector where he built his foundation in operational excellence and lean methodologies. Rigorous process discipline in service of human outcomes not as an end in itself.Arnaud has led post-acquisition integrations, digitalization programmes, field service optimization and the evolution of multicultural service organizations across Europe, with P/L accountability and a focus on sustainable growth.One conviction has sharpened over time: how people feel, customer, patients, frontline teams, directly shapes business outcomes: patient experience, listening and psychological safety are performance levers. Attention, presence and trust within a team are among the most underestimated drivers of operational excellence and resilience. This is not peripheral to leadership, it is central to it.Arnaud explores these dimensions at the intersection of healthcare, wellbeing and leadership effectiveness across generations: professionals feeling overwhelmed, children with fragmented attention and elderly people losing connection.What he has built and led:- Service strategy & operating model design, Europe and EMEA- CX and patient experience transformation- Post-merger integration and change management- P/L management, growth and scaling service organizations- Human-centred leadership and psychological safetyHis leadership style is grounded in clarity, empathy and rigour. Sustainable excellence emerges when...

Resilient Networks - Redesigning Global Supply Chains for Field Service Excellence

26 min

Supply Chain Management is critical for field serviceengineers. Global politics, trade wars, real wars, and conflicts, allimpact the ability of service and installation operations to function successfully.  We recently interviewed Matthew GuyGallardo who is a Global Spare Parts Planner at CooperSurgical on The Field EngineerPodcast.   In 2024 Charlie Apps interviewed RosemaryCoates for The Field Engineer Podcast to discuss global supply chains, SCM, reshoring, and the aftermath of the Covid pandemic. Two years on global supply chains are being challenged even more than they were in 2024. So, The Field Engineer asked Rosemary Coates to meet with us again and share her insights on the current state of the Global Supply Chain for field services, installations, and after-market management. Caroline Gregory of The Field Engineer speaks to Rosemary Coates about Global Supply Chains and Field Service Excellence. Rosemary Coates has an MBA and started her career in logistics for HP. She then built an extensive career in global supply chain. Rosemary is an author and has written books about manufacturing, including 42 rules for superior field service. She is an experienced speaker and serves as an expert witness globally. Rosemary was named as one of the hundred most influential women in Silicon Valley in 2024. Reshoring Institute. In 2014 we started the Reshoring Institute which is a research institute but we also help companies think through their global manufacturing strategy and help them determine if they can can re-establish any kind of manufacturing in the US or to rethink their global strategy. And that's really important these days because of the geopolitics. So you have to I mean companies have to be nimble and able to sort of turn on a dime when there's some geopolitical situation that forces them to make different sourcing decisions and you know different operational decisions. The importance of field service I always start with the context that field service d...

Screening Field Engineers - Questions That Actually Work (Part 2)

27 min

How to Hire the Best Field Engineers - Interview Tips for managers, was the first part of a series of roundtable discussions with advice for field service managers on how to hire and interview successfully. Featuring veteran field service leaders Guy Eid, Arnaud BILLARD, Bruce Breeden, and Kevin Mace. Today we released the second part of the roundtable discussing, 'Questions That Actually Work', with the same veteran field service leaders Guy Eid, Arnaud Billard, Bruce Breeden, and Kevin Mace. The panel discuss the questions that should be asked from both the hiring manager's point of view and the candidate's point of view. 'The kind of questions you are being asked will tell you what is important to the company.' 'Is there any ambiguous area where you would like me to tell you more?' As an interviewer how would you answer the question 'Why should I work here?' Whether you are an interviewer or candidate, 'Did they make you feel they can deliver what you are looking for?' If you want to connect with our panel in The Field Engineer community, you can join the community here, You can also follow The Field Engineer LinkedIn page

Stop Guessing What Your Field Service Customers Value

35 min

The Field Engineer meets Lisa Hellqvist the Managing Director of Copperberg and a member of The Field Engineer community. Copperberg create business platforms bringing together the manufacturing community in order to grow and build relationships globally. Lisa discusses the future of field service engineering with Caroline Gregory of The Field Engineer. Women in Field Service Engineering We're constantly hearing from field service leaders that they would like more women in their team. I know that you think that making the workplace more attractive could be part of the solution as it would attract more people overall to field service engineering. So, how can companies do this? What's your advice Lisa? That is of course the million-dollar question and if I have the true answer, I will bottle it and sell it very expensively. But on the other hand, it is to me and you're saying something there that I really believe is true is that we say and I actually like that you asked if we want more women sometimes they even bump into the expression need which I think is who needs more women and why that's even another part of the discussion. But when we say want it's a terminology thing as well where I think okay but what can we do to make them want to choose us right or you know we have to ask ourselves that question but the question essentially is a broader question because if we don't have women applying for the job but we also see we have too few candidates overall applying for the job as a field service technician or an engineer. It either starts with the educational system not actually you know having enough people graduating with the right type of titles or we are not attractive enough as employers and then we have to ask ourselves okay what are we communicating when we're going into these recruitment processes'. Copperberg recently published a white paper on the topic, 'Service at the core'.https://www.copperberg.com/white-paper-service-at-the-core/

HSE & Compliance for Field Engineers Rich Meredith

34 min

Guy Eid of The Field Engineer talks with Rich Meredith. Rich has been a member of the Field Engineer Community since May 2025.He is an HSE or SHE as some people might know it. This is Health, Safety, and Environment. And this is a critical area of our industry as we all know. Rich has a long history in quality management, in health and safety, and in mental health also. He is a writer. His genre is fiction books and his most recent book is titled Valhalla.Quality and Health and SafetyThere's a lot of parallels between quality and health and safety. They're similar management systems, you know, and you know, safe systems of work and procedures are very very similar. The Value of People“If you want an organization to be really, really successful, you know, everyone's important and you need to make them feel important.”HSE and SHE for Field Service EngineersFrom your perspective, how do you see the link between health, safety and environment and field service? And what has been your experience? I think one of the hard things a lot of what I've noticed a lot of health and safety managers don't really want to necessarily go to - or SHE managers - don't really want to go near field service. I think the reason for that is you know, sort of a lot of health and safety or SHE managers maybe work at a facility. They have full control over the environment, the building, the equipment, everything whereas in field service it's very different. It's the customer's building and the customer's equipment. I mean, even if you're working on, you know, the equipment which your company has sold, it's still the customer's equipment and you know, where they've put it. They might have put your equipment right up against the wall when actually you need access behind the system and stuff like that. So, the egress isn't there and it makes it really difficult. So, actually the only thing you've really got control of, well, not control of, but the ability to influence is the behaviour of the fiel...

The FSE Who Travels the World & Refuses to Get Bored (ft. Tamsin Jordan)

28 min

Tamsin Jordan a Bioscience Field Service Engineer discusses her life, thoughts and career with Caroline Gregory of The Field Engineer. Tamsin is also a salsa dancer and teacher.Why would you recommend field engineering to others? People who are wondering what to do with their life and so on. And with that, who is it ideal for, which may be a lot of people, I don't know. And who may it not be a fit for? Again, your opinion.Yeah. In my opinion. So, I would start definitely with the travel since that is an overarching theme of the job. So if I would recommend it to people who love their daily work life to be different every day. Someone who's very flexible is excited with change because it's quite dynamic, right? Maybe you have, you know, your week already kind of planned, but then there's like a breakdown. So you have to change everything about. So people who like thrive off that dynamic way of life, which is me. I hate monotony. I can't stand it. And people who obviously some FSE jobs they'll have office time but the ones that I really enjoyed were completely field based. So if you're comfortable enough to be by yourself to be directing your workload to take responsibility yeah if you thrive off that and you like to see new places all the time and also that you like to work with your hands that you love like the technical aspect of the work and you're okay to work by yourself for hours on end then yeah. So yeah people who that would match their personality absolutely and but in saying that as well like it's not like it wouldn't be for someone who maybe likes routine habits and who enjoys daily going to see like the same people like their colleagues.Different culturesYou have travelled a lot and you seem to really enjoy not just the travel aspect, but the learning about the other cultures that you meet and work with or socialize with. Why is this so important to you and how does it make you a better field service engineer? So it's important to me like diversity for me...

Supply chain & inventory specialist Matthew Guy Gallardo

21 min

Matthew Guy Gallardo, Global Spare Parts Planner at CooperSurgical discusses his career, importance of field service and his music with Caroline Gregory of The Field Engineer.How do you overlap with field service?So at the core you could say my job is to make sure that when a field engineer anywhere in the world needs a component to service a medical device that part has to be available and for it to be available it has to be correctly forecasted and hopefully sitting in the right regional warehouse.Concretely, I would say that leads into inventory, you know, optimization, you know, safety stock modelling, all of these specific supply chain aspects. And then hopefully with that, you're able to reduce stockouts and all of this work involves connecting different data systems, right, that we have in the company, CRM, ERP, Power BI, you know, this ecosystem which can actually tell us the sort of consumption we have.Data and AIBut data accuracy is something which is constantly we're constantly working on it especially now moving into the whole how can we you know integrate AI into anything or everything. I think it's so important that we first of all see what we can use beforehand in terms of tools or whether we can use just the most basic mathematical formulas to you know make decisions before going into AI. I think AI requires some clear cut data. Data which has no garbage or no rubbish on it, right?The customer and satisfactionI think the most satisfying part of the role and I think this is across the board from you know the planning side the operational the schedulers the field service engineers is seeing that we've been able to deliver for the customer and I know that sounds very corporate but that's the reality especially in our industry and in many industries right. Being able to see that a shortage we thought we were going to have on site all of a sudden we were able to meet. Seeing that a customer still trusts us from one year to the end to carry out a service o...

Achi Kushnir and his Global career in Field Service

32 min

Achi Kushnir is a biomedical engineer with over 20 years of experience spanning healthcare technology, medical devices and global health. He has worked internationally training healthcare professionals and implementing innovative medical technologies before dedicating much of his career to humanitarian initiatives across Africa and aboard the global Mercy hospital ship. Today as a keynote speaker, social entrepreneur and co-founder of a digital mental health start up, his work brings together engineering, healthcare innovation, entrepreneurship and humanitarian impact.Achi’s focus“I've always been drawn into the medical field. So being able to understand behind the scenes you know apart from the doctor that is holding the device or he is actually making the operation there are a lot of people behind the scene that is making sure that this is going to be safe that they have designed and implemented a technology that can help help him. And to be on the clinical side was very fascinating for me and later on I've realized that you know to be able to leave an impact and change lives you not necessarily need to be the actual doctor that is doing the operation. You can actually contribute a lot by also being the engineer behind the scenes that the person that can connect between the dots the needs and the solutions.”

Skills for field service team communication + serving clients when mistakes happen, do AI bots help?

53 min

Thanks to Guy Eid, Jerome Varvaro, and Paul Camidge for a great discussion around some interesting topics, 'Skills for field service team communication + serving clients when mistakes happen, do AI bots help?' Here are a few quotes from the Podcast roundtable published today. ''The field engineer is often the only person the customerever sees one to one, face to face as it were. And so, I think we really as an industry need to be pushing companies to say, 'Hey, you need to develop our teams to be able to do this better.' "   "You know, if somebody makes a mistake, you have toacknowledge that we all make them, right? And coach the person through it... Knowledgeis power, right, to teach the employee. If I have one of my managers that's made a mistake with one of his employees and I have to speak with him, it's to make them understand what it was they did and what the impact was so they canlearn from it, right? You know, so but simply just chastising somebody or levelling a threat it does nothing."   "I think we've all agreed that replace people at yourperil whether it's a field service engineer, a customer support engineer, a customer services agent, whatever you are looking at the people are theorganization. And without them you will have a challenge." We hope you enjoy the full discussion. If you enjoy our content please subscribe to our Podcast.

Daniel Galiant and his great passion for medical imaging equipment field service

31 min

The Field Engineer⁠ Podcast just published a discussion between a young Biomed from Seattle ⁠Daniel Galiant⁠ who has 5 years' experience, and 40-year veteran ⁠Guy Eid⁠. Guy - 'You see, when I started my career, instruments or medical devices were not connected as they are today. And we used to repair circuit boards at the component level, replacing capacitors and ICs and all that good stuff. Now it's two, three layers on the same board. You cannot possibly contemplate replacing a component, replace the whole board. The instruments are connected. Most if not all medical devices are now intelligent and they have a CPU, they have a computer, you can do remote diagnostics into them and this is where it can be very helpful, right?' Communication is key, right? Whether it is between the user and the Biomed or between the Biomed and the Field Service Technician that communication is key that the details in the communication, the tone of the communication, how you build trust, how you really learn about what's going on and the trust that you have with the Biomed. If you are a Field Service Technician this is where it makes the Biomed more at ease to speak with you in a friendly way, give you the details that you might be looking for to help the Biomed and get the instrument going again and the patient on the instrument'. Daniel has serviced and maintained a range of equipment from infusion pumps to imaging equipment. Daniel explains how he started as a Biomed. " I still wasn't sure what I wanted to do until I had a buddy that recommended me the biomedical clinical engineering program at ⁠Bates Technical College⁠ and I didn't know what it was. This is going back, you know, going back to 2020. It was a small field. It was niche. (Bates Technical College is in Tacoma WA). Daniel discusses one of his early jobs, how he and a colleague serviced 600 syringe pumps in a few months. "We just systematically broke down our day-to-day into goals, how much numbers we need to hit. The...

Role of the Field Service Manager how much hands-on?

44 min

What is the role of a Field Service Manager? Should they still be hands on performing service calls? Bruce Breeden, Guy Eid, and Paul Camidge discuss this thorny topic. (Thanks to Jerome Varvaro who was set to take part, until a last moment schedule change). 'Companies are looking to reduce their costs and if they can get a supervisor to do the job of a manager, then that looks like a brilliant way of reducing your overhead costs. It's very short-sighted. I think it's typically done by managers who have limited or no experience of field-based management and the challenges that that creates. Managing 10 people in an office is far more straightforward than managing five people in the field'. Paul Camidge 'Another thing we haven't touched on is smaller companies. Obviously, you know, people do multiple jobs and it's the biggest segment of the service market really. And so you see it that way. And again, I keep touching on remote areas. You know, so I think there's a necessary reality that would support doing that. And I know in one organization I was with recently, you know, again, our remote territories, we had the technicians and engineers doing a lot of sales responsibilities. I know we're going to touch on that a little later. But you know, from a quoting standpoint, from a project management standpoint, again, I think from a hybrid stretch, as long as it's designed and the company supports it, I think there's a role for it. Or it’s even a different title, right? Bruce Breeden 'Most of us if not all of us come from the background of field engineering and it's easy for us to roll up our sleeves and work with our teams and help when necessary. And somehow it can be expected but it doesn't mean that we are doing that daily. And if we look at it from the customer's perspective also, customers are expecting a manager who is able to make decisions and support his team for a better outcome for the customer and not on the equipment level only on the whole solution th...

Championing and recognising field service engineers

32 min

In our latest Podcast release The Field Engineer'sCommunity Manager CarolineGregory meets Sarah Nicastro,Founder & Editor in Chief of Future of FieldService, host of The UNSCRIPTED Podcastby Future of Field Service, Managing Director of Future of Assets,and principal Evangelist for IFS. Sarah is a member of The Field Engineer community,   Some of you will also know Sarah from the annual Stand Out50 people in Field Service awards.   Sarah is based in the USA in Erie, on Lake EriePennsylvania. Sarah has a degree in psychology, an MBA, and a rich careerin publishing, editing, and field service. Sarah lives with her husband, Eric,and their two sons, Evan, who is newly 11, and Ellis, who is 9 soon to be 10.   Sarah discusses the balancing act between career andmotherhood, and much more in this fascinating interview.

Gordon Foot Offshore Maritime Operations Professional, Humble Leader, Maritime Charities volunteer

29 min

The Field Engineer Podcast Podcast meets Gordon Foot,Offshore Maritime Operations Professional, Humble Leader, and MaritimeCharities volunteer who has four decades of experience in the Maritime world. Gordon joined the Royal Navyat the age of 17, pursuing his career in submarines.   Gordon is driven by living life with purpose, knowing whoyou are, and being part of a team. Thanks to Charlie Appsfor interviewing Gordon.   Some quotes from the interview,   “And I think what drives me as a person, which wouldobviously drive a lot of other people, is living life with purpose.”   “But I always come round to a special way of thinking it andit is by knowing who you are yourself to start with, looking in the mirror inthe morning, understanding who you are and saying - I'm going to be a betterversion of myself by the end of the day or I'm going to achieve this.”   “I think one of the great things is you know when you are inthe engineering field or the tech field like that is you only really knowyou're a professional when you can actually relay that technical information ina simpler form for everyone in the room to understand.”   “If you don't know, say so. If you're not sure, ask aquestion. And of course, the younger generation are used to just googlinganything. So there also comes with that now critical thinking. So what poursout of your phone is not necessarily true. Don't absorb it all. So being humbleto ask that question but then having the intelligence to use criticalthinking.”   Since leaving the Royal Navy Gordon has experience in Offshore Client Representative Renewables-Cables-O&G-Environmental Chartered Marine Technologist - Chartered Manager Construction/ Geoscience/ ROV-Dive/ Pipe/ Cable/ UXOSTCW-O&G-GWO certs   Able to communicate, lead, influence and advise teams todeliver client objectives within a safe, team orientated, inclusive atmosphere.An innovative professional who has consistently managed critical infrastructureprojects to a very high standard by ma...

Why are Field Service Engineers feeling undervalued and How can employers make things better

41 min

Field Service Engineering is a critical and important industry. However, it is often overlooked. How can Field Service Engineering and its worth be more recognised within an organisation?How do Field Service Engineers want to be recognised for what they do and the value they bring to the organisation? How does Field Service Engineering need to interface with other areas like Sales, Marketing, Finance and the C-suite?How much responsibility do current Field Service Leaders have for promoting the industry and encouraging their colleagues?Maurizio De Poli, Paul Camidge, and Vikram Bhasker give their answers and thoughts in a discussion with Charlie Apps.

Developing relationships with customers

40 min

'Field Service Engineers are the eyes, the ears, and brains of the organization'. People in the field see the customers' challenges, and experience how the problems are impacting them. Service Engineers give sales people insights into the customers experience and level of satisfaction with the company's products. In the latest Podcast from The Field Engineer YouTube Channel Paul Camidge, Vikram Bhasker, and Charlie Apps offer insights into how companies can develop top quality relationships with customers by empowering Field Service Engineers to delight their customers.If your company has Field Service Engineers don't forget to thank them for the work they do. Your company's sales, and customer relationships are heavily dependent on them. During the discussion Paul Camidge introduces the following quote. “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” For the full history of this quote see https://quoteinvestigator.com/2012/08/02/gandhi-customer/

Service Revenue, Contracts, and Service Level Agreements

52 min

Service Revenue, Contracts, and Service Level Agreements is the topic for our latest roundtable discussion on The Field Engineer Podcast.    Thanks to Maurizio De Poli for suggesting the topic, Bruce Breeden, Charlie Apps, Jerome Varvaro, Vikram Bhasker and Guy Eid for the great discussion, with a special thank you to Guy for moderating the discussion.  Guy Eid is Customer Support Manager for Systemex Automation in CanadaCharlie Apps is a MedTech Consultant and former Global Technical Support Manager for CMR SurgicalMaurizio De Poli is Partner Account Manager – Italy (Distributor Channel) / Service Operations Manager EMEA for Prática Europe.Bruce Breeden is Chief Service Officer for Michelli Weighing & MeasurementJerome Varvaro is Head of BPS Service, Americas for SartoriusVikram Bhasker is Principal at Jarvis Bay Thanks to Bruce Breeden for mentioning his company's GRIP programme,   which stands for Greet, Relate, Inform, Promote.   Promote what you did, promote what you prevented, promote the fact you might know something the customer might value, promote your company and the services it offers.    Jerome Varvaro mentioned his company's SPIFF program (Sales Performance Incentive Fund), which is not selling, but encourages their service personnel to feed leads and interest from customers back to the company so their sales department can follow up.     Should Service Engineers be involved in the selling of service contracts? Or will they lose the trust of the customer?    If you are involved in selling service contracts, we'd love to hear your feedback on this discussion.   https://thefieldengineer.com/

Carmen Le and Kris Kelly from Advanced Test Equipment Corp. (ATEC), discuss their Enterprise Page

16 min

Carmen Le and Kris Kelly from Advanced Test Equipment Corp ATEC, discuss their Enterprise Page on The Field Engineer community website. https://thefieldengineer.com/groups/atec-rental-test-equipment/In ATEC's own words,"Advanced Test Equipment Corp. (ATEC) rents test equipment for compliance certification across a variety of industries. Every day we help businesses around the world test the products that consumers buy and use.We are primarily a rental company with select sales opportunities and a full in-house calibration service that is accredited to ISO 17025 by A2LA. Over our 40-year history, ATEC has rented and sold equipment to customers such as Caterpillar, L3Harris, Lockheed Martin, Boeing, and more. We have also assisted with automotive development for Tesla, Rivian, and LucidCompany HistoryFounded in 1981 by Jim and Jill Berg, Advanced Test Equipment Corp. (ATEC) has grown from a modest garage startup to a prominent leader in the test equipment rental industry. After overcoming a major setback due to a fire in 1986, ATEC expanded its facilities and partnerships, achieving significant growth by 1994 which culminated in us moving to our current headquarters in Sorrento Valley, San Diego.The company diversified in 2018 with its Advanced Amplifiers brand and in 2019, partnered with Narda STS as their exclusive North America distributor. Under Jamison Berg's leadership since 2020, ATEC has continued evolving. We are now partnered with leading manufacturers across many industries such as EMC, RF, and electrical. View our full list of rental partners. https://www.atecorp.com/rental-partnersAdvantages of Test Equipment RentalsHere are a few reasons you should consider:Provides cost-effective solutions for short-term projects or overloadProtects against capital investments and product obsolescenceSaves time and money with immediate deliveryProvides the ability to evaluate equipment before purchasingAvoids wasting time and money on maintenance costsProvides a “plan-B...

Meet Mercy Ships' Biomedical Services Manager Simon Bor

21 min

The Field Engineer meets Mercy Ships' Biomedical Services Manager Simon Bor.'As a healthcare professional, I am passionate about improving patient safety and optimizing processes and systems to make care more efficient and cost-effective. I believe that good ideas are only valuable when they are actually put into practice; therefore, I am dedicated to implementing changes in healthcare.With a degree in Healthcare Technology from the Rotterdam University of Applied Sciences and my experience as a Medical Technician and Medical Technology Advisor (including Quality Assurance & Regulatory Affairs) at Erasmus MC, I possess broad knowledge of ensuring the safety of healthcare and medical technology.In 2022, I worked for four months as an (act.) Senior Biomedical Technician for Mercy Ships on the Global Mercy. I also started working for Mercy Ships as a Biomedical Technician II (Medical Technician) in Rotterdam. I have since recently taken on a new role: Biomedical Services Manager. In addition to my expertise in medical technology, I possess skills focused on computer use, ranging from design and technical calculations to word processing and web development: 3D-CAD, (Libre)Office, MATLAB, Mathcad, Ultimo, HTML, PHP, (My)SQL, Windows, and Linux (such as Ubuntu). I personally prefer Open Source solutions.My keywords are Medical technology, quality assurance, asset management, and processes.It is my passion to help others and contribute to safer and better healthcare worldwide by implementing good ideas, where I believe my knowledge and experience are invaluable'.Mercy Ships is a faith-based international development organisation that deploys hospital ships to some of the poorest countries in the world, delivering vital, free healthcare to people in desperate need.Conditions requiring surgical treatment kill more people in low-income countries than HIV/Aids, TB and malaria combined. Globally, five billion people have no access to safe, affordable surgery when they need it.I...

Vikram Bhasker discusses his work in Systems, Performance, and Outcomes in Service organizations

29 min

The Field Engineer Podcast today released an interview with Vikram Bhasker hosted by Guy Eid.  Vikram Bhasker discusses his career journey, and his evolution into Service Architecture for Complex Systems. Helping Service organizations to Align their Operations, Risk, Performance, and Outcomes.  In Vikram's own words,  'I work on how systems actually deliver outcomes.  Not how they’re intended to. Not how they’re described.  But how they perform under real conditions.  Most organizations focus on execution.   Fewer design the architecture that determines whether execution leads to consistent results.   That gap is where systems break down.  My background is in service and support operations within MedTech, environments where performance, compliance, and commercial outcomes are tightly coupled. What I’ve learned is that the same structural problem exists across many domains.  The system is built, but the architecture that connects operations, data, ownership, and risk is fragmented. This can show up as performance variability, hidden risk, delayed escalation, misaligned incentives, margin, revenue and outcome leakage.  Today, my focus is Service Architecture for complex, outcome-critical systems.  That includes how systems are designed across:  • operations and service delivery  • customer experience and access  • compliance, risk, and quality  • commercial performance and growth  • infrastructure and economic viability  • broader system interactions across regions and environments  I’m particularly interested in where these domains intersect because that’s where most systems fail.    Healthcare systems. Industrial operations. Infrastructure networks. Regional and economic systems.  Different domains. Same underlying pattern.  Fragmentation at the architectural level leads to instability at the outcome level.  My work focuses on making that visible and designing systems that can operate predictably, not just function.  Because in complex systems Architecture determine...

Discussing how The Field Engineer Community is building personal and professional bridges globally

23 min

The Field Engineer community Founder, Tim Robertson, Community Manager, Caroline Gregory, advisers Charlie Apps and Guy Eid, discuss the work and impact of The Field Engineer Community, across the world. Discussing how The Field Engineer Community is building personal and professional bridges globally We are happy to share a discussion between our volunteers Charlie Apps, Guy Eid, our Community Manager Caroline Gregory, and Community Founder Tim Robertson. Have a watch and hear our discussion about how far The Field Engineer community has come, and some plans for the future. We give many thanks to all of the people who have contributed to the success of The Field Engineer Community. To our members in well over 100 countries, and to our supporters who share the story of a global community supporting the careers and success of engineers and technicians who work in the field wherever they are in the world and whatever nationality/nationalities they have. 

Hector Cheda Field Service Engineer from Galicia living in the UK

18 min

Industrial Mechanical Engineer Hector Cheda discusses his career, his move to the UK from Spain, and his plans for the future. After completing two internships at Cofersa Seguridad, and NOEGA Systems in Spain, Hector completed a HND in electronics, a bachelors degree in Mechanical Engineering from Universidade da Coruña, and a Masters Degree in Industrial Engineering from Universidad de Oviedo. He moved to the UK in the pandemic period where he has worked as a Field Engineer and Field Service Engineer for Zetes UK in logistics and supply chain, and then for Thermo Fisher Scientific. He is now looking for a company that aligns with his values and skills. Some quick tips from Hector. 1. Need to be aware of the equipment and understand it before going out to service it. 2. Write down your mistakes, so you can learn from them. 3. Grow your Emotional Intelligence 4. Network 5. Keep Balancing work and home life. 6. Manage your own energy 7. Stay fit - Hector likes running.

Richard Baker MIET discusses his career in healthcare technology and Radiotherapy LINACs

23 min

Richard Baker discusses the work of a Radiotherapy Equipment Service Engineer with Charlie Apps. Richard explains how Radiotherapy equipment works, and why working in Radiotherapy field service and installation is a great career. Here are some useful Radiotherapy related links.Radiotherapy Service Engineers’ Association (RSEA) - https://linaceng.org/Northern European Association for Accelerator Engineers - https://www.naae.se/American Association of Physicists in Medicine - https://aapm.org/ https://thefieldengineer.com/blog/learning-and-development/recruiting-and-hiring-skills/richard-baker-discusses-the-benefits-of-recruiting-radiotherapy-equipment-technicians-using-apprenticeships/

Frank Pemberton a career in Field Service and Leadership

32 min

Who is Frank Pemberton? One story encapsulates his professionalism.'Once, years ago, in El Paso Texas, I was working on an old Linear Accelerator for Elekta. I was at Del Sol Medical Center. It had taken me most of the morning to get it working again, and then I wandered out to the lobby to get a cup of coffee. In the lobby, I saw many patients patiently waiting for their treatments.I asked the nurse on station:“Why didn’t you send these patients home? You knew the machine was broken right?”She simply replied:“Yes Frank, but we knew you would fix it.”I was stunned by her response, and then a great amount of pride swept over me. My confidence and outlook were immediately energised and I felt uplifted. My work does make a difference, and I am helping people, patients, one by one. It was an enlightening moment and one that I never forgot'.Frank has over 30 years in medical equipment field service and management and over 25 years in semiconductor field service and technical support. He has worked directly on imaging systems, flow cytometry, radiation oncology and gamma knives. He has functioned in field service and field service management. He has over 35 years in customer facing roles and his customer service skills are top notch. Specialties: Previous Regional Service manager, where he managed a team of dedicated field service engineers within a confined budget and cost centre. He learned good interviewing techniques, contract negotiation, and personnel management. He managed several large customer accounts across a 5 state area and the field service engineers within his region.'Over 30 years in field service engineering. I know what it takes to achieve complete customer satisfaction. I value the customer relationship and realize that trust is everything in this daily interaction'. Frank's last role was as Field Service Engineer for Becton Dickinson Biosciences supporting cell analysers and cell sorters. He recently joined his current employer still working in medical...

How to respond when a teammate is not immediately replaced

3 min

When a team leave a Field Service team, a huge gap can be left , where colleagues have to take up the slack left by the departing team member.hat should you do if the departing teammate is not immediately replaced?Charlie Apps, interviewed here,    • Field Service Leader Guy Eid interviews Me...   . shares his expertise on this subject.

5 Attributes you need to be a good Field Service Engineer in 2026

28 min

Paul Camidge Service Leader with over 40 years experience as a Service Engineer. The last twenty in a variety of Medical Devices and Diagnostics companies, is joined by Arnauld Billard, who is a Service leader with 16 years of experience in Service Leadership with companies like Baxter international, and as Director of Service with BD (Beckton Dickinson), and Senior Director of Service at Cepheid.He has mainly worked in Medical devices and diagnostic equipment, and he is located in France.With their experience they Paul and Arnaud discuss the 5 Attributes you need to be a good Field Service Engineer in 2026.1. Define what is a Good Engineer?2. What is a Field Engineer in this specific organization? What do they need to do?3. Communication skills4. Commercial Awareness5. Resilience

Hiring Field Service Managers and Engineers Now

48 min

Our First Podcast release of 2026 features 6 Field Service Leaders discussing the current state of hiring. Recorded just before Christmas, it features The Field Engineer Community Members Kevin Mace of Varian, Charlie Apps, Guy Eid, Paul Camidge, Maurizio De Poli, and Jerome Varvaro

Matt Neil Radiotherapy Service Engineer

15 min

Med Tech Consultant Charlie Apps meets Matt Neil a Radiotherapy Service Engineer from the USA. Matt is on the board of the Radiotherapy Service Engineers Association (RSEA) and is keen for people to learn about this type of field service career.Matt works for BJC Healthcare in Springfield Missouri.Matt has previously worked for Varian Medical Systems as a Field Services Engineer.He is a US Navy submarine Fire Control Technician veteran.

2025 Podcast Review Interviews from 5 continents

20 min

Guy Eid and Charlie Apps discuss the many interviews and discussions that The Field Engineer podcast has shared this year. Their highlights and plans for the new year. In 2025 The Field Engineer interviewed 17 individuals, Bruce Breeden, Marc Wabo, Rosemary Coates, Slava Gorovoy, Chris Tidy, Tim Robertson, Caroline Gregory, Tino Jongwe, Jason Jackman, Poonam Gupta, Kim Araman, Joe Deater, Varun Sharma, Paul Camidge, Danielle McGeary, Arturo González, and Sakher Fadaleh. We also held numerous roundtable discussions that featured panellists, Maurizio De Poli, Jerome Varvaro, Bruce Breeden, Kevin Mace, Paul Camidge, Charlie Apps and Guy Eid.

Sakher Fadaleh on 25 years of supporting medical devices in Jordan

23 min

The Field Engineer has released it's first interview in Arabic. Guy Eid meets Sakher Fadaleh and discusses Sakher's 25 years of supporting medical devices in Jordan. Sakher Fadaleh has many years of experience in installing and qualifying medical instruments and machines. He has worked under challenging or extreme conditions or when there was limited infrastructure. Previously, Sakher was a Technical Support and Validation Specialist for analytical research and medical instruments for Thermo Fisher Scientific. He managed a service team covering Africa and Asia. The service team installed Liquid, Gas and Ion Chromatography, Mass spectroscopy, Molecular, and Elemental Instruments. نشرت مجلة "مهندس الميدان" أول مقابلة لها باللغة العربية.يلتقي غاي عيد بصخر فضلة ويتحدث معه عن مسيرة صخر المهنية الممتدة على مدار 25 عامًا في دعم الأجهزة الطبية في الأردن.يتمتع صخر فضلة بخبرة طويلة في تركيب وتأهيل الأجهزة والمعدات الطبية. وقد عمل في ظروف صعبة أو قاسية، أو في ظل بنية تحتية محدودة.عمل صخر سابقًا كأخصائي دعم فني وتحقق من صحة الأجهزة التحليلية والطبية في شركة "ثيرمو فيشر ساينتيفيك". أدار فريق خدمة يغطي أفريقيا وآسيا، حيث قام الفريق بتركيب أجهزة كروماتوغرافيا السوائل والغازات والأيونات، وأجهزة مطياف الكتلة، وأجهزة التحليل الجزيئي والعنصري.

Working in Canada Top Tips

30 min

Are you working in Canada now? Or are you about to move to Canada to work? If so, what do you need to know about the Canadian culture in and out of work?In this podcast Guy Eid, MedTech professional and Caroline Gregory, Intercultural Trainer, discuss cultural topics. Guy moved to Canada in the Nineties and so draws on his own experience and on his experience helping others. Caroline has decades of experience training and coaching people who are moving countries or working globally.

Arturo González Ballast Water Treatment Service Engineer at Alfa Laval Ibérica

21 min

Arturo González Ballast Water Treatment Service Engineer at Alfa Laval Ibérica.Responsible for executing commissioning, troubleshooting, maintenance, repairs, upgrades and overhaul for Alfa Laval’s Pureballast system on different types of vessel in Europe (Europe & UK) and Africa ( North Africa). Provide training/support to other service engineers and project coordinators at Alfa Laval Iberia. Arturo is originally from Panama and moved to Spain in 2022.

Meet Danielle McGeary VP HTM at AAMI

27 min

The Field Engineer's Community Manager Caroline Gregory meets Danielle McGeary. Discussing Danielle's life and career from Biomedical Engineer Intern to Vice President of Healthcare Technology Management at AAMI.The Association for the Advancement of Medical Instrumentation® (AAMI) is a non-profit organization founded in 1967.

Paul Camidge a 30 year career in medical service engineering and leadership

28 min

Guy Eid meets Paul Camidge. Discussing Paul Camidge's 30 year career in medical service engineering and leadership.Paul is an experienced healthcare business manager with a background in technical service & support as well as medical account management in blue chip healthcare companies. Demonstrable skills in managing service departments to meet performance and financial targets. Outstanding team building skills with a history for turning round departmental performance by developing team members and changing culture. Accomplished at introducing continuous improvement techniques into a department and using them to drive performance and reduce costs.Key Strengths● Leadership – Demonstrable skills in providing clear leadership to translate overall company goals into departmental activities to reach and exceed. ● Team Building – Success in identifying key staff and developing both individuals and a team’s culture to move from underperforming to highly motivated and achieving.● Business Acumen – Solid skills in understanding companies’ marketplace, developing customer relationships, and providing products and services to meet customer demand and reach company goals.● Drive for results – Commitment to achieve tasks by providing effective management, inspirational motivation, and clear milestones for success.● Continuous Improvement – Track record of introducing a culture of continuous improvement and the resulting improvement in performance against the reduction in costs.

Indian Health Tech Service Engineer Varun Sharma discusses his Successful Move to Germany from India

23 min

What is it like to move to Germany as a Health Tech Field Service Engineer?After over a decade of professional experience in India, working first with Allengers Medical Systems for six years and then Siemens Healthineers for another six, Varun's journey took a new turn in April 2023 when he relocated to Germany. It was a major decision as it was moving not just his career, but his entire life across continents. What followed has been a whirlwind of change, learning, and growth.A Career Shift Across Borders from India with move to GermanyVarun's first job after his move to Germany was with Medser GmbH in Frankfurt, a role that, unfortunately, didn’t turn out as expected. While the company had potential, the fit wasn’t right. But rather than seeing it as a failure, he took it as a stepping stone. Soon after, he moved to the beautiful city of Friedrichshafen, in the south of Germany, nestled near Lake Constance. Here, he found a more fulfilling role as a Production and Service Engineer and now Product Manager for SternMed GmbH. In this role, he currently contributes to both assembly and technical support for medical equipment.His move to Germany from India came with its fair share of culture shock. In India, workplace interactions are often warm, informal, and relationship driven. In Germany, things are more structured, punctual, and direct. It took time to adjust, but over time he has grown to appreciate the efficiency, clarity, and work-life balance that the German system offers.What surprised him the most about his move to Germany? Shops closing at 8 PM, Sundays being completely closed (even grocery stores!), and how quiet the streets get in the evenings. It’s peaceful, yes, but very different from the 24/7 buzz of Indian cities.

Joe Deater CBET AAMI GE Biomed of the Year 2025 Healthcare Technologies Management with Charlie Apps

26 min

Joe Deater CBET AAMI GE Biomed of the Year 2025 Healthcare Technologies Management meets Charlie AppsAAMI & GE Healthcare BMET of the YearHealthcare technology management (HTM) leader and advocate Joe Deater, CBET, is the 2025 AAMI & GE Healthcare BMET of the Year. Deater is an Air Force Veteran who has worked at Munson Medical Center in Traverse City, Michigan for more than 27 years.“Receiving this award lets me know that even though I feel as the majority of HTM professionals across the country do I do not deserve this recognition for doing my job, that others feel like I am making a difference in this world," Deater said. "That is humbling and also makes me proud to be a biomed.”Since 2017, Deater has served as an Adjunct Biomedical Technologies Instructor at Northwestern Michigan College in Traverse City. He developed a new two-semester course from scratch and has since graduated four cohorts of students. All of his students who have pursued careers in HTM have secured jobs in HTM. Deater also continually attends career events and job fairs. Why? “I want to get HTM off the ‘top 5 best jobs you have never heard of’ list!”Joe Deater say, "Currently working as a BMET III at Munson Healthcare. I also am an Adjunct Instructor of Biomed at Northwestern Michigan College, both here in Traverse City Michigan. I have been in the field of Biomed or Healthcare Technologies Management (HTM) for over 30 years now and celebrated 27 years at Munson. I work hard at promoting this little-known field of work and try to encourage students and others to get into this great career field. I am often visiting and presenting about HTM to High Schools, Middle Schools and other Career fairs to get the word out".

Kim Araman LinkedIn Top Voice Career and Leadership Coach meets Guy Eid

23 min

Kim Araman LinkedIn Top Voice Career and Leadership Coach meets Guy Eid. Kim is based in Dubai in the UAE. In 2024 she was one of two career coaches to make the top 200, most influential people in the UAE. Kim offers some tips on how you can tap into the invisible job market, and network for career success using LinkedIn.

Field Engineer leaders Charlie Apps Guy Eid Bruce Breeden Kevin Mace Maurizio de Poli in discussion

46 min

Field Engineer leaders Charlie Apps, Guy Eid, Bruce Breeden,Kevin Mace, and Maurizio de Poli in discussion about employee engagement.During the roundtable discussion, they discuss engagement, leadership,management, retention of employees, how to handle a merger, and how to leadmultigenerational teams. There are lots of examples from their own experienceas FSEs and as managers and team leaders.

Poonam Gupta discusses her career working in Semiconductor Tech in India

16 min

Poonam Gupta Lead Evangelist Qbit Labs discusses her career working in Semiconductor Tech in India. Poonam discusses her career with Synopsys, Wipro, Larsen & Toubro and working with other organisations and groups. She also explains how more women can be encouraged into engineering and particularly into semiconductor engineering.

Charlie Apps meets Jason Jackman Regional Service Manager Miele UK

10 min

Charlie Apps meets Jason Jackman Regional Service Manager Miele UKJason Jackman discusses his background and his journey from the Army, to field service technician to regional service manager. Jason explains how the industry has changed over time and so their recruitment strategy has changed to reflect that. It's much harder to recruit from similar companies or competitors, so they also look for people with transferable skills or with the right attitude and aptitude. Jason highlights the importance of strong communication skills and also a 'can do' attitude.

Caroline Gregory The Field Engineer Community Manager discusses her career with Guy and Charlie

29 min

Caroline Gregory, The Field Engineer Community Manager discusses her career with Guy Eid and Charlie Apps, both team leaders and managers. Caroline is also an intercultural trainer and coach and runs Intercultural Success.The Field EngineerThe aim of the community is to support engineers through their careers. To help them to network, learn, and exchange knowledge with fellow engineers and specialists.We have networking groups which are technology focused, industry sector focused, country specific and job role specific.We also have a Job Board dedicated to vacancies for field-based engineering, and customer support jobs.Intercultural SuccessIntercultural Success offers a unique combination of specialised training, consultancy, coaching, and international human resources services.We have been involved in Skills Training, Intercultural Training, Coaching and Human Resources Management, for over 30 years.If you work internationally and you’d like to discuss the things that are troubling you, arrange an initial consultation using Zoom or Teams.Our clients are from a wide variety of professions, sectors and countries. We offer a whole range of training courses, coaching, and consultancy as well as specialised workshops.Who do we work with?Intercultural Success works with any company with people who work across cultures, from new recruits to directors.We work with people from every culture and language group.From all over the world.Public and private sectors.From multinationals to start ups.Our services are all personalised to individual needs. What we design is inherently practical and has immediate impact on the individuals and organisations involved.

Charlie Apps meets Chris Tidy Director STCC helmet expert and founder of hard hat awareness week

21 min

Charlie Apps meets Chris Tidy who is the Founder of Hard Hat Awareness Week. In this interview Chris explains why a proper hard hat is important and vital protection.Do you wear a helmet when riding a motorcycle or bicycle? Do you wear a hard hat at work?In many countries wearing a helmet at work in certain jobs is compulsory under health and safety at work legislation, but it's not mandatory for riding a motorbike home from work. So, someone can spend all day wearing a hard hat at work, leave the hard hat in their locker, and then jump on their motorbike that might be capable of 130mph without a helmet!"In 2024, an estimated 30,000 people died in India due to road accidents while riding two-wheelers, with a significant portion of these deaths occurring among those not wearing helmets."In the interview Chris Tidy explains why a proper hard hat is important and vital protection, across all field of activity where head injury is a possibility, both in work and leisure.Chris also discusses the amazing life of Hugh Cairns who led the growth of helmet use for motorcycle despatch riders during the Second World War.Now the standards like EN397, EN12492, ISO 3873 offer a guarantee of a certain level of head protection in an accident. That is if you wear the helmet!

Tino Jongwe Biomedical Engineer shares his career story with Guy Eid

28 min

Tino Jongwe is a Biomedical Engineer from Zimbabwe who has already worked in three overseas locations, Canada, Australia, and the USA. Tino discusses his experience of working as a biomedical engineer, BMET, in hospitals in Canada. He compares the roles of working full time in hospitals in a BMET role, with being a Field Service Engineer for medical equipment for Elekta. The regular hours of a BMET, compared to the travel and variety of being a Field Service Engineer. Tino worked as a Solutions Service Engineer in Australia, and he is now a Field Service Engineer for Elekta in the USA. Guy Eid interviews Tino Jongwe and gives a masterclass in letting the interviewee do the talking.

Field Service Engineering Leaders Roundtable Mastermind Discussion Part 3

23 min

Part three. The final section of our Field Service Engineering Leaders Roundtable Mastermind Discussion.Topics include, instruments, customization, customisation, patches, software, firmware, hardware, training, AI, augmented reality, AR, artificial reality, scheduling, escalation and escalations, downtime, maintenance. The importance of the field service engineer who is at this moment in front of the customer.Service Level Agreements, and the importance of staffing correctly to fulfil SLAs - headcount and budgets.Managing field service teams, ,managing, management, hierarchy, communication, two way communication.Featuring Bruce Breeden Chief Service Officer at Michelli Weighing & Measurement, Jerry Varvaro Head of BPS Service - Americas at Sartorius , Maurizio De Poli Global Service Manager at Nanion Technologies. Hosted by The Field Engineer volunteer Advisory Team Members, Charlie Apps former Global Technical Support Manager at CMR Surgical, and Guy Eid former National Field Service Manager bioMérieux.

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