The Field Engineer

The Field Engineer
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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.

  1. 6d ago

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

    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.

  2. Aug 8

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

    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. Then we would always rotate. One of us was running around the different floors. Critical care, ICU, emergency, hospice, you're going down while the other one is PMing. And as he PMs, once he hits 10 or no, 20, goal was around 20, but once he hits 10, then we'd switch. So, give you a break to let your mind refresh. But the big thing was seeing how friendly you are, that customer satisfaction skills, those communication skills of, you know, the nurses are having a rough day. They got patients coming in and out. It's a very fast-moving environment and you are as much of in a sense a customer to them as they are to you or a client to them as they are to you as you both need each other. And that definitely became a big lesson of ask kindly, ask permission. Even when you're rushed, you don't change your approach, right? You put on a calm demeanour. You're still - 'How's it going? Good. Good. How are we looking today?' Got the smile".

  3. Jul 31

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

    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 that the company brings to the customer'. Guy Eid 'It's all about the right person in the right place. And when you pick the right talent and you put that person in the right place, this is where magic happens. Communication is key. We keep repeating that and saying it. It's key upwards, downwards, across the board. It's important. And if I want to go back to another topic that was discussed at another round table, keeping the field engineers informed, gauging their opinion because they are the ones living the reality every minute of every day is important. And that gives them visibility. It gives them the importance. And that dynamic if it exists through the whole company that will be an unstoppable company for sure'. Guy Eid Thanks to our panel for this great discussion. Do you think Field Service Managers should still be hands-on? If yes, how much hands-on? Let us know in the comments.

  4. Jul 28

    Championing and recognising field service engineers

    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.

  5. Jul 17

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

    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 maximising efficiency and profitabilityfrom effective project tender oversight through to project close out.Supervising this activity by applying decades of risk/ health and safetyknowledge within the maritime space.   Key Competencies: -Ship borne Operational Leadership and Management -Marine Critical Infrastructure Engineering/ Construction -Programme Management -Strategic Operations -HSSEQ Practitioner -Communication and Negotiation -Solutions Provider -Managing project delivery in an international, safe andinclusive environment. -A genuine people’s person who relishes a challenge. Gordon Foot recently updated the blog he wrote for The Field Engineer titled, 'Diversity in field engineering – Allyship – a practical and positive compass.' So don't hesitate to read that too. https://thefieldengineer.com/blog/learning-and-development/skills-for-intercultural-success/diversity-in-field-engineering-allyship-a-practical-and-positive-compass/

  6. Jul 6

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

    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.

  7. May 28

    Developing relationships with customers

    '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/

  8. May 15

    Service Revenue, Contracts, and Service Level Agreements

    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/

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About

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.

Information

  • Creator
    The Field Engineer
  • Years Active
    2024 - 2026
  • Episodes
    56
  • Rating
    Clean
  • Copyright
    © The Field Engineer
  • Show Website
    The Field Engineer

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