UNSCRIPTED

Jacob Brumbelow is a Service Technician at MaxAir Mechanical who discovered that the trades offered far more opportunity, growth, and fulfillment than the college path he once assumed was his only option.In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Jacob to explore how younger technicians think about loyalty, growth, leadership, and career development—and what companies need to understand if they want to attract and retain the next generation of frontline talent.He explains:▪️ Why the trades deserve more visibility as a meaningful career path▪️ How younger talent defines loyalty differently than older generations▪️ Why growth opportunities matter so much in attracting and retaining technicians▪️ What senior leaders often misunderstand about younger frontline workers▪️ How feeling heard and included can make a major difference in retention▪️ Why younger technicians want to understand the “why,” not just follow instructions▪️ How leadership development can open new career possibilities early on▪️ Why trying new things matters more than following the path you think you’re supposed to take00:00 Intro01:08 Jacob’s Journey from College to HVAC03:34 Apprenticeship, Journeyman Path, and Career Progression06:41 Challenging Stereotypes Around the Trades08:24 Family Support and Rethinking Career Assumptions10:55 Why HVAC Clicked and What Makes the Work Fulfilling12:48 What Younger Talent Wants: Growth, Opportunity, and Purpose14:02 Why Feeling Heard Matters More Than Leaders Realize16:28 Generational Differences in Motivation and Career Outlook21:02 Inside MaxAir Mechanical’s Leadership Academy23:38 Building Confidence Through Public Speaking and Development28:15 Redefining Leadership as Service32:29 What Younger People Should Know About Career Paths in the Trades35:35 What Senior Leaders Get Wrong About Younger Talent39:16 Final Advice for Younger Listeners40:30 Closing ThoughtsThis episode is for service leaders, frontline managers, and anyone thinking about how to better attract, develop, and retain younger talent in field service.Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about Frontline UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

What if the biggest gap in field service today isn’t operational but commercial?In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Vivek Swaminathan, Director of Products & Solutions for Digital Workplace Services at Unisys, to explore why field service must be treated as a strategic differentiator, how to align pricing with the true value being delivered, and what it really takes to move from cost center thinking to growth-driven service models.Vivek shares practical insights on bridging the gap between execution and strategy, articulating value in a digital-first world, and why human-machine collaboration is key to unlocking the next phase of service excellence.Whether you're navigating pricing challenges, investing in AI and automation, or rethinking the role of field service in your business, this conversation offers a clear, real-world perspective on what comes next.What You’ll Learn:▪️ Why field service is no longer a back-office function—but the face of your brand▪️ The “value gap” in service pricing—and how to close it▪️ Why execution must match commercial strategy to avoid margin erosion▪️ How to articulate value beyond time on-site in a digital-first service model▪️ The role of human-machine collaboration in driving better outcomes▪️ Why operational excellence is now the baseline—not a differentiator▪️ How service organizations can shift from cost control to growth enablementKey Moments:00:00 Intro02:19 Why Field Service Is the Face of the Brand08:12 Human + Technology: Why Collaboration Matters10:44 The Value Gap in Service Pricing13:07 Selling Value Beyond On-Site Time16:01 Why Execution Determines Success19:44 Operational Excellence Is Now the Baseline23:24 Moving Beyond Efficiency to Experience26:34 Unlocking Growth Through Field Service28:52 From Cost Center to Growth Engine31:48 The Rise of Outcome-Based Models33:44 Final ThoughtsAbout the Guest:Vivek Swaminathan is Director of Products & Solutions for Digital Workplace Services at Unisys. With nearly two decades of experience across service delivery, presales, and global transformation initiatives, Vivek brings deep expertise in field service strategy, commercial models, and digital innovation. His work focuses on helping organizations unlock value through better alignment of technology, execution, and customer outcomes.🔗 Learn More:Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/Explore more UNSCRIPTED episodes:https://www.futureoffieldservice.com/podcast/

David Alazraki is a Partner in PwC’s Field Service and Operations Practice, where he helps enterprise organizations modernize field service operations across asset-intensive industries. With nearly two decades of experience, he brings deep expertise in digital transformation, platform strategy, and operational excellence.In this episode of UNSCRIPTED, host Sarah Nicastro sits down with David to explore how field service management has evolved—from fragmented tools to connected platforms—and what leaders must focus on next to build resilient, future-ready operations.He explains:▪️Why not every requirement is a “key decision”—and how to avoid unnecessary customization▪️Why operational excellence is now table stakes, not a differentiator▪️The “Connected Platform Vision” and why field service cannot operate in isolation▪️How to navigate a fragmented vendor landscape without decision paralysis▪️Why consolidation and integration matter more than ever▪️How AI acts as an amplifier—not just an efficiency tool▪️Why domain and industry expertise are critical to transformation success▪️How to make smarter, faster decisions that actually move the needleFollow Along:00:00 Intro00:02:33 The Field Service Management Inflection Point00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation00:09:51 The Connected Platform Vision Explained00:16:41 Key Decisions vs Customization00:24:17 Aligning Decisions to Your Vision00:31:46 Navigating a Fragmented Market00:37:09 Service as a Growth Engine00:41:05 Why Operational Excellence Is No Longer Enough00:42:12 AI as an Amplifier, Not Automation00:48:29 Why Domain Expertise Matters More Than Technology00:51:47 Lessons from Endurance Racing00:53:57 Key Takeaways & Final Thoughts🔑 Who This Episode Is ForThis episode is essential for:Field service leaders navigating digital transformationOperations and service executives evaluating new platformsOrganizations dealing with vendor fragmentation and complexityTeams looking to scale service while managing workforce challengesField service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystemThe biggest transformation risks aren’t technical—they’re decision-making and change managementAI’s real value lies in scaling capability and resilience, not reducing headcountSuccess requires industry expertise, domain knowledge, and technical delivery working together🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/Key words: field service management, FSM, field service transformation, digital transformation, service operations, AI in field service, service leadership, field service software, asset management, service strategy, connected platform, servitization, operational excellence

MAKEEN Energy is a global engineering and technology company serving the energy sector in more than 100 countries. In this special two-host episode of Assets UNSCRIPTED, Berend Booms and Sarah Nicastro sit down with Rui Melo Ferrera, Corporate Maintenance & Asset Manager at MAKEEN Energy, to explore how digitalization is transforming asset management, field service, and service-led business growth.In this conversation, Rui shares how MAKEEN Energy moved from fragmented tools to a more unified digital approach, why data and transparency are essential for performance-based service models, and how digital transformation helps service organizations move from reacting to problems to predicting and preventing them.He explains:▪️How digitalization helps shift from selling equipment to delivering service outcomes▪️Why data is the foundation for asset performance management and servitization▪️How MAKEEN Energy builds a complete “picture of the moment” for customer assets▪️Why transparency strengthens customer trust and long-term service relationships▪️How one service visit can demonstrate measurable impact and drive contract growth▪️How digital tools remove friction from frontline work and improve technician experience▪️Why modernizing field roles is essential for attracting the next generation of talent▪️Why listening to frontline teams is critical for successful change management00:00 Intro00:55 Meet Rui Melo Ferrera at MAKEEN Energy02:15 From Fragmented Tools to One Unified Platform05:25 Why Portugal Became a Benchmark for Digital Transformation06:44 Building a Complete Picture of Customer Assets10:47 When Data Becomes Non-Negotiable12:14 The Future of Predictive Asset Intelligence14:40 How Digitalization Enables Servitization17:53 The Shift Toward Performance-Based Contracts19:25 Using Transparency as a Competitive Advantage21:49 Demonstrating Impact and Building Long-Term Partnerships25:55 Removing Friction From Frontline Work30:04 Modernizing Field Roles to Attract Talent32:05 Change Management Lessons: Listen, Personalize, Support36:40 Key Takeaways and Final ThoughtsFollow Berend Booms on LinkedIn: https://www.linkedin.com/in/berendbooms/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assetsLearn more about Assets UNSCRIPTED: https://www.futureofassets.com/Learn more about the UNSCRIPTED podcasts: https://www.futureoffieldservice.com/podcast/

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn’t external—but internal—and how releasing ego, overcoming fear, and challenging what you’ve normalized can unlock real, lasting transformation.He explains:▪️Why competing with others limits your growth—and how to focus on your true capacity▪️How ego shows up as “looking good vs being good” in leadership▪️Why fear doesn’t stop action—but stops boldness and authenticity▪️The concept of “perception prison” and how it silently holds people back▪️The two hidden blockers of performance: shame and unforgiveness▪️Why releasing disappointment is a daily decision—not a feeling▪️The 4-step practice to stay grounded and lead with an open heart▪️How “normalize, rationalize, actualize” shapes your results and long-term successFollow along:00:00 Intro01:20 From the Caribbean to Transformational Leadership12:00 Stop Competing Against Others, Compete Against Yourself18:46 Fire Your Representative: Lead With Authentic Confidence26:03 Fear Doesn’t Stop Action—It Stops Boldness35:47 The Decision Precedes Ability: Releasing Disappointment45:33 The Power of Perspective Over Perception49:44 Seven Minutes of Solitude: Open Hands, Open Heart52:45 Challenge Your Norms: What You Normalize, You Actualize56:00 Key Takeaways & Final ThoughtsFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets/Learn more about the UNSCRIPTED podcast: https://futureoffieldservice.com/podcast/

What does it really take to lead a high-performing frontline service team?In the first episode of Frontline Unscripted, host Sarah Nicastro sits down with Phil Manchester, Service Team Lead at Airtight Facilities, to explore the transition from technician to leader, why frontline voices matter, and how ambitious goals can transform both individuals and teams.Phil Manchester has over a decade of hands-on experience in HVAC systems and facilities management. After starting his career as a technician in the field, he now leads a team of service professionals while mentoring the next generation of technicians.In this conversation, he explains:▪️Why transitioning from technician to leader requires emotional intelligence▪️How individualized communication builds trust with service technicians▪️What younger vs experienced frontline workers really want from leadership▪️Why refusing to live with “what ifs” can fuel long-term career growth▪️How frontline work combines hands-on skills with complex problem solving▪️Why senior leaders need to get into the field and listen to frontline voices▪️How AI and technology are becoming tools that make technicians more effective▪️Why continuous learning is essential in skilled trades careers00:00 Intro00:02 From Dirt Bikes to HVAC: Finding Your Calling00:06 Why Variety and Problem-Solving Drive Frontline Satisfaction00:10 The Hardest Part of Leadership: Managing Nine Different Personalities00:12 Master Emotional Intelligence to Shift from Technician to Leader00:18 Why Leadership Must Be Individualized00:21 Why Not Shoot for the Moon? Setting Goals and Refusing to Quit00:26 Turning Setbacks Into Fuel by Rejecting “What-If” Thinking00:30 Generational Differences in Frontline Teams00:35 Company Culture That Builds Stronger Teams00:37 AI and Technology in Skilled Trades00:40 Why Data Centers Are Creating More HVAC Work00:47 Closing the Gap Between Executives and the Field00:50 Building Trust and Loyalty Through Leadership00:52 Why Learning Never Stops in the Trades00:53 Final Thoughts: Shoot for the Moon, One Day at a Time

Self-care isn’t selfish. Leadership expert Hannah Knowles explains why taking care of yourself first might be the most powerful leadership decision you can make.In this International Women’s Day episode of UNSCRIPTED, Hannah Knowles joins host Sarah Nicastro to discuss self-care, women in leadership, resilience, and navigating change in today’s workplace.Hannah Knowles is a keynote speaker at Art of Brilliance, a wellbeing training company focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a collection of reflections and insights about what gives our lives meaning: love.She explains:Why self-care isn’t selfish and makes you a better leaderThe “Give to Gain” paradox and why prioritising yourself benefits othersWhy consistency beats intensity when building habitsHow noticing “glimmers” can shift your mindset and wellbeingThe Kaizen approach to creating meaningful change through small stepsWhy leaders should focus on what they can control during uncertaintyHow vulnerability and honesty build stronger teamsWhy perspective shapes how people respond to changeThe leadership power of saying “I’ll go first”Why celebrating progress matters more than chasing perfectionFollow along:00:00 Intro01:00 Meet Hannah Knowles and the Art of Brilliance mission04:00 Why self-care shouldn’t feel selfish07:30 Consistency beats intensity when building habits10:45 Why women often struggle to prioritise themselves15:10 The concept of “glimmers” and finding everyday joy19:30 The Kaizen mindset and the power of small steps24:30 Eat, move, sleep, relationships — the foundations of wellbeing29:00 Why perspective shapes how we respond to change34:20 Leading through uncertainty and supporting teams39:30 Why vulnerability is a leadership strength45:00 The “I’ll go first” leadership mindset50:30 Celebrating progress instead of perfectionFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service/Learn more about the UNSCRIPTED podcast:https://futureoffieldservice.com

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.While 85% of service leaders say they are optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.In this conversation, you’ll learn:• How Tetra Pak evolved from a la carte services to outcome-based partnerships• Why service growth should be anchored in customer value realization, not revenue targets• The connection between employee experience, service quality, and long-term retention• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation• What organizations must do to move beyond the “2%” of outcome-based service offerings• Why workforce shortages, travel reduction, and knowledge management can become strategic advantagesSasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.If you’re navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.Because in the end, as Sasha puts it:“You sell equipment once. Customers come back for the service experience.”📩 Subscribe for more conversations on service transformation, field service leadership, and the future of service.

What if the difference between good and great in your organization came down to one overlooked factor?In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to unpack why soft skills drive hard results and how failing to invest in them could be costing you far more than you realize.From a 250% ROI on soft skills training (backed by research from Harvard, Boston University, and the University of Michigan) to the real reason your best technician might fail as a leader, this conversation dives deep into the hidden financial and cultural impact of communication, empathy, accountability, and leadership development.If you lead in field service, skilled trades, manufacturing, or frontline operations, this episode is packed with practical, implementable insights.

In Episode 354 of UNSCRIPTED, we explore how QuidelOrtho transformed field service from a cost center into a strategic business differentiator. Matt Tice, VP of Global Services, shares six practical strategies for driving customer retention, gaining executive leadership buy-in, aligning KPIs with customer expectations, strengthening frontline leadership, and leveraging AI to elevate the customer experience.If you’re a service leader looking to reposition service as a growth engine, not just a post-sale function, this episode delivers actionable insights you can apply immediately.