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 BayThanks 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/