The Field Engineer

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 field service engineers. Because they're generally not always, well, actually we didn't encourage people to work alone, but if you're talking about a field service model where it's just someone goes out to different site every day, the people are working alone. In fact, for our group because of the the different hazards, people didn't work alone. They worked in pairs cuz you needed a buddy just in case. But, you know, it's teams of two working on their own. And you know, I understand human beings are hardwired to be - sounds like I'm insulting the whole human race here - are hardwired to be lazy. We're designed to conserve energy, find the fastest way to doing things, and as we all know, sometimes implementing controls for health and safety isn't the fastest way to doing something. It's the safest way to do something. So, I could understand the kind of desire to take shortcuts. Unfortunately, those shortcuts can be dangerous, and you might get away with it maybe 99 times out of 100, but that hundredth time might be the time you get seriously hurt. So, really I think the main thing I kind of understood from that was making sure if we could try and influence behaviours, then you've kind of got yourself in a good place then cuz I can't from my perspective, I couldn't see all the hazards all our field service engineers were seeing. What I wanted to do is have a culture where if a field service engineer found something new they'd not seen before, maybe a I don't know - equipment that wasn't maybe - a nearby piece of equipment which looked dangerous, that I wanted them to feel comfortable to stick their hand up and say, "Oh, I'm not comfortable working here. That's not right. I know that's not right. That machine's not being run right and I'm worried I'm going to be affected by that. It might leak gas. Maybe there's going to be explosion." And that was really the one of the things we really wanted to underline.

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 is the spice of life and from all my like well my curiosity and my traveling like you see many ways to be and many like different ways of life and of ways of approaching things which enriches me instead of you know just coming from like oh this is how we do it blah blah blah blah. So I always find it quite like liberating when you see loads of different like people and different cultures generally like doing things different ways and you're like okay like maybe I can take from that.Loneliness in the fieldI am a person who really enjoys their alone time. I feel good by myself and I use it to like regenerate and kind of like half hermit. And then when I want to be social, when I want that social interaction, you know, I'll like maybe be talk like not usually, but a lot of the times there's like maybe the user of the system if you're doing like a repair or anything will be there. They'll be curious. They'll be wanting to see like what's under the hood, how it works. So, you know, if you're like that's a perfect opportunity to like engage with someone. SalsaWhy would you recommend salsa to others? Because that seems to be the your favourite part of dancing and with that, how does teaching dance and explaining subjects as a field service engineer overlap because they're very different things.Yeah. Some similarities, but so dancing like salsa was I guess my first love and it brought me so much joy. It's obviously it's very embodied, very very grounding. But many other activities are as well. If you love the music for salsa, go for it. But dance in general, like whatever music you like to whatever way you like to dance like 100% it's there's so many studies that of how supportive and healing it is for the nervous system and just for your whole physiology and mentally, emotionally, just everything. So dance is one of those activities that really gets me into a joy state very quickly which is amazing.

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 on an equipment which is very valuable for them. I think it's worth it. I think it sort of pushes you to not stick to your scope of work but actually look into external factors and making sure that we can really meet everybody's expectations even though that's very difficult at times.Lack of the right spare partsAnd then seeing the impact that has on the field service engineer because that could potentially delay their visit or create a revisit. Value of an MBAThe MBA allows if it's like a good program which I was fortunate enough to go on, it allows you to actually sharpen up on how you think and possibly how leadership might be thinking in your company especially if you're working in a big company because that sometimes is very difficult to translate down and how you can then you know build with vendor relationships globally.MusicObviously languages come into communication and so on which also moves us I think onto music because that's another way of communicating.Overlap between managing global supply chain and being a drop in musicianI'm a drop in musician, so I tend to go to jam sessions a lot and open mics. I'm classically trained, but you know, to get away from work, I tend to go to a lot of local pubs and you know, local stages to just drop in and play. So, you'll have various musicians playing and then when someone drops out, you drop in, right? And then you start improvising on the go. And it's when I'm on stage, I tend to always listen in to all the parties what they're doing because harmonically you need to listen in. You can't just start playing because it won't sound very nice and then you'll know if it sounds nice or not because you'll see the more people come in or more people go. But and that's quite similar to my role because in my role you need to take into account so many different factors. So I think those two are like in a certain way in parallel.

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.”

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.

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".

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 EidThanks 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.

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.

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 inOffshore Client Representative Renewables-Cables-O&G-EnvironmentalChartered Marine Technologist - Chartered ManagerConstruction/ 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/ 

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.

'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 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/

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” when allocated equipment failsRental expenses are tax deductible on your business taxesATEC AssuranceOur ATEC Assurance program consists of our 20-Point Inspection Process, which ensures you the peace-of-mind that the equipment you rent will operate as specified, includes all ordered accessories, customer and technical support is provided, and equipment requiring calibration is within spec. ATEC Assurance ensures every rental order gets the attention it deserves and is treated with the utmost care".

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.In sub-Saharan Africa, up to 69% of people live on less than £2 a day. Healthcare in these countries either doesn't exist or is unaffordable to the vast majority of the population.Partnering with host nationsTo achieve this, Mercy Ships delivers a customised five-year partnership model with every country it is invited to support. Relationships are built with the national government and ministry of health, so that the needs of each country are met.In this way, Mercy Ships doesn’t just address the immediate need on the ground, but also works to strengthen the country’s healthcare systems and drive policy change. The aim is to tackle the root causes of the problems rather than just the consequences.As well as completing thousands of urgent operations onboard our floating hospitals, the Africa Mercy and the Global Mercy, Mercy Ships volunteers also work closely with host nations to improve the way healthcare is delivered across the country, by training and mentoring local medical staff, and renovating hospitals and clinics.Founded in 1978 by Don and Deyon Stephens, Mercy Ships has worked in more than 55 countries, providing services valued at more than £1.3 billion. By improving healthcare delivery in every country it visits, Mercy Ships is working to eradicate the diseases of poverty and effectively do itself out of a job. Mercy Ships follows the model of Jesus by “bringing hope and healing to the forgotten poor”, helping people of all faiths and none.Among the countries Mercy Ships serves, which lie on the lower third of the World Health Organisation’s Human Development Index, access to safe, affordable and timely surgery is extremely limited. As a result, countless people suffer and die from “diseases of poverty” that can easily be cured.

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 determines outcomes.' 

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 globallyWe 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. 

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 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/

Experienced Field Service Leader Charlie Apps gives quick some tips on How to prepare before going on site.

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 equipment field service supporting robotic-assisted surgery devices. Frank is a US Air Force Veteran.He is based in San Antonio, Texas.To see Frank's posts for The Field Engineer community visit https://thefieldengineer.com/author/frankp/

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.

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

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

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.

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.

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.

Five Field Service Leaders discuss, Why Field Service Recruitment Is Now a Multi-generational Hiring Challenge.Our Panel of five Field Service leaders are, Kevin Mace, Paul Camidge, Jerome Varvaro, Guy Eid, and Charlie Apps.

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.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.

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.

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.

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 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. 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, 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 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 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 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 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 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.

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.

Part 2. of the Field Service Engineering leaders roundtable mastermind discussion discusses leadership, hiring, onboarding, and KPIs.

Part one of Field Service Engineering Leaders Roundtable Mastermind Discussion about Servant Leadership.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.

A short clip of Bruce Breeden discussing leadership, from the Field Service Engineering Leaders Roundtable Mastermind Discussion.https://youtube.com/shorts/D98zrQnvSbk

Guy Eid shows us round his apartment in Montreal where he records some of our YouTube interviews.Behind the scenes at Guy Eid's apartment in Montreal. Dans les coulisses de l'appartement de Guy Eid à Montréal.

Tim Robertson Founder and CEO of The Field Engineer, discusses his vision for The Field Engineer community with community members and field service leadership veterans, Charlie Apps and Guy Eid."I just recorded an interview with Charlie Apps and Guy Eid, members of The Field Engineer community who have also become good friends and volunteers supporting our goals. I hope the interview answers some of your questions about the birth of The Field Engineer, and why I created a global community for engineers who work in the field. We have plans to make this a huge global community".

The Field Engineer is proud to support and share news of the annual event, "Hard Hat Awareness Week," which runs from the 9th to the 15th of June. The event was created by Chris Tidy."Hi, I'm Chris Tidy and I'm the founder of Hard Hat Awareness Week. So what is Hard Hat Awareness Week? So Hard Hat Awareness Week was actually born back in June of 2020, but like so many other things that year it actually took a back seat to the Covid pandemic that had taken grip of the UK and Europe and plunged most of us into compulsory lockdown. So the week was actually pushed back to September and proved to be quite successful. With participants as far afield as Dubai and the USA. As well as plenty of active activity of course in the UK and Europe. So the 2021 event was even bigger and better as industries actually got together for the cause and made it a very successful event although the Covid effect was still sort of quite apparent, and most Industries at the time were obviously focusing on respiratory protection of course. So the event was originally designed to highlight the need for industrial workers to wear head protection. So through my own sort of personal experience, I'd seen sort of time and time again instances where the worker would not wear their head protection or had worn it incorrectly. But this was not the only issue. As workers didn't actually realize that their head protection had an expiry date, and they didn't know that when it wasn't being used that it should be really sort of stored correctly in a, you know, a dry sort of safe core space. So over a period of time other issues surfaced. So workers would mark their head protection perhaps with a pen or maybe with stickers, and both of these which you know, if you don't know you you don't know, but both of these could affect the crystalline structure of the head protection and may cause an issue with the Integrity of the shell. One thing. Just one thing that struck me was the fact that workers and some companies would pay upward of 60, 70, sometimes even 80 pounds for a pair of branded safety boots, but it when it came to protecting their head they were against paying more than six pounds. So our heads contain our brain which powers the rest of our body and without that working properly, due to maybe a head injury our life would not be the same.So the week was also designed to cover off things like training, wear and care, we also had companies that conducted audits during that time as well, of all of their hard hats. But most of those initiatives were actually aimed at raising awareness of head injuries and to try to get people to understand that if you damage your head you could sustain a head injury, that you could sustain could be very more devastating and have a profound effect on your life and those around you. So during the week we work very closely with our partners and supporters to raise awareness of impacts, and it's really important to, you know, know and raise awareness of things like concussion which can occur after an impact. Even if you're wearing a helmet you can still sustain a concussion, because concussion is only a symptom of something that's actually happened. And it's always obviously good to seek advice afterwards. So that's sort of pretty much it really. That's Hard Hat Awareness Week. What it's all about. Hard Hat Awareness Week is this year obviously, as it is every single year, it's 9th to the 15th of June, and we'd like as many companies, people, Industries, to join us by conducting some sort of activity. Perhaps doing some training during the week around head injuries, perhaps just auditing their hard hats, perhaps personally it's you're one man band, one woman band, and you just want to take that week to just check your hard hat is in date, and check that everything is there that needs to be there for your hard hat to function properly. So that's pretty much me, Chris Tidy, and thanks very much for listening I appreciate it".

Guy Eid and Charlie Apps discuss The Field Engineer Community Coach on Call Service.They also discuss their experience of coaching others, and being coached themselves.The service is available to The Field Engineer Community Members.You can join The Field Engineer Community by registering here. https://thefieldengineer.com/register/Once you have registered you can access the Coach on Call form on this page,https://thefieldengineer.com/coach-on-call-2/

Guy Eid meets Slava Gorovoy, former Aftermarket Business Manager - APAC for The Toro Company. As an Aftermarket Business & Operations Manager for the APAC region, he spearheaded initiatives to drive aftermarket sales, market expansion, supply chain optimization, and customer-centric strategies. His leadership and strategic focus resulted in measurable growth, operational excellence, and enhanced customer satisfaction across diverse markets. Slava has previous experience as Head of Service Operations ANZ for Techtronic Industries, Bosch Power Tools & Accessories, and Atlas Copco.Slava thrives at the intersection of technology, business growth, and customer success, leveraging AI, digital transformation, and strategic leadership to create value in the industrial, manufacturing, heavy equipment, and aftermarket sectors. With 15+ years of experience leading regional operations, sales, and service optimization, he specialises in enhancing business performance, unlocking new revenue streams, and fostering high-performing teams.

Rosemary Coates and Charlie Apps discuss the importance of Global Supply Chains in the success of global field service and support.They also discuss the important role Field Service has on a company's success when the Field Service department is managed correctly within the wider organisation.Rosemary Coates has been awarded one of 100 Most Influential Women in Silicon Valley 2024. She is President and Founder, Management Consultant, Blue Silk Consulting.Founder, Executive Director, Chairman of the Board, The Reshoring Institute.Rosemary has more than 30 years of experience in supply chain, reshoring, and nearshoring. Rosemary is the co-author with Jim Reily of the book 42 Rules for Superior Field Service. She is the author of 42 Rules for Sourcing and Manufacturing in China, and the Reshoring Guidebook.The Reshoring Institute is a 501c3 non-profit and non-partisan organization with a dual mission: to help companies bring manufacturing back to the US and to teach graduate student interns about global manufacturing.Rosemary is Member of the Board - Supply Chain Management Institute at the University of San Diego.