Service Council inService™ Podcast Series

As organizations accelerate digital transformation, the success of these initiatives increasingly depends on how well frontline teams adopt and engage with new technologies. However, there's often a critical gap between leadership expectations and the real-world experiences of field workers — a gap that threatens not just user satisfaction, but business outcomes. Tune in on Thursday, May 15th at 12pm EST, as we’re joined by Justin Lake, CEO of Skyllful. We’ll unpack the critical misconception surrounding enterprise technology and highlight the unique complexities and risks field workers face when interacting with digital systems in high-stakes environments. We also discuss the concept of "The Last Mile" of tech deployments — where the true business value of technology investments is realized through frontline execution. By connecting human motivation, governance, and financial implications of poor tech engagement, the conversation offers a compelling case for why organizations must rethink how they position, support, and sustain technology initiatives. Justin co-founded Skyllful with the mission of helping frontline employees use enterprise technology accurately, consistently, and independently—so that business processes are executed correctly, operational outcomes are optimized, and revenue is protected. With decades of experience across mobile technology and frontline operations, Justin has worked in every part of the ecosystem, from wireless carriers to software development. But his real expertise comes from the field—riding with drivers, shadowing technicians, and uncovering the real-world barriers to adoption. He knows that when technology isn’t integrated into how work gets done, companies face inefficiencies, operational risks, and lost revenue. Through Skyllful, Justin helps organizations bridge the gap between digital transformation and the frontline workforce, ensuring technology delivers measurable business impact.

Whether you're early in your service career or shaping global strategy, our next episode of the inService™ Podcast will be one you won’t want to miss! We’ll be sitting down with Eduardo Bonefont [https://www.linkedin.com/in/eduardobonefont/], the Worldwide VP of Technical Services for BD [https://www.linkedin.com/company/bd1/]'s Life Sciences segment, to reflect on his remarkable journey through the service and support industry. From leading complex international operations to driving business turnarounds as a Six Sigma Master Black Belt, Eduardo shares hard-earned insights on building team culture, learning to speak the C-Suite’s language, successful P&L management, and navigating service complexity. Tune in on Thursday, May 1st at 12pm EST, as Eduardo shares his perspective—honed by a career spanning Services, Manufacturing, Supply Chain, Sales, and Marketing —on how the next generation of service professionals can build high-performing teams that consistently deliver value to customers. Eduardo Bonefont is the Worldwide VP of Technical Services – Life Sciences Segment at Becton Dickinson, where he exercises his comprehensive global management and leadership experience in small-to-large businesses in Services, Marketing, Sales, Manufacturing, and Supply Chain. As a Six Sigma Master Black Belt, he has come to specialize in business expansion, startups, and turnarounds, with full P&L responsibility, in a variety of U.S.-based and international industries, and he has a proven track record in improving business performance with the rigor of consistently making operational, financial, and customer commitments.

For years, service organizations have measured the success of technology investments based on the return on investment. However, AI has flipped the script and brought into question some of the service leaders’ long-held assumptions. No longer just a standalone investment, AI is becoming ingrained throughout all aspects of service operations. As it moves beyond the limits of previous technology, service leaders must also move beyond outdated metrics to track its success and step into this new, AI-driven era of service. Tune into the inService™ Podcast Live on Thursday, April 3rd, as we’re joined by Michael Hughes, Global Head of Service for Peak Scientific Instruments. Together, we’ll look at the implementation of digitization and AI within his service operations, and how they’re focusing on improving tools and technologies for technicians, rather than just ROI. He’ll discuss Peak Scientific’s AI journey, including how they hope to leverage AI to better shape the frontline experience, the challenges they want to solve and how they are moving beyond financial metrics to account for success. Mike Hughes is currently the Global Head of Service at Peak Scientific Instruments Ltd. His responsibilities include leading a global service organization of over 170 field service engineers and technical support specialists. He also directly manages the Global Technical and Training functions. His tenure at Peak Scientific has been marked by significant achievements, such as introducing Peak Visual Support, an AR based platform to enable enhanced remote troubleshooting and diagnostics. He also developed a strategic approach to service contract sales, based on installed base contract connection rate, on time warranty conversion and contract renewals, which has contributed to the company’s commercial growth. Mike’s background lies in Six Sigma and process improvement, across operational, technical and commercial roles. Mike’s passion lies in developing data-driven strategies that align with the company’s goals and customer satisfaction. His experience in field service and his role in enhancing service delivery at Peak Scientific highlight his commitment to customer centric operational excellence.

Service Council research found that 63% of service leaders cite the “inability to predict demand with something other than historical data” as a reason for their service parts challenges. Why are so many organizations still relying on historical demand for spare parts planning, despite the clear advantages of leveraging IoT data, AI, and advanced analytics? Tune into the inService™ Podcast Live as we’re joined by Franco Roversi, Solutions Engineer – EMEA, and Chad Hawkinson, Chief Innovation Officer, Baxter Planning. We’ll be diving deep into the evolving world of spare parts planning and supply chain optimization, including the challenges of transitioning from outdated methods, the impact of data readiness, and how modern tools can uncover hidden savings and drive strategic growth. We’ll also look at shifts in cost efficiency versus service levels, and AI's role in supply chain decisions. If you're looking for actionable insights on optimizing spare parts management and making data-driven decisions, this episode is packed with real-world examples and expert perspectives! With 15 years of experience in Supply Chain Management, Franco Roversi has built a dynamic career across multiple supply chain domains including optimization, consultancy, technology implementation, and value creation. Franco has been with Baxter Planning for seven years, focusing on the Service Supply Chain, optimizing and enhancing customer efficiency, performance, and ensuring the seamless delivery of Baxter Planning's unique Planning as a Service (PaaS) offering. Chad Hawkinson has over 20 years of management and product leadership experience in both private and public companies. Most recently, he was Chief Product Officer for Vertafore. Prior to Vertafore, Chad was the Senior Vice President and General Manager for a $350M division of IHS Markit, where he managed over 1,000 employees across product development, sales, marketing, data science, and professional services.

Mark your calendars for a very special episode of the inService Podcast, where we dive deep into the experiences, challenges and triumphs of women in service leadership. In this powerful conversation with QuidelOrtho colleagues and service leaders, Linda Tucci and Tammy DeWind, we’ll discuss the impact of leadership styles, the importance of mentorship, and strategies for creating inclusive work cultures that support women’s advancement. Join us on Tuesday, March 25th, at 12PM ET, as we unpack key issues like the "glass ceiling," unconscious bias, and how to balance assertiveness with collaboration as a woman in leadership. Whether you're a woman striving for leadership or an ally looking to make a difference, this episode is filled with valuable insights and actionable advice to help break down barriers and drive meaningful change. Industry veterans and colleagues for over a decade, Linda Tucci and Tammy DeWind both hold leadership roles in QuidelOrtho’s Technical Solutions Center, where they are responsible for the strategic direction and operations of providing remote technical support to customers and field escalation support.