How and Why Service Leaders Need to Evolve in 2025

As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leadership styles this year. 

Tabling thought-provoking ideas, the two discuss the many shifts that need to take place, the first being that of a shift away from a culture of complaining with field service organizations. The conversation underscores the role of service leaders in fostering a positive workplace, emphasizing the necessity of being a “translation engine”, learning to speak the language of other departments, ensuring that their insights and challenges are understood and addressed at the executive level. They further unpack the importance of values like empathy, curiosity, proactiveness and collaboration, which can elevate the impact of field service leaders in the industry. They also consider the impact of AI and automation on the field service industry, discussing how leaders can remain relevant by focusing on strategic thinking and emotional intelligence rather than getting bogged down in tactical firefighting.

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Episode Resources:

• Sarah Nicastro on LinkedIn

• Future of Field Service Website

• Roy Dockery on LinkedIn

• The Art of Leading Website