Field Service Industry Insights: Key Takeaways from Palm Springs 2025 and What's Coming at Field Service East

The field service industry continues to evolve at breakneck speed, with organizations grappling with transformative technologies, workforce challenges, and operational complexities. The recently concluded Field Service Palm Springs 2025 conference provided invaluable insight into how industry leaders are navigating these challenges.

From data-driven predictive maintenance to AI implementation strategies, the event showcased practical approaches that are reshaping service operations globally. Read on to learn more, or download the After the Event report to do a deeper dive into the topics.

Data Foundation: The Cornerstone of Predictive Service Excellence

One of the most pressing themes at Field Service Palm Springs 2025 was the critical importance of establishing robust data foundations before pursuing advanced analytics or AI implementations. Industry leaders consistently emphasized that many service organizations struggle with fundamental data challenges that must be addressed first.

The Asset Registration Challenge

Many companies cannot identify even half of their installed assets by make, model, and serial number—a foundational requirement for predictive maintenance.

As Ben Vollmer, Director at RSM, advised: "Start with the end in mind but break the work into manageable pieces. Don't take on more than your organization can handle. It's better to deliver real value to a specific group than to try to please everyone and accomplish nothing. For example, if your goal is to build the world's best asset registry for your customers, focus on that first."

Key strategies that emerged from the sessions include:

• Treating comprehensive asset registration as the foundational step before pursuing advanced analytics
• Engaging in technology deployment that benefits technicians first to secure field adoption
• Focusing on use cases that demonstrate clear ROI rather than attempting to analyze entire data sets
• Integrating legacy system data using platforms like Microsoft Fabric to reduce integration time

From the Event

The Coca-Cola Company's Tech Connect Portal exemplified successful data utilization, where technicians access equipment histories and predictive insights via QR code scanning.

Dave Pitchford, Director of Customer Operations at Coca-Cola, explained: "When you think about all the different data sources that we pull together—repair histories, parts usage, customer feedback—they all yield a better response rate. So, ultimately, we always talk about the total customer experience, but we want to talk about the technician experience as well. If your technicians aren't empowered, your customers won't be either."

AI as a Strategic Enabler: Moving Beyond the Hype

The conference showcased how AI is transcending the hype cycle to deliver measurable operational improvements. Rather than deploying comprehensive AI solutions immediately, speakers advocated for targeted implementations focused on high-value use cases.

Practical AI Applications

Organizations shared successful implementations of natural language processing for analyzing unstructured data from technician comments and customer feedback. The consensus was clear: AI should augment rather than replace human capabilities, handling routine analysis while technicians focus on complex problem-solving.

Greg Parker, VP Innovation & Portfolio Management at Johnson Controls, provided practical guidance, suggesting leaders focus on improving one process, workflow, or metric at a time.

"Once you find an answer, you can evaluate AI solutions based on their capabilities in that area, and then free up your workforce to focus on higher-value tasks,” said Parker

Key AI Implementation Strategies:

• Focus on improving key metrics like first-time fix rates and case resolution time.
• Start AI deployment internally with subject matter expert oversight before extending to customer-facing applications.
• Use AI to automate repetitive support tasks first, allowing technical experts to focus on complex problem-solving.
• Implement AI that augments, rather than replaces, technician capabilities to maintain service quality and team engagement.

From the Event

Joseph Lang from Comfort Systems USA emphasized the operational focus: "We're not trying to monetize data – we're operationalizing it. This isn't about selling insights as a product; it's about reducing our cost basis to drive profitability while keeping customers' equipment running longer."

Winning the Talent War: Innovative Recruitment and Retention Strategies

The persistent challenge of recruiting, developing, and retaining field service talent emerged as a critical focus area. Organizations are abandoning traditional hiring approaches that prioritize existing technical skills in favor of identifying candidates with the right attitude, aptitude, and mechanical inclination.

Revolutionary Recruitment Approaches

Companies shared success stories of recruiting from non-traditional backgrounds through targeted social media campaigns. Tetra Pak's transformative approach reduced engineer turnover from 10% to 3.4% in three years through strategic cultural initiatives.

Fabio Raffone, VP of Service Operation Americas at Tetra Pak, shared their philosophy: "We have many people doing the same job, so why don't we communicate and help each other more? My daily focus is connecting my 700-person team with colleagues worldwide, using the same approach to strengthen our collective impact."

Effective Retention Strategies Include:

• Investing 15% of each employee's time annually in competence development
• Creating transparent career advancement paths with clear progression criteria
• Building trust through consistent leadership behaviors and authenticity
• Implementing personal recognition practices from leadership to frontline employees

From the Event

Josh Zolin from Windy City Equipment demonstrated innovative social media recruitment strategies, noting: "I often say your brand breeds your culture, and your culture feeds your brand. Being consistent across platforms is vital in this. It's about that consistency inside and outside of your organization. Don't say you are one thing and then be another. People will pick up on that very quickly."

Optimizing the Global Parts Ecosystem

The increasing complexity of managing parts inventory and logistics dominated discussions, with organizations balancing centralized control with localized availability. Service leaders emphasized data-driven strategies for inventory optimization while navigating supply chain volatility.

Strategic Inventory Management

Nokia's Chris Dickerson detailed their 'science + art' framework for managing global spare parts operations across 70+ countries. The science involves predictive analytics and AI-driven demand forecasting, while the art encompasses cross-functional decision-making spanning sales, finance, and customer teams.

As Dickerson explained: "Science plus art equals customer satisfaction. That's how I look at spare parts planning and logistics. The science part is getting all the data, using AI, and understanding your customer commitments. The art is taking that information and making the right business decisions. But it's all about customer satisfaction."

Key Parts Optimization Strategies:

• Cross-functional logistics committees aligning inventory with business priorities
• AI-driven failure analysis for predictive replenishment using component lifecycle data
• Hybrid fulfillment solutions for remote areas combining autonomous depots with gig-economy drivers
• Quarterly legacy inventory audits transforming underutilized older parts into revenue opportunities

What's Next: Field Service East 2025 Preview

The upcoming Field Service East 2025 conference, scheduled for August 25-27 at the JW Marriott Orlando Grand Lakes, promises to build upon the momentum from Palm Springs while addressing emerging industry challenges.

The AI-Powered Service Revolution

Day one will focus extensively on AI implementation, featuring keynotes on moving from hype to hyper-efficiency and building enterprise-wide AI roadmaps. The program includes dedicated tracks on workforce evolution, operational excellence, and safety in service, recognizing the multifaceted nature of AI transformation.

Service Business Model Innovation

Day two emphasizes service business model evolution and value creation, with sessions on global harmonization of service models, revenue alignment, and data-driven decision making. The agenda features practical workshops on predictive maintenance transformation and AI-powered validation in field service.

Aftermarket Operations Focus

The final day concentrates on optimizing aftermarket operations. It will address complexities in parts management, pricing strategies, and warranty processes.

Special emphasis will be placed on leveraging predictive maintenance for profitability and maximizing aftermarket efficiencies with AI.

Interactive Learning Opportunities

Field Service East 2025 will feature several innovative formats, including the following:

• AI Advisory Labs providing personalized 15-minute sessions with field service leaders actively working with AI vendors
• Site tour of HYTEC facilities offering behind-the-scenes insights into repair and refurbishment operations
• A Disney World networking reception creating unique relationship-building opportunities
• Multi-track workshop sessions allowing attendees to customize their learning experience

The conference agenda reflects the industry's maturation in AI adoption, moving from experimental pilots to enterprise-wide implementations. With speakers from organizations like Honeywell, IBM, JLG Industries, and Boston Dynamics, attendees can expect practical insights from leaders who have successfully navigated digital transformation challenges.

As the field service industry continues its rapid evolution, events like Field Service East serve as crucial forums for sharing proven strategies, emerging technologies, and innovative approaches to persistent challenges. The combination of inspiring ideas, strategic insights, and hands-on learning positions industry professionals to thrive in an increasingly complex and technology-driven landscape.

Field Service East 2025 will be happening from August 25^th to 27^th at the JW Marriott Orlando, Grande Lakes in Florida. Download the agenda today to learn more about the event.