Dennis Pappas

As field service organizations grapple with a shrinking talent pool, aging workforce demographics, and rapid technological advancements, this panel will emphasize actionable strategies to bridge generational divides, leverage emerging technologies, and build sustainable talent ecosystems. The discussion will address how cross-generational collaboration can blend institutional knowledge with digital-native problem-solving, fostering innovation in IoT-driven service environments. Panelists will provide frameworks to operationalize these strategies, ensuring field service teams remain resilient amid workforce transitions and technological transformation.

Key Takeaways:

• Utilize AI-driven talent matching and immersive AR/VR training platforms
• Foster cross-generational collaboration
• Develop adaptable workforce models 

Join our expert panelists-Travis Myers, Director of Customer Support at JLG, and Dennis Papas, Director of Field Service & Support at Sony Biotechnology-as they explore proven strategies for aligning call center and field service performance. This session will focus on measuring and optimizing critical KPIs such as first-call resolution, customer satisfaction, and First-Time Fix Rate. Learn how these leaders break down barriers between remote support teams and on-site technicians by leveraging AI-driven insights, centralized knowledge bases, and real-time collaboration tools like augmented reality. Discover how these innovations help reduce costs, minimize escalations, and create seamless, efficient customer experiences across all service channels.

Key takeaways:

• Align call center and field service KPIs to foster shared accountability and improve operational efficiency.
• Implement AI-powered analytics to identify high-risk cases and prioritize resources for faster resolution.
• Empower your teams with real-time collaboration technologies to enhance communication between remote support and field technicians.