Michael Hughes

Join Mike Hughes, Head of Global Service at Peak Scientific, as he shares insights from his leadership in transforming field technicians into skilled service-sales ambassadors. With a proven track record of driving service contract growth and customer loyalty, Mike will explore how Peak Scientific equips technicians with AI-powered tools, targeted training, and incentive structures to identify upselling opportunities while maintaining service excellence. This case study will explore the balance between technical expertise and sales acumen, demonstrating how organizations can leverage their field workforce to unlock new revenue streams without compromising operational efficiency or customer trust.

Key Takeaways:

• Train technicians in consultative sales techniques to identify customer needs and articulate value-added solutions like service contracts or premium support tiers.
• Equip teams with AI-driven field service tools that provide real-time customer insights, predictive maintenance alerts, and tailored product recommendations during service visits.
• Align service quality with sales goals through balanced KPIs and incentive structures that reward both first-time fix rates and contract conversion metrics.