Scott Adams

Director of Service Operations J.M. Brennan, Inc.

Scott Adams is currently the Director of Service Operations at JM Brennan Mechanical Contractor located in Milwaukee Wisconsin where he designs and directs the field service organization – resulting in a 25% year over year growth for the last two years on a $40M dollar service only operation. He has been in professional management in two Fortune 500 companies; Johnson Controls, and Harley-Davidson Motor Company, and other large mechanical contractors. His primary experience base is of technical origin - starting his career as a field engineer at Burroughs Computer Corporation. He holds one patent and one pending for service business inventions, has publicly spoke in keynote presentations on power analysis techniques, and has acted as a consultant in the highly critical data center environment working with customers on risk avoidance strategies. Scott posses a Masters degree in Management.

Day 1: The AI-Powered Service Revolution

3:40 PM Workshop 18: Panel: Balancing Efficiency and Well-being: Strategies for Sustainable Field Service Operations

In an industry where tight margins and rising customer expectations often clash with workforce burnout, this panel will address the critical balance between operational demands and technician well-being. The discussion will highlight how AI-powered tools-from predictive maintenance algorithms to real-time fatigue monitoring systems-can reduce stress, prevent errors, and foster resilience. Attendees will learn to design workflows that prioritize safety and mental health without sacrificing efficiency.

Key Takeaways:

Implement machine learning tools that analyze technician capacity, travel time, and job complexity to distribute tasks equitably, preventing burnout while maintaining service-level agreements.
Implement wearable tech and sentiment analysis software to detect early signs of stress or fatigue, enabling managers to adjust schedules or provide support before crises emerge.
Train leaders to model vulnerability, integrate mental health checkpoints into daily briefings, and reward teams for collaborative problem-solving that prioritizes both efficiency and wellness.

Day 3: Optimizing Aftermarket Operations: Navigating Complexities in Parts, Pricing, and Warranty

1:40 PM Working Group: Improving Customer Communication & Selling the Value of Service

This workshop centers on elevating customer interactions and effectively communicating the value of service offerings in the mechanical contracting industry. Drawing on his extensive leadership experience Scott Adams will share proven strategies for building trust, tailoring communications, and differentiating your services in a competitive market. Scott brings practical insights on how to connect technical expertise with customer needs. Participants will explore actionable techniques to personalize communications using customer data, translate technical features into clear business benefits, and present value propositions that resonate with both technical and non-technical stakeholders. The session will also cover best practices for active listening, transparency, and handling customer concerns, ensuring every interaction builds loyalty and long-term relationship

Key Takeaways:

Personalize your messaging using customer insights to create engaging, relevant experiences that boost satisfaction and loyalty.
Demonstrate how your services address specific customer problems or deliver measurable business outcomes, not just technical features.
Communicate service value clearly and simply, avoiding jargon and ensuring every customer understands the benefits you provide

Check out the incredible speaker line-up to see who will be joining Scott.

Download The Latest Agenda