Field Service Orlando 2025

August 25 - 27, 2025

JW Marriott Orlando Grande Lakes, FL

Travis Riley

Director of Commercial Servcie JR Hobbs Company

Travis Riley is the Director of the Commercial HVAC-R Service Division for JR Hobbs, a renowned HVAC provider specializing in the Multi-Family and Commercial HVAC sectors across the Southeast. Under his leadership, the team was founded and has since expanded into seven metropolitan regions, consistently delivering exceptional customer service. The team offers a full range of services including preventative maintenance, on-call repairs and replacements, retrofits, tenant finish-outs, and engineering solutions to meet diverse commercial HVAC needs. The division emphasizes both internal growth and strategic partnerships with national facility management firms.

Travis has a rich background in leadership, having held leadership roles in the US Navy as well as various leadership positions in project management, field service, engineering, and operations. He is dedicated to applying the principles of superior customer service to all stakeholders—both internal and external. Whether it’s end users, accounts receivable, accounts payable, or service technicians, Travis ensures that every individual is treated with respect, commitments are upheld, and “white glove” service is provided to all.

Day 1: The AI-Powered Service Revolution

1:00 PM Workshop 8: Creating a Customer-Centric Service Culture

In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.

Key Takeaways:

  •  Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
  • Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
  • Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
  • Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.

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

Download The Latest Agenda