In this episode of UNSCRIPTED, host Sarah Nicastro recaps the key insights, standout sessions, and pivotal conversations from Field Service Next West 2026 in San Diego.

From balancing globalization and localization to redefining the service value proposition, this episode explores how industry leaders are navigating the intersection of technology innovation, talent transformation, and culture-driven leadership. Sarah shares her personal reflections from the event, highlighting the themes that will shape the future of field service.

🔑 What You’ll Learn:

Why standardizing and modernizing the tech stack is essential for scalable service
How organizations are positioning service as a revenue and outcomes-driven engine
The importance of customer obsession and truly listening to customer feedback
How employer brand and “emotional salary” impact talent attraction and retention
The role of technology and AI in strengthening field service culture
Why leaders must balance innovation with strong execution of core business functions
Creative approaches to recruitment and workforce development

🗣️ Featured Highlights:

Insights from the Women in Service Breakfast and Stand Out 50 Leadership Dinner

Brad Haeberle, Executive VP Services Smart Infrastructure Services at Siemens, discusses striking the right balance between globalization and localization, and why standardizing the technology stack is essential for scalability.
Sasha Ilyukhin, SVP of Services at Tetra Pak, shares insights on positioning service as a revenue engine and leveraging the Advanced Services Group’s “Four Es” framework—Explore, Engage, Expand, and Exploit—to continuously evolve customer value.
Tanya Singh, CCO at Biotronics3D, emphasizes the importance of truly listening to customers, especially when it comes to understanding where organizations may be falling short.
Marta Riggins, Strategic Consultant for Employer Brand and Engagement, introduces the concept of “emotional salary” and explains how strengthening employer brand is critical to addressing the industry’s talent gap.
James Mylett, CEO at Smart Care, explores how technology can shape and strengthen field service culture—from amplifying recognition to improving work-life balance for frontline teams.
Megan Schlam, VP US Services Execution (Operations) at Schneider Electric, discusses rethinking recruitment strategies and why there’s no one-size-fits-all approach to attracting the next generation of talent.

Timestamps

00:00 – Introduction from San Diego
00:01:40 – Globalization vs. Localization with Siemens
00:03:21 – Standardizing the Tech Stack for Scalability
00:04:08 – Service as a Revenue Engine & the “Four Es” Framework
00:05:03 – Redefining the Service Value Proposition
00:06:24 – Employer Brand & Emotional Salary
00:08:23 – Women in Service Breakfast Highlights
00:09:34 – Building Culture with Technology
00:11:33 – AI as a Partner in Precision Service
00:13:44 – Stand Out 50 Leadership Dinner
00:14:13 – Recruitment Reinvented with Schneider Electric
00:17:39 – Final Reflections & What’s Next

🔗 Helpful Links

Follow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland

Subscribe to The Insider Newsletter:
https://www.futureoffieldservice.com/newsletter

Follow Future of Field Service on LinkedIn:
https://www.linkedin.com/company/future-of-field-service

Learn more about the UNSCRIPTED podcast:
https://www.futureoffieldservice.com/podcast/

Field Service Next West 2026 Highlights | Key Takeaways from San Diego | UNSCRIPTED