Is field service software/automation actually an asset to service companies, or just another technological nightmare?
Recently, we brought on a pivotal addition to the MSI Data team who is ready to answer this question: a new Product Management Leader.
Steve Berry is a seasoned technology leader and software design expert and has years of experience with multiple Software-as-a-Service companies. Steve’s recipe for success involves investing in people, processes, and data-driven decisions. With a passion for not just solving immediate problems but building solutions, he has created lasting results in outstanding customer experiences and is excited to bring this to MSI Data.
As a newcomer to the field service industry, Steve is in a unique position, equipped with years of software knowledge yet seeing a new industry for the first time. What might it look like through the eyes of a software expert?
Read on to get to know Steve, and a software professional’s view of the field service industry, a little better.
1.This is your first foray into the field service industry. What’s been your first impression of the industry so far?
My first impression of the field service industry is that it’s a lot like a symphony. Everyone has their part, from the executives to the dispatcher/scheduler to the technician and eventually to the finance department, and all are essential to creating harmony and a pleasurable experience.
The level of coordination necessary to get the right technician with the right skills who has the right equipment to the right place at the right time makes it even more impressive. The diversity and complexity of the market is fast-paced and ever-evolving, which means that efficiency, adaptability, and innovation are critical.
2. What are some problems you see on the forefront of the field service industry?
From the start, I recognized a key challenge in this industry is efficiency. As our customer’s expectations continue to be elevated and our customer’s customers want instant gratification, a Field Service Management solution must help our clients take and process orders as quickly as possible while maximizing technician utilization and finally give their end customers a sense of value for the services provided.
It will also be a challenge to begin retrofitting emerging technologies like AI and IoT into existing products to make them more autonomous, efficient, and predictive. All while trying to attract and retain skilled technicians in a job market that is increasingly competitive.
3. Have you been surprised by the amount of partnerships/integrations in the space?
In some ways, absolutely! The sheer number of connections in the field service management space is both surprising and encouraging. It shows that the leaders in the industry value collaboration and recognize the need for a seamless customer experience. The need for integrations between the FSM and a client’s business-critical systems may be obvious, but the efforts to build and implement them aren’t as easily understood, which makes it challenging for customers to see that no one is an island, and the value is tremendous.
“Embracing technology in the right way makes companies stronger, faster, and better.”
4. Do you think field service software/automation is actually an asset to service companies, or just another technological nightmare?
Digitizing work order management, scheduling/dispatch, inspections, and billing are a huge asset to companies despite the effort to implement them. When done correctly, FSM software should increase a business’s efficiency, profitability, reliability, and value in their customer’s eyes.
Technology is like a super-power – it gives companies the ability to see the future by anticipating their customers’ needs, as well as respond faster than ever before. It maximizes the company’s ability to utilize their work force, deliver their services, and create an even more delightful experience for their end-customer. And it’s never about replacing people, instead it’s about giving them the tools to do their jobs better.
5. From your perspective, why should companies put their trust in software?
Software is now the backbone of modern business operations. It allows one to turn data into action and then measure that action quickly and accurately. Trusting software means trusting the people who created it and allowing their innovation to help you progress. Software can eliminate repetitive tasks and speed up complex tasks through automation while creating a continuous improvement through new features and functionality.
Embracing technology in the right way makes companies stronger, faster, and better.
6. What’s one thing that drew you to working here at MSI Data?
The first thing that drew me to MSI Data as a new place to work was the Opportunity, then it was the People. When researching MSI Data, it was clear that they were in the first phase of the “Storming, Forming, Norming, Performing” process for the last few years and the opportunity to help lead that transformation excited me. But then, after meeting the team during the interview process, I was blown away by the amazing people who work here. They are friendly, passionate, competent, and innovative. I’ve been part of amazing teams in the past and a great corporate culture is a non-negotiable for me. When I was offered the role, I didn’t hesitate to accept.
7. You mentioned your love for innovation: what Service Pro features or implementations are you looking forward to working on this year?
I’m particularly excited about exploring Optimization – particularly in how Field Service Techs are assigned and routed between appointments. By helping our schedulers and dispatchers make the difficult choices of getting the right person to the right place at the right time, maximizing their utilization and increasing profitability, while decreasing fuel and other costs, I believe that Service Pro will stand out to both new and existing customers.
While we’re designing these new features, I plan to enhance our users’ experiences by making our software more intuitive and delightful to interact with.
Finally, I’m looking forward to exploring more integrations that will broaden our reach and make room for new customer business-systems to streamline their operations. Ultimately, I see Service Pro as not just another software tool, but continuing to be a comprehensive solution for all field service needs.
8. You’ve had a lot of fun ‘pivots’ in your career—what’s something that made you interested in pursuing tech for a career?
Beginning my career as a software developer, I’ve always been involved with tech… but pivoting from that into product management seemed a natural evolution. As I took on bigger and more diverse challenges, my skills and knowledge grew beyond just writing code. Understanding the ‘why’ behind our customer’s or user’s needs and really focusing on what problem we’re trying to solve became my passion. I’ve always had a knack for creating innovative solutions so expanding that to encompass entire portfolios appealed to me.
9. Any advice for someone looking to get into a career in your field?
Technology is an interesting field. Unlike medical or some other profession, people can enter tech from widely varied backgrounds or educations. The most common route is to get a technology-related degree or training… but I can’t stress enough that anyone can be in technology if you have a logical mindset and like solving problems. To specialize in software product development, you need to have a foundation of business acumen, a knack for strategic and critical thinking, mixed with great project management skills. Overall, your ability to understand “Why do you need a solution?”, “What is the value of a solution?”, “Should we provide a solution?”, and finally “What is the best solution for our customers/market that we can build?” are critical. Having world-class interpersonal skills helps too. But the best way to be successful in this field is to gather excellent mentors and learn from their wisdom.
CONCLUSION:
At MSI Data, we run on 5 culture codes: Integrity, Innovation, Community, Passion, and Quality. Learn more about Steve and our leadership team here, and while you’re at it, explore our current open career options.
