Unlocking the Power of Technology & People to Deliver Streamlined, Efficient, Field & Customer Services
August 26 - 27, 2025 | Royal Randwick Racecourse, Sydney
Main Conference Day Two : Wednesday, 27 August 2025
9:00 am - 9:05 am
Chair's Opening Remarks
Bonita Carroll -
Consultant,
Bonita Carroll Consulting
9:05 am - 9:45 am
Panel Discussion | Optimising Field Teams in a Talent-Constrained Market
Paul Cook -
Former - Executive General Manager of Growth and Emerging Markets,
BSA
Luai Al-Mahbashi - BMA Project Manager & Field Service Engineer, Environmental Automation
Sai Kasivajjula - Manager Field Service - NSW/ACT, Electrolux Group
Bonita Carroll - Consultant, Bonita Carroll Consulting
With ambitious infrastructure goals set across Australia for the next five years, competition for skilled talent is fiercer than ever. The challenge of attracting and retaining employees is compounded by the slow pace of training new workers to meet demand. This panel will explore innovative strategies for optimising field service teams in this competitive environment, focusing on leveraging technology, upskilling existing employees, and implementing strategic workforce management. Speakers will share insights on how to attract top talent, retain skilled workers, and develop capabilities within teams to maintain high performance while meeting infrastructure and operational demands.
9:45 am - 10:15 am
Saartha Address | AI Meets Infrastructure: 5 Keys to Unstoppable Service Delivery for Critical Asset Infrastructure
Bhaskar Pilla -
Founder,
Saartha
- Boost user adoption and partner collaboration to enable uninterrupted operations at scale.
- Harness location intelligence for smarter service decisions and faster response in the field.
- Choose the right Field Service Management solution to drive AI adoption and digital resilience across critical asset infrastructure.
Sponsored by: Saartha
10:15 am - 10:55 am
Panel Discussion | Addressing the Skills Shortage: Programs to Boost Untapped Talent
Amy Mcilvenie -
NSW lead,
Mas National
Abby Kempe - Major Projects and Major Partnerships Manager, Tradewomen Australia
Bonita Carroll - Consultant, Bonita Carroll Consulting
This session will examine innovative programs aimed at tackling the skills shortage in field service management, focusing on lessons learned from successful initiatives. Speakers will share strategies for attracting and developing untapped talent through diverse recruitment pipelines, upskilling opportunities, and practical adjustments to meet workforce needs. The discussion will provide actionable insights to help build a sustainable and inclusive workforce.
10:55 am - 11:25 am
Morning Break
Grab a coffee, have conversations, and start making the connections that are valuable to you.
11:25 am - 12:05 pm
Panel Discussion | Balancing Operational Efficiency with Customer Experience
Joeanne Fox -
Advisor,
RiverCity Strategy
Harrison Sangster - Director: Service Division, Remax Doors
Helen Falk - Customer Account Manager, LMN Plumbing
Alexandra Craggs - CX Portfolio Director, IQPC Australia
This panel will explore the delicate balance between driving operational efficiency and maintaining exceptional customer experiences. Experts will discuss strategies, technologies, and best practices to optimise operations without compromising on service quality or customer satisfaction.
12:05 pm - 12:35 pm
Airpowered Services Presentation | Are Your Customers Truly at the Heart of Your Operations?
Quentin St Baker -
National Operations Manager,
Air Powered Services
12:35 pm - 1:15 pm
Panel Discussion | Customer Driven Field Service: Putting the Customer at the Heart of Culture and Operations
Craig Mendel -
Head of IT Customer Experience,
Uniting
Anthony Cook - Asset Management Strategist, Enerven
Alex Lassauniere - Enterprise Architect, CEA
This panel will delve into the future of field service, focusing on how customer-driven approaches are shaping personalised and proactive experiences. Panellists will discuss the role of data, technology, and customer feedback in delivering tailored services that anticipate needs and enhance satisfaction.
1:15 pm - 2:05 pm
Lunch Break
Step away from the stage, grab a bite to eat and take some time to chat with new connections and explore the expo!
2:05 pm - 2:50 pm
Workshop One | Sustainability and Reducing Carbon Footprints in the Field Service Industry
Benjamin Clements -
Solutions and Service Manager - APAC,
Kempower
This workshop will facilitate an open group discussion about different initiatives organisations have undertaken to reduce their environmental impact while delivering exceptional service to their clients. The workshop will discuss initiatives such as vehicle fleet electrification, service scheduling/planning efficiencies, energy efficiency and ESG commitments, strategy, compliance and reporting.
2:50 pm - 3:35 pm
Workshop Two | Planning for Transition: The Road to Sustainability
Simon Roycroft -
Manager Future Fuels,
Refuelling Solutions
This workshop will explore the critical steps organisations must take to transition towards sustainable practices, focusing on long-term strategies for environmental, social, and economic sustainability. It will examine insights on integrating sustainability into business models, overcoming challenges, and driving impactful change across industries
3:55 pm - 4:10 pm
Afternoon Break & Close of Conference
