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
9:05 am - 9:45 am
Panel Discussion | Optimising Field Teams in a Talent-Constrained Market
Paul Cook -
Executive General Manager of Growth and Emerging Markets,
BSA
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
Partner Address | Hybrid Workforce Models: Balancing On-Site & Remote Service Delivery
This partner address will discuss the benefits and challenges of hybrid workforce models, focusing on how to effectively balance on-site and remote service delivery to optimise efficiency, customer satisfaction, and employee performance.
10:15 am - 10:55 am
Panel Discussion | Addressing the Skills Shortage: Programs to Boost Untapped Talent
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 - 11:15 am
Morning Break
Grab a coffee, have conversations, and start making the connections that are valuable to you.
11:15 am - 11:55 am
Panel Discussion | Balancing Operational Efficiency with Customer Experience
Joeanne Fox -
Group Strategy Manager: Northeast Engineering & BCH,
Northeast Auto Group
Harrison Sangster - Director: Service Division, Remax Doors
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.
11:55 am - 12:25 pm
Partner Address | Enhanced First-Time Fix Rates for Customer Delight
This case study will explore how a company improved first-time fix rates through targeted strategies, technology integration, and process optimisation, leading to enhanced customer satisfaction and operational efficiency.
12:25 pm - 1:05 pm
Panel Discussion | Customer Driven Field Service: Putting the Customer at the Heart of Culture and Operations
Quentin St Baker -
National Operations Manager,
Air Powered Services
Anthony Cook - Asset Management Strategist, Enerven
Gaurav Tilak - Region Service Manager - NSW, Waters Corporation
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.
1:05 pm - 1:55 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!
1:55 pm - 2:55 pm
Workshop One | Sustainability and Reducing Carbon Footprints in the Field Service Industry
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.
2:55 pm - 3:55 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
