I’m Bruce Breeden, founder of Field Service Resources. I started in field service with the NCR Corporation at age 19, just after completing electronics training in the US Air Force and serving in the Reserves.  After leaving NCR, I  worked for Beckman Coulter and Thermo Fisher Scientific while completing my bachelors degree and MBA through evening study. I was taught to be a professional field service engineer when at Beckman Coulter and had the great fortune of working in many management roles including global services leader, corporate adoption and learning leader, service marketing, and service VP over my career.

After a few decades and due to aging parent care, I have left the corporate field service leader role and now own a field service training and consulting practice where I work with clients around the world on field service management, technician development and training, and mobile systems technology.

I published a book, The Intentional Field Service Engineer, in 2016 to attract and develop new talent for field service, and to give back to this wonderful industry. I also contribute articles to trade journals and speak at service organization events and field service management conferences.

I’m a frequent speaker at service conferences and company events. I also contribute articles and blog posts to Field Technologies Online and CIO Applications.

I work with your organization as a trusted advisor with outcome-based focus.

Experience-based field service consulting

MBA with concentration on strategic customer care

Published author, The Intentional Field Service Engineer

Contributing writer for Field Technologies Online

Service Operations
Revenue and profit improvement
Integration
Scalability
New business lines
Change leadership
Industry service safety
Customer experience optimization
Service Marketing
Service portfolio
Program management
Pricing
Innovative customer value propositions
Customer acquisition
Customer retention
Training and Development
Field Technician / Field Engineer soft skills - Mastering role as trusted advisor brand ambassador
Field Service Manager -- Effective coaching and leading high performance service teams
Digital transformation
Selecting and implementing field service management systems
Mobility solutions

Field Service Management Career

Over the past 30 years, I proudly served these organizations in various field service management and consulting roles.

Real-World Business Experience

  • Operations responsibility of $115MM, global business with over 450 direct employees.
    Integrated multiple business units through acquisition with disparate process, systems, compensation and culture.
  • Led global ERP/CRM Oracle system implementation including Corporate Adoption and Learning Leader for a $2B publicly held corporation.  Served on Executive Steering Committee with corporate executive leadership team and the Project Management Office. Worked directly with Deloitte Consulting. Later implemented a IFS/Metrix FSM system for a $100MM privately held corporation.
  • Managed $20MM specialized service fleet, upgraded with electronic commercial driver logs, GPS and improved utilization.
  • Transformed a traditional $70MM break-fix service business to a Customer Technical Support organization with new processes and marketing programs for added professional services and applications-based instrumentation.  Conducted a full organization development plan to lead change.
  • Negotiated corporate service contracts and managed strategic corporate relationships for direct sales, business development and 3rd party sales.
  • Started a distributor field service organization with new accounting, staffing, sales and business process.
  • Created an exclusive field service operating practice to improve engagement, goal achievement and on-going professional development of the entire organization, with operating metrics and core data.
  • Developed a FDA compliant IQ/OQ instrument validation program for scientific instruments and continuous wireless temperature monitoring.
  • Managed ISO/A2LA 17025 calibration lab operations.
  • Established a new field service technician recruiting, on-boarding, compensation, training and retention program.
  • Direct leadership of international field service business.
  • Led industrial safety program creation and dramatically lowered EMR rating and changed organization culture.
  • Public speaking at industry events, organizations and executive management.
  • Published business author and contributing trade journal writer.

Bruce Breeden can provide expertise and guidance for your field service business to improve revenue growth, customer loyalty, operations efficiency, technology implementations, and employee training and development, safety and inventory management.