Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Aly Pinder Jr, Program Director of Service Innovation and Connected Products at IDC.

Aly is a seasoned expert in the field service industry, technology, and innovation and he always thinks forward and spots the upcoming trends in the industry.

During the conversation, the two discuss a wide range of topics related to the evolution of service, the rapid changes, and challenges that occurred during the last year, and what organizations should do to adapt and prepare for the future.

In this excerpt from that full interview, the two discuss the importance of the role of the service engineer and how the traditional service delivery positions itself with the mass adoption of remote services.