Jan van Veen, author ‘Customer Centric Innovation for Sustainable Growth’
Jan van Veen has just finished a temporary service leadership role at Hologic (healthcare and medical diagnostics), before which he held a number of leadership and catalysing roles with manufacturing and engineering companies in Europe. Jan’s mission is to accelerate service transformations of manufacturers, hence better meeting customer needs and driving sustainable growth. He was co-founding partner with Noventum Service Management for 9 years, and co-authored the book ‘Customer Centric Innovation for Sustainable Growth’.
“Field service is hardly a technical/diagnosing function but a trusted advisor function delivering knowledge services and a branded customer experience. In future service portfolios will develop significantly towards high value, business related services next to maintenance and availability services. Diagnostic capabilities will move from the field engineers to the equipment and smart service centres. Field service will increasingly focus on specific tasks to replace a component, requiring less technical skills.”