As service becomes more digital, more data-driven, and more outcome-focused, the role of the technician is undergoing a profound shift. Today's technicians are expected to fix increasingly complex equipment, navigate digital tools, manage customer expectations, and surface insights that drive quality, sales, and sustainability, often with limited time, training, or support.

This closing panel brings together experienced field technicians to share what's top of mind right now: the realities of day-to-day work, the tools that help (and hinder), where upskilling is most urgently needed, and how they see the future of the role evolving. More importantly, the discussion is designed to give executive leaders a clear, unfiltered view from the front lines, highlighting where organisational decisions are creating friction, and where they can unlock performance, engagement, and trust. Hear illuminating perspectives to help you:

• Gain a clear view of the real obstacles technicians face daily, from tools and processes to administrative burdens, and how these impact productivity, customer satisfaction, and operational performance
• Learn which technical and soft skills are most critical for the evolving service role, helping you prioritise training, talent development, and workforce planning initiatives
• Discover which digital systems and tools truly enable technicians in the field, and which create friction, so you can make better decisions on technology investments and adoption strategies
• Understand how experienced technicians capture and share knowledge, understand risks from workforce turnover, and explore strategies to retain institutional expertise for long-term service excellence
• Explore the technician perspective on where the role is heading in the next 3–5 years, and identify actionable opportunities to make the role more impactful, attractive, and sustainable