Q & A with Steve Mason
General Manager, Field Service Management
What are the main goals of your department?
We’re focused on growing our FSM customer base and revenue to achieve our goals for this year. To do this, our plan is to increase the value we deliver to our customers, which will lead to greater customer retention. Through 2023, we want to continue to build our go-to-market momentum and infrastructure to support exceptional growth in 2024 and beyond.
What are your main duties as general manager?
Along with supporting our sales, channel, and FSM implementation teams, we also work with marketing and the business development relations team to build a strong pipeline to support growth. We strive to ensure GPS Insight is recognized as a thought leader in the market, and we want to be sure people realize the value that our fleet and field capabilities deliver to customers.
We collaborate with product management to help advance the FieldAware platform into a clear leadership position in our target markets. Overall, we work with the customer success and support teams to increase the value we deliver to our customers and capitalize on the fleet and field vision.
What are some of your challenges and successes?
The opportunity with FSM is immense, and the challenge is to remain focused on the priorities of our go-to-market strategy to ensure we can maximize our growth potential. Not every fleet has an FSM need, but all FSM businesses have a fleet, and only one third of field service providers have deployed a fleet management solution.
As we continue through 2023 to release more components of the connected fleet and field solution, the innovation we enable will be critical for field service providers that are grappling with reducing emissions and increasing governance controls, all while continuing to deliver on their customer service commitments.
Since FieldAware joined the GPS Insight team everyone has been amazing to work with, there is a strong customer-centric culture and high energy in the organization.
What are some of your past jobs?
I’ve been in the FSM market for over 14 years. Prior to GPS Insight I was COO and CRO of FieldAware. Before then I held leadership roles in ClickSoftware, including running sales in Europe, the Middle East, and Africa.
I’ve spent my career in the software industry, working in customer facing business applications, such as CRM, KB, and contact centers.
I’ve only lived in the UK but have had the opportunity to work in China, Australia, the U.S., and various places in Europe. It’s been a privilege to work in different cultural environments and they have influenced my overall perspective of work and life.
Tell me about FieldAware. How is field service management software helping people perform better?
FieldAware by GPS Insight has enabled our customers to increase the quality of service they provide by delivering by allowing them to consistently deliver on the service commitment promises they make.
We achieve that either in standalone mode, or more commonly, by extending their ERP system of record into their field operations. This ensures there is a single view of the customer and equipment under maintenance from the back office, to the field technician, to the end customer.
Through our industry-leading capabilities such as Smart Scheduling and FieldAware mobile, we are able to achieve significant productivity improvements at both an individual level as well as across groups of field technicians. These capabilities enable our customers to either deliver the superior service with less resources, or increase the services they provide without having to expand their field resources.
We are strengthening this capability through 2023 by merging fleet and field so we can bring critical fleet data into field service delivery decision-making. This will help customers reduce their environmental impact through lowering CO2 emissions per asset under maintenance, and their social and governance responsibilities by reducing driving incidents such as speeding, near misses, or accidents.
What are your plans for 2023, personally and in your department?
Our plan for 2023 is to hit and exceed our goals for growth and customer retention while building the infrastructure that will support much greater growth through 2024 and beyond, so we are materially contributing to our revenue and international goals.
On a personal note, my wife Julia and I are planning a walking holiday in the lake district in the Northwest of England.
When you’re not working, what do you like to do?
We have four adult children, and everyone is in and out all the time so there is always something going on. We also have two dogs and five cats. Julia is a vet nurse, so waifs and strays are always coming through the door.
I brew beer, and I find the whole process fascinating. There’s always something new to learn, and it’s really rewarding when friends enjoy the end result.
I’ve got a motorbike – a Triumph Speedmaster. Julia won’t go anywhere near it. It’s all about the journey for me. Getting out of the city and onto the open road gives you a real sense of freedom.