Date & time
Thu, Dec 10, 2026 from 10:00 AM to 11:30 AM. (Europe/Stockholm)Leading people, developing talent and building the next generation of service.
As service organizations evolve, leadership is becoming as critical to success as technology and operational performance. Yet attracting, developing and retaining the right people remains one of the industry's greatest challenges.
How do we build service organizations where people feel empowered to contribute, knowledge flows freely, and career development is more than a promise? And what must today's leaders do differently to prepare their teams for the future?
This edition of Copperberg Select brings together two experienced service leaders to explore the human side of service transformation. Through two candid fireside conversations, we examine the leadership philosophies, practical initiatives and lessons learned that help organizations build stronger teams, develop future talent and create lasting performance.
Fireside Chat 1 | Leading Beyond the Numbers: Building Trust, Culture and Capability in Service
Kris Meuleman, Head of Competence Development, Renault Trucks Belux.
Great service leadership is not simply about setting targets and managing performance. It is about creating an environment where people can make decisions, learn from mistakes, challenge assumptions and contribute their knowledge.
Drawing on his international leadership experience, Kris shares the lessons that have shaped his approach to building teams and developing capabilities across service organizations and dealer networks.
Discussion highlights:
- Leadership lessons learned through experience, including the value of diverse perspectives and complementary personalities.
- Building trust and accountability while empowering people to make decisions.
- Breaking down silos and creating cultures where knowledge is shared across the network.
- Recognizing initiative and creating an environment where people want to contribute.
- Developing the next generation of service leaders and strengthening service's representation at executive level.
Fireside Chat 2 | Building Careers, Not Just Filling Vacancies: Rethinking the Field Service Workforce
Samantha Campbell, Senior Director, Field Service International, Brightstar Lottery.
Attracting talented technicians is only the beginning. Retaining them requires meaningful career opportunities, recognition, a sense of belonging and a clear understanding of what professional growth can look like.
Samantha shares her experience of developing structured career pathways, mentoring programmes and a culture that supports technicians throughout their professional journey.
Discussion highlights:
- Rethinking recruitment and retention in a changing field service workforce.
- Creating transparent career pathways that give technicians visibility into their future.
- Developing technical specialists without making management the only route to progression.
- Using mentoring to strengthen knowledge transfer, engagement and loyalty.
- Building community and belonging across geographically dispersed field teams.
- Recognizing the evolving skills required of tomorrow's field service professionals.
- What will define the next generation of service leadership?
Who should attend?
Designed for senior field service, aftermarket, service operations, workforce development and competence development leaders responsible for building high-performing teams and preparing their organizations for the next generation of service.
Key takeaway: The future of service will not be defined by technology alone, but by the leaders who enable people to turn knowledge, capability and initiative into meaningful customer and business outcomes.
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