service background. ServiceMax is actu-
ally quite novel in that it wanted people
from the service domain to help it create
service products.” Although service
is his current specialty, it was supply
chain logistics to which Notter became
accustomed to early in his career. It was
attempting to reconcile these two some-
times mutually contradictory sectors,
he explains, that fuelled his overallinterest in field service management.
“I needed to understand both and then
try and find a mutually beneficial solution.
Moving to a cost-centric approach made
it very enjoyable. Technicians generally
become technicians because they want
to fix things.”
ServiceMax’s pioneering adherence
to improving customers’ service distin-
guished it from other software providers270
FEBRUARY 2021SERVICEMAX