Analyst Profile

Jim Robinson

Jim Robinson

Sr Director Analyst

8 years at Gartner,  30 years industry experience

Location:  WI USA  | Language(s):  English

Roles and Responsibilities

Jim Robinson is a Sr. Research Director in Gartner Research for the Customer Service and Support team in the Sales & Customer Service practice. His research focuses on enterprise field service management, including agreement management, operations, performance management and mobile workforce management. He also covers workforce engagement management, which includes contact center workforce optimization, quality management and employee recognition. In customer service use cases, Mr. Robinson covers machine customers, augmented reality and customer empathy. Mr. Robinson has over 20 years of field service experience, spanning ERP/field service implementation, development, business process re-engineering and executive leadership.


Previous Experience

Before joining Gartner, Mr. Robinson owned Professional Services business strategies with focus on improving time to value by offering innovative implementation methodologies, change management and technical services. He also drove product functionality prioritization, field service management integration with ERP, and migration to SaaS infrastructure.

Professional Background

  • MSI Data, VP Product Management and Technical Services, 2 years
  • WennSoft, Director Advanced Services and Business Solutions Architecture, 18 years


  • Accounting, Marquette University
  • Certified Public Accountant, Department of Safety and Professional Services

Industry Awards/Accolades

  • 23 Field Service Influencers to Follow