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Gartner Expert
Jim Robinson
Sr Director Analyst
Jim Robinson is a Research Director in Gartner Research. His research focuses on enterprise field service management, including agreement management, operations, performance management and mobile workforce management.
Mr. Robinson has over 20 years of field service experience, spanning ERP/field service implementation, development, business process re-engineering and executive leadership.
Roles and responsibility
CIO, VP Service, IT Application Leader, Director Field Service
Previous experience
Before joining Gartner, Mr. Robinson owned strategies for improving time to ROI from software purchase by offering best-of-breed implementation methodologies, change management and technical services. He assisted on product functionality prioritization and SaaS infrastructure.
Professional background
MSI Data
VP Product Management and Technical Services
WennSoft
Director Advanced Services and Business Solutions Architect
Areas of coverage
Applications and Software Engineering Leaders
Customer Relationship Management and Customer Experience (retired)
Education
Certified Public Accountant, Department of Safety and Professional Services
Accounting, Marquette University
Top Issues That I Help Clients Address
1What vendors can help better optimize field service preparation, scheduling and technician enablement?
2How do I measure field service improvements?
3How does field service interact/integrate with CRM, ERP, GIS?
4What technologies, such as IoT, HMDs, wearables, AI, drones should I be evaluating in field service?
5How do field service, customer service and finance interact?