Field service needs to move beyond reactive break-fix because waiting for equipment to fail leaves diagnosis, parts coordination, and repair planning until after customers experience disruption. For operations and service strategy leaders, the goal is to prevent avoidable failures and prepare more effectively for those that still occur. Proactive maintenance, remote diagnosis, and accessible service knowledge can support that shift without eliminating the need for on-site repairs.

A live conversation at the 2026 Field Service Next East conference connected this transition to both customer needs and workforce capacity. Cara Hibbard, Vice President, Field Service Operations at Philips, explained: "This is about scaling their expertise, not replacing it." She described the delays involved when engineers travel to a hospital, diagnose equipment, search for information, and determine which parts they need. Philips' direction centers on making that expertise more accessible and coordinating repairs to minimize disruption to patient care.

Service Next Insights' The State of Field Service in 2026 found that 69% of the 100 senior leaders surveyed reported using proactive maintenance programs. The finding shows that proactive approaches are common among respondents, although it does not establish that they have replaced reactive service entirely.

Start by reviewing recurring failures and identifying where diagnosis, knowledge searches, or parts availability delay resolution. Select one equipment category or failure pattern for a focused improvement effort, and involve remote support and field engineers in designing the workflow. Track equipment downtime and repair readiness so you can assess whether earlier intervention and better preparation improve customer outcomes.

Join operations and service strategy leaders at Service Next West to explore how proactive service and better repair coordination can help protect customer uptime.