Leadership in the Field

Leadership in the field is more than knowing how to perform a service; it’s the balance between technical expertise and genuine human connection. Strong field leaders anchor their work in confidence, competence, empathy, professionalism, and a commitment to continuous learning.

Confidence is essential, but it must be grounded in humility. Customers trust a technician who speaks with assurance. That confidence only holds weight when paired with competence—the solid technical foundation built through proper training, licensing, and a deep understanding of procedures. When a leader knows their craft, every decision in the field becomes more effective and efficient.

Equally important is the human element. Empathy shows up through active listening, understanding customer concerns, and involving them in the solution. Professionalism reinforces that trust: clean uniforms, well-maintained equipment, and using the right tools signal reliability before a single word is spoken. These small details shape the customer’s perception of the entire company.

True leadership also requires a growth mindset. Field leaders stay open to learning, take time to educate customers, and share knowledge with teammates to ensure consistency across the team—a key ingredient in delivering dependable service.

When these traits come together, they create a field leader who is trusted, effective, and capable of elevating the entire team’s performance.

Geraldine O’Sullivan is a Service Manager for Orkin Canada, based in Edmonton. She has been in the industry for 14 years, starting as a Technician and moving on to leadership as a Service Manager. A big focus in her career has been safety – she served on Health and Safety committees for many years. Geraldine enjoys training and guiding technicians for success. She has a passion to bring quality educational opportunities to the members and to advocate for positive changes to the industry.