Presented by Tom Wilk
Head of Content, IndustryWeek; Former Editor-in-Chief, Plant Services Magazine

This convention session presented findings from EASA’s 2026 Voice of the Customer research study, conducted in partnership with Plant Services and Endeavor Business Intelligence. Drawing on responses from nearly 600 industrial end users, the study examined the challenges, priorities, maintenance practices, purchasing criteria, and service expectations influencing decisions related to electromechanical equipment repair and maintenance.

The presentation highlighted significant differences between organizations that work with EASA member service providers and those that do not, revealing stronger perceptions of reliability, greater strategic focus, larger maintenance investments, and increased adoption of emerging technologies among EASA-affiliated customers.

The session concluded with a panel discussion featuring maintenance and reliability professionals from utilities, manufacturing, power generation, and consulting organizations who shared practical perspectives on supplier relationships, communication, quality, workforce challenges, predictive maintenance, and motor repair strategies.

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