A powerful exploration of women's leadership in field service industries, challenging stereotypes and demonstrating how diverse teams drive business success through integrity, communication, and commitment.
Her Story
About Michelle
I've been in the field service industry for about 25 years, and it all started when I was working two jobs to support my family as a single mom. I began at Roto-Rooter plumbing at night while holding down an administrative assistant job during the day, and I quickly moved up to become a CSR and then dispatcher because I saw how things could be done better and more fairly. What really inspired me was watching dispatchers play favorites and hold jobs back from technicians, and I knew people needed to make a living based on their skill set, not personal opinions. From there, I became a general manager and just stayed in the industry because I found it so fulfilling. Every day is different, you're never bored, and you have to be a multitasker who can work under pressure. My last role was with Air Simplicity, where I handled operations and did everything for the company - customer service, dispatching, accounts payable and receivable, warranties, tech training, inventory, commercial contracts, you name it. I'm a NATE-certified Proctor, which means I could administer the rigorous certification exam to HVAC technicians, and I'm proud that we required all our techs to be NATE certified because it's like passing the bar exam for this industry. I also won the Biz Award in consecutive years for the company. What I'm most proud of throughout my career is that I've always put customers first and built real relationships with them - I'm still in contact with customers from 20 years ago. I would go the extra mile, like driving to their homes to personally deliver warranty information in a nice pamphlet, sitting down to have coffee with them, because to me they weren't just customers, they were my friends. I believe in exceeding customer expectations every single time, and I've worked on wedding anniversaries and been available 24/7 because I never wanted to let anyone down. I'm all about honesty and integrity, and I put my face and name out there representing the company, so everything I do has to be done right. I've helped companies grow by creating processes, improving efficiency, organizing operations, and building strong teams and vendor relationships. I'm a big team player and I don't like hearing 'that's not my job' - I've done everything from warehouse work to selling units to customers because I believe every job is my job if it helps the company and the customer.
Her Interview
Ten minutes with Michelle
01What do you attribute your success to?
I attribute my success to staying focused on being solutions-oriented and building strong teams and customer relationships. From the very beginning, I've been committed to exceeding customer expectations and creating long-term business relationships, not just one-time transactions. I'm all about organizing companies and making them more efficient through accountable operations and clear processes. Team leadership has been huge for me - I work to build trust with my technicians and get them to see that we're all working together toward the same goal. I also believe that knowledge is power, so I'm always learning and staying on top of industry changes. Good relationships with vendors matter too, because you need those partnerships to deliver quality service. At the end of the day, it comes back to honesty and integrity in everything I do, and making sure I'm representing the company and myself with accountability. That's what has allowed me to help companies grow and keep customers coming back year after year.
02What’s the best career advice you’ve ever received?
The best career advice I've ever received is that knowledge is power, and that has really stuck with me throughout my career. But the other piece of advice that has guided everything I do came from Mattress Mack at Gallery Furniture when I was his customer service manager. He taught me that customers are everything - without them, you wouldn't have any jobs. That philosophy has shaped how I approach every single customer interaction. I've always told my technicians that if customers trust you and you give them knowledge and options, they'll keep coming back. It's about going beyond what's expected - if you see an elderly customer, move their garbage can for them, change a bad light bulb, do those little things that show you care. Customers remember those things, and that's how you keep them for life. It's all about building trust and relationships, not just completing transactions.
03What advice would you give to young women entering your industry?
I want women to know that they should not be deterred from entering the field service industry, even though it is a man-driven world. We need more women getting involved because there's so much more to it than just the technical side. There are opportunities in operations, inventory management, customer service, dispatching, and so many other areas. Yes, you're going to be working mainly around men, and I understand that can be intimidating at first. But here's what I've learned - if you show up as a team player and earn their trust, they grow on you and you become their favorite person. They'll come to you for everything because they know there are things we can do that they can't. Once they trust you, the dynamic completely changes. So don't let the male-dominated nature of this industry scare you away, because you're really making a difference and there are incredible opportunities for women who are willing to step into this field.
04What are the biggest challenges or opportunities in your field right now?
The biggest challenge right now is the economic situation and how it's affecting customers' willingness to spend money. HVAC units have gotten incredibly expensive - units that used to cost around $7,000 have jumped up to $12,000 because of changes in the refrigerant regulations. We went from R22 to R410A, and now they've switched to a butane-based system, and the costs have skyrocketed. On top of that, COVID really impacted the quality of units from certain manufacturers, and that quality just hasn't been the same since 2021. Another struggle is with commercial maintenance contracts - landlords require tenants to have maintenance contracts to keep up the units, but companies are struggling to price them competitively while still maintaining a profit margin. We were always the cheapest in the area, but that created its own challenges. The key to overcoming these obstacles is communication with customers and helping them understand the value, but it's definitely a tough environment right now with people being afraid to spend money.
05What values are most important to you in your work and personal life?
Honesty and integrity are absolutely the most important values to me, both in my work and personal life. I live by these principles in everything I do. During my recent time not working, I've had companies reach out to me, and I've turned down opportunities because I knew those companies didn't operate with the honesty and integrity that I require. When I put my face and name out there representing a company, I'm representing the owner and the brand, so I have to do everything with complete honesty and integrity. Team leadership is also huge for me - I believe in being a team player and I don't like hearing 'that's not my job' because I'm willing to do everything myself to make a difference. I believe that the way I perform my job is a reflection of my character as a person. If you're going to be a man or woman of your word, you have to back it up with action, because without your word, you don't have anything. That's how I've always lived my life, and it's non-negotiable for me.
Her Content Hub
Articles by Michelle
Breaking Barriers: Women Leading the Future of Field Service
Breaking Barriers: How Women Are Reshaping Leadership in Field Service Industries
For many years, the field service industry has been viewed as a male-dominated profession. Whether in HVAC, mechanical services, construction, logistics, or facilities management, leadership positions have traditionally been occupied by men. As a woman who has spent much of her career leading operations, managing technicians, driving business growth, and overseeing field service teams, I have learned that leadership is not determined by gender—it is determined by knowledge, commitment, integrity, and the ability to inspire others.
When I first entered the industry, I quickly realized that earning respect required more than simply holding a title. I had to demonstrate that I understood the business, could solve problems under pressure, and was willing to make difficult decisions. Like many women in leadership roles, I faced assumptions that I would not understand technical operations or be able to lead teams made up primarily of men. Rather than allowing those perceptions to define me, I focused on delivering results.
Throughout my career, I have managed technicians, dispatch teams, customer service departments, and daily operations for multimillion-dollar service organizations. I learned that effective leadership is not about being the loudest person in the room. It is about building trust, creating accountability, and empowering employees to succeed. The most successful leaders listen, communicate clearly, and lead by example.
One of the greatest opportunities for women entering field service industries today is the growing recognition that diverse leadership teams drive stronger business performance. Women often bring unique strengths in communication, collaboration, customer relations, strategic planning, and team development. These skills are critical in industries where customer experience, operational efficiency, and workforce engagement directly impact profitability.
To women considering a career in field service, my message is simple: do not allow stereotypes to limit your potential. Learn the business. Ask questions. Embrace challenges. Develop your technical knowledge and leadership skills. Most importantly, believe in your ability to contribute at the highest levels.
Success is not achieved overnight. There will be obstacles, setbacks, and moments when you must prove yourself repeatedly. However, every challenge becomes an opportunity to grow stronger and more confident. The barriers that once existed for women in field service are steadily being removed by those willing to step forward and lead.
As leaders, we also have a responsibility to support the next generation. Mentoring, encouraging, and creating opportunities for women entering the industry will help build stronger organizations and a more diverse workforce. When women see other women succeeding in leadership roles, they begin to see new possibilities for themselves.
The future of field service depends on attracting talented individuals from all backgrounds. By embracing diversity, fostering inclusion, and investing in leadership development, our industry will continue to evolve and thrive.
I am proud to be part of that evolution. My hope is that my journey encourages other women to pursue leadership opportunities, challenge expectations, and recognize that there is no limit to what they can accomplish.
The field service industry needs strong leaders. It does not matter whether those leaders are men or women. What matters is the impact they make, the people they inspire, and the legacy they leave behind.
Join Influential Women and start making an impact. Register now.