Field Service USA 2014 (past event)

April 20 - 23, 2014

Omni Hotels & Resorts, San Diego, CA


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Main Day One

07:00 - 07:30 VIP Think Tank Hosted By Fleetmatics

This invitation-only executive boardroom discussion is your chance to discuss issues and challenges behind closed doors. For further information or to request an invitation, please email Executive Director Jen Montgomery at

07:30 - 08:10 Registration & Continental Breakfast

08:10 - 08:15 Welcome Remarks

Jen Montgomery, Executive Director, Field Service

08:15 - 08:30 Chairperson's Opening Remarks

Peter Hegyi, Outside Sales Director,ServiceSource International


Peter Hegyi

Outside Sales Director
ServiceSource International

08:30 - 09:00 Saying GoodBye To "Me Too" Service: Flexibility- Why It's Essential, Not Optional

Doug Spence, Managing Partner,Spence Associates
To kick off Field Service 2014, join Doug Spence as he discusses how to get the most out of your conference experience. Doug is a guru on networking and relationship management, whose services are sought after by major corporations around the world and also some of the biggest names in sport to help them manage their sponsorship obligations. This includes the biggest names in Soccer including David Beckham, Tennis, Ryder Cup Golf and Formula 1 Grand Prix. “Style Flexibility” is the secret to optimising relationships and effective networking soft skills..that deliver hard results..ignore them at your peril!

Doug Spence

Managing Partner
Spence Associates

09:00 - 09:20 Services At The Inflection Point: Transitioning From "Service" To "Care"

Alex Gray, Senior Vice President, Customer Services & Support,Juniper Networks
Regardless of the industry in which we work, we are all faced with common realities that are impacting our delivery of services: our products and the ways they are used are becoming more complex, the expectations of our customers are increasing, while at the same time, pressure builds for lower operational costs of services. Confronted by these realities, how will we deliver exceptional services that meet – and exceed - the needs of our customers and our shareholders? In this session, Alex Gray will share his perspectives on our challenges and opportunities. He will review key innovations that are transforming service delivery, such as secure service automation, design for serviceability, and the Internet of Things (IoT). He will outline a clear and cohesive service delivery vision, as well as actionable steps that will enable a pragmatic evolution from “service” to “care”.


Alex Gray

Senior Vice President, Customer Services & Support
Juniper Networks

09:20 - 09:40 Maximizing The Customer Experience To Increase Retention And Loyalty

Joe Pinto, Senior Vice President Technical Services,Cisco
Join Joe Pinto as he details the steps Cisco has taken to leverage service offerings while improving customer loyalty and satisfaction. Joe will discuss the importance of:
  • Determining how to add value beyond great service to your customers
  • Ensuring your customers evaluate the service experience beyond cost
  • Driving end users to relinquish self-service
  • Leveraging service offerings that competitors are unable or unwilling to offer

Joe Pinto

Senior Vice President Technical Services

09:40 - 10:00 The 'Amazon Effect' In Field Service: Satisfying The Empowered Customer

Kelly Frey, Vice President Product Marketing,Telogis
Kelly Frey, VP Product Marketing, Telogis will explore how the ‘Amazon Effect’, exhibited by customers wanting what they want when they want it, on their own terms, is requiring service fleet operators to invest in mobile applications and ‘location intelligence’ infrastructure to support it. The changing retail landscape is also opening up opportunities for service providers to support direct-to-home deliveries, installation and services for on-line retailers. How should fleets be responding now, and how can you be sure you are not going to get left in the dust going forward?

Kelly Frey

Vice President Product Marketing

10:00 - 10:20 Amplifying The Customer Experience With Sophisticated Measurement Tools

Renee Cacchillo, Vice President Service Delivery,Safelite Group
In this session, Renee illustrates the importance of utilizing measurement tools to enhance the customer's journey. Key items to consider include:

• What tools do you use to listen to customers?

• How do you apply learnings from customer data?

• How do you make measurement data meaningful to employees?

Renee Cacchillo

Vice President Service Delivery
Safelite Group

In this panel session, our experts pinpoint key tools to sustain continuous improvement throughout the service organization. Key takeaways include:

  • Embracing a culture shift to become more automated within the service organization

  • Using change management as a tool to drive productivity and profitability

  • Running service as a business as opposed to a cost center

  • Dedicating resources to change management implementation for communication and understanding across your businesses and regions

  • Determining the appropriate processes to handle the complexity of the businesses that are supported by your company


Chris Westlake

Director of Service
Hach Company (Danaher)


Dan Sullivan

Director of Field Service
Parata Systems


Bob Feiner

Vice President of Services
Dell Inc.

Brian McMillin

Customer Services Field Technology Manager
Southern California Gas

11:00 - 11:10 Field Service Innovation Spotlight

Jim Hare, Senior Vice President Of Sales,FieldOne

Jim Hare

Senior Vice President Of Sales

11:10 - 11:40 Morning Networking & Refreshment Break In The Solutions Zone

11:40 - 12:00 How M2M Communication Changes The World Of Service

Johannes Emmelheinz, President Siemens Mobility Services,Siemens Corporation
Service has developed over time from a must have break/fix to a professionally run business. Today instead of repair we sell system availability. To achieve optimized processes, IT must work with all departments to ensure continuous improvement. The latest significant step has been the introduction of M2M communication. Based on permanent online equipment and data from sensors, an automatic analysis has been put in place to detect deviations and problems instantly and put a predefined action in place. With the automated analysis we can act much more proactively and prevent system breakdowns. The result is higher availability and customer satisfaction. In this session, Johannes discusses the success of the Siemens Mobility Service.

Johannes Emmelheinz

President Siemens Mobility Services
Siemens Corporation

12:00 - 12:20 Run A More Profitable Fleet By Integrating Business Analytics Into Your Operation

Mark Yarmolich, Director Risk Management,Oil States
In this session, you'll learn how using other field organizations utilize business analytics tools, and integrate them with their back office to significantly increase business profitability. Learn how to set benchmarks, tackle issues and identify opportunities for improvement. Understand the value of receiving actionable data about your fleet, not just stacks of reports - making it easy to improve operations, save money, and increase service profits.

Mark Yarmolich

Director Risk Management
Oil States

12:20 - 12:40 Securing Commitment And Dedication From An Inorganic Workforce

Marcela Klachok-Monzo, Vp Operations, Panamericana,DIRECTV PanAmericana


Marcela Klachok-Monzo

Vp Operations, Panamericana
DIRECTV PanAmericana

12:40 - 13:40 Luncheon

Table 1: Maximizing The Customer Experience To Increase Retention And Loyalty
Hosted by Jeff Zirker, Senior Director, Global Technical Support, Americas, Cisco

Table 2: Topic TBD
Hosted by Bill Stuckert, VP IT Services, ATS

Table 3: What’s the Best Organization Model for Global Customer Service?
Hosted by Jerome Piche, VP Global Customer Service, bioMerieux

Table 4: Topic TBD
Hosted by Vic Malhotra, Head of Defense Sector Deployed Services, Rolls-Royce

Table 5: Using Servant Leadership To Build Employee Engagement Hosted by Todd Klitzke, Technical Support Manager, PDQ Inc.

Table 6: Creating Effective Field Service Techs: Finding A Balance Between Hiring Individuals With The Right Skills And Providing Job Specific Training
Hosted by Roger O’Connor, VP & General Manager, Gosiger

Table 7: Connecting Service Processes for Faster Cycle Times and Improved First Time Resolution
Hosted by Steve Morandi, VP Service Lifecycle Management, PTC

Table 8: Big Data, Little Phones: What Does It All Mean For Service Fleets In 2014?
Hosted by Kelly Frey, VP Product Marketing, Telogis

Table 9: Service Sales Vs Service Operations: Avoiding The “Lid” On Your Service Growth
Hosted by Steve Snedegar, Director Service Sales North America, Simplex Grinnell

Table 10: Critical Inventory Sourcing Optimization
Hosted by Gordon Payne, Senior Manager of Business Development, FedEx

Table 11: Transforming Field Service Order Management Through Proactive Customer Engagement
Hosted by Bill Kenney, EVP Business Development,OnProcess Technology

Table 12: Topic TBD
Hosted by Fleetmatics

Todd Klitzke

Technical Support Supervisor
PDQ manufacturing


Vic Malhotra

Head of Defense Sector Deployed Services and Defense-Americas
Rolls Royce


Jerome Piche

Vice President of Global Customer Service


Steve Snedegar

Director, Service Marketing


Roger O'Connor

VP & GM Product Support
Gosiger Inc.


Steve Morandi

Vice President, Service Lifecycle Management

Kelly Frey

Vice President Product Marketing

Bill Stuckert

Vice President IT Services

Ken Walsh

Vice President Engineering & Operations
London Hydro

Brad Barros

Vice President Services Group

Bill Kenney

EVP Business Development
OnProcess Technology

Gordon Payne

Senior Manager of Business Development

Jeff Zirker

Senior Director, Global Technical Support

14:40 - 15:20 Afternoon Networking & Refreshment Break In The Solutions Zone

Jen Montgomery, Executive Director, Field Service
Jonathan Massoud, Divisional Director, WBR
Jarrett Spagnoli, Head Of Production, WBR

TRACK A: Customer Experience

15:25 - 15:35 Chairperson's Opening Remarks Jeff Oskin, President,Jolt Consulting

Jeff Oskin

Jolt Consulting

TRACK B: Service Optimization

15:25 - 15:35 Chairperson's Opening Remarks Karl Weber, Vice President Enterprise Sales,Fleetmatics

Karl Weber

Vice President Enterprise Sales

TRACK C: Knowledge Management and Training

15:25 - 15:35 Chairperson's Opening Remarks Jonathan Berman, CEO,Kextil

Jonathan Berman


TRACK A: Customer Experience

15:35 - 15:55 Developing a Customer First Program for Internal Staff Gerald Norz, Vice President of Global Operations and Product Support,MEGTEC Systems
In this session, Gerald examines MEGTEC's innovative Customer First program, which was created to give technicians a better understanding of end-user needs. MEGTEC has developed an internal training program complete with keywords and tools to remind employees to use their "tool belt" of customer service resources. This program has helped to drive productivity and improve customer loyalty and satisfaction.

Gerald Norz

Vice President of Global Operations and Product Support
MEGTEC Systems

TRACK B: Service Optimization

15:35 - 15:55 Segmenting Technicians By Skill Set To Optimize Scheduling & Assignment Jeffrey Babe, Director, Americas Field Services,Polycom
• Developing tailored assessment programs to determine skill levels
• Determining which customers/products necessitate which technicians
• Driving better response times and lower costs by assigning the right technicians to the right jobs

Jeffrey Babe

Director, Americas Field Services

TRACK C: Knowledge Management and Training

15:35 - 15:55 The Cost Of Employee Engagement Within A Field Service Organization Dan Sullivan, Director of Field Service,Parata Systems

Dan Sullivan

Director of Field Service
Parata Systems

TRACK A: Customer Experience

15:55 - 16:25 Taking An Outside-In View Of Service To Achieve Customer Lifetime Value Budd Webster, General Manager & VP of Document Imaging Services,Kodak Alaris

Budd Webster

General Manager & VP of Document Imaging Services
Kodak Alaris

TRACK B: Service Optimization

15:55 - 16:25 Finding Hidden Margins - Mobile Computing Trends In Field Operations Tim Eusterman, Senior Director Industry Marketing,Intermec
Intermec by Honeywell will reveal its latest Field Service Operation survey results and discuss how to harness the latest trends in mobile computing to drive superior customer experience, unlock field personnel productivity, and deliver superior TCO.

Tim Eusterman

Senior Director Industry Marketing

TRACK C: Knowledge Management and Training

15:55 - 16:25 How A Single, Integrated System For Service Results In Faster Cycle Times And Improved First Time Resolution Steve Morandi, Vice President, Service Lifecycle Management,PTC

Evolving market forces continue to put pressure on your service organization to deliver higher customer value while improving margins and revenue. Using disconnected tools or spreadsheets to manage service operations will only keep your business in reactive mode. The ability to deliver quality service will continue to fall prey to a host of issues including, lack of visibility into service performance to strategically improve service outcomes and offerings, limited technician knowledge and resourcefulness, even a lack of spare parts at the point of service. Join PTC’s Steve Morandi in this session as he highlights the transformation underway in leading service organizations to address these challenges and drive greater revenue, profitability and customer value.

This session will address the importance of:

  • End-to-end service technology that can link a fragmented service environment and connect to enterprise systems
  • Connecting service processes with resources including: technicians, replacement parts, inventory levels, product information and mobility

Steve Morandi

Vice President, Service Lifecycle Management

TRACK A: Customer Experience

16:25 - 16:45 Learning from Our Customers: A Discussion with End Users Buddy Saucier, Director of Service Operations North America,Johnson Controls
In this session, Buddy emphasizes the importance of listening to customers in order to improve service. Key takeaways include:
  • Ensuring optimal service and high satisfaction by soliciting input from customers
  • Obtaining clarity on customer satisfaction and service quality
  • Discovering areas where medical device manufacturers can do more for their customers by providing more services and more expertise

Buddy Saucier

Director of Service Operations North America
Johnson Controls

TRACK B: Service Optimization

16:25 - 16:45 Re-engineering Your Service Products To More Proactively Meet Your Customers' Needs Blake Heim, Director of Service Products & Installations,Hobart Service


Blake Heim

Director of Service Products & Installations
Hobart Service

TRACK C: Knowledge Management and Training

16:25 - 16:45 Developing On-Demand Training Models To Minimize Technician Downtime Gail Norris, Director, Customer Service Division,Siemens Industry Inc
Gail Norris knows that standard, classroom-based training is expensive and takes technicians out of the field for too long. Innovative tools are now available that enable service organizations to conduct on-demand training. In this session, Gail discusses:
  • Establishing training programs that are accessible by workers in the field anywhere, anytime
  • Capitalizing on training videos and mobile apps to eliminate the need for classroom-based training
  • Creating a knowledge database for common repairs and fixes to reduce downtime onsite

Gail Norris

Director, Customer Service Division
Siemens Industry Inc

TRACK A: Customer Experience

16:45 - 16:55 Field Service Innovation Spotlight: Clockwork

TRACK B: Service Optimization

16:45 - 16:55 Field Service Live Polling

TRACK C: Knowledge Management and Training

16:45 - 16:55 Field Service Live Polling

16:55 - 17:05 Field Service Tech Tour

  • Determining how to add value beyond great service to your customers
  • Ensuring your customers evaluate the service experience beyond cost
  • Driving end users to relinquish self-service
  • Leveraging service offerings that competitors are unable or unwilling to offer

Amos Schneller

Director of Customer Support
Medivators Inc


Gerald Norz

Vice President of Global Operations and Product Support
MEGTEC Systems


Sandra Fornasier

Global Director

James Crowl

Vice President U.S. Life Cycle Services
ABB Inc.

TRACK B: Service Optimization

17:05 - 17:45 Panel Session: Exploring The Future Of Mobility Applications And Tools That Drive Service Performance Lloyd Steere, Director of Field Service,Carl Zeiss Meditec, Inc. Marty Reader, Executive Vice President,FieldSolutions Wolfgang Hall, Industry Manager, Logistics,Esri Adam Ferrell, North America Services Leader,Trane
  • Implementing driver safety programs and GPS integration and obtaining real time behavior change to driving the vehicles
  • Evaluating cloud computing and network solutions to eliminate paper-based processes
  • Gaining access to data that your mobile workforce vitally needs to function; i.e. automated time sheets, directions, geo-stamping and inventory
  • Evaluating tools such as HTML 5 to allow for creativity into your mobile platform

Lloyd Steere

Director of Field Service
Carl Zeiss Meditec, Inc.

Marty Reader

Executive Vice President

Wolfgang Hall

Industry Manager, Logistics

Adam Ferrell

North America Services Leader

  • Implementing and integrating tools to track the performance of your field service engineers
  • Analyzing the data to gain a clearer picture of where you can improve quality and begin additional assessments
  • Determining what new metrics you’re examining as you increase your service offerings (utilization and realization in terms of billable time, conversion rates, etc)
  • Analyzing the standard KPIs for other types of service offerings like asset management

Art McGinn

Senior Vice President of Service
Canon Business Solution


Jim Saccone

Field Service Leader
General Electric Company


Larry Dickinson

Business Strategy Services
Accrete Solutions

Kelly Frey

Vice President Product Marketing

TRACK A: Customer Experience

17:45 - 18:05 Quality Customer Experience: One Philosophy, Multiple Applications Lori Bernt, Director Of Customer Services,Sasktel

In this presentation the following items will be covered:

  • The desired future state of our customer experience and the strategies to be successful
  • The development of one philosophy for the entire organization's quality program and how to use it for multiple applications
  • The key performance indicators to measure quality and customer experience

Lori Bernt

Director Of Customer Services

TRACK B: Service Optimization

17:45 - 18:05 Improving Your KPI Approach To Achieve Next-Level Business Impact And Performance Mel Drummond, Global Service of Operations Director,Eaton Aerospace


Mel Drummond

Global Service of Operations Director
Eaton Aerospace

TRACK C: Knowledge Management and Training

17:45 - 18:05 Implementing A Sales Training Program For Service Technicians Kevin Young, Director of After Sales Service,Munters Corporation, Air Treatment Division
  • Determining whether technicians will be selling new products, upselling existing products or simply making recommendations
  • Mapping existing sales training programs to service
  • Calculating ROI after implementation to ensure field technicians are making actionable sales

Kevin Young

Director of After Sales Service
Munters Corporation, Air Treatment Division

18:05 - 23:59 End of Main Day One / Route 66 Cocktail Reception