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Field Service USA 2014 (past event)
April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
Array
Main Day Two
07:30 - 08:10 Registration and Breakfast
08:10 - 08:15 Welcome Remarks
Jen Montgomery, Executive Director, Field Service
08:15 - 08:30 Chairperson's Opening Remarks
Brian Ferguson
Vice President North American SalesNetMotion Wireless
08:30 - 09:00 Saying GoodBye To "Me Too" Service: TRUST Is King, But How Do You Build It?
- The universal 3 R’s that customers really want
- TRUST…Why It arrives on foot and leaves in a Ferrari
- Significantly improving relationship effectiveness here and now
Doug Spence
Managing PartnerSpence Associates
09:00 - 09:20 Evolution Of Field Service For A Major Aircraft Manufacturer
09:20 - 09:40 Establishing A Comprehensive Safety Program To Minimize Injuries And Unexpected Costs
- Determining whether to create an in-house program or hire an external consultant
- Categorizing past injuries and assessing other potential safety issues expected and unexpected
- Effectively dealing and employing buy-in and ensuring adoption of new guidelines
Tim Clemente
Vice President SafetyDirecTV
09:40 - 10:00 Real-Time Value Creation In Services: The Path To Improved Productivity
10:00 - 10:10 Field Service Innovation Spotlight: ServicePower
10:10 - 10:50 Morning Refreshment & Networking Break In The Solutions Zone
10:50 - 11:30 Panel Session: Increasing Service Revenue: Getting More Out Of Your Install Base
Speakers:
Jay Dietz Senior Vice President of Service Kone Inc.
Len van der Hulst Global Service Product Manager Mettler-Toledo Inc
David Lamb Director Technical Services Cisco
John Pomerleau Director Motorola Solutions
Catherine Read Director Customer Care Sales & Marketing Carl Zeiss Meditec
Steve Demanovich Service Sales Operations Leader Trane
Jay Dietz Senior Vice President of Service Kone Inc.
Len van der Hulst Global Service Product Manager Mettler-Toledo Inc
David Lamb Director Technical Services Cisco
John Pomerleau Director Motorola Solutions
Catherine Read Director Customer Care Sales & Marketing Carl Zeiss Meditec
Steve Demanovich Service Sales Operations Leader Trane
Join our esteemed panel of experts as they examine how to increase revenue by capitalizing on your current install base. Discussion points include:
•Understanding today’s hypercompetitive market and the specific impact on your organization
•Developing a strategic vision for your service organization to combat third-party and OEM competition
•Analyzing the profile and health of your current install base to better drive service contracts
Motorola Solutions
Trane
•Understanding today’s hypercompetitive market and the specific impact on your organization
•Developing a strategic vision for your service organization to combat third-party and OEM competition
•Analyzing the profile and health of your current install base to better drive service contracts
John Pomerleau
DirectorMotorola Solutions
Steve Demanovich
Service Sales Operations LeaderTrane
11:30 - 11:50 Remote Monitoring: A Flo-Tech Case Study
11:50 - 12:10 Implementing Service Commercialization: A Hach Company Case Study
Improving the marketing and commercialization of your service organization is an important step towards enhancing differentiation and maximizing profitability. Chris Westlake believes key items to consider include:
- Developing an independent Service sales organization (inside & outside)
- Partnering with traditional product sales team/training to sell service
- Solution selling/intangibles vs product selling
- Leads programs (field/bench service, tech support, customer service)
- Contract Renewals
12:10 - 13:10 Luncheon
13:10 - 14:40 Roundtable Ideas Xchange
Speakers:
Dave Baker Senior Vice President Of Field Service DirecTV
Blake Heim Director of Service Products & Installations Hobart Service
Jose Rivera Field Director West Sysmex America, Inc.
Timothy Spencer Vice President Customer Experience WMS Gaming
Aly Pinder Research Analyst, Service Management Aberdeen
Ken Walsh Vice President Engineering & Operations London Hydro
Marty Rosenheck, PhD Chief Learning Strategist Cognitive Advisors
Brad Barros Vice President Services Group Startec
Dave Baker Senior Vice President Of Field Service DirecTV
Blake Heim Director of Service Products & Installations Hobart Service
Jose Rivera Field Director West Sysmex America, Inc.
Timothy Spencer Vice President Customer Experience WMS Gaming
Aly Pinder Research Analyst, Service Management Aberdeen
Ken Walsh Vice President Engineering & Operations London Hydro
Marty Rosenheck, PhD Chief Learning Strategist Cognitive Advisors
Brad Barros Vice President Services Group Startec
Table 1: Topic TBD
Hosted by Ken Walsh, VP Engineering & Operations, London Hydro
Table 2: Employee Engagement Vs. Customer Satisfaction
Hosted by Jose Rivera, District Service Manager, Sysmex
Table 3: Increasing Service Revenue: Getting More Out Of Your Install Base
Hosted by Aly Pinder, Research Analyst, Service Management, Aberdeen Group
Table 4: Establishing A Comprehensive Safety Program To Minimize Injuries And Unexpected Costs
Hosted by Dave Baker, Senior Vice President Field Service, DirecTV & Tim Clemente, Vice President Safety, DirecTV
Table 5: Creating Value And Enhanced Customer Experience With Seemingly Indifferent Customers
Hosted by Timothy Spencer, Vice President Customer Experience, WMS Gaming
Table 7: Topic TBD
Hosted by Fleetmatics
Table 8:
Table 9:
Table 10:
London Hydro
Cognitive Advisors
Startec
Hosted by Ken Walsh, VP Engineering & Operations, London Hydro
Table 2: Employee Engagement Vs. Customer Satisfaction
Hosted by Jose Rivera, District Service Manager, Sysmex
Table 3: Increasing Service Revenue: Getting More Out Of Your Install Base
Hosted by Aly Pinder, Research Analyst, Service Management, Aberdeen Group
Table 4: Establishing A Comprehensive Safety Program To Minimize Injuries And Unexpected Costs
Hosted by Dave Baker, Senior Vice President Field Service, DirecTV & Tim Clemente, Vice President Safety, DirecTV
Table 5: Creating Value And Enhanced Customer Experience With Seemingly Indifferent Customers
Hosted by Timothy Spencer, Vice President Customer Experience, WMS Gaming
Table 7: Topic TBD
Hosted by Fleetmatics
Table 8:
Table 9:
Table 10:
Ken Walsh
Vice President Engineering & OperationsLondon Hydro
Marty Rosenheck, PhD
Chief Learning StrategistCognitive Advisors
Brad Barros
Vice President Services GroupStartec
14:40 - 15:15 Afternoon Refreshment & Networking Break
15:15 - 15:20 Welcome Remarks
Jen Montgomery, Executive Director, Field Service
15:15 - 15:20 Welcome Remarks
Jonathan Massoud, Divisional Director, WBR
TRACK A: Service Innovation & Technology
15:20 - 15:30 Chairperson's Opening RemarksTRACK B: Services Marketing & Commercialization
15:20 - 15:30 Chairperson's Opening RemarksTRACK A: Service Innovation & Technology
15:30 - 15:50 Leveraging Innovation And Technology To Reduce Service Costs
In this session Mark shares the cost-saving success he's had at ClearEdge. By utilizing advanced mobility tools and innovative techniques, he has been able to reduce overall service costs while maintaining quality and productivity.
TRACK B: Services Marketing & Commercialization
15:30 - 15:50 Establishing Technician Reward Programs to Improve Field Sales
Incentivizing field technicians to drive sales is a major focus for service organizations. Dave Bishop illustrates key items to keep in mind, including:
• Rewarding your technicians for finding referrals and upselling
• Capitalizing on technician’s status as trusted advisor to your customers
• Coordinating with sales to ensure a seamless and clear adoption of process
• Rewarding your technicians for finding referrals and upselling
• Capitalizing on technician’s status as trusted advisor to your customers
• Coordinating with sales to ensure a seamless and clear adoption of process
TRACK A: Service Innovation & Technology
15:50 - 16:20 Resources Are Revenue: Results And Recommendations From The Resource Management And Capacity Planning Study
The Resource Management and Capacity Planning Study was the largest of its kind; delving into the main pain points and solution areas of large service organizations. In this presentation, industry expert, Steve Beaumont, will walk through these findings and the actionable recommendations gleaned from best-performing organizations:
* Pain: Poor visibility into resource availability and demand creates challenges in maintaining an effective engagement pipeline in the face of constant change.
* Business risk: Resource mis-utilization and excessive attrition; hits to margin and revenue; delivery issues; customer dissatisfaction; and market share loss.
* Opportunity: Improve processes and leverage tools on the market. Support goals that maintain low turnover; drive higher bill rates; streamline resource alignment; and ensure project success for client satisfaction
* Pain: Poor visibility into resource availability and demand creates challenges in maintaining an effective engagement pipeline in the face of constant change.
* Business risk: Resource mis-utilization and excessive attrition; hits to margin and revenue; delivery issues; customer dissatisfaction; and market share loss.
* Opportunity: Improve processes and leverage tools on the market. Support goals that maintain low turnover; drive higher bill rates; streamline resource alignment; and ensure project success for client satisfaction
TRACK B: Services Marketing & Commercialization
15:50 - 16:20 Investing In Customer & Employee Needs Through Advanced Training Models
• 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
• 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
TRACK A: Service Innovation & Technology
16:20 - 16:40 Optimization Of Preventative Maintenance Schedules In Field Service Operations
Complex technical systems, over their design life, are subject to preventive maintenance. Viewed as a field service activity, preventive maintenance is necessary to meet a system's reliability and availability (readiness) requirements. The question is what should be the optimal schedule of such preventive maintenance actions? Optimal in the sense that high frequency of these actions increases the cost of maintaining the system's operation but reduces the cost due to the system's downtime, while low frequency – decreases the cost system's operation but increases the cost of downtime. Another criterion for optimal schedule can be based upon minimization of downtime duration as opposed to downtime cost. This presentation reviews mathematical (statistical) models that are used for preventive maintenance optimization. The discussion is illustrated by case studies from the author’s corporate and consulting experience.
Ford Motor Company
Vasiliy Krivtsov
Ph.D., Staff Technical Specialist, Probabilistic Risk AssessmentFord Motor Company
TRACK B: Services Marketing & Commercialization
16:20 - 16:40 Tying Service Sales To Improved Productivity And Profitability
• Developing an independent service sales organization (inside and outside)
• Partnering with traditional product sales teams to make selling service a standard practice
• Illuminating the differences between solutions selling (intangibles) versus product selling
• Creating leads programs for field service, technical support, customer service
• Partnering with traditional product sales teams to make selling service a standard practice
• Illuminating the differences between solutions selling (intangibles) versus product selling
• Creating leads programs for field service, technical support, customer service
TRACK A: Service Innovation & Technology
16:40 - 16:50 Field Service Live PollingTRACK B: Services Marketing & Commercialization
16:40 - 16:50 Field Service Live PollingTRACK A: Service Innovation & Technology
16:50 - 17:30 Panel Session: Optimizing Revenue By Ensuring Top Quality Service OperationsIn this panel discussion, our experts discuss how to develop a top-quality service operation. Takeaways include:
- Identifying opportunities for vertical integration into your customers processes
- Establishing a separate group out of service to manage activity and opportunities along your customers production supply chain
- Introducing value added bundles, new contracting, new aftermarket services products to extend the aftermarket business without relying on the core business
- Incorporating a training/certification programs to differentiate your service organization
Steve Demanovich
Service Sales Operations LeaderTrane
Phil D'Eon
President & CTOCaseBank Technologies
TRACK B: Services Marketing & Commercialization
16:50 - 17:30 Panel Session: Internet Of Things And Connected Products: Driving Business Transformation In Field Service
Join this panel of experts to learn how organizations are transforming their business with connected product solutions. Organizations today are implementing these solutions to:
Flo-Tech
ServiceMax
- Drive unmatched levels of service and increase loyalty across their customer base
- Increase operational efficiencies through more effective field service deployments and an increase in first call resolutions
- Unlock new revenue streams by providing innovative services to their clients
Joe Miller
CIOFlo-Tech
Scott Berg
Chief Operating OfficerServiceMax