Main Day Three

08:00 AM - 08:45 AM Registration and Breakfast

08:45 AM - 08:50 AM Welcome Remarks

Jen Montgomery, Executive Director, Field Service

08:50 AM - 09:00 AM Chairperson's Opening Remarks





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Chris Gera

Vice President Field Service
Vivint

09:20 AM - 09:40 AM People Don't Care How Much You Know, Until They Know How Much You Care: Customer Service In A Technical World

Dave McCoy, Director of Service, Ariel Corporation
When technical issues or problems arise, it is easy to lose focus on the customer. Many of us fancy ourselves as “problem solvers” and strike quickly to resolve situations, but this sometimes comes at the expense of our customers. We have to remember that in most cases the easy part is fixing the issue; the tough part is fixing the customer. In this session, Dave discusses:

•Basic customer service principles
•Understanding your customer
•Rules for technical communications
•Engineers are people too
•Did we really fix what was broken?


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Dave McCoy

Director of Service
Ariel Corporation

09:40 AM - 10:00 AM Optimizing Field Engineer's Utilization: Getting The Most Out Of Your Field Staff

Patrick Webb, General Manager, Field Service USA, Wärtsilä North America, Inc.


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Patrick Webb

General Manager, Field Service USA
Wärtsilä North America, Inc.

10:00 AM - 10:20 AM Implementing A Successful Recruitment Program For Service Technicians

Michael Bielamowicz, EVP, Glory Global Solutions


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Michael Bielamowicz

EVP
Glory Global Solutions

10:20 AM - 11:20 AM Morning Refreshment & Networking Break



11:20 AM - 11:40 AM Culture Trumps Strategy!

Santinelli International knows that even great corporate strategies will crumble if the culture isn’t right. Join Matt as he weighs in on Santinelli's journey to develop an effective company strategy.

11:40 AM - 11:00 AM Optimizing Field Engineer's Utilization: Getting the Most Out of Your Field Staff

11:00 AM - 11:20 AM Training Field Service Personnel For Customer Contact Soft Skills - Improving Customer Relations And Service

In this interactive session, Bill discusses the importance of customer cross-training for FS technicians, dispatchers, supervisors / managers, support staff. Key discussion points include:
•Definition of key skills; how to impart techniques; teaching methods (video, role playing, wall charts, etc)
•Advice on how Caterpillar and our dealers have worked together, and progressed on this development
•Suggested template, or plan for other companies to replicate a similar development path, for their unique industries, or customer base

    11:00 AM - 11:20 AM Effective Planning Prior To Service Dispatch

    Jim Saccone, Field Service Leader, General Electric Company


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      Jim Saccone

      Field Service Leader
      General Electric Company

      11:20 AM - 11:40 AM Benefits Of Engaging Your Greatest Assets

      Jason Wolfe, CIO, AVSX


      Jason Wolfe

      CIO
      AVSX

      11:40 AM - 12:00 PM Improving Resolution Times And Customer Satisfaction Through On-Site Service Sales

      Mark Moran, Director of Operations, Intrado


      Mark Moran

      Director of Operations
      Intrado

      12:00 PM - 1:20 PM Integrating Program Management Into Service For Strong Business Impact

      Staci Walker, Global Services Operations Manager, Medtronic


      Staci Walker

      Global Services Operations Manager
      Medtronic

      1:20 PM - 1:40 PM Growing Your Business By Managing The Value Proposition



      1:40 PM - 12:20 PM How Would Google Glasses, Heads-Up-Display (HUD) And Augmented Reality Revolutionize Field Service?

      12:20 PM - 2:20 PM Optimizing Field Service Workforce Performance: Best Practices

      Marty Rosenheck, PhD, Chief Learning Strategist, Cognitive Advisors


      Marty Rosenheck, PhD

      Chief Learning Strategist
      Cognitive Advisors

      2:20 PM - 2:00 PM Conclusion of Main Day Three

      2:00 PM - 12:40 PM Re-engineering Your Service Products To More Proactively Meet Your Customers' Needs



      12:40 PM - 2:20 PM Luncheon For All Attendees



      2:20 PM - 1:40 PM Benefits Of Engaging Your Greatest Assets



      1:40 PM - 3:10 PM Field Service Working Groups



      3:10 PM - 11:59 PM Close of Field Service USA