Main Day Two

07:30 AM - 08:10 AM Registration and Breakfast

08:10 AM - 08:15 AM Welcome Remarks

Jen Montgomery, Executive Director, Field Service

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

Brian Ferguson, Vice President North American Sales, NetMotion Wireless

Brian Ferguson

Vice President North American Sales
NetMotion Wireless

08:30 AM - 09:00 AM Saying GoodBye To "Me Too" Service: TRUST Is King, But How Do You Build It?

Doug Spence, Managing Partner, Spence Associates
  • 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 Partner
Spence Associates

09:00 AM - 09:20 AM Evolution Of Field Service For A Major Aircraft Manufacturer

Paul Oliver, Vice President, Airbus


Paul Oliver

Vice President
Airbus

09:20 AM - 09:40 AM Establishing A Comprehensive Safety Program To Minimize Injuries And Unexpected Costs

Dave Baker, Senior Vice President Of Field Service, DirecTV Tim Clemente, Vice President Safety, DirecTV
  • 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

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Dave Baker

Senior Vice President Of Field Service
DirecTV

Tim Clemente

Vice President Safety
DirecTV

09:40 AM - 10:00 AM Real-Time Value Creation In Services: The Path To Improved Productivity

James Cumiskey, Director Field Service, Ingersoll Rand


James Cumiskey

Director Field Service
Ingersoll Rand

10:00 AM - 10:10 AM Field Service Innovation Spotlight: ServicePower

Karl Hohmann, Vice President Alliances & Strategic Partnerships, ServicePower


Karl Hohmann

Vice President Alliances & Strategic Partnerships
ServicePower

10:10 AM - 10:50 AM Morning Refreshment & Networking Break In The Solutions Zone



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
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Jay Dietz

Senior Vice President of Service
Kone Inc.
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Len van der Hulst

Global Service Product Manager
Mettler-Toledo Inc
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David Lamb

Director Technical Services
Cisco

John Pomerleau

Director
Motorola Solutions
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Catherine Read

Director Customer Care Sales & Marketing
Carl Zeiss Meditec

Steve Demanovich

Service Sales Operations Leader
Trane

11:30 AM - 11:50 AM Remote Monitoring: A Flo-Tech Case Study

Joe Miller, CIO, Flo-Tech


Joe Miller

CIO
Flo-Tech

11:50 AM - 12:10 PM Implementing Service Commercialization: A Hach Company Case Study

Chris Westlake, Director of Service, Hach Company (Danaher)

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

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Chris Westlake

Director of Service
Hach Company (Danaher)

12:10 PM - 1:10 PM Luncheon



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:

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Dave Baker

Senior Vice President Of Field Service
DirecTV
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Blake Heim

Director of Service Products & Installations
Hobart Service
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Jose Rivera

Field Director West
Sysmex America, Inc.
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Timothy Spencer

Vice President Customer Experience
WMS Gaming
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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

2:40 PM - 3:15 PM Afternoon Refreshment & Networking Break



3:15 PM - 3:20 PM Welcome Remarks

Jen Montgomery, Executive Director, Field Service

3:15 PM - 3:20 PM Welcome Remarks

Jonathan Massoud, Divisional Director, WBR

TRACK A: Service Innovation & Technology

3:20 PM - 3:30 PM Chairperson's Opening Remarks



TRACK B: Services Marketing & Commercialization

3:20 PM - 3:30 PM Chairperson's Opening Remarks



TRACK A: Service Innovation & Technology

3:30 PM - 3:50 PM Leveraging Innovation And Technology To Reduce Service Costs

Mark Colby, Senior Vice President of Field Operations and Service, ClearEdge Power
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.


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Mark Colby

Senior Vice President of Field Operations and Service
ClearEdge Power

TRACK B: Services Marketing & Commercialization

3:30 PM - 3:50 PM Establishing Technician Reward Programs to Improve Field Sales

Dave Bishop, Director of Service Operations and Operations Strategy, Johnson Controls
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
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Dave Bishop

Director of Service Operations and Operations Strategy
Johnson Controls

TRACK A: Service Innovation & Technology

3:50 PM - 4:20 PM Resources Are Revenue: Results And Recommendations From The Resource Management And Capacity Planning Study

Steve Beaumont, Services Resource Planning Solution Market Manager, Planview
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
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Steve Beaumont

Services Resource Planning Solution Market Manager
Planview

TRACK B: Services Marketing & Commercialization

3:50 PM - 4:20 PM Investing In Customer & Employee Needs Through Advanced Training Models

Carolina Desmone, Global Services Lifecycle Leader, GE Healthcare
• 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
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Carolina Desmone

Global Services Lifecycle Leader
GE Healthcare

TRACK A: Service Innovation & Technology

4:20 PM - 4:40 PM Optimization Of Preventative Maintenance Schedules In Field Service Operations

Vasiliy Krivtsov, Ph.D., Staff Technical Specialist, Probabilistic Risk Assessment, Ford Motor Company
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.
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Vasiliy Krivtsov

Ph.D., Staff Technical Specialist, Probabilistic Risk Assessment
Ford Motor Company

TRACK B: Services Marketing & Commercialization

4:20 PM - 4:40 PM Tying Service Sales To Improved Productivity And Profitability

Jill Gehrhardt, Vice President Of Americas Customer Service, Esko
• 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
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Jill Gehrhardt

Vice President Of Americas Customer Service
Esko

TRACK A: Service Innovation & Technology

4:40 PM - 4:50 PM Field Service Live Polling



TRACK B: Services Marketing & Commercialization

4:40 PM - 4:50 PM Field Service Live Polling



TRACK A: Service Innovation & Technology

4:50 PM - 5:30 PM Panel Session: Optimizing Revenue By Ensuring Top Quality Service Operations

Alon Sagie, Services Operations Manager, Applied Materials, Inc. Steve Demanovich, Service Sales Operations Leader, Trane Phil D'Eon, President & CTO, CaseBank Technologies
In 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

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Alon Sagie

Services Operations Manager
Applied Materials, Inc.

Steve Demanovich

Service Sales Operations Leader
Trane

Phil D'Eon

President & CTO
CaseBank Technologies

TRACK B: Services Marketing & Commercialization

4:50 PM - 5:30 PM Panel Session: Internet Of Things And Connected Products: Driving Business Transformation In Field Service

Buddy Saucier, Director of Service Operations North America, Johnson Controls Tarun Patel, Director, Etherios, a division of Digi International Joe Miller, CIO, Flo-Tech Scott Berg, Chief Operating Officer, ServiceMax
Join this panel of experts to learn how organizations are transforming their business with connected product solutions. Organizations today are implementing these solutions to:
  • 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

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Buddy Saucier

Director of Service Operations North America
Johnson Controls
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Tarun Patel

Director
Etherios, a division of Digi International

Joe Miller

CIO
Flo-Tech

Scott Berg

Chief Operating Officer
ServiceMax

TRACK A: Service Innovation & Technology

5:30 PM - 11:59 PM Conclusion of Day Two