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Field Service USA 2014 (past event)

April 20 - 23, 2014

Omni Hotels & Resorts, San Diego, CA

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Kelly Frey


Vice President Product Marketing
Telogis

Check out the incredible speaker line-up to see who will be joining Kelly.

Download The Latest Agenda

Main Day One

Friday, September 4th, 2015


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

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?

13:40 30 minutes per roundtable discussion; Choose two

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

17:05 Panel Session: Developing Metrics That Ensure Accurate Quality Assessment

  • 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