April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
Director, Americas Field Services
Director Of Customer Services
Lori began her career with SaskTel in September 1988 and has worked in various departments throughout the past 25 years including Marketing, Customer Services, Sales and Operations. Lori has worked with the Director Operations Leadership team since 2001 and is passionate about being part of a culture focused on exceeding customer service and quality.
Glory Global Solutions
In his nineteen (19) years with Glory, and predecessor companies Talaris and De La Rue, Mike has served in various roles including Senior Vice President - Customer Services, SVP - National Account Sales, and Regional Vice President – USA West.
He is a student of retail banking operations and delivery channel strategy, and is a
regular speaker at banking and service management conferences worldwide.
Prior to joining the banking services industry in 1995, he spent 10 years in the electronic security industry with Kastle Systems, an innovator in outsourced security management, in various management roles. Mike received his BA degree from Rice University, Houston, Texas.
Vice President Service Delivery
Senior Vice President of Field Operations and Service
Prior to joining ClearEdge Power, Mark served as Vice President and General Manager of EDSA Micro (now Power Analytics), a global software company for electrical power engineers. He also was President of Residential Products for Envision Solar and spent 23 years in the US Navy, including Commanding Officer, USS INGRAHAM (FFG61); Commanding Officer, USS MOUNT VERNON (LSD39); and other nuclear engineering, operations, training and staff assignments.
Mark earned US Navy certifications as Nuclear Engineer Officer and Surface Warfare Officer. He holds both Bachelor and Master of Science degrees in Electrical Engineering (Power Systems), Naval Postgraduate School, and a Bachelor of Science in Mathematics from the United States Naval Academy.
Director of Service Products & Installations
Ph.D., Staff Technical Specialist, Probabilistic Risk Assessment
Ford Motor Company
Director of Service
Dave grew up in rural Oklahoma working in agriculture and at a local welding shop after school and on weekends. He enlisted in the US Army in 1975 and after an honorable discharge in 1980 Dave returned to Oklahoma and went to work in the oil and gas industry, building drilling rigs and working toward his degree attending school at night.
In 1983 Dave started with Total Compression, known as
“The Service Advantage”. Dave held several positions over 12 years including Shop Mechanic, Field Service Technician, Shop Forman, and District Operations Manager with responsibility for equipment in seven states and Ontario Canada.
Dave began at Ariel in 1995 as a Field Service Representative responsible for technical support, troubleshooting, installation and commissioning of Ariel compressors worldwide. For the last 10 years Dave has been responsible for technical customer service globally.
Dave presents in the Ariel Service Schools and annually at the University of Oklahoma Gas Compressor Short Course. He also presents in national events such as the Gas Machinery Conference, and GPA events.
Vice President, Service Lifecycle Management
Steve Morandi has over 25 years of industry experience delivering results for several leading manufacturing and high tech companies. His experience spans international customer & product support, new product and services development, product management, strategy, six sigma & business process reengineering. He currently leads the PTC Field Service Management solution and was previously the Vice President of PTC’s Services Lifecycle Management Go-To-Market team responsible for solution alignment to Service executive initiatives, identification of solution value, and the definition of multi-phase solution deployment roadmaps.
Prior to PTC, Mr. Morandi was the SVP of an on-demand business intelligence and analytic solutions company which became part of Deloitte Managed Analytics. Additionally, Mr. Morandi worked for General Electric for 17 years, where he led global product and customer support for the $1B regional airline and business aviation business segment; was a Six Sigma Master Black Belt; and held various operational leadership roles. He was also was a Principal in Service Edge Consulting, a management consulting firm providing aftermarket strategy advice for manufacturing businesses.
Mr. Morandi received a Bachelor of Science degree in aerospace engineering from Syracuse University and an MBA from Boston University.
SVP of Service
Comfort Systems USA
James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development.
When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle
Research Analyst, Service Management
As a research analyst in the service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability.
Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 40 research reports and benchmarked more than 4,000 service executives in his four plus years with Aberdeen:
Field service and mobility
Service parts logistics
Warranty and service contract management
Repair and return
Along with these specific areas of coverage, Aly is also responsible for the development and engagement of the Service team’s Research Advisory Council consisting of over 50 senior-level service executives. Aly’s past experience has included responsibilities in both reverse logistics and customer support roles. He holds an MBA in Supply Chain Management from Northeastern University (Massachusetts) and a BS in Business Administration from Pepperdine University (California).
Services Operations Manager
Applied Materials, Inc.
Prior to that Alon lead groups and initiatives in Applied Materials Service division including: Service productivity, Service capabilities and implementation and field operations.
Applied’s Field Service Organization counts close to 3000 engineers supporting Applied’s customers in more than 100 locations in 4 main segments: Semiconductors, Solar, Display and Glass & web.
Vice President of Global Customer Service
When bioMérieux acquired Organon Teknika in 2001, Jérôme was appointed Local Product Manager and then Global Product Manager in Worldwide Commercial Operations, in charge of the HIV range of products, until beginning of 2009. Then he joined the Global Customer Service as Training Director responsible for the worldwide product training activities.
As of 2011, he became Vice President of the Global Customer Service.
Director of After Sales Service
Munters Corporation, Air Treatment Division
Services Resource Planning Solution Market Manager
Business Strategy Services
Vice President Product Marketing
EVP Business Development
Bill joined OnProcess Technology in November of 1999, bringing with him 20 years of experience in Sales and Marketing for large multi-national corporations. At OnProcess, he has developed client relationships in a broad base of industries, enabling OnProcess to develop a wide range of solutions-based processes suitable for our clients’ many requirements. Bill is also the team lead for our Business Development and Partner programs that have been instrumental in creating profitable relationships with many of our clients’ outsourced transportation, repair and logistics service vendors.
Etherios, a division of Digi International
Vice President Customer Success
Public Works, AEC, and Survey Industry Manager
Vice President Product Marketing
Outside Sales Director
General Manager & VP of Document Imaging Services