Field Service USA 2015 (past event)

April 20 - 23, 2015

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Understanding The Human Side Of Field Service

07:30 - 08:20 Continental Breakfast & Registration In The Solutions Zone

08:20 - 08:25 Welcome Remarks

08:25 - 08:40 Chairperson’s Opening Address

Steve O'Brien, Marketing, Pega Mobility,Pegasystems
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Steve O'Brien

Marketing, Pega Mobility
Pegasystems

08:40 - 09:00 Promoting Service Agreement Retention Through Targeted Customer Care

Michael Bielemowicz, Executive Vice President,Glory Global Solutions
A formal customer care program can produce substantial revenue gains. Glory Global has designed an engagement program with a specific, detailed set of requirements for customer interaction outside of the renewal cycle. In this session, Mike Bielemowicz discusses keys to success including:
• Identifying which customers you must retain based on profitability, market leadership, etc

• Creating action plans for each customer to determine how often to reach out and through which method (phone call, in-person visit)
• Assigning an employee to handle customer care interactions based upon who has the best relationship with customer (field technician, salesperson, dispatcher, etc) and ensuring these communications are purely customer service related and not sales calls
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Michael Bielemowicz

Executive Vice President
Glory Global Solutions

09:00 - 09:20 Creating A Signature Service Experience: Enabling Technicians To Do More Onsite

Billy Wang, Vice President Service Operations,Schneider Electric
A positive service culture generates engaged employees and satisfied customers. Schneider Electric strives to create an onsite experience that allows its field techs to spend more time with customers in an effort to do more than just fix the problem. In this session, Billy Wang discusses how Schneider Electric is able to do this, including:
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Billy Wang

Vice President Service Operations
Schneider Electric

09:20 - 09:40 Vehicle As A Mobile Network: Opportunities Abound for Service Fleets

Kelly Frey, Vice President Product Marketing,Telogis
Vehicle to Vehicle, Vehicle to Infrastructure, Autonomous Vehicles: What does it all mean for field service fleets now and into the future? What are the opportunities for cost reduction, inventory control and productivity improvement when your vehicle acts as wireless hub for your mobile workers, equipment, sensors and even partners? Kelly Frey, VP of Marketing for Telogis, widely recognized as the leader in OEM embedded telematics, will open your eyes to what is available today and what's coming down the pike from vehicle manufacturers, mobile device manufacturers and application providers. You don't want to miss this session!
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Kelly Frey

Vice President Product Marketing
Telogis

09:40 - 10:00 Differentiating Service To Demonstrate Superior Value

Chris Watkins, Director of Field Service,Airbus
In order to ensure employee acceptance of necessary corporate adjustments, it’s important to recognize the potential challenges. Paul Oliver heads up a team of thousands and in the fast-paced world of aerospace, he is well-versed in the psychological aspects of change management including:

• Why do people resist change?
• Which personality types handle change better?
• Why are people afraid of technology? How can you best manage a rollout to mitigate change issues?

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Chris Watkins

Director of Field Service
Airbus

10:00 - 10:45 Morning Refreshment & Networking Break

10:45 - 11:05 Staffing Challenges Service Providers Of Large Distributed Workforces Face

Buddy Saucier, Vice President Service & Security & Fire Operations,Johnson Controls
In this presentation you will gain insight into the challenges facing Service Providers and effective strategies to address....

  • an aging workforce
  • attracting and recruitment of new talent
  • retention and expectations
  • accelerated training and knowledge management

....in the delivery, growth and market expansion of a service business.

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Buddy Saucier

Vice President Service & Security & Fire Operations
Johnson Controls

11:05 - 11:25 The Road To Modern Field Service

Jeffrey J. Wartgow, Director, Product Management,Oracle
A forward-looking service operation must be technologically focused and dedicated to customer service. In this session, Jeffrey Wartgow shares keys to modern field service including:
  • Connecting the field and the call-center
  • How Omni Channel customer service impacts the field
  • Make Field Service a customer care focused organization
  • Trends to watch (M2M and the Internet of things)
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Jeffrey J. Wartgow

Director, Product Management
Oracle

Companies that give back to their communities receive good PR, but there’s another, perhaps even more important reason, to be philanthropic. Studies have shown that employees who participate in nonprofit and community-based activities on behalf of their employer are more engaged and more loyal. In this interactive discussion, our experts from Cisco, Gerber Scientific and Roche will show the benefits of giving back, such as:

• Increasing employee satisfaction by providing time off to be used for community-based projects
• Fostering team-building skills among a remote workforce
• Highlighting your company’s status in the local community which may assist with recruitment efforts

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Chris Westlake

Vice President Service
Gerber Scientific

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Edward Defraine

Region Director Customer Care
Coca-Cola

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Jeff Zirker

Senior Director Global Technical Center
Cisco

12:05 - 12:15 Ten Minute Stretch

Table 1: Driving Customer Loyalty By Reducing Customer Effort
Hosted by David Douglas, Vice President Service Management, Scientific Games

Table 2: Service Issue Resolution: Closing The Loop Effectively To Address Quality At The Source
Hosted by Srdjan Mucibabic, Vice President Customer Support, Husky Injection Molding Systems

Table 3: The Impact of the Internet of Things on Service
Hosted by Michael Anderson, Senior Director Solutions Management, PTC

Table 4: Vehicle As A Mobile Network: Opportunities Abound For Service Fleets
Hosted by Kelly Frey, Vice President Product Marketing, Telogis

Table 5: Creating Customer Loyalty
Hosted by Bob Nelson, Vice President, Aftermarket Parts and Customer Service, Ray Lindsey Company

Table 6: Helping Technicians Sell Parts
Hosted by Eric Helmstetter, Vice President Customer Care, Alliance Machine Systems International

Table 7: Managing & Leading A Global Field Force
Hosted by Scott Wooden, Field Services Manager, Card Monroe

Table 8: Are You Ready For This: The Advent Of IoT, Mobility And Related Technology Advancements
Hosted by Tom York, CEO, Essintial Enterprise Solutions

Table 9: Ensuring Health And Safety Program Development Keeps Pace With The Technology Paradigm Shift
Hosted by Ken Walsh, Vice President Engineering & Operations, London Hydro

Table 10: Should You Hire An Engineer With Superior Technical Skills Or One with Superior People Skills?
Hosted by Tim Spencer, Vice President Customer Experience, WMS Gaming

Table 11: The Road To Modern Field Service
Hosted by Kayleigh Fitch, Product Manager, Oracle & JeffreyJ. Wartgow, Director, Product Management,Oracle

Table 12: Exploring Talent Management
Hosted by Patrice Eberline, Vice President Global Customer Transformation, ServiceMax
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Tom York

CEO
Essintial Enterprise Solutions

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Srdjan Mucibabic

Vice President Customer Support
Husky Injection Molding Systems

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David Douglas

Vice President Service Management
Scientific Games

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Tim Spencer

Vice President Customer Experience
WMS Gaming

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Ken Walsh

Vice President Engineering & Operations
London Hydro

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Bob Nelson

Vice President, Aftermarket Parts and Customer Service
Ray Lindsey Company

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Eric Helmstetter

Vice President Customer Care
Alliance Machine Systems International

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Jeffrey J. Wartgow

Director, Product Management
Oracle

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Kelly Frey

Vice President Product Marketing
Telogis

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Jim Crowl

Vice President Service
ABB

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Kayleigh Fitch

Product Manager
Oracle

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Patrice Eberline

Vice President of Global Customer Transformation
ServiceMax

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Scott Wooden

Field Services Manager
Card Monroe

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Michael Anderson

Senior Director Solutions Management
PTC

13:15 - 13:25 Innovation Spotlight: Making Field Service Management Smarter

Szymon Uczciwek, Consulting Manager,Comarch Technologies

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Szymon Uczciwek

Consulting Manager
Comarch Technologies

13:25 - 14:15 Luncheon


Track A: Preparing For Tomorrow’s Workforce

14:15 - 14:20 Welcome Remarks

Track B: Adding Value Through Knowledge Management

14:15 - 14:20 Welcome Remarks

Track C: Service Optimization

14:15 - 14:20 Welcome Remarks

Track A: Preparing For Tomorrow’s Workforce

14:20 - 14:30 Chairperson’s Opening Address Jeff Oskin, President,Jolt Consulting
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Jeff Oskin

President
Jolt Consulting

Track B: Adding Value Through Knowledge Management

14:20 - 14:30 Chairperson’s Opening Address Jonathan Berman, CEO,Kextil
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Jonathan Berman

CEO
Kextil

Track C: Service Optimization

14:20 - 14:30 Chairperson’s Opening Address Aly Pinder, Research Analyst, Service Management,Aberdeen Group
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Aly Pinder

Research Analyst, Service Management
Aberdeen Group

Track A: Preparing For Tomorrow’s Workforce

14:30 - 14:50 Ensuring A Culture Of Safety James Mylett, Senior Vice President Service,Comfort Systems USA
Reducing accidents and creating an overall atmosphere of safety is vital for service organizations, particularly those that have fleets on the road. James Mylett oversees hundreds of technicians and has focused heavily on safety including:

• Educating technicians on proper driver safety procedures
• Tracking accidents and issues and implementing action plans to ensure they are not repeated
• Providing onsite technicians with all necessary tools and equipment to ensure complete safety

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James Mylett

Senior Vice President Service
Comfort Systems USA

Track B: Adding Value Through Knowledge Management

14:30 - 14:50 Case Study: Toro’s Journey To Customer Service Excellence Brad Nagel, Director Customer Care & Field Operations,Toro

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Brad Nagel

Director Customer Care & Field Operations
Toro

Track C: Service Optimization

14:30 - 14:50 Improving The Field To Management Connection: Increasing Utilization And Morale Patrick Webb, Director of Product Support,Thrustmaster
In most service businesses, everyone is running at a very fast pace with the heavy operational demands and management initiatives. Very often, Service Management becomes disconnected from the needs, expectations, and morale of the field personnel. Therefore, it is very valuable to find ways to bridge this gap and improve the connection between the Service Management and the Field Personnel. We will discuss some of the ways of doing this such as including the Field Personnel in some of the operational tasks and even in driving new initiatives. A by-product of this inclusion will be better Team utilization and improved employee morale.
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Patrick Webb

Director of Product Support
Thrustmaster

Track A: Preparing For Tomorrow’s Workforce

14:50 - 15:20 The Impact Of The Internet Of Things On Service Strategy Ron Salvador, Director SLM Business Development,PTC
Market forces are transforming manufacturing and playing an important role in the way that service models continue to evolve, from the sale of products and parts to the sale of outcomes.

This session will discuss the impact the Internet of Things (IoT) and smart, connected products are having on service strategy and the customer experience, highlighting recent industry examples of companies achieving success with service transformation initiatives. It will also address PTC’s ongoing innovation and vision in Service Lifecycle Management (SLM), and how PTC continues to help organizations evolve their service strategy to increase revenue and customer value.
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Ron Salvador

Director SLM Business Development
PTC

Track B: Adding Value Through Knowledge Management

14:50 - 15:20 Intelligent Field Service Scheduling Karl Hohmann, Vice President of Sales - Utilities,Verisae
Join ServicePower to discover how to schedule intelligently. Key topics of discussion include:
  • Explore the power of combining M2M technology with optimized scheduling
  • Learn how leading companies are moving from a reactive model to a proactive one
  • Increase your first-time fix rate, delight your customers and cut costs with continually optimized, automated scheduling
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Karl Hohmann

Vice President of Sales - Utilities
Verisae

The complexities of managing distributed labor for maintenance, repair, deployments, and related technology support requirements have evolved significantly in the last 5 years. For field service in particular, technology is now dispersed across a wider variety of locations, with customers demanding on-time performance, skills, training, as well as certifications to meet securities and service protocols. Labor as a Service is a new, innovative solution, providing “one-stop” access to a field service workforce through a ground-breaking platform supported by proven processes to address all of today’s requirements – and much more. Learn how industry leaders have seamlessly incorporated Labor as a Service into their service supply chain to yield significant and important service quality and growth, as well as cost savings, to their service operations.
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Tom York

CEO
Essintial Enterprise Solutions

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Mac Lewis

CEO
FieldSolutions

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Stephanie Williams

President
ignite Marketing

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Jim Harper

Vice President of Services, America
Mitel

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Neil Dimond

Vice President Global Client Service, Americas
Pitney Bowes

Track A: Preparing For Tomorrow’s Workforce

15:20 - 15:40 Determining The Optimal Level of FSE Utilization Gerald Norz, Vice President Global Operations,MEGTEC Systems
Technician downtime is one of the biggest avoidable areas of lost revenue. Gerald Norz analyzed MEGTEC’s service department to determine how best to utilize his field service engineers and identified the following keys:

• Benchmarking your utilization against best-in-class field service organizations
• Clarifying whether utilization varies by contractual terms
• Analyzing historical utilization rates versus profitability to determine appropriate level for your team

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Gerald Norz

Vice President Global Operations
MEGTEC Systems

Track B: Adding Value Through Knowledge Management

15:20 - 15:40 Structuring Skills Assessments For Technicians Michael Saiphoo, Director Customer Care Americas,Intech Process Automation
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Michael Saiphoo

Director Customer Care Americas
Intech Process Automation

Track C: Service Optimization

15:20 - 15:40 Maintaining Field Service Quality Through A Dealer Partnership Rhonda Monks, Director North America CE Service,CNH Industrial
Whether your products are serviced by your own employees or those of a dealership, the objective remains the same; to provide high quality service in an efficient manner and to exceed customers’ expectations. What are some of the special considerations in the use of a dealer network in servicing your product? How do you maintain the integrity of your brand through a dealer service technician? Where does the responsibility of the OEM end and the dealership begin?
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Rhonda Monks

Director North America CE Service
CNH Industrial

15:40 - 16:35 Afternoon Refreshment & Networking Break


Track A: Preparing For Tomorrow’s Workforce

16:35 - 17:15 Panel Discussion: Best Practices In Hiring New Service Talent Chris Westlake, Vice President Service,Gerber Scientific Steve Meyers, Director Central US Field Service,Vivint Christopher Dann, Service Director,Durst Image Technology
Aging workforces have been a major challenge for service organizations for years, but few companies have mastered the art of hiring new technicians. Our panel of experts have tips for finding the best and brightest including:

• Determining the best places to look for experienced technicians – military, trade schools, competition
• Creating partnerships with local trade schools and universities to increase awareness of your brand
• Analyzing current employees and determining which traits and skills create successful technicians
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Chris Westlake

Vice President Service
Gerber Scientific

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Steve Meyers

Director Central US Field Service
Vivint

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Christopher Dann

Service Director
Durst Image Technology

Track B: Adding Value Through Knowledge Management

16:35 - 17:15 Panel Discussion: Troubleshooting The Struggles Of An International Service Organization Michael Bielemowicz, Executive Vice President,Glory Global Solutions Len VanderHulst, Global Services & Support Leader,Mettler Toledo Joel Chait, Director of Sales,ISC Group
Global service operations present challenges that domestic service businesses do not face. Our panelists will discuss how best to prepare for international operations including:

• Training your workforce on cultural differences
• Navigating employment and tax laws to ensure compliance
• Establishing a robust logistics network to mitigate shipping challenges across borders

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Michael Bielemowicz

Executive Vice President
Glory Global Solutions

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Len VanderHulst

Global Services & Support Leader
Mettler Toledo

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Joel Chait

Director of Sales
ISC Group

Increasing revenue and improving customer engagement are often opposing goals. Our panel of experts has figured out how to accomplish both by:

• Setting customer expectations that align with their demands and service realities
• Creating value for customers who are not willing to pay for the services they used to pay for
• Defining a set of products and service offerings that are attractive to customers and provide growth opportunities for the organization

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Syd Briggs

General Manager
Steele-Waseca Cooperative Electric

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Angela Collins

Regional Vice President Service
Comfort Systems USA

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Simon Wooley

Manager National Field Services
Sunrun

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Thomas Fry

Vice President Customer Care
Zeiss

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Sandi Thomas

Vice President Strategic Alliances
FieldAware

17:15 - 23:59 Cigars & Cocktail Reception