Stephen is currently Service Director Americas for Edwards and has also held the following positions: Service Manager - America's - Feb 2008 - Jan 2012 US Service Operations Manager - Feb 2006 - Jan 2008 US Regional Field Service Manager - June 2003 - Feb 2006 Regional Key Account Site Services Manager - May 2001 - June 2003 AZ & NM Key Account Site Services Manager - May 1998 - May 2001 Key Account Site Manager - Arizona - June 1994 - May 1998 Executes strategic vision for $50+ million service business in the Americas region. Responsible for the sales, marketing and operations for service, which includes field service, technical support, materials management, product training, customer care, new product introduction support, warranty reduction programs, and multi-million dollar contract bids. Leads and directs employees at multiple locations providing a total customer support experience. Drives continuous process improvements and critical organizational changes. Identifies support requirements for each contract customer, applying best practices and resolving problems

Scott Andrews is the North West Strategic Account Manager for SOTI Inc. Scott is responsible for identifying customer needs, gathering requirements for new feature development and ensuring that our customers’ vision for their mobility implementations is successful and future proof. Scott has spent the last five plus years of his career focussing on mobility hardware and software, first at Apple and for the last 2 years at SOTI.

Dave Baker is senior vice president of Field Services for DIRECTV, the world’s most popular video service. Baker oversees DIRECTV’s national network of installation and service providers and is charged with improving the quality of the customer experience at the point of installation and service. Additionally, he is responsible for DIRECTV Home Services, DIRECTV’s owned-and-operated field services operations.

Baker’s career includes more than 20 years with DIRECTV and its former parent company. Between 1998 and 2005, he held several different executive positions in finance and operations with DIRECTV Latin America and DIRECTV Japan.

Most recently Baker was executive vice president and chief operating officer for On Command Corporation, where he led the integration of On Command into its new parent company, LodgeNet.

As a managing director at Nightingale and Associates, LLP, Baker restructured a $350 million construction company to return it to profitability.

Baker holds a Ph.D. in mineral economics from the Colorado School of Mines, as well as a master’s and bachelor’s degree in industrial engineering from West Virginia University. He serves on the Board of Trustees of Tusculum College, one of the nation's oldest colleges, in Greeneville, Tennessee. He is based at DIRECTV’s Denver offices.

Vince Beacom is Verisae’s Executive Vice President (EVP) of Sales with a focus on utilities, telecommunications, and services. He has over 30 years of experience focused on retail technology, enterprise software, and business consulting. Prior to his hire at Verisae, Mr. Beacom has held a variety of executive positions including President Americas Symphony EYC, Group Vice President Americas for Oracle Retail, GM Merchandise Management for Retek, CEO of Superior Edge, SVP Americas for Firepond, and as a Strategic Business Unit Director for SAP. Mr. Beacom holds a Bachelor of Science Degree in Mechanical Engineering from the University of Minnesota.

Scotty Benda has over 27 years of experience developing, installing, supporting and selling voice, data and optical networking solutions while working with enterprises, governments and service providers globally.  Scotty was appointed as VP & GM, Global Services in 2011 at Ciena.  Prior to this role, he was Global VP, Sales Systems Engineering from 2006 - 2010.  Scotty came to Ciena from the ONI Systems acquisition in 2002 where he held Senior R&D Management and Global Product Introduction Director posts.  He lead the ONI east coast R&D lab and drove development of the first GA software release helping prepare ONI Systems for a successful IPO and secondary offering. Scotty started in the telecom industry in 1986 at Northern Telecom as a professional services engineer; he also served as a software developer for the DMS-100, software architect for the Remote Switching Center and manager of the Global Product Support team.  After Nortel, Scotty worked at Lucent from 1996 - 1999 in the Integrated Network Systems division as a Regional SE Manager and Systems Engineering Director helping shape their data networking portfolio for next generation service providers. 

Jonathan is a results-oriented strategist with progressive business development and marketing experience in rapidly evolving business environments. Highly successful experience in developing, servicing, and maintaining client relationships across wide array of industries including: advanced manufacturing, computer software and hardware, services, and consumer products. Top tier MBA degree.

Mr. Don Bernard has strengthened & grown service businesses in multiple industries & markets by developing high performing teams that focuses their behaviors on taking care of both internal and external customers. Success is achieved through team engagement, commitment, extreme customer empathy and associate empowerment. Mr. Bernard has extensive international & domestic, multi-site business experience.

Michael is Executive Vice President, Global Solutions for Glory Global, part of Talaris Inc.  He previously held senior-level positions in sales and customer service at De La Rue. 

Dr. Mary Jo Bitner is Professor of Marketing and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. She is internationally recognized as a thought leader and pioneer in the science of service through her academic as well as practical publications on topics ranging from servicescapes, to service encounters, service blueprinting, and technology-delivered services. She is co-author of the textbook Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 6th edition, 2013) and Profiting from Services and Solutions: What Product Centric Firms Need to Know (Business Expert Press, 2014). Dr. Bitner effectively bridges the worlds of thought leadership and practice and she is a frequent speaker on business and academic programs.

Jacques is an action-oriented bilingual executive with US and international experience in general management, engineering, product development, strategic planning, customer service, quality and contract negotiations. Business Strategist with a track record of improving organizational effectiveness, cutting costs and boosting profits.Customer-focused Leader adept at strengthening competitive position and forging long-term relationships.

Cathy is a versatile, dynamic services marketing professional with over 18 years’ successful experience in identifying and translating customer needs into revenue-producing service initiatives that accelerate corporate growth and increase customer satisfaction. Delivers results by balancing strategy with tactics, intuition with analysis, and corporate objectives with customer satisfaction.

Specialties: AREAS OF EXPERTISE: Services Portfolio Development, Segmentation, Project Management, Services Pricing, Internal Marketing, Customer and Market Research, Value Propositions, Business Development, Major Account Relationships, P&L Management, Training and Coaching

SERVICES INDUSTRY EXPERIENCE: Hardware, Software, Networking, Communications, Medical Devices, Semiconductor, Test and Measurement, and others.

Syd is General Manager at Steele-Waseca Cooperative Electric in Rochester, Minnesota.

Wade Brown is the Vice President, Field Support for Roche Diagnostics Corporation.  Wade has spent more than 20 years in the healthcare and life sciences industries providing field service support, leading service and solutions sales teams, driving professional services growth and delivery models, and supporting capital sales processes.  He is recognized as a commercial service sales expert and engages in Services Industry speaking events, and the various organizations he has led have consistently delivered service revenue growth and overall services portfolio growth which outpace market growth.

Prior to joining Roche, he led various commercial services and consulting teams at GE Healthcare.  Wade is an Honors Graduate from the University of Phoenix, and is married with nine children!

Logan is a senior business development and strategy professional with demonstrated accomplishments across the spectrum of corporate, sales, general, and program management. Effective in aligning companies’ sales and marketing efforts with their strategic vision to deliver profitable growth across a broad variety of vertical markets. Recognized for outstanding achievements throughout sales and management career. Expertise includes: New Business Development; Growth Strategies; Go-to-Market Strategies;Sales Management; Business Management; Business Planning; Program Management

Katinka Bryson, Market Area Vice President in the Great Western Zone (including six states: AZ, CO, NM, UT, NV and WY), began her State Farm career in 1992 as a State Farm Agent in Chula Vista, Calif. In 1995 Katinka was appointed Agency Field Consultant in San Diego, and in 1997 she assumed Agency Field Executive responsibilities in the Los Angeles market area. Katinka moved to Corporate Headquarters in 2000 as Director of Customer Access Marketing. From December 2001 to January 2010, she has served as Vice President-Agency in the Great Western Zone. During this time her responsibilities at different times have included Arizona, New Mexico, Wyoming, Recruiting, Learning and Development and the DAFO. Katinka received her bachelor's degree from Smith College, Northampton, Mass. She completed her CLU designation in 1997 and her CASL and ChFC in 2005. Katinka was born in Holland. She has also lived in Brazil, Austria, Pakistan, South Africa, and Australia and speaks four languages. One of her proud accomplishments is that in 2003 she climbed Mt. Kilimanjaro. Katinka is married to Chris and has five children: Michael (24); Tim (21); Andrew (18); and Kate and Ian (4).

As Vice President, Global Customer Engagement, Terry Cain’s focus is on how companies create a culture of customer service excellence, where every employee understands why it’s important, and what their role is in delivering a consistently great customer experience every day. Providing real value that the customer perceives is real leads to a mutually beneficial relationship referred to as customer engagement.

Prior to this role, as Vice President, Operational Excellence, Terry managed a team responsible for Avnet Results, encouraging and rewarding employees to improve the company and contribute to an innovation culture at Avnet. He previously held positions as V.P. Shared Services, Solutions Development, Partner Alliances, and Business Development. In each of these roles, Cain was responsible for change management, building alliances, managing suppliers and developing market solutions for Avnet. A career constant is his passion and interest in customer service.

Terry’s career with Avnet began in 1974 in the warehouse, he subsequently moved to positions of customer service, inside sales, product management, field sales, and district and regional management. A mark of his leadership style is “Fun” and his teams have won numerous awards over the years. Terry is involved with the Center for Services Leadership at Arizona State University and currently serves as Board Chairman of Parenting Arizona, a non-profit child abuse prevention agency. He plays golf and music and resides in Tempe with his wife, Rebecca and has one adult son, Jonathan.

Kerry Caylor is VP of Business Development, Global Client Care. In this role he is responsible for DMT and SMB revenue initiatives which include understanding the strength of organizational assets, positioning them for growth and aligning departmental strategy with the objectives of the corporation.

Previously Kerry served as Vice President of Global Assets where he was responsible for PBMS’ major spend categories. Total scope includes over 20, 000 assets located at 42 PBMS shared service operations and over 700 customer sites in 11 countries. In this role he was the unit’s executive liaison during the Strategic Transformation project and to various PBI shared service groups such as Enterprise Procurement, CRE, DMT, SMB and Global Client Care.  He was the executive interface for all major partners including Canon, Sharp, Xerox, OCE, EMC among others.  In 2013 his position was moved to PBI where he joined the Project Prometheus core team as the PBMS subject matter expert.  He was also asked to design and manage the Sandy Hook Snowflake Distribution Center.

Earlier, he had in increasing responsibly within PBMS’ Offsite Document Solutions business which included rationalizing and standardizing the distribution footprint, processes and quality programs as Director of Operations. In his tenure he also assumed executive leadership of the organization which included business development, marketing and direct management of the dedicated sales force.  Key contributions included the design and build of the Windsor ADF and leading the 9/11 recovery project for the AMEX Corporation.

As CIO at API Group Inc, Julius Chepey provides decisive leadership to resolve diverse business problems and drive new levels of corporate performance, builds and empowers high-achieving, loyal teams that deliver sustained results, and brings strong global business experience.

He is a results-driven, Executive MBA educated leader with a 20+ year record of documented achievements in business and technology across a broad range of industries.

Chet currently heads up repair services at Sanmina and was formerly employed by Motorola, Solectron Global Services and Pratt & Whitney.  He holds degrees from Clarkson University and Rensselaer Polytechnic Institute.

Angela is an HVAC professional with over 30 years of experience in sales, operations, and general management.  She is a widely respected leader in Georgia market with strategic agility, strong customer focus, and exceptional communication & relationship skills. Angela is Regional Vice President Service for Comfort Systems USA.

As Manager, Field Product Support for BOMAG Americas, Mike is responsible for carrying out BOMAG Americas Field Product Support Business Strategy: BOMAG Americas Field Product Support Business Strategy BOMAG Americas is a powerful vehicle in which each of us has the opportunity to channel our time, talent and efforts to fulfill our mission to provide best in class product support. Through our collective actions we greatly magnify our individual efforts to provide the following: •Provide best in class product support to all distributors and end-users •Strive to resolve after sales issues in a timely and productive manner •Everything BOMAG Americas does should add value for all parties- BOMAG Americas, BOMAG Distributor and ultimately the end-user •Contribute to the financial growth of BOMAG Americas •Help each other develop and grow as a team and as individuals BOMAG Americas overall strategy is to build and support a network of distributors that will perform best in class product support for their contracted BOMAG equipment. BOMAG America’s goal is to be the leading manufacturer in North America not by volume, but by being a good business partner that always has the best interest of the distributor and end-user in mind.

As CIO at ServicePower, Simon manages innovation in development of existing and new software platform integrations, implementation and collaboration in support of global customers. He is a trusted partner throughout the organization leading the development of emerging technologies and business strategies both internally and with clients. Simon is also responsible for managing strategic partnerships by quickly understanding the business issues and data challenges of client's organization and industry, and identifying client organization's strengths and weaknesses where technology and process would provide benefit.

Christopher is Service Manager North America for Durst's Rho product line.

Randy leads the North America Technical Escalation Support organization providing problem escalation support to Xerox Customers and Service Providers resolving their toughest technical challenges with Xerox equipment, software, and workflow solutions.

Ed DeFraine is the West Region Director of Customer Care for Coca-Cola. He leads a team that has responsibility for the installation and maintenance of Coca-Cola’s cold drink equipment. His career with Coca-Cola spans over 25 years and includes leadership roles in manufacturing, finance, operational sales, strategy and field service.

Neil Dimond is Pitney Bowes Vice President of Global Client Service for the Americas. As a member of the Global Client Service senior leadership team, he provides essential strategic and operational guidance to the SMB Mailing, Document Messaging Technologies and Multi-vendor Client services divisions. His responsibilities include the development and execution of business strategies, client relations, service delivery, emerging markets, transformation, strategic labor and talent management and professional and transactional services. Over the course of his tenure, the company has received recognition for its client focused service. Neil originally joined the company in 1989 as part of an acquisition in managed services which began the Pitney Bowes Management Services division. Neil held several key national sales, operations and General Management leadership roles during the billion dollar growth over 20 years of the Managed Services division. Neil is a member of the Board of Directors for the Chicago Chamber of Commerce and 360 Youth Services. He serves on a number of local community outreach committees and oversees a personal charitable foundation. Neil graduated from Eastern Kentucky University.

David Douglas possesses over 25 years of global technology leadership experience in the Information Technology industry. His focus has been in the Lottery and Gaming sectors and his broad experience includes executive leadership of North American organizations responsible for operations, customer deployments of large scale terminal hardware, systems and infrastructure, and operational support. David has achieved great results leading large universal organizations comprised of over 400 employees + consultants geographically dispersed over the United States, Mexico and Puerto Rico. David has a long history of achieving enormous operating efficiencies through multi-sourcing of operations, field service engineering roles and deliveries, consolidation and creation of technology centers and call centers, process and quality improvements through the implementation of Information Technology Infrastructure Library (ITIL) as well as hands on experience with mergers, acquisitions and company integration activities. His key strengths include strong leadership and customer skills, a results-driven focus and a willingness to embrace change.

Steven is Vice President of Marketing & Technology and is a team building VP with extensive experience in the design, development and deployment of large IT solutions to enterprise, government, health care, and energy companies. Consistently build committed, diverse teams focused on supporting the company's strategic plan. Focused on building an entrepreneurial, efficient, and unified team focused on achieving lofty goals.

Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations. Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations. Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across 4 discrete Corporate Performance Management practices and hosted operations. Patrice holds a Bachelor of Science degree in Business from the University of the Pacific, with special study in strategy development and conflict resolution.

Since 2008, Johannes has been President of Siemens Mobility, Siemens Rail Services, responsible for the worldwide service business for Siemens rolling stock, rail automation, electrification turnkey projects.

As an Oracle Product Manager, Kayleigh Fitch acts as a product evangelist for Oracle Field Service Cloud. In this role, she is responsible for crafting a compelling story about Oracle Field Service Cloud and the future of field service management software, then developing and executing on strategic content and training programs to help tell that story globally. Kayleigh is an expert when it comes to understanding and highlighting the role of field service management in the holistic customer experience lifecycle and the broader enterprise technology landscape, as well as unique field service uses cases for industries from telecommunications to utilities to retail. She joined Oracle with the acquisition of TOA Technologies, where she was responsible for public relations and product marketing for the TOA field service management solution. Prior to joining TOA Technologies, Kayleigh was an Account Supervisor at Sweeney, a full service marketing and communications firm. While there, she devised and led integrated marketing and communications campaigns for clients ranging from startups to established businesses in the industrial goods and services, healthcare, consumer packaged goods and non-profit sectors, including many new product launches and rebranding efforts.

Sandra Fornasier is currently Global Director of the Ciena’s Customer Experience Specialists (CXS) where she is responsible for redefining Customer Experience strategy as a competitive advantage for Ciena. Ms. Fornasier leads the CXS team in their mission to ensure Ciena’s collective customer and partner voice is systematically measured and analyzed for actionable and impactful business insight. Alongside innovative technology solutions, Customer Experience is integral to Ciena’s strategy for strengthening core business and determining new vectors for growth. Over the last 18 years in Telecommunications, Ms. Fornasier has held a number of roles including customer advocacy, product definition, program management, sales support, system engineering and software development. Ms. Fornasier is a certified Project Management Professional and received her Bachelor's Degree in Computer Science. She is an active member of the Customer Experience Professional Association.

Gregg is currently Service and Dealer Development Manager for Kawasaki Construction Machinery America (KCMA). He has 24 plus years of experience with KCMA working in the product support industry. Gregg started as a Rebuild Technician and has moved to several different positions within the company including Technical Support specialist, Major Accounts Support Manager, Field Service Manager and then into his current position. Current position also includes responsibilities of managing warranty department as well as managing the Kawasaki rebuild center. He is constantly working with all departments at KCMA to meet the needs of the dealer as well as their customers, and understands the importance of uptime and the fact that it’s not just a catch phrase to the customer.

Tom Fry is Vice President of Customer Care at Carl Zeiss Meditec, a position he has held since January 2011.  He previously held leadership roles at Asyst Technologies and TNS Global and has graduate degrees from NYU's Leonard N Stern's School of Business and Harvard Business School.

Chris Gera is Vice President of Field Service at Vivint Inc., the largest home automation company in North America. Chris is responsible for leading Vivint’s 800 field service professionals and directing the software and support infrastructure required for their operation. He oversees a number of areas including: field training, scheduling, licensing, safety, installation and service execution. All of these areas are focused on providing a world class experience for their clients. Before joining Vivint, Chris worked with Nielsen in a variety of roles and positions. Chris served as the company’s Vice President of Field Operations for more than six years and was in charge of 56 research panels and 700+ employees. In this position he was directly responsible for client deliverables, client problem resolution, strategic planning, financial management, and efficiency-related improvements in the company. Chris also served as Nielsen’s Vice President of Field Information and Support Services for an additional six years and then as Global Strategic Program Leader during his last year at the company. In his most recent role, Chris defined an innovative digital and technology strategy for Nielsen and executed transformative changes in company operations, supporting 15,000 associates in 108 different countries

Sudipto currently works at Lenovo India as Executive Director, Services. In his most recent role, he served as Chief Customer Support Officer of Acer India for past 13 years and was responsible for developing the strategy and executing against plan for the overall service operation in India. His team developed Acer's outsourced model for world-class contact center, state-of-art repair center, central support warehouse, and all-in-one regional support warehousing. Sudipto's experience before Acer includes almost 17 years at Compaq, Pertech Computers, and Tata Steel in a number of service operations, business development, and marketing roles.

Jeremy Gold, Manager of Strategic Business Alliances for SOTI Inc. has over 15 years of experience in the IT and mobility industry. Focused on the Fortune 500 and major accounts, Jeremy’s passion for technology, building relationships and true customer service has enabled him to drive double digit business growth during his 5 plus years at SOTI. Jeremy has become a respected SME thru his ability to highlight and convey the business value of mobility technology to his base of partners and customers.

Tom Grosskopf is currently serving as the Global Director, Commercial Services for the Abbott Medical Optics Division of Abbott Laboratories. Grosskopf manages a large global services business that includes both the technical and customer service functions that support Abbott’s growth plans. Recently he led a major initiative to move the services team from operations into the commercial function so that the business can be more customer facing. This includes moving toward a profit model that is linked to increasing the value of services that Abbott delivers. Prior to his Global Commercial Services role, Grosskopf developed and led a global corporate account team and was head of the sales and marketing efforts for the cataract and refractive business within the Americas region. He has also held several sales and sales management positions within the cataract business throughout the United States. Before joining Abbott Grosskopf spent 4 years in the consumer products industry with Helene Curtis and during a break from Abbott he was head of sales and General Management for two software companies that specialize in the CRM and Call Center space. He holds a Bachelor of Science Degree in Marketing from the University of Arizona and has attended several business and management development courses throughout his career. Tom and his wife Christie reside in North Scottsdale, AZ and his son Grant attends the W.P. Carey School of business at ASU and his daughter Madeline is a senior in high school.

Mr. Gruenzig joined the LoJack Fleet Management Division from TomTom and has over 15 years of Fleet Telematics experience worldwide in developing and implementing fleet solutions to all sizes of organizations. As a key TomTom Senior Vice President in opening new markets and products new commercial and international initiatives within TomTom worldwide Mr. Gruenzig brings years of successful experience to the implementation and management team.

Jack Hager is VP Operations at Pendum, which is the nation’s largest independent service provider for ATMs and other cash automation equipment for national and community banks, credit unions, off-premise deployers, gaming and retail establishments. Drawing on more than 25 years of dedicated service we offer end-to-end solutions encompassing equipment sales, maintenance, turn-key managed services, and value added services such as teller automation systems.  Jack is a graduate of UVA’s Darden Graduate School of Business Management.

Jim Harper is Mitel Networks’ Vice President of Services for the Americas. In this role, he is responsible for leading the delivery of Professional Services and Customer Services to over 3000 businesses in the Americas geography. Currently, Jim is transforming the delivery of Mitel’s customer service as Mitel continues its transition from a traditional hardware-based, business communications provider into a provider of software-based, unified communications applications and solutions. Prior to joining Mitel, Jim held leadership roles in both sales and delivery of technology-based services in telecommunications and Human Capital Management Software-as-a-Solution providers.

With 30 plus years in the service industry, from a 'grass roots' start as a service engineer, to developing my career onto leading a 1,000 person European service operation, Dave is in a unique position to understand what makes a service organisation 'tick'. He has turned unprofitable service businesses around, introduced cloud based systems to develop sustainable growth and efficiency, whilst enhancing employee engagement. As VP of Global Customer Transformation for ServiceMax, Dave supports companies on their journeys looking to transition or transform their field service operations into profit powerhouses. By sharing his extensive field service experience and my knowledge of the ServiceMax platform, Dave has helped companies maximize efficiencies, grow revenues and deliver outstanding customer service.

Blake Heim is currently Director of Service Products & Installations for Hobart Service, a Division of the ITW Food Equipment Group.Blake has worked at Hobart & the Food Equipment Group for over 20 years spanning work as the Marketing Manager for Deli Products, Manager of Marketing Research for the Food Equipment Group and then Blake became the Director of Marketing for Hobart Service in 2000.Blake went on to assume the Director of Service Products position in 2010 where he manages not only the Product Development for Hobart’s Contracts & Preventive Maintenance (including the introduction of Hobart Prosurance™) offerings but the National Customer Care team and their National Call Center. Blake is a graduate of Ohio Northern University where he earned his Bachelors in Business Administration. He went onto complete his MBA at the University of Dayton in Marketing. Blake resides in Troy, Ohio with his wife Kim, sons Alex & Parker Heim.

Eric Helmstetter is Vice President Customer Care at Alliance Machine Systems International.   Eric has 30 plus years of experience working in the aseptic, bottling, distribution, and corrugated machine manufacturing industries within the customer service and parts departments – specializing in increasing service levels and professionalism, parts sales through initiatives, project projecting, training/motivating personnel, and creating and implementing quality/retention programs.

Eric and his family live in the Spokane Washington area for the last three years – coming from a lifetime of living on the East Coast.

Howard is a software executive with experience in general management, strategy & marketing, sales, product development, professional services, strategic alliances and M&A. Experienced in defining new market opportunities and implementing effective go-to-market programs that produce accelerated revenue growth and margin expansion. Track record of building strong teams and a winning culture. Extensive knowledge and experience in retail, consumer electronics, life sciences, industrial products and aerospace & defense industry segments. Howard is currently Divisional Vice President and General Manager at PTC. In this role he is responsible for the business strategy and P&L of PTC's Service Lifecycle Management (SLM) Segment. PTC’s SLM Segment provides service executives a complete connected serice (IoT enabled) solution portfolio for creating and publishing technical information and service parts information, efficiently executing service delivery and optimizing the service supply chain. Prior to Howard's current role, he served as General Manager of PTC's IoT Segment and General Manager of PTC's Supply Chain Segment. During his tenure at PTC, he has held numerous executive leadership roles in direct sales, channel sales, professional services, strategic alliances and general management.

Kyle adds over fifteen years of enterprise leadership and innovation to the TerraXML executive team. In his role of Vice President of Marketing, Kyle is responsible for the TerraXML go-to-market strategy surrounding solutions positioned for the field service market. Prior to joining TerraXML, Kyle has held senior roles with two globally leading design and engineering technology providers, Autodesk and Dassault Systems, as well as in the life and laboratory sciences industry with Thermo Fischer Scientific. Kyle holds a BA in International Political Science with a minor in International Business from the Metropolitan State University of Denver and an MBA in Marketing from Regis University.

Curtis (Curt) Hill serves as Vice President of Cisco’s Technical Support Services’ Customer Assurance team. As the “customer’s ultimate advocate” at Cisco, his team is responsible for resolving and minimizing critical customer issues across functional and geographical boundaries. The team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to prevent future issues from occurring.

Hill began his career at Cisco in 1995 as a customer engineer supporting multi-protocol technologies. Since then, he has led teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Most recently, he led the High-Touch Technical Support Organization and Cisco’s Latin America and Japan support delivery theatres.

Hill is the executive sponsor of the Organizational Learning Working Group, part of Cisco’s Quality Experience Steering Committee (QESC). He is a member of both the QESC and the Operational Excellence Steering Committee, cross-functional leadership teams that drive an improved customer experience across Cisco. In addition, Hill is the executive sponsor for several of Cisco’s top customer accounts.

Karl Hohmann has over 20 years in sales and channel development with enterprise technology solutions. For the last 10 years, Karl has worked with CEOs and field service executives to improve efficiency in their service operations and delivery strategy.
Prior to joining Verisae, Karl held various sales and channel management positions at ClickSoftware and Diabsolut. Most recently, Karl was the Vice President of Global Sales at ServicePower, focused on increasing successes in both direct sales and via a partner network.
At Verisae, Karl leverages his experience in the workforce management field, helping utility companies that can benefit from Verisae solutions to address their business needs.

Charles Hughes, Director of Field Services for Walgreens, leads a team of field service technicians to support the technology and services at more than 8,600 locations. He is responsible for driving continuous improvement in service delivery and creating value for Walgreens. Under his leadership, his team is transforming the Walgreens support model, including adding more services for maintenance, installation and repair. He is a strong advocate of using financials and metrics to help manage the business, and a firm believer that they are critical tools in creating sustainable success. He has developed a strong reputation for driving down costs and raising service levels. Charles has also served in the positions of Network Operations Center Director, Field Services Manager, Service Delivery Manager and Field Services Supervisor. His previous employers include Intrado, Acuative, Level 3 and WilTel. Prior to entering the civilian world, Charles served 12 years in the US Army in the Field Artillery and Signal Corp. where he earned the rank of First Sergeant. He holds a Bachelors and an MBA with a focus on transformational leadership. When not engaged in work or family obligations, Charles works to improve his culinary skills and developing the perfect outdoor cooking experience and menu.

Tom Jones is National Service Manager at Bosch Rexroth.

Jim Joyner is the Vice President of Corporate Excellence for Card-Monroe Corp. in Chattanooga TN. He graduated from UT Chattanooga with a BS in Finance and later earned an MBA from the University of St. Thomas in Minnesota. Jim began his professional career with the 3M Company where he progressed through the ranks in quality, manufacturing, sales and marketing. After ten years he joined Philip Crosby Associates as a vice president, helping to grow the company into the world’s largest consulting firm specializing in quality. He later became a senior vice president and then division president, expanding the Quality College Division into seven countries. In 1991 he started Joyner & Company, a management consulting and training firm to focus on Quality and Lean Management Systems. He has been with Card-Monroe since 2003. As a consultant/educator, Jim has worked with hundreds of organizations on six different continents. He has served as an advisor to the Japan Management Association and authored several books including The Seven Myths of Total Quality (1991), Quality Works (1992) and Quality Still Works (2014, available on AMAZON). He is currently working on another book regarding lean success in a low volume - high mix manufacturing environment. From time to time Jim teaches business at the college level. He is a frequent speaker at conferences and has served as an examiner for the Tennessee Center for Performance Excellence. Over the past forty five years, Jim has taught or presented to over twenty thousand people. (He has also earned over three million frequent flyer miles). Jim and his wife (of 40+ years) Gretchen have three grandsons. He is a motorcycle enthusiast and enjoys tennis and golf.

Douglas (Doug) Kint is a Senior Project Manager and Site Manager of Lockheed Martin’s Mission System and Training (MST) facility in Virginia Beach, VA. 

In this role, Mr. Kint is responsible for program development and execution of a broad range of sustainment and customer service activities performed by the Virginia Beach organization in support of MST’s various lines of business including Undersea Systems, Integrated Warfare Systems and Sensors, Ship and Aviation Systems and New Ventures with employees located at over 25 locations that provide world-wide technical support services to the US Department of Defense.

Mr. Kint joined Lockheed Martin in 1979 as a field service representative and has spent his career in the customer services industry.  His diverse background includes experience in activities related to field service operations, program management, business development and finance/business operations.  His experience also includes supporting a number of key customer programs including the Aegis Combat System, the Trident Submarine Data Processing Subsystem, Fast Attack Submarine Combat Systems, the Battle Force Tactical Trainer System, the Littoral Combat Ship and various Aegis Ashore related programs.   Prior to joining Lockheed Martin, Mr. Kint also served in the United States Marine Corp as a tactical data communications central technician.

Andrew is Vice President, US Life Cycle Services for ABB Inc. Responsible for Process Automation and Utility Automation installed base control systems including service labor contracts, control system evolution, aftermarket sales and operations. He manages a group of 250+ Service professionals in the US.

John is Vice President Eastern Operations at Ainsworth Inc.  He was formerly employed by Woodstock Hydro Services, Union Energy, and Canadian Gas Association.  He has a degree in Civil Engineering from University of Waterloo and an MBA from Heriot-Watt University Edinburgh Business School.

Vasiliy Krivtsov is a practitioner and a consultant in Reliability Engineering, Risk Analysis and Applied Statistics employed by Ford Motor Company as a Staff Technical Specialist. He holds a Ph.D. degree in Electrical Engineering from Kharkov Polytechnic Institute, Ukraine and a Ph.D. in Reliability Engineering from the University of Maryland, USA. Vasiliy is the author and co-author of over 50 professional publications, including 2 books on Reliability Engineering and Risk Analysis, 9 patented inventions and 6 trade secret inventions on statistical algorithms of Ford. He sits on the editorial board of Elsveir's international journal on Reliability Engineering and System Safety and is a Senior Member of IEEE. Prior to Ford, Krivtsov held the position of Associate Professor of Electrical Engineering in Ukraine, and that of Graduate Research Scientist at the University of Maryland Center for Reliability Engineering. Further information on Dr. Krivtsov's professional activity is available at www.krivtsov.net

Shawn is Director of Service for Diagnostic Imaging at GE Healthcare.  He previously held leadership roles at Leica Microsystems.

Mr. Lewis has been CEO of FieldSolutions since it was founded, during which time the Company has maintained its focus on technology, processes and services, consistently achieving quality outcomes for field services of technology equipment. Mr. Lewis’ prior business career includes over 35 years of executive management experience in technology based products and services companies. He has been CEO of several successful early stage technology companies, one of which became a publicly traded NASDAQ listed Company. Prior to his involvement with these start-up companies, he was with IBM for 14 years in management, sales, systems engineering and product management. Mr. Lewis is also the founder and a partner of Minnesota based Sherpa Partners, a technology investment firm. He currently serves as a Board Member of several early stage private companies as well as several non-profit organizations. Mr. Lewis is a graduate of Princeton University.

Mr. Lindsay has worked with Alabama Power Company for 36 years. He has held various management positions in the area of Distribution and with extensive experience in engineering, operations and control centers. Currently he is the Manager of Distribution Technology Solutions. This includes business support for all Mobile solutions including hardware and applications, GIS, Workforce Management Solutions, iFactor outage communications tools and other enterprise applications in support of engineering and operations. Brian also serves as a Director of large storm teams that support Mutual Assistance efforts during major storm events across the country.

Greg Manganello is SVP of Services at Fujitsu Network Communications Inc. He captains the Network Services business at Fujitsu, a role he has occupied since 2008. His broad strategic vision has enabled Fujitsu to transform its Services business into a high-growth, profitable powerhouse. Greg’s transformation-oriented, inspirational leadership style is the result of over 25 years of profit and revenue creation in technology companies. His tough-minded, innovative approach is focused on creating an organizational architecture in which top-flight talent can think big and perform beyond expectations. Greg began his career at Bell Labs as a solutions architect and advanced rapidly through various management roles. Throughout the 90s, Greg held positions as director of strategy, marketing and business planning, business development and executive sales. More recently at Alcatel-Lucent, (formerly AT&T Network Services, Lucent Technologies and Bell Labs) Greg was VP of business development in Brazil, then North America VoIP leader, and Industry and Public Sector VP. Greg holds a Bachelor of Science in Electrical Engineering and Computer Engineering from the University of Wisconsin and a Master of Science in Electrical Engineering from Cornell University. He also attended Penn State and Thunderbird University, earning executive education in Financial Analysis for Strategic Management, a Mini Master of Business Administration (MBA), and Financial Issues in Global Competition. He has been selected for the Fujitsu Global Knowledge Institute, a six-month senior leadership development program.

Franke is responsible for the development and leadership of a new division focused on the marketing and sales of Soti’s solutions, products, and services to Regulated Industries (Federal & State Government, Education, Transportation, Banking & Finance). In this capacity Franke is responsible for creating and implementing strategic business strategies, advanced industry solutions and product development for enterprise and government customers. Additionally Franke is leading Soti’s efforts to develop strategic multi-million dollar partnerships with Carrier, OEM, and software partners. Franke will play an instrumental role in aligning Soti’s enterprise technology with its partner’s products, networks and services to provide enterprise customers with safe and effective management of the Internet of Things.

David  McCoy  is the Director of Technical Service  for Ariel Corporation based  in Mount Vernon Ohio. Ariel  Corporation is the largest manufacturer of Natural Gas Compressors worldwide, and is widely recognized as the world standard.

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.

Art is Senior Vice President Service for Canon Business Solutions Inc.  He is a graduate of Western Connecticut State University and a member of the Field Service USA Advisory Board.

With over 25+ years of Field Service experience Steve has strived for and achieved new/different challenges with a proven track record of success. He continues to demonstrate the ability to be a leader of people with a relentless drive for success; using his abilities to interact and develop relationships through self direction and motivation. Steve has demonstrated the ability to be a well rounded leader with executive skills and experience to move to the next level in an organization; through team development, building and leading high performing Teams by presenting business cases in a professional and constructive manner with influence and interaction skills.

Specialties:
Leadership
Communication
Presentation
Facilitation
Project Management
Training
BPI Basic Certification

 Piyush Modi, PhD is Head of Collaboration Mobile Research Labs at GE Software and is responsible for researching and delivering convergence, communication and collaboration enabling platforms and technology solutions.

Before joining GE, Piyush served as a CTO of British Telecom (BT) Global Services accounts, where he led customer innovation and developed multi-vendor solutions to transform Procter & Gamble's global infrastructure spanning networking, collaboration, mobility, voice and security technology verticals.

Prior to that, Dr. Modi served as the Sr. VP of Engineering at IP Unity, where he was responsible for building and leading a global R&D team to conceive and deliver a carrier grade Media Server, Application Server and related Unified Communication, Conferencing and Collaboration solutions for 500+ service providers.

Piyush started his career at AT&T Bell Labs, where over a period of 13 years he researched, developed and transferred Speech Recognition and Natural Language Understanding solutions from research into products and services for all the major AT&T business units resulting in many technology innovations, patents and cost savings of several hundred million dollars annually.

Rhonda is a highly respected leader with strong customer focus, able to communicate organizational strategies and priorities.  Directs cross-functional coordination within a highly-matrixed international organization to achieve high levels of customer satisfaction.  Advanced progressively through the organization from entry-level clerical roles to director-level management by exhibiting excellent vision and leadership skills.  As Service Director, handled the partnership with Washburn Tech, The Victor L. Phillips Company, and Case Construction to launch the first Case Construction sponsored AED certified technical degree in North America.

Mark Moran leads the global support organization for Intrado’s 911 Call Handling solution.  Mark’s primary responsibility is to ensure that each deployed Intrado system is ready to take 911 calls 24x7x365.  Previous to Intrado, Mark lead a variety of service teams at companies such as Jawbone, Avaya and Dell. Mark has dramatically improved performance and efficiency in each role, leveraging his leadership and extensive problem solving skills.  Mark holds a B.S. in Mechanical Engineering from Virginia Tech and a M.B.A. in Operations & Logistics from the University of Tennessee.

Steve Morandi has over 25 years of practical industry experience delivering results for several leading manufacturing and high technology companies. His experience spans global customer & product support, new product and services development, six sigma & related business process reengineering, strategy development, and information technology deployment.

Experience

Mr. Morandi is currently Senior Vice President of the PTC SLM Solutions Management global team responsible for the strategic direction and roadmap of the Connected SLM solution suite and alignment of such to the Service executive business priorities. Prior to PTC, Mr. Morandi was the SVP of an “on-demand” business intelligence and analytic solutions company which was acquired by Deloitte Managed Analytics. Mr. Morandi worked for General Electric for 17 years, where he led worldwide product and customer support activities for the $1B regional airline and business aviation segment; was a Six Sigma Master Black Belt; and where he held various operational leadership roles. He was also a Principal in Service Edge Consulting, a management consulting firm providing aftermarket strategy advice to manufacturing and services businesses.

Education

Mr. Morandi received a Bachelor of Science degree in aerospace engineering from Syracuse University and an MBA from Boston University.

Marty is Senior Manager Customer Response at Bombardier and previously held roles at Learjet.  He has a degree from the Academy of Aeronautics.

As Vice President Customer Support for Husky, Srdjan is responsible for leading customer support organization globally, including field service, spare parts and product quality.

James Mylett is the Sr. Vice President for Service at Comfort Systems USA, a leading provider of commercial and industrial heating, ventilation and air conditioning (HVAC) and building automation services. With more than 85 locations nationwide, Comfort Systems delivers high quality engineering, design, installation, energy assessment, and repair and maintenance services across the US and in a wide range of customer sectors.

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.

Brad has over 30 years of experience in service management at Mitsubishi Electronics, The Gillette Company (Braun), and The Toro Company where he is currently Director of Customer Care in the Commercial Division supporting distributors and customers in the Golf, Sports Fields and Grounds businesses.

He possesses a BS in Business Administration from The University of Redlands in Redlands, CA and an MBA from Northeastern University in Boston, MA.

Bob Nelson has been Vice President of Ray Lindsey Company for 15 years. He has headed the aftermarket parts and field service group of this manufacturer’s rep firm since 2001, and utilizes his customer focused leadership style to build profitable customer relationships.  He balances customer lifetime value with the voice of the customer, and strives to put people before profits.

Gerald is a currently V.P. of Global Customer Services with MEGTEC Systems, a leading manufacturer of web coating, drying and air pollution control systems.  Gerald is responsible for managing the $65M aftermarket business on a global basis. Managing the field service staff, technical support staff, parts department and engineering services.   With employees scattered around the globe in 14 different countries.  Gerald has his undergraduate degree from the University of Wisconsin-Platteville in Mechanical Engineering and his MBA from the University of Wisconsin - Oshkosh.  Gerald has been with MEGTEC for 26 years.  He is married with his wife Lisa and is the father of three girls, all three girls will be married by the end of this summer!!

Steve O'Brien brings over 20 years of product marketing experience in the technology industry. As marketing lead for all of Pega's mobile initiatives, Steve is responsible for helping to define mobile product offerings that meet the needs of large Field Service organizations. Prior to Pega Steve served as VP Marketing & Sales at Adometry, an ad tech provider recently acquired by Google. Before that he led sales and marketing for Unica's Internet Solutions Group, where he helped establish Unica as a leader in the Web analytics market. His career also includes marketing leadership roles at Sun Microsystems and Red Brick Systems, as well as being a founding team member at Fireclick, a pioneer in the Web analytics space acquired by Digital River, Inc. Steve holds an MBA from the Johnson Graduate School of Management at Cornell University and a B.S. in Operations Research & Industrial Engineering from Cornell University.

Paul is currently Head of Airbus Field Service Worldwide, in position for the past year.

Previously held various roles in Airbus Customer Services including Head of Airbus Customer Support for Middle East/Africa and South Asia for 4 years, Customer Support Director looking after the Middle East for 4 years, prior to that spent 12 years in BAESYSTEMS, formerly British Aerospace in marketing/sales and commercial contracts roles.

Born and raised in Zambia, son of expatriates. Attended Nottingham University with a Bachelor of Science Degree with Honours, followed by a Masters Degree in Aeronautics from Cranfield University.

Two teenage children keep me busy and my interests include skiing, playing squash and golf and when time permits flying radio control planes!

Jeff is an entrepreneurial Executive and CEO Coach who combines $50 million P&L experience in the high-tech industry and proven complex sales leadership within the software and services markets. Expert at turning around and growing struggling or fledgling operations highlighted by the fiscal turn-around of a $10M publicly-traded software company despite facing a challenging global economy.

Greg Parker is the director of customer care for Trane. He is responsible for leading the Trane heating, ventilation and air conditioning customer experience. Parker also leads the technical training and field-college teams in service and contracting for Trane North America. He has more than 18 years of experience in product and project management. Parker previously worked as a service director for Hussmann where he led the North American heating, ventilation, air conditioning and refrigeration building services and solutions business segments. He holds a bachelor’s degree in electrical engineering from Auburn University and a master’s degree in business administration from Indiana University’s Kelley School of Business.

An early interest in technology led Eric through the US Navy and the submarine service. Capitalizing on his technology training, Eric joined a market leading organization (Eaton Corporation) in their field service department and his career has grown from a district through to Global responsibility. Most recently his role included leading a Global Services organization for Axcelis that spans operations in 12 countries. Eric brings over 10 years of executive services experience in the semiconductor equipment manufacturing industry with a strong focus on service growth and proven customer satisfaction.  He is a highly experienced services executive with proven leadership skills in service sales, marketing, contract negotiation, and field engineering management of a diverse and global organization. As a leader his career has focused on different types of leadership: 1. Creating Strong business teams including Field Service, Service Sales, Marketing, and Customer Service. 2. Leading process change including implementing 6 Sigma, and certifying WW field offices to ISO 9001. 3. Driving a high level of customer satisfaction while increasing service revenue and driving margins to over 50%. 4. Implemented global service P&L with revenues reaching a peak of $177 million. 5. Driving Install and Warranty cost levels down to best in class performance. 6. Implemented new ERP and CRM systems for Global Service.

Tony Pesch is Senior Director, Customer Support and Services at Thales Avionics, Inc. Tony manages the region (Canada, US, Mexico and LATAM) support for all customers in the avionics markets (ATA, HEL, Biz Jet, Regional). Prior to Thales, he held positions at L-3 Com and Honeywell Aerospace. Tony is a US Air Force Retired Veteran, and currently resides in Phoenix Arizona with his wife and 4 kids.

Jérôme Piche holds a 20 year experience within in-vitro Diagnostic industry. With a background in medical analyses and business he started his career at Organon Teknika in 1994 in France, he held various positions: Sales Representative, Product  specialist and Product Manager in several fields such as microbiology, Immunology and Molecular  Biology for private labs, hospitals and blood banks.

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.

As a senior 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 60 research reports and benchmarked more than 4,000 service executives in his five plus years with Aberdeen: •Field Service and Mobility •Service Parts Logistics •Warranty and Service Contract Management •Reverse Logistics •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).

Joe Pinto is the Senior Vice President of Cisco’s Technical Services group. Through a team of more than 5300 employees, Pinto is responsible for directing programs that improve our customers’ experience through product and service quality, including technical assistance, onsite and spare part logistics, CCIE certification, and a wealth of web- and community-based technical support resources.

Since joining Cisco in 1991, Pinto has guided the services organization to anticipate and address the changing business needs of Cisco customers and partners. He and his team have created and implemented Cisco smart services, enabling Cisco and Cisco partners to help customers predictably manage the health and stability of their networks, reduce costs, mitigate risk and promote innovation.

Smart services also support Cisco’s overall services strategy by bringing Cisco industry knowledge, expertise, and tools to more customers and partners. With Cisco’s foundational support capabilities and smart interactions strategy, Pinto’s team works to tailor service delivery to the needs of distinct customer segments and regions around the globe. Today the overwhelming majority of Cisco customer and partner technical support issues are solved online, where knowledge transfer and sharing of best practices have resulted in faster issue resolution, and continuous customer and partner feedback improves services, products, and business processes across Cisco.

Paul Prevot is responsible for Acuative Corporation’s Global Field Service Organization. His teams handle strategic planning, deployment and on-site execution of field activities to fulfill customer needs and service level agreements. Mr. Prevot’s field service team is the face of Acuative to many of its customers and is dedicated to providing world-class customer service, technical competence and added value. Mr. Prevot has over 25 years of experience managing operations, field services and service support teams. In addition to Acuative he has held a variety of key positions with MCI/Worldcom, Windstream, and Alltel Communications. Mr. Prevot holds a Master of Science in business administration/MIS from Franklin University in Columbus, Ohio; a Bachelor of Arts in human resource development from Wheeling Jesuit University in Wheeling, West Virginia; and an AAS – Electronic Technologies from Devry University in Columbus, Ohio.

Patricia Rash is Vice President of Remote Technical Support & Escalated Support Operations for US with Xerox Corporation. She joined Xerox in 2006 as a Senior Operations manager for the Midwest service region, where she reported to the VP of the Midwest region and was considered his chief of staff. In 2007 she became a manager in the Xerox Global Services Organization, where her primary focus was to oversee the delivery, implementation, and support teams for the Managed Print Services offering. In January 2009, she was promoted to Vice President North America Customer Support, where she oversaw all first- and second-level customer support teams and managed the Offshore Partner Relationship Team.

Making customer connections and resolving their technical problems is what her organization is all about. “My organization evolved in 2013 with a mission of resolving customer technical problems remotely and only sending a Customer Service Engineer when needed.  The rapid success of the organization has been staffing the team with the best technical experts, and making sure the customer gets to right expert at first contact.  The team accomplished this by  modernizing the support flow and eliminating non-value steps within the process.  The results speak for themselves as measured thru our Customer Satisfaction survey, our financial results and the big win for our employees.”

Patricia caught the “services bug” while working for Eastman Kodak as a field engineer in the 80’s. She was working as a technician in manufacturing, supporting the Technical Services organization at Kodak. “I was very interested in technology and wanted to work closely with customers,” she says as she describes her early interest in services. “I am a person who likes to fix problems both internally and externally. Working with customers and resolving their business problems has always been an interest of mine, and I think I do a good job at it.”

Jay is an accomplished service executive with 25 years experience with Samsung Electronics Customer Satisfaction Division. Led many departments during my tenure including; electronics, home appliance and IT product field service; recall/rework; technical support, quality control; major project management (PMO); product returns management; refurbishing center; specialized call center reps; technical support; training; strategic accounts; and warranty claims processing. Managed the critical support relationships with Samsung’s biggest retail customers. Successfully led the largest international service project in Samsung’s history. Specialties: • Lead “Quantum Leap” project during 2010. Largest investment in service in Samsung’s history • Special award directly from CEO for handling largetest national washer and dryer rework complete in time for Black Friday sales Oct 2010 • Designed “war room” for preventative escalation avoidance and process control. Feb 2010. • CEO Award 2009 for creation of real time repair tracking management program • TV service innovation project resulting “Field Engineer Program” utilizing exclusive/dedicate 3rd part techs.

Mike has held many sales and management roles in both the OEM and Service pProvider verticals, including repair management roles with Toshiba America, Symbol Technologies, Motorola Solutions and currently Sanmina Corporation, where he's responsible for outsourced services solutions in North America.

Michael leads the strategic support for all post-sales solutions toour customers in the Up, Mid, and Downstream Oil & Gas Industry.  Specialties:SME matrix management, projectstand-up, affirmative impact on failing programs, electrical power generation,infrastructure, HSE, training, and organizational management. Leading inaustere combat-zones, rebuild customer relationship, planning and operationsmanagement.

Ron Salvador is Director of Business Development for PTC’s Service Lifecycle Management segment. Ron has over 20 years of Business and Service leadership as well as extensive Business Process and Transformation experience across multiple industries. Prior to joining PTC in May 2012, Ron served as a Partner with a Corporate Advisory Firm and a member of the Operations Management Team at Cerberus Capital Management, LP, where he served in various executive positions directing restructuring and due diligence activities. Prior to Cerberus, Mr. Salvador served in Senior Leadership positions over a 13 year career in several General Electric (GE) Company Industrial Divisions including GE Rail, GE Aircraft Engines, and GE Water. His roles at GE included positions in Operating P&L’s, Quality, and Services. Prior to joining GE, Ron served as a Captain in the United States Army. There he served as a Platoon Leader and Executive Officer of a Combat Engineer unit at Fort Hood, TX. Ron is a veteran of Operations Desert Shield and Storm. Mr. Salvador graduated from The United States Military Academy at West Point with a Bachelor of Science in Mechanical Engineering.

Buddy Saucier is the Vice President of HVAC Service and Security & Fire Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers Buddy has more than 30 years of experience in the HVAC service industry. He has led P&L and functional business teams and is a recognized champion for project management and change management When not working or spending time with his family, Buddy is active in community service, plays golf, and enjoys cooking.

Dan is Director of Field Service and Customer Support, Americas for Fluid Management.

For the past 25 years Amos has enjoyed a successful career in International Technology and Customer Support Management. He has created and developed Infrastructures of Operations including: Systems Design, Programming, Installation and Integration in the countries of Europe, Israel, and the United States. Some of his most notable experiences have been in helping multiple companies establish an international presence. Amos began his career as R&D Engineer and System Manager at Scitex Israel, the inventor of Digital Pre-Press Systems. He went on to oversee the company’s development and service of Graphic Arts Solutions in Central Europe as District and Regional Manager for the Central US and Canada. Amos continued his career as Customer Support Manager for Delphax Technologies, a manufacturer of high volume printing equipment for publishing, direct mail, legal and financial applications. Amos joined Minntech Corporation in 2005 serving as the Director of Customer Support. Minntech designs, develops, manufactures, markets and distributes disinfection/sterilization reprocessing systems; hollow fiber filtration and separation products for medical applications; and Medivators endoscope reprocessing systems. Amos holds a degree in Electrical Engineering. He graduated from the MBA program at the University of St. Thomas.

Steve is currently the senior sales leader responsible for a $1.2B service selling organization at Tyco/SimplexGrinnell, North America.  He is passionate about all elements of service including sales, marketing and operations.  He cites processes, tools, training and technology as the fundamental enablers of a healthy, growing service business. 

Prior to 2011 when he joined SimplexGrinnell, Steve spent ten years with UTC/Otis Elevator in service operations, service sales and service marketing roles, including the senior leadership role responsible for service sales and marketing in North America.

Prior to Otis, Steve was the President and principal of a successful market research firm specializing in customer experience and consultation services to clients in B2B as well as B2C industries.   

Steve has a BS in Business Administration with concentrations in marketing and finance from Old Dominion University.

He is married to his wife of 18 years, Heidi, and has two sons, Nicholas and Andrew.  In his spare time, Steve enjoys endurance running, coaching youth sports, reading, cooking…and of course, anything Service related!

John is responsible for overseeing all aspects of CaseBank’s marketing and strategic alliances, with special emphasis on product positioning, sales support, market awareness and partnerships. John is tasked with developing effective relationships with software vendors and system integrators that support the manufacture and operation of complex equipment, thereby opening new markets to CaseBank’s technology. John has over 20 years experience in sales, marketing and strategic alliances. Prior to CaseBank, John held senior positions at Enigma Information Retrieval Systems and PTC. He started his career as a design engineer for GE Aviation.

As Director of Customer Service, Richard's responsibilities include: Managing all equipment service activities for North and South America. Managing strategic planning and tactical resourcing of over 1600 customers. Responsible for headcount, budgeting, contract sales and world class customer service. Managing execution of all contract negotiations for equipment maintenance and repair. Using proactive marketing and analysis approaches to grow this segment revenue by 10% in 2009 and an additional 15-20% per year from 2010-2013. Responsible for the acquisition of multi-million dollar, long term service agreements with key accounts in the radiation oncology industry.

Tim is an executive leader with global P&L, multi-site, and large scale operational experience. Specific expertise in field services and customer services, manufacturing and printing operations, sales and sales management, general management and executive leadership. Experience leading teams of sales professionals (inside and outside sales, direct and indirect), service delivery technicians, engineers and product development managers, sourcing and supply chain professionals, and managing in complex matrix organizations across the globe. A communicator and collaborator delivering results through team members, partners, and technology.

Mark Stevenson is a seasoned sales executive with 20 plus years of experience focusing on mobility solutions and wireless technologies. Experience in working with both SMB and Fortune 100 customers, Mark is adept at identifying customer needs and requirements and ensuring a trouble-free product implementation. Mark has previously worked at Unitek Education, Notify Technology and Verizon Wireless. Mark manages SOTI customers in the South West region of the US.

Dwight Strayer is the Chief Operating Officer for SEI. Dwight oversees the service delivery and all related support operations. He is also responsible for developing service leaders as SEI continues to expand.

Dwight brings a wealth of knowledge and experience to his role as a result of multiple positions at Service Express. He began his career as one of SEI’s first field engineers in 1988. After years of field support, Dwight became IT Director in 1999 and automated a majority of the service and support processes and data recording. In 2000, Dwight was named Vice President of Service and in 2012, he was named Chief Operating Officer.

Dwight holds a Computer and Electronics Technology degree from ITT Institute – Grand Rapids.

Dan is a decisive leader who thrives on pursuing challenges others back away from. He is energized by complex and thought provoking enterprise-level problems in fast-paced environments that require thinking outside the box and introducing new strategies, processes, procedures, and technologies to resolve. Dan is an organizational architect with 25+ years of technical service experience who loves developing and optimizing service delivery team and account management teams to a level of world class efficiency, effectiveness, and profitability.

Ben is Field Service Director EMEA for Whirlpool and is based in Copenhagen, Denmark.

Bonnie currently leads the America’s Service and Support organization for HP’s Inkjet Web Press business. She is responsible for P&L forecasting, budgeting, strategic planning, development & implementation of revenue growth programs, vendor management, and delivery of all installation, training, and field support services in North America, Central America, and South America. An accomplished leader, with 15+ years of success, Bonnie has a history of focusing on the customer experience that has yielded high customer satisfaction, loyalty, and sales. She is an innovator of services that improves customer experience while enhancing business efficiencies. An example of this is HP’s new Visual Remote Guidance service, which is a combination of HP’s collaboration studio MyRoom and Google Glass. Bonnie and her team were instrumental in the functional testing, service development, and deployment of this exciting new service that is set to change the way we work together remotely. Her passions include building strong teams and scalable infrastructure in startup environments. Thriving in the tornado of new business launches, she excels at reining in chaos, by creating and leveraging repeatable processes, developing strategic alliances, and attracting the talent required to build and sustain growth and profitability. She is a member of the leadership team for the HP Corvallis Women’s Network, and is the Chairperson for the Social and Community Outreach sub-committee. Bonnie holds a Master of Arts degree in Organizational Management. She is based in Corvallis, Oregon.

Dane leads the Trane North American commercial heating, ventilation, and air-conditioning building services and customer care business segments and has held a series of positions with progressive expansion of responsibilities in sales and marketing for the building and energy services segment of Trane, a brand of Ingersoll Rand.

Scott Tarran is the Service Operations Manager at Bruker AXS for the North America region.  Bruker is one of the world’s leading analytical instrumentation companies with over 90 locations on all continents.

Scott started his career in the analytical instrumentation business at General Electric in 1990.  He began as a final test engineer and transitioned into Service as a remote support engineer within a year.  The GE NMR Instruments business was sold to Bruker in 1992 and Scott was promoted to Service Management as part of the transaction. 

Scott has held various positions in service management at Bruker and move to his current role as Service Operations Manager shortly after Bruker acquired the analytical X-ray business from a joint venture between Nicolet/Siemens in 1998.  Scott is a member of the Analytical Life Science and Diagnostic Association and became a student of how to improve service operations, market and properly price services, and raise the level of service to create a product differentiation in the market place.

In addition to North American operations, Scott has developed Service CSM systems, Aftermarket Marketing programs and a Contract Sales management tool that are used to support Global Service Operations at several of the other Bruker divisions.

Sandi Thomas, Vice President of Strategic Partnerships for FieldAware drives strategy for the Enterprise marketplace focusing on partnerships that will deliver FieldAware to companies with 200 to 10,000 field technicians. Prior to joining FieldAware in November 2014, Sandi worked as a consultant to startups and a private equity firm. Sandi also spent 16 years at Microsoft, holding a variety of global marketing and sales leadership positions. Most recently, Sandi was the GM of Mobility Marketing. Sandi’s previous roles at Microsoft include:General Manager, Communications Sector Asia Pacific, based in Singapore General Manager of Microsoft’s Southern California;General Manager of Global Services and Technology Partners. Before joining Microsoft, Sandi worked at Apple Computer Inc., Lotus Development Corporation and IBM. Sandi has a BA in Political Science from Stanford University. Sandi served as a Board Member of the California Chamber of Commerce, the Los Angeles Urban League and as a Trustee of the California Science Center. She lives in Alameda, California with her 13-year-old daughter Ava.

Stephen has been with ClickSoftware for 10 years, serving as President in Americas since 2014. Stephen has held various positions in our sales organization, serving as Senior VP of Sales in Americas, VP of Sales in EMEA and as the Director of Sales in West Region, EMEA.  In his career at ClickSoftware, Stephen has led teams through significant growth of customers, employees and revenue.

Len is Global Service Competency Center Leader and Program Manager at Mettler Toledo.

Ken is Vice President Operations & Chief Engineer at London Hydro, in Ontario, Canada.

Billy is Vice President US Service Operations for Schneider Electric and formerly worked for Coca-Cola and FedEx.  He is a graduate of California State University.

Bryan Ward has over 27 years of experience in the Utility and Home Service Operations business, with a background in end-to-end operational improvements through positions held in Information Technology and Field Operations. In his almost two decades of experience in Field Service Organizations, Bryan has accomplished a track record of success within multiple senior roles. His passion and experience for developing winning and strategic scenarios in workforce management environments for his clients is unmatched. Bryan thrives in dynamic environments while remaining pragmatic and focused to achieving measurable goals for his client base. In his role as Executive Vice President of Sales and Business Development at Diabsolut, Bryan leads the Sales, Marketing, and Business Development teams. He brings a practical and honest approach to advising his clients on everything from operational improvement, to the best use of technology in support of their return on investment.

Chris is a senior global business and operations leader with over 20 years experience. His background includes business management, supply chain management and plant management. He has a demonstrated track record of starting-up operations and turning-around plants and businesses around the world. He holds a Masters in Business Administration from Marquette University and a Bachelor of Science degree in Industrial Engineering from the University of Wisconsin.

Stephanie Williams, President and Owner, ignite Marketing With over 24 years of B2B marketing experience, Stephanie Williams, is a seasoned marketing leader who founded ignite Marketing 10 years ago to provide strategic marketing consultation and implementation for B2B service providers. She works with software, logistics, 3rd party service, and parts and repair organizations requiring targeted messaging and positioning, infrastructure development, and tools to differentiate and reach their business objectives. Stephanie supports clients with or without internal marketing resources, providing unique, valuable industry expertise and a 3rd party perspective to help them accomplish their goals. Prior to launching ignite, Stephanie was the Senior Director of Marketing and Alliances for Choice Logistics, where she was responsible for developing and implementing the marketing plan and budget, encompassing all lead generation and brand development campaigns, public relations, event production and trade show participation. She also initiated and managed the strategic alliance program that extended solutions through complementary vendor offerings. Before Choice Logistics, Stephanie Servigistics’ (now integrated into PTC) first employee, where she developed and launched the company’s core messaging, brand and value propositions and marketing campaigns to industry influencers, prospects and strategic partners. Stephanie has also worked in marketing at The Baan Company and Andersen Consulting’s software sales practice. Stephanie served as Membership Chair and President for the AFSMI’s (Association for Service Management International’s) Atlanta chapter, was an active member of the East Cobb Rotary for more than four years, and is currently a member and provides ongoing marketing support to WIT (Women in Technology) in Georgia and the Service Industry Association (SIA).

Linda Woodford is Head of Global Field Services for Swisslog and is an ITIL qualified Service Delivery and Support Manager, with a breadth of experience gained whilst working in various service delivery environments, including Support Desk, and Service Management.

As Manager National Field Services for Sunrun, Simon is responsible for maintaining a robust, cost-effective, and service network; focusing on delivering positive customer experience, conveying metrics, reports, and best practice recommendations; monitoring goals and action plans; tracking trends in field service industry; identifying and document opportunities in solar service related fields; and managing team budget.

Joining Essintial from IBM after a 31-year career, Tom York is responsible for directing the profitable growth and strategic evolution of the company. His vast services experience spans delivery, sales, operations, and strategy in the professional services, maintenance, and technical support lines of business, providing valuable insight and perspective to running Essintial. In Tom’s last roles with IBM, he served as Vice President, Maintenance and Technical Support, Americas and Vice President, Global Strategy, Maintenance & Technical Support. Tom earned his degree from Eastern Kentucky University, School of Applied Engineering & Technology.

As Director of After Sales Service for North and South America, Kevin Young has responsibility for growing the service department profitability for a niche HVAC manufacturer, Munters Corporation. He has over 29 years of experience in design engineering, product development, operations and after sales management. He currently manages 85 persons for the department and through his leadership; he has reduced warranty costs, increased annual service net sales to $33.0MM and improved gross margins. Also during his 22 year career at Munters, he was responsible for the development and patents of two of the company’s most successful dehumidification systems totaling over $1B in global sales and further contributing to the growth of U.S. annual sales from $15.9MM to over $250MM. His past professional experiences including the design and direct construction of environmentally controlled facilities including clean rooms and dry rooms.  He holds a degree in Mechanical Engineering from the Technical University of Nova Scotia, Canada.

Ron Zielinski is a Global Customer Services Leader with over 2 decades of creating customer value through loyalty and customer success. He earned his BS Degree from DeVry Institute of Technology (Chicago) then joined Coherent Inc., a leading laser manufacturer, in 1986. There throughout, Ron’s unique “serial career” in customer service educated him on leading change in culture and strategy as markets and technologies evolve. He leads a global team serving diverse markets and driving double-digit service business growth, deriving value from CRM, and overseeing creation of service strategies and service products to optimize product lifecycles and customer lifetime value.

Jeff Zirker is Senior Director, Global Technical Support at Cisco Systems. He is responsible for leading standard and premium technical support for Cisco’s Customers in the Americas.  A US Air Force Veteran prior to joining Cisco, Jeff is currently on the Board of the Food Bank of Central & Eastern North Carolina and has previously served on the Board of Leadership North Carolina and the Montessori School of Raleigh.

Jun Fu is the Senior Manager of Strategic Planning for Ecolab’s  Global Service Sector. While at Ecolab, Mr. Fu has led efforts around field service strategy and optimization for the Equipment Care division including initiatives around turnaround strategies that allowed his division to make its first profit in 13 years. Mr. Fu has a diverse background in many facets of business including sales & marketing, e-commerce, business strategy, operations and supply chain management and has worked in locations around the world from China to South Africa and Denmark. Jun holds a Bachelor of Science in Management from Fudan University in Shanghai, China as well as a MBA Degree from UNC Chapel Hill.