Dave Baker

Senior Vice President Field Services
DirecTV

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.

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

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Service Model Innovation

Sunday, September 4th, 2016

14:30 The Human Side Of Field Service: Why People Matter

Advances in technology have created exciting opportunities for front-line technicians, but service leaders have to be careful not to discount the power of people. Dave Baker leads a team of thousands of field service engineers who care for millions of customers and he knows that an effective service manager puts people (both employees and customers) first. In this session he will discuss the importance of:

• Acknowledging the limitations of technology and the dangers of relying on it too heavily
• Re-discovering the benefits of an engaged, satisfied workforce and how this translates directly into increased profitability and customer satisfaction
• Motivating employees at every level to remain customer-focused and connected to the company