Gerald Norz

Vice President Global Operations
MEGTEC Systems

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!!

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

Download The Latest Agenda

Service Model Innovation

Sunday, September 4th, 2016

16:55 Panel Discussion: Shaping An Employee Value Proposition That Drives Loyalty

Many service companies have a formal customer engagement policy, but few devote as much attention to their employees. Our panel of experts will discuss why it’s important to have loyal employees and the ways in which they’ve created loyalty including:

• Formalizing a process to retain skilled employees
• Creating stickiness by implementing programs that make employees more likely to stay
• Engaging employees by giving them a quality team to work with and fostering pride in your brand

Understanding The Human Side Of Field Service

Tuesday, October 4th, 2016

15:20 Determining The Optimal Level of FSE Utilization

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