advancing service together - iqpc corporate · intermountain healthcare new jatin thakkar director,...

February 27 – March 1, 2017

Rancho Bernardo Inn, San Diego, CA

www.FieldServiceMedical.com

The event for leaders in Service, Support and Customer Care of Medical Devices

Advancing Service Together:Building a Business Plan and Humanizinnnggg IIoooTT

Organized By: Sponsors:

Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]

Advancing Service Together 2★★★★★ Rating: 5.0

Steve Raters, Director of Field Service Operations, bioMerieux Inc.

Attending this event put me face to face with leaders

in my industry to benchmark, exchange information,

and build relationships. The speakers and program

are great, but you can’t miss out on the networking

receptions and roundtable discussions – that is

where I get the most work done.

★★★★★ Rating: 5.0

Ryan Vajda, Manager, Commercial Operations, InvaCare Corporation

“Very Informative and motivating to enhance our

internal/external field service organization and a

majority of the attendees were senior level

managers or higher…”

★★★★★ Rating: 5.0

Ned Torres, Operations Director, J&J – Ethicon

“Provided a great opportunity to network, to learn

about the service business, and to understand

operations for technology applications.”

★★★★★ Rating: 5.0

Doreen Pippen, Director Marketing, Thermo Fisher Scientific

“Well organized, great discussions, good mix of

speakers, panels, and roundtables. There was also

great questions by the audience, good dialogues

at the break, and enjoyed the audience’s level of

passion and focus.”

★★★★★ Rating: 5.0

Steve Wickiser, Director of Service, Roche Diagnostics

“This forum is a great way to keep current with the

latest trends. The programs provide great insight

into some of the best practices straight from

leaders in the industry”


Advancing Service Together 3

Field Service Medical Speaker Faculty Rick Brandl Senior Director, Global Service Operations Medtronic Top #2 Medical Device company

Karl Geffken Senior Director, Marketing - Global Services Medtronic Top #2 – New

Scott Moudy Manager, Field Technical Medtronic Top #2 – New

Shawn LaRocco Manager, USCAN Systems and Business Operations Support GE Top #3 – New

Tom Voirin Director, IT Infrastructure Delivery Philips Top #9 – New

Tom Buckley Director, Global Technical Service Boston Scientific Top #12

Heidi Syndergaard Director, Quality Customer Service Communications St. Jude Medical Top #14 – New

Dan Barnett Director, Customer Service Abbott Laboratories Top #16

David Bisciotti VP, Customer Support Varian Medical Systems Top #23

Juan Riillo VP, International Service and Rental Operations Hill-Rom Top #34 – New

Darren Evans VP and General Manager, NA Field Service and MEMS Hill-Rom Top #34 – New

Stacy Blakley Director, Services Sales Hill-Rom Top #34

Stephanie Amendola Manager, Operations and Site Training Coordinator Halyard Health Top #41 – New

Catherine Read Director, Customer Engagement Carl Zeiss Top #52 – New

Debbie Leonetti SVP, Global Services and Repair Integra LifeSciences Top #54 – New

Amos Schneller VP, Global Service and Technical Support Medivators Top #68

Mario Guendelman Director, Service - West Region Medivators Top #68

Jeff Thompson Senior Director, Service Lumenis Top #94 – New

Christian Eras VP, Global Service Ziehm Imaging

John Liebig VP, Customer Solutions Illumina

Ed Inal VP, Operations and Customer Care ALPHAEON New

Byron Clark Regional VP, North America Field Service Operations Acelity New

Hannah Davies Director, Field Service Project Management and Analytics Acelity New

Joe Coyne Senior Director, West Division Service Omnicell

Susan Wills Director, Strategic Sourcing and Contracts Dana Farber Cancer Institute New

Richard Bagley Director, Supply Chain Commercialization Intermountain Healthcare New

Jatin Thakkar Director, Global Platforms and Customer Care Competency Carestream New

Tim Huston Director, Area Support – Midwest Roche

Steve Nava Director, Field Service Americas Luminex

Ed Klosterman Director, U.S. Field Service Operations bioMérieux

Richard Grau Director, Field Service Neuronetics

Abby Ngampongsai Director, Service and Support Exact Sciences New

Raffaello Aquino Director, Service and Support Navigate Surgical Technologies New

Jeff Yates National Service and Repair Manager, U.S. Richard Wolf Medical Instruments New

Mariusz Lasek CEO and President Comarch Technologies

John Danese Senior Director, Life Sciences KPIT

Anne-Fleur Andrle CEO AMA XpertEye



“ Attending this event put me face to face with leaders in

my industry to benchmark, exchange information, and build relationships. The

speakers and program are great, but you can’t miss out on the networking

receptions and roundtable discussions – that is where I get the most work done.

Steve Raters, Director of Field Service Operations, bioMerieux Inc.



Table of ContentsClick on each section to get there faster!

03SPEAKER FACULTY

Full Speaker List

08INNOVATION.PROGRESSION.

THAT’S FIELD SERVICE.

The Field Service Brand

12ADVANCING SERVICE TOGETHER.

The Content

21OUR PARTNERS

Sponsors

Media Partners

06WHY SHOULD I ATTEND

Who Attends Field Service

09FULL AGENDA

The Sessions

20VENUE

Rancho Bernardo Inn

San Diego, CA

23REGISTRATION

Pricing and Information



Why Should I Attend Field Service Medical?

OUR INTERACTIVE SESSIONS

No death by PowerPoint here! Field Service Medical will be bringing back its popular

round tables, giving you the opportunity to engage with six different priority service

topics in this relaxed setting. Striving to incorporate new dynamic session formats, we

are also introducing Case Study Revolutions where you can brainstorm solutions to

challenges posed with an intimate group of peers.

AN INDUSTRY-DRIVEN AGENDA

We spend six months conducting research and developing the program with high-level

service and support executives in the OEM space to ensure the conference reflects

the latest trends and hottest topics in the industry. If you have a pain point, we have it

covered!

THE MOBILE APP

The Field Service Medical mobile app allows you to create a customizable agenda,

participate actively through live polling, and set up meetings with other attendees.

FIELD SERVICE MEDICAL’S BENCHMARKING REPORT

As part of our ongoing efforts to provide additional value to the industry, everyone

who attends Field Service Medical will have an opportunity to contribute to the report

and benchmarking survey. The results will be tallied and sent to all attendees who’ve

contributed their feedback and insight. This report is an opportunity for all attendees

to obtain segmented, quantifiable and actionable information that can be utilized and

shared throughout your organization.

THE SOLUTIONS LOUNGE

Technology has streamlined the workflow of the field technician and increased

profitability for the entire organization. The Field Service Medical Solutions Lounge

is your chance to discover companies offering leading hardware, software, and

applications that allow you to do your job better. For more information on how you can

showcase your solution, contact Liam Birt at 646-200-7455 or

[email protected].



Who Should Attend Field Service Medical?

Agenda at a Glance:

DAY 1: BE PROACTIVE RATHER THAN REACTIVE

· Create a business case for IoT to implement the right technologies for your organization

· Be prepared for the shift and strategize how each department will be responsible for the

technology before it is implemented

· Understand how end-users evaluate your product to drive operational decisions for delivery

DAY 2: REINVIGORATE YOUR CULTURE

· Utilize service as a brand differentiator rather than a cost-reduction and implement this into your

training and philosophy

· Navigate a complex regulatory environment by knowing what is in the pipeline and gaining clarity

on gray areas surrounding third parties

· Identify the relevant metrics for measuring service success to actually tell a customer experience

story with your data

DAY 3: ACHIEVE CROSS-FUNCTIONAL INTEGRATION

· Overcome the bias about siloed roles and implement service into your R&D, marketing, and sales

team right from the start

· Integrate service and sales to create a dual-sided profit center, selling service as a product

· Collaborate better with your marketing and IT team to get the service message across more

effectively

Presidents, Vice Presidents and Directors of:

· Service & Support

· Customer Support

· Product Support

· Customer Service

· Field Service

· Customer Experience

· Service Operations

· Support Operations

· Customer Operations

· Service Marketing

· Enterprise Service & Support

· Maintenance, Service & Quality

· Technical Services, Operations

· Regulatory compliance

· Service Technology

· Service Marketing

From Device and Equipment Manufacturers of:

· Surgical and medical instruments

· Analytical laboratory instruments

· Electro-medical and electrotherapeutic instruments

· Medical, dental and hospital equipment

· Biological products and supplies

· In vitro diagnostics

· Irradiation equipment

· Optical instruments and lens manufacturing

· Surgical appliance and supplies manufacturing

· Measuring and dispensing pump manufacturing

· Ambulatory health care equipment and services

· Diagnostic imaging equipment

· Pharmaceutical preparation



“ This was the most informative conference that I have ever attended. We are accustom to attending events where all our competitors

are attending, but having the wide cross-section of companies represented really gave a much wider and deeper perspective.

Innovation.Progression.That’s Field Service.Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. We’re bigger and better this year – covering every topic related to your job, both strategically and tactically. Experience tons of new sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. You’ll never forget the four days you spend here.

INSPIRATION MEETSINNOVATIONOur Keynote speakers and majority of our speaker faculty come from the top 100 medical device companies and service organizations in the industry – companies such as Medtronic, GE

St. Jude Medical, Varian, Hill-Rom and Halyard Health. You will attend high impact presentations, case-study revolutions, topical toolbox talk and industry meet-ups– you’re guaranteed to leave with pages of notes. Bring your team – there’s more sessions and content than ever before.

HEAR FROM YOUR CUSTOMERSIt’s so easy to assume that you know what kind of service your customer expects…but you may be missing the mark if you’ve actually never asked them.

hear from a panel of your customers, the answer to the question you should always be asking: “What can we do for you?” Your end-user panel includes



Main Day One, February 27Be Proactive Rather Than Reactive

8:00 Continental Breakfast &

Registration in the Solutions

Zone

8:45 Welcome Remarks

Paula Conlon

Event Director

Field Service Medical

8:50 Chairperson’s Opening Address

FedEx Executive Chairperson

9:00 KEYNOTE: Spend Money to Save

Money: Incorporating Remote

Service into Your CRM

We’re kicking off the most forward-focused,

solution-driven Field Service Medical yet

with a topic that is on everyone’s mind:

Successfully applying an ERP or CRM that

incorporates remote service. Learn from

David Bisciotti how Varian Medical paved

their way towards ultimate innovation by

taking a financial risk now to earn the payoff

later. Soon, your company will be able to:

· Predict failures before they happen so you

don’t disturb production

· Utilize KPIs to schedule people properly

based on data trends

· Reach peak efficiency in resource

management by accurately forecasting

your inventory each quarter, saving time

and money

David Bisciotti

VP, Customer Support

Varian Medical Systems

9:20 ‘Can You Hear Me Now?’ Getting

Customer Metrics Through Your

Call Centers

In-house support centers play as much of a

role in customer satisfaction as your client-

facing field staff. Why not leverage them

better? By realizing your call centers are

another customer touch point, you may be

surprised at all those unused service metrics

you’ve previously missed out on. In this

session, you better understand how to:

· Combat survey fatigue by incorporating

call center data to drive operational

decisions for delivery

· Build a business case for multichannel

support by closing issues via phone

without dispatching a field rep

· Learn the best ways to measure the

quality of your call center, including speed

to answer and abandon rate

Tom Buckley

Director, Global Technical Service

Boston Scientific

9:40 INTERVIEW: Stop the Buzzword:

A Business Case for IoT

Is your company lagging behind in

leveraging innovative technology?

Struggling to present a value proposition

for connected devices will be a thing of the

past after this informative panel. Rather than

jumping right in to discuss how to utilize Big

Data, we’re taking a step back to strategize

how to get the ROI on IoT in the first place.

After this intimate discussion, walk away with

a business plan for your management team.

· Review statistics on savings that can verify

remote connectivity’s ROI

· Take information from your connected

devices to predict value, including uptime

· Demonstrate how connectivity is a value-

added service that will increase your

bottom line

John Liebig

VP, Customer Solutions

Illumina

Jatin Thakkar

Director, Global Platforms and Customer

Care Competency

Carestream

10:20 Morning Refreshment &

Networking Break in the

Solutions Zone



11:00 Let’s Talk About a Real Case:

How to Quickly Add Connectivity

to Your System and Increase

Value Right Away

Mariusz Lasek, the CEO of Comarch, lends

his industry knowledge to teach you just how

easy it is to add connectivity to your existing

devices. Not only that, but this case study

teaches you how to:

· Determine whether each initiative needs

to be implemented

· Transform remote patient and asset

monitoring into profit

· Add new products and services to

your portfolio by building your partner

ecosystem

Mariusz Lasek

CEO and President

Comarch Technologies

11:20 CASE STUDY REVOLUTION:

Take a (Strategic) Leap Towards

Connected Devices

When taking that next step to connectivity,

you have to create an internal plan – before

you implement the technology, not after. In

this interactive session, Dan Barnett takes

Abbott’s own experience with IoT to shed

light on how important a strategy is for

not just your internal organization, but for

your customer’s increasingly heightened

expectations. Gain insights on what happens

when you:

· Strategize how each department will be

responsible for the technology before it is

installed

· Create another brand differentiator by

explaining the benefits of connected

devices to your customer

· Revise and seal the gaps in your

commercial model by continuously

troubleshooting internally, with your

stakeholders, and with your customer

Dan Barnett

Director, Customer Service

Abbott Laboratories

12:00 Innovation Spotlight

12:10 Lunch in the Aragon Lawn

1:10 Toolbox Talks:

Attendees will select 2 of the following

round tables. Each discussion will last 45

minutes, after which the attendees will

rotate.

1. Bridge the Gap Between Field Service

and Call Center Support

Christian Eras

VP, Global Service

Ziehm Imaging

2. Incorporate Mobile Devices for Global

Field Service Team – Globally

Abby Ngampongsai

Director, Service and Support

Exact Sciences

3. The Shift From Response Time-Based

Contracting to Guaranteed Uptime-Based

Contracting

Joe Coyne

Senior Director, West Division Service

Omnicell

4. Combat “Knowledge Saturation”: Stay

Abreast of Constantly Evolving Technology

Ed Klosterman

Director, U.S. Field Service Operations

bioMérieux

5.Balance the Pressure to Manage Your

Budget With the Want to Improve Service

Darren Evans

VP, North American Service and Rental

Hill-Rom

6. The Call for Customizable, User-Friendly

Service

7. The Complaint Department: Evaluate and

Resolve Issues Through Direct and Indirect

Customer Interactions

Ed Inal

VP, Operations and Customer Care

ALPHAEON

2:40 Afternoon Refreshment &


Solutions Zone



3:20 Toolbox Talks:

Attendees will select 2 of the following round

tables. Each discussion will last 45 minutes,

after which the attendees will rotate.

1. Debate Connectivity’s Future Place in the

Field Service Landscape

Dan Barnett

Director, Customer Service

Abbott Laboratories

2. How Technology Can Train Your

Employees Outside of the Office

Jeff Thompson

Senior Director

Service, Lumenis

3. ‘What’s Love Got to Do With It?’ The

Factors Behind Customer Loyalty

Tim Huston

Director, Area Support – Midwest

Roche

4. Remain Customer-Centric During

Change Management, Recall, and New

Product Launches

Debbie Leonetti

SVP, Global Services and Repair

Integra LifeSciences

5. Overcome Field Staff Mobility Issues on

a Tight Budget

Anne-Fleur Andrle

CEO

AMA XpertEye

6. Death by Paperwork: Reduce Your Field

Tech’s Time-Consuming Tasks

7. Which Connectivity Technology Can

Accelerate Your IoT Project?

Mariusz Lasek

CEO and President

Comarch Technologies

8. Innovative Software as a Brand

Differentiator

John Danese

Senior Director

Life Sciences, KPIT

4:50 END-USER PANEL: When’s

the Last Time You Asked Your

Customer What They Wanted?

It’s so easy to assume that you know what

kind of service your customer expects…

but you may be missing the mark if you’ve

actually never asked them. For the first time

ever at Field Service Medical, hear from

a panel of your customers, the answer to

the question you should always be asking:

“What can we do for you?”

· Understand how consolidating health

systems are affecting your customer and

the way they choose to do business

· Identify what level of service your end-

users need based on the pressures of the

current healthcare marketplace

· Realize the factors that go behind

evaluating your product

Heidi Syndergaard

Director, Quality Customer Service

Communications

St. Jude Medical

Susan Wills

Director, Strategic Sourcing and Contracts

Dana Farber Cancer Institute

Richard Bagley

Director, Supply Chain Commercialization

Intermountain Healthcare

5:30 Welcome Reception in the

Solutions Zone

6:30 Conclusion of Main Day One

It was a great conference! The speakers, panel members

and round table participants were insightful and presented

thought-provoking material which will help all of us stay

on the cutting edge of Service Excellence. It was a good

opportunity to network with peers and suppliers from

throughout North America. I will definitely be back.

Chris Westlake, Director of Service, Hach Company / Danaher



A twist on our crowd-favorite roundtable sessions. Attendees will join one table on a topic of their choice. The moderator

the topic and your table will discuss the outcomes and potential solutions to tackling the issue. The moderator then shares their steps to solving the issue at their own organization.

In the past, track sessions broke out by a topic area, now attendees can select any track based on the structure of their service organization. Created by our research the sessions in our tracks are based on our research within those verticals and what executives with those models need to

we’re including an entire track on

Pulled from years of researching and networking with

our sister-program Interlog we’ve now rolled all service and support

functions into one agenda more executives, more content, more

takeaways.

Our commitment to provide live polling and industry benchmarking continues to grow. This panel consists of a selection of our advisory board sharing their thoughts on the trends and results of the onsite benchmarking report that all attendees will have an opportunity to take part in.

GROUP EXERCISES IN THE CHALLENGE WORKAROUND ROUNDTABLES:

NEW TRACK SESSIONS

RELEVANT TO SERVICE MODELS:

EVEN MORE CONTENT:

FIELD SERVICE ADVISORY BOARD BENCHMARKING

PANEL:

like you can at Field Service? Nowhere – there is no other Service and Support event of this size and caliber in the world. There is a new

chance to make a valuable business contacts, connect one on one with other executives

and catch up with old friends – every single day. Here is what’s new at

Field Service Medical 2017.

Advancing Service Together



Main Day Two, February 28Reinvigorate Your Culture


Registration in the Solutions

Zone

VIP Think Tank - Invite Only


Paula Conlon

Event Director



9:00 KEYNOTE: Resource Justification

Modeling: Building the Team of

Your Dreams

There hasn’t been a manager in service

history that said they see no use for hiring

more field employees or that they were

satisfied with their outdated technology. Of

course, these wants do not always translate

to needs when it gets communicated to their

boss. Hear from Rick Brandl, an executive

from the world’s largest medical technology

development company, the ways you can

successfully:

· Build a solid rationale to justify adding

staff to critical territories

· Decrease downtime and keep the

customer happy, establishing trust

· Make travel a little less unpredictable

for your team and increase employee

satisfaction

Rick Brandl

Senior Director, Global Service Operations

Medtronic

9:20 PANEL: What’s Unique about

Your Service Solutions?

In a highly regulated environment that

streamlines the way medical equipment

can look and perform, it can be difficult to

stand apart from the competition. But there

is a better way than relying on discounts

to get the customer to pick you instead of

them. Hear from Luminex, bioMérieux, and

Medivators, a division of Cantel Medical, how

they used distinctive service offerings to the

augment their bottom line.

· Move away from exhausted service

bundles and allow your customers to pick

only the services that they need from you

· Make your company stand out by utilizing

service as your brand differentiator rather

than a cost-reduction

· Build a two-way rapport with your

customer and enlighten them on how you

fixed the problem

Amos Schneller

VP, Global Service and Technical Support,

Medivators

Steve Nava

Director, Field Service Americas

Luminex

Ed Klosterman

Director, U.S. Field Service Operations

bioMérieux

10:00 Operationalize Your KPIs on a

Global Scale

As the VP of International Service and Rental

Operations, Juan Riillo knows a thing or two

about coordinating service leadership on a

global scale. Now that you’ve learned how

to identify the relevant service metrics to

measure, Juan helps you standardize those

metrics globally so communication doesn’t

break down from location to location. You

will walk away with key takeaways on the

following:

· Gain consistency on how your key

performance indicators are measured

across all offices

· Utilize these standardized KPIs to keep

your metrics reliable and to tell the most

accurate customer experience story

· Save time by cutting the confusion during

data analysis

Juan Riillo

VP, International Service and Rental

Operations

Hill-Rom

10:20 Innovation Spotlight



10:30 Field Service Medical

Benchmarking Study 2016



Solutions Zone

11:20 ‘Mind the (Generational) Gap!’

Standardize Training a Workforce

of Varied Ages

As the Director of Quality at Motorola,

Tom Voirin was a core team member at

the Land Mobile Product Sector (LMPS)

where he applied Six Sigma principles to

the service and administrative areas. Mr.

Voirin further developed these concepts

into the “Universal Services Framework” that

guides executive management and business

unit leaders in assessing, developing and

driving outstanding service strategies.

He has successfully applied USF over a

20+ year period engaging employees

to increase revenue, reduce costs and

improve customer retention and loyalty. In

this session, you’re given the keys to unlock

exceptional service performance in your

business and learn how to:

· Invest in tools that simultaneously retain

the knowledge you already have and

transform your organization with cloud-

based training

· Assess what all field staff “need to know”

and make sure that gets conveyed across

all tiers

· Create a two-pronged approach:

Leverage your legacy workforce to train

the newer reps and incorporate online

training programs that make the younger

techs feel at home

Tom Voirin

Director, IT Infrastructure Delivery,

Philips

11:40 We’re Engaged: Training a Field

Service Team Despite Long

Distance

Training a spread out field service team

is a challenge on its own, but keeping

them engaged is a whole other barrel of

worms. Thankfully, Luminex seems to have

developed just the right global training

technique to help managers sleep at night.

This session equips you with the tools you

need to keep the cogs running smoothly,

whether your entire team is located on the

same coast or if you have one outlier in

Shanghai.

· Take advantage of Skype, YouTube, and

teleconferences rather than diminish their

time and your resources with a “travel to

train” approach

· Deter employee drop-off by surveying

them for areas of improvement

· Hear lessons learned and understand the

importance of communication when you

manage an internal or global team

Steve Nava

Director, Field Service Americas

Luminex


Understanding Employee

Training Needs – Without

Relying on Surveys

It’s no secret that it is less expensive to

retain talent than it is to acquire it, so why

are we not constantly gauging our internal

culture’s pressure points? With a specialized

training role created for her within Halyard

Health, Stephanie Amendola is the expert

to turn to on both acquisition and retention.

If your company is struggling with employee

drop-off, this is an interactive session you

can’t miss!

· Prioritize the questions that scrutinize your

training gaps to diagnose and assess any

pain points

· Find more personal ways to collect

feedback, such as through open feedback

forums and reviewing training records for

any gap

· Understand how to get buy-in for training

programs

Stephanie Amendola

Manager, Operations and Site Training

Coordinator

Halyard Health




1:40 Toolbox Talks:

Attendees will select 2 of the following

round tables. Each discussion will last 45

minutes, after which the attendees will

rotate.

1. Service: No Longer a Synonym for

“Discounts”

Scott Moudy

Manager, Field Technical,

Medtronic

2. Increase Employee Satisfaction to

Retain Talent

Tom Voirin

Director, IT Infrastructure Delivery

Philips

3. Manpower Assessment: Quantify Your

Field Work to Convince Management

When It’s Time to Hirel

Mario Guendelman

Director, Service - West Region

Medivators

4. Planes, Trains, and Automobiles: Find

the Most Cost-Effective Transportation

Model

5. Prove It: Use Data to Align Customer

Expectations With the Way You Do

Business

6. Go Big: Globalize a Service and Support

Model That is Operating at a Local Level

Amos Schneller

VP, Global Service and Technical Support

Medivators

7. JCAHO: Why Certification is Important

and How You Can Get It

8. Credentialing: Overcome Challenges

and Cope with Differing Hospital

Regulations

3:10 Afternoon Refreshment &


Solutions Zone

3:50 Creating a Parts Strategy as the

OEM

Service parts may not be glamorous, but

the strategy behind selling them should

be. Consumers are trained to expect an

extraordinary experience no matter what

they’re purchasing. Customers truly value

the OEM experience and surveys show

they are willing to pay for the enhanced

experience. Stacy Blakley will explore ways

to grow your market share while enhancing

your customers’ experience.

· Understand customer expectations when

you have a B2B business model with a

B2C experience

· Comprehend customer behavior by

predicting how your customer profile

determines your service portfolio

· Gain knowledge on proprietary and

commodity offerings and pricing on

the full scope of the parts marketplace,

including third party service providers

Stacy Blakley

Director, Services Sales

Hill-Rom

4:10 Implementing a Hybrid OEM –

Third Party Service and Support

Organization

Raffaello Aquino of Navigate Surgical

Technologies shares fascinating insights

on their unified third party and direct field

service model. Yes, you can have both –

and you can do so without sacrificing your

reputation as the OEM! Put the Original back

in Original Equipment Manufacturer and

discover how this hybrid model can help

your organization achieve the following:

· Utilize the emerging practice of freelance

management to scale your service and

support workforce

· Collaborate to be more cost effective

without tarnishing the quality of your

brand

· Live up to the “Original” Equipment

Manufacturer title and make sure your

third party service and support team is

held to the same compliance standards

you are

Raffaello Aquino

Director, Service and Support

Navigate Surgical Technologies

4:30 PANEL: Identifying the Relevant

Metrics for Measuring Service

Success

You spent money to have Big Data in the

first place, so why not leverage the analytics

you have to tell a truthful service success

story? Most will answer something along the

lines of, “It’s too much data to sift through to



know what we should focus on.” Panelists

from Roche, Neuronetics, and ALPHAEON

are here to share their own experiences with

this problem and help you to:

· Learn how to actually utilize the Big Data

you put so much money into acquiring

· Save time by only analyzing the KPIs that

align with what success means to your

company

· Use actionable insights to increase

customer satisfaction and profit

Tim Huston

Director, Area Support – Midwest

Roche

Richard Grau

Director, Field Service

Neuronetics

Ed Inal

VP, Operations and Customer Care

ALPHAEON

5:30 Sunset Happy Hour

6:30 Conclusion of Main Day Two

It was a great meeting to interact with folks in the field service businesses different

than my own. The broad experiences shared will add value to my business.

Ray Battani, VP of Service Operations, ColonialWebb



Identifying the right technologies for your business is critical. Field Service Medical it your

opportunity to connect with leading technology solutions that will increase your bottom line.

Our Solutions Zone is your one-stop-shop for technology to improve your digital business.

Whether your goal is to improve customer service, increase online bookings, or boost customer

engagement, we’ll make sure we showcase only the most relevant and innovative solution

providers for you to meet and evaluate.

Interested In Sponsoring Field Service Medical? Contact Liam Today!

Liam is here to put together a customized sponsorship package that will ensure your solution

reaches the people you want it to reach.

Contact Liam today!

Liam Birt

Sponsorship Manager

646-200-7455

[email protected]

Let Us Show You The Solutions You Need

To Succeed



Main Day Three, March 1Achieve Cross-Functional Integration


Registration


Paula Conlon

Event Director



9:00 PANEL: Implementing Service

Across the Entirety of Your

Product Lifecycle

Internal organizations need to break their

vertical silos and actually start communicating

with each other. Service reps sticking to fixing

the machine is no longer the case, but for

companies still struggling with this it’s important

to note that cross-functional integration needs

to be communicated top-down and bottom-up.

This is why the panelists you’ll learn from in this

session range from senior manager to VP level.

You’ll hear different perspectives and gain

clarity on ways to:

· Know what role service can play right from

the start

· Use customer feedback from service

touch points to enhance the product

throughout it’s development, including the

need for remote diagnostics

· Improve communication with your R&D,

marketing, and sales team

Juan Riillo

VP, International Service and Rental

Operations

Hill-Rom

Dave Dishaw

Senior Manager, Service Product

NxStage Medical

Jatin Thakkar

Director, Global Platforms and Customer

Care Competency

Carestream

Hannah Davies

Director, Field Service Project Management

and Analytics

Acelity

9:40 Be Part of the IT Crowd: The

Holistic Field Service Rep Knows

Their Technology

A customer no longer wants to hear “I don’t

know” from a field service engineer about an

IT related question. With customer service

becoming customer experience, your field

staff is expected to wear multiple hats to

appease. Get with IT and hear how GE

helped incorporate information technology

into their field service model.

· Increase customer satisfaction the first

time around with a repair technician that

can answer their IT related questions

· Set the standard for communication so

your service team knows the rules and

requirements regarding new software

· Achieve internal collaboration between

two previously segmented teams, limiting

back-and-forth discussion and tech

ignorance in front of the customer

Shawn LaRocco

Manager, USCAN Systems and Business

Operations Support,

GE


Discovering Service Revenue

from Your Installed Base

Karl Geffken of Medtronic knows the

importance of integration - his job focuses on

service marketing, after all. Hear his insights

on how integrating previously separated roles

can actually create revenue for your company.

Walk away with takeaways on how to:

· Collect and analyze data from your

installed base to create revenue

opportunities

· Understand commercial strategies for

successful services marketing and selling

· Learn what types of commercial metrics

yield the best results and why

Karl Geffken

Senior Director, Marketing - Global Services

Medtronic


Networking Break



11:20 Service is a Product – How to

Sell it That Way!

Assuming that repairs will come back to your

company automatically after the initial sale

is one of the largest revenue mistakes that

sales organizations make in Capital Medical

Equipment. Service must be marketed and

sold as a product with the same tenacity

and energy as the initial sale of equipment.

Securing service agreements at the point

of sale not only ensures a continued

revenue stream for your sales force and

service organization, but it protects your

brand, improves instrument and device

performance and, ultimately, delivers better

patient outcomes. Based on Richard Wolf

Medical Instruments’ hybrid service and

sales model, hear how to:

· Secure service revenue dollars upfront by

training your service and sales teams to

present service options at the point of sale

· Protect your brand by ensuring that

devices perform at a high level through

authorized repair

· Overhaul your recruitment model for

service technicians: Hire the attitude, Train

the skills!

Jeff Yates

National Service and Repair Manager, U.S.

Richard Wolf Medical Instruments

11:40 PANEL: Shift from Customer

Service to Customer Experience

In the age of the increasingly knowledgeable

customer, it is understandable that they want

more out of their manufacturer’s service

team than to fix a broken part and leave

without a word of how they made the repair.

By integrating your service and marketing

efforts, you not only shift to a CX model, but

you also create a more holistic field staff

in the process. These service marketing

experts help you successfully:

· Collaborate more effectively with your

marketing team to better get the service

message across

· Drive home the financial cost of downtime

and how better service mitigates this risk

· Teach your service team marketing best

practices so they communicate more with

the customer than the machine

Karl Geffken

Senior Director, Marketing - Global Services

Medtronic

Catherine Read

Director, Customer Engagement

Carl Zeiss

Byron Clark

Regional VP, North America Field Service

Operations

Acelity


1:20 FIRESIDE CHAT: Streamline Your

M&A Process and Integrate Two

Companies Into One

Merger, Acquisition, and Change

Management have long been seen as dirty

words. Change is scary. With all this focus on

how to create next steps for your business,

we’re wrapping up the event with a look at

how to turn “worst case scenario” into “best

case scenario”. This intimate interview sheds

light on ways to:

· Pinpoint change management disruptions

to efficiently create normalcy

· Learn best practices for onboarding a new

field staff team

· Incorporate a new company culture while

still maintaining your old value proposition

1:50 Toolbox Talks:

Attendees will select 2 of the following round

tables. Each discussion will last 30 minutes,

after which the attendees will rotate.

1. Follow-up: The Holistic Field Service Rep

Knows Their Technology

Shawn LaRocco

Manager, USCAN Systems and Business

Operations Support

GE

2. Follow-up: Service is a Product – How to

Sell it That Way!

Jeff Yates

National Service and Repair Manager, U.S.

Richard Wolf Medical Instruments

3. Capture Data In-House and Out in the

Field

4. Integrate Service and Sales to Create a

Dual-Sided Profit Center

2:50 Conclusion of Main Day Three



Field Service Medical has secured a special

conference rate of $219 a night plus tax for

attendees. In order to make your reservation, please

call the Rancho Bernardo Inn at 1-877-517-9340

and identify yourself as an Field Service Medical

attendee. Rooms are limited and are on a first come,

first served basis, so make your reservations as

soon as possible. The special rate expires Monday,

January 25, 2016. After this date, rooms may still have

available, so inquire with the hotel if you have missed

the cut-off date.

Rancho Bernardo Inn is a place that is as warm and

welcoming as home – but better! Every element,

each experience and all of the details have been

thought out to perfection. Our San Diego hotel is a

place to play, to relax, to unwind, to reconnect, to

enjoy and to rejuvenate.

BEWARE OF ROOM BLOCK AND RESERVATIONS SCAMS!

Please note that the information provided above is the

only official method to make reservations within the

conference for hotel bedrooms. No housing company

has been sanctioned by WBR and any outside groups

contacting you claiming to be the housing provider for the

event are not affiliated with the conference or WBR. If you

have been contacted by one of these companies, or have

any questions regarding making your hotel reservations

for the event, please contact your event manager or call

1.888.482.6012.

VENUERancho Bernardo Inn

17550 Bernardo Oaks Drive

San Diego, CA 92128

(858) 675-8400 • www.ranchobernardoinn.com



SponsorsVuzix and AMA

Vuzix and AMA team together to provide the field services mobile hands free See What I See

Solution videoconferencing with Xpert Eye software suite and Vuzix glasses. The field services will

never be the same once you have started to use our tele maintenance solution. Come and visit us.

Cognizant

Website: www.cognizant.com/life-sciences Cognizant’s Life Sciences practice is committed to helping change millions of lives for the better by partnering with clients to build solutions to healthcare challenges, continually improve the way they do business, set the pace in clinical development, strengthen their regulatory infrastructure, and increase competitiveness. Cognizant serves 28 of the top 30 global pharmaceutical companies, 9 of the top 10 biotech companies, and 12 of the top 15 medical device companies. With a large team of dedicated professionals including doctors, pharmacologists, physicians, biomedical engineers, pharmacists, biostatisticians, medical writers, and GxP consultants, the practice provides domain-aligned consulting, IT, business process, software and as-a-service solutions globally

Comarch

Website: www.comarch.com Comarch is a global provider of IT business solutions that aim to optimize operational and business processes. With our team of over 5,000 experienced IT engineers and business consultants, Comarch has successfully implemented solutions for more than 40,000 notable companies worldwide since 1993. Our portfolio includes innovative IT solutions for banks, insurers, brokerage houses, asset management companies, investment funds, factors and more.

KPIT

Website: www.kpit.com KPIT is a global technology company specializing in providing IT Consulting and Product Engineering solutions and services to Life Sciences, Automotive, Manufacturing and Energy & Utilities companies. KPIT’s expertise in Oracle, SAP, Infor and Microsoft enterprise solutions ensures that they can bring the right technology for their customers’ needs. Together with its customers and partners, it creates and delivers technologies to enable creating a cleaner, greener and more intelligent world that is sustainable and efficient.

UHS- Universal Hospital: Systems Universal Hospital Services, Inc. is a leading nationwide provider of health care technology management and service solutions to the health care industry. UHS owns or manages more than 700,000 pieces of medical equipment for over 7,000 national, regional and local acute care hospitals and alternate site providers in all 50 states. For more than 75 years, UHS has delivered medical equipment management and service solutions that help clients reduce costs, increase operating efficiencies, improve caregiver satisfaction and support optimal patient outcomes. We provide unmatched world-class service, and offer tools and documentation to

verify positive results for caregivers and patients.

Wind River

Website: www.windriver.com Wind River®, a wholly owned subsidiary of Intel® Corporation, is a world leader in delivering the technology to power the Internet of Things (IoT). Wind River has been pioneering ways to make machines intelligent for more than 30 years. Companies across industries and around the globe leverage this expertise to deploy safe, secure, and reliable intelligent systems and harness the intelligence in those systems to drive innovation and business transformation.

FedEx Corp.

Website: www.fedex.com

FedEx Corporation provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. With annual revenues of $58 billion, the company offers integrated business applications through operating companies competing collectively and managed collaboratively, under the respected FedEx brand. Consistently ranked among the world’s most admired and trusted employers, FedEx inspires its more than 400,000 team members to remain “absolutely, positively” focused on safety, the highest ethical and professional standards and the needs of their customers and communities. To learn more about how FedEx connects people and possibilities around the world, please visit about.fedex.com.



For 26 years, Aberdeen Group has published research that helps businesses worldwide

improve performance. We identify Best-in-Class organizations by conducting primary research

with industry practitioners. Our team of analysts derives fact-based, vendor-agnostic insights

from a proprietary analytical framework independent of outside influence. The resulting

research content is used by hundreds of thousands of business professionals to drive smarter

decision making and improve business strategy. Aberdeenís content marketing solutions

help B2B organizations take control of the Hidden Sales CycleTM through content licensing,

speaking engagements, custom research, and content creation services. Located in Boston,

MA, Aberdeen Group is a Harte Hanks Company.

CSM is the leading online magazine and community for customer service professionals.

The CSM website is packed with customer service articles, skills and tips - all designed to

help improve your customer service. Join for free and receive a valuable customer service

newsletter each month.

Founded in April 2011 and led by experts in the field, the Customer Experience Professionals

Association (CXPA) is a global non-profit organization dedicated to the advancement

of customer experience management best practices. It provides customer experience

management professionals with educational and networking opportunities to help them

succeed, and it facilitates industry-wide advancement of the customer experience management

discipline. CXPA members are companies and individuals who develop, manage, optimize,

and envision how organizations interact with their customers. The CXPA community includes

practitioners within companies, vendors who support customer experience efforts, and other

stakeholders in the industry. For more information, visit www.cxpa.org.

Field Technologies is the premier resource for the optimization of your field workers, service,

and assets. Field Technologies provides service, transportation, and public works professionals

with information on technologies including field service software, mobile computing hardware,

RFID, and M2M. For more information, visit www.fieldtechnologiesonline.com.

The National Association of Service Managers is the oldest professional nonprofit association

of product service executives in the United States. Founded when service techniques were

just beginning to be highly recognized as a sales and marketing tool. NASM is an organization

dedicated to provide professional leadership and education to the service executive, while

developing their managerial expertise in the business and organizations that they represent.

Media Partners



Pricing & Discounts

Manufacturers & OEMs

Book before November 30, 2016

$2,399

Book before December 31, 2016

$2,499

Book before January 31, 2016

$2,599

Final Price

$2,699

Group Discounts For Manufacturers

& OEMs

Groups of 2

current discounted price

Groups of 3-4


Groups of 5 or more


Speaker Company discount


Solution Providers

Full Access Pass

$3,299

*To qualify for the discounted rate, you

must be engaged in a service and

support role for a manufacturer or

distributor. If you work for a company

that provides a solution or service

to the manufacturing/distribution

industry, you do not qualify for this

rate.

Please Note:

· Technlogy Firms, Consultants, Solution Providers & Others Include: Any service provider to service and support organizations - Including software vendors, technology vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions, subscriptions and/or advertising.

· Worldwide Business Research reserves the right to enforce the rate for non-service and support practitioners.

· Fee includes continental breakfast, lunch, cocktail receptions and conference documentation.

·

conference price. No two discounts

· Payment is due in full at the time of registration. Your registration will

is received and may be subject to cancellation.

· CT Residents must add 6.35% Sales Tax to their registration fee.

· Cancellation Policy: Any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another WBR conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by WBR for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.



Service and Support Executives Save $300 off the full conference

price to attend when you register with code:

FSM17AGP through November 30!

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