advancing service together - iqpc corporate · register now: web: call: 1-888-482-6012 or...

September 12 – 14, 2016

The Westin Fort Lauderdale, FL

www.FieldServiceFall.com

The Event For Leaders In Customer Care, Service, And Support

Advancing Service Together

Organized By:

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

Advancing Service Together 2

Why You Should Attend Field Service Fall:

With more interactive formats

than ever before, you’ll talk with both speakers

and attendees about how to solve your real

problems. Disruptive Service Technology Task

Forces will help you identify how to implement

the technologies that are changing the face of

service.

Service Model Creative Boardrooms ensure you learn best practices from others managing service in similar ways as you, no matter what your

service model is.

Benchmark service metrics

across industries through the Opening Service Benchmark

Workshop and Benchmarking

Report.

With over 1/3 of the conference

dedicated to small group discussions or

concurrent tracks, you get to choose which topics support your

most critical initiatives.

Both informal and structured

networking throughout the event ensures you’ll make real connections to achieve your

goals.



This was the most informative conference

that I have ever attended. We are accustom to attending

events where all competitors are attending but having the wide cross-section of companies

represented really gave a much wider and deeper

perspective.

Mike Conley Manager Field

Product Support BOMAG



Table of Contents

2016 Confirmed Speakers .......................................................5

Agenda Map .................................................................................6

VP Think Tank ..............................................................................8

Program Topics .........................................................................27

Testimonials ............................................................................... 29

Past Speakers .............................................................................31

Click on the sections below to get there faster!



Early Confirmed Speakers Include (70+ Expected):Vince Valentin VP & GM Services – North America Tyco International NEW!

David Baker SVP Field Services DIRECTV

Vincent J. Canino Global COO Smardt NEW!

Mitch Clarke EVP Field Services Goodman Networks NEW!

James McAnally VP Engineering Resolution, TSS Global Support Delivery Hewlett-Packard Enterprise NEW!

Brian Gallipeau VP Field Service Canon Solutions America NEW!

Curt Hill VP of Technical Services Cisco Systems

Neil Johnson VP Technical Solutions & Support, Fujifilm North America NEW!

John Reynolds VP of Service Haier America

Clay Rose VP Service Getinge Group NEW!

Thomas Lynn VP Parts & Service Krone North America NEW!

Ray Battani VP of Service Operations ColonialWebb

Roger Rinker VP Talent Management Comfort Systems USA

Chris Gera VP Operations MasTec

Bruce Breeden, VP of Service Operations Fairbanks Scales

Kurt A. Bradtmueller Director/GM - Service Parts & Contracts Heidelberg USA

Michael Smethy Senior Director of Service Business Management DX, Siemens Medical Solutions NEW!

Heather Godek, Senior Director, US Service Operations, Schneider Electric NEW!

Charles W. Johnson, Director – Business Solutions, Process Optimization Philips Healthcare

Greg Parker Director Customer Care Trane

Rhonda M. Monks, Field Service Director CNH Industrial America

Patrick Dell Regional Director Service, Southeast North America, Latin America and Caribbean, Varian Medical Systems NEW!

Ken Vaughn Director, WW Sorter Support & Self Maintenance Solutions Pitney Bowes

Michael Snead Director, Product Service, Visual & Imaging Systems, Mitsubishi Electric US NEW!

Atul Rege Head of Services Marketing & Global Pricing FEI Company of USA

Donald Stephens Senior Customer Service Engineer Xerox NEW!

Charles Hughes Director, Field Services Walgreens

Wesley Clements Service & Aftermarket Operations Director Goss International NEW!

Fabricio Sallette Director, Service Operations Sealed Air NEW!

Gregory Ratcliff Director, Services Emerson Network Power NEW!

Ron Zielinski Global Customer Service Leader Coherent

Brad Devine Global Director of Service Charles River Laboratories NEW!

Ramamohan Pai Global Service Supply Chain Manager BD Life Sciences NEW!

3Ross Brewer National Service Director – US Region Belimed

Robert Jewson Field Service Director Satisloh NEW!

Carsten Soendergaard Service Director Tomra Sorting Solutions NEW!

Mike Corbin Director, Global Service Quantachrome

Debbi Tawney Field Service Manager AquaCal Autopilot NEW!

Michele Autry Manager, Service Operations and Administration, Americas Getinge Group NEW!

Julian Palacios Manager, Data Analytics Johnson Controls

Mary Proud Global Client Care Coordinator, WW Sorter Support Pitney Bowes NEW!

And 30+ more!



Agenda Map

Day 1: Disruptive Service Technologies Focus DayAM:

· Ice Breaker: Benchmarking Service Metrics: Know where you stand, so you know where you can get to.

· General Session

· Lunch

PM:

· Task Forces (choose one):

· Leveraging IoT/Predictive Service

· Augmented Reality for Technician Support

· Self Service & eSupport

· Knowledge Management Tools

· Task Forces Report Back

· General Session

· Cocktail Reception

Day 2: Becoming A World-Class Service OrganizationAM:

· VP Think Tank Breakfast – Private Invite-Only Session

· General Session

· Roundtables

· Lunch

PM:

· Track A: Human Capital & Training

· Track B: Field Efficiency

· Track C: Service Model Creative Board Rooms:

· Dealer/Distributor Model

· Low-Volume Product

· Large Service Fleets

· Outsourced Service Model

· Roundtables With Afternoon Speakers

· Cocktail Reception

Day 3: Preparing Your Organization For The Next Generation Of Service & SupportAM:

· General Session

· Roundtables

· Lunch

PM:

· Track A: Next Generation Service

· Track B: Service Revenue Growth

· Roundtables With Afternoon Speakers



Preliminary Agenda Topics Subject To Change

Interactive Formats

Human Capital

VP Think Tank – By Invitation OnlyIt’s a private room set away from the busy conversations of the conference. You have to be on the list to get in. Only a small group will assemble – 15 or so, all VPs or heads of service, Field Service’s most senior-level attendees. In candid conversation with true leaders and decision makers who aren’t afraid to disrupt business as usual, you’ll discuss the initiatives most critical to service and support growth. You’ll walk away inspired, full of insight, and with a new tight network of executive management colleagues from the leading service organizations. By invitation only. To request yours contact Sara Mueller at [email protected] or +1.239.529.6917.

Service Model Creative Board RoomsA facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

· Dealer/Distributor Model Moderated by Rhonda M. Monks, Field Service Director, CNH Industrial America

· Low-Volume Product Moderated by Michael Snead, Director, Product Service, Visual & Imaging Systems, Mitsubishi Electric US

PANEL: Establishing The Best Model For Managing An On-Demand Workforce · Why are organizations outsourcing more service

technicians?

· Determining where and when an on-demand workforce is right for you

· Assessing different labor-on-demand or workforce-as-a-service providers to determine the best fit for your organization

· Ensuring quality throughout your on-demand workforce

· Large Service Fleets Moderator TBC

· Outsourced Service Model Moderator TBC

Disruptive Service Technology Task ForcesA facilitated large working group of 20 – 30 people. The facilitator works with the participants to identify 5 specific strategies/takeaways that each person can implement at their office to leverage the latest service technologies. The 5 strategies will be reported back to the entire audience following the task force.

· Leveraging IoT/Predictive Service

· Augmented Reality for Technician Support

· Self Service & eSupport

· Knowledge Management Tools

Managing And Developing 3rd Party Technicians · Outlining the challenges – and solutions –

associated with managing 3rd party service providers

· Exploring best practices around 3rd party technician development

· Establishing metrics and ways to measure the effectiveness of your 3rd party development program



Recruiting And Incentivizing Top Talent · Ensuring your company is one that good people

want to work for

· The best recruitment techniques – where and when to start

· Comparing compensation and incentive programs

· Ways to make your onboarding process easy and efficient

ROUNDTABLE: Building An Autonomous, Motivated Service TeamFabricio Sallette, Director, Service Operations, Sealed Air

· Ensuring you have the right talent to provide great service

· Identifying the skill sets necessary as you build your team

· Getting your team to work with autonomy

· Keeping your technicians motivated in a stressful, oftentimes thankless job

Building A Technician Development Program That Leverages On-Line LearningRoger Rinker, VP Talent Management, Comfort Systems USA

· Interviewing current and former technicians to determine what they really want from their career

· Why training is viewed as reward and recognition, and how you can leverage that for more effective service

· Will technicians really choose to learn on their own vs. company time?

· Best practices for implementing an online learning development program

Motivating Your Team To Charge Any MountainPatrick Dell, Regional Director Service, Southeast North America, Latin America and Caribbean, Varian Medical Systems

· Why do you get out of bed in the morning? Helping your employees find purpose

· When your employees lose motivation, how do you get them back in the game?

· Building trust in order to get your teams to charge any mountain

· Bringing more fun and motivation into the job to keep your employees happy

Re-Working Your Escalation Process To Account For Millennial Technicians And Evolving Service ExpectationsCharles W. Johnson, Director – Business Solutions, Process Optimization, Philips Healthcare

· Explaining how millennial technicians differ from others and how this impacts your service model

· Determining if your escalation process needs to be re-written to support a changing workforce

· Putting triggers in place to monitor escalations and time spent on a service call

· Balancing the needs of all generations of technicians to provide more efficient service and support

Establishing The Role Of People And Technology In Today’s Service OrganizationCharles Hughes, Director, Field Services, Walgreens

· What happens if you put more thought and effort into technology than you do people

· Finding the ideal balance between use of the right people and right technology

· If you don’t have great leaders, you won’t take full advantage of great tools

· How to train your leadership to embrace tools and people most effectively

PANEL: The Skill Set For The Technician Of The (Near) Future · What skill set should your technicians possess in

response to the changing service environment?

· Why more marketing, sales, and customer experience skills are necessary

· When service technicians should have stronger training skills (to train your customers to use your product better) rather than repair skills

· Getting your customers to say “We need their product because we need their service and trainers!”



Field/Mobility Tools

Future-Proofing Your Enterprise Field Devices To Stay Ahead Of Rapid Technology Changes · Ensuring your tablets aren’t outdated before they

are deployed

· Determining which enterprise device will best meet your future specifications and needs

· Predicting what sort of technology will be needed to support customers in the next 1 – 5 years

· Dealing with RAM, speed and connectivity issues likely to arise

Creating A Mobile Platform For Technician Social Collaboration And Knowledge ManagementGreg Parker, Director Customer Care, Trane

· Providing knowledge on demand to be more productive and provide a great customer experience

· Determining how to get technician buy-in and quick adoption

· Strategies for successful deployment of the social platform

· Leveraging this platform for greater service in the future

PANEL: Putting Resources At Their Fingertips: Building The Best App For Your Service Technicians · Determining what information needs to be available

for technicians on every call

· Capturing the history of machines so a technician doesn’t go in blind

· Creating video resources to support service calls and training

· Deciding which CRM or technology platform can best support your efforts

Enhancing The Use Of Handheld Devices To Increase Technician EfficiencyMitch Clarke, EVP Field Services, Goodman Networks

· Assessing whether you are using handhelds to their full potential

· Putting GPS on both your technicians’ trucks and handheld devices

· Analyzing technician output with the GPS data collected

· Altering processes and procedures to put more efficiency into place

PANEL: Optimizing Your Scheduling, Dispatch, And Route Management Strategy · Balancing optimization, efficiency, and customer

satisfaction

· Exploring the latest scheduling, dispatch, and route management tools available

· What factors should you consider before upgrading or purchasing a new field service management tool

· Putting in place checks and balances to ensure continual optimization of your strategy

Establishing An Enterprise Solution For Repair And Replacement Of Broken Field Devices · Determining how to stock spares with minimal

inventory

· Uncovering repair services or spare loaner programs that can keep you up and running

· Gaining more visibility into field device repair and replacement

· Identifying breakage issues and patterns in order to train technicians on better care of devices and determine what field tools you want to invest in

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



Internet of Things (IoT)

Solving The Top Problems With Connected Products And Remote MonitoringKen Vaughn, Director, WW Sorter Support & Self Maintenance Solutions, Pitney Bowes

· Outlining the leading issues that inhibit remote monitoring and predictive service

· Dealing with customer resistance

· Ways around firewall issues

· How to stay connected in areas that don’t have cellular service

Using Big Data For Predictive Analytics To Drive Service RevenueTentative: Kurt A. Bradtmueller, Director/GM - Service Parts & Contracts, Heidelberg USA

· Exploring Heidelberg’s partnership with Georgia Tech on predictive analytics in service

· How can you utilize predictive analytics and big data to generate service revenue?

· Establishing the kind of data you need in order to achieve predictive analytics

· Putting together a program for your customer to help them understand when the product could fail, and how that can translate into service contracts

Focusing On Remote Diagnostics To Become A Proactive Service OrganizationBrian Gallipeau, VP Field Service, Canon Solutions America

· Enhancing your service delivery by ensuring advanced remote diagnostic capabilities

· Tackling the challenges of adding diagnostic capabilities to an existing product line versus building them into a new product

· Analyzing connectivity with your customers and improving interoperability

· Effectively tracking product behavior and performance to become more predictive

Tackling Internet Security: Is Your Data Safe? · Assessing and keeping up to date with potential

vulnerabilities that come with increased M2M and IOT connectivity

· Ensuring customer data is protected, especially any data housed on a mobile device or transmitted from the field

· Reviewing the vendor landscape to find the best solutions for your company

Self-Service: Increasing Customer Participation In Support With Enhanced Remote Monitoring · Shifting customer support workload away from

onsite service

· Accessing customer networks and defective machines remotely

· Increasing problem avoidance with service desk resolution and remote resolution

PANEL: Driving Field Service Transformation With Connected ProductsJohn Reynolds, VP of Service, Haier America

· Driving unmatched levels of service and increasing loyalty across your customer base

· Increasing operational efficiencies through more effective field service deployments and an increase in first call resolution

· Unlocking new revenue streams by providing innovative services to your customers

Improving Decision Making In Service With Predictive Analytics · Analyzing customer behavior to better understand

demands and drive loyalty

· Improving quality by understanding key drivers of quality issues

· Proactively identifying the specific point in his tenure that a technician becomes a higher quality technician

· Building forecast models to predict which parts have quality issues



IoT And Predictive Service Case StudyDo you have an interesting story to tell about how your organization has used IoT to improve service levels and create a more predictive maintenance model? Then we want to hear from you!

Keeping Service Technicians Engaged Through Technology AdvancesDonald Stephens, Senior Customer Service Engineer, Xerox

· Your technicians must support and trust your field service tools in order for them to be used most effectively

· What contributes to a negative reaction to new technologies?

· How managers can present new tools in a different light to get technicians engaged

Service Revenue Growth

Changing Your Culture From One That Sells A Product To One That Sells Service · Moving selling service from an afterthought to a

forethought

· Getting your team to understand why service is important in the client relationship and how you add value beyond just selling a product

· Giving customers the flexibility to sign up for any level of service they need (and demonstrating the need)

· Who’s responsibility is it to upsell service?

· Compensation plans to support selling more service

Using Big Data To Uncover Opportunities For Service And Install Base Growth · Making sure your data systems are correct and

replacing missing info

· Moving all data into one system for thorough analysis

· Filling in data gaps to determine where you’ve installed in the past, how long its been in service, and other pertinent info

· Mining service data to identify service, replacement product, and other business opportunities

Incorporating Serviceability Into Upstream Development · Demonstrating the value of service-oriented new

product development

· Getting engineering and development on the same team as service and support

· Taking into account cost of life

· Best practices for building serviceability into products from the beginning

ROUNDTABLE: Moving From A Customer Satisfaction-Driven To A Revenue-Driven Service Model · Are more service organizations today driven by

customer satisfaction or revenue?

· How to put a price on the value of customer satisfaction

· Explaining what service products should be offered and how to negotiate them when moving towards a revenue-driven model

· Balancing customer satisfaction and revenue growth

ROUNDTABLE: Necessary Elements Of Building A Service BrandVincent J. Canino, Global COO, Smardt

· Why a service brand is so important as your client base moves from early adopters and innovators to the pragmatists and laggards

· Establishing the necessary steps to building a brand

· Taking advantage of virtual tools as our industry evolves

· Shaping your service brand on a global level

Great meeting.

Judy Long, Senior Director, US Operations & Service Administration, ArjoHuntleigh



Incorporating New Service And Product Offerings To Drive More Revenue · Determining what products to add to your portfolio

that complement current offerings

· Does it make sense for your company to offer managed services?

· Managing and training in a multivendor environment

· Developing relationships with competitors in order to offer managed services

· Creating a plan for new offering implementation and sales

ROUNDTABLE: Services Marketing Best PracticesDebbi Tawney, Field Service Manager, AquaCal Autopilot

Parts Planning & Logistics

Service Parts Planning To Drive Cost OutRamamohan Pai, Global Service Supply Chain Manager, BD Life Sciences

· Uncovering where you can increase profitability and drive cost out of parts planning

· Determining what is a repairable part

· Ensuring you get back warranty parts

· Best ways to leverage vendor relationships in service parts planning

PANEL: Optimizing The Service Parts Supply Chain · Debating the benefits vs. detriments of outsourcing

vs. keeping it in house

· Establishing a plan to move outsourced parts logistics in house to have more control over the process and customer service

· Spare parts logistics when dealing with distributors

· Managing parts logistics in LATAM and other challenging regions

Overcoming Import And Export Challenges With Repair And Replacement Parts · Which regions pose the biggest challenges and

most difficult import and export laws

· How to make importing and exporting less expensive

· Identifying resources available to support more effective importing and exporting of parts – Does expertise need to be in-house?

Creating Efficiency In Service Parts Inventory Planning · Exploring new techniques and perspectives on field

service inventory management

· Replenishment tool kits vs. forward stocking vs. shipping overnight: Which strategy is right for you?

· Determining the best parts planning tools for your service needs

The conference was a HUGE success! It’s impeccably organized in terms of the form

(facilities, technical support, communications, etc.) and the content (a distinguished

list of speakers, high quality presentations, facilitated professional exchange). I’ve

enjoyed a number of quite informative (and enlightening!) discussions with my

colleagues across the industry. Overall, the conference was a very useful and

meaningful spending of my time.

Vasiliy V. Krivtsov, Sr. Staff Technical Specialist, Reliability & Risk Analysis, The Ford Motor Company



Next Generation Customer Service

PANEL: Shifting The Service Paradigm To Attract More Customers And Talent · How to be perceived as an innovative, top-notch

service organization

· Understanding customers’ changing expectations in order to meet them

· What technology needs to be embraced in order to move into the next generation of service?

· Establishing more personalized customer service beyond break/fix

· Laying the foundation for next-generation service

Responding To Changing Customer Needs To Provide Better Support · Determining the support preferences of your many

different customers

· Understanding the desires of millennials to bring more support online

· Turning your seasoned field tech’s knowledge into customer support content

· Establishing social media’s role in service and support

Selecting And Implementing An Effective CRM Customer Engagement Center (CEC) · Moving from an in-house system to an off-the-shelf

CEC software

· What to do when you don’t find a solution out of the box that meets your needs

· Balancing efficiency with customer satisfaction in your scheduling practices

· Planning for seamless transition to your new CEC

Establishing A Successful Customer Experience When Your Customer Base Has Variable System Protocols And OutcomesMike Corbin, Director, Global Service, Quantachrome

· Designing an effective field service program when no two customers use equipment the exact same way

· Understanding that customers don’t buy equipment; they buy outcomes

· Ensuring your field service team recognizes, supports, and interprets solutions to the customer’s desired outcome

· Measuring the effectiveness of a field service structure that supports customer outcomes

The Future Of Service In Smart Cities · Exploring the evolution of smart equipment to smart

buildings to smart cities

· Explaining what a smart city is and its prevalence around the world

· Establishing the benefits of living and working in a smart city

· What do smart cities mean for service, and how can we prepare for this disruptive evolution?

Building A Self Service Or eSupport Model For A Better Customer Experience · Debating whether self service is truly the way to go

for better customer support

· Mapping the customer experience to determine where more capabilities for self help can be added in

· Optimizing web design, the online chat experience, and knowledge management to benefit the customer

· Measuring the effectiveness of your eSupport and self service models for ongoing improvements

Preparing Your Service Organization For The 2019 Customer ExperienceBrad Devine, Global Director of Service, Charles River Laboratories

· What will customer service look like in 2019?

· Explaining how the use of remote diagnostics will continue to enhance the customer experience

· Communicating with your customer more: apps and other methods of communication

· What can you do now to ensure your are ready for optimal service in 2019?



Disruptive Service Technologies

Service Optimization

Implementing Augmented Reality For More Efficient Service Calls And Training · How is augmented reality being embraced by

today’s service organizations?

· Projecting ROI and when you’ll see results from using augmented reality for service calls and training

· Getting buy-in to support this often expensive technology

· Strategies for effective implementation of augmented reality in your service business

ROUNDTABLE: Taking Your Cloud-Based CRM To The Next LevelRon Zielinski, Global Customer Service Leader, Coherent

· Ensuring you have a platform that can adapt and integrate easily to new technologies

Transforming From A Reactive To A Proactive Service Organization · How can you be more proactive with your

customers?

· Investing in performance services rather than focusing on repair services

· Creating your own services sales channels to sell more proactive service agreements

· Adjusting your service to support a proactive service model

ROUNDTABLE: Structuring Service For Extended Warranty On Low Volume ProductMichael Snead, Director, Product Service, Visual & Imaging Systems, Mitsubishi Electric US

· Outlining service challenges associated with low vs. high volume product

· Is it possible to find a 3rd party service vendor that will support low volume?

· Leveraging video capability, IoT, and smart products

· Moving to a more proactive and interactive experience with customers

· Identifying opportunities that your cloud-based CRM will support 3 – 5 years down the road

ROUNDTABLE: Exploring The Role Of 3D Printing, Google Glass And Other Disruptive Technologies In Service · Which disruptive technologies are being adopted

by service organizations?

· Exploring how Google Glass is currently used in service and what benefits are being realized

· Determining where 3D printing of spare parts can help your service organization

· Adjusting your service operations to take advantage of technologies of the future

· Building an internal warranty program for low volume product

· Best practices for selling extended warranty on your low volume products

ROUNDTABLE: Optimizing Global Dealer Relationships To Benefit Both You And ThemMike Corbin, Director, Global Service, Quantachrome

· Aligning the motivations of your distributors with the goals and successes of your organization

· Exploring strategies and technologies used to manage global dealer/distributor relationships

· Uncovering field service platforms that allow you to communicate with dealers on a restricted level

· Determining how to extend knowledge, data, and technical capabilities to your dealers and distributors

· The best ways to offer real time support to dealers whose skill sets might be limited



ROUNDTABLE: The Latest Developments For Storing And Processing Documents Via Mobile Forms · Identifying the quickest way to change a paper form

to an online app form

· Exploring cost-effective mobile form options for any organization

· Mitigating risk and human error through the use of mobile forms

· Determining which mobile workflow software is right for your organization

Be A Productive, Pleasurable Road Warrior · Preparedness = pleasure. What to pack, purchase,

and plan for

· Tips to make travel bearable

· How to feel better and stay healthy when you travel

· Staying connected to work and home when you’re on the go

Merging Three Service Organizations Into One: Aligning Culture, Processes And ExpectationsCarsten Soendergaaard, Service Director, Tomra Sorting Solutions

· Building a commercially fit organization driven by customer oriented activities

· Creating processes that align expectations and sales structure

· Developing, motivating, and compensating staff

· Championing a new culture that supports a commercially fit organization

Opening Workshop: Benchmarking Service MetricsYou’ll be grouped with similar industries and company sizes. Through small group discussion, compare metrics including margin goals, service technician effectiveness, and customer renewal rates; and determine the most important KPIs for your service organization. Learn how similar companies as yours define and calculate critical metrics, and where you are both behind and ahead of the curve.

Field Service exceeded my expectations. The

conference was inspiring and invigorating and I

look forward to reviewing the presentations. There

truly were some great examples of how critical

Service is to our customers and our companies.

Joe Brower, North America Industry Service Manager, FEI



Bill Fusco, Service Operations

Consultant, Caterpillar

Very helpful to learn of other

companies’ successful solutions. An opportunity to view many various vendors’ products in one place and

network with leaders in this area.”

Field Service was by

far the best conference I’ve ever attended. The content was extremely

relevant to the projects I’m currently working on. The WBR team really hit it on

the mark!

Top-notch event

attracting a wide array of service professionals across a wide array of

industries.

I appreciated the unique interactive nature of the event

coupled with excellent examples of lessons learned in other field

service sectors.

“Exceptional presentations.

Excellent exchange of ideas.”

Patricia Rash, VP Remote

Technical Services, Xerox

Angie White, Field Service

Manager, Metso

Ken Vaughn, Service Director,

Pitney Bowes

Roger

Rinker, VP of HR & Talent Management,

Comfort Systems USA



2015 Field Service Speakers Included:

Aerospace/Transport

Paul Oliver Head of Field Services Worldwide Airbus

Adrian Paull Vice President Customer & Product Support Honeywell Aerospace

Jacques Blondeau Vice President Maintenance Services Worldwide Embraer

Tim Davis Director International Military Support Moog Aircraft

Tony Pesch Senior Director, Customer Support & Services Thales Group

Johannes Emmelheinz President Rail Services Siemens

Biotech/Medical Device

Wade Brown Vice President Field Service Roche Diagnostics

Mike Briglia Vice President Life Sciences Global Service STERIS Corporation

Jerome Piche Vice President Service bioMerieux

Dan Sullivan Vice President Service Parata Systems

Stephen Abate Service Director Americas Edwards

Thomas Grosskopf Director Global Commercial Services Abbott Medical Optics

Mike Davis Director Operations Support Services American HomePatient

Phil Severe Director Product Support & Repair Services BD Biosciences

Timothy Mascal Director of Service The Americas Anton-Paar

Len VanderHulst Global Services & Support Leader Mettler Toledo

Eric Paulik Senior Director, Global Field & Customer Service Spectranetics

Greg Parker Director Customer Care Trane

Richard Solorzano Director Customer Service IBA Dosimetry America Inc.

Piyush Modi Lab Manager GE

Cathy Brewer Services Marketing Manager FEI

Scott Tarran Manager Service Operations Bruker AXS

HVAC

James Mylett Senior Vice President Service Comfort Systems USA

John Krill Vice President Operations Ainsworth Inc

Joe Bergman Vice President & General Manager Industrial Technologies Ingersoll Rand

Srdjan Mucibabic Vice President Customer Support Husky Injection Molding Systems

Dane Taival Vice President Service & Contracting Trane

John Reynolds Vice President Service Haier America

Gerald Norz Vice President Global Operations MEGTEC Systems

Angela Collins Regional Vice President Service Comfort Systems USA

Jim Joyner Vice President Corporate Excellence Card Monroe

Dave McCoy Director Technical Service Ariel Corporation

Ben Svendgaard Field Service Director Whirlpool

Kevin Young Director Service Munters

Kenny McClellan Group Applications & Solutions Manager Aggreko



Construction, Food, Agricultural, Industrial Equipment

Jimmy Byrd President Ledcor Technical Services

Julius Chepey CIO API Group

Rhonda Monks Field Service Director CNH Industrial

Brad Nagel Director Customer Care & Field Operations Toro

Blake Heim Director of Service Products & Installations Hobart Service

Tom Jones National Service Manager Bosch Rexroth

Roger O’Connor Vice President & General Manager Product Support Gosiger

Chris Westlake Vice President Service Gerber Scientific

Automotive

Vasiliy V. Krivtsov, PhD Sr. Staff Technical Specialist The Ford Motor Company

Mike Conley After Sales Director Scania

Kellan Williams Manager Customer Insights & Analytics Safelite Group

Telecom

Greg Manganello Senior Vice President & Head of Services Fujitsu Network Communications

Dave Baker Senior Vice President Field Services DirecTV

Mark Moran Director Operations Intrado

Sandra Fornasier Global Director of Customer Experience Ciena

Jeffrey Babe Director Americas Field Service Polycom

Terena King-Campagna Senior Advisor Customer Experience Ciena

Utilities

Billy Wang Vice President Service Operations Schneider Electric

Syd Briggs General Manager Steele-Waseca Cooperative Electric

Steven Downey Vice President of Marketing & Technology Shipley Energy

Ken Walsh Vice President Engineering & Operations London Hydro

Buddy Saucier Vice President Service & Security & Fire Operations Johnson Controls

Bob Nelson Vice President, Aftermarket Parts and Customer Service Ray Lindsey Company

Steve Meyers Director Central US Field Service Vivint

Simon Wooley Manager National Field Services Sunrun

Brian Lindsay Storm Team Director Alabama Power

Brian McMillan Technology Manager, Customer Services Field Southern California Gas Company

High-Tech

Tom York CEO Essintial Enterprise Solutions

Art McGinn Senior Vice President Service Canon Solutions America

Joe Pinto Senior Vice President Technical Services Cisco

Sudipto Ghosh Executive Director Services Lenovo

Randy Daughtry Vice President Services Xerox

Terry Cain Vice President Global Customer Engagement Avnet

Paul Prevot Vice President of Global Field Operations Acuative



Michael Bielemowicz Executive Vice President Glory Global Solutions

Patricia Rash Vice President Remote Technical Support Operations Xerox

Ron Zielinski Global Customer Service Leader Coherent

Jeff Zirker Senior Director Global Technical Center Cisco

CJ Penley Director Customer Support Hitachi High Technologies America

Steven Anderson Director Technical Support Presstek

Michael Saiphoo Director Customer Care Americas Intech Process Automation

Bruce Nelson Director Business Development Ricoh Americas Corporation

Gail Norris Director Customer Services Division Siemens

Jose Villalvazo Foundation Services Director HP

Marty Reader Co-Founder & Past EVP Field Solutions

Christopher Dann Service Director Durst Image Technology

Automated/Money/Software Machines

Mike Lynn Director of Customer Support Operations Automated Packaging

David Douglas Vice President Service Management Scientific Games

Tim Spencer Vice President Customer Experience WMS Gaming

Jack Hager Vice President Operations Pendum, LLC

Miscellaneous

Robin Fiala Vice President Service & Marketing Otis Elevators

Mary Jo Bitner Executive Director, Center for Services Leadership Arizona State University

Edward Defraine Region Director Customer Care Coca-Cola

Charles Hughes Director Field Services Walgreens

Steve Snedegar Director Service Sales North America Simplex Grinnell

Don Bernard Engineering Services Manager ADB Airfield Solutions

Gregg French Service & Dealer Development Manager KCMA

Ivin Smith Vice President Customer Service Pitney Bowes

Frank DiOrio Vice President Service Operations Pitney Bowes

Jay Dietz Senior Vice President Service Kone



Test Products & Solutions From The Worlds Leading Solution Providers, Including:

Field Service Managementwww.fieldpower.com

The Technology For service organizations, the Exhibit Hall is the one-stop shop for technologies that really make an impact for your

business. For solution providers, there’s no better place to showcase your solutions. Establish your presence, build

buzz and drive demand

All The Technology You Need Under One RoofOur Solutions Zone is not about a bunch of executives pushing a random technology, trying to sell you the “hottest

thing” – you’ll identify which solution will work for your business. We’ve done the legwork, cultivating the latest and

greatest in tech – simply walk into the exhibit hall and find your next long-term partner.

Interested In Sponsoring? Have A Chat With PaulThe attendees are engaged, excited and looking to get a leg up on the competition. The energy in the

hall is contagious, the connections real, and the opportunities endless. Looking after the Sponsorship and

Exhibition sales for Field Service USA, Paul is here to put together a customized sponsorship package to

ensure your product or service reaches the executives you want it to reach.

Give Paul a call today: Paul Massoud, Sponsorship Director,

Phone: 646-200-7490 or [email protected]



About Our Media Partners

Aberdeen Group Since 1988, Aberdeen Group has published research that helps businesses worldwide improve their performance. Our analysts derive fact-based, vendor-agnostic insights from a proprietary analytical framework, which identifies Best-in-Class organizations from primary research conducted with industry practitioners. The resulting research content is used by hundreds of thousands of business professionals to drive smarter decision-making and improve business strategy.

Aberdeen’s marketing services for B2B organizations help marketers take control of the Hidden Sales Cycle™. In addition to licensing content, marketers in companies of all sizes, across many industries, leverage our turnkey marketing programs, hire our analysts for speaking engagements, and use our innovative content-as-a-service approach. Aberdeen Group is headquartered in Boston, MA.

Customer Service ManagerWebsite: www.customerservicemanager.comCSM 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. Website: www.customerservicemanager.com

Enterprise Mobility ExchangeWebsite: www.enterprisemobilityexchange.comThe Enterprise Mobility Exchange is the leading online community for global mobility professionals and business leaders who are leveraging mobile technology and services to improve operational efficiency, increase customer acquisition and loyalty, and drive increased profits across the entire enterprise.

Field TechnologiesWebsite: www.fieldtechnologiesonline.comField 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.

Field Service NewsWebsite: www.fieldservicenews.comField Service News is the UKís leading provider of news, insight and opinion to the Field Service industry. We publish articles daily right here at www.fieldservicenews.com which include a mix of the latest news, features and business intelligence. We conduct our own extensive research on a regular basis providing meaningful analysis of the industry today and key benchmarking figures for the industry at large. We deliver this information across a number of media including video, podcasts and the written word.

National Assocation of Service Managers (NASM)Website: www.nasm.comThe 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.

OPTIMIZE FIELD WORKERS, SERVICE & ASSETS



Pricing & Discounts

Service and Support Executives Solution Providers

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.

· All discounts are taken off the full conference price. No two discounts or offers can be combined.

*To qualify for the discounted rate, you must be engaged in a digital/eCommerce 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.

$2599 $1999

Register By April 30, 2016 and Save$600!

3 Day Pass (Sept 12-14, 2016)

Get the inside secrets of leading industry practitioners

Mix and mingle with the best and brightest in the industry

Inspire and innovate your service operation

Includes all meals and refreshments during conference

All Networking Receptions

Access to speaker presentations, post-event

$3199

3 Day Pass (Sept 12-14, 2016)

Get the inside secrets of leading industry practitioners

Mix and mingle with the best and brightest in the industry

Access to executives looking to buy your solutions!

Includes all meals and refreshments during conference

All Networking Receptions

Access to speaker presentations, post-event

Register Now! Discounted Group Rates for Manufacturers and Distributors*

Groups of 3 or more 20% off current discounted price

Groups of 8-12 $13,999 flat rate (Call 1-888-482-6012 to secure this rate)

· Payment is due in full at the time of registration. Your registration will not be confirmed until payment 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.

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

Register Now Register Now

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