Field Service USA 2016 (past event)

April 25 - 28, 2016


Main Day One

07:00 - 07:15 VIP Think Tank

Invite Only

07:15 - 08:00 Continental Breakfast & Registration

08:00 - 08:05 Welcome Remarks

08:05 - 08:20 Chairperson’s Opening Address

Vince Beacom, Executive Vice President,Verisae

Vince Beacom

Executive Vice President

08:20 - 08:40 Fire Side Chat: A CEO’s Vision On What It Takes To Provide Game-Changing Service

Larry Wash, CEO,KONE Americas
As service organizations have been focusing on value-added activities and their customers’ experience with increased success C-Level executives have had to adapt to company mindset that has shifted more towards service. In this one-one-one interview with Kone’s CEO, Larry Wash you’ll hear first hand what a former Vice President of Service-turned-CEO has done to pave the way for his organization and their customers. Q A will include:
• Moving resources from repetitive, manual activity to automated integrations
• Improving the customer experience by focusing on technology
• What’s in store for service in the not-so-near future


Larry Wash

KONE Americas

08:40 - 09:00 Driving Field Service Transformation Through Connected Products

Udaya Devineni, Senior Vice President Field Services,Schneider Electric
Schneider Electric has been investing time and resources into the development of its connected products environment and the overall performance of their service organization. In this session Udaya walks you through how Schneider service has:

• Driven unmatched levels of service and increasing loyalty across it’s customer base
• Increased operational efficiencies through more effective field service deployments and an increase in first call resolution
• Unlocked new revenue streams by providing innovative services to your customers


Udaya Devineni

Senior Vice President Field Services
Schneider Electric

09:00 - 09:20 Measure, Manage, Improve: Driving Change in a Large Service Team

Michael Pangalos, Senior Corporate Fleet Manager,Sunrun
Sunrun has made key changes in how its nationwide service team operates, to drive productivity and efficiency. Hear firsthand how measuring and managing led to simple but powerful improvements for Sunrun.

Michael Pangalos

Senior Corporate Fleet Manager

In today’s competitive marketplace its increasingly important to develop tools and strategies to compete against low-end competitors. Our panelists demonstrate how their leading organizations have synthesized marketing efforts to ensure their customers understand the value of their service, and how they’ve developed strategies and tool kits to justify higher prices for services. With a panel of this caliber you should come prepared to ask questions as to how these organizations have gotten to where they are today.

Curt Hill

Vice President Customer Assurance


Johannes Emmelheinz

CEO Mobility Customer Services
Siemens Mobility


Randall Daughtry

Vice President Technical Service


Vivek Joshi

Co-Founder & CEO
Entytle Inc.

10:00 - 11:00 Morning Refreshment & Networking Break In The Solutions Zone

11:00 - 11:25 Strategies That Win In The Service Economy

Stephen Smith, Vice President, Strategic Industries,Clicksoftware
Customers’ expectations about service are shifting. They demand personalized service with flexible appointment windows, constant communication, and real time updates. Companies no longer strictly compete with other companies in their industry, but are now competing with every service experience their customers have. To meet these demands, service firms must offer an integrated and consistent experience, and quickly adapt to changes in the marketplace. In this session presented by Mike Karlskind, Vice President Product Marketing at ClickSoftware you will learn:
• How wide adoption of mobile technology is empowering customers and mobile workers alike
• How IoT is revolutionizing the service industry
• The ripple effect on customer service caused by the intersection of mobile, cloud, IoT, and big data

Stephen Smith

Vice President, Strategic Industries

Are you struggling to develop new service offerings? This panel speaks to how you can shed the traditional mindset of services within your organization and include other departments such as sales, marketing and product development to discuss service offerings. The ultimate goal our panelists will share their thoughts on are how you can continuously refresh your product to increase synergy and loyalty with your customer base.

Art McGinn

Senior Vice President of Service


Andrew Stitzinger

Vice President US Service
Mar Cor Purifications


Daniel Sullivan

Vice President Customer Success
Parata Systems


Amos Schneller

Vice President Customer Support

12:05 - 12:15 Ten Minute Stretch

Table 1: The Future Is Here: Real-Time Service Management Hosted by Greg Camara, Enterprise Sales Manager - West, Coresystems

Table 2: Managing To The Metrics Hosted by Derek Few, Vice President, Field Sales, Fleetmatics

Table 3: Redefining Customer Experience With Connected Field Service Hosted Charlie Isaacs, CTO for Customer Connection, Salesforce

Table 4: Developing The Service Savvy Organization Hosted by Patrice Eberline, Vice President of Customer Transformation, ServiceMax

Table 5: Creating One Platform For Connected Intelligence Hosted by Kelly Frey, VP Product Marketing, Telogis

Table 6: Enhancing Field Service with Mobile Merged Reality and Virtual Presence Hosted by Drew Deaton, CEO, Help Lightning

Table 7: Product Support As A Corporate Objective – Building the Business Case Hosted by Steve Lightstone, Vice President North American Sales, CaseBank Technologies

Table 8: Managing Global Systems For Improved Service Operations Hosted by Scott Tarran, Manager Service Operations, Bruker AXS

Table 9: Field Service Software Implementation Challenges Hosted by Mike Darger, Vice President, Facilities & Maintenance, CKE Restaurants Holdings, Inc

Table 10: Integrating Global Service Partners Hosted by Christopher A. McHan, President, Neusoft Medical Systems, USA, Inc.

Table 11: What Can Predictive Analytics Do For Service? Hosted by David Douglas, Vice President Service Management, Scientific Games

Table 12: Get Your Head Into The Clouds With Mobile: Advance Your Customer Care, Service And Support Hosted by Meredith Powers, Big Data Marketing, Mobile and Business Solutions, AT&T

Table 13: Managing Knowledge Saturation For Field Technicians Hosted by Ed Klosterman, Director Field Service Operations, bioMeriuex

Table 14: Service and Parts Logistics Optimization Hosted by Dave Newell, C.P.M., A.P.P, CSIM, Sr. Global Materials Manager, Varian Medical Systems

Table 15: Transforming Field Service Across Industries, Across Platforms And Across Oceans Hosted by Anne Marie Berger, Managing Partner, ForeFront

Table 16: From Decentralized to Centralized FE Dispatch and Scheduling – Benefits and Challenges Hosted by Bill Kenney, EVP Business Development, OnProcess

Table 17: Rapid Mobile Innovation Begins With The Business: A Path To Simplified App Development Hosted by Steve Drake, Global Director, Mobile, Red Hat

Tables 18-20: For more information on how to be a part of the discussion and to sponsor a roundtable you may call Rachel Muser, Sponsorship Sales Manager at 646-200-7524 or email her at

Patrice Eberline

Vice President of Customer Transformation


Drew Deaton

Help Lightning


Greg Camara

Enterprise Sales Manager - West


Steve Lightstone

Vice President North American Sales
CaseBank Technologies


Scott Tarran

Manager Service Operations
Bruker AXS


Mike Darger

Vice President, Facilities & Maintenance
CKE Restaurants, Inc.


Christopher McHan

Neusoft Medical Systems, USA, Inc.


David Douglas

Vice President Service Management
Scientific Games


Dave Newell

Sr. Global Materials Manager
Varian Medical Systems Inc


Anne Marie Berger

Managing Partner


Kelly Frey

VP Product Marketing


Charlie Isaacs

CTO for Customer Connection


Bill Kenney

EVP Business Development


Steve Drake

Global Director, Mobile
Red Hat


Meredith Powers

Lead Product Marketing Manager, IoT & Big Data AT&T Mobile & Business Solut

Ed Klosterman

Director, Field Service Operations

Derek Few

Vice President, Field Sales

13:15 - 14:15 Lunch

Track A: Service Parts Management

14:15 - 14:20 Welcome Remarks

Track B: Optimizing Large Service Fleets

14:15 - 14:20 Welcome Remarks

Track C: Service Innovation & Technology

14:15 - 14:20 Welcome Remarks

Track A: Service Parts Management

14:20 - 14:30 Chairperson’s Opening Address Gordon Payne, Senior Manager of Technology Sales,FedEx SupplyChain

Gordon Payne

Senior Manager of Technology Sales
FedEx SupplyChain

Track B: Optimizing Large Service Fleets

14:20 - 14:30 Chairperson’s Opening Address Bruno Del Vecchio, Vice President, Strategic Sales,Fleetmatics

Bruno Del Vecchio

Vice President, Strategic Sales

Track C: Service Innovation & Technology

14:20 - 14:30 Chairperson’s Opening Address Jeff Oskin, President & CEO,Jolt Consulting Group

Jeff Oskin

President & CEO
Jolt Consulting Group

Track A: Service Parts Management

14:30 - 14:50 Exploring Best Practices For On- Time Parts Delivery Gerald Norz, Vice President,Megtec

Gerald Norz

Vice President

Track B: Optimizing Large Service Fleets

14:30 - 14:50 Customer Payment Processing: Our Journey To The Mobility Solutions Entitlement View Joseph V. Kukec, Director – In-Home Repair Operations,Sears Home Service

Joseph V. Kukec

Director – In-Home Repair Operations
Sears Home Service

Track C: Service Innovation & Technology

14:30 - 14:50 How Are Your Assets Faring Under IoT: Capitalizing On Preventative Maintenance Kevin Bollom, Vice President, Building Services,Trane
Trane has long been at the forefront of service innovation and technology. As IoT and connected devices continue to change the landscape its important to track the effectiveness of these advancements on your products. In this case study Kevin addresses what Trane has done on the preventative maintenance front to maintain the uptime of their equipment. Session highlights include:
• Identifying life expectancies and determining where it makes sense to invest resources
• Ensuring customers take advantage of preventative maintenance to optimize equipment

Kevin Bollom

Vice President, Building Services

Track A: Service Parts Management

14:50 - 15:20 National Geographic and Dell Rugged Notebooks: Tough Meets Tech Mike Libecki, Professional Climber,National Geographic
Mike Libecki, National Geographic Explorer came to Dell a few years ago looking for a solution to bring technology into the field to map his global expeditions and keep in touch with his daughter back home. Dell was able to assist Mike with Dell Rugged Notebooks and Tablets to perform in the most harsh and extreme environments.

Mike Libecki

Professional Climber
National Geographic

Track B: Optimizing Large Service Fleets

14:50 - 15:20 Integrate, Don’t Isolate: Integrating Powerful New Technology And Analytics To Improve Customer Experience And Increase Productivity Paul Spruiell, VP Group Operations,NAVCO

Paul Spruiell

VP Group Operations

Track C: Service Innovation & Technology

14:50 - 15:20 Leading A Multi-Generational Field Force With Mobile Collaboration And Communication Solutions Chad Tursi, Sr. Director, Big Data & Advanced Solutions,AT&T


Chad Tursi

Sr. Director, Big Data & Advanced Solutions

Track A: Service Parts Management

15:20 - 15:40 Increasing Profitability Through Effective Lean Planning Of Your Service Parts Program Bruce Shadmehri, Vice President Support Operations,NetApp
• Averting disaster when a critical part within machinery breaks and needs immediate replacement
• Determining if 3D printing makes sense for your industry
• What are the opportunities for spare parts?


Bruce Shadmehri

Vice President Support Operations

Track B: Optimizing Large Service Fleets

15:20 - 15:40 Creating Loyal Customers Through Enhanced Customer Education Adrian Dimech, VP Operations,DirecTV
Responsible for over 15,000 technicians David has plenty of experience in working with his technicians to go beyond basic installation and repair. When it comes to educating your customer base through your workforce it takes a little extra to keep your technicians proactive and have them maintain a higher level of customer awareness. In this session David discusses how DirecTV has kept their customer base happy with their product and more importantly able to fully utilize the majority, if not all of their product features.

Adrian Dimech

VP Operations

Track C: Service Innovation & Technology

15:20 - 15:40 Utilizing Cloud-Based CRM Solution To Transform Field Service Communication Jim Joyner, Vice President of Corporate Excellence,Card Monroe Corporation

Jim Joyner

Vice President of Corporate Excellence
Card Monroe Corporation

Track A: Service Parts Management

15:40 - 16:00 Creating A Roadmap To Streamlining Right Tech, Right Part, Right Time Scott Day, Executive Vice President, Product & Business Strategy,thyssenkrupp Elevator

Scott Day

Executive Vice President, Product & Business Strategy
thyssenkrupp Elevator

Track B: Optimizing Large Service Fleets

15:40 - 16:00 Helping Customers Help Themselves Suzanne Davison, Director, Services Marketing,Intuitive Surgical, Inc.
• 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

Suzanne Davison

Director, Services Marketing
Intuitive Surgical, Inc.

Track C: Service Innovation & Technology

15:40 - 16:00 Exploring Augmented Reality And Video-Based Solutions In Field Service Matthew Turk, Professor Computer Science; Founder,University of California Santa Barbara; Caugnate
• Defining the different roles of customer, intermediary, manufacturer to provide flexibility based on different models
• Adjusting service to different business models, different cultures, different countries
• Capitalizing on strength of service to overcome product stagnancy and move in and out of markets


Matthew Turk

Professor Computer Science; Founder
University of California Santa Barbara; Caugnate

Track A: Service Parts Management

16:00 - 16:10 Innovation Spotlight: The Rise Of The Blended Workforce Billy Cripe, CMO,Field Nation


Billy Cripe

Field Nation

Track B: Optimizing Large Service Fleets

16:00 - 16:10 Innovation Spotlight: Right Vehicle, Right Person, Right Time: Does Your Mobile Fleet Performance Technology Control Risk While Improving Your Customer Experience? David Rodriguez, SVP,GreenRoad Technologies
Experience how a powerful driver behavior system can help reduce costs and overall risk while ensuring your customers come first.

David Rodriguez

GreenRoad Technologies

Track C: Service Innovation & Technology

16:00 - 16:10 Innovation Spotlight: The Potential Impacts Of Self-Service App’s, Augmented Reality And IoT On Field Service Martin Knook, CEO,Tensing
With all of the buzz around IoT and connected or augmented technologies, you may be wondering who’s implementing any of this, and to what extent? The fact is these new technologies aren’t coming, they’re already here. In this spotlight, Martin Knook of Tensing shares the results of a recent case study to demonstrate:
• What the impacts of these technologies can have on your organization
• How your field technicians can handle more complicated tasks
• The understanding that customer satisfaction comes from being part of the solution

Martin Knook


16:10 - 16:55 Afternoon Networking & Refreshment Break

You’ve heard it before, but have you been able to do it? Right person, right part, and the right time have been echoed within the industry for years. With increasing customer demands it’s a key factor to set your service organization apart from the rest. This panel session discusses the challenges of streamlining your field operations, including:
• Optimizing your parts supply chain and parts manufacturing
• Determining whether to keep supply chain operations in-house or investigate external vendors
• Moving beyond just-in-time manufacturing principles to anticipate parts necessity

Bruce Shadmehri

Vice President Support Operations


Doug Kint

Senior Project Manager and Site Manager
Lockheed Martin


Eric Clopper

Director Global Services Logistics


Steven Caldwell

Vice President of Solution Management


Mike Ross

Director of Product Strategy
Baxter Planning Systems

Sharon Wierschke

Director Service Parts Supply Chain
Philips Healthcare

Our executives on this panel understand their clients’ businesses, further, they understand their business needs when it comes to how service can help add value to their clients bottom line. Nobody likes losing clients, especially top clients. This your opportunity to pick our panelists brains and combined years of expertise to better understand how you can:
• Identify which customers you must retain based on profitability, market leadership, etc
• Create action plans for each customer to determine how often to reach out and through which method (phone call, in-person visit)
• Assign an employee to handle customer care interactions based upon who has the best relationship with customer (field technician, salesperson, dispatcher, etc) and ensuring these communications are purely customer service related and not sales calls

Kevin Hogerty

Director of Service Americas


Joel Chait

Director Of Sales


Tom Bowe

Industry Director for Enterprise Service Management


Chris Gera

VP, Operations


Stephanie Jackson

Head of Field Service, Area I

Track C: Service Innovation & Technology

16:55 - 17:35 Panel Discussion: Integrating Global Service Operations Jerome Piche, Global Customer Service Vice President,bioMerieux Len Vanderhulst, Service Operations Leader,Mettler Toledo Jill Gehrhardt, Vice President,Esko
Whether entering a new market, managing a global merger, or expanding into a existing region globally, global service integrations are time consuming and difficult when it comes to keeping all regions at a standard level of performance. This panel session discusses the challenges in:
• Deciding which processes a region should adopt in terms of level of service
• Assigning regional managers to match skill sets of regional workforces and cultures
• Determining which technology platforms remain the same or get phased out

Jerome Piche

Global Customer Service Vice President


Len Vanderhulst

Service Operations Leader
Mettler Toledo


Jill Gehrhardt

Vice President

Track A: Service Parts Management

17:35 - 17:55 Ensuring The Success Of Your Spare Parts Business Johannes Emmelheinz, CEO Mobility Customer Services,Siemens Mobility

Johannes Emmelheinz

CEO Mobility Customer Services
Siemens Mobility

Track B: Optimizing Large Service Fleets

17:35 - 17:55 Making The Most From Service Contract Sales & Renewals Jamie Witham, Area Director – ProCare East,Stryker Medical Mike Donahue, Sr. Field Service Manager,Stryker Medical
The importance of retaining top clients is evident, however newer customers and those who are likely to renew must not be overlooked. Small customers can become big and vice versa, hence a balanced and clear strategy as to how to progress your clients and manage their expectations annually can be a big key to your revenue stream. This presentation will highlight was Stryker Medical has done to improve the bottom-line including:

• Automating contract management systems to make it easier and faster to sell renewals
• Approaching the right customer at the right time with the right pitch
• Using installed base data to power renewal projects


Jamie Witham

Area Director – ProCare East
Stryker Medical


Mike Donahue

Sr. Field Service Manager
Stryker Medical

Track C: Service Innovation & Technology

17:35 - 17:55 Case Study: iPads For Line Crews: Improving Safety, Training And Efficiency With Mobile Computing Brad Baugh, Mobile Leader,Alabama Power
Brad Baugh leads Alabama Power’s mobile initiatives and they’ve just recently made some big improvements to their existing platform and mobile capabilities. This discussion of Alabama Power Company's effort to roll out iPads to Distribution line crews and engineers covers some of the key factors in the decision to deploy tablets. Brad also discusses and shares his experiences with the various supporting technologies employed, and the mobile applications that are helping to make their crews safer and more efficient.

Brad Baugh

Mobile Leader
Alabama Power

17:55 - 23:59 Taste Of Cali Evening Reception