Field Service USA 2016 (past event)

April 25 - 28, 2016


Main Day Three

07:30 - 08:20 Continental Breakfast & Registration

08:20 - 08:25 Welcome Remarks

08:25 - 08:35 Chairperson’s Opening Remarks

08:35 - 09:35 Culturetopia - Creating A High Performance Service Organization

Jason Young, President,LeadSmart, Inc.
Based on his experience as an insider at famed Southwest Airlines and consultant to dozens of other Fortune 500 companies, Jason Young offers a dramatically different approach to creating and sustaining a high performance customer service culture that will engage employees, delight customers and impact the bottom line As competition continues to heat up for goods and services, most companies today struggle to value, define and implement a focused, customer service approach – one that places a systemwide preeminence on the customer experience. Culturetopia is a revolutionary approach that will help companies create a team environment that delivers consistent world-class service that attracts, builds and maintains customer loyalty. Culturetopia happens when all employees are aligned with the mission and vision of the company, are clear on expectations and go to work every day committed to providing exceptional service. In this presentation, Jason provides practical, easy to implement guidance on the real meaning of “customer-defined” service experience and how it can become a longterm competitive advantage.

Jason Young

LeadSmart, Inc.

09:35 - 10:00 It’s Not Brain Surgery: Improving Customer Relationships, Profitability, and Capability with Mobile Merged Reality and Virtual Presence

Bart Guthrie, Neurosurgeon,University of Alabama at Birmingham

Bart Guthrie

University of Alabama at Birmingham


Chris Briggs

General Manager, Northern Gas & NGL Marketing
Anadarko Energy Services Company


Sampson Briggs

Guest Speaker
Anadarko Energy Services Company

10:20 - 10:50 Panel Discussion: Your Kindergarten Teacher Was Right: Let’s Put Safety First!

Chris Westlake, Vice President of Service,RK Mechanical Chris Briggs, General Manager, Northern Gas & NGL Marketing,Anadarko Energy Services Company


Chris Westlake

Vice President of Service
RK Mechanical


Chris Briggs

General Manager, Northern Gas & NGL Marketing
Anadarko Energy Services Company

10:50 - 11:30 Morning Refreshment & Networking Break

11:30 - 11:50 A New Era Of Field Service In A Connected World

Mark Bloom, Chief Operating Officer Service Cloud,Salesforce


Mark Bloom

Chief Operating Officer Service Cloud

11:50 - 00:10 All Green Metrics And All Red Customers

Glenn Graves, Vice President Operation Assurance and Regional Support,Ericsson


Glenn Graves

Vice President Operation Assurance and Regional Support

00:10 - 12:40 Panel Discussion: Identifying And Preventing Burnout Among Field Service Technicians

John Ryan, Director of Customer Support,HORIBA Instruments Incorporated Shaun Colburn, Director LAB ISG,Pall Corporation
• Proactively looking for signs of burnout: dropoff in communication, falling behind in paperwork, inappropriate responses, etc
• Analyzing employee’s historical performance and potential to determine if he is worth salvaging
• Letting unsalvageable, troubled employees move on while creating action plans for those technicians you want to keep

John Ryan

Director of Customer Support
HORIBA Instruments Incorporated

Shaun Colburn

Director LAB ISG
Pall Corporation

12:40 - 13:40 Lunch For All Attendees

Lunch For All Attendees

13:40 - 14:00 Are Your Globe-Trotting Engineers Safe In Foreign Locales?

Doug Kint, Senior Project Manager and Site Manager,Lockheed Martin
• Providing real-time, country-specific data to traveling technicians
• Connecting with the State Department and individual consulates to let them know you have employees in the region
• Giving cultural-specific training as needed

Doug Kint

Senior Project Manager and Site Manager
Lockheed Martin

• Taking advantage of the fact that you have a company representative in front of your customer
• Ensuring technician doesn’t waste the opportunity by keeping his head in machine the whole time
• Looking left and right – does customer need work on something else? Is customer using all available functionality?

John Ryan

Director of Customer Support
HORIBA Instruments Incorporated


Brian Shomber

Field Service Manager

Shaun Colburn

Director LAB ISG
Pall Corporation

14:35 - 14:55 Accelerating Your Remote Diagnostics From The Ground Up

Eduardo Bonefont, US Technical Services, VP,BD Diagnostics
• Recognizing that the best service is one the customer doesn’t even know exists
• Using IoT to anticipate everything, preventing failure and downtime
• Moving toward goal of completely avoiding onsite customer visits

Eduardo Bonefont

US Technical Services, VP
BD Diagnostics

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

Buddy Saucier

Vice President Service & Security
Johnson Controls


Shawn Connelly

National Director Technical Service


Chris Reilly

Service Training Manager – America’s
Tennant Company

15:35 - 15:55 Afternoon Networking & Refreshment Break

• Ensuring the metrics that you highlight to customers drive loyalty
• Focusing on qualitative versus quantitative so you can provide a value report
• Moving towards a service agreement with a promise of avoided cost

Scott Owen

Vice President, Service. Power Generation, North America
ABB Inc.


Patrick Webb

Director Service


Stephen Abate

Service Director Americas


TJ Harper

Vice President and Global Practice Leader, Lifecycle Solutions

16:40 - 17:30 Business Model Design Workshop: Capturing The Value From IoT

Cindy Elliott, Director, Advanced Services Group,Aston Business School
Many researchers and practitioners will offer general training in business model design, but this leading –edge workshop is the first specialised offering for the design and roll-out of advanced services. It is based on extensive first class research and testing of the methodologies for innovating value propositions and associated business models for the adoption of advanced services in manufacturing or services companies.

Participants will leave the workshop with an understanding of the leading research on business model design for advanced services, and a completed framework setting out an advanced service offering and the business model features required to deliver it.


Cindy Elliott

Director, Advanced Services Group
Aston Business School

17:30 - 23:59 Close of Field Service USA 2016