Field Service USA 2016 (past event)

April 25 - 28, 2016

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Main Day Two

07:30 - 08:20 Continental Breakfast & Registration In The Solutions Zone

08:20 - 08:25 Welcome Remarks

08:25 - 08:40 Chairperson’s Opening Address

Kayleigh Fitch, Product Manager,Oracle Field Service Cloud
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Kayleigh Fitch

Product Manager
Oracle Field Service Cloud

08:40 - 09:00 Customer Service DNA In A Connected World

Curt Hill, Vice President Customer Assurance,Cisco
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Curt Hill

Vice President Customer Assurance
Cisco

09:00 - 09:20 Embracing Digitization To Enhance Service Profitability

Tom Bowe, Industry Director for Enterprise Service Management,IFS Paul Huard, Senior Manager,Amazon's Lab 126
Executive, IFS
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Tom Bowe

Industry Director for Enterprise Service Management
IFS

Paul Huard

Senior Manager
Amazon's Lab 126


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Chris Westlake

Vice President of Service
RK Mechanical

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Andy Murphy

Director, Product Management
FieldAware

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Kevin Summers

Senior Director, Business Development
Mitel Accelerator

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Chris Gera

VP, Operations
MasTec

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Michael O'Leary

Director
Cross Refigeration

10:00 - 10:20 The Optimization of Everything

Kelly Frey, VP Product Marketing,Telogis

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Kelly Frey

VP Product Marketing
Telogis

10:20 - 11:10 Morning Refreshment & Networking Break In The Solutions Zone

11:10 - 11:30 Technician Knowledge Management: How To Enable Them To Be " Hero's " In The Eyes Of Their Customers

David Bishop, Director Service Operations,Johnson Controls
• Knowledge management definition and vision creation
• Usage of a technician "Voice of Customer " session to zero in on what is critically important
• Building a technician " knowledge management mobility workbench " to improve safety, productivity, customer loyalty and to enable profitable growth
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David Bishop

Director Service Operations
Johnson Controls

11:30 - 11:50 Utilizing Cloud Technology To Your Field Service Operations

R. Steven Tungate, VP/GM, Service, Supply Chain and Innovation,Toshiba America Business Solutions
• Moving employees through the organization in a way that benefits both company and employees
• Ensuring employees remain challenged and connected to the big picture
• Creating support roles and training positions for employees who may not be leadership material, but are still valuable to the organization

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R. Steven Tungate

VP/GM, Service, Supply Chain and Innovation
Toshiba America Business Solutions

• Keeping the first line of defense running smoothly
• Providing relevant info to customers and technicians and making sure that info is readily available
• Staffing your virtual help center with the technology and tools you need to be most efficient
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Andrew Kovach

Vice President US Life Cycle Services
ABB Inc

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Valerie Knupp

Group Director, Field Services Dispatch and Installation
Coca-Cola

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Wayne Dowty

Director Service
KONE Americas

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Dan Schiess

National Service Manager – Customer Care
Fluid Management Inc.

12:30 - 12:40 Field Service Benchmarking Survey


Attendees are presented a scenario by the table moderator and are charged with providing a solution by working as a group to solve the moderator’s challenge/scenario. A group wrap-up follows the table discussion to hear what steps were taken in real life.

Table 1: Creating Synergies Amongst Field Engineers and Field Sales To Leverage Customer Value Hosted by Michael Lynn, Director of Customer Support Operations, Automated Packaging Systems

Table 2: Exploring Training And Development Strategies: Introducing Skills Based Compensation Hosted by Tim Spencer, Vice President Service and Support, Scientific Games

Table 3: Decentralized Field Service Hosted by Kayleigh Fitch, Product Manager, Oracle Field Service Cloud

Table 4: Improving The Customer Experience At The Brand Level Hosted by Tony Abouzolof, Head of Sales MEEE and Managing Director, Syncron UK

Table 5: Tackling The Challenges Of Change Management Hosted by Eric Paulik, Senior Director Global Field Services, Spectranetics

Table 6: Managing Customer Expectations In A Connected World Hosted by Kevin Young, Director of Service, Munters Corporation

Table 7: Moving On Up’ From Technician to Manager: Finding and Developing Future Leaders

Table 8: Marrying Sales and Service Hosted by Sidney Mallory, Vice President Sales McKesson Health Systems, McKesson Corporation US Pharmaceutical

Table 9: Making The Most From Service Contract Sales & Renewals Hosted by Stephen McPhee, Head of Service, North & South America, Lab Solutions, MilliporeSigma

Table 10: Optimizing The B2B Customer Experience Hosted by Ron Zielinski, Global Customer Service Leader, Coherent

Table 11:Pricing For Services Hosted by Scott P Owen, Vice President, Service. Power Generation, North America, ABB Inc.

Table 12: Is The Flexibility Of Service A Double-Edged Sword? Hosted by Syd Briggs, General Manager, Steele-Waseca Cooperative Electric

Table 13: Creating A Customer Service Culture Hosted by Sue Fullington, Director Field Service, Boeing

Table 14: Exploring Knowledge Tools For Your Workforce Hosted by Roger O’Connor, Vice President, Gosiger

Table 15: Reducing Net Working Capital (NWC) Without A Negative Impact On The Customer Experience Hosted by Jim Crowl, US Country Service Manager, ABB

Table 16: How Can We Delight Customers?

Table 17: Parts Optimization: When Just-In-Time Is Too Late Hosted By John Schlanger, Vice President Service Parts Supply Chain, Philips Health Systems

Table 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 Rachel.Muser@wbresearch.com

Michael Lynn

Director of Customer Support Operations
Automated Packaging Systems

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Kayleigh Fitch

Product Manager
Oracle Field Service Cloud

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Tim Spencer

Vice President Service and Support
Scientific Games

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Eric Paulik

Senior Director Global Field Services
Spectranetics

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Kevin Young

Director of Service
Munters Corporation

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Sidney Mallory

Vice President Sales McKesson Health Systems
McKesson Corporation US Pharmaceutical

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Stephen McPhee

Head of Service, North & South America, Lab Solutions
MilliporeSigma

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Ron Zielinski

Global Customer Service Leader
Coherent

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Scott Owen

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

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Syd Briggs

General Manager
Steele-Waseca Cooperative Electric

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Sue Fullington

Director Field Service
Boeing

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Roger O'Connor

Vice President
Gosiger

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Jim Crowl

US Country Service Manager
ABB

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John Schlanger

Vice President Service Parts Supply Chain
Philips Health Systems

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Tony Abouzolof

Head of Sales MEEE and Managing Director
Syncron UK

13:40 - 14:40 Luncheon


Track A: Field Service In The Heavy Capital Equipment Maintenance Space

14:40 - 14:45 Welcome Remarks

Track B: Operating Through A Dealer Or Channel Partner Model

14:40 - 14:45 Welcome Remarks

Track C: Service Innovation & Technology

14:40 - 14:45 Welcome Remarks

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

14:45 - 14:55 Chairperson’s Opening Address

Track B: Operating Through A Dealer Or Channel Partner Model

14:45 - 14:55 Chairperson’s Opening Address

Track C: Service Innovation & Technology

14:45 - 14:55 Chairperson’s Opening Address Raymond J. Lepper, e-Service Specialist,Epiphany, Inc.

Raymond J. Lepper

e-Service Specialist
Epiphany, Inc.

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

14:55 - 15:15 Supporting Customers In A Gray World When Company Policy Is Black And White Rhonda Monks, Field Service Director,CNH Industrial
Field service exists to protect the integrity of your brand in the eyes of your customer. Responsible businesses set up policies to protect themselves from too much financial exposure when things go wrong, such as a limited warranty for the product they sell. This warranty is the black and white world of company policy. However, not all situations fall neatly into the box of company policy. Session takeaways include and discussion includes how does 1 handle the gray world that is outside the black and white company policy and how do you protect the integrity of your brand and satisfy your customer when things don’t go according to the rule book?
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Rhonda Monks

Field Service Director
CNH Industrial

Track B: Operating Through A Dealer Or Channel Partner Model

14:55 - 15:15 Owning the Customer Experience: Toro’s Red Iron Service Initiative Theresa Charpentier, Sr. Mgr., Distributor Service Development,The Toro Company
• Gathering more customer data to predict buying patterns – what did they almost buy?
• Studying technician travel patterns, idle time in certain areas to predict physical activity and overall health
• Making sure data collected from sensors and biometrics doesn’t go to waste; data is useless unless it’s analyzed
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Theresa Charpentier

Sr. Mgr., Distributor Service Development
The Toro Company

Track C: Service Innovation & Technology

14:55 - 15:15 Technician Tools & Development: What Does Your Technician Need To Be Better At His Job? Greg Parker, Leader, Service & Industrial Refrigeration,Trane

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Greg Parker

Leader, Service & Industrial Refrigeration
Trane

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

15:15 - 15:40 Quantum Annealing And The Impact On Field Service Brad Hawkins, SVP, Product Development,ServicePower

Brad Hawkins

SVP, Product Development
ServicePower

Track B: Operating Through A Dealer Or Channel Partner Model

15:15 - 15:40 Kids Today – Helping Every Service Rep To Act Like An Expert John Snow, Vice President of Marketing and Strategic Relations,CaseBank Technologies

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John Snow

Vice President of Marketing and Strategic Relations
CaseBank Technologies

Track C: Service Innovation & Technology

15:15 - 15:40 Workforce-As-A-Service: How Walgreens Is Using “On-Demand” To Pioneer A Field Services Revolution Charles Hughes, Director Field Services,Walgreen Co Stephen DeWitt, CEO,Work Market
There's a reason one of America's most iconic retail brands is revamping its store support service model. The savvy retailer is using an on-demand technology platform to build a flexible and independent workforce of top-rated service professionals. Using this "Workforce-As-A-Service" model, the company has been able to slash its operating costs, improve its response time and boost its bottom-line.

Attend this session to learn how one of country's largest retailers is pioneering a service delivery revolution.

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Charles Hughes

Director Field Services
Walgreen Co

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Stephen DeWitt

CEO
Work Market

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

15:40 - 16:00 Creating A Customer Service Culture Sue Fullington, Director Field Service,Boeing

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Sue Fullington

Director Field Service
Boeing

Track B: Operating Through A Dealer Or Channel Partner Model

15:40 - 16:00 Optimizing Field Maintenance Schedules Vasiliy Krivtsov, Senior Staff Technical Specialist,Ford Motor Company
Complex technical systems, over their design life, are subject to preventive maintenance. Viewed as a field service activity, preventive maintenance is necessary to meet a system's reliability and availability (readiness) requirements. The question is what should be the optimal schedule of such preventive maintenance actions? Optimal in the sense that high frequency of these actions increases the cost of maintaining the system's operation but reduces the cost due to the system's downtime, while low frequency – decreases the cost system's operation but increases the cost of downtime. This presentation reviews mathematical (statistical) models that are used for preventive maintenance optimization and illustrated by case studies from the Vasiliy’s corporate experience.
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Vasiliy Krivtsov

Senior Staff Technical Specialist
Ford Motor Company

Track C: Service Innovation & Technology

15:40 - 16:00 Is There An App For That? Allan VanDamme, Director of Distribution Technology and Operations,London Hydro Inc.
As mobile computing becomes more entrenched in our everyday activities, the growth of smart applications has been prolific. It is estimated that there are currently 1,500,000 active applications available for the IPhone and the inventory is growing at a rate of about 138 per day. Given the evolution of the population towards an app-centric mindset, London Hydro recognized that some of the field services could be delivered using the app platform. To that end apps have been deployed in the areas of Health and Safety, project cost management, defective equipment reporting and tracking and facility entry control.
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Allan VanDamme

Director of Distribution Technology and Operations
London Hydro Inc.

16:00 - 16:40 Afternoon Refreshment & Networking Break In The Solutions Zone

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

16:40 - 17:20 Panel Discussion: Service Is The True Differentiator Terry Young, Regional Vice President Service,Comfort Systems Mitch Grimes, Director, Service Transformation, Global Services,Ingersoll Rand Chris Gera, VP, Operations,MasTec
• Developing tools to compete against low-end competitors in a commoditized market
• Synthesizing corporate marketing efforts to ensure your customers understand the value of your service
• Compiling a tool kit to justify higher prices (what must be highlighted about your service)
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Terry Young

Regional Vice President Service
Comfort Systems

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Mitch Grimes

Director, Service Transformation, Global Services
Ingersoll Rand

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Chris Gera

VP, Operations
MasTec

• Focusing on what the customer wants versus what they expect
• Creating new service models that are more technology based to improve customer experience
• Surprising your customers with advanced technology, like one that recognizes their voice when they call in
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John Clevenger

Vice President – Services & Aftermarket
Nederman Mikropul, LLC

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Bill Oliver

Senior Manager, Americas Field Services
Welch Allyn, Inc.

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Allan VanDamme

Director of Distribution Technology and Operations
London Hydro Inc.


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Piyush Modi

Head of Collaboration & Mobile Labs
GE Global Research

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Brad Baugh

Mobile Leader
Alabama Power

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Dan Schiess

National Service Manager – Customer Care
Fluid Management Inc.

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Kelly Frey

VP Product Marketing
Telogis

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Jon Kent

Manager, Corp. Field Service Mobility
Cox Communications Inc

Torsten Gruenzig

Vice President, Fleet Management Sales
LoJack Fleet Management

Track A: Field Service In The Heavy Capital Equipment Maintenance Space

17:20 - 17:40 Case Study: Do Your Techs Have Asset History At Their Fingertips? John Bowden, Manager of Field Service America,Airbus Americas
• Understanding what a game-changer the Uber concept is, where someone can come in and take your work
• Protecting your intellectual property and customer base
• Growing your business when faced with new pressures and challenges

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John Bowden

Manager of Field Service America
Airbus Americas

Track B: Operating Through A Dealer Or Channel Partner Model

17:20 - 17:40 Case Study: Service Optimization and Meeting Service Level Agreements "Or Not" Valerie Knupp, Group Director, Field Services Dispatch and Installation,Coca-Cola
• Bridging the gap when face-to-face customer meetings are few and far between
• Getting active in the social media platforms that your customers use
• Enriching the service conversation, educating customers to be less reactive

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Valerie Knupp

Group Director, Field Services Dispatch and Installation
Coca-Cola

Track C: Service Innovation & Technology

17:20 - 17:40 Case Study: Utilizing Predictive Analytics To Effectively Forecast Contract Renewals Patrick Foley, Extended Warranty Products, North America,Johnson Controls Julian Palacios, Manager of Data Analytics,Johnson Controls
• Digitizing everything so techs can search for parts and products, as well as technical procedures
• Establishing a chat community so that engineers can take advantage of the knowledge base of their peers
• Maintaining records of customer and asset history that techs can use when troubleshooting

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Patrick Foley

Extended Warranty Products, North America
Johnson Controls

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Julian Palacios

Manager of Data Analytics
Johnson Controls

17:40 - 23:59 Cigars & Cocktail Reception