Field Service USA 2016 (past event)

April 25-April 28, 2016

Speakers

Industry Thought-Leader Perspectives

Vivek Joshi
Co-Founder & CEO
Entytle Inc.
Greg Camara
Greg Camara
Enterprise Sales Manager - West
coresystems
Drew Deaton
Drew Deaton
CEO
Help Lightning
Drew currently serves as Chief Executive Officer and President of Help Lightning, Inc. Previously, he has held operations, finance, and executive roles within MedMined and CareFusion. He began his career at Ernst and Young, working with entrepreneurial and technology companies. During his time in Research Triangle Park, NC, and Birmingham, AL, he has worked with many venture-based startups as well as large public and private corporations in information technology, biotechnology, software, medical devices, medical services, and healthcare technology. Drew holds a B.S. in chemistry from the University of North Carolina at Chapel Hill (UNC) and a graduate degree from UNC's Kenan-Flagler Business School.
Patrice Eberline
Patrice Eberline
Vice President of Customer Transformation
ServiceMax
Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations.

Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations. Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across 4 discrete Corporate Performance Management practices and hosted operations.

Patrice holds a Bachelor of Science degree in Business from the University of the Pacific, with special study in strategy development and conflict resolution.

Mark Bloom
Mark Bloom
Chief Operating Officer Service Cloud
Salesforce
Vince Beacom
Vince Beacom
Executive Vice President
Verisae
Vince Beacom is Verisae’s Executive Vice President (EVP) of Sales with a focus on utilities, telecommunications, and services. He has over 30 years of experience focused on retail technology, enterprise software, and business consulting.

Prior to his hire at Verisae, Mr. Beacom has held a variety of executive positions including President Americas Symphony EYC, Group Vice President Americas for Oracle Retail, GM Merchandise Management for Retek, CEO of Superior Edge, SVP Americas for Firepond, and as a Strategic Business Unit Director for SAP.

Mr. Beacom holds a Bachelor of Science Degree in Mechanical Engineering from the University of Minnesota.
Chad Tursi
Sr. Director, Big Data & Advanced Solutions
AT&T
Kayleigh Fitch
Kayleigh Fitch
Product Manager
Oracle Field Service Cloud
Kayleigh Fitch acts as a product evangelist and thought leader for Oracle Field Service Cloud. She is responsible for crafting a compelling story about Oracle Field Service Cloud and the future of field service management software, then developing and executing on strategic content, marketing and training programs to help tell that story globally. Kayleigh is an expert when it comes to understanding and highlighting the role of field service management in the holistic customer experience lifecycle and the broader enterprise technology landscape, as well as unique field service uses cases for industries from telecommunications to facilities management to retail. She joined Oracle with the acquisition of TOA Technologies, where she was responsible for public relations and product marketing for the TOA field service management solution. Prior to joining TOA Technologies, Kayleigh was an Account Supervisor at Sweeney, a full service marketing and communications firm. While there, she devised and led integrated marketing and communications campaigns for clients ranging from startups to established businesses in the industrial goods and services, healthcare, consumer packaged goods and non-profit sectors, including many new product launches and rebranding efforts.
Rob Simons
Rob Simons
Area Vice President
Oracle Field Service Cloud
Anne Marie Berger
Anne Marie Berger
Managing Partner
ForeFront
Steve Lightstone
Steve Lightstone
Vice President North American Sales
CaseBank Technologies
Steve is responsible for overseeing business development and sales. In his role at CaseBank, Steve creates new opportunities by developing relationships with industries that support the manufacture and operation of complex equipment. Steve has over 30 years’ experience helping organizations implement technology solutions through various sales and sales management roles. Prior to CaseBank, Steve provided guidance and leadership to sales organizations including SAP, Microsoft, Oracle and IBM. He started his career as a Systems Engineer at IBM.
Jeff Morris
Jeff Morris
Marketing Director
Trimble Field Service Management
With over 30 years experience in software innovation, including product management and marketing roles at Boeing, Microsoft and Symantec, Jeff Morris joined Trimble Field Service Management in 2014. His market-driven strategy and passion for the field service industry is enabling Trimble's Field Service customers in delivering field service excellence through end-to-end solutions that allow them to manage, schedule, monitor and mobilize their workers and assets.
Gordon Payne
Senior Manager of Technology Sales
FedEx SupplyChain
Gordon Payne is the Senior Manager of Technology Sales for FedEx SupplyChain.  Prior to this role, Gordon managed the SupplyChain Business Development and Account Management teams for the Western Region U.S.  During Gordon’s 12 year career with FedEx SupplyChain, he has played an integral role in the launching of Critical Inventory Logistics utilizing FedEx’s proprietary IT platform, and has seen the company grow its Memphis footprint from less than 100,000 square feet to over 1.5M square feet of multi-client warehouse space and a network of over 300 Forward Stocking Locations in the U.S. and Canada.  Prior to joining FedEx, Gordon was the District Manager responsible for the New Orleans/Gulf South and DFW markets for Airborne Express.   Gordon has a strong background in developing creative solutions to complex service supply chain challenges. Gordon has been married to Ashley for 32 years and has four adult children, with 25% of them pursuing a career in supply chain. 
Steven Caldwell
Steven Caldwell
Vice President of Solution Management
PTC
Steven Caldwell is Vice President of Solution Management at PTC.  His team is responsible for the Service Parts Management, Service Parts Pricing and Service Network Management solutions within the PTC Service Lifecycle Management portfolio.  Steven joined Servigistics in 2002 and was a key contributor to the design, development and delivery of Servigistics’ Service Lifecycle Management solutions.  PTC acquired Servigistics in Oct 2012.  Steven holds a Bachelor’s Degree in Economics and a Bachelor’s Degree in Computer Science from Vanderbilt University.
Mike McCaskey
Mike McCaskey
Application Manager
Oracle Field Service Cloud
Mike McCaskey is an Application Manager with Oracle Corporation. In this role, Mike engages with customers to modernize the customer experience, with a focus on field service operations. Also an experienced sales engineer, he brings technical acumen to these discussions. Prior to Oracle, he worked with various enterprise software startups, after years at Intel Corporation as a technical consultant. Mike has as Bachelor of Science in Computer Engineering and a Master of Business Administration.
Andy Murphy
Andy Murphy
Director, Product Management
FieldAware
Andy Murphy is FieldAware's head of Product Management, with responsibility for Product Management, Product Marketing, Customer Experience Design and Business & Technical Partner Integration Solutions.  Andy has almost a decade of Field Services industry experience, has been with FieldAware since 2012, and has elevated rapidly through the Sales Engineer ranks at this fast growing mobile Field Service management application startup. Andy has been instrumental in FieldAware's early success and growth.  He has a wealth of first hand field service mobile SaaS application customer deployment implementation experience across a broad base of global customer deployments.
Kevin Summers
Kevin Summers
Senior Director, Business Development
Mitel Accelerator
Kevin Summers is Senior Director of Business Development with the Mitel Accelerator, a business unit within Mitel responsible for developing new products and services with lighthouse customers to better enable today's connected enterprises. With a proven history of driving product innovation, Kevin has deep and broad practical experience having helped some of the world's largest mobile operators and enterprises transform their real time communications networks. With over 20 years of industry experience, he's held leadership roles in strategy, product management, product marketing, systems engineering, and R&D in companies ranging from small startups to mid-size and large corporate environments.
Ryan Crandell
National Business Director
LoJack Fleet Management
David Rodriguez
David Rodriguez
SVP
GreenRoad Technologies
David Rodriguez’s focus is on all marketing initiatives and programs at GreenRoad Technologies. He also helps to drive the performance consulting division, product roadmap and direction of GreenRoad’s strategic offerings. David has 20 years of experience in the high tech, finance and healthcare industries. He has held leadership and executive positions at Mellon, Trizetto, Trintech and The Advisory Board.

David has presented at the IT marketing Conference, AFP annual conference, New York Cash Exchange, HFMA and ANI. David earned his MBA from DePaul University in Chicago, IL.
Martin Knook
Martin Knook
CEO
Tensing
Martin Knook, CEO of Tensing, is having over 15 years of experience as an IT executive & entrepreneur, who focuses on building technology teams to make the difference for customers throughout the world. At Tensing, he is leading his team into the mobile age, enabling customers to optimize field operations with the Tensing products; configurable workflows – configurable data sets for several industries, such as Utilities, Emergency Response, Telecom, and Field Service.
 
Leading this team, says Martin Knook, “Is all about bringing talented people together strengthen their knowledge and resolve problems into IT solutions. My strength is to find the balance between these complexities and finding the right balance to build a business. That’s what motivates me.”

Before joining Tensing, Martin was CEO and founding partner of SecondFloor, an international company that delivers successful solutions for risk, finance, compliance and enterprise transformation projects, using modeling, analytics, reporting, and decision support / business architecture analysis (www.secondfloor.com).

Prior to that, Martin Knook was founding partner en Director of several other IT companies, including HGH (www.hgh.nl).
Kelly Frey
Kelly Frey
VP Product Marketing
Telogis
Kelly Frey, vice president, product marketing brings more than 20 years of experience to Telogis as a senior executive and entrepreneur focused on transportation, supply chain optimization and fleet compliance solutions. 
 
Kelly was CEO and co-founder of BigRoad, and was previously responsible for directing the sales and business development for Turnpike Global Technologies as executive vice president of sales before being acquired by XATA in 2009. He also served as vice president strategic marketing and vice president sales for Descartes Systems Group, and Intermodal Marketing (commodity) Manager for CN Rail.
 
Kelly has a passion for changing the game with technology that improves mobile workforce safety, information empowerment and productivity. He earned an MBA from the University of Manitoba and his undergraduate degree from Wilfrid Laurier University.  Kelly lives in southern CA with his wife Erin, 6 boys and 4 dogs.
Tom Bowe
Tom Bowe
Industry Director for Enterprise Service Management
IFS
Tom Bowe is the Industry Director for Enterprise Service Management at IFS. Tom has an extensive background in service management. Most recently he headed up the Research and Development of the IFS Field Service Management solution as VP of R&D. Prior to joining IFS, he worked at Oracle/Siebel, and additionally has over ten years of service experience from GE Healthcare. Tom holds a Bachelor in Electrical Engineering degree from Marquette University and an MBA from Northwestern Kellogg School of Management.
Billy Cripe
Billy Cripe
CMO
Field Nation
Billy is passionate about amazing technology that brings people together to accomplish great work.

He holds an MA in Communications and undergraduate degrees in Philosophy and Political Science from Northern Illinois University. He has a background in development for content and collaboration systems and agile product management. His experience ranges from leading marketing teams at startups to the Fortune 100. He has since found his home in strategic marketing for cutting edge technologies.

Billy is a published author on the topics of information management, marketing strategy, enterprise collaboration and the ethics of artificial intelligence.
Charlie Isaacs
CTO for Customer Connection
Salesforce
Charlie Isaacs has a track record of R&D leadership, starting with GTE (Verizon) where he served as VP of Engineering/Ops. Following GTE, he was CTO at Answer Systems (acquired by Computer Associates), Broad Daylight (sold to Primus Knowledge, then ATG and then Oracle), and CTO and Chief Customer Officer at Kana Software, Inc. (part of Verint). After Kana he joined Alcatel-Lucent/Genesys Global Innovations Group as VP of Innovation. Charlie joined Salesforce in 2012 and is VP and CTO for Customer Connection.  Charlie’s primary role is to incubate IoT projects for Salesforce Customers; he evangelizes and speaks worldwide about IoT, Innovation and Customer Service. Charlie holds a B.S. degree in Electrical Engineering from the University of California at Santa Barbara and an MBA from California Lutheran University. He holds several patents related to CRM and the Internet of Things.
Mike Ross
Mike Ross
Director of Product Strategy
Baxter Planning Systems
Mike Ross has worked for Baxter Planning Systems since 2000, currently as Director of Product Strategy where he has responsibility for new feature conceptualization, requirements, and product design. 

For over 20 years Mike Ross has designed, developed, implemented, and supported off-the-shelf solutions for service parts planning that have been used at over 100 companies in a broad range of industries, including telecommunications, medical equipment, energy, imaging, printing, and aerospace.  Mike has led many service-parts implementation and consulting projects and maintains solid client relationships focused on continuing education and process improvement. 

In 2014, Mike was named as a Supply Chain "Pro to Know" by Supply and Demand Chain Executive magazine.
Stephen Smith
Stephen Smith
Vice President, Strategic Industries
Clicksoftware
Stephen Smith has over 15 years of experience defining and delivering Mobile Workforce Management solutions covering vertical markets that include Telecommunications, Utilities, Insurance, Home Services, Medical Equipment, Capital Equipment, and Oil & Gas operations.  Aiding service organizations to optimize the use of their field resources, improve operational awareness, streamline process, and establish controls while ensuring flexibility and variability are enabled within their operations.  Prior to his current role as VP Strategic Industries, Stephen managed ClickSoftware’s global solution consulting team exposing the benefits of MWFM to new users and helping increase the benefits of existing users across the globe.
Bill Kenney
Bill Kenney
EVP Business Development
OnProcess
Bill Kenney is a seasoned supply chain executive who has been instrumental to OnProcess Technology’s growth since joining the company in 1999. Having established its reverse logistics operation, created the wireless and technology practices, and held executive roles in business development, sales, program management and operations, Bill has helped deliver world-class supply chain services to global clients across vertical industries and driven double-digit year-over-year growth for OnProcess. Currently leading OnProcess’ partner and strategic alliances programs, Bill is a certified Lean Six Sigma Champion with an economics degree from Framingham State University in Massachusetts.
Steve Drake
Steve Drake
Global Director, Mobile
Red Hat
Steve is a leading expert in the mobile enterprise market and has spent nearly two decades advising customers and suppliers on key strategic mobile efforts.  As a Vice President of Mobility and Telecom at IDC, Steve pioneered the mobile enterprise business and built up a successful team, developing syndicated and custom research across key software, device and infrastructure markets and defined several critical mobile enterprise segments. Steve led FeedHenry’s global business development activities prior to the aquisition by Red Hat where he now leads the Partner Program for Red Hat Mobile.
Jeff Oskin
Jeff Oskin
President & CEO
Jolt Consulting Group
Jeff Oskin is the President & CEO of Jolt Consulting Group, a consulting firm with over 85 engagements with service organizations, technology companies, and investment firms. Jeff and his team measure success using one of the most important metrics in the service industry – customer loyalty. Jeff has led and grown public- and privately-held organizations as a President, CEO or Vice President for over 20 years and has a unique service industry perspective.  Jeff has held a number of service executive positions, including serving as President for a service management software company, as well as an executive overseeing a global service organization in the semiconductor capital equipment marketplace. Jeff has proven countless times an ability to be a savvy executive who understands the nuances of optimizing business operations, managing change, acquiring technology, and growing top-line revenue. In his career as a change-agent and business owner, he has guided small start-up firms, ably assisted in the turn-around of a publicly traded company, and successfully guided operations within a multi-billion dollar enterprise.
John Snow
John Snow
Vice President of Marketing and Strategic Relations
CaseBank Technologies
John is responsible for overseeing all aspects of CaseBank’s marketing and strategic alliances, with special emphasis on product positioning, sales support, market awareness and partnerships. John is tasked with developing effective relationships with software vendors and system integrators that support the manufacture and operation of complex equipment, thereby opening new markets to CaseBank’s technology. John has over 20 years’ experience in sales, marketing and strategic alliances. Prior to CaseBank, John held senior positions at Enigma Information Retrieval Systems and PTC. He started his career as a design engineer for GE Aviation.
Stephen DeWitt
Stephen DeWitt
CEO
Work Market
Stephen recently joined Work Market as the company’s Chief Executive. Prior to joining Work Market, Stephen served as a Senior Vice President and General Manager at Hewlett Packard. There he held multiple leadership roles including leading the Americas for the Personal Systems Group and as the worldwide leader for Enterprise Marketing. During Stephen’s 30+ years in the technology industry he has served on the senior staffs of industry leaders such as Sun Microsystems, Cisco Systems, and Symantec and has scaled multiple start-ups from the earliest stages, through dynamic growth to market leadership.

As President and CEO of Cobalt Networks, Stephen led the company from its market creating roots to a high profile IPO and ultimately a multi-billion dollar acquisition by Sun Microsystems. Stephen is a graduate of Babson College in Wellesley, Mass and has served on many public and private boards throughout the years. Stephen can be followed on Twitter at @swdoutloud.

Ted Steffner
Ted Steffner
FieldOne Solutions Specialist
Microsoft
Raymond J. Lepper
e-Service Specialist
Epiphany, Inc.
With over 30 years in the Consumer Electronics industry, Mr. Lepper has worked in all the segments of the CE supply chain, from manufacturing and distribution to retail. Returning to the US in 1998, after four years in the U.K., where he headed up KEF Audio (UK), the well known British loudspeaker company, Mr. Lepper worked as President of Home Media® Stores, L.C, the Richmond, VA based residential electronics systems integration company he co-founded in 1994.

In addition to his work developing the business and the brand of Home Media, he has been an active member of the Custom Electronic Design and Installation Association (CEDIA) where over seven years he served on CEDIA's Board of Directors and on its executive committee, as Secretary, Vice-President, President, and Past-President. He chaired the CEDIA Professional Certification Board of Governors and was the first chair of CEDIA's Education Council and its Global Program Committee.

In addition to his volunteer work for CEDIA, Mr. Lepper is the past Chair of the Virginia Council of CEOs and a current member of the Richmond Forum Board of Directors. He is a frequent resource for technology writers and editors of national magazines and newspapers and has written on a range of subjects for CE industry magazines including Residential Systems, CE Pro, Dealerscope, Custom Retailer, and the British Audio Journal.

Since April 2011, after selling Home Media, Mr. Lepper’s Panamint Group has been involved coaching and advising small business CEOs and consulting for several startup businesses. Most recently he served as Director of Operational Alignment for VIA International, the largest residential system integrator in North America. Throughout his career, Mr. Lepper has been involved in building and leading first-class organizations.
Stewart Hill
Senior Vice President, Corp Development
ServicePower
Pasha Arshadi
Pasha Arshadi
Vice President of Service Solutions
Quest International
Quest International, Inc. is a leader in after-market and cutting edge hi-tech device services, providing in-depth expertise, services and solutions including depot repair services, field services and IT managed services.

As VP of Service Solutions at Quest International, Pasha is responsible for global service solutions and technology divisions, including identifying key organizations and vertical markets in which the company can leverage new technologies and services to enhance the clients services business on their core products as well as find more efficient ways of enhancing their operations.  Mr. Arshadi holds a BS and MS in Computer Science and has a deep understanding of Software Systems and Computing technology in his current and past roles.
Tony Abouzolof
Tony Abouzolof
Head of Sales MEEE and Managing Director
Syncron UK
Tony Abouzolof is one of the founders of the Syncron group. Mr. Abouzolof has more than 25 years’ experience in the development and implementation of global supply chain planning solutions. Over the years, he has enabled many leading organizations, such as JCB, BAE Systems, Manitou, Messier Bugatti Dowty, Mazda and many others to formulate global supply chain strategies and to lead successful deployments of large scale supply chain solutions with a global scope.
 
Mr. Abouzolof is a regular presenter at many European conferences and he is well known for his leading views and foresight on many aspects of supply chain management.
 
Mr. Abouzolof holds a M.Sc. from Cranfield Institute of Technology.
Natalie Griffith
Natalie Griffith
Territory Account Manager
ProntoForms
Natalie Griffith is a Territory Account Manager who draws on her business and teaching backgrounds to understand her clients’ needs and goals and to demonstrate how the ProntoForms solution is improving businesses today. Through her experience as a Territory Account Manager, Natalie has become very knowledgeable in business processes that rely heavily on mobile data collection. Natalie is inspired by commerce and enjoys working with teams to see projects through to successful ends.
Meredith Powers
Meredith Powers
Lead Product Marketing Manager, IoT & Big Data AT&T Mobile & Business Solut
AT&T
As a Lead IoT and Big Data Product Marketing Manager with AT&T Advanced Business Solutions, Meredith is responsible for launching dynamic enterprise mobility solutions for AT&T global and U.S. markets.

In this role, she creates and directs strategic market development programs, including channel readiness, advertising strategy, mobile engagement programs, product demand simulation, as well as online, social media, blogs, editorials, videos, and overall trade presence.

During her eight-year tenure with AT&T, Meredith has been responsible for various integrated marketing programs, particularly vertical industry programs for executive reach into AT&T’s customer-base and outreach programs into the analysts community, industry publications, and industry councils, including the Manufacturing  Leadership Council, International  M2M Council and the Industrial Internet Consortium.  Vertical reach includes
Energy, Manufacturing, CPG, Pharmaceutical, Healthcare, Utilities, Transportation, Supply Chain, Retail, Financial, Insurance, and Hospitality Industries with a particular focus on C-level customer engagement programs.

Bruno Del Vecchio
Vice President, Strategic Sales
Fleetmatics
Derek Few
Vice President, Field Sales
Fleetmatics

Speaker

Curt Hill
Curt Hill
Vice President Customer Assurance
Cisco
Curtis (Curt) Hill serves as Vice President of Cisco’s Technical Support Services’ Customer Assurance team. As the “customer’s ultimate advocate” at Cisco, his team is responsible for resolving and minimizing critical customer issues across functional and geographical boundaries. The team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to prevent future issues from occurring.

Hill began his career at Cisco in 1995 as a customer engineer supporting multi-protocol technologies. Since then, he has led teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Most recently, he led the High-Touch Technical Support Organization and Cisco’s Latin America and Japan support delivery theatres.

Hill is the executive sponsor of the Organizational Learning Working Group, part of Cisco’s Quality Experience Steering Committee (QESC). He is a member of both the QESC and the Operational Excellence Steering Committee, cross-functional leadership teams that drive an improved customer experience across Cisco. In addition, Hill is the executive sponsor for several of Cisco’s top customer accounts.

Before joining Cisco, Hill held positions with Hewlett-Packard, Novell, and AT&T.

Hill holds a bachelor’s degree in business and a master’s degree in computer science. He has earned CCIE certification, as well as other industry standard credentials.
David F. McCoy
David F. McCoy
Director, Technical Service
Ariel Corporation
David  McCoy  is the Director of Technical Service  for Ariel Corporation based  in Mount Vernon Ohio. Ariel  Corporation is the largest manufacturer of Natural Gas Compressors worldwide, and is widely recognized as the world standard.

Dave grew up in rural  Oklahoma working in agriculture and at a local welding shop after school and on weekends. He enlisted in the US Army in 1975 and after an honorable discharge in 1980 Dave returned to Oklahoma and went to work in the oil and gas industry, building drilling rigs and working toward his degree attending school at night.

In 1983 Dave started with Total  Compression, known as
“The Service  Advantage”. Dave held several  positions over
12 years including Shop Mechanic,  Field  Service  Technician, Shop Forman, and District Operations Manager with responsibility for equipment in seven states and Ontario Canada.

Dave began  at Ariel  in 1995 as a Field  Service Representative responsible for technical support, troubleshooting, installation and commissioning of Ariel compressors worldwide. For the last 10 years Dave has been responsible for technical customer service  globally.
Martin Rogers
Martin Rogers
Vice President Customer Support & Services
Enphase Energy
Gail Norris
Director Technical Learning Services
Siemens
Richard McNamara
PLM Manager
Siemens
Cathy Brewer
Cathy Brewer
Services Marketing Manager
FEI
Cathy is a versatile, dynamic services marketing professional with over 18 years’ successful experience in identifying and translating customer needs into revenue-producing service initiatives that accelerate corporate growth and increase customer satisfaction. Delivers results by balancing strategy with tactics, intuition with analysis, and corporate objectives with customer satisfaction.
Larry Wash
Larry Wash
CEO
KONE Americas
Larry G. Wash is Executive Vice President for KONE Americas and serves as a member of KONE’s Executive Board. In this role, he is responsible for leading the KONE Americas organization, including teams across the United States, Canada and Latin America. As a senior executive with extensive experience running global organizations and a well-respected thought leader, Larry is skilled at developing strategic direction and at implementing operational improvements to profitably grow businesses.

Prior to joining KONE, Larry was President of Global Services for the Climate Solutions sector of Ingersoll Rand with full responsibility for the management of their services businesses. While in this position, he developed C-level executive relationships, and led Hussman, Thermo King, and Trane in driving growth in both emerging and mature markets.

Before joining Ingersoll Rand, Larry served as Vice President of Service & Contracting for Trane, where he led the services businesses in Canada, Latin America and the United States and created the strategic and operational plans for Trane Building Services. Ingersoll Rand acquired Trane in 2008.

Earlier in his career, Larry held the position of Vice President of Global Services for Xerox Corporation, responsible for worldwide strategy, business development, marketing, sales and operations. Larry began his career in 1985 with Eastman Kodak Company, where he held the position of Director of New Business Development.

Larry received his bachelor’s degree in electrical engineering from Wayne State University and a master’s degree in electrical engineering from the Rochester Institute of Technology. Larry also holds a master’s in business administration from Stanford University.
Udaya Devineni
Udaya Devineni
Senior Vice President Field Services
Schneider Electric
Udaya Devineni joined Schneider Electric in 2013 as the senior vice president of field services for the company’s Energy and Partner Business in the United States. He is responsible for defining business strategy, implementing it in the operations, driving business development and leading business transformation execution across Schneider Electric’s U.S. operations.

Prior to joining Schneider Electric, Devineni served as vice president at Oracle, where he was widely recognized for leading key transformational initiatives for that company’s managed services and consulting businesses, resulting in significant revenue and profit growth. Before that, he held various leadership roles at Oracle, including vice president of its North America Consulting and Oracle Cloud Extended Services groups.
Gerald Norz
Gerald Norz
Vice President
Megtec
Joseph V. Kukec
Joseph V. Kukec
Director – In-Home Repair Operations
Sears Home Service
Manage a staff of seven remote Program and Process Managers. Manage national level Fleet, Safety, Revenue Assurance, and Major Expense Line programs, and Quality Management System processes related to Home Services "Big Plays", In-Home Product Repair "Strategic Initiatives", and operational priorities.
Kevin Bollom
Kevin Bollom
Vice President, Building Services
Trane
Kevin Bollom is vice president of building services and customer care for Trane, a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand Kevin has been with Trane since 2002. For the past several years, he has been leading North American engineering and technology for Commercial heating, ventilation and air conditioning for Trane, where he has focused on product innovations and next-generation refrigerants. Prior to joining Ingersoll Rand, Kevin worked for Medtronic, Kimberly Clark and Ernst & Young Management Consulting in various operations, productivity and planning roles. He has a Bachelor of Arts degree from St. Olaf College in Northfield, Minn.
Jim Joyner
Jim Joyner
Vice President of Corporate Excellence
Card Monroe Corporation
Jim Joyner is the Vice President of Corporate Excellence for Card-Monroe Corp. in Chattanooga TN. He graduated from UT Chattanooga with a BS in Finance and later earned an MBA from the University of St. Thomas in Minnesota.

Jim began his professional career with the 3M Company where he progressed through the ranks in quality, manufacturing, sales and marketing. After ten years he joined Philip Crosby Associates as a vice president, helping to grow the company into the world’s largest consulting firm specializing in quality. He has been with Card-Monroe since 2003.

As a consultant/educator, Jim has worked with hundreds of organizations on six continents. He has served as an advisor to the Japan Management Association and authored several books including Quality Still Works (available on Amazon).

From time to time Jim teaches business at the college level. He is a frequent speaker at conferences and has served as an examiner for the Tennessee Center for Performance Excellence. Over the past forty five years, Jim has taught or presented to over twenty thousand people. (He has also earned over three million frequent flyer miles).

Jim and his wife Gretchen have four grandsons. He is a motorcycle enthusiast and enjoys tennis and golf.
Michael Lynn
Director of Customer Support Operations
Automated Packaging Systems
Rhonda Monks
Rhonda Monks
Field Service Director
CNH Industrial
Rhonda Monks leads the CASE Construction Equipment  Service team, which includes product support managers, field service engineers, a service development manager, and a customer support manager. She oversees more than $40 million annually in warranty dollars, product improvement programs, and customer goodwill.  In addition, Rhonda leads the development of brand strategies, policies, customer satisfaction initiatives and product support programs for more than 300 Construction Equipment  dealer locations in North America.

Under Rhonda’s leadership, CASE launched its first company-sponsored technical school in North America in partnership with Washburn Tech in Topeka, Kansas. Rhonda also led the development of a tablet-based service inspection tool for identifying, tracking and selling retail service at dealerships.
Greg Parker
Greg Parker
Leader, Service & Industrial Refrigeration
Trane
Greg Parker is the director of customer care for Trane. He is responsible for leading the Trane heating, ventilation and air conditioning customer experience. Parker also leads the technical training and field-college teams in service and contracting for Trane North America. He has more than 18 years of experience in product and project management. Parker previously worked as a service director for Hussmann where he led the North American heating, ventilation, air conditioning and refrigeration building services and solutions business segments. He holds a bachelor’s degree in electrical engineering from Auburn University and a master’s degree in business administration from Indiana University’s Kelley School of Business.
Andrew Kovach
Andrew Kovach
Vice President US Life Cycle Services
ABB Inc
Vice President, US Life Cycle Services for ABB Inc. Responsible for Process Automation and Utility Automation installed base control systems including service labor contracts, control system evolution, aftermarket sales and operations. I manage a group of 250+ Service professionals in the US.
Darrell Smithson
Darrell Smithson
Vice President of Strategy Global Solutions
Schneider Electric
Anita K. Weissman
Anita K. Weissman
Sr. Director, Sales Operations & Business Development
Essintial Enterprise Solutions
Tom York
Tom York
CEO
Essintial Enterprise Solutions
Ed DeFraine
Ed DeFraine
Vice President, Customer Care & Vending
Coca-Cola
Terena King-Campagna
Terena King-Campagna
Senior Advisor, Global Knowledge Solutions
Ciena
Terena King-Campagna is currently Senior Advisor of Global Knowledge Solutions at Ciena Communications where she is responsible for leading the knowledge and learning management programs for North America. Over the span of 15 years, Ms. King-Campagna has held leadership roles in Organizational Development and Customer Experience in both public and private sectors. As a business leader, she is focused on transforming the way customers are enabled for success. 

Ms. King-Campagna volunteers as a corporate member of the Aberdeen Research Council and holds an MA from Roosevelt University in Chicago, IL.
Julianne Hemingway
Julianne Hemingway
Senior Director Global Knowledge Solutions
Ciena
Julianne Hemingway is currently Senior Director of Global Knowledge Solutions at Ciena Communications based in Hanover, Maryland.  Ms. Hemingway has been working in the telecoms sector for over 15 years and her background includes leadership roles in Engineering, Sales Engineering and Sales in the telecommunications vertical. As the global leader of knowledge and learning management, she has worked and lived in multiple countries around the world. This exposure has cultivated a passion about education and the effect that it can have on not only any one individual but the effect it can have on the development of a country. 

Ms. Hemingway volunteers as an executive member of Women in Technology and holds an MBA from London Business School.
Piyush Modi
Piyush Modi
Head of Collaboration & Mobile Labs
GE Global Research
Piyush Modi, PhD is Head of Collaboration Mobile Research Labs at GE Software and is responsible for researching and delivering convergence, communication and collaboration enabling platforms and technology solutions.

Before joining GE, Piyush served as a CTO of British Telecom (BT) Global Services accounts, where he led customer innovation and developed multi-vendor solutions to transform Procter & Gamble's global infrastructure spanning networking, collaboration, mobility, voice and security technology verticals.

Prior to that, Dr. Modi served as the Sr. VP of Engineering at IP Unity, where he was responsible for building and leading a global R&D team to conceive and deliver a carrier grade Media Server, Application Server and related Unified Communication, Conferencing and Collaboration solutions for 500+ service providers.

Piyush started his career at AT&T Bell Labs, where over a period of 13 years he researched, developed and transferred Speech Recognition and Natural Language Understanding solutions from research into products and services for all the major AT&T business units resulting in many technology innovations, patents and cost savings of several hundred million dollars annually.

Piyush holds a PhD in Electrical and Computer Engineering (Speech Recognition) from Rutgers - New Jersey, a MS in Computer Science from University of Tennessee and a B.Tech in Electrical Engineering from Institute of Technology, BHU, India.
Irving Brown
Irving Brown
Innovations Manager
Siemens
I am the Innovations Development Manager for Siemens Technical Learning Services (TLS). The Innovations Development Team is responsible for the development and implementation of new learning initiatives for Siemens TLS. These new learning initiatives include the development and execution of the Virtual Instructor-led Learning (VILL) courses, and all online and mobile learning products. I am responsible for TLS Product Life Cycle Management activities for the Innovations Development team. The team collaborates closely with Local and Global SITRAIN teams to coordinate the development and maintenance of customer-focused learning content, tools, and concepts. In this role, I am responsible for identifying and evaluating cutting edge learning technologies as well as assessing and improving TLS learning and development programs. A key aspect of my role is in re-purposing a rich variety of technical curriculum and reference material for a robust, customer-focused, learning experience. I am jointly responsible for global learning development collaboration with internal & external customers and for managing contractor and vendor activities related to learning and development. I am responsible for leading the development of the Siemens Technical Competency Management Program.
Johannes Emmelheinz
Johannes Emmelheinz
CEO Mobility Customer Services
Siemens Mobility
Since 2008, Johannes has been President of Siemens Mobility, Siemens Rail Services, responsible for the worldwide service business for Siemens rolling stock, rail automation, electrification turnkey projects.
Randall Daughtry
Randall Daughtry
Vice President Technical Service
Xerox
Lead the North America Technical Escalation Support organization providing problem escalation support to Xerox Customers and Service Providers resolving their toughest technal challenges with Xerox equipment, software, and workflow solutions.
Art McGinn
Art McGinn
Senior Vice President of Service
Canon
Art is Senior Vice President Service for Canon Business Solutions Inc.  He is a graduate of Western Connecticut State University and a member of the Field Service USA Advisory Board.
Andrew Stitzinger
Andrew Stitzinger
Vice President US Service
Mar Cor Purifications
Daniel Sullivan
Daniel Sullivan
Vice President Customer Success
Parata Systems
Adrian Dimech
Adrian Dimech
VP, Operations
DirecTV
Adrian Dimech currently serves as vice president of Operations for DIRECTV, Inc. In this role, he is responsible for all field and associated regional support operations in the Southern California portion of the territory managed by DIRECTV Home Services.

His professional career spans over 20 years and includes numerous executive sales and field operations positions supporting major telecommunications and pay television organizations in the delivery of video and wireless broadband data services both within the United States and throughout Latin America, Europe and Asia.
Amos Schneller
Amos Schneller
Vice President Customer Support
Medivators
Scott Tarran
Scott Tarran
Manager Service Operations
Bruker AXS
Mike Darger
Mike Darger
Vice President, Facilities & Maintenance
CKE Restaurants, Inc.
Christopher McHan
Christopher McHan
President
Neusoft Medical Systems, USA, Inc.
David Douglas
David Douglas
Vice President Service Management
Scientific Games
David Douglas possesses over 25 years of global technology leadership experience in the Information Technology industry. His focus has been in the Lottery and Gaming sectors and his broad experience includes executive leadership of North American organizations responsible for operations, customer deployments of large scale terminal hardware, systems and infrastructure, and operational support. David has achieved great results leading large universal organizations comprised of over 400 employees + consultants geographically dispersed over the United States, Mexico and Puerto Rico. David has a long history of achieving enormous operating efficiencies through multi-sourcing of operations, field service engineering roles and deliveries, consolidation and creation of technology centers and call centers, process and quality improvements through the implementation of Information Technology Infrastructure Library (ITIL) as well as hands on experience with mergers, acquisitions and company integration activities. His key strengths include strong leadership and customer skills, a results-driven focus and a willingness to embrace change.
Dave Newell
Dave Newell
Sr. Global Materials Manager
Varian Medical Systems Inc
Bruce Shadmehri
Bruce Shadmehri
Vice President Support Operations
NetApp
Bruce has spent years specializing in global field support strategy development and execution including hardware quality, parts replacement, contact center operations, logistics, distribution, procurement, asset recovery, test and repair processes, and field support personnel. As a service executive it’s vital to cut costs and track the performance of your service parts program. Session highlights include:
1.    Essentials of an effective and integrated Spares Parts Planning echo-system
2.    Critical data elements to make your planning process effective
3.    Metrics that will determine your planning process effectiveness
Scott Day
Scott Day
Executive Vice President, Product & Business Strategy
thyssenkrupp Elevator
Suzanne Davison
Suzanne Davison
Director, Services Marketing
Intuitive Surgical, Inc.
Suzanne Davison leads the Services Marketing Department for Intuitive Surgical located in Silicon Valley.  Intuitive Surgical is the global technology leader in robotic-assisted, minimally invasive surgery, and designs, engineers and manufactures the da Vinci® Surgical System.   Over her eight year tenure at Intuitive Surgical, she has been responsible for the creation and development of three organizations including Inside Sales, the da Vinci Resource Center – training coordination and quoting support for the Sales organization, and Services Marketing, which included the rollout of the online self-service customer portal. 

Previous to this, Suzanne held positions at Siemens Medical, Acuson Inc., Kransco and Revo Sunglasses and is currently on the Board of Directors of Custom Coating, Inc.  She has a Bachelor of Science from Purdue University. 
Doug Kint
Doug Kint
Senior Project Manager and Site Manager
Lockheed Martin
Douglas (Doug) Kint is a Senior Project Manager and Site Manager of Lockheed Martin’s Mission System and Training (MST) facility in Virginia Beach, VA. 

In this role, Mr. Kint is responsible for program development and execution of a broad range of sustainment and customer service activities performed by the Virginia Beach organization in support of MST’s various lines of business including Undersea Systems, Integrated Warfare Systems and Sensors, Ship and Aviation Systems and New Ventures with employees located at over 25 locations that provide world-wide technical support services to the US Department of Defense.

Mr. Kint joined Lockheed Martin in 1979 as a field service representative and has spent his career in the customer services industry.  His diverse background includes experience in activities related to field service operations, program management, business development and finance/business operations.  His experience also includes supporting a number of key customer programs including the Aegis Combat System, the Trident Submarine Data Processing Subsystem, Fast Attack Submarine Combat Systems, the Battle Force Tactical Trainer System, the Littoral Combat Ship and various Aegis Ashore related programs.   Prior to joining Lockheed Martin, Mr. Kint also served in the United States Marine Corp as a tactical data communications central technician.

Mr. Kint holds a Bachelor of Science degree (Magna Cum Laude) from Old Dominion University in business administration with a concentration in management information systems.  He is an active member of the local community and church, he serves on the board of trustees for the Virginia Beach Theological Seminary and is a member of the American Society of Naval Engineers (ASNE).
Eric Clopper
Eric Clopper
Director Global Services Logistics
F5
Sharon Wierschke
Sharon Wierschke
Director Service Parts Supply Chain
Philips Healthcare
Kevin Hogerty
Kevin Hogerty
Director of Service Americas
FEI
Joel Chait
Joel Chait
Director Of Sales
ISC Group LLC
Jerome Piche
Jerome Piche
Global Customer Service Vice President
bioMerieux
Jerome has full responsibility for Subs and Distributors’ support all over the world: Training/Learning, Technical Complaint management, Contribution to product, services and solutions development. Management of a team of 100+ people based in France & US. Corporate & Transversal responsibilities for support and business initiatives.
Len Vanderhulst
Len Vanderhulst
Service Operations Leader
Mettler Toledo
Jill Gehrhardt
Jill Gehrhardt
Vice President
Esko
Jacques Blondeau
Jacques Blondeau
WorldWide Maintenance Services Vice President
Embraer
Action Oriented Bilingual Executive with US and international experience in general management, engineering, product development, strategic planning, customer service, quality and contract negotiations.
Jamie Witham
Jamie Witham
Area Director – ProCare East
Stryker Medical
Mike Donahue
Mike Donahue
Sr. Field Service Manager
Stryker Medical
Brad Baugh
Brad Baugh
Mobile Leader
Alabama Power
Manage a team of GIS Technicians and Systems Analysts. Serve on the Southern Company Mobile Solutions team that is responsible for researching, selecting and implementing mobile applications in support of the field forces. Provide GIS and hardware training and support for distribution field engineers.
Chris Westlake
Chris Westlake
Vice President of Service
RK Mechanical
Chris is a senior global business and operations leader with over 20 years experience. His background includes business management, supply chain management and plant management. He has a demonstrated track record of starting-up operations and turning-around plants and businesses around the world. He holds a Masters in Business Administration from Marquette University and a Bachelor of Science degree in Industrial Engineering from the University of Wisconsin.
David Bishop
David Bishop
Director Service Operations
Johnson Controls
David Bishop is Director, Service Operations for Systems & Services North America at Johnson Controls. He is a general management executive with extensive experience in the HVAC/Building Automation, equipment sales, installation, operations and maintenance business. Key focus has been to build diverse high performance teams, create a safe workplace, increase customer satisfaction, grow market share and increase profitability. He is currently leading the site based operations & maintenance business, connected offerings deployment and technician knowledge management roadmap for  North America.
Valerie Knupp
Valerie Knupp
Group Director, Field Services Dispatch and Installation
Coca-Cola
Wayne Dowty
Wayne Dowty
Director Service
KONE Americas
Supports the continued development of functional competence and expertise related to service operations (which includes maintenance, non-quoted repair and quoted repair operations). Has full accountability for the Budgets for Service. Acts as an interface with global functional leader of service. Prioritizes key global service operations initiatives, ensures local requirements and support are included/provided in global service operations initiatives. Develops and prioritizes local (area) service operations initiatives. Supports the execution of service operations initiatives and strategy in each North American Region. Collaborates, creates plans, processes, and programs to deliver specific service operations initiatives and provides ongoing support to the frontline business. Contributes to the creation and execution of the organization's vision, values and strategy.
Dan Schiess
Dan Schiess
National Service Manager – Customer Care
Fluid Management Inc.
Chris Gera
Chris Gera
VP, Operations
MasTec
Chris Gera is Vice President, Operations at MasTec.

Prior to this role, he was Vice President of Field Service at Vivint where he was responsible for leading Vivint’s 800 field service professionals and directing the software and support infrastructure required for their operation. He oversaw a number of areas including: field training, scheduling, licensing, safety, installation and service execution. Before joining Vivint, Chris worked with Nielsen in a variety of roles and positions. Chris served as the company’s Vice President of Field Operations for more than six years and was in charge of 56 research panels and 700+ employees. In this position he was directly responsible for client deliverables, client problem resolution, strategic planning, financial management, and efficiency-related improvements in the company. Chris also served as Nielsen’s Vice President of Field Information and Support Services for an additional six years and then as Global Strategic Program Leader during his last year at the company. In his most recent role, Chris defined an innovative digital and technology strategy for Nielsen and executed transformative changes in company operations, supporting 15,000 associates in 108 different countries.
Tim Spencer
Tim Spencer
Vice President Service and Support
Scientific Games
Tim Spencer has a diverse background of manufacturing management, operations leadership, service and support, and general management.  Working within multi-billion dollar companies, he has service experience driving change leadership across global environments.  With unique solutions and innovation, Tim has led revenue and profit growth, new product development, and customer satisfaction at The Standard Register Corporation, General Binding Corporation, ACCO Brands, WMS Gaming Inc, and most recently Scientific Games.  He is the recipient of excellence awards from both Gartner Group and Aberdeen, and has been recognized by technology organizations for implementations in field service management solutions.

Just prior to the Scientific Games acquisition of WMS, he served as the Vice President of Customer Experience leading the service team in branding initiatives, service management innovation, and differentiating value-added offerings to reinvent the manufacturing company service opportunity.  He is a graduate of the University of Utah with a degree in Business Finance. 

In his new role, Tim leads all service support activities to help enable the field team, to include analytics and reporting, scheduling, Smart Services (field automation tool), services technical engineering, service process initiatives, parts inventory, fleet, and depot parts repair.
R. Steven Tungate
R. Steven Tungate
VP/GM, Service, Supply Chain and Innovation
Toshiba America Business Solutions
R. Steven Tungate is responsible for implementing and leading the company’s supply chain, service delivery, technical support, strategy development and innovation teams.  Service is delivered through an extensive field operation made up of Toshiba direct service technicians and a network of service technicians managed by independent Toshiba dealers. The Supply Chain organization includes procurement, import/export, inventory control, transportation, customer service and distribution. He is charged with developing Toshiba America Business Solutions (TABS) innovation efforts through their lean and six sigma program. In 2012 Mr. Tungate accepted the Manufacturing Leadership Counsel’s ML100 award for Global Value Chain Mastery.

Mr. Tungate joined TABS in 2006 as the vice president, Strategic Business Planning. Prior to joining TABS, he served as executive vice president, Supply Chain and Service at Danka Office Imaging, and was the president of the company’s wholly-owned subsidiary, ImageOne, Inc. In 2008 he assumed leadership of Toshiba’s Supply Chain organization and in 2013 the Service and Technical Support organizations.
Eric Paulik
Eric Paulik
Senior Director Global Field Services
Spectranetics
Kevin Young
Director of Service
Munters Corporation
As Director of After Sales Service for North and South America, Kevin Young has responsibility for growing the service department profitability for a niche HVAC manufacturer, Munters Corporation. He has over 29 years of experience in design engineering, product development, operations and after sales management. He currently manages 85 persons for the department and through his leadership; he has reduced warranty costs, increased annual service net sales to $33.0MM and improved gross margins. Also during his 22 year career at Munters, he was responsible for the development and patents of two of the company’s most successful dehumidification systems totaling over $1B in global sales and further contributing to the growth of U.S. annual sales from $15.9MM to over $250MM. His past professional experiences including the design and direct construction of environmentally controlled facilities including clean rooms and dry rooms. He holds a degree in Mechanical Engineering from the Technical University of Nova Scotia, Canada.
Mitch Grimes
Mitch Grimes
Director, Service Transformation, Global Services
Ingersoll Rand
27 years of Sales, Marketing and Operations experience with Fortune 500 Companies.  For the past 8 years, Mitch has been with Ingersoll Rand working in the Company’s Climate Solutions as well as the Industrial SBU in Sales and Operations Management.  Currently, Mitch is the Global Director of Service Transformation for the Compression Technology and Services SBU, where his role is to lead the global development of service capabilities, primarily in Asia Pacific and Latin America.

Prior to Ingersoll Rand, Mitch spent 17 years with the Ford Motor Company in roles with increasing responsibility in Sales, Marketing and Business Development.

Mitch has a BBA from Georgia Southern University, an MBA from Millsap College in Jackson, Mississippi and an Executive Development Certification from Emory University in Atlanta, GA.
Jennifer Lescallett
Jennifer Lescallett
Senior Director North America
Affymetrix
Sidney Mallory
Sidney Mallory
Vice President Sales McKesson Health Systems
McKesson Corporation US Pharmaceutical
Stephen McPhee
Stephen McPhee
Head of Service, North & South America, Lab Solutions
MilliporeSigma
Ron Zielinski
Ron Zielinski
Global Customer Service Leader
Coherent
Wolfgang Ulaga
Wolfgang Ulaga
Research Professor, Center for Services Leadership
Arizona State University
Scott Owen
Scott Owen
Vice President, Service. Power Generation, North America
ABB Inc.
Syd Briggs
Syd Briggs
General Manager
Steele-Waseca Cooperative Electric
Ed Klosterman
Director, Field Service Operations
bioMerieux
Sue Fullington
Sue Fullington
Director Field Service
Boeing
Roger O'Connor
Roger O'Connor
Vice President
Gosiger
Jim Crowl
Jim Crowl
US Country Service Manager
ABB
John Schlanger
John Schlanger
Vice President Service Parts Supply Chain
Philips Health Systems
As the Vice President of Philips Healthcare’s Service Parts Supply Chain organization, John leads the Customer Service Logistics Operation where he is responsible for the global end to end service supply chain.  This includes supply chain support for healthcare systems such as CT, Nuclear Medicine, MRI, X-Ray, Ultrasound and also ECGs and AEDs. He oversees all service supply chain functions from sourcing through reverse operations including purchasing, order management, planning, procurement, logistics and distribution, compliance, and quality.
With over 25 years’ experience in the Healthcare industry, John has held various management and leadership positions in Supply Chain, IT, Warehouse & Distribution, Material Planning, Purchasing, Repair Operations, and Customer Field Service Management.

Under his leadership, the Philips Service Parts Supply Chain organization won the Technology Services Industry Association (TSIA) Star award for excellence in Service Parts Performance. He has also to his credit transformation programs that have helped yield the highest customer satisfaction and service delivery performance.
Theresa Charpentier
Theresa Charpentier
Sr. Mgr., Distributor Service Development
The Toro Company
Over 20 years of experience in service support and management at Ecolab and the Toro Company where she is currently the Senior Manager, Distributor Service Development in the Commercial Division supporting North American distributors and customers in the Golf, Sports Fields and Grounds businesses.

She possesses a BA in Marketing, MA in Organizational Management and an MBA from Concordia University, MN.  She has also taught Productivity and Quality principles as an adjunct professor at Concordia University, MN. 
Charles Hughes
Charles Hughes
Director Field Services
Walgreen Co
Leads a team of over 700 Field Services technicians, logistics and technical support specialists.

Manages maintenance and installation activity for over 8000 retail locations across the US and Puerto Rico. Responsible for developing and managing an $85 million annual budget. Establishes best practices based on continuous improvement activities. Develops and utilizes metrics to improve performance.

Develops relationships with customers and internal departments to improve service delivery.
Paul Davy
Paul Davy
Senior Global Director, Instrument Service Group
Pall Corporation
Vasiliy Krivtsov
Vasiliy Krivtsov
Senior Staff Technical Specialist
Ford Motor Company
Vasiliy Krivtsov is a practitioner and consultant in Reliability Engineering, Risk Analysis and Applied Statistics employed by Ford Motor Company as a Sr. Staff Technical Specialist. He also holds the position of Adjunct Associate Professor of Reliability Engineering at the University of Maryland, where he teaches a graduate course on advanced reliability data analysis.

Krivtsov has earned a PhD degree in Electrical Engineering from Kharkov Polytechnic Institute (Ukraine) and a PhD in Reliability Engineering from the University of Maryland (USA). He is the author of over 60 professional publications, including 2 books on Reliability Engineering and Risk Analysis, 9 patented inventions and 6 trade secret inventions on statistical algorithms for Ford. He sits on the editorial board of Elsveir's international journal on Reliability Engineering and System Safety, is a Vice Chair of the International Reliability Symposium (RAMS®) Tutorials Committee and a Senior Member of IEEE. Prior to Ford, Krivtsov held the position of Associate Professor of Electrical Engineering in Ukraine, and that of Graduate Research Scientist at the University of Maryland Center for Reliability Engineering. Further information on Dr. Krivtsov's professional activity is available at www.krivtsov.net
Terry Young
Terry Young
Regional Vice President Service
Comfort Systems
Dynamic 32 year career in both the North American and International markets, providing strategic business Leadership with industrial and commercial HVAC manufacturers, suppliers as well as plan spec & design-build contractors.

Experienced executive leadership and management - sales, operations, engineering, service & construction. New and existing business development for direct & indirect customers and B2B sales. Expertise in working with building facility management and comprehensive direct customer solutions with unique customer requirements and solutions. Strong leadership and team building skills, results driven, customer orientated individual to meet fast moving markets and high level customer expectations.
Patrick Foley
Patrick Foley
Extended Warranty Products, North America
Johnson Controls
Julian Palacios
Julian Palacios
Manager of Data Analytics
Johnson Controls
Leads a team of data analysts responsible for defining, developing, and implementing data strategies and data projects across a $15B global manufacturing business. This work leverages both internal business data and various external data sources and a number of technologies including MS SQL Server, MS SSIS, R, Tableau, SmartSheet, and Microsoft BI.
John Clevenger
John Clevenger
Vice President – Services & Aftermarket
Nederman Mikropul, LLC
Shaun Colburn
Director LAB ISG
Pall Corporation
Bill Oliver
Bill Oliver
Senior Manager, Americas Field Services
Welch Allyn, Inc.
Responsible for development and execution of global Best Practices for Field Service Operations worldwide. Streamline and harmonize processes and documentation for technical pre-sales, project management, installation and post-sales support of integrated systems products.
Eduardo Bonefont
Eduardo Bonefont
US Technical Services, VP
BD Diagnostics
Glenn Graves
Glenn Graves
Vice President Operation Assurance and Regional Support
Ericsson
John Bowden
Manager of Field Service America
Airbus Americas
Stephanie Jackson
Stephanie Jackson
Head of Field Service, Area I
MilliporeSigma
John Ryan
Director of Customer Support
HORIBA Instruments Incorporated
Allan VanDamme
Allan VanDamme
Director of Distribution Technology and Operations
London Hydro Inc.
Allan Van Damme, P.Eng., CPA, CMA is presently Director of Operations and Distribution Technology at London Hydro where his responsibilities include the oversight of the operating Control Centre, protection and controls, the Geographic Information System (GIS), Mobile workforce technologies, smart grid projects, development of corporate policy and underground operations crews.

Allan has actively contributed within the electric distribution utility sector for the past 22 years and is a member of IEEE's Power Engineering society.  Allan has completed the successful installation of several photovoltaic energy systems which are owned by London Hydro with a total installed capacity of 460 kW and is working on projects involving electric car chargers which are integrated with lithium ion batteries.
Jon Kent
Jon Kent
Manager, Corp. Field Service Mobility
Cox Communications Inc
Jon Kent is an Enterprise Mobility enthusiast. Having spent over 15 years as an operations leader and then the VP of the PMO with the top fleet vehicle delivery company in North America, Jon joined Cox Communications in 2015. His role allows him the ability to work closely with 2500 + Field Service technicians, and help shape their Mobility Software and Hardware experience. Jon is passionate about affecting positive change across his organization while simplifying business processes.

Jon loves to serve and volunteer with his local church, charities and non-profit organizations. He is an active member with the PMI Atlanta chapter, Technology Association of Georgia. He is a former professional musician, a chef to the stars, and now a proud husband and father of two great kids. 
Cindy Elliott
Cindy Elliott
Director, Advanced Services Group
Aston Business School
Cindy Elliott is a recognized evangelist on servitization and advanced services and spends much of her time working hands-on with global manufacturers on the design, application and measurement of advanced services principles.  Cindy has spent more than fifteen years working for and with global manufacturers and enterprise class technology companies to help influence services-centric business transformation and customer-driven business models, including seven years at PTC as Senior Director, Market Strategy and Development for Connected Service.  A core area of her expertise is the use of technology, including Internet of Thing (IoT) and mobility, to enable successful service transformation.

Additionally, Cindy led a year-long research programme concluding in 2014, entitled Proving the Service Continuum, Quantifying the Strategic and Economic Impact of Advanced Services Business Models, with Oxford Economics.  This study encompassed more than 300 global manufactures and set out to quantifiably prove the certainty, pace and complexity of service transformation and its related economic benefits and is recognized as one of the largest bodies of research in this area.  Cindy has earned a Master in International Management from the Thunderbird Graduate School of International Management and has completed the Executive Education Program for Leadership Development at Harvard Business School.
Brian Shomber
Field Service Manager
Medtronic
Michael O'Leary
Michael O'Leary
Director
Cross Refigeration
Michael is a senior leader with the Cross Group with more than 30 years industry experience in finance, service operations and business leadership. He has been a strong advocate for business process optimization, including the transformation from manual to automated processes in field services operations. Mr. O'Leary has been an innovator in the integration of field service automation, CRM and accounting systems. He also led the initiative internally for bringing company-wide automation to their sales administration, call center support and service operations.
Buddy Saucier
Buddy Saucier
Vice President Service & Security
Johnson Controls
Buddy Saucier is the Vice President of HVAC Service and Security & Fire Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers Buddy has more than 30 years of experience in the HVAC service industry. He has led P&L and functional business teams and is a recognized champion for project management and change management When not working or spending time with his family, Buddy is active in community service, plays golf, and enjoys cooking.
Shawn Connelly
Shawn Connelly
National Director Technical Service
Dyson
Chris Reilly
Chris Reilly
Service Training Manager – America’s
Tennant Company
Patrick Webb
Patrick Webb
Director Service
Thrustmaster
Patrick Manages the Global Service Support for Thrustmaster, an OEM providing Propulsion Solutions to the Marine, Drilling, Offshore, and Military Sectors.  This role covers Service, Repair, Commissioning, Life Cycle Upgrades and Overhauls as well as Global Parts Sales.  With many thousands of vessels located in every region of the world, the logistics and scheduling of this global service arm of Thrustmaster has been challenging, but with a high growth rate in recent years, these challenges are being well managed.

Patrick has provided Technical Service Leadership with both OEMS and EPC companies over the span of his twenty-five year career.  He earned his BS in Marine Engineering Systems from the U. S. Merchant Marine Academy in Kings Point NY and has an MBA from Auburn University.
Stephen Abate
Stephen Abate
Service Director Americas
Edwards
Stephen Abate is the Director of Service North America for Edwards Vacuum, LLC. Edwards is a leading developer and manufacturer of sophisticated vacuum products, abatement solutions and related value-added services. Edwards is part of the Atlas Copco Group, a Sweden-based provider of industrial productivity solutions. 

Stephen is responsible for leading the field service operations organization for North America, which includes management of the regional and on-site field service teams, customer technical support team and field service EHS. Recently he has been involved as a project manager for the NA Service team with mergers, acquisitions and company integration activities. Stephen has more than 20 years of experience in strategic planning and tactical execution of a results oriented customer focused delivery of service solutions.

He holds a bachelor’s degree in mechanical engineering from Northeastern University and a master’s degree in business administration from Arizona State University’s.

Matthew Turk
Matthew Turk
Professor Computer Science; Founder
University of California Santa Barbara; Caugnate
TJ Harper
TJ Harper
Vice President and Global Practice Leader, Lifecycle Solutions
Avnet
T.J. Harper serves as the vice president – global practice leader, Lifecycle Solutions for Avnet Services, a global business unit of Avnet Technology Solutions. Harper is responsible for Avnet’s operations related to Lifecycle Solutions, which include engineering, integration, installation, logistics, fulfillment, repair, recycling, remarketing, technical assistance and maintenance services. He also manages Avnet’s CenterPoint Value-Added Services Center – the company’s largest IT services facility worldwide, located in the Columbus, Ohio, area, and oversees operations in Atlanta, Amsterdam and Singapore. Harper reports to Mike Hurst, senior vice president of Avnet Services.

Harper is a results-oriented leader, with extensive experience in organizational planning, directing large-scale projects and improving operating efficiencies. His experience spans more than 20 years and includes strategic planning and tactical execution, contract negotiation and sourcing, creative problem solving, lean manufacturing, materials management, new business development, project management and process re-engineering. Prior to joining Avnet, Harper served as the chief operating officer for Pinnacle Data Systems, Inc. and held senior leadership roles with AT&T and Lucent Technologies.

Harper earned a Bachelor of Science in Business Administration from The Ohio State University and a Master of Business Administration from Capital University. His executive education includes business strategy at Harvard University and supply chain management at Georgia Tech University.
Bart Guthrie
Neurosurgeon
University of Alabama at Birmingham
Mike Libecki
Mike Libecki
Professional Climber
National Geographic
Mike Libecki has infinite passions: Two of them are obeying his obsession/addiction to exploring the most remote, exotic and untouched locations on the planet to climb big walls, towers, or alpine first ascents, traverses and other mysterious adventures (many of them solo), and being a dedicated father to his angel-daughter (he has won Father of the Year Award more than once). Libecki has planned and succeeded on 60 expeditions and established multiple first ascents in such areas as Afghanistan, Antarctica, Baffin Island, Guyana, Greenland, China, Madagascar, Kyrgysztan, Uzbekistan, Tajikistan, Papua New Guinea, Russia, Venezuela, Yemen, Indonesia, Philippines, Polynesia, Africa, remote exotic islands and even unnamed spots on the globe, and the list goes on. He has been to all of these areas multiple times.  Half of these have been solo expeditions and solo first ascents. He has a several passports with well over 100 stamped pages from around the world. When Mike is not climbing and exploring untouched Earth, he is a full time father, coached his daughter’s soccer team for five years, volunteers at his daughters school weekly, just took his 11 year old daughter Lilliana on her first two big expeditions to Antarctica and Africa completing her goal of reaching all 7 continents by age 12.  You can always find him presenting one of his uniquely entertaining multimedia presentations; he has presented over 500 public presentations around the world. He has worked with all major outdoor magazines, tv stations, media outlets, etc. He lives near the mouth of Little Cottonwood Canyon in Utah with his daughter, dog, cats, parrot, pot-belly pig, chameleon, chickens and rabbits.
Richard Lampner
Richard Lampner
Leadership Training & Development Manager
Cashman Equipment Company
Richard has been the Leadership Training Manager at Cashman Equipment for two years.  Within that responsibility is not only traditional soft skill development for Cashman’s 127 leaders, but also primary stewardship of Cashman’s multi-year customer experience culture change project.  Cashman Equipment is the exclusive full-service dealership for Caterpillar in the state of Nevada and parts of California, based in Las Vegas, and celebrating its 85th year in business.  Richard spent the previous decade as National Account Manager for Signature Worldwide, a training and customer service consultation firm that helps businesses, large and small, elevate their delivery of service and improve their bottom-lines.
Michael Pangalos
Senior Corporate Fleet Manager
Sunrun
Sanjay Ahuja
Sr. Director, Services Business Management & Strategy
HP
Lenny Cumberledge
Director, Field Services
GOJO
Lenny Cumberledge is the Field Services Director for GOJO Industries, the leading global producer of hand hygiene and skin care solutions. He has 20 years of experience in field service and customer call center service, with positions as a field operations analyst, facility manager, and continuous improvement director. He received his MBA from Malone University and holds a Master's in Project Management from George Washington University.

Paul Spruiell
VP Group Operations
NAVCO
Adrian Dimech
VP Operations
DirecTV
Sharon Wierschke
Director Service Parts Supply Chain
Philips Healthcare
Paul Huard
Senior Manager
Amazon's Lab 126
Brad Hawkins
SVP, Product Development
ServicePower
Torsten Gruenzig
Vice President, Fleet Management Sales
LoJack Fleet Management
Jason Young
President
LeadSmart, Inc.
Jason Young has been called a "rare breed" when it comes to developing leaders and customer service initiatives. No wonder. As a former senior-level manager at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, Jason Young was a key driver in creating and developing the company’s innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today.

Jason Young’s keynote presentations are designed to reinforce the concepts and skills geared to increase learning and assist in the transition from the meeting room to the workplace. The result is an inspirational encounter that resonates long after his presentation is over.

Chris Briggs
General Manager, Northern Gas & NGL Marketing
Anadarko Energy Services Company
Chris is a General Manager for Anadarko Petroleum Corporation and currently responsible for managing the natural gas and NGL marketing activity in the Rocky Mountain Region.  He has had the opportunity to manage all of Anadarko’s core North American gas producing assets over the last eighteen years with Anadarko.  Prior to joining Anadarko’s mid-continent marketing team in 1997, he spent three years developing mid-west and mid-continent markets for Coastal Gas Marketing.  He began his natural gas career with Petrus, Inc., located in Dallas, Texas in 1988, where he was instrumental in developing a major marketing presence in California, Arizona and Nevada during the early years of open access. 
Chris received his Bachelor of Business Degree in Management and Computer Information Systems from Baylor University in 1985.  He is a graduate of the Leadership Program of the Rockies and has received his Competent Speaker Certification from Toastmasters International.  He comes from East Texas as a fourth generation oil & gas industry family man, who now resides in Highlands Ranch, Colorado with his wife of 28 years and three children.

Sampson Briggs
Guest Speaker
Anadarko Energy Services Company
Sampson was born in The Woodlands, Texas and moved to Littleton, Colorado with his family in 2007.

Sampson grew up loving all things “Colorado” – an avid adventurer, sportsman, skier, and athlete. Throughout middle school and high school, he played multiple sports, but came to love football, leading his high school team as football captain. Sampson graduated in May 2015 with honors, had committed to Colorado State University for Fall 2015 and looked forward to pursuing his business degree and starting college life. On June 15th, just 5 days after completing CSU orientation, Sampson had a catastrophic accident while at his summer job. A 30-foot fall to his head and face resulted in a severe traumatic brain injury, many broken bones, and weeks in ICU and inpatient rehabilitation.  This accident, that could have easily been prevented, changed Sampson’s life forever. While most people do not survive injuries of this nature, Sampson did. He is forever committed to sharing his miraculous story of recovery with others, hoping to encourage the importance of safety on the job site. Sampson wants to ultimately encourage others to not take a single day for granted, and to realize the impact that accidents have on families, workers, and those that matter most. The truth is…with proper training and safety equipment, most accidents can be prevented. Sampson shares, “If my story can save just one life…it will be worth it.” 

While recovery is continuing, with a few more surgeries to go, Sampson is completing college classes and back on track to attend CSU this fall.