As Director of Americas Field Services, Jeff has led Polycom’s Global Service organization in the delivery of onsite services for Polycom customers throughout North and South America. Since 2009, Jeff has grown the Field team through expansion into Canada, Mexico and Brazil, supporting international growth while building capabilities to support a rapidly expanding service portfolio for new product Implementations and Professional Services. This service delivery team includes 90 staff and over 200 contractor technicians. In 2011, Jeff led the worldwide integration for Field support during the $89M acquisition of Hewlett Packard’s Halo division by Polycom, with a first year cost savings of $800,000. For this accomplishment, along with supporting the growth of CALA services, Jeff was awarded Polycom’s 1st annual CEO award. In 2012 he created a Sales Lead Incentive Program for Field Engineers to submit and track qualified leads into Sales Operations. This incentive program has resulted in nearly $1M of incremental revenue during the past 18 months. Jeff received a Bachelor’s degree from the University of Michigan in 1996, and has been working in Field Services since 2001.
As Director of Customer Services – Operations, Lori Bernt is accountable to create, measure, and deliver strategies for SaskTel Customer Services - Operations that allows for the efficient and effective installation, repair and maintenance of various customer equipment and services in the ICT / Telcom Sector.
Lori began her career with SaskTel in September 1988 and has worked in various departments throughout the past 25 years including Marketing, Customer Services, Sales and Operations. Lori has worked with the Director Operations Leadership team since 2001 and is passionate about being part of a culture focused on exceeding customer service and quality.
Michael Bielamowicz, has been Executive Vice President, Global Solutions for Glory Global Solutions since August 2010. He is responsible for guiding Talaris’ hardware and software technology roadmap, creating product and software solutions that deliver real, measurable value for our clients. He also leads Glory Global Solutions’ 1,700-member global Customer Services team, ensuring that Glory’s clients receive the best possible user experience Glory can deliver – every day.
In his nineteen (19) years with Glory, and predecessor companies Talaris and De La Rue, Mike has served in various roles including Senior Vice President - Customer Services, SVP - National Account Sales, and Regional Vice President – USA West.
He is a student of retail banking operations and delivery channel strategy, and is a
regular speaker at banking and service management conferences worldwide.
Prior to joining the banking services industry in 1995, he spent 10 years in the electronic security industry with Kastle Systems, an innovator in outsourced security management, in various management roles. Mike received his BA degree from Rice University, Houston, Texas.
Renee Cacchillo joined Safelite AutoGlass® as Vice President of Service Delivery in August 2011. In this role, she focuses on delivering Safelite’s vision and business goals by driving performance in the areas of customer service and labor management, partnering closely with many of business units to establish Safelite® as a world-class service organization. In addition, she will work closely with other Safelite® leaders and their teams to implement cross-functional projects that are geared toward strengthening our operational performance. With more than 15 years of experience, Renee brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management. Renee earned her M.B.A. and B.S. from the University of Kansas. She is a member of the Customer Experience Professionals Association and serves on the Service Council Advisory Board.
Mark Colby joined ClearEdge Power in 2009 and serves as General Manager, 5kW Business, after serving as SVP, Field Operations and Service. He has over 15 years of executive leadership experience in nearly every energy technology from traditional (gas turbines, steam boilers, diesel, nuclear) to renewable and new (solar and fuel cells).
Prior to joining ClearEdge Power, Mark served as Vice President and General Manager of EDSA Micro (now Power Analytics), a global software company for electrical power engineers. He also was President of Residential Products for Envision Solar and spent 23 years in the US Navy, including Commanding Officer, USS INGRAHAM (FFG61); Commanding Officer, USS MOUNT VERNON (LSD39); and other nuclear engineering, operations, training and staff assignments.
Mark earned US Navy certifications as Nuclear Engineer Officer and Surface Warfare Officer. He holds both Bachelor and Master of Science degrees in Electrical Engineering (Power Systems), Naval Postgraduate School, and a Bachelor of Science in Mathematics from the United States Naval Academy.
Blake Heim is currently Director of Service Products & Installations for Hobart Service, a Division of the ITW Food Equipment Group. Blake has worked at Hobart & the Food Equipment Group for over 20 years spanning work as the Marketing Manager for Deli Products, Manager of Marketing Research for the Food Equipment Group and then Blake became the Director of Marketing for Hobart Service in 2000. Blake went on to assume the Director of Service Products position in 2010 where he manages not only the Product Development for Hobart’s Contracts & Preventive Maintenance (including the introduction of Hobart Prosurance™) offerings but the National Customer Care team and their National Call Center. Blake is a graduate of Ohio Northern University where he earned his Bachelors in Business Administration. He went onto complete his MBA at the University of Dayton in Marketing. Blake resides in Troy, Ohio with his wife Kim, sons Alex & Parker Heim.
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.
Dave presents in the Ariel Service Schools and annually at the University of Oklahoma Gas Compressor Short Course. He also presents in national events such as the Gas Machinery Conference, and GPA events.
Steve Morandi has over 25 years of industry experience delivering results for several leading manufacturing and high tech companies. His experience spans international customer & product support, new product and services development, product management, strategy, six sigma & business process reengineering. He currently leads the PTC Field Service Management solution and was previously the Vice President of PTC’s Services Lifecycle Management Go-To-Market team responsible for solution alignment to Service executive initiatives, identification of solution value, and the definition of multi-phase solution deployment roadmaps.
Prior to PTC, Mr. Morandi was the SVP of an on-demand business intelligence and analytic solutions company which became part of Deloitte Managed Analytics. Additionally, Mr. Morandi worked for General Electric for 17 years, where he led global product and customer support for the $1B regional airline and business aviation business segment; was a Six Sigma Master Black Belt; and held various operational leadership roles. He was also was a Principal in Service Edge Consulting, a management consulting firm providing aftermarket strategy advice for manufacturing businesses.
Mr. Morandi received a Bachelor of Science degree in aerospace engineering from Syracuse University and an MBA from Boston University.
James Mylett is the Sr. Vice President for Service at Comfort Systems USA, a leading provider of commercial and industrial heating, ventilation and air conditioning (HVAC) and building automation services. With more than 85 locations nationwide, Comfort Systems delivers high quality engineering, design, installation, energy assessment, and repair and maintenance services across the US and in a wide range of customer sectors.
James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development.
When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle
Jérôme Piche holds a 20 year experience within in-vitro Diagnostic industry. With a background in medical analyses and business he started his career at Organon Teknika in 1994 in France, he held various positions: Sales Representative, Product specialist and Product Manager in several fields such as microbiology, Immunology and Molecular Biology for private labs, hospitals and blood banks.
When bioMérieux acquired Organon Teknika in 2001, Jérôme was appointed Local Product Manager and then Global Product Manager in Worldwide Commercial Operations, in charge of the HIV range of products, until beginning of 2009. Then he joined the Global Customer Service as Training Director responsible for the worldwide product training activities.
As of 2011, he became Vice President of the Global Customer Service.
As a research analyst in the service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability.
Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 40 research reports and benchmarked more than 4,000 service executives in his four plus years with Aberdeen:
Along with these specific areas of coverage, Aly is also responsible for the development and engagement of the Service team’s Research Advisory Council consisting of over 50 senior-level service executives. Aly’s past experience has included responsibilities in both reverse logistics and customer support roles. He holds an MBA in Supply Chain Management from Northeastern University (Massachusetts) and a BS in Business Administration from Pepperdine University (California).
Alon Sagie is the director Process Diagnostics & Control Services product group in Applied Materials. The group is responsible to drive service business growth based on fleet management and advanced service solutions.
Prior to that Alon lead groups and initiatives in Applied Materials Service division including: Service productivity, Service capabilities and implementation and field operations.
Applied’s Field Service Organization counts close to 3000 engineers supporting Applied’s customers in more than 100 locations in 4 main segments: Semiconductors, Solar, Display and Glass & web.
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.
Steve Beaumont is the Services Resource Planning Solution Market Manager at Planview and has worked in the Professional Services area for almost 25 years. He spent 12 years working as a Management Consultant for Deloitte, Coopers & Lybrand, and Ernst & Young, where team managed a team of consultants and had responsibility for managing the work pipeline, making resourcing decisions and ensuring that projects were delivered to a high quality whilst also managing the P&L. He also has spent a number of years working in the software industry helping to sell, implement and drive the enhancement of software solutions designed to help both PSOs and IT organizations to manage their businesses and delivery successful projects.
Larry has 20+ years of management consulting experience and 10+ years of corporate strategy experience. He has deep experience in cross-organizational strategy studies, from concept to conclusion. Larry has a track record of measurable impact at Fortune 500 and mid-market clients and has developed a proven Vision-Strategy-Planning Model.
Kelly Frey has over 20 years experience as an entrepreneur, product innovator and speaker in the commercial fleet compliance and telematics industry. He is passionate about mobile worker/driver empowerment and helping fleets and service providers 'change the game' with innovative cloud-based technology solutions.
Join Bill at OnProcess Technology's Roundtable Discussion on Wednesday afternoon at Table 11: Transforming Field Service Order Management Through Proactive Customer Engagement.
Bill joined OnProcess Technology in November of 1999, bringing with him 20 years of experience in Sales and Marketing for large multi-national corporations. At OnProcess, he has developed client relationships in a broad base of industries, enabling OnProcess to develop a wide range of solutions-based processes suitable for our clients’ many requirements. Bill is also the team lead for our Business Development and Partner programs that have been instrumental in creating profitable relationships with many of our clients’ outsourced transportation, repair and logistics service vendors.
Tarun Patel is a proven expert delivering business value through innovative technology solutions for Fortune 500 Service organizations for over 15 years. Over the course of his career, Mr. Patel has delivered customer success as a Strategic Advisor to customers and as an evangelist for Cloud Based technologies and Internet of Things Solutions. Throughout his career he has focused on solving next-generation business problems while providing measureable ROI as it relates to the service business landscape. As Etherios’ Practice Director of Customer Engagement, Mr. Patel has been instrumental in the build out of Etherios’ capabilities to provide transformational strategic thought leadership to customer service executives while simultaneously executing implementations of complex Salesforce Service Cloud and Force.com Platform applications with unsurpassed customer satisfaction. Mr. Patel holds several salesforce.com certifications and is certified in Knowledge Centered Support (KCS) principles and methodology.
Mr. Patel holds a Bachelor’s Degree in Management Information Systems from the McCombs School of Business at the University of Texas at Austin.
As Vice President of Customer Success, Ryan Thomas leads ServiceSource's global customer success organization. With a customer-centric philosophy, Ryan’s team ensures that customers realize maximum value and success from ServiceSource solutions. Ryan has 18-years of industry experience and has held senior leadership positions with several successful high-tech companies, including Citrix, Gartner, Avamar/EMC and VERITAS. Prior to joining ServiceSource, he had direct oversight of the Americas Inside Sales, SMB and Renewals business at Citrix. Under his leadership, North American recurring revenue at Citrix grew from $300M to $500M in 24-months. He resides in Nashville, TN, is an active volunteer with several organizations such as Junior Achievement and LLS and enjoys coaching youth sports in his community.
David Totman is the Esri Global Industry Manager for the Public Works, AEC, and Survey worldwide markets. He has been using GIS for over 25 years in business process optimization, project analytics, and infrastructure management. Before joining Esri, Mr. Totman last served as the Manager of Asset Management for Colorado Springs Utilities, one of the largest four-service municipally-owned utilities in the United States. He was educated in chemistry at Rensselaer Polytechnic Institute and received his Bachelor of Science in Geological Engineering from Arizona State University. Graduate work at ASU included a Research Assistantship with the College of Construction and thesis development in groundwater transportation methods. He has served on the Arizona Geographic Information Council (AGIC) and was a member of the Geospatial Information & Technology Association (GITA) since its AM/FM International days. He currently manages the Esri corporate membership for the American Public Works Association (APWA), American Society of Civil Engineers (ASCE), National Association of County Engineers (NACE), and Open Design Alliance (ODA). He is currently serving as the Chairman of the Spatial Data Applications committee in the Geomatics Division of the ASCE.
What makes Jeffrey Wartgow an expert on field service management powered by the cloud? In his current role as vice president for product marketing at TOA Technologies, Mr. Wartgow is responsible for understanding what service organizations need to achieve efficient, customer-focused field service operations, and then connecting them with the right technology to meet those needs. Prior to his current position, Mr. Wartgow was responsible for TOA's channels and alliances organization. In this role, Jeff and his team managed TOA's relationships with salesforce.com, Oracle, and other industry mainstays, focusing on understanding the relationship between field services and critical CRM, ERP and back office systems. Before joining TOA, Mr. Wartgow spent two and a half years as a Director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program. Prior to FTI, he served seven years with Dell Inc., where he managed Dell’s strategic alliances for Europe, the Middle East, and Africa, Dell’s new partner evaluation program, and Dell's competitive intelligence efforts for enterprise products. Mr. Wartgow holds a BBA from the University of Notre Dame, an MBA from the University of Colorado, and a Masters of International Management from Thunderbird, The American Graduate School of International Management.
Peter Hegyi comes to ServiceSource from Oracle where, for close to 9 years, he executed Enterprise transformation projects leveraging Oracle’s wide breadth of Applications. These projects spanned various business processes including: order to cash, financial management, field service, service contracts, depot repair, supply chain optimization, customer experience, service and call center, as well as business intelligence and predictive analytics. Currently, Peter is responsible for developing new markets within the Industrial Systems vertical industry by leveraging the existing leadership position ServiceSource has across the high tech, software, and heathcare life science customer base. Peter has a B.S. in Economics with a Minor in Consumer Marketing from the University of Maryland at College Park.
Budd Webster is General Manager and Vice President of Document Imaging (DI) Services Business at Kodak Alaris1. He is responsible for delivering outstanding customer support worldwide. Prior to Kodak Alaris, Budd joined Kodak as a Field Engineer in 1981 after a tour of duty in the United States Navy. He subsequently progressed into a variety of field and worldwide leadership assignments, including District Service Management, Regional Service Management, Global Operations Management, and New Business Development. In 2006, Budd relocated to Europe in the capacity of Field Service Director tasked primarily with coordinating a complex integration of several diverse businesses following Kodak's acquisition of commercial print companies. During this period, the region successfully improved field efficiencies and financial performance while maintaining high customer satisfaction ratings. Upon return to the United States after this assignment, Budd moved into Product Management. He was initially responsible for Document Imaging's Distributed Scanner portfolio, and eventually assuming directorship of DI's full range of products, including Production Scanners, Software, and Solutions. During this period, DI realized market share growth in the distributed capture market and launched important new software platforms while maintaining its leadership in Production Scanning. Budd earned a Bachelor's Degree in Economics from Rockford College in 1989.