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.
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.
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.
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.
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 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.
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).
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.
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.