Field Service USA 2018

April 17-April 20, 2018

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Day One - Wednesday, April 18, 2018: Moving Towards An XaaS Business Model And Autonomous Services By Leveraging Innovation

7:00 AM - 8:00 AM Registration & Breakfast In The Exhibit Hall

Our exhibitors have been handpicked to ensure you have the best selection of services and technologies to advance your service operations – you’ll meet and demo over 60 solution providers in one place! Plus, with virtual realty games, cash prizes, specialty coffees and cocktails, ways to recharge, and so much more, you’ll find it hard to leave the Exhibit Hall.


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Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:10 AM - 8:25 AM Chairperson’s Opening Address

Gary Brooks, Chief Marketing Officer, Syncron

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Gary Brooks

Chief Marketing Officer
Syncron

8:25 AM - 8:45 AM Fireside Chat: Vision From The C-Suite

Zach McGuire, Group President, MasTec
As Group President of MasTec Advanced Technologies, Zach McGuire leads one of the largest installation and fulfillment services companies in the country, serving millions of customers per year on behalf of the nation’s most recognizable brands. Zach’s depth of experience within the telecommunications industry and passion for leading high performing teams have been paramount in forging the continued success of the division. From how service plays into competitive tactics to macro-level business trends, this interview will leave you chock-full of ideas on how to shape your future service and business strategy.

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Zach McGuire

Group President
MasTec

8:45 AM - 9:05 AM Evolving Your Net Promoter System To Improve Service From Care Agents

Kimberly Cooks, Vice President, Service Delivery & Customer Care, Comcast Business
Kimberly will explain how Comcast rolled out a new customer survey as part of an evolved net promoter system. Learn what happens when customers are called back and the feedback that’s generated from these calls. Then find out how agents interpret and use the feedback and scores to improve customer service.

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Kimberly Cooks

Vice President, Service Delivery & Customer Care
Comcast Business
  • Creating order from the overwhelming. Psst… connected data analytics doesn’t have to feel like solving world peace!
  • Ensuring you have accurate, clean data to start with and determining the best ways to analyze your connected data
  • Exploring possibilities to provide better service and increase revenue by using your data effectively
  • Understanding your customers’ business better and anticipating their needs

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R. Steven Tungate

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

VP Global Field Service Operations, DUV
Cymer (an ASML company)
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Len VanderHulst

Head of Service, Business Development - Global Service
Mettler-Toledo
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Manas Pattanaik

Managing Director, Energy Services
PwC

Steve Wellen

Chief Executive Officer
FieldAware

9:45 AM - 9:55 AM Help Huddle: Service Business Model Transformation

Quick 10-minute ice breakers peppered throughout the conference. You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the most important topics of the conference.

9:55 AM - 10:35 AM Sweet & Savory Refreshment & Networking Break In The Exhibit Hall

10:35 AM - 10:55 AM Enhancing Service With Augmented Reality – A Peek At The Projects Of Boeing’s Advanced Visualization Team

Brian Laughlin, Technical Fellow – IT Architect, Mobile Devices, Commercial Aviation Services, Boeing
  • Understanding what you want to accomplish from a business perspective first, then exploring which technologies will support it
  • The importance of people first, then processes, then technology
  • Exploring the various augmented reality (AR) projects being carried out by Boeing’s Advanced Visualization Team

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Brian Laughlin

Technical Fellow – IT Architect, Mobile Devices, Commercial Aviation Services
Boeing

10:55 AM - 11:15 AM How To Improve Service Delivery With Predictive Field Service

Paul Whitelam, Vice President, Product Marketing, ClickSoftware
The most effective field service organizations know how to balance competing priorities, business objectives, customer experience, and the inevitable emergency and make it look easy. They do this by making the most of available resources and learning from every interaction to better anticipate what’s next.
ClickSoftware’s Paul Whitelam and a ClickSoftware customer will discuss the need for Predictive Field Service and how true field service optimization can get smarter with every job done. You’ll learn:
  • Which components of service delivery can be predictive
  • Why historical data is not enough to improve future performance
  • How automation ensures service agility and anticipates the unexpected
  • What AI-driven optimization did for the customer’s business goals
Join us for this can’t-miss session and learn how you can take your field service organization from reactive to predictive.

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Paul Whitelam

Vice President, Product Marketing
ClickSoftware

11:15 AM - 11:35 AM Challenges With Hetnet (Small Cells, WiFi) Field Deployment And Break Through Deployment Models For Densification

Viraraghavan Sudarsan, Head of Global Services - HetNet Solutions, Nokia
  • Establishing the need for a new field deployment model
  • Explaining the need for new deployment models and decisions made along the way
  • Overcoming operator challenges and others
  • Determining next steps as the deployment moves to greater maturity

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Viraraghavan Sudarsan

Head of Global Services - HetNet Solutions
Nokia

11:35 AM - 11:55 AM Proactive Maintenance Strategies: Reshaping Service As We Know It

Scott Berg, Chief Operating Officer, ServiceMax from GE Digital

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Scott Berg

Chief Operating Officer
ServiceMax from GE Digital

11:55 AM - 12:25 PM Coffee & Connecting Break In The Exhibit Hall

12:25 PM - 1:15 PM Guest Speaker: Change Management: Creating a Culture of Innovation

Scott Steinberg, Change Management Expert, Futurist, and CEO, TechSavvy Global
Even the most successful modern corporations, associations and professional groups must continually reinvent their products, processes and operations to remain relevant, given the pace at which the modern marketplace evolves. You can empower both individuals and teams to more effectively embrace paradigm shifts, improve organizational learning, and boost productivity with these proven new approaches to leadership, technology and time management. Bestselling business author and consultant Scott Steinberg explains how the market’s most innovative firms are embracing change management, and best practices and leadership pillars you can implement to breed a culture in which innovation thrives.

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Scott Steinberg

Change Management Expert, Futurist, and CEO
TechSavvy Global

1:15 PM - 2:15 PM Lunch

Track A: AI & Machine Learning

2:15 PM - 2:25 PM Chairperson’s Opening Address

Track B: Services Marketing & Sales

2:15 PM - 2:25 PM Chairperson’s Opening Address

Track C: Service Innovation

2:15 PM - 2:25 PM Chairperson’s Opening Address

David Giannetto, Chief Operating Officer, Astea

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David Giannetto

Chief Operating Officer
Astea
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries.

#1 Aerospace

#2 Medical Device
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics/Philips

#3 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#4 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#5 Niche Industries With A Specific, Finite Customer Base
Pat Crespin, Director, Professional Services, ZOLL Medical

#6 3rd Party Service Providers

#7 Utilities

#8 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

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Eric Paulik

Senior Director, Global Field and Customer Service
Spectranetics/Philips Healthcare
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Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical
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Ron Reis

Service Director
Baker Hughes, a GE company
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Pat Crespin

Director, Professional Services
ZOLL Medical
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John Regan, Jr.

Vice President, Technical Field Services – Southwest Region
AT&T Services

Track A: AI & Machine Learning

2:25 PM - 2:45 PM Using Bots For Memory Nudging: A Unique Approach To Get Answers To Your Team Quickly

Greg Lush, Vice President, Innovation, EMCOR Service Mesa Energy Systems
Demystify the ability to leverage AI and obtain results within weeks:

1. BOT purpose

2. Knowledge management
  • Chat (memory nudging)
  • Collateral

3. Care and Feeding
  • Procuring content
  • Training and tuning

4. Framework
  • Code (templates if possible)
  • Service (cognitive AI and natural language processing)
  • Content tool

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Greg Lush

Vice President, Innovation
EMCOR Service Mesa Energy Systems

Track B: Services Marketing & Sales

2:25 PM - 2:45 PM Enhancing The Relationship Between Sales And Service: Insight From The Retail Space

Steve Meyers, Director of Retail Field Services, vivint.SmartHome
Sales and service are both essential for your business to continue growing. Gain unique perspective from the retail space of how you can optimize this relationship for greater profitability and customer success.

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Steve Meyers

Director of Retail Field Services
vivint.SmartHome
More information to come. Check back soon!

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Terry Diaferio

Senior Director, North American Service
Tennant Company
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Joseph Molesky

Senior National Operations Manager
Tennant
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries.

#1 Aerospace

#2 Medical Device
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics/Philips

#3 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#4 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#5 Niche Industries With A Specific, Finite Customer Base
Pat Crespin, Director, Professional Services, ZOLL Medical

#6 3rd Party Service Providers

#7 Utilities

#8 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

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Eric Paulik

Senior Director, Global Field and Customer Service
Spectranetics/Philips Healthcare
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Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical
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Ron Reis

Service Director
Baker Hughes, a GE company
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Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical

Pat Crespin

Director, Professional Services
ZOLL Medical
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John Regan, Jr.

Vice President, Technical Field Services – Southwest Region
AT&T Services

Track A: AI & Machine Learning

2:45 PM - 3:05 PM Driving A Better Customer Experience With Smarter Technology

Samir Gulatio, Chief Marketing Officer, ServicePower
During this informative session, ServicePower will discuss how to improve your customers’ field service experience through smarter technologies, such as online portals, artificial intelligence, improved mobility, the latest mapping technologies, digital assistants, IoT, intelligent credentialing, while driving service revenue growth.

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Samir Gulatio

Chief Marketing Officer
ServicePower

Track B: Services Marketing & Sales

2:45 PM - 3:05 PM Driving Customer Engagement To Improve Aftermarket Sales Growth

Scott Patterson, Director of Service & Aftermarket Sales, Grundfos Vivek Joshi, Chief Executive Officer & Founder, Entytle

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Scott Patterson

Director of Service & Aftermarket Sales
Grundfos
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Vivek Joshi

Chief Executive Officer & Founder
Entytle

Track C: Service Innovation

2:45 PM - 3:05 PM Executive Presentation

A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries.

#1 Aerospace

#2 Medical Device
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics/Philips

#3 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#4 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#5 Niche Industries With A Specific, Finite Customer Base
Pat Crespin, Director, Professional Services, ZOLL Medical

#6 3rd Party Service Providers

#7 Utilities

#8 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

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Eric Paulik

Senior Director, Global Field and Customer Service
Spectranetics/Philips Healthcare
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Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical
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Ron Reis

Service Director
Baker Hughes, a GE company
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Pat Crespin

Director, Professional Services
ZOLL Medical

Track A: AI & Machine Learning

3:05 PM - 3:45 PM PANEL: Artificial Intelligence, Machine Learning, And Cognitive Systems: Establishing Their Place In Your Service Organization

Greg Lush, Vice President, Innovation, EMCOR Service Mesa Energy Systems Mike Groesch, Vice President, Services Enablement, NCR
  • Defining artificial intelligence, machine learning, and cognitive systems
  • How are service organizations currently using AI from schedule optimization to client specific SLAs
  • Ensuring you are working with the right technology providers to support AI

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Greg Lush

Vice President, Innovation
EMCOR Service Mesa Energy Systems
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Mike Groesch

Vice President, Services Enablement
NCR
  • Examining how different organizations and industries align service, sales, and marketing
  • Who should be in charge of what?
  • Exploring service and sales alignment tools and consultants to determine if they are right for your organization
  • Proven strategies for greater service sales success

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Christopher McHan

President, North America
Neusoft Medical Systems
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Mitch Grimes

Director, Service Transformation – Global Services
Ingersoll Rand
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David Troll

Senior Vice President, Sales & Customer Operations
Glympse

Brian Shomber

Senior Field Technical Manager, Global Services
Medtronic
  • 3+ Devices?! How many devices does your technician really need?
  • Determining which connectivity solutions are best for your business across all geographies
  • How is 5G getting played out in service?
  • What’s the next generation of mobile device and connectivity solutions?

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Jon Kent

Corporate Manager Field Service and Mobility
Cox Communications
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Irina Mitrea

Head of Field Service
Ericsson
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John Regan, Jr.

Vice President, Technical Field Services – Southwest Region
AT&T Services
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries.

#1 Aerospace

#2 Medical Device
Eric Paulik, Senior Director, Global Field and Customer Service, Spectranetics/Philips

#3 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#4 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#5 Niche Industries With A Specific, Finite Customer Base
Pat Crespin, Director, Professional Services, ZOLL Medical

#6 3rd Party Service Providers

#7 Utilities

#8 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

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Eric Paulik

Senior Director, Global Field and Customer Service
Spectranetics/Philips Healthcare
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Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical
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Ron Reis

Service Director
Baker Hughes, a GE company
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Pat Crespin

Director, Professional Services
ZOLL Medical

Track A: AI & Machine Learning

3:45 PM - 3:55 PM Innovation Spotlight

Track B: Services Marketing & Sales

3:45 PM - 3:55 PM Innovation Spotlight

Track C: Service Innovation

3:45 PM - 3:55 PM Innovation Spotlight: Optimize Your Field Operations With The Power Of Location

Ismael Chivite, Senior Product Manager, Esri
You need to know what is happening in the field, where work is being done and needs to be done. Staying current on field activities can be a hit and miss exercise, but it doesn’t have to be. ArcGIS field apps help you use the power of location to achieve improved coordination and greater operational efficiencies in field workforce activities. Join this session to learn how the power of location can help you:

  • Better plan field activities
  • Boost in-field productivity
  • Increase routing efficiency
  • Monitor real-time events, activities, and situations in the field
  • Improve communication between the office and the field

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Ismael Chivite

Senior Product Manager
Esri

3:55 PM - 4:40 PM Tailgate Treasures Refreshment & Networking Break In The Exhibit Hall

3:55 PM - 4:40 PM 20 Years Of Service Club Bourbon Tasting – By Invite Only

A swanky celebration of your dedication to the service industry. Following the tradition established in 2015, we’ll bring together service executives with over 20 years experience for an exceptional tasting of premium bourbon.

Interactive small-group roundtable discussions. Pick the topics that will give you the most impactful tools to hit your 2018 goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.

#1 Using Bots To Automate And Increase Productivity
Joni Arison, SVP Finance Services, AT&T

#2 Using AI To Move Towards Predictive Analytics
W. Ryan Snellings, VP Field Service & Support, Fresenius Kabi

#3 Implementing A Service Promise Model To Enhance Customer Engagement
Michael Loth, Former Director of Technical Support & Services North America, Robert Bosch

#4 Preparing Your Field Service Network For A Major Increase In Volume
Cliff Rees, VP Field Services, Hughes Network Systems

#5 Reducing Service Disruption With Condition-Based Monitoring
Martin Fischer, VP Global Service & Customer Care, Carl Zeiss Microscopy

#6 Consolidating A Decentralized Dispatch Operation
Philip Luccarelli, COO, Lime Energy

#7 Transforming Your Customer Engagement Program
Art Gairo, SVP Customer Operations, Evolve IP

#8 Customer Service Metrics, Communication, And Efficiency
Raul Aguirre, Director of Service, Coachella Valley Water District

#9 Scaling Your Service Business While Maintaining Key Elements Of Your Culture
Valt Vesikallio, SVP Global Services, Hyland

#10 Identifying Effective Customer Success Metrics And Benchmarks
Jason F. Flores, Director of Customer Success, EDGE-Global Technology Solutions

#11 A Digital Transformation For Customer Support: Online Chat, Self Service, And More
Linda Magrath, Senior Director, Customer Success, Medidata Solutions

#12 Best Practice-Sharing Topic TBC
Patrick Murray, Director, US Service Western Region, ABB

#13 Reducing Customer Churn By Enhancing The Entire Lifecycle Experience
Nir Galpaz, VP Customer Lifecycle & Success, Mitel

#14 Putting The Right Leadership In Place To Drive Results Across A Large, Dispersed Field Force
Adam Nebeker, VP of Field Service, vivint.SmartHome

#15 Performance Management Tactics For 3rd Party Providers & Employees
Robb Origer, VP In-Home Services, Dish Network

#16 Profitable Customer Retention
Yaron Bartal, VP Global Business & Services, Nova Measuring Instruments

#17 Service Business Model Evolution
Navin Mehta, SVP Global Services, Polycom

#18 Gaining Trust And Asking The Right Questions To Improve Customer Experience
Richard Carroll, Director of Warranty, Toll Brothers

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Joni Arison

Senior Vice President, Finance Services
AT&T
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W. Ryan Snellings

Vice President, Field Service & Support
Fresenius Kabi
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Michael Loth

Director, Technical Support & Services - North America
Robert Bosch

Cliff Rees

Vice President, Field Services
Hughes Network Systems
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Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy
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Philip Luccarelli

COO
Lime Energy
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Art Gairo

Senior Vice President, Customer Operations
Evolve IP
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Raul Aguirre

Director of Service
Coachella Valley Water District
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Valt Vesikallio

Senior Vice President, Global Services
Hyland
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Jason Flores

Director of Customer Success
EDGE-Global Technology Solutions

Linda Magrath

Senior Director, Customer Success
Medidata Solutions
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Patrick Murray

Director, US Service — Western Region
ABB
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Nir Galpaz

Vice President, Customer Lifecycle & Success
Mitel
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Adam Nebeker

Vice President, Field Service
vivint.SmartHome
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Robb Origer

Vice President, In-Home Services
Dish Network
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Yaron Bartal

Vice President, Global Business & Services
Nova Measuring Instruments
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Navin Mehta

Senior Vice President, Global Services
Polycom
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Richard Carroll

Director of Warranty
Toll Brothers

5:40 PM - 7:10 PM Music Across The Decades Party

Put on your dancing shoes to experience your favorite tunes and entertainment from the 20s, 50s, 70s, and 80s.

7:10 PM - 7:10 PM Conclusion Of Main Day One