April 26 - 30, 2021
10:30am - 6pm ET
Wednesday, September 30, 2020: DEEP-DIVE WORKSHOP DAY: FIELD SERVICE IN THE ERA OF COVID-19
10:30 am - 11:00 am Exhibit Hall Meet & Greet
11:00 am - 11:05 am Surviving the Pandemic: Together, We Shall Overcome
Tune in for a tribute to the field service industry frontrunners and essential services personnel who are our great warriors in the fight against the Novel Coronavirus.
11:10 am - 11:25 am Chairperson’s Opening Remarks: Intelligent Service: Excel in Customer Experiences & Drive Outcomes
11:25 am - 11:45 am Keynote Service Must Go On: Adapting to the “New Normal”
Karin Hamel leads Services for the U.S. Digital Buildings business at Schneider Electric, a $28.6 billion global leader in providing digital solutions for energy efficiency and sustainability. A leader who is recognized for establishing a culture of success to drive shareholder value, Karin is highly regarded for scaling organizations to long term sustainable performance, maintaining a customer -centric approach, and enhancing long-term profitability through operational excellence. Her diverse background comprised of sales, marketing and operations gives her unique perspective to drive the necessary transformation within services.
Karin’s keynote offers an overview of Schneider Electric’s proactive response to the pandemic, the steps her service units took to identify critical accounts that needed uninterrupted support, the prioritization efforts associated with resource optimization, and strategy adjustments for post-quarantine period and beyond. Key takeaways include:
- Analyzing which customer accounts would receive relief from the Coronavirus Stimulus Package and its impact on their business during and after the pandemic
- Evaluating the existing infrastructure and identifying areas for improvement, ensuring service delivery to critical accounts
- Pivoting the growth plan and identifying new revenue generation streams throughout the healthcare crisis management period
- Leveraging automation of processes, systems and tools to minimize costs and maximize service delivery in response to the pandemic
- Deploying lean and agile operating model to gain cost efficiencies
*This presentation will not provide any general health guidance or recommendations on public health matters
Karin HamelVice President, Services – U.S. Digital Buildings
11:45 am - 12:25 pm New Reality: Driving Business Continuity in the Post-Pandemic Era
Chris Westlake Global Process Owner, Service and Repair Medtronic
Charles Hughes Chief Operating Officer High Wire Networks
Patrick Dell FVP, Service Operations, Americas Field Service Varian Medical Systems
Steve Salmon VP of Enterprise and Channel Sales Field Nation
Sarah Nicastro Director of IFS Service Management and Field Service Evangelist IFS
Join our expert panelists for an in-depth overview of how the pandemic has impacted their service operations and strategy for the near future. Main takeaways include:
- Key learnings to date and strategic projections for the next year and beyond
- Major technologies that will drive business continuity in the post-pandemic marketplace
- Actionable recommendations on aligning cross-functional teams around customer-centric goals
Chris WestlakeGlobal Process Owner, Service and Repair
Charles HughesChief Operating Officer
High Wire Networks
Patrick DellFVP, Service Operations, Americas Field Service
Varian Medical Systems
Steve SalmonVP of Enterprise and Channel Sales
Sarah NicastroDirector of IFS Service Management and Field Service Evangelist
12:25 pm - 12:45 pm Keynote: Benchmarking Service KPIs: How Does Your Workforce Measure Up?
If your entire team performed more like your service heroes — the top 25% of your workforce — you’d save thousands of truck rolls, reduce service costs, have more engaged employees, and happier customers. To develop the dream team, you first need to:
- Accurately assess your service KPIs
- Understand the performance gap between your heroes and challengers
This session will reveal the results of Aquant’s service KPIs benchmarks report, a deep dive into the state of service performance through actual service data, not as seen through rose-colored safety goggles.
Learn how service organizations are leveraging actionable intelligence from AI to get the whole team performing more like the top 25%.
Plus, learn how leading companies like BD get strategic about service measurement and AI adoption.
Steve ChamberlandDirector of US Service Operations
Edwin PahkVP of Product Marketing and Business Development
12:45 pm - 1:15 pm Exhibit Hall Meet & Greet
1:20 pm - 2:00 pm Workshop: Did COVID-19 Cancel Servitization?
As the global pandemic continues to rock the manufacturing world, executives face the unenviable challenge of maintaining short-term business continuity while meeting their customers’ ever-growing demands. While there is a need to focus on the here and now, some OEMs are hunkering down, while others are forging ahead, doubling down on servitization and investing for the future. Who’s right and who’s wrong – only time will tell.
Join the Syncron team for a virtual workshop where we look at the future of servitization and whether or not it has fallen by the wayside in light of COVID or if the benefits of selling products-as-a-service are more valuable now than ever before.
You’ll leave with:
- Practical lessons learned from previous economic downturns
- Considerations both for and against the shift to Servitization
- Ways manufacturers can maximize short-term performance, while adapting to changing customer expectations like products-as-a-service
Jeff NiezeDirector, Worldwide Center of Excellence
Clayton SlagleValue Engineering Consultant
Nate CorderHead of Sales, Americas
2:05 pm - 2:45 pm Workshop: Get Hands on with the Next Generation ROI Builder from Salesforce
Now more than ever being thoughtful in your investment in a Field Service Solution requires a thoughtful, detailed and dynamic business ROI proposal that can stand up to board room scrutiny. During this session, our Salesforce Field Service trail guides will guide you through the Business Value Discovery Application live, so you can see the way we can leverage this next generation ROI tool to build up a comprehensive picture of your investment with a 5 year ROI projection.
Tas HiraniDirector, Sales Enablement
Ziv BarzilayDirector of Product Marketing
1:20 pm - 2:00 pm Workshop: Using Knowledge to Navigate the Field Service Perfect Storm
The Silver Tsunami and COVID-19 pandemic have combined to create a “Perfect Storm” of challenges for field service managers. Tim Spencer, Senior Vice President and General Manager of Service Operations for BUNN-O-Matic, joins Bo Wandell to discuss lessons learned in the early days of the pandemic and how mobile knowledge helped BUNN navigate the perfect storm.
Key takeaways from this workshop include:
- Using mobile knowledge to maintain and improve the customer experience in the face of increasing reliance on 3rd party service partners.
- Ensuring your digital knowledge transformation is designed to fuel positive business outcomes.
- Deploying a digital knowledge solution that will attract and retain new technicians and bridge the gap between the new and retiring generations.
Bo WandellVice President
Tim SpencerSenior Vice President and General Manager, Service Operations
2:05 pm - 2:45 pm Workshop : Staying Agile in Today's Evolving Service Landscape with Low-Code Apps
Are you looking to respond fast, ensure business continuity, and gain access to richer data that fuels decision-making in the "new normal"? Then join ProntoForms’ Client Director, Pat Foley and VP Customer Care, Brian and Service Manager Jay from Conair as they tackle how low-code apps help organizations achieve digital transformation goals while staying agile in a constantly evolving service landscape.
Brian DowlerVice President, Customer Care
Jay KrinerService Manager
Pat FoleyClient Director
2:45 pm - 3:15 pm Exhibit Hall Meet & Greet
3:15 pm - 3:20 pm Reconvening for small group workshops
3:20 pm - 4:00 pm Workshop: Enabling Service Resiliency with Augmented Reality Remote Assistance
COVID-19 has disrupted service organizations – and their customers – on multiple levels. In the new normal, service teams face travel limitations, parts supply issues, and increasing demands for remote support that have dramatically changed the ways they approach how they do business, especially as their customers’ needs shift in response to the pandemic.
This creates a balancing act for leaders who need to both rapidly respond to short-term challenges and plan for long-term success. While service organizations gear up for future recovery and look to build resilience into business operations, they are also faced with urgent, disruptive needs for rapid changes that help keep employees safe and connected while enabling them to still providing the critical support that their customers need.
By employing augmented reality, Waters Corporation has been able to maintain business resiliency by offering remote assistance and collaboration capabilities to their customers. Introducing AR into their service offering has allowed them to improve employee and customer safety and reduce the need for on-site visits.
Join Adam Beard, Vice President, Global Services at Waters Corporation and Justin Hester, Senior Director, Digital Transformation at PTC as they lead a discussion on how service organizations can maintain business resiliency in the face of a crisis. They’ll discuss how waters is incorporating augmented reality remote assistance into their service practice today, as well as what they’re planning for the future
Justin HesterDigital Transformation Director
Adam BeardVice President, Global Services
4:05 pm - 4:45 pm Workshop: Service Delivery for the Future: Digital Opportunities, Challenges and Risks
Ed Mor drives the Global Service Organization and strategic objectives within the semiconductor market for Thermo Fisher Scientific, the world leader in electron microscopes and Nano technology serving multiple markets including industry (semiconductor, data storage), materials, research, natural resources and life sciences.
Ed's long history with Thermo Fisher Scientific (fomerly FEI) stretches more than 16 years where he has developed and managed service operations in all markets and all regions globally.
After Joining FEI from Physical Electronics he developed the site manager concept in support of one of FEI's largest customers. Ed then transitioned to Europe to proliferate this concept at other strategic customers and transferred from a technical contributor role to service operations management. He was chartered to create a Centralized Europe Electronics Service Organization. Over the course of his time in Europe, Ed refined this organization and grew his service business in exceeding his business objectives. He then moved onward to North America where he drove the same concept of high customer support operations while maximizing efficiency.
Ed’s workshop will focus on making global connectivity and cooperation with customers a reality. Key takeaways include:
- Securing a higher return on your technology investments
- Typical mistakes to avoid when digitizing your service operations
- Seizing opportunities and securing your competitive edge through digital
Ed MorSenior Director, Semiconductor Service
Thermo Fisher Scientific
3:20 pm - 4:00 pm Workshop
4:05 pm - 4:45 pm Workshop: Winning at Service on Tight Budgets and with Limited Resources
Patrick Webb is the Sales Director – Americas for the General Electric Transportation, Marine, Stationary, Drilling Group, where he helps to manage the Technical Sales and Service Distribution throughout North America, including the coordination and support of a very professional Channel Partner Network.
Patrick has provided this leadership as a Ship Officer, Shipbuilding Design Engineer, Class Surveyor, Shipyard Principal, and Manufacturers’ Director of Services. Negotiating and managing more than a billion dollars in projects has convinced Patrick that in-situ grace and integrity are success keys in our modern marine business.
Join Patrick for a discussion about the constant pressure to cut costs, customers’ changing needs, and how to connect the dots between the two while keeping costs down and resources optimized.
Patrick WebbSales Director - Americas
4:45 pm - 5:30 pm VIP Virtual Brewery Tour and Beer Tasting hosted by Aquant
*By invite only, RSVP required
Tour one of New England’s top craft breweries while you enjoy a variety of their seasonal beers, all from the comfort of your home! Join this unique Zoom experience, led by an expert guide and brewery owner Steve Sanderson of Riverwalk Brewing, to get an inside look at the process of artisanal craft brewing, beer styles, and flavor profiles of the brews you will be enjoying while socializing with your fellow field service pros. We’ll ship an assortment of Riverwalk beers straight to your door. Advance RSVP required.
4:45 pm - 5:30 pm “How ‘Bout a Drink” Virtual Happy Hour
We are embracing the idea of graceful networking in times of social distancing. Bring your favorite cocktail and explore opportunities to expand your professional network, ignite collaboration and grow your business.