Field Service

September 30 - October 02, 2020

Online

11am – 6pm ET

Wednesday, September 30, 2020: DEEP-DIVE WORKSHOP DAY: FIELD SERVICE IN THE ERA OF COVID-19

11:00 am - 11:35 am Exhibit Hall Meet & Greet

11:35 am - 11:40 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.

11:40 am - 11:45 am Welcome Remarks

11:45 am - 12:00 pm Chairperson’s Opening Remarks

12:00 pm - 12:20 pm 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


12:20 pm - 12:55 pm New Reality: Driving Business Continuity in the Post-Pandemic Era

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

12:55 pm - 1:15 pm Sponsored Keynote

1:15 pm - 1:45 pm Exhibit Hall Meet & Greet

1:45 pm - 1:50 pm Reconvening for small group workshops

1:50 pm - 2:30 pm Multi-Track Workshops

Track A: Emerging Tech – Early Adopter Use Cases


Track B: Future-Proof Field Service –Optimizing Your Business for Success


Track C: Customer Experience – a New Form of Currency?


Track D: Change Management in Times of COVID-19 

1:30 pm - 1:35 pm Reconvening for small group workshops

2:35 pm - 3:15 pm Multi-Track Workshops

Track A: Emerging Tech – Early Adopter Use Cases


Track B: Future-Proof Field Service –Optimizing Your Business for Success


Track C: Customer Experience – a New Form of Currency?


Track D: Change Management in Times of COVID-19 

3:15 pm - 3:45 pm Exhibit Hall Meet & Greet

3:45 pm - 3:50 pm Reconvening for small group workshops

3:50 pm - 4:30 pm Multi-Track Workshops

Track A: Emerging Tech – Early Adopter Use Cases


Track B: Future-Proof Field Service –Optimizing Your Business for Success


Track C: Customer Experience – a New Form of Currency?


Track D: Change Management in Times of COVID-19 

4:30 pm - 4:35 pm Reconvening for small group workshops

4:35 pm - 5:15 pm Leveraging Machine Learning and AI to Fuel Field Service Innovation

Anurag Bhatnagar is a senior technologist with 25 years of experience in architecture, development and deployment of enterprise grade mission critical systems serving millions of customers. In his current role at Hughes Network Systems, a leading broadband and managed service provider worldwide, he is responsible for the development of Field Services Systems, leads CoE on Mobile Apps (B2B, B2C) and Emerging Digital technologies (RPA, AI/ML, BPM, Mobility). He has multiple decade experience in the domain of OSS/BSS in Service Provider segment and has been in fore front of evangelizing and implementing new technologies to bring in digital transformation. He has multiple pending patent applications in these domains.


4:35 pm - 5:15 pm 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

4:35 pm - 5:15 pm Maintaining Critical Service Delivery During and After the COVID-19 Healthcare Crisis


Were you leading with purpose during the unsettling pandemic time? Were you able to unite your teams and lead them by example? Did you have a 360-degree service strategy revamp to support your customers during quarantine? 


This creative boardroom is for service leaders willing to share their COVID-19 lessons learned and pitfalls to avoid, as well as those interested in debating the future of the service industry, risk mitigation and technology upgrades aimed at protecting service business from unforeseen disasters and supporting your customers in times of uncertainty:


  • Crisis management when you have to stop your service operations
  • Training your customers to do more with equipment in times of disaster
  • Assisted telephone capabilities, self-support and remote connectivity

4:35 pm - 5:15 pm 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. 


5:15 pm - 6:00 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.   

5:15 pm - 6:00 pm “This Girl Needs a Quarantini” Virtual Happy Hour

A virtual take on the much-loved Women in Field Service series - join your fellow female service practitioners to enjoy cocktails and talk work-and-life balance from the comfort of your home!