Field Service

September 30 - October 02, 2020

Online

11am – 6pm ET

Friday, October 2, 2020: THE EVOLUTION OF CUSTOMERS’ NEEDS IN TIMES OF COVID-19 AND BEYOND

11:00 am - 11:30 am Exhibit Hall Meet & Greet

10:30 am - 11:30 am Heads of Service Mastermind

11:30 am - 11:35 am Welcome Remarks

11:35 am - 11:50 am Chairperson’s Opening Address

11:50 am - 12:10 pm Keynote Integrating the Voice of the Customer (VOC) in Your Long-Term and Short-Term Strategy

Dr. Marlene Kolodziej, DBA knows what the customer wants best – until September 2019, she provided strategic and operational leadership for the Service Delivery organization, managed the implementation of enterprise-wide solutions and oversaw the establishment of the Technology Innovation Center at Northwell Health, a nonprofit integrated healthcare network that is New York State’s largest healthcare provider.  


Following her achievements at Northwell Health, Marlene joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding 13 billion dollars. As Ricoh USA’s Vice President of the Centralized Services, she is responsible for reorganizing service operations to drive efficiency, prioritizing investments in innovative technology, establishing a standard-setting process oversight, and creating a centralized voice of the customer (VOC).


In this keynote, Marlene discusses the two sides of the service coin – from the point of view of a customer and a service provider – and shares practical recommendation on how to put yourself in your customer’s shoes without compromising service revenue and business growth. Key takeaways include: 


  • Exploring what critical problem-solving looks like (process vs problem solving)
  • Resolving the underlying causes of operational inefficiencies and customer dissatisfaction
  • Integrating the VOC into your roadmap, short-term and long-term strategy
  • Bridging the gaps between real-life customer experience and your evolving business goals

12:10 pm - 12:30 pm Sponsored Keynote


12:30 pm - 12:50 pm Keynote Continuous Customer Buy-In and Contract Renewal: Avoiding the Risks of Cancellations by Demonstrating the True Value of Your IoT and Analytics-Driven Models

Jay Byers is the Director of Operations for National Services for Schneider Electric. In his role he has responsibility for service execution and customer experience for Building Automation and Security Services in Schneider Electric’s branches and channel partners throughout the US. His career has been spent in both customer-facing, technology, and back-office leadership roles within the buildings services industry. He brings expertise in IoT and service technology platforms, customer service, and service delivery.


In his presentation, Jay will discuss his role in the execution and growth of EcoStruxure Building Advisor, a comprehensive service offer which utilizes IoT data analytics, digitally connected products, and Schneider Electric experts to deliver a real time service experience for customers.


The session will focus on the customer experience of digitally enabled services and improvements Schneider Electric has realized through formalized Customer Success Management. Key takeaways will include:


  • Key performance indicators for proactively managing service success and mitigating risk of cancelation 
  • How to utilize customer success tools to baseline, identify, and establish best-in-class service (as well as net promoter detractors) within your customer portfolio
  • Using customer success data, findings, and best practices to create a fact-based feedback loop with sales, product development, and marketing to refine and evolve your value proposition for your customers

12:50 pm - 1:10 pm Sponsored Keynote


1:10 pm - 1:40 pm Exhibit Hall Meet & Greet


1:40 pm - 2:10 pm Panel Leveraging Predictive Analytics and Maintenance for Improved Customer Service

With the power of predictive field service, the impossible becomes possible and inefficiencies become the thing of the past. The industry has been transitioning from the reactive to proactive and, recently, predictive service model for several years now, and this panel explores real-life examples of predictive maintenance successes and lessons learned. Join our expert panelists for an overview of: 


  • First things first: Establishing the foundation for an effective predictive maintenance strategy
  • Making sure you are getting the right data from your machines
  • Pricing structure changes as a result of predictive maintenance
  • Ensuring you have the right technology and processes to support your predictive maintenance strategy


2:10 pm - 2:40 pm Keynote Hussmann’s Take on the Industry-Wide Technician Shortage Problem

Numerous industry reports indicate that, in order to meet growing demand for service and support, the U.S. will need an additional two million field service workers by 2021. As alarming as this projection sounds, there are feasible solutions to the talent shortage problem. 


Hussman Corporation, a Panasonic company, has figured out how to close the skills gap and keep talent engaged. In May‘ 2018, the display equipment and refrigeration systems manufacturer partnered with Lincoln Tech’s Prairie TX campus to develop and launch their inaugural eight-week TechX advanced refrigeration training program. To date, Hussmann recruited 72 and retained 63 TechX graduates on their services team.


Join our expert speakers for an interactive discussion about the importance of creating opportunities for existing and future talent to accelerate their career through hand-on training programs and:


  • How BMW’s MINI Automotive Service Technician Education Program (STEP) inspired Hussmann to develop TechX advanced training program
  • Why developing an internal, specialized curriculum is the most optimal approach in talent recruitment
  • What it takes to develop and implement a training program for your technicians, specifically some of the unforeseen challenges and lessons learned throughout the process

2:40 pm - 3:00 pm Keynote Rising to the Occasion: Driving Radical, Positive Change at a Post-Pandemic Service Organization

Could the COVID-19 pandemic lead to positive change? 


The field service industry has witnessed spikes in digital transformation and innovation shortly after the pandemic put the entire world on hold, and technological advances will undoubtedly continue to emerge from the depth of disaster. But what does it all mean for you, your team and organization? 


Join Steve Meyers, regional field support manager at IDEXX Laboratories, Inc., a member of the S&P 500® Index and a $2.4B global leader in veterinary diagnostics, veterinary practice software and water microbiology testing, for this virtual MasterMind session that will arm you with knowledge on how to:


  • Develop a change management strategy that will always keep your people at the center of your business 
  • Embrace new ways of working and engaging remote workforce in response to the pandemic 
  • Align solutions with current service needs, keeping your people and culture in mind 
  • Advocate for the adoption of digital technology and get a buy-in from your entire team


3:00 pm - 3:30 pm Exhibit Hall Meet & Greet


Track A: Disruptive Technology Adoption

3:30 pm - 3:40 pm Chairperson’s Opening Address

Track A: Disruptive Technology Adoption

3:40 pm - 4:00 pm Case Study Transforming From Reactive To Proactive Service

Jeremy Goebel is the Aftermarket Enablement Solutions Manager for John Deere. In this position he is responsible leading the development and deployment of proactive service solutions that leverage data and analytics. He has been with John Deere for 21 years and has held numerous positions within Customer and Product Support.  


In this case study, Jeremy will share how John Deere Connected Support™ has been deployed to create customer loyalty:


  • Transformative systems and solutions that enable proactive service
  • Ensuring you have the capabilities for predictive monitoring
  • Deploying solutions through a dealer channel for success


Track A: Disruptive Technology Adoption

4:00 pm - 4:20 pm Sponsored Case Study


Track A: Disruptive Technology Adoption

4:20 pm - 4:50 pm Panel Virtual Support: Shortlisting the Best Tools for Remote Connectivity and Improved Customer Assistance

This panel session explores best practices in virtual connectivity and remote customer assistance, and how you can integrate these capabilities in your service offering. Key takeaways include: 


  • Examining what other professional services firms are using for virtual customer support
  • What are the benefits vs. detriments of different tools?
  • How to determine the rare occasion when support staff is needed in person vs. virtual
  • How to manage security and other industry-specific customer restrictions while still supporting your customers

Track A: Disruptive Technology Adoption

4:50 pm - 5:10 pm Case Study Harnessing the Power of Connectivity, Remote Diagnostics and Mixed Reality in Response to the COVID-19 Crisis

70% of field service organizations are looking to expedite their investments in connectivity, remote diagnostics and mixed reality in response to the ongoing global healthcare crisis, according to WBR’s Field Service survey conducted in May 2020 -- the quick pivot to remote is deemed by many to be the key step towards the recovery and business continuity following the pandemic. If you are among those companies that have digital transformation and remote solutions on top of the investment agenda, this virtual presentation is a must-attend! 


Join Roger for real-life examples and practical recommendations on: 


  • Offering safe and reliable service in times of a global crisis 
  • Empowering customers with remote technology when technicians can’t be dispatched onsite 
  • Seizing the power of remote diagnostics for increased uptimes and optimized resource allocation 
  • Harnessing global talent expertise and providing a platform that connects and enables technicians through remote insights and conceptualized information

Track B: Change Management & Continuous Improvement

3:30 pm - 3:40 pm Chairperson’s Opening Address

Track B: Change Management & Continuous Improvement

3:40 pm - 4:00 pm Case Study : Rethinking Field Service Fundamentals to Drive Business Continuity in times of COVID-19

Over 20 years ago, Markus Rimmele set on a field service path as a Service Technician at OPTOTEX GmbH, Germany and has since climbed the career ladder to become a recognized service leader and a lifecycle management advocate with a solid background in global operations, engineering, manufacturing, and automation. In his most current role as the Managing Director of US Service at Koch Packaging, Markus spearheaded the machinery manufacturer’s service and support organization and set the vision and direction for the future through the prioritization of customer needs and ongoing technological upgrades.


Markus’s presentation breaks down the main factors behind his achievements as the field service leader in automotive, medical, solar energy, machine tooling, and material handling industries and offers a comprehensive overview of the fundamental steps that service organizations need to take in order to drive business continuity in response to the COVID-19 pandemic. Key takeaways include:


  • Field service success factors that apply to all industries, regardless of your product line
  • Setting clear-cut goals for service teams in the face of the pandemic 
  • Integrating the voice of the customer in your service strategy
  • Complementing your service monetization effort with evolving technology


Track B: Change Management & Continuous Improvement

4:00 pm - 4:20 pm Sponsored Case Study


Track B: Change Management & Continuous Improvement

4:20 pm - 4:50 pm Fireside Chat Technician Recruitment And Retention Strategies

Alongside with the digital transformation gaining its pace, service organizations across all industries are facing the increasing challenge of high competition and constant talent shortages that jeopardize the ability to meet customer expectations. So what are the do’s and don’ts of talent recruitment in today’s digital age, and what can you do beyond the onboarding phase to keep your new hires employed, engaged and happy to be a part of your team? Our expert panelists will discuss:


  • The evolving nature of the Field Service Engineer role – what skills can be brought to the table as a whole?
  • What are the best approaches to talent base diversification?
  • How can you develop effective onboarding, engagement programs, and career paths to retain your skilled technicians?
  • What are some of the key technologies and tools that can help you boost employee engagement and satisfaction?
  • Retiring workforce and transferring their knowledge to the future generation of technicians

Track B: Change Management & Continuous Improvement

4:50 pm - 5:10 pm Case Study Employee Engagement and Change Management during the Transition to Digital


David Stiger found his service and support calling at Hydromax USA over 11 years ago and has climbed the career ladder to become its Vice President of Gas Solutions. He manages projects across the country in the water, wastewater, and gas market sectors. 


David has developed many of the best practices utilized by Hydromax nationwide, and he is joining us to share practical recommendations on how to overcome employee engagement and change management hurdles driven by the digitization. Key takeaways include:


  • Field personnel training for a successful rollout of digital tools
  • Employee engagement feedback and metrics analysis
  • How does a Learning Management platform assist the project management?
  • New employee onboarding
  • Filtering feedback to find the action items
  • Modularizing complex training tasks


Track C: Innovation Theatre

3:30 pm - 3:40 pm Tech Demo

Grab a seat and enjoy a series of 10-minute demos showcasing the latest innovations in service technology.


Track C: Innovation Theatre

3:50 pm - 4:00 pm Tech Demo

Grab a seat and enjoy a series of 10-minute demos showcasing the latest innovations in service technology.

Track C: Innovation Theatre

4:00 pm - 4:10 pm Tech Demo

Grab a seat and enjoy a series of 10-minute demos showcasing the latest innovations in service technology.

Track C: Innovation Theatre

4:20 pm - 4:30 pm Tech Demo

Grab a seat and enjoy a series of 10-minute demos showcasing the latest innovations in service technology.

Track C: Innovation Theatre

4:40 pm - 4:50 pm Tech Demo

Grab a seat and enjoy a series of 10-minute demos showcasing the latest innovations in service technology.

5:10 pm - 5:40 pm Exhibit Hall Meet & Greet

5:40 pm - 5:50 pm Reconvening for Roundtable Discussions

5:50 pm - 6:30 pm Virtual Toolbox Talks – choose one

1 Moving from the Dispatched to the Dedicated Onsite Support Model

David Rabe, Senior Director, Head of Field Service Automation and MegaLabs, Siemens Healthineers


2 Achieving Accuracy in Reporting for Data-Driven Decision Making 

Matt Rust, Head of Service Data Analytics and Reporting, Mettler-Toledo


3 Leaving Legacy Operations Behind and Navigating through Change

Brian Zenz, Area Operations Director, SBA Communications


4 Optimizing Knowledge Management for Field Service Teams

Michael Ahrens, Senior Director, Field Service Operations, Pure Storage


5 Adding Value to Service Contracts to Extend Customer Relationship

Nithin Skaria, Manager, Field Operations, Acuity Brands Lighting, Inc.


6 Achieving the Goal of Customer-Centric Field Service 

Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth


7 Applying Augmented Reality (AR) in Field Services

Ravi Advani, Director – Field Services Solutions, Digital Workplace Services Unisys


8 Mobile Enablement and Automation in the Energy/Utilities Field Service

Diana Bricknell, Director, Electric Transmission Operations, Pacific Gas & Electric Company

Steven Dingler, Director, Customer Operations, Georgia Power Company


9 Capitalizing on Outcomes-Based Solutions

Andy Wight, Director, Service Product Portfolio, AB SCIEX


10 Implementing Customer Experience Software To Gain Clearer VOC (Voice of the Customer)

Feby Joseph, Director Global Service and Customer Experience, Roper Technologies


11 Monetizing Services That Were Once Free

Eric Paulik, Director Global Field and Customer Service, Philips 


12 The Future of Service Contract Negotiations

Len VanderHulst, Head of Service, Eppendorf


13 Mergers & Acquisitions: Avoiding Interruptions in Service

Lonnie Lassmann, Senior Director, Field Service Operations, 3M Healthcare


14 Determining Mutually Beneficial Key Metrics with your 3PLPs


Eric Clopper, Senior Director, Global Services Logistics and Labs, F5 Networks


15 Using Dashboards to Manage Your Technicians’ Performance and Quality

David Douglas, Vice President, Service Management, Scientific Games


16 Enabling Your Customers to Achieve High Levels of Uptime

Dane Taival, Vice President and General Manager, Thermo King Corporation, Ingersoll Rand


17 Global Training Best Practices

Kevin Bowers, Chief Support Officer, DMG Mori USA


18 Establishing a “Concierge Service” Culture to Drive Service Network Performance to the Next Level

Robert Gillette, former Vice President, Customer Support, STULZ Air Technology Systems Inc.


6:30 pm - 6:30 pm Conclusion of Field Service USA 2020