Field Service Palm Springs 2020

April 21 - 24, 2020

JW Marriott Palm Desert Resort & Spa, CA

Employees of The Future: Overcoming Talent Recruitment, Engagement and Retention Challenges


Friday, April 24, 2020

7:30 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairperson’s Opening Remarks

8:45 am - 9:05 am Keynote: Transitioning Your Workforce from Brake/Fix Technician to Value Growth Champion

Trying to take a farmer and making them into a hunter is not an easy task.  Farmers are innovative; detail oriented, problem solvers, efficient, and build relationships through trust and collaboration.  Hunters are driven, great communicators, results oriented and flexible with rules of engagement to close out a situation.  Taking a service technician and trying to get them to sell was a similarly difficult journey, but one Jorge Rubi, U.S. Vice President for the Eastern Division of Pitney Bowes Global Services & Support, and his team comprised of 230 Service Engineers and 9 Customer Service Managers who support and help retain over $65M in SLA revenue, were quite successful at.  Join this keynote for a comprehensive overview of:

- The nature of a service technician
- How to gain adoption from a service technician
- How to incentivize service technicians
Jorge Rubi, Vice President Eastern Division at Pitney Bowes

Jorge Rubi

Vice President Eastern Division
Pitney Bowes

9:05 am - 9:25 am Keynote: Leveraging IoT and Predictive Analytics to Empower Your Technicians and Improve First Time Fix Rates

With more than 20 years of industry experience, Jeff Blum has proven himself as a progressive leader who has an in-depth understanding of customers’ expectations for service and how those can be transformed to drive profitability of his service businesses that span over 23 states. In his workshop, Jeff will discuss KONE’s ongoing digitalization efforts that not only help modernize internal processes and the field service network, but also drive employee productivity and onsite performance. Key takeaways include:


-Exploring IoT and real-time predictive analytics technologies that can help you achieve reduction in technician call-outs and improved customer satisfaction
-The how’s and why’s of arming your FSEs with vital information prior to onsite deployments for improved first-time-fix-rates
-Leveraging field data for cross-functional collaboration, product enhancements, improved business decision making and the identification of potential new revenue streams 

Jeffrey Blum, Senior Vice President, Western Region at Kone

Jeffrey Blum

Senior Vice President, Western Region
Kone

9:25 am - 9:45 am Keynote Global Training Best Practices

•Finding the right balance of classroom and online training
•Determining how to train on legacy product when your technicians can’t put their hands on it
•Adding training to your incentive program for better results
•Sharing resources globally 
•Building a robust online training program

Kevin Bowers, Chief Support Officer at DMG Mori USA

Kevin Bowers

Chief Support Officer
DMG Mori USA

9:45 am - 10:20 am Networking & Refreshment Break

10:20 am - 10:40 am Keynote Workforce as a Service- Creating a Labor Cost Reductions and Improving Employee Engagement

Our services labor models continue to evolve.  The combination of a multigenerational workforce, increasing pressure to lower cost, employee retention difficulties and the ever accelerating pace of change require a dynamic approach to staffing in support of services.  Many companies have come to realize Workforce as a Service (WaaS) and Hybrid Labor Models are an essential part of the GigE economy, but not all fully understand the myriad ways they can address these industry pressures.  Workforce as a Service is not just your father’s staff augment support, it is a powerful tool that can lower labor costs, improve service and drive employee engagement and retention.  In this session we will look at the following:

-Brief overview of WaaS basics
-Net financial benefits of WaaS
-Using WaaS to improve Employee Engagement and Retention
-Common mistakes to avoid when deploying WaaS
Charles Hughes, Chief Operating Officer at High Wire Networks

Charles Hughes

Chief Operating Officer
High Wire Networks

1. Augmented Reality: Successes and Practical Applications
  • James Crowl, Americas Service Manager, Energy Industries, ABB

2. Transferring Tribal Knowledge
  • Steve Mays, Vice President and General Manager, Reynolds Machinery

3. Innovation Driven by Technicians
  • Aly Pinder, Program Director, Service Innovation and Connected Products, IDC Manufacturing Insights

4. Crisis Management: Your FSE Quits Without Notice, Now What?
  • Dario Samarzija, Head of Support, EMEA, Alfresco
James Crowl, Americas Service Manager, Energy Industries at ABB Ltd.

James Crowl

Americas Service Manager, Energy Industries
ABB Ltd.

Steve Mays, VP and General Manager at Reynolds Machinery

Steve Mays

VP and General Manager
Reynolds Machinery

Aly Pinder Jr., Program Director, Service Innovation & Connected Products at IDC Manufacturing Insights

Aly Pinder Jr.

Program Director, Service Innovation & Connected Products
IDC Manufacturing Insights

Dario Samarzija, Head of Support, EMEA at Alfresco

Dario Samarzija

Head of Support, EMEA
Alfresco

12:00 pm - 1:00 pm Lunch

Join our expert panelists for an interactive discussion to hear about their successes and lessons learned in leading remote and cross-cultural teams to success without compromising employee engagement and satisfaction. Key takeaways include: 

-Establishing the best way to communicate with and engage your remote employees
-What cross-cultural management principals need to be taken into consideration for your team?
-Identifying technology that can support remote team training and engagement
-Carrying out your service culture and company core values across remote and global locations
Chris Westlake, Global Process Owner, Service and Repair at Medtronic

Chris Westlake

Global Process Owner, Service and Repair
Medtronic

Patrick Dell, FVP, Service Operations, Americas Field Service at Varian Medical Systems

Patrick Dell

FVP, Service Operations, Americas Field Service
Varian Medical Systems

Shawn Connelly, Director of Services at Dyson

Shawn Connelly

Director of Services
Dyson

Sonya Roshek, Vice President, Projects & Field Services at B+T Group

Sonya Roshek

Vice President, Projects & Field Services
B+T Group

1:40 pm - 2:00 pm Keynote Developing Successful Retention and Engagement Programs

Employee engagement is the key to employee retention which, according to the Society for Human Resource Management, is a “key link to customer satisfaction, company reputation and overall stakeholder value”.  So what about your internal customers – your technicians?  What can you do to ensure their customer satisfaction? 
In this keynote presentation, we will look at seven simple steps to help improve your internal customers’ satisfaction, engagement and retention:
-Creating career paths that are enticing for technicians
-Pay structures, training, and promotions tied to advancement
-Ensuring your engagement programs are easily communicated and understood by your technicians
-Exploring other strategies for retaining technicians

Lien A. Randle, Senior Director, Contracts, Training and Development at Mitsubishi Electric US, Inc.

Lien A. Randle

Senior Director, Contracts, Training and Development
Mitsubishi Electric US, Inc.

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

Ashley Turner, Vice President – Branch Operations at Hussmann Services Corporation

Ashley Turner

Vice President – Branch Operations
Hussmann Services Corporation

Elisha Bailez, Senior Project Manager at Hussmann Services Corporation

Elisha Bailez

Senior Project Manager
Hussmann Services Corporation

Susan English, Senior Vice President at Lincoln Technical Institute

Susan English

Senior Vice President
Lincoln Technical Institute

2:40 pm - 2:40 pm Conclusion Of Field Service Palm Springs 2020