Field Service Palm Springs 2024

May 06 - 08, 2024

JW Marriott Desert Springs, Palm Springs, CA

WED, May 8: Deep Sharing & Interaction Day

Placing People First -- Developing the Most Progressive and Successful Service Organization With an Integrated Structure to Grow Revenue and Profit

7:00 am - 8:00 am Heads of Service Mastermind

A strategic and topical discussion, and networking opportunity for service leaders responsible for business growth and service optimizationFor VP level and higher

DISCUSSION TOPIC: Taking Service Commercialization to the Next Level: Proven Strategies and Tactics to Bolster Service Marketing, Sales & Profit

Limited availability – invitation and RSVP Required

Email -- Maureen.Azzato@WBResearch.com if you meet the criteria and would like to attend

7:15 am - 8:00 am Breakfast In The Expo

8:00 am - 8:05 am Welcome Remarks

Maureen Azzato, Conference Producer, Field Service USA

8:05 am - 8:20 am Chair Opening Remarks

8:20 am - 8:40 am OPENING KEYNOTE Service + Sales: Cross-Training to Maximize Collaboration to Create a Strong Service Culture and Commercialization Partnerships

8:40 am - 9:20 am PANEL Future Leaders Speak Out: Advice from Up-and-Coming Front–Line Managers About How to Retain and Develop The Next Generation of Service Leaders

Jayda Nance - Client Mgmt. Delivery Project Manager, IBM Margo Sherer - Senior Manager of Supply Chain, Direct Supply Michael Siebert - Manager, Area Service, Fresnius-Kabi Joseph Molesky - Senior Vice President, Sodexo

Step into the minds of the rising stars in service leadership who will share their take on what it takes to attract, onboard, train and retain today and tomorrow’s workforce. Our panelists, representing diverse industries and backgrounds, will candidly discuss the evolving landscape of service leadership and the pivotal role frontline managers play in shaping organizational culture, employee development, and overall success.  

This session is not only an opportunity to hear fresh perspectives but also a chance to glean actionable takeaways to foster a culture that nurtures the growth and potential of future service leaders. 

  • Hear firsthand accounts of the challenges faced by frontline managers and how they navigate and overcome obstacles on the path to leadership. 
  • Discover how these up-and-coming leaders are fostering a positive work environment, nurturing employee growth, and implementing new initiatives. 
  • Learn about innovative approaches to developing the next generation of service leaders, including mentorship programs, continuous learning initiatives, and other developmental opportunities that contribute to their professional development. 
  • Explore how frontline managers are adapting to and driving change in response to evolving service dynamics.  

Come get inspired by the fresh perspectives, innovative strategies, and practical advice from up-and-coming frontline managers who are shaping the future of service leadership

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Jayda Nance

Client Mgmt. Delivery Project Manager
IBM

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Margo Sherer

Senior Manager of Supply Chain
Direct Supply

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Michael Siebert

Manager, Area Service
Fresnius-Kabi

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Joseph Molesky

Senior Vice President
Sodexo

9:20 am - 9:50 am KEYNOTE DOUBLEHEADER Diversity, Equity & Inclusion Innovation: DE&I Programs That Are Enriching the Workplace Culture and Enhancing Service Recruitment Loyalty & Retention

Corrie Prunuske - President, Commercial & Industrial Division, CoolSys Roy Dockery - Vice President of Service Operations, Flock Safety

Two executives share one game-changing idea in quick 10-minute presentations. These leaders will continue the diversity conversation on Day 2 during a Roundtable discussion.

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Corrie Prunuske

President, Commercial & Industrial Division
CoolSys

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Roy Dockery

Vice President of Service Operations
Flock Safety

9:50 am - 10:10 am PARTNER PRESENTATION: A Preview of Field Service Technology Investment Plans in 2024

Michael Israel - Vice President of Community, Zuper

Michael Israel will provide an overview of the findings from the WBR survey on software utilization and investment strategies in Field Service organizations. Conducted in March and April of this year, the survey aimed to unveil details about the present adoption of Field Service Management (FSM) solutions and summarize future investment and deployment initiatives. In addition to outlining current practices, the survey results offer a sneak peek into upcoming plans and considerations for the deployment and utilization of Artificial Intelligence (AI) in the Field Service sector.



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Michael Israel

Vice President of Community
Zuper

10:10 am - 10:50 am Networking and Refreshment Break in the Expo

TRACK A Soft Skills Training and Mastering the Communications Skills Necessary for Future Technician Success

10:50 am - 11:10 am CASE STUDY How to Teach Better Human Connection Skills, and Reward Technicians and Front-Line Manager Who Do It Really Well
Bruce Breeden - VP Global Service Operations, Gatekeeper Systems
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Bruce Breeden

VP Global Service Operations
Gatekeeper Systems

TRACK A Soft Skills Training and Mastering the Communications Skills Necessary for Future Technician Success

11:10 am - 11:50 am PANEL Training the You Tube Generation: How to Connect With Hands-On Visual Learners Accustomed to Self-Teaching, Who Typically Loath Classroom Learning
Jason Spears - Chief People Officer, Sam Service Alyssa Holmes - Director for Service Operations, Flock Safety Jim Wardle - Field Service Director, CEIA USA

Visual learning and self-teaching reign supreme today. Join our expert panelists as they unravel the secrets to creating effective training programs that resonate with the “YouTube” generation through hands-on experiences, interactive content, and visually stimulating materials that captivate and retain attention. 

Explore practical approaches for adapting training materials to cater to visual learners, from interactive videos and simulations to virtual reality experiences that foster deeper learning and understanding, and retention of information. 

Learn how to encourage self-directed learning while maintaining a structured and supportive training environment. 

Panelists will also address ways to enhance classroom instruction blended learning models, flipped classrooms, and other approaches that promote active participation and enhanced engagement. 

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Jason Spears

Chief People Officer
Sam Service

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Alyssa Holmes

Director for Service Operations
Flock Safety

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Jim Wardle

Field Service Director
CEIA USA

TRACK A Soft Skills Training and Mastering the Communications Skills Necessary for Future Technician Success

11:50 am - 12:10 pm CASE STUDY Service Uberization: Schneider Electric’s Self-Serve Digital Dispatch Platform to Leverage Its Workforce Talent to Match Customer Needs
PJ Fernandez - Innovation & Incubation Director, Schneider Electric

We use digital apps in our daily lives to save time, simplify and make us more efficient.  We get rides, get deliveries, even schedule pet sitters! This session will provide insights into Schneider Electric’s use of an Uber-like digital dispatch platform to automate the matching and assignment of work to our partner and contractor network. 

In this session you will: 

  • Learn about a digital dispatch platform tailored specifically for electrical services 
  • See how this platform enabled labor workforce scalability for Schneider Electric 
  • Gain insights into this platform enabling self-service for customers of electrical services 

 

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PJ Fernandez

Innovation & Incubation Director
Schneider Electric

TRACK A Soft Skills Training and Mastering the Communications Skills Necessary for Future Technician Success

12:10 pm - 12:30 pm FIRESIDE CHAT Technician Centered Teams & Training
Elisha Bailez - Program Management and Retail Services Director, Hussmann
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Elisha Bailez

Program Management and Retail Services Director
Hussmann

Two top executives will share their very different ideas and strategies about how they embrace and lead cultural/organizational change in their companies.                                    

*Ideal for VP level and higher

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Nick Cribb

President
CFESA and SAM Service Inc.

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Jessica Murillo

VP North America Delivery Practice Leader
IBM

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Fred Walkover

Executive Leadership & Personal Development Coach
Crescendo Coaching Group

Five executives will offer specific leadership challenges they or their organizations are facing for which they would like your advice and help.

Each table, facilitated by one of these executives, will tackle one of their biggest challenges with your help, in an interactive roundtable discussion format.

Following the interactive workgroup discussions, each table leader will share the advice they received from their table participants so that all can benefit.

Table 1 - How to Prepare the Next Wave of Individual Contributors for People Leadership in a Drastically Changing Workforce Challenge presented by Roy Dockery, VP Service Operations, Flock Safety  

Table 2 – Ken Murdock, Director US Service Operations, ABB 

Table 3 – How to More Quickly and Effectively Toward Global Service, Challenge presented by Kevin Hilbert, Director of Technical Services, Henny Penny 

Table 4 - The Integration of IoT and AI into The Customer Experience and the Recommended Business Model(s) impact, Challenge presented by Patrick Van Wert, VP Aftermarket, Tennant Co. 

Table 5 - Cory Yates, Owner & CEO, Alpha Omega Restaurant Equipment Repair 

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Roy Dockery

Vice President of Service Operations
Flock Safety

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Ken Murdock

Director of US Service Operations
ABB

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Patrick Van Wert

VP Aftermarket
Tennant Co.

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Cory Yates

Owner & CEO
Alpha Omega Restaurant Equipment Repair

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Fred Walkover

Executive Leadership & Personal Development Coach
Crescendo Coaching Group

12:30 pm - 1:30 pm Lunch for All Attendees

(Moderated by service leaders; no vendors please. All attendees from service organizations are welcome to participate)

Table #1 – Best Practices for Managing M&As to Rebalance the Service Portfolio and Reduce Technician Turnover – Moderated by Dennis Pappas, former Global Services Director, Advanced Instruments

Table #2 – Continuing the Conversation on Strategic Deployment: Aligning Technical and Functional Roadmaps – Moderated by Scott Day, SVP Service Transformation NA, TK Elevator

Table #3 Diversity Innovation: Programs That Are Enhancing Service Recruitment, Loyalty & Retention – Moderated by Corrie Prunuske, President, Commercial & Industrial Division, CoolSys; and Roy Dockery, VP Service Operations, Flock Safety

Table #4Service Marketing: How to Generate More Service Business Leads to Support Your Growth Ambitions – Moderated by Ken Murdock, Director US Service Operations, ABB

Table #5 – Leadership Fitness – Moderated by Fred Walkover, Executive Leadership & Personal Development Coach, Crescendo Coaching Group 

Table #6 – Technician Retention Strategies– Moderated by Steve Mays, VP, General Manager & Partner, Reynolds Machinery 

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Dennis Pappas

Former Global Services Director
Advanced Instruments

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Corrie Prunuske

President, Commercial & Industrial Division
CoolSys

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Roy Dockery

Vice President of Service Operations
Flock Safety

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Ken Murdock

Director of US Service Operations
ABB

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Fred Walkover

Executive Leadership & Personal Development Coach
Crescendo Coaching Group

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Steve Mays

General Manager & Partner
Reynolds Machinery

Still have some of your questions unanswered? Come join us for this panel featuring 3-4 experienced service executives from leading companies in different business sectors who will answer your questions about any topic in this unique ask-me-anything open forum. 

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Nick Cribb

President
CFESA and SAM Service Inc.

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Chris Westlake

VP – Life Sciences Technical Services
Genpact

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Shawn LaRocco

Vice President & Global Head - Customer Solutions Business Unit
Olympus

2:50 pm - 2:50 pm Conclusions of event – Thank You and Safe Travels Home