Field Service Palm Springs 2019

April 23 - 26, 2019

JW Marriott Palm Desert Resort & Spa, CA


Tuesday, April 23, 2019 | Deep-Dive Workshop Day: The People, Processes, And Technology To Remain Competitive In Tomorrow’s Evolving Service Environment

7:00 am - 8:00 am Registration & Breakfast


Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:10 am - 8:25 am Chairperson’s Opening Remarks

Marne Martin - President, Service Management Business Unit, IFS

Marne Martin

President, Service Management Business Unit

8:25 am - 8:45 am Using Big Data And IoT To Wow Your Customers

Scott Spehar - General Manager/Vice President, Service Sales & Operations, NCR
How are you injecting the “wow factor” in your organization? It’s a major competitive differentiator and the way for you to stay one step ahead of your competition. Learn how to capture the hearts and minds of your customers using big data and IoT – no matter where you are at on the IoT journey!

Scott Spehar

General Manager/Vice President, Service Sales & Operations

  • Defining artificial intelligence, machine learning, and cognitive systems
  • Exploring how service organizations are currently using AI from schedule optimization to client specific SLAs
  • What’s the potential for the future and what steps should service organizations take so they don’t fall behind their competition?
  • Determining the right technology providers to support your AI strategy

John Regan Jr.

Vice President, Technical Field Services – Southwest Region


Andrew Kovach

VP US Life Cycle Services


David Bishop

Director, Service Operations
Johnson Controls


Mark Hessinger

Vice President, Global Customer Services
3D Systems

9:25 am - 9:45 am Implementing Effective Remote Expertise | The Real Value of Augmented Reality

Forward-thinking service organizations are incorporating Augmented Reality solutions into their service delivery processes.

Becton Dickinson, a global medical technology company is using Augmented Reality to reduced costs, improve fix rates, cost-effectively train new hires, decrease time to resolution and deliver better customer experiences.

Service organization speaker TBC

9:45 am - 10:05 am Service Sales Culture: Driving Customer Outcomes As A Part Of A Customer-Centric Business

Scott Moore - Managing Director, HVAC North America Field Service, Carrier Corporation
With responsibility for the overall leadership, strategic direction and operating performance of the Carrier Commercial Service and Carrier Rentals businesses in North America, Scott has focused on culture and customer-centricity. Learn how your culture can shift to better support customer-driven outcomes.

Scott Moore

Managing Director, HVAC North America Field Service
Carrier Corporation


David Van Dorselaer

General Manager, Industry Solutions - Manufacturing
AT&T Business Solutions

10:25 am - 10:45 am Refreshment & Networking Break

10:45 am - 11:45 am Workshop A | Recent Advances In Conditioned Based Maintenance & Prognostic Health Management

Vasiliy Krivtsov - Director of Reliability Analytics, The Ford Motor Company
This workshop will explore the “next phase” of Condition Based Maintenance, which now includes the use of the Cloud-Based Degradation Analysis for the purposes of Prognostic Health Management.

Vasiliy Krivtsov

Director of Reliability Analytics
The Ford Motor Company

  • Establishing both long and short-term recruiting strategies to fill the labor shortage
  • Apprenticeship programs: How to get the quantity into a quality program?

Brian E Uhlenhake

Department Head, Global Service Excellence


Tiffany Curry

North American Dealer Human Resources Consultant

10:45 am - 11:45 am Workshop C | ABB’s Collaborative Operations Center For Faster Resolution

Jim Crowl - US Country Service Manager, ABB
  • Connecting customers and centers of excellence across the globe
  • Monitoring products to achieve maximum output
  • Value selling: How is this offering different than what they had before?
  • Establishing physical space requirements, systems, and equipment that needs to be invested in

Jim Crowl

US Country Service Manager

10:45 am - 11:45 am Workshop D | Optimizing Global Depot Service Operations

Greg McCormick - Business Architect Lead, Stryker
  • Identifying metrics to hit for optimization
  • Building a repair center that is operationally efficient
  • Shipping and receiving loaners effectively
  • Operational best practices to support your global strategy

Greg McCormick

Business Architect Lead

11:45 am - 12:45 pm Workshop E | TBD By Salesforce

11:45 am - 12:45 pm Workshop F | Learn How Hydromax Built Over 150 Mobile Apps By Standardizing On A Low Code Platform

Lonny Oswalt - CEO, MobileFrame


Lonny Oswalt


11:45 am - 12:45 pm Workshop G | Transform Your Field Service Strategy Utilizing Your Team's Knowledge And AR

David Nedohin - President, ScopeAR

David Nedohin


11:45 am - 12:45 pm Workshop H | TBD by ServiceMax

12:45 pm - 1:40 pm Lunch

12:45 pm - 1:40 pm Private Wine-Tasting Lunch For Group Raffle Winner

Register 5 or more members of your team and be entered into a raffle to win this Private Wine-Tasting Lunch with your entire group!

1:40 pm - 2:40 pm Workshop I | Leveraging IoT And Big Data For Preemptive Service And Business Models Built On Selling Customer Business Outcomes

John DuBay - Trane Building Services - Digital Strategies, Ingersoll Rand

John DuBay

Trane Building Services - Digital Strategies
Ingersoll Rand


Robert Gillette

Director of Product Support


Bob Latvis

Vice President, Field Services (Formerly)
Cox Communications and Comcast/NBCUniversal


Byron Clark

Regional Vice President – North America


Charles Hughes

Vice President, Field Services

1:40 – 2:10pm
The Impact Of Augmented Reality On Customer Success Models
Eduardo Bonefont, VP Life Science, Technical Service, BD

2:10 – 2:40pm
Building An Augmented Reality App For Your Techs And Customers
Sam Hampton, VP Marketing & Data, Carter Machinery

Eduardo Bonefont

Vice President, Life Science, Technical Service


Sam Hampton

Vice President, Marketing & Data
Carter Machinery

1:40 pm - 2:40 pm Workshop L | Meet The 2019 Field Service Awards Finalists Part 1

  • Category 1: Best Service & Support Strategy Team Implementation

  • Category 2: Most Effective Technology Deployment To Increase Service Levels

Moderated by the Field Service Advisory Board

2:40 pm - 3:40 pm Workshop M | The Field Service Story - A Choose Your Own Adventure Workshop

Andrea Bach - Senior Solutions Consultant, Trimble
For most field service organizations every day is a dynamic adventure with risk and opportunity at every turn. Throughout the field service workflow there are decisions being made; by customer service reps, the technician, the finance team, even the customer themselves. Each of these decisions has the potential to propel a customer to a delightful end or alternatively, take a left turn into a maze of exceptions that result in a negative experience for both the customer and the business. In our interactive workshop we will:

  • Explore the critical field service decision points
  • Discuss solutions for mitigating risk at those decision points
  • Present customer case studies showing results of our implemented solutions

Andrea Bach

Senior Solutions Consultant

2:40 pm - 3:40 pm Workshop N | Preparing After-Sales Service For Servitization

Erik Lindholm - Head of Product Strategy, Syncron
Manufacturers today are on a journey that involves the redefinition of after-sales service – an evolution from reactive, break-fix service models to a new paradigm focused on maximizing product uptime. This shift is critical in the servitization-centered economy, where brands are selling outputs products deliver opposed to products themselves. But, what should manufacturers do to make this shift a reality and just how long will it take? 

Join Syncron in this interactive workshop to discuss the product uptime maturity curve, learning where manufacturers are today and where they are going. The workshop will also cover: 

  • Training and equipping employees and field service teams to support this new business model 
  • Technology and resource requirements to support a subscription-based business 
  • The criteria that define an organization focused on maximized product uptime 
  • Tactical steps and details on how after-sales service organizations should look in the next five, 10 and 15 years

Erik Lindholm

Head of Product Strategy

2:40 pm - 3:40 pm Workshop O | Drive Higher Customer Success & Experiences With AR, IoT And Wearables

Jereme Pitts - Chief Operating Officer, Librestream
As service models shift and customer expectations change, organizations are investing in digital transformation initiatives such as Augmented Reality and IoT applications. Join this workshop to learn how you can drive your customers’ success and enhance their service experiences using AR and IoT on smart devices and wearables such as RealWear HMT-1 and Hololens. Workshop highlights include:

  • Best practices for customer success and experiences
  • Live showcase of top AR & IoT applications: 
  • Digital Work Instructions 
  • Remote Expertise
  • IoT Data Overlay
  • Real-world success stories 
  • How to build the business case

Jereme Pitts

Chief Operating Officer

2:40 pm - 3:40 pm Workshop P | TBD by Entercoms

3:40 pm - 4:00 pm Networking & Refreshment Break

4:00 pm - 5:00 pm Workshop Q | TBD by Microsoft

4:00 pm - 5:00 pm Workshop R | Techtalk: Fast And Easy Custom Mobile Apps; Fact Or Fiction? Learn How Three Global Brands Made The Leap

Alvaro Pombo - Chief Executive Officer, ProntoForms
  • It’s 2019, but the majority of service apps are expensive, rigid and difficult to maintain, non-contextual, and clumsy to use. Why?
  • Your service software provider is happy to move your data from point A to B, but no-code workflows can now set your data free
  • See how IT and service leaders are adopting no-/low-code platforms to expedite delivery of custom apps to a mobile hungry workforce
  • Learn how three global brands deployed no-/low-code platform to build integrated and customized mobile apps with powerful results

Alvaro Pombo

Chief Executive Officer

4:00 pm - 5:00 pm Workshop S | Natural Language Processing And AI In Customer Success

  • How is language processing currently being used in service and support?
  • When will we see this pick up and be more mainstream?
  • Picking up their words and sentences as you type and offering solutions in the moment
  • What to do today to make way for this in your organization

4:00 pm - 5:00 pm Workshop T | Taking The Plunge: Making The Case For New Tech To Get Your Service Organization In Fighting Shape

  • Evaluating your tech standing – How does it currently stack up with your peers?
  • Getting buy-in from all facets of the organization, from corporate heads to field techs
  • Building the right team to ensure all departments will benefit from these new solutions in discussions
  • Implementing a timeline for evaluation of partnerships

5:00 pm - 6:00 pm Workshop U | Move Past Confusion And Indecision To Get Out Of Pilot Purgatory: A Practical Approach To The Deployment Of Industrial IoT

Greg Lush - Vice President, Innovation, EMCOR Service Mesa Energy Systems
Deployment of IIoT seems to be an area of great confusion for many. The number of offerings has crippled the decision-making process and placed many in “pilot purgatory.” Emcor’s approach suggests defining the requirements as very narrow and approaching the design through mechanisms you will be walked through in this workshop. The session will range from a quick review of the approach to working with you in small groups to understand and develop your own use cases.

Greg Lush

Vice President, Innovation
EMCOR Service Mesa Energy Systems

5:00 pm - 6:00 pm Workshop V | Preparing Technicians For Effective Communication

David McCoy - Director, Technical Service, Ariel Corporation
AKA “Talking To A Person, The Last Resort”

David’s focus and love is training and preparing humans to help other humans in direct interactions and conversations. You’ll learn easy-to-implement techniques to help your technicians interact more effectively with your customers.

David McCoy

Director, Technical Service
Ariel Corporation

A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries, including:

1. Utilities
Raul Aguirre, Director of Service, Coachella Valley Water District

2. HVAC & Plumbing
Frank Steinocher, CIO, Shumate Mechanical

3. Medical Device
Wendell Raddatz, VP of Customer Experience, Enterprise Operations & National Accounts, Hologic

4. Third Party Service
Nicolas Viens, Executive Director, Service, Bell & Howell

Raul Aguirre

Director of Service
Coachella Valley Water District


Frank Steinocher

Shumate Mechanical


Wendell Raddatz

Vice Presdient, Customer Experience - Enterprise Operations & National Accounts

Nicolas Viens

Executive Director, Service
Bell & Howell

5:00 pm - 6:00 pm Workshop X | Meet The 2019 Field Service Awards Finalists Part 2

  • Category 3: Most Innovative Approach To Service Delivery

Moderated by the Field Service Advisory Board

6:00 pm - 7:30 pm Biergarten Party

Hosted by
PowerObjects, an HCL Company

Experience gemütlichkeit (the German word for the feeling of warmth and good cheer) as you travel to an authentic Bavarian beer hall for food, fun, and, of course, plenty of beer!

7:30 pm - 7:30 pm Conclusion Of Workshop Day


Michele Waugh

Customer Service Manager, US & Canada - Global Services


Laurie Battaglia

CEO and Workplace Strategist
Aligned at Work®