Field Service Palm Springs 2024
May 06 - 08, 2024
JW Marriott Desert Springs, Palm Springs, CA
Tuesday, April 23, 2019 | Deep-Dive Workshop Day: The People, Processes, And Technology To Remain Competitive In Tomorrow’s Evolving Service Environment
Monday, April 22, 2019 | Pre-Conference Kick-Off: Registration & Networking
Tuesday, April 23, 2019 | Deep-Dive Workshop Day: The People, Processes, And Technology To Remain Competitive In Tomorrow’s Evolving Service Environment
Wednesday, April 24, 2019 | Main Conference Day One: Leveraging IoT, Big Data, and AI To Move Towards Preemptive Service And Achieve Customer Business Outcomes
Thursday, April 25, 2019 | Main Conference Day Two: Increasing Revenue With New Service Offerings And Knowing What Your Customer Wants
Friday, April 26, 2019 | Service Organizations-Only Interactive Roundtable Focus Day: Put Your New Ideas Into Action!
7:00 am - 8:00 am
Registration & Breakfast
8:00 am - 8:10 am
Welcome Remarks & Ice Breaker
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
8:25 am - 8:45 am
Smart Elevators And Escalators Are Here: Impact Of IoT And Sensor Technology On A Global Service-Based Business
Jeff Blum -
SVP Western Region,
KONE
8:45 am - 9:25 am
Panel | Taking The Necessary Steps Today To Leverage AI & Machine Learning Tomorrow
John Regan Jr. -
Vice President, Technical Field Services – Southwest Region,
AT&T
Andrew Kovach -
VP US Life Cycle Services,
ABB
David Bishop -
Director, Service Operations,
Johnson Controls
Mark Hessinger -
Vice President, Global Customer Services,
3D Systems
Manas Pattanaik -
Managing Director,
PwC
Walker Fenton -
SVP of Product,
TrackVia
- 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
9:30 am - 9:50 am
Changing The Paradigm Of Customer Service
Marc Robitzkat -
Global Director of Marketing Technology,
Diversey
9:50 am - 10:10 am
Service Sales Culture: Driving Customer Outcomes As A Part Of A Customer-Centric Business
Terry Vanecek -
North America Associate Director of Product Management,
Carrier Commercial Services
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.
Terry Vanecek
North America Associate Director of Product ManagementCarrier Commercial Services
10:10 am - 10:30 am
Is Your Field Service Ready For Constant Change?
Hari Subramanian -
Founder & CEO,
Turbo Systems
10:30 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 CompanyThis 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.
10:45 am - 11:45 am Workshop B | Strategic Talent Acquisition For The Short And Long Game
Tiffany Curry - North American Dealer Human Resources Consultant, Caterpillar- Establishing both long and short-term recruiting strategies to fill the labor shortage
- Apprenticeship programs: How to get the quantity into a quality program?
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
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
11:45 am - 12:45 pm Workshop E | 3 Ways To Differentiate And Grow Your Field Service Business
Karen Mehal - Vice President, Field Service Lightning, Salesforce Service CloudWith rising customer expectations, companies are increasingly looking to customer service as a way to differentiate in a competitive market. In that service world, field service has quickly become an essential area for digital transformation to help businesses differentiate and elevate their brands. These businesses need a connected, intelligent field service platform that empowers their back-office and front-line mobile employees to deliver elevated service. Join Karen Mehal, VP at Salesforce, as she shares the 3 ways to differentiate and grow your field service operation to exceed customer expectations.
11:45 am - 12:45 pm Workshop F | Over 150 Mobile Apps Deployed! Learn How Hydromax Digitized Their Enterprise
Lonny Oswalt - CEO, MobileFrame David Stiger - Director of Gas Solutions, Hydromax USAJoin our Digitize Your Enterprise Workshop to learn how Hydromax USA, one of North America’s premiere professional service firms digitized their entire field force using MobileFrame’s mobile application development platform. Hydromax specializes in data collection in support of locating and assessing the condition of the country’s aging water, wastewater and natural gas conveyance systems. David Stiger, Director of Gas Solutions for Hydromax’s Digital Automation Project, will discuss how they were able to transform their entire data collection process from paper and spreadsheets to stunning pixel perfect mobile apps that are customized for every job. Here’s just some of the apps they deployed:
•Asset Tracking
•Dispatch and Scheduling
•Work Orders
•Preventative Maintenance Checklist
•Resource Planning
•Progress Tracking
•Inspections
•Inventory Management
•Job Orders
•Material Management
•Web Portals
11:45 am - 12:45 pm Workshop G | Transform Your Field Service Strategy Utilizing Your Team's Knowledge And AR
David Nedohin - President, Scope AR
11:45 am - 12:45 pm Workshop H | Great Tools + Poor Adoption = Poor Results. Navigating Adoption Challenges For Today’s Service Tools
Sumair Dutta - Industry Analyst & Director, Global Customer Transformation, ServiceMax
12:45 pm - 1:45 pm Lunch
12:45 pm - 2:40 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!
1:45 pm - 2:45 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
1:45 pm - 2:45 pm Workshop J | Panel: Hearing The True Voice Of The Customer To Implement Service Strategies And Customer Success Models That Actually Make A Difference
Robert Gillette - VP of Customer Support, STULZ USA Bob Latvis - Vice President, Field Services (Formerly), Cox Communications and Comcast/NBCUniversal Charles Hughes - Vice President, Field Services, Acuative David Lamb - Customer Success Executive, Americas, Cisco Hannah Davies - Director of Service Operations, KCI, An Acelity Company Steven Zannos - Senior Director, Service Delivery, Electrolux
Bob Latvis
Vice President, Field Services (Formerly)Cox Communications and Comcast/NBCUniversal
1:45 pm - 2:15 pm Workshop K | Augmented Reality Deep Dive
Sam Hampton - Vice President, Marketing & Data, Carter Machinery Kristen Weaver - Associate Director for Life Sciences Service Technology, BD1:40 – 2:15pm
The Impact Of Augmented Reality On Customer Success Models
Kristen Weaver, Associate Director for Life Sciences Service Technology, BD
2:15 – 2:45pm
Building An Augmented Reality App For Your Techs And Customers
Sam Hampton, VP Marketing & Data, Carter Machinery
1:45 pm - 2:45 pm Workshop L | Meet The 2019 Field Service Awards Finalists Part 1
Category 1: Best Service & Support Strategy Team Implementation
• Smart Care Equipment Solutions, Christopher Buschmann, VP Information Technology
• Duke Energy Renewables, Tony Morelli, Large Corrective Manager
• LaserStar Technologies, Greg Anderson, GM Fiber Laser Systems Division
Category 2: Most Effective Technology Deployment To Increase Service Levels
• Boston Scientific, Eric Prager, East Zone Solutions & Partnerships
• Stanley Black & Decker, Kate Murray, Global Supply Chain Manager
• John Deere, Jeremy Goebel, Aftermarket Product and Stakeholder Manager
Moderated by the Field Service Advisory Board
2:45 pm - 3:45 pm Workshop M | The Field Service Story - A Choose Your Own Adventure Workshop
Brant Carter - Strategic Marketing Director, Trimble FSMFor 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
2:45 pm - 3:45 pm Workshop N | Preparing After-Sales Service For Servitization
Erik Lindholm - Head of Product Strategy, SyncronManufacturers 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
2:45 pm - 3:45 pm Workshop O | Drive Higher Customer Success & Experiences With AR, IoT And Wearables
Jereme Pitts - Chief Operating Officer, Librestream Edgar J. Gonzalez - Region Manager, Product Support, CNH Industrial, Case Construction Equipment Mark Norman - AM Systems/Services Development Manager, National Oilwell Varco Corey Kettner - Director of Connected Asset Services, Ziegler CATAs 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
Edgar J. Gonzalez
Region Manager, Product SupportCNH Industrial, Case Construction Equipment
2:45 pm - 3:45 pm Workshop P | The Journey From Reactive To Predictive Operations – A Case Study
Justin Simpson - Senior Manager of NAR Service Supply Chain and Global Reverse Logistics, Avaya Rohit Joshi - SVP Supply Chain Transformation, EntercomsThis session will feature an Entercoms’ customer journey and the challenges they had to overcome to move from being reactive to predictive in their supply chain operations.
Justin Simpson
Senior Manager of NAR Service Supply Chain and Global Reverse LogisticsAvaya
3:45 pm - 4:00 pm
Networking & Refreshment Break
4:00 pm - 5:00 pm Workshop Q | Hands-On Lab Demonstrating Remote Device Connectivity For Predictive Monitoring, Remote Diagnostics And Improved Field Service Response
Clayton Fernandez - Global Director, Internet of Things, MicrosoftWe have all heard the potential about IoT and its ability to transform businesses. But how do we move from hype to delivering tangible and meaningful business value? How do you easily connect, monitor and manage your manufacturing assets at scale? First, see a fully connected industry solution demo in action to set the stage for the power of IoT. You will learn how this can optimize service and empower field service techs to reduce service costs, decrease downtime, and improve customer satisfaction. To help you explore these scenarios, we will show you how to get started with remote monitoring. First 50 attendees will receive a MX chip to connect to Azure IoT
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 Michael Queen - Area Service Director, East, Luminex Patrick Foley - Senior Manager, Service Technologies, Innovation & Strategies, North America, JCI Lubor Ptacek - Senior Vice President, Product Marketing, ServiceMax- 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 low-code workflows can now set your data free
- See how IT and service leaders are adopting low-code platforms to expedite delivery of custom apps to a mobile hungry workforce
- Learn how three global brands deployed low-code platform to build integrated and customized mobile apps with powerful results
Michael Queen
Area Service Director, EastLuminex
Patrick Foley
Senior Manager, Service Technologies, Innovation & Strategies, North AmericaJCI
4:00 pm - 5:00 pm Workshop S | Group Solutions To Overcome The Top 10 Challenges In Field Services
Sebastian Loeb - Senior Product Manager, Honeywell Connected WorkerDiscussion on the top challenges that organizations with Field Service offerings are faced with on a day to day basis. The discussion will begin with the findings from a global research project conducted by Honeywell and end with a group discussion on how some of those challenges might be overcome given unlimited resources. This will be a group discussion and participants will be tasked with presenting their issues and suggestions.
Sebastian Loeb
Senior Product ManagerHoneywell Connected Worker
4:00 pm - 5:00 pm Workshop T | Generate An ROI Business Case For Wearable Smart Glasses At Your Business
Sanjay Jhawar - Co-founder, President and Chief Product Officer, RealWear• Calculate an ROI based on your company's unique business case
• Hear recent case studies with ROI data from enterprises focused on worker safety and productivity that have deployed HMT-1 hands free wearable computers
• Collaborate with attendees to determine impactful use cases
• Learn how to remove roadblocks to safely deploy HMT-1s and other wearables
Sanjay Jhawar
Co-founder, President and Chief Product OfficerRealWear
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 SystemsDeployment 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.
5:00 pm - 6:00 pm Workshop V | Preparing Technicians For Effective Communication
David McCoy - Director, Technical Service, Ariel CorporationAKA “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.
5:00 pm - 6:00 pm Workshop W | Industry Board Rooms
Frank Steinocher - CIO, Shumate Mechanical Nicolas Viens - Executive Director, Service, Bell & HowellA 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. Third Party Service
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
• SquareTrade (An Allstate Company), Prateek Singhal, Director Strategy and Operations
• CNH Industrial, Case Construction Equipment, Edgar J. Gonzalez, Region Manager, Product Support
• Ricoh USA, Edward Krzysik, Director Services Program
Moderated by the Field Service Advisory Board
6:00 pm - 7:30 pm
Biergarten Party
Hosted by
Dell
PowerObjects, an HCL Company
ProntoForms
ThirdEye
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!
