Field Service Palm Springs 2019

April 23 - 26, 2019

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Thursday, April 25, 2019 | Main Conference Day Two: Increasing Revenue With New Service Offerings And Knowing What Your Customer Wants


7:15 am - 8:00 am Breakfast In The Exhibit Hall

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Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:05 am - 8:20 am Chairperson’s Opening Address

David Giannetto - Chief Operating Officer, Astea
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David Giannetto

Chief Operating Officer
Astea

8:20 am - 8:40 am Aligning Your Team’s Compensation To Drive The Right Financial Outcomes

Buddy Saucier - Vice President Service & Security & Fire Operations, Johnson Controls
  • Exploring the benefits and detriments of different compensation plans for all the members of your team
  • Tying bonuses to financial outcomes
  • Determining which compensation plan is most effective for managers, technicians, sales, operations, and administrative support
  • Gaging whether you have achieved success in compensation tied to financial outcomes
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Buddy Saucier

Vice President Service & Security & Fire Operations
Johnson Controls

8:40 am - 9:00 am Diversifying Revenue Streams To Expand Your Service Business

David Troll - Vice President, Smart Home Services, Dish Network
Session details to come soon – stay tuned!
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David Troll

Vice President, Smart Home Services
Dish Network

  • Examining the current state of digital services and opportunities for enhancement
  • How to ensure your services are needed for a wide variety of customers
  • Putting concrete strategies in place to ensure ROI is higher for IoT
  • What conversations need to be had around cybersecurity?
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Dane Taival

Vice President & General Manager
Thermo King Corporation, Ingersoll Rand

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Scott Day

Chief Operating Officer
Mr. David's Flooring International

9:40 am - 10:20 am Early Bird Refreshments & Networking In The Exhibit Hall

9:40 am - 10:20 am Innovation Theatre In The Exhibit Hall

Grab a seat and some popcorn to learn about the latest innovations in service technology and solutions and how they are being leveraged by your peers and competitors. (3 10-minute previews.)

10:20 am - 10:40 am Improving Revenue Generation Through Service Contract Negotiations, Design, And Delivery

Mamali Zarringhalam - Senior Vice President, Engineering Services & Customer Support, Nikon Precision
Session details to come soon – stay tuned!
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Mamali Zarringhalam

Senior Vice President, Engineering Services & Customer Support
Nikon Precision

10:40 am - 11:00 am Transform Field Service For The New Mobile Workforce

Karen Mehal - Vice President, Field Service Lightning, Salesforce Service Cloud
To remain competitive, organizations of all sizes and across industries that have a mobile workforce need to deploy modern and innovative technologies that will empower those employees to deliver incredible end-to-end service experiences. Companies that do this will find themselves best equipped to deliver proactive service and best positioned to meet the demands of increasingly connected consumers whose service expectations rise with every interaction. Join us to learn how you can revolutionize the on-site service experience to empower and elevate your evolving field service workforce, and your service organization, with a complete view of the customer on one connected platform.
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Karen Mehal

Vice President, Field Service Lightning
Salesforce Service Cloud

11:00 am - 11:20 am Using Voice Of The Customer To Drive Service Strategies, Improve The Customer Journey, And Increase NPS

Philip Luccarelli - COO, Lime Energy
  • Exploring the best platforms to identify customer pain points
  • Uncovering high levels of effort to pinpoint areas that will give you greatest ROI
  • Lessons learned and best practices around using Voice of the Customer
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Philip Luccarelli

COO
Lime Energy

11:20 am - 11:40 am Keynote

Speaker and topic to be announced mid-January!

11:40 am - 12:10 pm Coffee & Connecting Break In The Exhibit Hall

11:40 am - 12:10 pm Innovation Theatre In The Exhibit Hall

Grab a seat and some popcorn to learn about the latest innovations in service technology and solutions and how they are being leveraged by your peers and competitors. (2 10-minute previews.)

12:10 pm - 12:30 pm Guest Speaker | The Multi-Year “Customer Rage” Study: The Long-Term Effects When Service Goes Bad

Thomas Hollman - Executive Director, Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Companies are making it easier than ever to buy products and services, but signs point to a continued challenge with providing customer service to customers who have a complaint, jeopardizing repeat business.  The 2017 Customer Rage study shows more than 62 million families experienced at least one problem during the past 12 months, making people frustrated and angry. 

Despite big money spent on customer-service programs, 79 percent of consumers who complained are still not happy with the way their complaints are handled, jeopardizing repeat business. In 2017 customers reported slight improvements in complaint-handling satisfaction, but it’s still a failing grade — putting more than $300 billion dollars of future sales at risk.

This is the eighth Customer Rage Survey since the original was conducted by the White House in 1976. The independent study is conducted by Customer Care Measurement & Consulting (CCMC) in collaboration with the Center for Services Leadership, a research center within the W. P. Carey School of Business at Arizona State University, Confirmit, and Bernett, which interviewed 1,000 respondents by phone. 

The bottom line: Bad customer service is worse than no customer service.
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Thomas Hollman

Executive Director, Center for Services Leadership
W.P. Carey School of Business, Arizona State University

  • Best practices for piloting, implementation, and scale
  • Deciding whether to promote or minimize your use of AR, plus how to get past the “you sent the junior person?” objection
  • Hardware and software selection for your business’ unique needs
  • Determining value and ROI
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John Rygg

Technology Strategist, Hololens R&D Product Owner
Kiewit

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Doug House

Manager, Technical Support
Porsche Cars North America

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Christopher Dann

Director of Ink; Service Manager
Durst Image Technology

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Russ Fadel

Co-Founder & Chief Executive Officer
Augmentir

1:10 pm - 2:10 pm Lunch

Track A:
Optimizing The Field

2:10 pm - 2:20 pm Chairperson’s Opening Address

Track B:
Service Revenue Generation

2:10 pm - 2:20 pm Chairperson’s Opening Address

Track C:
Innovation

2:10 pm - 2:20 pm Chairperson’s Opening Address

2:20 pm - 2:40 pm Streamlining Communications Between Technicians And The Dispatch Center

Tad Drescher - Corporate Manager, Field Services, CableONE
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Tad Drescher

Corporate Manager, Field Services
CableONE

2:20 pm - 2:40 pm Advanced Service Operations

Renee Jordan - Director, Advanced Sales Operations, KLA-Tencor
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Renee Jordan

Director, Advanced Sales Operations
KLA-Tencor

2:20 pm - 2:40 pm Integrating Real-Time Asset Tracking Into Mobile Asset Software For Enterprise Level Visibility

Charles Johnson - Senior Manager, Multi-Vendor Projects, Philips Healthcare
  • Building a combination of asset location + asset life cycle cost + asset utilization + asset IT malware risk
  • Exploring how this technology is being utilized at the enterprise C-Suite level to the technician level
  • Explaining how this comprehensive offering in healthcare can be translated to your industry and organization
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Charles Johnson

Senior Manager, Multi-Vendor Projects
Philips Healthcare

2:40 pm - 3:00 pm Executive Presentation by Dell

2:40 pm - 3:00 pm Monitor, Automate, And Resolve: The Value Of Connected Service In A Digital World

Nikki Narang - Senior Product Manager, ServiceNow
Companies everywhere are putting a premium on customer experience in response to customer demand, along with its direct contribution to revenue growth and increased profitability. Creating an exceptional customer experience can be especially challenging for digitally-enabled services. They require always-on, always-connected customer service and field service, not a lone technician in the field. They generate data useful for complex issue resolution—as long as it gets to the right people at the right time.

Nikki will share how our customers are benefiting from connected service by:

  • Identifying potential issues by intelligently monitoring customers’ products and services
  • Quickly diagnosing and proactively resolving issues
  • Reducing future case and work order volume through analysis and automation
  • Delivering a seamless customer experience from initial contact with customer service to the field service visit to follow-up activities

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Nikki Narang

Senior Product Manager
ServiceNow

2:40 pm - 3:00 pm Executive Presentation by Oracle

  • Ensuring your field technicians feel they are part of a team
  • Making certain your field employees understand the big picture and objectives of your organization
  • Minimizing feelings of isolation and discontentment
  • Retention strategies specifically for remote employees
  • Encouraging employee contribution and satisfaction beyond just getting a paycheck
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Bruce Levitt

President
Levitt-Safety

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Brian Shomber

Senior Field Technical Manager, Global Services
Medtronic

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Patrick Dell

Regional Director, Service
Varian Medical Systems

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Carin Johnson

Director, Field Operations
Dominion Diagnostics

3:00 pm - 3:40 pm Panel | Growing Your Service Business Through Channel Partner Acquisition And Third Party Service

Rick Lowenberg - President, MEI Steven Zannos - Senior Director, Service Delivery, Electrolux Mike Cramer - Director, Partner Business, QIAGEN
  • The Pacman approach: Eat or be eaten
  • Identifying potential acquisition opportunities
  • Developing a joint service business relationship so that when they want to sell, you can opt in or opt out
  • No exit strategy or succession plan? No problem. How to manage obstacles along the path to acquisition 
  • Building your third party service business to support growth
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Rick Lowenberg

President
MEI

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Steven Zannos

Senior Director, Service Delivery
Electrolux

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Mike Cramer

Director, Partner Business
QIAGEN

3:00 pm - 3:40 pm Panel | Driving Safety Initiatives Throughout Your Service Business

Dan Lambert - Director, System Engineering, Lytx
  • Determining whether to monitor safety and efficiency with a telematics solution
  • Protecting traveling technicians from the dangers of your industry
  • How to build a culture that embraces safety
  • What other tools can support safety within your organization

Dan Lambert

Director, System Engineering
Lytx

3:40 pm - 4:00 pm A Comprehensive Approach To Manpower Forecast And Management

Ed McMurray - VP of Field Operations, Tokyo Electron Americas
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Ed McMurray

VP of Field Operations
Tokyo Electron Americas

3:40 pm - 4:00 pm Monetizing Services That Were Free Before

Tim Stanley - Director, Service & Solutions, Midmark
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Tim Stanley

Director, Service & Solutions
Midmark

3:40 pm - 4:00 pm The Next-Generation Of Knowledge-Based Self Service And Support

Dario Samarzija - Technical Support Team Lead, EMEA, Alfresco
  • Using a knowledge management system to suggest solutions in customer support
  • Using engineer knowledge to create data for a knowledge-based system
  • Best practices for creating usable content
  • Establishing KPIs for your new system
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Dario Samarzija

Technical Support Team Lead, EMEA
Alfresco

4:00 pm - 4:10 pm Innovation Spotlight

4:00 pm - 4:10 pm Innovation Spotlight

4:00 pm - 4:10 pm Innovation Spotlight

4:10 pm - 4:55 pm Chocolate & Chill Refreshment & Networking Break In The Exhibit Hall

4:55 pm - 5:15 pm Personal Time

By taking a few minutes of down-time, you’ll ensure longer up-time later. Use your “me-time” to digest and put an action plan in place to implement the great ideas you’ve heard so far, respond to urgent business needs, or simply take a breather to ensure you are fresh later in the day.

5:15 pm - 6:15 pm Beer-Tasting Toolbox Talks

Greg Fisher - Senior Vice President, Service & Parts Sales, Bunn-O-Matic Steve Mays - General Manager & Partner, Reynolds Machinery Justin Rydzewski - Director, Sales & Market Development, Controls Service Clifford Gardner - Area Service Manager, NAS, Field Service & Support, Fresenius Kabi Jack McCabe - Vice President & General Manager, Utility Vegetation Management Solutions, Davey Resource Group Matthew Rust - Head of Service Performance Management, Global Service, Mettler-Toledo Tim Spencer - Senior Vice President & General Manager, Service Operations, Bunn-O-Matic Scott Tarran - Director, Service Operations, Bruker AXS Mike Torpey - Global Director, Ortho Care Service Applications, Ortho Clinical Diagnostics James Joyner - Vice President – Global Operational Excellence, Astec Industries, Inc. Jon Kent - Corporate Manager Field Service and Mobility, Cox Communications Angela Hunter - Manager, Technical Support, bioMérieux Bob Korman - Center of Capabilities and Agility Manager, bioMérieux Brad Barros - Service Manager, Canada, Fairbanks Morse Engine Cara Fuller - Senior Director, Global Support Delivery, WEC Energy Group Michael Lynn - Director, Customer Support Operations, Automated Packaging Systems Eric Paulik - Director, Global Field and Customer Service, Philips Reeve Bunn - President, DSL Ltd. Hart Levine - CEO, Hart Enterprises Daniel Przislicki - Vice President, Service Support Operations, Canon Solutions America Brian Heaton - Senior Manager, Field Service, Omnicell Rodger Smelcer - Vice President, United Service Technologies Mike Klehr - Senior Vice President, Field Operations, MEI Russ Jensen - Director, 311 & 211, City Of Knoxville R. Steven Tungate - VP/GM, Service, Supply Chain and Innovation, Toshiba America Business Solutions Scott Day - Chief Operating Officer, Mr. David's Flooring International Mark Crook - Vice President, Energy Services, HomeServe USA Charles M. Byrd - Director of Operations Implementation, and LRL Support, Roche Diagnostics
Choose 2, 30 minutes each.

1. Voice Of The Customer: Getting A True Sample From Your Entire Base
Greg Fisher, SVP of Service & Parts Sales, Bunn-O-Matic

2. Brain Drain: Transferring Knowledge From Your Senior Techs
Steve Mays, General Manager & Partner, Reynolds Machinery 

3. Training Your Field Staff To Provide Additional Customer Value
Justin Rydzewski, Director, Sales & Market Development, Controls Service

4. Sustaining And Improving Service Delivery Quality And Employee Engagement During Times Of Increased Demand
Clifford T. Gardner, Jr., Area Service Manager, NAS, Field Service & Support, Fresenius Kabi

5. Employee Engagement Strategies For Safer, Quality-Driven Culture
Jack McCabe, VP and General Manager, Utility Vegetation Management Solutions, Davey Resource Group

6. Data-Driven Decision Making
Matthew Rust, Head of Service Performance Management, Global Service, Mettler-Toledo

7. Avoiding Costly Mistakes When Implementing A New Augmented Reality Support Program
Tim Spencer, SVP and GM Service Operations, BUNN

8. Helping Customers Help Themselves With The Right Digital Tools
Scott Tarran, Director, Service Operations / RSO, Bruker AXS

9. Establishing The Most Important Metrics To Be A World Class Service Organization
Mike Torpey, Global Director Ortho Care Service Applications, Ortho Clinical Diagnostics

10. Demand Forecasting And Capacity Planning Best Practices
James M Joyner, VP Global Operational Excellence, Astec Industries

11. Application And Device Security: What Is The Best Solution And How Is Your Security Team Changing Your Field Tech’s User Experience?
Jon Kent, Manager, Corp Field Service Mobility, Cox Communications

12. Optimizing Call Center And Field Service Teams On Work That Can Be Completed Either Remotely Or Onsite
Angela Hunter, Technical Support Manager, bioMerieux
Bob Korman, Center of Capabilities and Agility Manager, bioMerieux

13. Making Safety A Priority To Protect Your Traveling Technicians
Brad Barros, Service Manager, Canada, Fairbanks Morse Engine

14. Workplace Injury Prevention: Tactics for The Aging Workforce
Cara Fuller, Director - Customer Operations Support, WEC Energy Group

15. Why The Next 5 Years In Field Service Won’t Be Like The Past 5 Years
Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems

16. Lessons Learned From Successful Acquisitions
Eric Paulik, Director Global Field and Customer Service, Philips

17. Taking The Plunge: Making The Case For New Tech To Get Your Service Organization In Fighting Shape
Reeve Bunn, President, DSL Ltd.
Hart Levine, CFO, DSL Ltd.

18. Optimizing Call Center Procedures To Create A Better & Efficient Customer Experience
Daniel M. Przislicki, VP Service Support Operations, Canon Solutions America 

19. Meeting Customer Intimacy Goals With Enhanced Service Operations
Brian Heaton, Senior Manager Field Service, Omnicell

20. Using Artificial Intelligence To Predict The Probability Of Parts Fixes
Rodger Smelcer, VP, United Service Technologies

21. Strategic Expansion Of Your Service Business Through Acquisitions
Mike Klehr, SVP Field Operations, MEI

22. Taking Into Account “Digital Diversity” When Establishing Self Service Initiatives
Russ Jensen, Director 311 & 211, City of Knoxville

23. Overcoming Challenges When Supplementing Internal Technician Resources With External Workforce Service Partners
R. Steven Tungate, VP/GM, Service, SCM and Innovation, Toshiba America Business Solutions

24. Change Management Best Practices
Scott E. Day, COO, Mr. David’s Flooring International

25. Differentiating Yourself From The Competition With Process And Technology Enhancements
Mark Crook, VP Energy Services, HomeServe USA

26. Shifting Support Models As Customer Needs Evolve
Charles M. Byrd, Director of Implementation and LRL Support, Roche Diagnostics

27. TBD
David D. Douglas, VP Service Management, Scientific Games

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Greg Fisher

Senior Vice President, Service & Parts Sales
Bunn-O-Matic

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Steve Mays

General Manager & Partner
Reynolds Machinery

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Justin Rydzewski

Director, Sales & Market Development
Controls Service

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Clifford Gardner

Area Service Manager, NAS, Field Service & Support
Fresenius Kabi

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Jack McCabe

Vice President & General Manager, Utility Vegetation Management Solutions
Davey Resource Group

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Matthew Rust

Head of Service Performance Management, Global Service
Mettler-Toledo

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Tim Spencer

Senior Vice President & General Manager, Service Operations
Bunn-O-Matic

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Scott Tarran

Director, Service Operations
Bruker AXS

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Mike Torpey

Global Director, Ortho Care Service Applications
Ortho Clinical Diagnostics

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James Joyner

Vice President – Global Operational Excellence
Astec Industries, Inc.

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Jon Kent

Corporate Manager Field Service and Mobility
Cox Communications

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Angela Hunter

Manager, Technical Support
bioMérieux

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Bob Korman

Center of Capabilities and Agility Manager
bioMérieux

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Brad Barros

Service Manager, Canada
Fairbanks Morse Engine

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Cara Fuller

Senior Director, Global Support Delivery
WEC Energy Group

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Michael Lynn

Director, Customer Support Operations
Automated Packaging Systems

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Eric Paulik

Director, Global Field and Customer Service
Philips

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Reeve Bunn

President
DSL Ltd.

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Hart Levine

CEO
Hart Enterprises

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Daniel Przislicki

Vice President, Service Support Operations
Canon Solutions America

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Brian Heaton

Senior Manager, Field Service
Omnicell

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Rodger Smelcer

Vice President
United Service Technologies

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Mike Klehr

Senior Vice President, Field Operations
MEI

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Russ Jensen

Director, 311 & 211
City Of Knoxville

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R. Steven Tungate

VP/GM, Service, Supply Chain and Innovation
Toshiba America Business Solutions

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Scott Day

Chief Operating Officer
Mr. David's Flooring International

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Mark Crook

Vice President, Energy Services
HomeServe USA

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Charles M. Byrd

Director of Operations Implementation, and LRL Support
Roche Diagnostics

6:15 pm - 7:15 pm Old Hollywood Glam Reception

7:15 pm - 7:15 pm Conclusion Of Main Day Two