Field Service USA 2018

April 17 - 20, 2018

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Day One - Wednesday, April 18, 2018: Moving Towards An XaaS Business Model And Autonomous Services By Leveraging Innovation

7:00 am - 8:00 am Registration & Breakfast In The Exhibit Hall

Our exhibitors have been handpicked to ensure you have the best selection of services and technologies to advance your service operations – you’ll meet and demo over 60 solution providers in one place! Plus, with virtual realty games, cash prizes, specialty coffees and cocktails, ways to recharge, and so much more, you’ll find it hard to leave the Exhibit Hall.

8:00 am - 8:10 am Welcome Remarks & Ice Breaker

Sara Mueller, Portfolio Director, Program Development,Field Service Events
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Sara Mueller

Portfolio Director, Program Development
Field Service Events

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

Gary Brooks, Chief Marketing Officer,Syncron
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Gary Brooks

Chief Marketing Officer
Syncron

8:25 am - 8:45 am Fireside Chat: Vision From The C-Suite

Zach McGuire, Group President,MasTec
As Group President of MasTec Advanced Technologies, Zach McGuire leads one of the largest installation and fulfillment services companies in the country, serving millions of customers per year on behalf of the nation’s most recognizable brands. Zach’s depth of experience within the telecommunications industry and passion for leading high performing teams have been paramount in forging the continued success of the division. From how service plays into competitive tactics to macro-level business trends, this interview will leave you chock-full of ideas on how to shape your future service and business strategy.
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Zach McGuire

Group President
MasTec

8:45 am - 9:05 am Evolving Your Net Promoter System To Improve Service From Care Agents

Kimberly Cooks, Vice President, Service Delivery & Customer Care,Comcast Business
Kimberly will explain how Comcast rolled out a new customer survey as part of an evolved net promoter system. Learn what happens when customers are called back and the feedback that’s generated from these calls. Then find out how agents interpret and use the feedback and scores to improve customer service.
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Kimberly Cooks

Vice President, Service Delivery & Customer Care
Comcast Business

  • Creating order from the overwhelming. Psst… connected data analytics doesn’t have to feel like solving world peace!
  • Ensuring you have accurate, clean data to start with and determining the best ways to analyze your connected data
  • Exploring possibilities to provide better service and increase revenue by using your data effectively
  • Understanding your customers’ business better and anticipating their needs
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R. Steven Tungate

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

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Steve Norgaard

VP Global Field Service Operations, DUV
Cymer (an ASML company)

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Manas Pattanaik

Managing Director, Energy Services
PwC

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Steve Wellen

Chief Executive Officer
FieldAware

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Gillian Wright

Chief HR and Administrative Officer
Southern California Gas Company

9:50 am - 10:00 am Help Huddle: Service Business Model Transformation

Quick 10-minute ice breakers peppered throughout the conference. You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the most important topics of the conference.

10:00 am - 10:40 am Sweet & Savory Refreshment & Networking Break In The Exhibit Hall

10:40 am - 11:00 am How To Improve Service Delivery With Predictive Field Service

Paul Whitelam, Senior Vice President, Marketing,ClickSoftware
The most effective field service organizations know how to balance competing priorities, business objectives, customer experience, and the inevitable emergency and make it look easy. They do this by making the most of available resources and learning from every interaction to better anticipate what’s next. 
 
ClickSoftware’s Paul Whitelam and a ClickSoftware customer will discuss the need for Predictive Field Service and how true field service optimization can get smarter with every job done. You’ll learn:
 
  • Which components of service delivery can be predictive
  • Why historical data is not enough to improve future performance
  • How automation ensures service agility and anticipates the unexpected
  • What AI-driven optimization did for the customer’s business goals
 
Join us for this can’t-miss session and learn how you can take your field service organization from reactive to predictive.
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Paul Whitelam

Senior Vice President, Marketing
ClickSoftware

11:00 am - 11:20 am Challenges With Hetnet (Small Cells, WiFi) Field Deployment And Break Through Deployment Models For Densification

Viraraghavan Sudarsan, Head of Global Services - HetNet Solutions,Nokia
  • Establishing the need for a new field deployment model
  • Explaining the need for new deployment models and decisions made along the way
  • Overcoming operator challenges and others
  • Determining next steps as the deployment moves to greater maturity
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Viraraghavan Sudarsan

Head of Global Services - HetNet Solutions
Nokia

11:20 am - 11:40 am Proactive Maintenance Strategies: Reshaping Service As We Know It

Scott Berg, Chief Executive Officer,ServiceMax from GE Digital
Until recently, fixing and maintaining complex machines was almost purely reactive. A break/ fix model. Field service is undergoing significant change. Today machines are being built with sensors, edge and cloud-based connectivity and operating data that help field service teams stay abreast of changes. Applying the data analytics to a machine and making decisions on when to fix and when to replace helps companies to shift towards a proactive strategy. This session will cover the impact that proactive maintenance is shaping the service industry.
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Scott Berg

Chief Executive Officer
ServiceMax from GE Digital

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

12:10 pm - 1:10 pm Guest Speaker: Change Management: Creating a Culture of Innovation

Scott Steinberg, Change Management Expert, Futurist, and CEO,TechSavvy Global
Even the most successful modern corporations, associations and professional groups must continually reinvent their products, processes and operations to remain relevant, given the pace at which the modern marketplace evolves. You can empower both individuals and teams to more effectively embrace paradigm shifts, improve organizational learning, and boost productivity with these proven new approaches to leadership, technology and time management. Bestselling business author and consultant Scott Steinberg explains how the market’s most innovative firms are embracing change management, and best practices and leadership pillars you can implement to breed a culture in which innovation thrives.
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Scott Steinberg

Change Management Expert, Futurist, and CEO
TechSavvy Global

1:10 pm - 2:10 pm Lunch

Track A: AI & Machine Learning

2:10 pm - 2:20 pm Chairperson’s Opening Address
Sarah Nicastro, Publisher/Editor In Chief,Field Technologies
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Sarah Nicastro

Publisher/Editor In Chief
Field Technologies

Track B: Services Marketing & Sales

2:10 pm - 2:20 pm Chairperson’s Opening Address
Michael Blumberg MBA, CMC, Founder & President,Field Service Insights
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Michael Blumberg MBA, CMC

Founder & President
Field Service Insights

Track C: Service Innovation

2:10 pm - 2:20 pm Chairperson’s Opening Address
David Giannetto, Chief Operating Officer,Astea
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David Giannetto

Chief Operating Officer
Astea

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

#1 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#2 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#3 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

#4 Niche Industries With A Specific, Finite Customer Base
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Chris Westlake

Vice President & General Manager, Service
RK

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Ron Reis

Service Director
Baker Hughes, a GE company

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John Regan Jr.

Vice President, Technical Field Services – Southwest Region
AT&T

Track A: AI & Machine Learning

2:20 pm - 2:40 pm Using Bots For Memory Nudging: A Unique Approach To Get Answers To Your Team Quickly
Greg Lush, Vice President, Innovation,EMCOR Service Mesa Energy Systems
Demystify the ability to leverage AI and obtain results within weeks:

1. BOT purpose

2. Knowledge management 
  • Chat (memory nudging)
  • Collateral

3. Care and Feeding 
  • Procuring content
  • Training and tuning

4. Framework 
  • Code (templates if possible)
  • Service (cognitive AI and natural language processing)
  • Content tool
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Greg Lush

Vice President, Innovation
EMCOR Service Mesa Energy Systems

Track B: Services Marketing & Sales

2:20 pm - 2:40 pm Enhancing The Relationship Between Sales And Service: Insight From The Retail Space
Steve Meyers, Director of Retail Field Services,vivint.SmartHome
Sales and service are both essential for your business to continue growing. Gain unique perspective from the retail space of how you can optimize this relationship for greater profitability and customer success. 
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Steve Meyers

Director of Retail Field Services
vivint.SmartHome

Track C: Service Innovation

2:20 pm - 2:40 pm The Application Of Digitization For Optimizing Field Services (Lessons Learned From The Aerospace And Technology Industries)
Stephen Hillier, Senior Vice President of Construction, Maintenance and Turnarounds,Jacobs Engineering Darren Kraabel, Senior Vice President & General Manager, Mission Solutions,Jacobs Engineering
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Stephen Hillier

Senior Vice President of Construction, Maintenance and Turnarounds
Jacobs Engineering

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Darren Kraabel

Senior Vice President & General Manager, Mission Solutions
Jacobs Engineering

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

#1 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#2 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#3 Telecom
John Regan, Jr., VP Technical Field Services, AT&T Services

#4 Niche Industries With A Specific, Finite Customer Base
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Chris Westlake

Vice President & General Manager, Service
RK

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Ron Reis

Service Director
Baker Hughes, a GE company

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Chris Westlake

Vice President & General Manager, Service
RK

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John Regan Jr.

Vice President, Technical Field Services – Southwest Region
AT&T

Track A: AI & Machine Learning

2:40 pm - 3:00 pm Driving A Better Customer Experience With Smarter Technology
Samir Gulati, Chief Marketing Officer,ServicePower
During this informative session, ServicePower will discuss how to improve your customers’ field service experience through smarter technologies, such as online portals, artificial intelligence, improved mobility, the latest mapping technologies, digital assistants, IoT, intelligent credentialing, while driving service revenue growth.
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Samir Gulati

Chief Marketing Officer
ServicePower

Track B: Services Marketing & Sales

2:40 pm - 3:00 pm Driving Customer Engagement To Improve Aftermarket Sales Growth
Scott Patterson, Director of Service & Aftermarket Sales,Grundfos Vivek Joshi, Chief Executive Officer & Founder,Entytle
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Scott Patterson

Director of Service & Aftermarket Sales
Grundfos

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Vivek Joshi

Chief Executive Officer & Founder
Entytle

Track C: Service Innovation

2:40 pm - 3:00 pm The Next Disruption: How Dell Rugged Fuels Innovation in Manufacturing
Shannon MacKay, Vice President, Latitude Rugged,Dell
Whether it’s on the manufacturing floor or at the top of a vertical farm, Dell Rugged provides the solutions that help industrial clients innovate in the most challenging environments. Companies are experiencing a moment of disruption within their manufacturing operations, looking for a way to merge traditional and “smart” technologies to better drive their operations. In this session, Shannon Mackay will talk about how Dell Rugged and the broader industrial solutions portfolio offer an end-to-end solution that can digitally transform manufacturing operations. 

We’ll talk about:

  • How AeroFarms, one of the world’s largest vertical farms, leveraged Dell Rugged in its operations to improve growth, seeding and harvest metrics
  • The three key challenges driving digital transformation for 75% of industrial manufacturers, according to IDC
  • How Dell Rugged is partnering with IOT to digitize manufacturing floors and drive insights
  • A portfolio overview of Dell Industrial Solutions

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Shannon MacKay

Vice President, Latitude Rugged
Dell

Track D: Industry Board Rooms

2:40 pm - 3:05 pm Industry Board Rooms (Continued)
Chris Westlake, Vice President & General Manager, Service,RK Ron Reis, Service Director,Baker Hughes, a GE company
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries.

#1 HVAC & Construction
Chris Westlake, VP & GM of Service, RK Mechanical

#2 Oil & Gas
Ron Reis, Service Director, Baker Hughes, a GE company

#3 Niche Industries With A Specific, Finite Customer Base
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Chris Westlake

Vice President & General Manager, Service
RK

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Ron Reis

Service Director
Baker Hughes, a GE company

Track A: AI & Machine Learning

3:00 pm - 3:40 pm PANEL: Artificial Intelligence, Machine Learning, And Cognitive Systems: Establishing Their Place In Your Service Organization
Greg Lush, Vice President, Innovation,EMCOR Service Mesa Energy Systems Mike Groesch, Vice President, Services Enablement,NCR Charles Johnson, Senior Manager, Multi-Vendor Projects,Philips Healthcare Lisa Kant, Product Marketing Leader,Zendesk
  • Defining artificial intelligence, machine learning, and cognitive systems
  • How are service organizations currently using AI from schedule optimization to client specific SLAs
  • Ensuring you are working with the right technology providers to support AI
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Greg Lush

Vice President, Innovation
EMCOR Service Mesa Energy Systems

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Mike Groesch

Vice President, Services Enablement
NCR

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Charles Johnson

Senior Manager, Multi-Vendor Projects
Philips Healthcare

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Lisa Kant

Product Marketing Leader
Zendesk

  • Examining how different organizations and industries align service, sales, and marketing
  • Who should be in charge of what?
  • Exploring service and sales alignment tools and consultants to determine if they are right for your organization
  • Proven strategies for greater service sales success
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Christopher McHan

President, North America
Neusoft Medical Systems

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Mitch Grimes

Director, Service Transformation – Global Services
Ingersoll Rand

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David Troll

Senior Vice President, Sales & Customer Operations
Glympse

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Brian Shomber

Senior Field Technical Manager, Global Services
Medtronic

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David Saunders

Senior Vice President, Market Development - Global Services
Bunn-O-Matic

  • 3+ Devices?! How many devices does your technician really need?
  • Determining which connectivity solutions are best for your business across all geographies
  • How is 5G getting played out in service?
  • What’s the next generation of mobile device and connectivity solutions?
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Jon Kent

Corporate Manager Field Service and Mobility
Cox Communications

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Chris Grant

Executive Vice President, Field Services
Goodman Networks

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John Regan Jr.

Vice President, Technical Field Services – Southwest Region
AT&T

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Arka Dhar

Co-Founder & CEO
Zinier

Track A: AI & Machine Learning

3:40 pm - 3:50 pm Innovation Spotlight
Executive TBD, Executive,Verizon Connect
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Executive TBD

Executive
Verizon Connect

Track B: Services Marketing & Sales

3:40 pm - 3:50 pm Innovation Spotlight

Track C: Service Innovation

3:40 pm - 3:50 pm Innovation Spotlight: Optimize Your Field Operations With The Power Of Location
Ismael Chivite, Senior Product Manager,Esri Steve Lawdis, Senior GIS Analyst,City of Rancho Cucamonga
You need to know what is happening in the field, where work is being done and needs to be done.   Staying current on field activities can be a hit and miss exercise, but it doesn’t have to be.  ArcGIS field apps help you use the power of location to achieve improved coordination and greater operational efficiencies in field workforce activities. Join this session to learn how the power of location can help you:

  • Better plan field activities
  • Boost in-field productivity
  • Increase routing efficiency 
  • Monitor real-time events, activities, and situations in the field
  • Improve communication between the office and the field
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Ismael Chivite

Senior Product Manager
Esri

Steve Lawdis

Senior GIS Analyst
City of Rancho Cucamonga

3:50 pm - 4:35 pm Tailgate Treasures Refreshment & Networking Break In The Exhibit Hall

3:50 pm - 4:35 pm 20 Years Of Service Club Bourbon Tasting – By Invite Only

A swanky celebration of your dedication to the service industry. Following the tradition established in 2015, we’ll bring together service executives with over 20 years experience for an exceptional tasting of premium bourbon.
Interactive small-group roundtable discussions. Pick the topics that will give you the most impactful tools to hit your 2018 goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.

Choose 2, 30 minutes each.

#1 Using Bots To Automate And Increase Productivity
Joni Arison, Senior Vice President, Finance Services, AT&T

#2 Using AI To Move Towards Predictive Analytics
W. Ryan Snellings, Vice President, Field Service & Support, Fresenius Kabi

#3 Rolling Out A Career Advancement Program To Incentivize Field Technicians
David D. Douglas, Vice President, Service Management, Scientific Games

#4 Preparing Your Field Service Network For A Major Increase In Volume
Cliff Rees, Vice President, Field Services, Hughes Network Systems

#5 Reducing Service Disruption With Condition-Based Monitoring
Martin Fischer, Vice President, Global Service & Customer Care, Carl Zeiss Microscopy

#6 Consolidating A Decentralized Dispatch Operation
Philip Luccarelli, Chief Operating Officer, Lime Energy

#7 Transforming Your Customer Engagement Program
Art Gairo, Senior Vice President, Customer Operations, Evolve IP

#8 Customer Service Metrics, Communication, And Efficiency
Raul Aguirre, Director of Service, Coachella Valley Water District

#9 Scaling Your Service Business While Maintaining Key Elements Of Your Culture
Valt Vesikallio, Senior Vice President, Global Services, Hyland

#10 Profitable Customer Retention
Vince Tabone, Director of Global Services, Nova Measuring Instruments

#11 A Digital Transformation For Customer Support: Online Chat, Self Service, And More
Linda Magrath, Senior Director, Customer Success, Medidata Solutions

#12 Overcoming Obstacles When Transitioning To A Service CRM Platform
Scott Tarran, Director, Service Operations, Bruker AXS

#13 Reducing Customer Churn By Enhancing The Entire Lifecycle Experience
Nir Galpaz, Vice President, Customer Lifecycle & Success, Mitel

#14 Putting The Right Leadership In Place To Drive Results Across A Large, Dispersed Field Force
Steve Meyers, Director, Retail Field Services, vivint.SmartHome

#15 Performance Management Tactics For 3rd Party Providers & Employees
Robb Origer, Vice President, In-Home Services, Dish Network

#16 Optimizing Partnerships With Repair And Third Party Logistics Providers
Eric Clopper, Director, Global Services Logistics & Labs, F5 Networks

#17 Service Business Model Evolution
Navin Mehta, Senior Vice President, Global Services, Polycom

#18 Gaining Trust And Asking The Right Questions To Improve Customer Experience
Richard Carroll, Director of Warranty, Toll Brothers

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Joni Arison

Senior Vice President, Finance Services
AT&T

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Ryan Snellings

Vice President, Field Service & Support
Fresenius Kabi

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David Douglas

Director, Global Field Service
Ciena

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Cliff Rees

Vice President, Field Services
Hughes Network Systems

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Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy

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Philip Luccarelli

COO
Lime Energy

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Art Gairo

Senior Vice President, Customer Operations
Evolve IP

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Raul Aguirre

Director of Service
Coachella Valley Water District

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Valt Vesikallio

Senior Vice President, Global Services
Hyland

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Vince Tabone

Director, Global Services
Nova Measuring Instruments

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Linda Magrath

Senior Director, Customer Success
Medidata Solutions

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Scott Tarran

Director, Service Operations
Bruker AXS

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Nir Galpaz

Vice President, Customer Lifecycle & Success
Mitel

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Steve Meyers

Director of Retail Field Services
vivint.SmartHome

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Robb Origer

Vice President, In-Home Services
Dish Network

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Eric Clopper

Director, Global Services Logistics & Labs
F5 Networks

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Navin Mehta

Senior Vice President, Global Services
Polycom

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Richard Carroll

Director of Warranty
Toll Brothers

5:40 pm - 7:10 pm Music Across The Decades Party

Put on your dancing shoes to experience your favorite tunes and entertainment from the 20s, 50s, 70s, and 80s.

7:10 pm - 7:10 pm Conclusion Of Main Day One