Field Service USA 2018

April 17 - 20, 2018

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Day Two - Thursday, April 19, 2018: Putting Customer Satisfaction At The Root Of All Your Service Strategies

7:15 am - 8:00 am Registration & 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

William Patton, Executive Director, Business Development,Starr & Associates
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William Patton

Executive Director, Business Development
Starr & Associates

8:20 am - 8:40 am Fireside Chat: Vision From The C-Suite

Ramesh Ratan, CEO,Bell and Howell
Bell & Howell is an organization that has service as a top priority. Ramesh will shed light on their major service initiatives. From how service plays into competitive tactics to macro-level business trends, this session will leave you chock-full of ideas from visionaries to shape your future service and business strategy.
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Ramesh Ratan

CEO
Bell and Howell

8:40 am - 9:00 am Identifying And Creating New Service Value Through Digital Partnerships

Jon Clarine, Vice President, Product Management & Digitization,Thyssenkrupp Elevator
  • Digital product development for digital services
  • Tying the digital product strategy (digital thread) to the field service strategy (examples from the elevator industry)
  • Extending core service offerings with digital subscriptions (business model extensions)
  • How to identify and create new service value through digital partnerships
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Jon Clarine

Vice President, Product Management & Digitization
Thyssenkrupp Elevator

  • The discussion has moved away from IoT and connected devices to digitization. What does digitization mean for field service
  • Should your organization bring on a Chief Digital Officer and what should their relationship be with service? 
  • What’s the next phase of connected and smart devices to offer a revolutionary digital experience?
  • What types of digital customer tools and apps provide them a better experience?
  • How do you bring along all your internal stakeholders on your digitization journey?
  • How do you build a business case for your digital transformation initiative
  • How should the services organization partner with IT, Innovation, Marketing and other teams?
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Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy

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David Bishop

Director, Service Operations
Johnson Controls

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Paul Buttery

Consultant
ContactEngine

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Doug House

Manager, Technical Support
Porsche Cars North America

9:40 am - 9:50 am Help Huddle: Using AI And Machine Learning

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. 

9:50 am - 10:30 am International Delight Refreshment & Networking Break In The Exhibit Hall

10:30 am - 10:50 am Turning Negatives To Positives: Crisis Management And Customer Response Techniques That Create A Competitive Advantage

Curtis Hill, Senior Vice President, Customer Assurance,Cisco
In this session, you’ll get an overview of Cisco’s approach and best practices for handling critical issues and escalations when normal channels have failed. Principles include building and maintaining a customer-centric culture, attracting and hiring the right team, garnering leadership confidence and support, and having an established, repeatable process where roles and objectives are clearly outlined.
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Curtis Hill

Senior Vice President, Customer Assurance
Cisco

10:50 am - 11:10 am Learn How Sundt Construction’s Mobile App Sends Employees Home Safe

George Hubert, Director of Information Technology,Sundt Construction Pat Oswalt, Executive Vice President, Sales & Marketing,MobileFrame
The construction business workplace and jobsites can present many hazards to field based employees.  It’s important to put the right preventative systems in place to keep our employees as safe as possible.  We used MobileFrame’s platform to quickly accomplish this task in the construction field with an advanced workforce solution we developed ourselves without having to write any code. MobileFrame’s code free mobility platform provided the following benefits for our solution:
  • Rapid prototyping and application development
  • Offline access to data and data entry
  • Everything’s Included – Robust development environment, mobile, web, reporting, batch jobs
  • Integration with other systems
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George Hubert

Director of Information Technology
Sundt Construction

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Pat Oswalt

Executive Vice President, Sales & Marketing
MobileFrame

11:10 am - 11:30 am Leading Change From A Traditional Operations Organization To An ITIL Standard With A DevOp's And Automation Overlay

Glenn Graves, Vice President, Centralized Managed & Support Operations (CSMO),Motorola Solutions
Glenn’s three decades of world-class experiences provides for innovative solutions, creative leadership and delivering value assurance to clients.   In his three decades of telecom experience Glenn cultivated his interpersonal skills to influence business partners and internal stakeholders at varying levels (C-levels).   In the USAF he began the journey of building strategies and tactical plans to remove obstacles and formulate execution strategies, policies and processes that provide consistency across all channels and optimize service levels globally.
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Glenn Graves

Vice President, Centralized Managed & Support Operations (CSMO)
Motorola Solutions

11:30 am - 11:50 am Elevate And Connect Your Field Service Operation On One Platform

Mark Bloom, Senior Director, Strategy & Operations – Service Cloud,Salesforce
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Mark Bloom

Senior Director, Strategy & Operations – Service Cloud
Salesforce

11:50 am - 12:20 pm Coffee & Connecting Break In The Exhibit Hall

Choose 2, 30 minutes each. 17 total

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.

#1 Decoding The Service Chain: Mastering Every Stage Of Service Delivery
Steve Smith, Vice President, Strategic Industries, ClickSoftware

#2 Transitioning From Reactive To Proactive Maintenance
Lubor Ptacek, Vice President, Product Marketing, ServiceMax from GE Digital

#3 Lessons Learned Around The Enterprise Deployment Of Augmented Reality
Scott Sobera, Senior Vice President, Sales, Help Lightning

#4 Digital Transformation For The Modern Manufacturer
Peter Bertell, National Business Development Director MFG/HiTech, PowerObjects, an HCL Company

#5 Orchestrating Field Service To Optimize Customer Experience
Joachim Raber, Director, Global Service, Ametek EDAX
Andrew Thomas, Product Manager, Field Service Management, Mize

#6 Managing Talent Loss – Unique Ways Field Service Organizations Are Transforming Their Workforce
Jeff Bonnell, Vice President, Industry Solutions, Coresystems Software USA

#7 Developing The Next Generation For Field Technicians
Michael Mendoza, Field Service Practice Lead, Hitachi Solutions America
Ted Steffner, Director, Business Development, Hitachi Solutions America
Ben Vollmer, Global Field Service Lead, Microsoft

#8 Maximizing Field Technician Productivity Through Improved Pick-Up/Drop-Off Locations
David O’Leary, Vice President, Service Parts Logistics & Returns, UPS

#9 Solving Tomorrow’s Field Service Challenges With IoT Device Management Today
Amanda Lowe, Director, Product Marketing, Wind River

#10 ROI Analysis Of Knowledge Management Efforts
Jonathan Ralphs, Founder and CEO, Infomill

#11 Don't Create A Pilot Without A Plan: How To Measure ROI And Success In Early Field Service Deployments With Augmented Reality 
Cody White, Director, Customer Success, Atheer
Chris Murdock, Director, Business Development, Atheer

#12 Increasing First Time Fix And Productivity With Optimized Trunk And Field Inventory
Mike Ross, Director, Product Strategy, Baxter Planning Systems

#13 Meeting Increasing Customer Expectations For Asset Uptime Service Delivery
Jeff Coleman, President, National Accounts, Comfort Systems
Roger O’Connor, Vice President, Product Support, Gosiger
Ivan Moore, Chief Operating Officer, Jolt Consulting Group

#14 Is The Field Services Industry In Need Of Consolidation?
Steve Salmon, Senior Vice President, Wholesale Service, CompuCom

#15 Five Ways To Tell If You’re Ready For Connected Field Service
Greg Kerns, Solution Architect, Microsoft Americas
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Steve Smith

Vice President, Strategic Industries
ClickSoftware

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Lubor Ptacek

Vice President, Product Marketing
ServiceMax from GE Digital

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Scott Sobera

Senior Vice President, Sales
Help Lightning

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Peter Bertell

Director, National Business Development – MFG/HiTech
PowerObjects, an HCL Technologies Company

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Joachim Raber

Director of Global Service
Ametek EDAX

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Andrew Thomas

UX/UI Design Manager
Mize

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Jeff Bonnell

Vice President, Industry Solutions
Coresystems Software USA

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Michael Mendoza

Field Service Practice Lead
Hitachi Solutions America

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Ted Steffner

Director, Business Development
Hitachi Solutions America

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Ben Vollmer

Global Field Service Lead
Microsoft

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David O'Leary

Vice President, Service Parts Logistics and Returns
UPS

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Amanda Lowe

Director, Product Marketing
Wind River

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Jonathan Ralphs

Founder & CEO
Infomill

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Cody White

Director, Customer Success
Atheer

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Chris Murdock

Director, Business Development
Atheer

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Mike Ross

Director, Product Strategy
Baxter Planning Systems

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Jeff Coleman

President, National Accounts
Comfort Systems

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Roger O'Connor

Vice President, Product Support
Gosiger

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Ivan Moore

Chief Operating Officer
Jolt Consulting Group

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Steve Salmon

Senior Vice President, Wholesale Service
CompuCom

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Greg Kerns

Solution Architect
Microsoft Americas

1:20 pm - 2:20 pm Lunch

Track A: Enhancing The Customer Experience

2:20 pm - 2:30 pm Chairperson’s Opening Address
Paul Hesselschwerdt, Partner,Global Partners
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Paul Hesselschwerdt

Partner
Global Partners

Track B: Parts & People Management

2:20 pm - 2:30 pm Chairperson’s Opening Address
David Schauble, National Sales Manager,FedEx
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David Schauble

National Sales Manager
FedEx

Track C: Service Innovation

2:20 pm - 2:30 pm Chairperson’s Opening Address
Kris Oldland, Publisher, Editor-in-Chief,Field Service News
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Kris Oldland

Publisher, Editor-in-Chief
Field Service News

By Invitation Only

Track D: Heads Of Service Mastermind

2:20 pm - 2:25 pm Opening Remarks
Stacey Epstein, Chief Executive Officer,Zinc
An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward. 

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities.  We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
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Stacey Epstein

Chief Executive Officer
Zinc

Track A: Enhancing The Customer Experience

2:30 pm - 2:50 pm Transforming Your Service Business To An Integrated Customer Success Offering To Increase Service ARR And Drive Higher Utilization Rates
Michael Stamler, Senior Director, Customer Success Strategy & Offering,Autodesk
At Autodesk, Michael has repackaged their portfolio of distinct service lines into integrated customer success entitlements helping increase services recurring revenue by over 40% annually. Hear his story in this insightful case study presentation. 
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Michael Stamler

Senior Director, Customer Success Strategy & Offering
Autodesk

Track B: Parts & People Management

2:30 pm - 2:50 pm Getting Maximum ROI Out Of Your Service Management System
Paul Davy, Senior Global Director, Instrument Service Group,Pall Corporation
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Paul Davy

Senior Global Director, Instrument Service Group
Pall Corporation

Track C: Service Innovation

2:30 pm - 2:50 pm Digital Solutions With Tangible Customer Benefits: How ABB Ability Helps Customers To Improve Uptime, Speed, And Yield
Kevin Starr, Global Program Manager Advanced Services – Oil, Gas & Chemicals,ABB
ABB is navigating the Industrial Revolution 4.0 with state of the art sensing, Data Analytics, Edge computing, and Cloud integration to guarantee actions aligned to improve safety, reliability, and optimize production, quality, and cost to produce of our clients operating assets.
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Kevin Starr

Global Program Manager Advanced Services – Oil, Gas & Chemicals
ABB

By Invitation Only

Track D: Heads Of Service Mastermind

2:25 pm - 2:45 pm Making Field Service Invisible With Preemptive Service
Arthur McGinn Jr., EVP, Service,Canon Solutions America
  • How to intervene and take action with equipment before the customer feels some sort of disruption
  • Way to make the repair event something the customer doesn’t even realize is taking place
  • What technologies and processes do you need in place to make this a reality in the next 3 – 5 years?

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward. 

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities.  We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
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Arthur McGinn Jr.

EVP, Service
Canon Solutions America

Track A: Enhancing The Customer Experience

2:50 pm - 3:10 pm The Future of Digital Field Service
Jeff Wartgow, Senior Director, Fusion CX Strategy,Oracle
Discover the power of adaptive intelligence: innovates field enablement through context-aware chat/video chat.  Service is the new battleground for driving sales and capturing and retaining customers. Learn how to drive lower costs and latency out of the service function, increase revenues, and deliver new contextual insight of the asset install base through IOT and real-time predictive analytics.

  • Predict when a job will start, and how long it will take, with 98 percent accuracy
  • Leverage accurate predictions to keep customers informed and improve satisfaction 
  • Drive higher productivity, greater efficiency, and cost savings thanks to optimized job assignment and intelligent routing
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Jeff Wartgow

Senior Director, Fusion CX Strategy
Oracle

Track B: Parts & People Management

2:50 pm - 3:10 pm Building A Service Organization That’s Flexible Enough To Scale Appropriately
Mynul Khan, Founder & Chief Executive Officer,Field Nation Aaron Zeper, Co-Founder,a DFRNT Company
According to a recent study by the Blumberg Advisory Group and Field Nation, Freelance Management Systems (FMS) allow businesses to efficiently scale-up – by expanding their geographic footprint and diversifying their service network – without the constraints and capital investments of a traditional workforce. During this discussion, Field Nation founder and CEO Mynul Khan will highlight best practices to leverage Freelance Management Systems to scale appropriately, including: Optimizing between full-time, contract and freelance employees, best practices for ensuring the quality of freelance employees, effectively interpreting and analyzing data to achieve business goals, and achieving KPIs regardless of workforce composition.

The presentation will also highlight the journey of a Field Nation customer who was able to expand his business from a sole enterprise to a multi-faceted service company that operates in every state.

Key Takeaways:
Service organizations that are looking to scale both efficiently and effectively, should consider Freelance Management Systems to:

  • Expand geographic coverage and diversify service networks 
  • Increase productivity 
  • Recruit faster 
  • Improve customer satisfaction
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Mynul Khan

Founder & Chief Executive Officer
Field Nation

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Aaron Zeper

Co-Founder
a DFRNT Company

Track C: Service Innovation

2:50 pm - 3:10 pm Don’t Be A Paper Pusher: #GoPaperless To Reduce Operational Costs And Accelerate Processes
Tom Bright, Chief Executive Officer,Field2Base Isaiah Moss, General Manager and Managing Partner,KHAFRA Operation Services
The paperless revolution has moved center field and forward-thinking companies who’ve made the switch are discovering innovative ways to maximize ROI. At Field2Base, we’ve helped many clients create custom paperless mobile forms, which in turn have led to significant reductions in paper, printing and postal billing costs. 

Our field service thought leaders are excited to guide you through a relevant talk on the power and ROI of #GoingPaperless. We’ll demonstrate how a simple shift can help companies like yours simplify internal processes, accelerate billing and project completion times, reduce costly human errors and improve overall customer satisfaction. 

Come learn how you can save money by #GoingPaperless.

4 TAKEAWAY BULLETS:

  • Meet field service automation experts and learn how #GoingPaperless can reduce your business’ operational costs and accelerate processes.
  • Discover how our easy-to-use, powerful tools can transform your paper-based processes and create breakthrough positive results to your bottom line. 
  • Hear about companies that have made the switch to paperless and the resulting positive outcomes for their businesses.
  • Learn about the environmental effects of paper waste and how going paperless can help your company further its sustainability efforts. 
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Tom Bright

Chief Executive Officer
Field2Base

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Isaiah Moss

General Manager and Managing Partner
KHAFRA Operation Services

By Invitation Only

Track D: Heads Of Service Mastermind

2:45 pm - 3:05 pm Case Study Revive: Preemptive Service
An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward. 

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities.  We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

Track A: Enhancing The Customer Experience

3:10 pm - 3:30 pm Moving From A Front-Line To Product-Based Support Model To Increase Service Quality And Customer Satisfaction
Dario Samarzija, Technical Support Team Lead, EMEA,Alfresco
Dario will explain how changing the way Alfresco worked technical cases resulted in increased CSAT and employee efforts. 
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Dario Samarzija

Technical Support Team Lead, EMEA
Alfresco

Track B: Parts & People Management

3:10 pm - 3:30 pm Changing Your Service Culture To Meet The Needs Of Your Tech-Savvy Customers
Robert Gillette, Director of Product Support,STULZ USA

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Robert Gillette

Director of Product Support
STULZ USA

Track C: Service Innovation

3:10 pm - 3:30 pm Case Study Presentation
Neil Senior, Vice President, Customer Success,Mimecast
More information to come. Check back soon!
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Neil Senior

Vice President, Customer Success
Mimecast

By Invitation Only

Track D: Heads Of Service Mastermind

3:05 pm - 3:25 pm Building Value And Trust With Your Customers And Team To Create High Performing Operations
Alfredo Morate, SVP Service & Modernization Business, Latin America,Schindler Group
Alfredo will explain how embedding customer centricity into daily business operations did not only help to drive CX metrics substantially up, but, more importantly, it raised retention rates and improved value realization.

An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward. 

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities.  We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.
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Alfredo Morate

SVP Service & Modernization Business, Latin America
Schindler Group

Track A: Enhancing The Customer Experience

3:30 pm - 3:40 pm Innovation Spotlight: Empowering Field Technicians With AR And GIS Technologies To Boost Their Performance And Enhance Customer Experience
Salvatore Amaduzzi, Manager, Partnership and Internationalization,OverIT
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Salvatore Amaduzzi

Manager, Partnership and Internationalization
OverIT

Track B: Parts & People Management

3:30 pm - 3:40 pm Innovation Spotlight

Track C: Service Innovation

3:30 pm - 3:40 pm The Next Generation of Field Service Management: The On-Demand Model
Sarah Hatfield, Vice President, Product Management & Client Solutions,OnProcess Technology
OnProcess’ innovative new service - drastically reduce costs and improve customer satisfaction
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Sarah Hatfield

Vice President, Product Management & Client Solutions
OnProcess Technology

Track D: Heads Of Service Mastermind

3:25 pm - 3:45 pm Case Study Revive: High Performing Operations
An opportunity for senior leaders of the global service community to come together in a private setting for an entire afternoon. Our most forward-thinking senior-level speakers will present 15-20 minute case studies. Each case study will then be followed by small-group discussion amongst all Mastermind participants on the executive topic presented. This interactive dialogue ensures you learn what other senior executives think about the topic at hand and creates a strong network to help you move your business forward. 

We will end the afternoon with a think tank discussion around the Mastermind participants’ top priorities.  We’ll request these discussion ideas from you the week before the conference. This ensures the timeliest topics are discussed and your most pressing needs are met.

This session is by invitation only, limited to only heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $10 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

3:40 pm - 4:25 pm Southwest Flavors Refreshment & Networking Break In The Exhibit Hall

3:40 pm - 4:25 pm Women In Service Private Happy Hour

Build strong connections with women service leaders early in the conference. Learn how others have navigated the corporate jungle gym and found support, their views on the future of service, even what books are on their night stands!
  • What technology advancements (across the board, from IoT to mobility) should you care about now and why?
  • Which tools are best for improving operational efficiency as well as customer experience?
  • Ensuring your technician has everything she needs to know in the palm of her hands
  • Determining how to measure the effectiveness of your tools in the field
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Tad Drescher

Corporate Manager, Field Services
CableONE

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Jereme Pitts

Chief Operating Officer
Librestream

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Charles Johnson

Senior Manager, Multi-Vendor Projects
Philips Healthcare

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Rama Sreenivasan

CEO
Blitzz

Track B: Parts & People Management

4:25 pm - 5:05 pm PANEL: The Latest Developments In Service Parts Management For An Optimized Field Force
Laura Flores, Market Manager, Field Service Solutions,DSI
  • How is parts management changing now that many organizations are integrating a parts management tool into their FSM (rather than CRM or ERP)
  • Examining order management processes and the level of integration with enterprise systems
  • Establishing metrics to evaluate if you have the right parts in the right place at the right time
  • How much should you rely on the expertise of your 3PL to decide which locations to store parts?
  • What other factors like technician training should go into parts management today?
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Laura Flores

Market Manager, Field Service Solutions
DSI

Track C: Service Innovation

4:25 pm - 5:05 pm PANEL: Is It Finally Time To Build Augmented Reality (AR) Into Your Service Strategy? (Plus How To Do It!)
David Nedohin, President,ScopeAR Dave Carlsen, Director of Field Service,BW Papersystems Christopher Dann, Director of Ink; Service Manager,Durst Image Technology Matthew Duffey, Intelligent Operations Manager – L48,BP
  • What are AR pilot programs currently revealing about the best ways to use this technology for remote troubleshooting?
  • Debating whether this technology should also be in the hands of your customers or only your technicians
  • What’s best? A hands-free wearable or tablet device?
  • With this technology quickly advancing, what changes will we see in the next 1 to 2 years? Should you buy now or wait ‘til later?
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David Nedohin

President
ScopeAR

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Dave Carlsen

Director of Field Service
BW Papersystems

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Christopher Dann

Director of Ink; Service Manager
Durst Image Technology

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Matthew Duffey

Intelligent Operations Manager – L48
BP

By Invitation Only

Track D: Heads Of Service Mastermind

4:25 pm - 5:05 pm Mastermind Think Tank Discussion
Stacey Epstein, Chief Executive Officer,Zinc
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Stacey Epstein

Chief Executive Officer
Zinc

Track A: Enhancing The Customer Experience

5:05 pm - 5:25 pm Customer Training: Replenishing the Brain Drain to Ensure Mutual Success
James Joyner, Vice President – Global Operational Excellence,Astec Industries, Inc.
Card-Monroe Corp. has manufactured over 2,200 tufting machines for the carpet, rug and turf industries and installed them in customer locations across the globe. The machines are complex (30K components) with a price tag often exceeding $2MM. The CMC Field Service team of about twenty technicians installs each machine in our customers facilities (carpet mills) and ensures the machines are performing to expectations. After that, the customer is primarily responsible for the maintenance and ongoing performance of the equipment. 
As with any mature industry, turnover and retirement is creating a “brain drain” with some of our customers. To address the new generation of workers coming into the industry, Card-Monroe launched “Tufting University” to ensure that industry professionals are fully capable of keeping CMC brand machines operating at peak performance. Over 1,000 students have now attended Tufting-U. In this presentation, Jim Joyner will share the TU story and the lessons learned along the way.  
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James Joyner

Vice President – Global Operational Excellence
Astec Industries, Inc.

Track C: Service Innovation

5:05 pm - 5:25 pm Customer Satisfaction: A Vehicle For Driving Services Revenues
Ross Brewer, National Service Director,Belimed
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Ross Brewer

National Service Director
Belimed

By Invitation Only

Track D: Heads Of Service Mastermind

5:05 pm - 5:25 pm Mastermind Think Tank Discussion (Continued)

5:25 pm - 6:25 pm The Platinum Party & Field Service Best-In-Class Awards Ceremony

Kyle Buzzard, Co-Founder & Chief Operating Officer,Techadox
Party with the finalists and winners of this year’s Best-In-Class Awards.

Emceed by Kyle Buzzard, Co-Founder and COO, Techadox

Sponsored by: Techadox

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Kyle Buzzard

Co-Founder & Chief Operating Officer
Techadox

6:25 pm - 6:25 pm Conclusion Of Main Day Two