Field Service USA 2018

April 17-April 20, 2018

JW Marriott Palm Desert Resort & Spa, CA


Team Focus Day - Friday, April 20, 2018: How To Find, Train, And Engage The Service Team You Need

8:00 AM - 8:30 AM Registration & Breakfast

7:30 AM - 8:30 AM Field Service Advisory Board Private Breakfast

8:30 AM - 8:45 AM Chairperson’s Opening Remarks

8:45 AM - 9:05 AM The Importance Of Culture In Service Organizations

Steve Miggo, Senior Vice President, Operations and Supply Chain, Safelite Autoglass
Safelite AutoGlass has been on a cultural transformation since 2009. They credit this journey as one of the big reasons the business has more than doubled over that time. Learn the steps your organization can take for an effective culture change resulting in better service and a growth in business.


Steve Miggo

Senior Vice President, Operations and Supply Chain
Safelite Autoglass

9:05 AM - 9:25 AM CASE STUDY REVIVE: The Importance Of Culture

Apply what you just learned in the preceding presentation to a key challenge you're currently facing. In these small group chats you'll enliven your experience and retain more information.

  • Identifying the greatest safety threats to your traveling technicians
  • Having tools and procedures in place to protect from sickness, poor food, civil disorder, and other challenges that come with heavy travel
  • Exploring apps that send alerts based on areas being traveled to
  • Uncovering other tools to enhance safety in your service organization


Billy Watts

General Manager, Energy Services

Joseph Lang

Senior Vice President, Service - Region 4
Comfort Systems USA

Douglas Kint

Senior Project Manager
Lockheed Martin

10:05 AM - 10:25 AM Veteran Hiring Fundamentals: From Veteran To Business Leader

Ron Reis, Service Director, Baker Hughes, a GE company
In this leadership presentation, Ron will talk about his transition to the civilian world and how it pertains to service (the many synergies. He will also discuss the benefits of veterans in your service organization and the contributions they can provide.


Ron Reis

Service Director
Baker Hughes, a GE company

10:25 AM - 10:55 AM Morning Jolt Networking & Refreshment Break

10:55 AM - 11:15 AM Deploying A Large-Scale Technician Training Program Across The Globe

Horacio Saenz, Director, Global Services, Dover Fueling Solutions
  • Determining the best way to capture tribal knowledge within your organization
  • Creating the right documents and knowledge management system or learning portal to support your training objectives
  • Which learning platforms are the best?
  • Ensuring you are effectively training your trainer


Horacio Saenz

Director, Global Services
Dover Fueling Solutions
RK is a construction, manufacturing, and service company headquartered in Colorado with ~2,000 employees that has a huge focus on growing their own talent. They partnered with local, state and federal agencies as well as technical colleges and universities to develop their industry leading apprenticeship programs, with 430 associates currently enrolled and growing. RK is a contributor to education, not just a consumer. Their outreach programs help people understand it is cool again to have a career in the skilled trades. Chris will share how they’ve achieved their successes and how you too can grow your own and make a difference in your communities.


Chris Westlake

Vice President & General Manager, Services & Electrical Businesses
RK Mechanical


Apply what you just learned in the preceding presentation to a key challenge you're currently facing. In these small group chats you'll enliven your experience and retain more information.

11:55 AM - 12:15 PM Improving Troubleshooting Skills Of Your Service And Support Team

Gerald Norz, Vice President, Global Customer Service, B&W MEGTEC
  • Making sure your team has the right skills to get to the problem quickly
  • Focusing on core capabilities versus training from a manual.
  • How can lean six sigma and other efficiency programs help with troubleshooting skills?


Gerald Norz

Vice President, Global Customer Service

12:15 PM - 12:35 PM Using Behavioral Assessments To Recruit And Retain Your Team

Roy Dockery, Vice President, Field Operations, Swisslog Healthcare Solutions
  • Discussing the use of behavioral assessments to retain and recruit employees
  • Identifying the most effective attributes in your service organization
  • Recruiting a new generation of service technicians that fit the culture of your existing service organization


Roy Dockery

Vice President, Field Operations
Swisslog Healthcare Solutions

12:35 PM - 1:35 PM Luncheon

Choose 2 (30 minutes each)

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 Rolling Out A Career Advancement Program To Incentivize Field Technicians
David D. Douglas, VP Service Management, Scientific Games

#2 Recruiting And Onboarding For Service
Margie Custin, Head of Service, Mettler-Toledo

#3 Employee Development Best Practices
Ryan Brewer, Director, Commercial Services, Wesco Turf

#4 Delivering High Net Promoter Score (NPS) Value
Ira Busman, VP Customer Service, Okuma America

#5 Servicing The Millennial Generation Now In Leadership Positions
Vu Tran, VP Operations, 3D Robotics

#6 Field Service Engineer Retention And Engagement Best Practices
Wayne Farmer, Senior Director, Field Service Operations, Hologic


David Douglas

Director, Global Field Service

Margie Custin

Head of Service

Ryan Brewer

Director, Commercial Services
Wesco Turf

Ira Busman

Vice President, Customer Service
Okuma America

Vu Tran

Vice President, Operations
3D Robotics

Wayne Farmer

Senior Director, Field Service Operations

2:35 PM - 2:50 PM Toolbox Talks Report Back

Learn the 4 juiciest takeaways from each of the Toolbox Talks speakers in this summary session.

2:50 PM - 2:50 PM Conclusion Of Field Service 2018

See you next year! Save the date for 2019: April 23 – 26, 2019 back at the JW Marriot Palm Springs!