Field Service USA 2018

April 17-April 20, 2018

JW Marriott Palm Desert Resort & Spa, CA

1.888.482.6012

Speakers

Don't Pay Full Price! Service & Support Executives - Register early and save $400.

Our Speakers

Ramesh Ratan
Ramesh Ratan
CEO
Bell and Howell
A respected industry visionary and sought after public speaker, Dr. Ramesh Ratan, PhD is CEO of Bell and Howell, a leading global provider of omni-channel communications and commerce solutions. Previously, Ramesh held executive roles at Pitney Bowes, The Direct Marketing Association, VocalTec, Lucent Technologies and Bell Labs.
Zach McGuire
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, which has evolved to serve a broad range of industries including Cable, Wireless, Satellite, Home Security and Automation, Smart Cities and Energy.

Zach began his career in 1992 as a cable TV installer with TCI and was promoted throughout his tenure there, eventually serving as Director of High Speed Data, where he spearheaded the launch of TCI’s digital cable and high speed internet service lines. In 2001, Zach accepted a position with Viasource Communications as Vice President of Operations, where he led their DIRECTV® business line, and moved on to become President of Ironwood Communications in 2003 after Viasource was acquired.

Zach is an avid supporter and sponsor of several local charities including Kiwanis, Big Brothers Big Sisters Colorado, Rocky Mountain Down Syndrome Association, Fore Melina and American Heart Association. He holds a Bachelor of Business Administration from Metropolitan State University of Denver and sits on the board of the Satellite Broadcasting and Communications Association (SBCA).

Joni Arison
Joni Arison
Senior Vice President, Finance Services
AT&T

Joni Arison is senior vice president of Finance Services. She was appointed to this position in August 2017.

Joni is responsible for call center strategy, operations, and shared services activities that support AT&T Communications including revenue cycle operations, risk management, workers’ compensation, claims management, transaction tax compliance, and subpoena processing.

Prior to this role, she held numerous leadership positions including: senior vice president of Emerging Consumer Markets, Small Markets Solutions, and Advertising Solution Sales. Joni also served as chief marketing officer for Home Solutions and Small Business Marketing responsible for wireline marketing, product definition, lifecycle management, customer experience and key consumer and business marketing programs.

Joni is a member and mentor of Women of AT&T, AT&T Women of Finance, AT&T Women of Business and a National Advisory Board Member for the AT&T employee resource groups OxyGEN and AT&T Veterans. Joni is a supporter of the Susan G. Komen Breast Cancer Foundation and has participated in the very special Breast Cancer 3-day walk. She also serves as a board member for WiNGS of Dallas.

After graduating from Quinnipiac University with a Bachelor of Science Degree in business management, Joni earned a Master of Business Administration with a concentration in marketing from the University of New Haven.

Now residing in Southlake, Texas, Joni enjoys spending time with her husband and two sons.

Jeremy Jones
Jeremy Jones
CIO
Comfort Systems USA

Mr. Jeremy Jones is currently the Vice President and Chief Information Officer of Comfort Systems USA Inc. (NYSE: FIX). Comfort Systems is a leading mechanical services provider with annual revenues exceeding $1.6 billion. He was formerly Vice President of Investment Bank Technology with JPMorgan.

Mr. Jones is a veteran of enterprise-level problem solving working with the top echelons of fortune 500 firms to resolve major IT issues around cybersecurity, incorporating emerging technologies, and others. He is an expert in the industrial applications of the Internet of Things.

Jeremy holds graduate an MSc in Technology Commercialization from the McCombs School of Business of the University of Texas at Austin as well as an MBA in Finance from the University of Houston.

Philip Luccarelli
Philip Luccarelli
COO
Lime Energy
Curtis Hill
Curtis Hill
Senior Vice President, Customer Assurance
Cisco

Curt Hill is the Senior Vice President of Customer Assurance at Cisco, leading a global services organization that serves as the customer’s ultimate advocate. His teams resolve critical customer issues, analyze systemic product and service issues to provide learnings and improvement recommendations, and develop programs to enhance overall customer experience based on data, insights, and input from listening channels. Curt’s organization also plays a key role in leading company-wide initiatives in the areas of co-development between support and engineering and go-to-market service readiness. He is the executive sponsor for several of Cisco’s top customer accounts.

With more than 20 years of leadership experience and deep technical knowledge, Curt is adept at anticipating problems, averting crisis situations, and developing creative solutions to resolve issues and exceed customer expectations. He joined Cisco in 1995 as a customer support engineer and went on to lead several global technical support organizations across multiple geographies. Under his leadership, these teams developed and launched new support models and introduced new services to improve delivery performance for Cisco’s global service provider and enterprise customers.

As an active participant in inclusion and collaboration initiatives within Cisco and in the industry, Curt is a member of the National Center for Women & Information Technology (NCWIT) Workforce Alliance program and has provided job shadowing opportunities through Cisco’s Connected Women program. Before joining Cisco, he held positions with Hewlett-Packard, Novell, and AT&T.

Curt holds a master’s degree in computer science and a bachelor’s degree in business administration from the University of Phoenix. He is a Cisco Certified Internetwork Expert, a Certified Novell Engineer, and participates in numerous industry organizations, including Service Support Professionals Association (SSPA), Technical Services Industry Association (TSIA), and Field Services. A frequent keynote speaker, he has shared his insights and passion for customer advocacy at the Chief Service Officers (CSO) Summit, International Quality and Productivity Centre Exchange, Interlog, Supply Chain Brain, TSIA, Field Workforce Optimization Summit, Field Services conferences, and many other events.

Steve Miggo
Steve Miggo
Senior Vice President, Operations and Supply Chain
Safelite Autoglass

Steve Miggo joined Safelite® Group in October 2008 as the senior vice president of human resources and leadership development. In 2012, he became the senior vice president of operations.

Under his leadership, the company has earned a number of recognitions, including:

  • 2012 Best in Biz Awards HR Department of the Year, Gold
  • 2012 Columbus CEO HR Excellence Award
  • 2012 Workforce Management Optimas Award
  • 2012 American Business Award, Human Resources Executive of the Year
  • 2012 Torch Award for Ethical Enterprising

Previously, Miggo served as the associate vice president of human resources at Limited Brands for three years, and before that he served as vice president of human resources for Elmer's Products Inc. for seven years where he was responsible for all human resources and administrative functions for the company.

His experience includes working in various operational and human resources capacities for Plaskolite Inc. and Sumitomo Electric Company. He also gained considerable entrepreneurial experience acquiring, operating, and ultimately selling his sole ownership in Advanced Moldings Inc., a consumer and industrial products manufacturing company located in Columbus, Ohio. His strong business foundation and a wealth of human resources and leadership development experience strongly support the Safelite® Group growth strategy.

Miggo has a bachelor’s degree in organizational psychology from Ohio University and a master’s in business and labor relations from the Fisher School of Business at The Ohio State University. He also serves on the board of The Buckeye Ranch.

Christopher McHan
Christopher McHan
President, North America
Neusoft Medical Systems

With a history of driving business growth and market leadership within culturally diverse environments, Christopher McHan is a Visionary Executive who presents a successful record of creating profitable organizations / divisions / sales regions by building and empowering teams for success. Unique ability to turn around challenging situations internally and externally. Significant international and domestic leadership experience. Highly principled relationship builder and leader, who positions organizations for the next stage of growth through collaboration, trust, individual and team growth.

Matthew Duffey
Intelligent Operations Manager – L48
BP
John Regan
John Regan
Vice President, Technical Field Services – Southwest Region
AT&T Services

Vice President of AT&T Technical Field Services-Southwest Region-John is responsible for leading a technical field services organization for customer service for a 5-state region focused on care of the AT&T network for consumer/business/wholesale telecommunications services for provisioning and maintenance. John is responsible for managing a workforce of 5,000.

John Regan began his career with Southwestern Bell Telephone in 1977 as a summer intern technician, has over 40 years of industry experience and has held numerous senior leadership positions in Customer Service, Sales, and Marketing. From 2009 to 2017, as Vice President, Technical Field Services-Business, John oversaw a national business field services organization for customer service responsible for business & wholesale services for provisioning, maintenance & professional services. Managed an organization of 5,000 comprised of a diversified organization of service technicians, Pro Services, and Customer Service Centers support. Services supported included business legacy services, IP, Ethernet, Public Safety 911, Managed Services, Network Sourcing, Unified Communications, VoIP, SDN, SDN/WAN, Wi Fi and Video Broadcast Services. Responsible for design and reengineering of processes to develop and deploy new operational models to transform traditional measurements and improve customer service and operational excellence.

From 2007 to 2009, John served as Vice President-Sales for the Western Region Government /Education segment responsible for delivering a full range of data, voice, networking, and mobility solutions to local & state government customers as well as K-12 to higher education customers.

From 2001-2007, John served in a variety of roles as Vice President of Business Marketing. He led teams responsible for the complete range of core marketing functions for customer marketing, emerging channels, customer experience and channel management for AT&T’s Enterprise, Government/Education & Healthcare segments, and Regional Business small business customer segments. Earlier in John’s career, he held several sales and sales leadership positions including Vice President-Global Markets responsible for sales and customer service for AT&T’s largest retail commercial and Federal Government customers.

A native of St. Louis Missouri, Regan completed his undergraduate studies in business administration at St. Edward's University, Austin Texas. He is active in volunteer community efforts and has held various positions including Board positions with St. Louis Ballet, Junior Achievement, Rotary, Economic Development Corporation, and American Heart Association. He is a graduate of Leadership Dallas and served as a member for the Dallas Museum of Nature & Science Technology Board.

John lives in Plano, Texas with his wife of 35 years and has two children. John has been active in youth sports coaching boy’s youth basketball and baseball. Additionally, he previously coached competitive AAU basketball for young women. His interests include boating, fishing, and traveling.

Brad Haeberle
Brad Haeberle
Vice President, Solution & Service Portfolio - Building Technologies
Siemens

Brad Haeberle is Vice President of the Solutions, Services and Energy Businesses for the Building Technologies Division of Siemens Industry, Inc. He is currently responsible for the multi-billion-dollar fire, building automation, security, electrical, energy and HVAC portfolio strategy to achieve superior profit, growth, and customer and employee satisfaction goals. He is also responsible for the Americas Digital Service Center and IT services application.

Haeberle joined Siemens Building Technologies in 1994, and has held several strategic sales and marketing positions across five business units. He was responsible for leading the effort to develop the service strategy for Siemens Industry, Inc., and has chaired the Siemens Sustainability Committee, helping to define the company’s sustainability efforts. In his most recent role, Haeberle was the Business Line Head for the Service Business.

Haeberle earned a Bachelor of Business Administration in Finance from the University of Iowa and a Master of Business Administration from the Lake Forest Graduate School of Management.

Michael Loth
Michael Loth
Director, Technical Support & Services - North America
Robert Bosch
Kimberly Cooks
Kimberly Cooks
Vice President, Service Delivery & Customer Care
Comcast Business
Charles Hughes
Charles Hughes
Vice President, Field Services
Acuative

Charles Hughes, Vice President of Field Services for Acuative, leads a team that delivers world class technology solutions including field service support, project implementation and IT solutions designed to enable success across the customer base. He is responsible for driving continuous improvement in service delivery and creating value for customers in retail, banking and enterprise markets. He has a long record of success leading transformational initiatives at Fortune 50 companies and small business alike. He is a strong advocate for using financials, metrics and leveraging technology to help manage the business. He sees these as critical tools in creating a culture where field service professionals can thrive and enjoy sustainable success. He has developed a strong reputation for driving down costs and improving service levels.

Charles has also served in the positions of Director IT Field Services, Director Retail Services, Network Operations Center Director, Field Services Manager, Service Delivery Manager and Field Services Supervisor. His previous employers include IBM, Walgreens, Intrado, Telsource, Level 3 and WilTel. Prior to entering the civilian world, Charles served 12 years in the US Army in the Field Artillery and Signal Corp. where he earned the rank of First Sergeant. He holds a Bachelors and an MBA with a focus on transformational leadership.

When not engaged in work or family obligations, Charles works to improve his culinary skills and developing the perfect outdoor cooking experience and menu.

Hank Stokbroekx
Hank Stokbroekx
Vice President, Service Marketing
Huawei Enterprise Business Group

Hank Stokbroekx is the Vice President of Huawei Enterprise Services. His key responsibility is Service Marketing for which he is based at the Huawei HQ in Shenzhen. Hank has joined Huawei in 2011 after working for over 20 years in the networking services industry. Initially he helped build the Huawei Enterprise service business in Western Europe, and in 2012 took over responsibility for the Service Marketing organization in HQ. Hank frequently meets with customers, partners, analysts and other experts to understand their needs and perspectives and to share his view on the future of the ICT service industry.

Hank started his professional career in 1990 at a Networking Systems Integrator in the Netherlands. He joined Cisco Systems in 1994 where he worked for over 15 years in the services organization in various leadership positions. He has held positions in service delivery, product management, marketing and sales both in Europe and in Cisco’s headquarters in California.

Kendra Dahlstrom
Kendra Dahlstrom
HPC & AI Strategic Projects Manager
Hewlett Packard Enterprise

Kendra Dahlstrom leads the Hewlett Packard Enterprise (HPE) High Performance Computing business unit as a liaison to HPE Pointnext Services, which provide Advisory, Professional and Support Services to HPE customers. Prior Kendra was leading the SGI acquisition for the Services Portfolio and Enablement teams, which was announced in November of last year.

Kendra has over 15 years of experience leading Services teams through the development of new offerings, by improving existing offerings, and creating net new Services experiences for customers at companies such as HPE, Cisco, SGI, and EMC.

Kendra is also a high performance leadership expert, coach, and keynote speaker. She is a critical thinker with a knack for identifying and remedying system and process errors, and quickly finding opportunities for growth. Once recruited by both the FBI and CIA for keen deductive reasoning and thought process skills though she never joined.

Douglas Kint
Douglas Kint
Senior Project Manager
Lockheed Martin

Douglas (Doug) Kint is a Senior Project Manager and the Site Manager of Lockheed Martin’s Rotary and Mission Systems (RMS) facility in Virginia Beach, VA.

In this role, Mr. Kint is responsible for program development and execution of a broad range of sustainment and customer service activities performed by the Virginia Beach organization in support of RMS’s various lines of business including Integrated Warfare Systems and Sensors (IWSS), C4ISR and Undersea Systems (C4USS), Training and Logistics Solutions (TLS), and Sikorsky, a Lockheed Martin Company, with employees located at dozens of US and international locations that provide world-wide technical support services to the US Department of Defense.

Mr. Kint joined Lockheed Martin in 1979 as a field service representative and has spent his career in the customer services industry. His diverse background includes experience in activities related to field service operations, program management, business development and finance/business operations. His experience also includes supporting a number of key customer programs including Aegis Combat Systems, Submarine Weapon Systems, the Littoral Combat Ship and the F-35 Lightning II Fighter. Prior to joining Lockheed Martin, Mr. Kint also served in the United States Marine Corp as a tactical data communications central technician.

Mr. Kint holds a Bachelor of Science degree (Magna Cum Laude) from Old Dominion University in business administration with a concentration in management information systems. He is an active member of the local community and church, he serves on the board of trustees for the Virginia Beach Theological Seminary and is a member of the American Society of Naval Engineers (ASNE).

Jon Clarine
Jon Clarine
Vice President, Product Management & Digitization
Thyssenkrupp Elevator
Richard Zarski
Richard Zarski
EVP, Operations
Fujitsu

Richard (Dick) Zarski has been with Fujitsu for over twenty five years and is Executive Vice President of Manufacturing, Supply Chain and Quality for Fujitsu Frontech North America. With 30+ years experience in high technology product and services businesses, he brings a strong mix of new product launch, manufacturing, supply chain and logistics management, quality and service parts logistics experience to his role. He brings a wealth of industry knowledge and management and operational efficiency experience to his role in the company.

Mr. Zarski has particular strengths and focus in business process, organization and operational excellence. He is responsible for ISO 9001:2000 and ISO 14001 certification for FFNA, and they have received numerous Best Practice nominations by external auditors BSI and DNV. This dedication to quality aligns well with his commitment to operational excellence for our customers.

Operationally, he has successfully implemented Toyota Production System (TPS) processes in Fujitsu’s manufacturing and supply chain operations. Additionally he was responsible for the launch of a new Reverse Logistics Operation for Fujitsu America which has driven considerable improvements and efficiencies in the supply of parts to its customers and service organization. Mr. Zarski is also Chairman of the Fujitsu North American Companies Logistics Committee charged with streamlining North American logistics practices within the United States and the world, which has resulted in significant savings to Fujitsu operating companies.

Finally, he has served as both Vice President and most recently, since October 2015 as President of the Franklin Supply Chain Advisory Board at Syracuse University Whitman School of Management.

Richard received his Bachelor of Science degree in Distribution Management from Syracuse University. He lives in Southern California with his wife. Mr. Zarski has two sons, one that lives in New York State and the other in Southern California.

Buddy Saucier
Buddy Saucier
Vice President, HVAC Service
Johnson Controls
Patrick Murray
Patrick Murray
Director, US Service — Western Region
ABB
Kevin Starr
Kevin Starr
Global Program Manager Advanced Services – Oil, Gas & Chemicals
ABB

Kevin formalizes global services solutions from traditionally local consulting functions to improve production, quality and cost to produce. His previous roles included Global Service Value Manager, Head of Product Management and Head of R&D for Industrial Automation Services.

Kevin has worked in a wide variety of process industries, including chemical, metals, mining, plastics, oil and gas, pulp and paper, rubber and water treatment. He has several patents in the field of Data analytics, is author of “Single Loop Control Methods”, has taught process control techniques, and implemented optimization services for ABB employees and customers all over the world. His ABB YouTube Loop Performance video series has produced well over 100,000 views.

Kevin holds a B.S. in electrical engineering and a M.Sc. In Electrical and Electronics Engineering. He has been Working for ABB since 1986.

Arthur McGinn
Arthur McGinn
EVP, Service
Canon Solutions America
Michael Fahey
Michael Fahey
Vice President, Operations
Haier America
Brian Shomber
Senior Field Technical Manager, Global Services
Medtronic
Viraraghavan Sudarsan
Viraraghavan Sudarsan
Head of Global Services - HetNet Solutions
Nokia
Irina Mitrea
Irina Mitrea
Head of Field Service
Ericsson
Rhonda Monks
Rhonda Monks
Service Director, North America Construction Equipment
CNH

Rhonda Monks leads the CASE Construction Equipment Service team, which includes product support managers, field service engineers, a service development manager, and a customer support manager. She oversees more than $40 million annually in warranty dollars, product improvement programs, and customer goodwill. In addition, Rhonda leads the development of brand strategies, policies, customer satisfaction initiatives and product support programs for more than 300 Construction Equipment dealer locations in North America.

Under Rhonda’s leadership, CASE launched its first company-sponsored technical school in North America in partnership with Washburn Tech in Topeka, Kansas. Rhonda also led the development of a tablet-based service inspection tool for identifying, tracking and selling retail service at dealerships.

With more than thirty years with the company, Rhonda has advanced progressively through the organization from entry-level to director-level roles. Her career spans a wide range of experiences, from purchasing and order processing, to inventory and materials management, product engineering and quality, and parts, technical and product support.

Rhonda is a Certified Field Service Manager. She earned her B.A. degree from the University of Wisconsin-Parkside and her M.B.A. degree from St. Ambrose University, in Davenport, Iowa. In her spare time, Rhonda enjoys working with dogs and is a Certified Dog Trainer.

Ron Reis
Ron Reis
Service Director
Baker Hughes, a GE company
Vasiliy Krivtsov
Vasiliy Krivtsov
Director of Reliability Analytics
The Ford Motor Company

Vasiliy Krivtsov is the Director of Reliability Analytics at the Ford Motor Company. He also holds the position of Adjunct Professor at the University of Maryland, where he teaches a graduate course on advanced reliability data analysis.

Krivtsov has earned a PhD degree in Electrical Engineering from Kharkov Polytechnic Institute (Ukraine) and a PhD in Reliability Engineering from the University of Maryland (USA). He is the author of over 60 professional publications, including 3 books on Reliability Engineering and Risk Analysis, 9 patented inventions and 6 trade secret inventions on statistical algorithms for Ford. He is a Vice Chair of the International Reliability Symposium (RAMS®) Tutorials Committee and a Senior Member of IEEE.

Brian Laughlin
Brian Laughlin
Technical Fellow – IT Architect, Mobile Devices, Commercial Aviation Services
Boeing
Robb Origer
Robb Origer
Vice President, In-Home Services
Dish Network
Mitch Grimes
Mitch Grimes
Director, Service Transformation – Global Services
Ingersoll Rand
John DuBay
John DuBay
Trane Building Services - Digital Strategies
Ingersoll Rand
John DuBay has 20+ years of experience in the Process and Energy Industries specializing in connected service technology strategies around asset performance, energy services, and enterprise management. John has hands on project experience for process, manufacturing, smart building and large enterprise energy management systems requiring complex integration to various disparate systems.
Stephen Hillier
Stephen Hillier
Vice President/General Manager, Field Services North America
Jacobs Engineering
Gillian Wright
Gillian Wright
Vice President, Customer Services
Southern California Gas Company

Gillian Wright has been vice president, customer services for Southern California Gas Company (SoCalGas) since 2014. In this role, Wright is responsible for overseeing the many ways SoCalGas employees interact with customers, from the field and call centers, to printing bills and processing payments. She is also responsible for completing SoCalGas’ $1 billion project to deploy nearly 6 million advanced meters. This work is done by approximately 3,000 workers, and she is inspired by their dedication to delivering quality service to SoCalGas customers.

Previously, as director of customer programs and assistance, she oversaw the formation of a historic partnership between SoCalGas and the Los Angeles Department of Water & Power (LADWP) to provide energy efficiency programs to the two utilities’ shared customers.

Wright joined SoCalGas as a regulatory analyst in 1999. She has served a variety of roles in regulatory affairs and customer service for SoCalGas and its sister utility San Diego Gas & Electric.

Wright is a member of the board of the Los Angeles Business Council, the California State University Foundation, and LA Family Housing, Western Energy Institute and she serves on the Customer Service Committee for the American Gas Association. She is past chair and former member of the board for the Energy Solutions Center, a trade association of North American gas utilities, and a graduate of Leadership California. She holds a master’s degree in public policy from the John F. Kennedy School of Government at Harvard University, and a bachelor’s degree in economics from Reed College.

Wright enjoys spending time hiking Los Angeles’ many trails. She lives in Los Angeles with her husband and three children.

Jon Kent
Jon Kent
Corporate Manager Field Service and Mobility
Cox Communications
Jon Kent is an Enterprise Mobility enthusiast who has passion for improving the professional lives of those he works with, through improved technology and process. Jon has twenty years’ experience leading field service organizations and has found his home with Cox Communications as manager of Field Service Mobility. Jon has both organized and chaired enterprise mobility events, and enjoys building new relationships with end-users and vendor partners in an effort to pair best technologies with operational improvement efforts. Jon is also a certified project manager and volunteers his time with his local church and Habitat for Humanity.
Eric Paulik
Eric Paulik
Senior Director, Global Field and Customer Service
Spectranetics/Philips Healthcare
5 years of Global Medical Device Capital Equipment Field Service management experience 15 Years of Global Field Service management experience
Alfredo Morate
Alfredo Morate
SVP Service & Modernization Business, Latin America
Schindler Group

An engineer by education and a marketer by vocation, Alfredo has spent most of his professional life in international B2B environments. Previous experiences include operational leadership roles in the commercial insurance business and the automotive industry, in Europe and the Americas.

Alfredo joined Schindler, a leading global supplier of mobility in the built urban environment, in 2003 where he has first been responsible for their strategic account management practice and later for their global customer centricity program. Since 2016 he is responsible for Schindler’s service business in Latin America.

R. Steven Tungate
R. Steven Tungate
VP/GM, Service, Supply Chain and Innovation
Toshiba America Business Solutions
Steve Norgaard
Steve Norgaard
VP Global Field Service Operations, DUV
Cymer (an ASML company)
Greg Lush
Greg Lush
Vice President, Innovation
EMCOR Service Mesa Energy Systems
Greg Lush - VP Innovation - over the last 34 years in the service industry Greg has spent time in the field as a distributed controls technician; configured International service organizations; created and delivered pragmatic learning solutions; led change as a Chief Information Officer; and research and development to differentiate service organizations in their verticals. Evangelizing new technologies, data sciences, workforce science approaches are Greg's passions. His inventions around activity and worker qualification along with objective "point of service" measurement are significant contributors towards his lifelong ambitions to elevate the worker. You may see Greg's most recent contributions through social channels and at http://lastmileworker.com where he shares experiences and insights surrounding service delivery. Greg is considered an industry expert and speaks at trade shows and conferences throughout the world.
Ryan Snellings
Ryan Snellings
Vice President, Field Service & Support
Fresenius Kabi
Senior Global Operations Executive talented in developing business strategies, improving operational processes, and driving profitability and growth. 17+ years of fast-paced operations management, technical support, and personnel supervision experience in both North America and Europe. Led two separate company transitions and large international M&A project.
Horacio Saenz
Horacio Saenz
Director, Global Services
Dover Fueling Solutions
Mike Groesch
Mike Groesch
Vice President, Services Enablement
NCR

Mike is a Vice President for NCR Global Services, a 24,000-person customer service operation. He leads a team of 3,000 global employees who are charged with integrating all global services operations (new business planning, remote services management, service operations centers, product management, and related IT infrastructure tools) into a global organization driving standard processes, tools, analytics and talent management. He also leads the Services team’s efforts for big data, analytics and forecasting.

Mike’s team is key to addressing customer needs and increasing customer satisfaction. His team handles millions of global customer service requests annually and uses world-class precision diagnostics technology to address more than 78 percent of them remotely.

Previously, Mike redesigned the global NCR S&OP process and global forecasting and planning models for the Financial Services, Retail, Hospitality and Travel lines of business.

Mike joined NCR in December 2008 after working at Microsoft® Corporation for 13 years, where he was involved in the Xbox manufacturing start-up and Xbox 360 strategy development. He launched the Entertainment and Devices Division S&OP process and custom tools at Microsoft and was also a product unit manager for the Zune Accessories business.

Mike earned a Master of Science degree in industrial engineering and a Bachelor of Science in mechanical engineering from Purdue University. He holds five patents.

Phillip Pack
Phillip Pack
Vice President, Retail Client Operations
NCR
Glenn Graves
Glenn Graves
Vice President, Centralized Managed & Support Operations (CSMO)
Motorola Solutions

Vice President, Centralized Managed Support Operations at Motorola Solutions Inc. (MSI). Glenn is a Customer-Focused, Business and Operations Leader with IT, Wireless, Carrier and First Responder as his foundation. He is an executive leader who has held several leadership positions within Nortel, Avaya, Ericsson and Motorola. In his current postion he is leading a team transforming operartions focused on standardizing technology and process (ITIL), optimizing service delivery and expanding capabilties in digital tranformation.

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. Glenn’s past decade has been a focus on the Managed Services industry and operations. He has a passion for people, clients, thought leadership and program oriented management.

Glenn is a USAF veteran, earned a B.A. degree in Business Management from LeTourneau University and an Executive M.B.A. from University of Texas at Dallas. He and his wife Julie, of 32 years, have one daughter Katlyn.

Vito Minneci
Vito Minneci
Vice President, Aftermarket Parts & Services
Kohler Power Systems
Patrick Webb
Patrick Webb
Sales Director - Americas
GE Transportation

Patrick Webb is the Sales Director – Americas for the General Electric Transportation, Marine, Stationary, Drilling Group; where he helps to manage the Technical Sales and Service Distribution throughout North America, including the coordination and support of a very professional Channel Partner Network.

Patrick Webb has proven to be a strong commercial and technical business leader for the past thirty years in the global marine industry.

Patrick has provided this leadership as a Ship Officer, Shipbuilding Design Engineer, Class Surveyor, Shipyard Principal, and Manufacturers’ Director of Services. Negotiating and managing more than a billion dollars in projects has convinced Patrick that in-situ grace and integrity are success keys in our modern marine business.

Patrick is an active member of many industry associations, has an Assistant Engineers License, has completed multiple project management and leadership programs. Provides support to local universities as a part time Engineering Professor, and is a veteran Naval Reserve Officer.

Finally, Patrick holds a B. S. in Marine Engineering Systems from the U.S. Merchant Marine Academy and an MBA from Auburn University.

Nick Chang
Nick Chang
Head of Global IoT Customer Success
Hitachi Insight Group

Nick Chang leads the customer success organization responsible for ensuring Hitachi customers and partners realize the full value of our solutions throughout all phases of their IoT Digital Transformation. In this position, he is responsible for Professional Services, Managed Services, Cloud services, and Customer Support. Prior to Hitachi, he has driven change and thought leadership in companies like NetApp, Sun Microsystems and Hewlett Packard where he held a variety of Global Sales, Services, and Support executive management roles.

Cara Fuller
Cara Fuller
Senior Director, Global Support Delivery
WEC Energy Group

Cara Fuller is the Director of Customer Operations Support at WEC Energy Group, the parent company of We Energies and Wisconsin Public Service, both electric and gas utilities serving a majority of the state of Wisconsin. In this role, she oversees a department of professionals that support the field service operations across many disciplines. Since joining the company in 1985, Cara has held a variety of leadership roles, primarily in areas of Customer Service and Field Operations.

Cara received her bachelor’s degree in Mechanical Engineering from Marquette University.

Joan Gilson
Joan Gilson
Senior Consultant, Work Methods & Development
We Energies

Joan Gilson is a service professional with over 32 years of service with We Energies. Her primary responsibilities are to administer the We Care process and Broadcast call customer outreach to ensure We Energies is keeping its customers informed and delivering the best customer care anywhere. Joan also is responsible for highlighting employees who demonstrate the department’s core values and sharing those successes with the employee population.

Joan received her bachelor’s degree in Education from the University of Wisconsin – Milwaukee.

Martin Fischer
Martin Fischer
Vice President, Global Service & Customer Care
Carl Zeiss Microscopy
Martin brings more than 20 years of experience in leadership and people development in different markets like semiconductor industry, industrial manufacturing and automotive as well as research and quality. For the past 13 years, he has held various management roles in high-tech engineering environment, covering General Management, Strategy and Marketing, R&D as well as Service and Customer Care responsibilities and Change Management. Since 2013, Martin has been proud to work in a multi-cultural environment with global responsibility.
Richard Carroll
Richard Carroll
Director of Warranty
Toll Brothers
  • 25+ years of experience with teaching and learning to understand the intricacies of “Quality” Customer Care.
  • 6 years of operational management - Hilton Worldwide Holdings, Inc.
  • 15 years of new home service/customer care- Director – Toll Brothers, Inc.
Joachim Raber
Joachim Raber
Director of Global Service
Ametek EDAX
Billy Watts
Billy Watts
General Manager, Energy Services
Mortenson

Billy Watts is the General Manager of Mortenson Energy Services headquartered in Minneapolis, Minnesota. He is focused on the rapid development of the renewables service business. He has 16 years of experience in the Field Service Industry working with large fossil plants, wind farms and now solar farms. He has enjoyed the many opportunities to work all over the world and with many different cultures. His background is in mechanical engineering with a BS degree from the University of Houston. Although Billy is technically an engineer by heart, he enjoys working with people and organizations to help them develop and succeed.

Scott Patterson
Scott Patterson
Director of Service & Aftermarket Sales
Grundfos

Scott Patterson joined Grundfos / Peerless Pump in 2008 and has held a variety of positions in: Quality and Production Management. Currently as the Directory of Service & Aftermarket Sales, Scott leads the Service operations in Indianapolis and Chicago with focus on commercializing the installed base for all Grundfos products (Peerless Pump, PACO, Yeomans Chicago, and Morris brands).

Scott holds a Bachelor of Science from Purdue University and completed the Executive MBA program in 2008 to earn a Masters of Business Administration from the University of Tennessee. Prior to joining Grundfos, Scott worked for General Motors and Fleetwood Enterprises in Quality, Operations, and Lean Manufacturing management.

Gary Johnson
Gary Johnson
VP Global Technology, Optimization and Business Operations, Global Service
Pitney Bowes

Gary F. Johnson is Vice President of Global Technology, Optimization and Business Operations. In this role Gary is a true change agent, moving Pitney Bowes from traditional break/fix service to multi-channel service and helping clients combine the unique strengths of physical mail and digital experiences. He is passionate about making sure PB clients receive the best service via the method they prefer whether that be remote resolve on-machine, web, chat, phone or on-site. Gary is responsible for choosing and implementing the right technologies that will ensure that Pitney Bowes is successful for another hundred years, and that our clients receive the highest level of service during every touchpoint. Gary is a member of the Global Services Senior Staff and sits on many cross functional teams to help drive PBI’s transformation and success.

Gary joined Pitney Bowes 31 years ago and spent the first part of his career as a Engineer integrating & customizing our shipping solutions with client host systems. Although he quickly moved into increasing levels of management, Gary’s genius resides in his ability to fully understand HOW something works today, while being able to clearly envision how things NEED to work tomorrow. He is passionate about our customers, employees and shareholders. Gary and his global staff complete ride along with reps and visit clients monthly to gather feedback that ensures our clients receive the full value of PBI solutions and focus on total client satisfaction.

Gary attended Darden Graduate School of Business and holds a Degree in Electronic Engineering and Computer Science with a minor in Business Analytics.

David Douglas
David Douglas
Director, Global Field Service
Ciena
David Douglas possesses over 25 years of global technology leadership experience. His focus has been in the Lottery and Gaming sectors and broad experience includes executive leadership of North American organizations responsible for Service Management, customer deployments of large scale systems and infrastructure, professional services, technical service, field service, operational support and call centers. His current scope at Scientific Games includes the oversight of Scientific Games' Service Management functions as well as the deployment of all of Scientific Games' Lottery systems, land based casino and VLT products.
Wayne Farmer
Wayne Farmer
Senior Director, Field Service Operations
Hologic

Proven leader with over 25 years of service management experience. Actively involved in coaching, mentoring, and counseling team members. Significant experience in recruiting exceptional team members, budgeting, developing training material, and creating a positive culture in which my customers recognize our team as being the highest rated service provider in the industry as seen through loyalty metrics and MD Buyline ratings. Exceptional team member that has never received anything less than exceeding expectations on a performance review.

Specialties: Developing profitable service teams while at the same time raising customer loyalty to the highest in the industry. Service management, leadership, budgeting, team building, and extensive knowledge of medical equipment service specializing in laboratory devices. Full bio at www.linkedin.com/in/wayne-farmer-leadership.

Paul Davy
Paul Davy
Senior Global Director, Instrument Service Group
Pall Corporation
Douglas Roth
Douglas Roth
Director, Global Service Partner Management & FLM Operations
Ciena
Margie Custin
Margie Custin
Head of Service
Mettler-Toledo

Bringing 6 years of experience in Service with Mettler Toledo as Head of Service Product Inspection Americas, Margie is responsible for Field Service, Dispatch and Scheduling, Tech Support, and Service Sales / Business Development. Prior to that, she has over 20 years in Finance, most recently 5 years as CFO Product Inspection Mettler Toledo prior to transitioning to Service.

Len VanderHulst
Len VanderHulst
Head of Service, Business Development - Global Service
Mettler-Toledo

Len VanderHulst has over 28 year of service management experience with Industrial Equipment and Medial Device manufacturers. During the past 20 years, He has been with Mettler-Toledo in various service management roles. In his current position, he is responsible for developing, managing and implementing service initiatives which focus on growth of our services businesses across the Product Inspection Division in the US. These initiatives include in-depth analysis of Mettler-Toledo's installed base in order to find additional service opportunities as well as developing our go to market strategy for service products within the Product Inspection Division.

Within Mettler-Toledo, he has also held positions, as the Head of Business Development in Global Service, Regional Service Leader for MT Europe, and also Head of Service for the AutoChem business unit.

Prior to joining Mettler-Toledo, Len also held several Field Service Management positions for a large global medical diagnostic company.

Michael Stamler
Michael Stamler
Senior Director, Customer Success Strategy & Offering
Autodesk

Michael Stamler is Senior Director of Customer Success Offerings at Autodesk where he is responsible for pricing, packaging and positioning Autodesk’s portfolio of enterprise service offerings. Michael has held worked as a leader in the services industry for over 25 years managing regional call centers, global support and consulting organizations while helping evolve the services business models to align with the overall corporate strategy.

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. Michael holds a Bachelor of Industrial Design from Carleton University in Ottawa.

Joseph Lang
Joseph Lang
Senior Vice President, Service - Region 4
Comfort Systems USA
Mr. Lang has been in the HVAC service industry for 34 years working for both OEM manufacturers and independent service and construction contractors. During his career he has held positions in field service, service technology, sales and service management. In his current role, he leads a group of operating companies within Comfort Systems USA that have doubled their service revenue and profitability in less than five years, and is also leading Comfort Systems USA field service technology team with the goal of identifying and implementing new technologies into the HVAC service organization.
Scott Tarran
Scott Tarran
Director, Service Operations
Bruker AXS
Cliff Rees
Vice President, Field Services
Hughes Network Systems
Ira Busman
Ira Busman
Vice President, Customer Service
Okuma America
As the Vice President of Customer Service, Ira is responsible for strategy and execution across Okuma America Corporation's vast Distribution network serving North, South and Central America. Ira began his tenure with Okuma in 1986, starting an Electronic/Engineering Technician. Ira worked through various positions within Customer Service at Okuma and recently held the position of Vice President of Operations, responsible for Engineering and Manufacturing.
Navin Mehta
Navin Mehta
Senior Vice President, Global Services
Polycom
George Hubert
George Hubert
Director of Information Technology
Sundt Construction
Robert Gillette
Robert Gillette
Director of Product Support
STULZ USA

Robert Gillette is the Director of Product Support for STULZ Air Technology Systems, Inc. of Frederick, Maryland. In this capacity, Mr. Gillette maintains operational and P&L responsibility for all aftermarket sales and support services for the STULZ line of climate control products. He leads a team of service professionals dedicated to 100% customer satisfaction and operational excellence, maximizing aftermarket sales potential and identifying new revenue opportunities, elimination of unnecessary costs and delays in final service & support delivery.

Robert possesses a 20-year record of accomplishments and has held senior leadership positions at various companies in the Washington, D.C. area. He has experience in government relations with legislative and executive branches of government at the local, state and federal levels. Throughout his career he has led teams comprised of individuals from diverse educational, cultural and professional backgrounds. He is adept at leveraging his unique style of problem solving and strong focus on customer satisfaction to unify expectations for all stakeholders. . Mr. Gillette is a distinguished veteran of the United States Navy where he served honorably for eight years and was awared the Navy and Marine Commendation Medal.

As a community leader, Robert has participated in a number of civic and charitable events over the past 2 decades. Most notably, he organized the Howard County Autism Society’s inagural “One Step Closer” walk-a-thon in 2007, which has since become an annual event. Mr. Gillette has also served the greater Baltimore, Maryland community as a volunteer construction supervisor with Sandtown Habitat for Humanity (now Habitat for Humanity of the Chesapeake). Robert is currently a member of the Howard County, Maryland Commission for Veterans and Military Families and serves as the President of The Howard County Veterans Foundation, Inc. In this capacity, he is leading the efforts for the construction and development of the Howard County Veterans Monument.

Ross Brewer
Ross Brewer
National Service Director
Belimed

With over 30 years of service and operations experience in the medical device industry, Ross Brewer currently serves as the National Director of Service for the Belimed company’s US Region. In this role he oversees Field Service, Service Operations and Administration, and Project Management and Installations and is currently engaged in building out an organization to meet the demands of a rapidly growing business.

Prior to Belimed he worked with companies such as Becton Dickinson as the National Director for Technical Services and Support, and with the Hill-Rom company. During his career with Hill-Rom, Ross held many leadership positions such as Director of Order Management, Manager of Hill-Rom’s Technical Support departments, Field Service Regional Director, Director of Nurse Call and Communications Systems Installation and Service.

Ross attended University of Phoenix where he graduated with a Master’s degree in Business Management.

Tad Drescher
Tad Drescher
Corporate Manager, Field Services
CableONE
Roy Dockery
Roy Dockery
Vice President, Field Operations
Swisslog Healthcare Solutions
Roy Dockery currently serves as the VP of Field Operations for Swisslog Healthcare North America. In this role, he oversees Field Service, Support Services, Technical Training, and Operations Administration for Swisslog’s healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the Pharmacy Automation service division from the ground up as the Director of Field Service Operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction. Roy currently serves as a member of TSIA’s Healthcare Advisory Board.
Terry Diaferio
Terry Diaferio
Senior Director, North American Service
Tennant Company
Experienced Service Executive with a demonstrated record of success in building and growing businesses. Proven ability to assess, identify, and implement both strategic and tactical actions for profitable growth. Proficient in Sales and Operations Management, Acquisitions, and General Management. Strong skills in Sales, Account Management, and Target Account Selling to compliment operational Excellence initiatives and actions. Joined Tennant in 2014 and is transforming their successful Industrial Service model for double digit growth and market capture.
Joseph Molesky
Joseph Molesky
Senior National Operations Manager
Tennant
Nir Galpaz
Nir Galpaz
Vice President, Customer Lifecycle & Success
Mitel

Nir has been a customer success executive for the last 20 years, building teams, processes and systems to improve customer experience while reducing churn. His journey has taken him from hardware and software to XaaS where the entire customer life cycle has to be addressed as a whole. Nir enjoys helping customers achieve their goals, as well as building successful teams.

Throughout his career, Nir has held leadership positions at technology companies, including ShoreTel, Juniper Networks, and RAD Data Communications. He was responsible for overseeing the entire customer experience, including increasing customer satisfaction scores by 15% YOY, Minimizing customer churns in 3% increasing MRR and shortening the book to bill cycle.

Mark Hessinger
Mark Hessinger
Vice President, Global Customer Services
3D Systems

Mark Hessinger is the VP Services at 3D Systems Inc. and is responsible for all Global Services Functions. He is a Senior Global Customer Experience Leader who leads organizations to higher performance.

A visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable and scalable solutions that deliver greater customer loyalty and employee engagement.

Mark designed and led Global Customer Experience programs leveraging NPS and a closed loop process improvement at multiple companies. He architected the strategy and led IoT and M2M projects that leveraged technology to transform business processes and operations. He enjoys finding sustainable solutions for large messy customer facing problems.

Vu Tran
Vu Tran
Vice President, Operations
3D Robotics
A modern support executive who has built support organizations all over the world, Vu Tran has spent his life making sure that customers are heard, seen and serviced. He's launched support all over Asia for IBM, developed support strategies for mission critical products and customers and most recently, designed and set the standard for drone support with 3D Robotics. Always on the front lines of digital trends, he makes it his mission to stay in touch with today's customers to identify gaps in established structures and support trends.
David Saunders
David Saunders
Senior Vice President, Market Development - Global Services
Bunn-O-Matic

David Saunders has been with BUNN for nine years, currently serving as SVP, Market Development Global Services. His prior position at BUNN was VP and General Manager, Service Operations.

Before joining BUNN, Dave was with Sara Lee and Unisys in senior level Op’s management and business development roles. He hails from from Toledo, Ohio, and currently lives in Palatine Illinois with his wife, and has three children and four grandchildren.

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

Tim Spencer has a diverse background of manufacturing management, operations leadership, service and support, and general management. Working within multi-billion dollar companies, he has service experience driving change leadership across global environments.

With unique solutions and innovation, Tim has led revenue and profit growth, new product development, and customer satisfaction at The Standard Register Corporation, General Binding Corporation, ACCO Brands, WMS Gaming Inc, Scientific Games, and most recently with Bunn-o-matic Corporation. He is the recipient of excellence awards from both Gartner Group and Aberdeen, and has been recognized by technology organizations for implementations in field service management solutions.

Tim is a graduate of the University of Utah with a degree in Business Finance and currently resides in Springfield, IL.

Pat Crespin
Pat Crespin
Director, Professional Services
ZOLL Medical
Linda Magrath
Senior Director, Customer Success
Medidata Solutions
Dave Carlsen
Dave Carlsen
Director of Field Service
BW Papersystems
Roger O'Connor
Roger O'Connor
Vice President, Product Support
Gosiger

Roger O'Connor is Vice President of Product Support for Dayton, Ohio based Gosiger, Inc. Gosiger is a nationwide distributor of machine tools representing manufactures such as Okuma, Haas, and others. O’Connor has been with Gosiger for 19 years.

He is currently responsible for managing the company’s spare parts organization and 1/3 of the company’s 180 service techs in 13 states. In addition to selling and servicing the products we sell, Gosiger provides engineered turnkey solutions and automation solutions for our manufacturing customers with more than 50 applications and automation engineers on staff.

Marc Brown
Vice President, Service & Operations
Esaote
Vipul Samat
Vipul Samat
Senior Director, Customer Success Enablement
Ellie Mae
Chris Westlake
Chris Westlake
Vice President & General Manager, Services & Electrical Businesses
RK Mechanical
Adam Nebeker
Adam Nebeker
Vice President, Field Service
vivint.SmartHome

As Vice President of Field Services for Vivint.SmartHome, the largest provider of smart home services in the world, Adam oversees a team of nearly 1500 service professionals who install and service smart home systems throughout the United States and Canada. Prior to joining Vivint, Adam served as VP of Operations at Cummins Sales and Service, managing field service operations in the Rocky Mountain Region.

Adam began his career as an entrepreneur, co-founding and managing an Arena Football team, the Spokane Shock, that won 3 National Championships under his leadership. He holds a law degree from the college of William & Mary and an MBA from Brigham Young University. He lives in Provo, UT with his wife Meghann and his 3 children.

Steve Meyers
Steve Meyers
Director of Retail Field Services
vivint.SmartHome
Yaron Bartal
Yaron Bartal
Vice President, Global Business & Services
Nova Measuring Instruments

Above 23 years of global business management and company executive, 15 years working and living in Asia (Beijing, New Delhi, Taiwan and Hong Kong), Business unit management, Oversees business penetration, marketing, sales, delivery, post sales and organization operations.

Experience in Semiconductor, Flat Panel Display and Telecommunication markets, Nowadays working for Nova Measurement, worked for Orbotech previously as well for Vocaltec.

Neil Senior
Neil Senior
Vice President, Customer Success
Mimecast
Peter Officer
Business Team Leader – Aftersales
Hypertherm
Art Gairo
Art Gairo
Senior Vice President, Customer Operations
Evolve IP

Art Gairo is a Senior Executive with over 20 years of experience in building, transforming and leading world class customer service organizations.

Art serves as Senior Vice President at Evolve IP, The Cloud Strategy Company™. In this role, Art is charged with enhancing all of the company’s customer facing programs as Evolve IP continues its global expansion. He is the Head of the entire client experience, and directly leads customer care & support, advanced technical services, solutions engineering, project management, service delivery, client activations and field services.

Prior to joining Evolve IP, Art was the Senior Vice President and Head of Customer Experience at Broadview Networks, with responsibility for all Service, Repair, and Care Centers; Enterprise Customer Support Division; Field Operations; and the Agent and Wholesale Support Divisions. Before joining Broadview, Art was Vice President of Customer Operations at ATX Communications, which was acquired by Broadview in 2006. Art was also Vice President of Client Implementation at Allegiance Telecom prior to his time with ATX Communications.

A multiple award-winner, including for ‘Customer Service Team of the Year’, Art holds a 6 Sigma Black Belt Certification and dual Master’s Certifications in Lean 6 Sigma and Organizational Leadership from Villanova University. He is currently enrolled in the Executive Leadership Program at Notre Dame’s Mendoza School of Business. Art served as the Chair of the American Business Awards for Customer Service Categories in 2011 and will serve as Chair for a second time in 2018.

Art resides in the Montgomery County, PA area, with his wife Karrie Ann and their 4 children: Joseph, Gina Marie, Alyssa and Alayna.

Valt Vesikallio
Valt Vesikallio
Senior Vice President, Global Services
Hyland

Valt Vesikallio is Senior Vice President of Global Services at Hyland Software, leading software provider of Content Services in the world. In his role, Valt is responsible for the Services P&L spanning over 500 resources worldwide and over 100M in annual services revenue.

Valt joined the company in 2012 as a Director of Consulting and the company’s services related revenues have more than tripled during his tenure. Prior joining Hyland, Valt worked for Lawson Software in the capacity of a Practice Director for their Healthcare vertical. He has over 20 years of progressive experience in the Software Services including extensive Big 5 Consulting experience.

Valt received his MBA from University of Helsinki and undergraduate degree from Michigan State University. He was born and raised in Helsinki, Finland but has now called the Cleveland area home for the past 18 years.

Ryan Brewer
Ryan Brewer
Director, Commercial Services
Wesco Turf

Over 15 years of experience in Operations, Customer Service, Leadership roles within business and military environments. Recognized for commitment to excellence in service and loyalty to both customers and staff with a visionary style of communication and strategic mission that benefits the organization and the broader community. Currently, Director of Commercial Service, with Wesco Turf, Inc., a commercial turf equipment distributor in Southern Georgia and Florida; selling and servicing Toro, Club Car, Salsco, and Bernhard equipment manufactures. The commercial services division focuses on production, equipment repair in facility, mobile service equipment repair, rental equipment business and maintenance service contracts selling and servicing.

Jason Flores
Jason Flores
Director of Customer Success
EDGE-Global Technology Solutions
I have spent several years with Autodesk and their Partner Network working with Major Accounts to define and measure support and success engagement models. I have won several awards for teamwork, NPS quality and quantity, and quota retirement. I have maintained a 100% renewal rate within my roles at various companies. I pride myself in developing deep professional relationships with my customers ensuring success in the projects my delivery teams complete. I currently work for a service integrator (EDGE) where I am directed a team delivering on Design Technology Management contracts and project work.
David McCoy
David McCoy
Director, Technical Service
Ariel Corporation
David grew up in rural Oklahoma and has worked in a wide range of capacities and locations in the Oil and Gas Industry over 37 years, primarily in Technical support and Customer Service. Dave is a United States Army Veteran and his continued education is in Automotive Technology. He holds several industry certifications and has an MBA through Ohio University. Dave presents regularly at several national industry conferences and teaches an annual short course at the University of Oklahoma. He is currently the Director of Technical Service for Ariel Corporation and is responsible for product support worldwide.
Dario Samarzija
Dario Samarzija
Technical Support Team Lead, EMEA
Alfresco
Dario Samarzija is a technical support team lead at Alfresco, an open source company. Mr Samarzija uses his vast technical experience gained working as a support engineer and business consultant across the industry and his leadership skills to ensure and deliver continuous success for both the clients and the team. He holds a number of industry-recognized certifications from Amazon (AWS Solution Architect Associate), Microsoft (Microsoft Certified Professional), Cyberoam (Certified Network and Security Professional) as well as Service Strategies Certified Support Supervisor certification. He also speaks several languages and is naturally curious about exploring ways to improve service quality.
Christopher Dann
Christopher Dann
Director of Ink; Service Manager
Durst Image Technology
James Joyner
James Joyner
Vice President, Corporate Excellence
Card-Monroe Corporation

Jim Joyner is Vice President of Corporate Excellence for Card-Monroe Corp., the premier manufacturer of tufting machines for the global carpet, rug and synthetic turf industries. Jim graduated from the University of Tennessee at Chattanooga and later earned an MBA from the University of St. Thomas in Minnesota.

Jim began his professional career in with the 3M Company where he progressed through the ranks in manufacturing, quality, sales and marketing. He later joined Philip Crosby Associates, Inc., the world’s largest consulting firm specializing in quality where he became a senior vice president and division president, expanding the Quality College Division into seven countries. After eight years with Crosby, Jim started Joyner & Company, a management consulting and training firm with clients around the globe. He has been at Card-Monroe since 2003.

Jim and his wife Gretchen have been married forty nine years and have four grandsons to enjoy.

Raul Aguirre
Raul Aguirre
Director of Service
Coachella Valley Water District

Mr. Aguirre has been employed by the Coachella Valley Water District for over 30 years and has served as the Director of Service since 2006. Prior to that he was the Assistant Service Director. He started at CVWD in 1985 and worked his way up through the ranks in various departments and in 2000 became the Meter Reader Supervisor in charge of field service customer requests.

Mr. Aguirre has over 30 years of customer service experience and training, with a demonstrated history of working in the government administration industry. Skilled in Service Delivery, employee engagement, Budgeting, Performance Improvement, Customer Support, and Operations Management.

He has served as an American Water Works Association committee member and holds a Grade II in Water Distribution from the State of California Health Department. He has received a certificate in Supervision and Management from College of the Desert where he served on the College of Business/Management Advisory committee, completed the Supervision and Leadership program with the University of California, Riverside, American management associations MBA program and has also completed the course on Water/Wastewater Leadership at the University of North Carolina at Chapel Hill.

He is active in community service through coaching youth sports and high school Baseball teams.

Gerald Norz
Gerald Norz
Vice President, Global Customer Service
B&W MEGTEC

Gerald is a currently V.P. of Global Aftermarket Services with B&W MEGTEC & B&W Universal. Gerald is responsible for managing the $70M aftermarket business on a global basis. Managing the field service staff, technical support staff, parts department and engineering services, with employees scattered around the globe in 14 different countries.

Gerald has his undergraduate degree from the University of Wisconsin-Platteville in Mechanical Engineering and his MBA from the University of Wisconsin - Oshkosh. Gerald has been with MEGTEC for 28 years. He is married with his wife Lisa of 32 years and is the father of three wonderful girls.

Scott Steinberg
Scott Steinberg
Change Management Expert, Futurist, and CEO
TechSavvy Global
Tom Bright
Tom Bright
Chief Executive Officer
Field2Base

Tom is an accomplished software executive with 20+ years of leadership experience with high-growth companies, including having led 100+ mergers and acquisitions, owned $450M P&L, handled two IPOs, and successfully managed a high-performing 500-member team, to name a few highlights.

Before joining Field2Base as its CEO, Tom served as CEO and President of Lulu Press from 2010 to 2014. Under Tom’s leadership, Lulu Press experienced significant growth in customer acquisitions and became the foremost provider of digital content for the leading provers of mobile e-readers.

Tom also spent five years with Peopleclick, a global leader of human capital management software solutions, where he served as its President, COO & CTO. Tom guided Peopleclick through redesigning existing products, launching several new award-winning products, unveiling a new brand, and growing the company in customer acquisitions, global revenue and profitability. Tom was additionally a key figure in the acquisition of Peopelclick by Bedford Partners and their merger with Authoria.

Tom is most recently the co-founder and managing principal to Swordstone Partners and is a member of the board of directors for Mobile Reach. He has a B.S. degree in computer science and business administration from the University of Massachusetts.

Vivek Joshi
Vivek Joshi
Chief Executive Officer & Founder
Entytle

Vivek Joshi, CEO and Founder of Entytle, Inc., is an executive with significant Aftermarket Service experience in various industries, spanning diversified industrial manufacturing, healthcare, private equity and high technology. He previously was founder and CEO of LumaSense Technologies Inc., a temperature and gas sensor manufacturer, from inception through February 2013; an Operating Partner at Shah Capital Partners; and Senior Vice President of Marketing for Sun Services, a $3.6 billion division of Sun Microsystems. He was also a senior executive at GE and has extensive experience in Aftermarket business in various companies during his career.

Vivek has an M.S. in Chemical Engineering and an M.B.A. from the Darden School of Business at the University of Virginia, Charlottesville and a B.Tech in Chemical Engineering from IIT, Mumbai.

Lonny Oswalt
Lonny Oswalt
Chief Executive Officer
MobileFrame
Alvaro Pombo
Alvaro Pombo
Chief Executive Officer
ProntoForms

Alvaro Pombo brings 28 years of leadership and telecommunications experience to ProntoForms. As CEO and Founder, he plays a fundamental role in financing, driving strategy and is active in research and development, product strategy, and business development.

Prior to founding ProntoForms, Pombo was CIO and Vice President of Global Information Technology for the Carrier Internetworking Division of Alcatel Lucent. He joined the company via its acquisition of Newbridge Networks (Feb 2000; $7.1B). Pombo had been CIO, Vice President of eCommerce, Director of Electronic Marketing, and Latin American Sales with Newbridge. Under his leadership, the company's e-business organization gained recognition as one of the highlights of the acquisition and helped establish a service-oriented IT model for the company.

Pombo has served as consultant to Palm and other technology leaders, and continues to help nurture entrepreneurs and innovation. Pombo holds several Patents and was a winner of the Ottawa Business Journal's 40 Under 40 in 2000. He holds a BS in Computer Engineering from Universidad de los Andes in Bogota, Colombia. Additionally, he holds an MBA from the University of Ottawa and an executive degree from Georgetown University.

Steve Wellen
Chief Executive Officer
FieldAware
Shahar Chen
Shahar Chen
Chief Executive Officer & Co-Founder
Aquant
Shahar Chen, CEO & Co-Founder of Aquant, is an entrepreneur and expert in the field service world. Shahar brings more than 15 years of both business and technical expertise in leading sales, innovations, design and implementations of enterprise mobile workforce management applications, cloud implementations and workforce planning and scheduling solutions. Shahar started Aquant with the mission of bringing a unique AI solution to the field service world, enabling companies to maximize their products’ uptime by making smarter, data-driven, optimized decisions throughout the customer service process. Prior to starting Aquant, Shahar spend 14 years at ClickSoftware, where he served in various positions for sales, consulting, and innovation, with his most recent positions serving as an Enterprise Sales Executive and Director of Solution Center.
Scott Berg
Scott Berg
Chief Operating Officer
ServiceMax from GE Digital
As Chief Operating Officer, Scott is responsible for the total solution for our customers, including Product Management, Engineering, Services, Alliances, and Customer Success. Prior to joining ServiceMax, Scott was a Regional Sales Manager at SuccessFactors. He was an original member of the team that formed SuccessFactors first industry vertical team focused on the healthcare market.
Jereme Pitts
Jereme Pitts
Chief Operating Officer
Librestream

Jereme is a graduate of the Executive Program at the Anderson School of Business of the University of California, Los Angeles. He joined Librestream as Chief Operating Officer in 2013 to lead the company’s sales, marketing and business development initiatives.

He brings a proven track record in sales leadership and deep experience in the video technology market as well as enterprise software sales. In 1999, Jereme co-founded Accordent Technologies Inc., a leading provider of video content management and delivery solutions, where he served as its Senior Vice President of Sales and Marketing. In this role, Jereme grew revenue from $0 to $20M resulting in the sale of the business in 2011 to Polycom Inc., a global leading unified communications company. While with Polycom, Jereme successfully integrated the business and achieved 100% growth in revenue year over year.

Jereme had previously served as Vice President of Sales at Downtown Button & Supply and at Security Printing. He has broad knowledge and understanding of the webcasting, web conferencing and web collaboration industries and their associated business models, technologies, products, pricing and competition.

Assaf Melochna
Assaf Melochna
Chief Operating Officer & Co-Founder
Aquant

Assaf Melochna, COO & Co-Founder of Aquant is an expert in Field Service. He has years of business and technical expertise in enterprise software as well as consulting experience for Fortune 500 companies on field service management. Assaf started Aquant with the vision of helping service companies to maximize their products’ uptime. Assaf brought a unique approach from his experience as a Major in the intelligence forces (IDF) where he specialized in turning massive data to knowledge, and knowledge to actions. Applying AI, on top of this proven methodology, enables service companies to leverage their data throughout the service lifecycle to make smarter, faster, data-driven decisions throughout the customer service process. Prior to starting Aquant, Assaf spent 10 years at ClickSoftware, where he served in various positions in consulting and innovation.

Kyle Buzzard
Kyle Buzzard
Co-Founder & Chief Operating Officer
Techadox

Kyle Buzzard is a co-founder and the COO of Techadox, a Field Service Management company based in Newark, Delaware. The mission of Techadox is to take the uncertainty out of contingent labor. At Techadox, Kyle is responsible for ensuring client satisfaction, service quality, and operational growth.

Kyle has over 20 years of executive and entrepreneurial roles including business development experience across a variety of high tech industries. Notable achievements include launching a partnership between a top computer retailer and the nation’s third-largest lending company and launched America’s first 1.5G wireless network in the Philadelphia market. Kyle has also assisted numerous small businesses as the Center Director for a state-level Entrepreneurial & Small Business Center of Excellence.

As co-founder of Techadox, Kyle launched Labor as a Service,™ a proprietary contingent labor management platform. LaaS™ includes logistics support, managed field services, and technician verification. Techadox is the only company that provides cross-industry management and parts in the Field Service industry.

Kyle is a lifelong resident of Delaware, proud father, and an award-winning ballroom dancer.

Samir Gulati
Samir Gulati
Chief Marketing Officer
ServicePower

Samir Gulati, appointed CMO at ServicePower in 2017, was previously VP of marketing at Appian where he helped to rapidly grow the company and take it to a very successful IPO in May 2017. Prior to that, he held a number of executive leadership roles are Pegasystems, Apptix and SAGA Software. He began his career at GE, where he lead Product Management and marketing teams in the US and Asia-Pacific.

Samir holds an MS degree in Computer and information Science the University of Pennsylvania and an MBA from the University of Chicago’s Booth School of Business.

Mynul Khan
Mynul Khan
Founder & Chief Executive Officer
Field Nation
Mynul Khan is the Founder and CEO of Field Nation, the leading online marketplace and project management solution that enables companies to find, hire, and pay service technicians when and where there is work to be done. His programming and data analyst background, as well as a honed “growth hacking” business acumen, has led the company to consistent success, through word-of-mouth referrals and limited external capital. Today, Field Nation has full-time staff in Minnesota, Georgia, Pennsylvania, Missouri, and Bangladesh. Additionally, Field Nation counts thousands of users, service companies, and service buyers from all over the world as important users and participants in the company’s vision.
David Nedohin
David Nedohin
President
ScopeAR
Scott Sobera
Scott Sobera
Senior Vice President, Sales
Help Lightning

Always up for a good challenge and open to innovative solutions, Scott’s career has led him to work with a variety of companies in sales leadership roles, including Accelarad (now Nuance Communications), Optimal Readings (now Aris Radiology), Awarix (now McKesson), ComFrame (now NWN), The Trizetto Group, Nichols TXEN (now CSC Healthcare Solutions Group), and others. Scott has a nuanced ability to understand, communicate and deliver software technology solutions to individuals and business that can benefit from them the most.

His impressive resume of 20+ years of value-creating relationships has led him to Help Lightning, a Birmingham-based technology company where he currently serves as a Senior VP of Sales. Help Lightning is a virtual presence technology company that leverages a mobile merged reality video app for the service industry.

Scott holds a bachelor's degree from Auburn University.

David Troll
David Troll
Senior Vice President, Sales & Customer Operations
Glympse

David Troll is SVP, Sales & Customer Operations at Glympse, the leader in location-based customer experience and operations management solutions, where he oversees the end-to-end customer life cycle - from pre-sales and sales through delivery and long-term care and support.

Troll has over two decades of experience partnering with industry-leading service businesses across the globe to grow revenue, improve operations and enhance the customer experience. He is an expert at helping organizations identify, implement and optimize their use of technology solutions that drive deeper customer engagement and improve operational effectiveness during the critical final stages of on-premise services and deliveries.

Prior to joining Glympse, Troll led the client success function for Oracle’s Field Service Cloud business across the U.S. and Canada. He came to Oracle through the company’s acquisition of TOA Technologies, where Troll held progressive roles from vice president & general manager of North America to vice president, global account management and business optimization. Troll was the executive responsible for ensuring satisfaction, retention and growth of TOA’s 100 enterprise clients across 20 countries.

Previously, he held leadership roles at Dun & Bradstreet, where he helped integrate Hoover’s after the acquisition by D&B, including coordinating go-to-market teams and processes.

Steven Caldwell
Steven Caldwell
Vice President, Business Transformation
PTC

Steven Caldwell is the Vice President of Business Development at PTC. Steven is a service parts optimization thought leader with over 15 years of best practice knowledge. He is a key contributor to the design, development and delivery of Servigistics – the industry leading service parts optimization solution. Steven and his team provide dedicated support for PTC’s Servigistics Business Unit helping service organizations orchestrate world-class service parts optimization (including service parts management and service parts pricing).

Steven holds a Bachelor’s Degree in Economics and a Bachelor’s Degree in Computer Science from Vanderbilt University.

David Schulze
David Schulze
Vice President, Business Development
Cognito iQ
Patrice Eberline
Patrice Eberline
Vice President, Global Customer Transformation
ServiceMax from GE Digital

Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations.

Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations.

Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across four discrete Corporate Performance Management practices and hosted operations.

Lubor Ptacek
Lubor Ptacek
Vice President, Product Marketing
ServiceMax from GE Digital

Lubor leads the Product Marketing function at ServiceMax, from GE Digital, with a broad range of responsibilities ranging from messaging and customer value propositions to product launches and analyst relations.

Prior to joining ServiceMax in February 2016, Lubor led corporate-wide product marketing at OpenText, the leader in enterprise information management. Before OpenText, he worked at EMC, Documentum, Vignette, and Novell. From 2010-2015, he served on the Board of Directors for the Association for Intelligent Information Management (AIIM).

Lubor holds a computer science degree from Technical University Ilmenau in Germany and has an MBA from Santa Clara University in California. He lives and works in the San Francisco Bay Area.

Paul Whitelam
Paul Whitelam
Vice President, Product Marketing
ClickSoftware
Jeff Bonnell
Jeff Bonnell
Vice President, Industry Solutions
Coresystems Software USA
Jeff Bonnell, Coresystems VP Industry Solutions, has extensive experience in the field of asset management and maintenance; from operational experience at Michelin, to running marketing, product strategy and professional services across multiple asset management and maintenance software firms. In addition to his professional career, Jeff has also developed and teaches a university class in collaboration with PEMAC (Plant Engineering & Maintenance Association of Canada).
Steve Smith
Steve Smith
Vice President, Strategic Industries
ClickSoftware
David O'Leary
David O'Leary
Vice President, Service Parts Logistics and Returns
UPS

David O’Leary brings over 27 years of management experience through several key roles in Sales, Finance and Operations positions that he has held during his career at UPS. As Vice President of Service Parts Logistics and Returns, David is responsible for the US and Canada operations while having strategic oversight for the product globally.

Prior to taking on this role David was Vice-President of High Tech Sales. In this role, David was responsible for managing a group of High Tech sales executives who support internal and external sales cycles focused on UPS distribution and service part logistics products.

David began his career with UPS through the acquisition of Livingston Inc. in October 2000. Just prior to the acquisition, David had moved into a Service Parts Logistics (SPL) operations role and assumed more senior operational responsibilities within SPL at UPS. Prior to moving to operations, David spent four years with Livingston in various financial roles. His last financial assignment was Controller of Livingston, Inc. David spent one year at Coco-Cola as a Finance Manager prior to joining Livingston. David also worked for Price Waterhouse for five years performing roles in audit, tax and insolvency groups.

David has a Bachelor of Commerce degree from the University of Toronto. In addition, he obtained his Certified Professional Accountant (CPA) designation in 1992 during his apprenticeship with Price Waterhouse.

Stephen Fioretti
Stephen Fioretti
Vice President, Service Cloud Strategy
Oracle
Manas Pattanaik
Manas Pattanaik
Managing Director, Energy Services
PwC
Venki Subramanian
Venki Subramanian
Senior Director, Product Management
ServiceNow

Venki Subramanian leads product management for Customer Service & Field Service Management solutions at ServcieNow. Venki has a track record of successfully introducing and growing multiple Cloud and Mobile based Customer Engagement and Field Service solutions to the market, defining product and go to market strategy and working with strategic customers on their business transformation initiatives.

Prior to joining ServiceNow, Venki worked at SAP where his experience spanned Customer Engagement and Supply Chain management solutions, Social and Mobile, Data Management and Synchronization solutions and Application Integration.

Venki has an M.S. in Software Engineering and an MBA in Marketing and Finance from Santa Clara University.

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

Mark Bloom is the Sr. Director for Strategy and Operations for the Service Cloud.

Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning.

Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.

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

Peter is a 20 year veteran of the Customer Relationship Management/Business Applications industry. He has spent the majority of those years in a consulting management, sales/engagement management role in both mid-sized and enterprise global customers.

Peter has extensive experience in building CRM practices while directing full scope of activities around practice management and sales. He has been an instrumental player in executing sales discovery and envisioning, due diligence, drafting Statements of Work, preparing and negotiating contracts, defining project requirements, and liaising with both client and company stakeholders to deliver business value outcomes. He has an extreme passion for serving customers with my insight and experience to provide business value based outcomes.

Dan Miller
Dan Miller
Director of Industry Solutions – Manufacturing
AT&T

The Industry Solutions role is client facing and attempts to bridge the gap between manufacturing line of business leadership and AT&T solutions. Dan’s responsibilities are three-fold; first directly engaging with customers to explore technology and solutions that improve business models, second, sharing knowledge with the broader AT&T manufacturing team to align them with industry trends and pain points, and third, representing AT&T at key industry events to establish AT&T’s voice in this industry.

Dan’s prior role was leading the US solutions team focused on AT&T largest integrated client, Royal Dutch Shell. In this role, Dan’s team was responsible for the front door of all technical projects as well as creating innovative solutions to solve Shell’s evolving business challenges. Dan also spent 7 years leading one of AT&T’s Industry Solutions Practice. Dan lead this large nationally focused team, which was focused on the Manufacturing, Energy and Utilities Industries. In that role, the team provided industry insight, expertise and guidance to help AT&T enterprise organisations with innovation and future technology. The team helped identify and commericalize converged solutions like SmartGrid solutions, Man-Down, Demand Response and other industry focused applications. Dan was a regular contributor and speaker at industry events in support of AT&T’s efforts in these industries.

Prior to joining AT&T, Dan provided similar industry expertise for another national communications firm, helping to establish early implementations in the mobile first category. Dan has worked in the industrial space, promoting energy management solutions as well as working in custom water and process treatment technologies. Dan spent the early part of his career working on oil and water well projects both on and offshore.

Dan is a native of Rochester, NY. He holds a Bachelor of Science in Ocean Engineering from Texas A&M University. Dan and his two sons live in Katy, TX.

Ted Steffner
Ted Steffner
Director, Business Development
Hitachi Solutions America
Erik Lindholm
Erik Lindholm
Head of Product Strategy
Syncron
Michael Mendoza
Michael Mendoza
Field Service Practice Lead
Hitachi Solutions America
Ben Vollmer
Ben Vollmer
Global Field Service Lead
Microsoft

Ben Vollmer is a 20-year veteran of the CRM Community. Ben was one of the first field resources dedicated to Dynamics CRM and has been involved with Dynamics CRM since the V1 Alpha. Prior to Microsoft, Ben has worked with a variety of CRM and Field Service solutions. Some of the notable customers he has helped get value from Dynamics include WellCare, Tyco, CSX and Raymond James. He has been involved with Dynamics CRM in a wide variety of roles.

Ismael Chivite
Ismael Chivite
Senior Product Manager
Esri
Andrew Thomas
Andrew Thomas
UX/UI Design Manager
Mize
Laura Flores
Laura Flores
Market Manager, Field Service Solutions
DSI
Laura Flores is a digital and mobile expert with a diverse background in technology consulting, marketing and strategy development. As Market Manager, DSI Field Service Solutions, she is focused on understanding audience needs to deliver products and experiences of value while generating maximum business results.
Andrea Bach
Andrea Bach
Senior Solutions Consultant
Trimble
Andrea Bach has been creating and implementing solutions to optimize service delivery for the last 17 years. She has worked within many industries including telecommunications, energy utilities, oil & gas, pest control, building management, and armored transport. Her experience includes process analyses and architecture, policy development, change management planning and execution, training development and deployment, business case development and ROI analyses. Andrea previously worked at Telogis and ClickSoftware before making the move to Trimble as a Senior Consultant.
David Giannetto
David Giannetto
Chief Operating Officer
Astea
David joined Astea in August 2015 with extensive experience as a senior manager in technology-oriented professional service firms. He is a nationally respected thought-leader on how complex emerging technology and information-based initiatives can be leveraged by organizations to improve operational efficiency, financial results and strategic differentiation. David is the author of three books and a frequent speaker and columnist. He has led initiatives for many of today’s leading brands and has been named a business thought-leader by the American Management Association, Business Finance Magazine and Consumer Goods Technology Magazine.
Gary Brooks
Gary Brooks
Chief Marketing Officer
Syncron
As Chief Marketing Officer of Syncron, Mr. Brooks is responsible for global marketing where his primarily focused on helping leading companies around the world efficiently and effectively improve their aftermarket service operations.

With 20 years of marketing experience, Mr. Brooks is a revenue focused B2B marketing executive who believes in qualitative work with quantitative results to deliver breakthrough revenue performance.

Mr. Brooks was formerly EVP of Global Marketing and Alliances at Servigistics where he was instrumental in accelerating the company’s growth and securing the Service Lifecycle Management (SLM) market leader position before the company was sold to Marlin Equity Partners. Mr. Brooks has also served in executive leadership roles at Ariba, Tradex, KnowledgeStorm, Bomgar Corporation, Cortera and Urjanet.

Mr. Brooks holds a BS from Northeastern University and a MS, Management from Lesley University.
Jamal Starr
Jamal Starr
President
Starr & Associates
Jamal is a motivational leader and executive with a vast array of business skills, experience, and expertise. He has an exceptional track record developing organizational strategy and leading change in environments where change is difficult. Jamal has experience in corporate strategy, financial due diligence, program management, and organizational restructuring. He is a Lean Six Sigma Black Belt with technical expertise in statistical modeling and data analysis, and he has practical experience across manufacturing, telecommunications, retail, and public sectors.

Jamal has a B.S. in Mathematics from Hampton University, an M.S. in Industrial and Systems Engineering from the Georgia Institute of Technology, and an MBA from Robert H. Smith School of Business at the University of Maryland College Park.
David Schauble
David Schauble
National Sales Manager
FedEx

David brings over 35 years experience in the Logistics and Supply Chain space with 24 years tenure at FedEx. At FedEx, David currently leads the sales effort for Critical Inventory Logistics and Special Services for FedEx. Based in Pittsburgh and manages a team of sales professionals throughout the country.

He is actively involved in Field Service events for a number of years as FedEx has been a primary sponsor for Field Service conferences in healthcare and high tech as well as the general event held in April each year.

Tom DeVroy
Tom DeVroy
Senior Product Evangelist
IFS
Sara Mueller
Sara Mueller
Portfolio Director, Program Development
Field Service Events

One of Sara’s passions is bringing people together. She achieves this as the program director of the Field Service event portfolio where service executives come together to identify best practices, inspire innovation, and build career-long relationships.

With a deep curiosity towards industry evolution and fulfillment in helping executives solve their most pressing challenges, Sara conducts market research that leads to the development of the esteemed Field Service USA, Europe, and Fall conferences.

Sara has been researching, recruiting speakers for, and managing market-leading events for over 10 years in the service, supply chain, finance, pharma, and wellness industries. Prior to conference producing Sara held various roles in technology career counseling, publishing, advertising/PR, and human resources.