April 23 - 26, 2019
JW Marriott Palm Desert Resort & Spa, CA
Vice President, Technical Field Service – Southeast
Moe Mustafa is Vice President Technical Field Services for the Southeast. In his most recent role, Moe served as the Vice President of Internet & Entertainment Field Services team in the Atlantic Region
Moe has served in various Engineering and Operations leadership positions within AT&T. His responsibilities included: Operations and Maintenance of Wireline and Wireless CORE Network at AT&T in the East Region; RF Performance & Design, Construction, Transport, Product Development, and the Maintenance and Installation of Network elements. He also served as a General Manager for Eastern and Coastal Georgia markets responsible for all aspects of the market's P&L including Sales, Marketing, business and technical operations. Prior to joining the AT&T, Moe held various leadership positions in Telecommunications and Information Technology in various industries including Energy, Oil & Gas, and Retail Sectors.
Moe earned his bachelor’s degree in Electrical Engineering from the University of Washington and holds an MBA from the Florida Institute of Technology. He is very active in the community and leads many community initiatives including mentoring community youth. In his spare time, he enjoys reading and outdoor sports.
Vice President, Technical Field Services – Southwest Region
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.
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.
Department Head, Global Service Excellence
Vice President & General Manager, Data Center Services
Laltrello is the GM for the Data Center Global Services organization for
Lenovo. Her team supports customers from consultation through end of
life. Her career spans over twenty years in strategy, marketing and operations in the Data Center and PC Industries for Fortune 500
Companies. As a passionate advocate for STEM education Laura
founded Lenovo’s first NAF Academy Internship Program for High School students.
She was recognized by Working Mother magazine as
‘Lenovo’s 2017 Working Mother of the Year’ for her efforts in building Lenovo’s
working women community and mentoring colleagues about growth and balance as a
working parent, personally and professionally.
Area Service Manager, NAS, Field Service & Support
Clifford utilizes the leadership skills gained as an Airborne Infantry platoon sergeant in the U.S. Army’s 82nd Airborne Division and prior career experience as a narcotics agent, S.W.A.T. team member, police sniper, and interrogator to increase team “buy-in,” drive employee engagement, and produce successful outcomes. He currently serves as an Area Service Manager in the North America Medical Device division of Fresenius Kabi, a global health care company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition.
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.
VP US Life Cycle Services
Vice President Service & Security & Fire Operations
Director, Service Operations
David Bishop is the Director, Service Operations for Johnson Controls representing Building Solutions North America. He works for the Building Technology and Solutions business unit of JCI that offers customer’s unmatched expertise in how to make buildings perform better resulting in improved safety, comfort, energy efficiency and employee productivity. He currently leads the HVAC service innovation team that is focused on creating and delivering technology based offerings for the truck based and site based business consisting of over 5,000 North America field technicians.
David is a graduate of Auburn University and during his thirty eight year career has held various regional and national leadership positions in Alabama, Southern California and Georgia prior moving to Wisconsin in 2002.
Senior Director, Operations & Business Development, Technical Services
FUJIFILM North America
Based in Chicago, Randy Hurless is Sr Director, Operations for Fujifilm's Graphic Service business. He is an entrepreneurial leader with 20 + years in technical service, sales and business development. Has spent most of his career at Fujifilm in various key roles including systems support, financial analysis, sales & channel development and project management.
Randy started his career as an Operations manager for Wal-Mart achieving top 5 district performance in US. Top priority is driving a customer-first service culture while improving quality and innovation in the services provided.
Randy currently resides in Chicago's northwest suburbs where he enjoys writing music, running and spending time with his family.
Director, Worldwide Customer Success, Data Center Systems
As the Director of Customer Success for Western Digital's Data Center Systems (DCS) Business Unit, Suzanne ElNaggar is an ardent customer listener and advocate. Building the Customer Success function for DCS has been the culmination of Suzanne's 18 years with technology companies. Suzanne’s career has spanned a number of customer-facing roles, including technical sales, marketing, product management, and technical support, leading to her passion for driving excellence in customer experience and transforming data into information that is heard as the ultimate voice of the customer.
Director, Global Field and Customer Service
Eric Paulik is a Senior Director of Global Field and Customer Service at Philips Spectranetics, now a part of Philips Image Guided Therapy Devices.
Eric obtained his Bachelors of Business Management degree from Colorado State University. His professional background encompasses four years of Global Medical Device Capital Equipment Field Service management and 15 Years of Global Field Service management.
Senior Manager, Multi-Vendor Projects
Charles has 34 years’ experience in the healthcare industry with both sales and service assignments. His career started in field service as an engineer progressing to management and leadership positions.
Teams he has led have developed and deployed field tools including CRM applications (Sales Force), Mobile applications, knowledge management systems, resource modeling software and smartphone technology. Change Leadership is integral to most new technology and organizational changes; his teams developed and implemented new customer escalation process and technical support teams.
Charles has an undergraduate degree in Electrical Engineering and a graduate degree in Industrial Engineering.
Director – In-Home Repair Operations
Sears Home Service
Senior Director, Service Delivery
Steve Zannos is the Senior Director of Customer Care at Electrolux, a global manufacturer of major appliances that includes the Frigidaire, Electrolux and AEG brands. He is responsible for the Field Service, Warranty Administration and Customer Engagement Center Teams in the US and Canada, which consists of over 700 employees. Steve joined Electrolux in 2016 and has 25 years of customer service experience in the automotive, home appliance, consumer electronics and outdoor power equipment industries.
Steve holds a Bachelor’s Degree from Rensselaer Polytechnic Institute and an MBA from the University of Miami. He also manages the largest customer service LinkedIn group, Customer Service Professionals, with over 155,000 members.
Technology Strategist, Hololens R&D Product Owner
John is proud to work for one of the largest and most respected construction, mining and engineering organizations in North America. Established in 1884, Kiewit is a 100% employee owned Fortune 300 company with over $10 billion in annual revenue, more than 25,000 employees, and the largest privately owned equipment fleet in North America.
At Kiewit, John identifies incremental and disruptive innovation opportunities for Field Technologies to drive operational excellence. These field technologies include IoT, AR/VR, Autonomous Vehicle Control, Mobility, GPS asset tracking, Drone Technology, 3D Printing, Smart Vest technologies for personal safety, and more.
He has more than 20 years’ experience managing and leading corporate IT teams in developing and implementing enterprise-wide software and infrastructure architectures. His work includes facilitating the technology strategic planning process to determine how IT can best benefit business outcomes. This also includes helping to capture innovation, thinking through corporate strategy, and putting technology to work in achieving it.
Director of Operations Implementation, and LRL Support
Charlie Byrd is the Director of Implementation Support at Roche Diagnostics. He joined the company in 1990 and has held various technical and managerial positions with increasing responsibility in the Support Department. Prior to joining Roche, Charlie worked for another diagnostic manufacturer where he gained his passion for the Diagnostic Testing Industry and how it has such an impact on patient lives every day.
Charlie is from England where he earned a Bachelor's Degree in Electrical and Electronic Engineering before moving to the US. He also has also earned an MBA from Indiana Wesleyan University. Charlie lives near Indianapolis and is keen photographer who loves to travel.
Corporate Manager Field Service and Mobility
Trane Building Services - Digital Strategies
VP of Field Operations
Tokyo Electron Americas
Managing Director, HVAC North America Field Service
Scott Moore is Managing Director-HVAC North America Field Service. He is responsible for the overall leadership, strategic direction and operating performance of the Carrier Commercial Service and Carrier Rentals businesses in North America.
Scott has more than 15 years of leadership experience with a strong focus on the end user in the HVAC Services and Controls spaces. Passion points include: quickly ramping up new ventures to successfully produce profit and proactive problem identification and resolution.
He joined United Technologies in 2015 as Director of Sales for North America Field Operations. Prior to joining UTC, he held a number of progressively responsible sales leadership positions with firms such as General Electric, Invensys PLC and Emerson Climate Technologies.
Scott attended the University of Wisconsin – Platteville and holds a degree in Management as well as a Six Sigma Green Belt Certification. He spends his free time focusing on his family and his passion for cars.
Vice President, Innovation
EMCOR Service Mesa Energy Systems
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.
Vice President, Fleet Operations
CRH Americas Materials
Tom is the Vice President of Fleet Operations for CRH Americas Materials and is responsible for the performance management and maintenance of more than 25K pieces of mobile equipment worth over $3.5B and a yearly spend of $750M.
Prior to working in construction materials, Tom was a Carrier Naval Aviator with over 2,300 flight hours, 350 carrier landings and 100 hours of combat time. After the Navy, Tom worked his way up in the concrete and delivery business at Florida Rock Industries, eventually becoming a Division Vice President. In 2008 Tom joined the Oldcastle Materials (now CRH Americas Materials) team and worked as a Performance Manager facilitating improved performance within 150 aggregate locations. Three years later he was selected to take his current role.
Tom holds a Civil Engineering degree from Vanderbilt University, and an MBA from the University of La Verne in La Verne California.
Sales Director - Americas
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.
Senior Vice President & General Manager, Emerging Markets
MasTec Advanced Technologies
Vice President & General Manager
Thermo King Corporation, Ingersoll Rand
Vice President, Service
Comfort Systems USA
Global Director, Ortho Care Service Applications
Ortho Clinical Diagnostics
Clearly define the objectives, understand the processes and devise controls to manage the most important factors is the basic premise of process excellence. Applied consistently, these principles have served Mike through streamlining business processes, developing predictive monitoring, globalizing technical support and launching service management solutions.
As Global Director, Service Applications, Ortho Care™ for Ortho Clinical Diagnostics, Mike oversees the integration of business process, technology solutions and analytics. Using these principles Ortho has retooled the metrics strategy to align simplicity with clear action that is consistently focused on the customer to achieve and maintain a leadership position in service.
Senior Director, North American Service
Director of Product Support
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.
Vice President & General Manager, Utility Vegetation Management Solutions
Davey Resource Group
Vice Presdient, Customer Experience - Enterprise Operations & National Accounts
Vice President, Field Operations
Swisslog Healthcare Solutions
Vice President, Global Customer Services
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.
Senior Vice President & General Manager, Service Operations
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.
Senior Vice President, Service & Parts Sales
Greg Fisher is Senior Vice President of Service and Parts Sales for the Bunn-O-Matic Corporation in Springfield, Illinois. Greg has 30 years of experience with BUNN in procurement, technical assistance, customer support, customer experience plus regional and national sales. He has worked with roasters and foodservice customers to help them improve and upgrade their coffee and beverage through equipment and service profitability programs.
In addition, Greg has presented at National Coffee Association and Specialty Coffee conferences and is an active member and supporter of the Specialty Coffee Association of America.
Vice President – Global Operational Excellence
Astec Industries, Inc.
Jim Joyner is currently the Vice President, Global Operational Excellence at Astec Industries. Prior to this role, Jim served as 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.
Jim and his wife Gretchen have been married forty nine years and have four grandsons to enjoy.
Corporate Manager, Field Services
For the past 16 years, Tad Drescher has led the transformation of customer service and field service organizations focusing on operational efficiencies and providing a world class customer experience. At CableONE Inc., he is the architect of their next generation field service organization of over 1,000 field service technicians, as well as, a world-class National Dispatch Center in Phoenix, Arizona.
Tad holds a Bachelor of Science in Industrial Engineering from Kansas State University, a Six Sigma Green Belt from the American Society of Quality, and a Masters of Business Administration from the W.P. Carey School of Business’ Executive Management Program at Arizona State University.
Customer Service Manager, US & Canada - Global Services
Michele Waugh is a Customer Service Manager for the US & Canada for Munters Global Services. She has worked holding many Operational and Service roles, such as Production Manager, Service Manager, Sales Manager over her 31 years of employment at Munters. In addition to her full time role, she has 3 grown adult children and 2 Granddaughters. She also runs a nonprofit 501C organization for challenged children and adults. Her hobbies includes rescuing of horses of which she has 24 in total. She currently resides in Salisbury Massachusetts with her boyfriend Tony and their many animals.
Senior Manager, Service Technologies, Innovation & Strategies, North America
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.
Chief Operating Officer
Mr. David's Flooring International
Vice President, Field Services
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.
Technical Support Team Lead, EMEA
Director, Technical Service
Shumate provides services for both the Residential and Commercial markets through the southeast. Although both departments have HVAC in common, they both have some major differences when it comes to field service and construction.
Frank joined Shumate Mechanical in 1989 working with the management team to computerize and streamline operations.
Frank began his career working as a COBOL programmer for Apex Supply, a wholesale distributer. Later he worked with a VAR installing Transportation and HVAC solutions to clients on the east coast.
Today, he leads a team of internal and external contractors to provide IoS solutions for Shumate’s business and field operations.
Some of the major milestones have been Integrating Microsoft Dynamics, key2act field service and Altec document repository with a mobile solution for field operations and construction site job cost along with a number of bolt-on specific application modules.
– New technology which was once an annual occurrence is now an every other month event. Knowing when to add the ‘tool’ to your toolbox is the difference of success of failure.
Frank is an avid runner and has competed in a number of marathons including the Boston Marathon.
Vice President, Marketing & Data
Recognized for successfully transforming enterprises with cutting-edge data, software and technologies, Sam oversaw the team that developed a mobile app named Tethr that is disrupting field service, improving customer experience and driving new revenues for Caterpillar and it’s dealers. He drives change though partnerships and analytical insights, and started a subsidiary company for Carter, Foundry26, that serves Caterpillar and it’s dealers worldwide.
He is experienced in SaaS development, data analytics, mobile apps with a strong background in marketing and sales in several vertical industries such as telecom, retail, and industrial. Sam has helped drive strong P&Ls at brands such as Cox Communications, AT&T and Advance Auto Parts.
Senior Vice President and General Manager
MaxGen Energy Services
Director, Customer Support Operations
Automated Packaging Systems
Mike directs global responsibility for all Customer Support Operations for the world leader in designing and manufacturing flexible bag packaging systems.
His responsibilities include direct management of:
- Customer Support
- Technical Support
- Field Service Support
- Technical Training and Documentation
- Multiply Spare Parts Distribution Centers
- Global Logistics Support Teams
General Manager & Partner
Steve Mays is co-owner and General Manager at Reynolds Machinery, a machine tool distributor serving Ohio from their Dayton headquarters. Shortly after graduating from Purdue University, Steve joined his father and brother in the family business in 1990 and later assumed his current role after his father retired in 2002. He is closely involved with the activities of the service and parts department at the company and is instrumental in choosing, defining and improving the systems that steer the field service techs every day.
Vice President, Global Customer Success & Technical Services
Nick Chang is currently the Vice President of Global Customer Success & Technical Services for BlueData Software.
Prior to joining BlueData, Nick led 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 was 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.
Director of Customer Care
Vice President, Service
Ray Lindsey Company
Director, 311 & 211
City Of Knoxville
Field Service News
Executive Director, Center for Services Leadership
W.P. Carey School of Business, Arizona State University
CEO and Workplace Strategist
Aligned at Work®
Thought Leader, Author, Speaker, and Transformer of people, cultures and workplaces, Laurie is CEO and Workplace Strategist of Aligned at Work® in Scottsdale, AZ. Laurie is the creator of the Aligned at Work® Model, which combines the Success Factors of Vocation, Relationships, Finances, Wellbeing, and Spirit into an integrated work/life model. Her book Aligned Workplaces: Integrating Life and Work is a practical guide for leaders and teams to reflect and learn together, using the Aligned at Work® Model.
Laurie’s 35+ year career as a corporate leader spanned the smallest to the largest of investment and banking companies, including Vanguard and Wells Fargo. She works with Senior Leaders to build engagement and inclusion into their cultures and practices and helps them build high performing teams. Laurie has an MS in Organizational Development and Leadership from Philadelphia College of Osteopathic Medicine.
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.
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