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.
North American Dealer Human Resources Consultant
Tiffany Curry is from Peoria, Illinois. She attended Augustana College and graduated with a bachelor’s degree in Psychology (emphasis in Neuroscience) & Political Science. She also possesses her Master’s of Business Administration with a focus in Human Resource Management. While at Robert Morris University-Morris Graduate School of Management Tiffany worked as a graduate assistant and studied abroad in London; conducting research at the International Maritime Organization and US Embassy.
Tiffany has been employed with Caterpillar since May 2012. She has held roles in the Global Succession Management/Career Development Office, the Global Office of Diversity and Inclusion, HR Shared Services Representative & Recruiter, and Operations Supervisor.
Tiffany is currently the North American Dealer Human Resource Consultant with responsibility for the 48 United States and Canadian CAT Dealerships, and over 52,000 dealer employees. Her primary focus is providing strategy consult, strategy development, deployment, implementation and sustainability. Her primary areas of specialization and expertise are long and short term talent acquisition, diversity and inclusion as a business imperative, the skills gaps, strategic employee retention engagement and organizational health. Tiffany co-lead the enterprise initiative to intentional seek, develop, and hire high school talent. Bridging the chasm between formal education and employment, through company and community partnerships. Click Here to Learn More About E4Life or Watch this Video
Tiffany has always held the belief that fortune favors the prepared mind, that CQ + PQ > IQ (Curiosity + Passion > Intelligence) Tiffany is an avid reader, researcher and shopper, and loves to travel. She currently resides in Peoria, IL. with her husband and 2 beautiful daughters (Emma & Charley).
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.
Global Director Customer & Product Support
Master of Science Agribusiness - Arizona State University
21 Years John Deere Experience:
1997 Marketing Representative, Arkansas
1998-2000 Territory Aftermarket Manager & Territory Manager, Texas
2000-2003 Training Project Manager, Lenexa
2003-2005 Division Marketing Manager – 6000 Series Tractors, Waterloo
2005-2007 Factory Marketing Manager – Ag Management Solutions, Urbandale
2007-2009 Factory Marketing Manager – Harvester Works, East Moline
2009-2011 Director, Marketing – Ag & Turf Region 2, Mannheim
2011-2014 Director, Marketing - Construction & Forestry Division, Moline
Interests & Values:
• Three kids and a wonderful wife
• Hometown –Family Farm near Beaver Creek, Minnesota, USA
• Favorite Food – Mexican
• Hobbies: Staying active with his young family and their ever expanding list of activities
Manager, Technical Support
Porsche Cars North America
Doug House is the Manager of Technical Support for Porsche Cars North America. Current responsibilities include managing 11 Field Technical Managers across the USA as well as the internal Technical Support Hotline in Atlanta. Doug has been with Porsche Cars North America for 20 years in various Technical Support roles including 12 years as the Field Technical Manager for Area South. In addition Doug spent 15 years with Porsche Dealers in Kansas and Oregon before joining PCNA in1998. Doug is a 1983 Graduate of Wyoming Technical Institute.
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.
Business Architect Lead
Greg McCormick works between the business and Information Systems teams to deliver harmonized technology solutions driving greater business value.
He spent eight years leading the US Service Operations teams at Stryker Instruments, where he oversaw critical functions including: contact center, field service, depot service, certified pre-owned equipment sales and loaners.
Since starting at Stryker in 2003, he has held roles in information technology, supply chain, regulatory and service within both the CMF and Instruments businesses. He has a passion for serving customers, building strong results-oriented teams and leading process innovation throughout the business.
Greg is a 2003 graduate from the Western Illinois University, where he earned a degree in Computer Science. He resides in Portage, MI, with his wife, Ellen, and two sons, Nathan and Austin. In his free time he enjoys reading, playing piano, working with youth and spending time with family and friends.
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
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.
Vice President & General Manager
Thermo King Corporation, Ingersoll Rand
Former Worldwide Service Parts Operations
Randal Hill has 42 years experience in manufacturing and supply chain experience. He started out in manufacturing were he became a APICs certified planner at Eastman Kodak. During his time with Kodak, he joined the Service Parts Division where he managed their 3PL network of over 90 Forward Stocking locations in the US.
In 2007 he took a role as the WW Service Parts Operations Manager for Carestream Health located in Rochester NY. Here he led multiple improvement projects including:
• Implemented installed base planning for Field Engineer trunk inventory in the US
• Implemented Installed Base Planning in India for 19 Forward Stocking sites
• Implemented Demand Source Locater with the US call center to simplify and improve part ordering for field techs
• Implemented WW DC planning and forecasting at 4 warehouses for service parts
• Mentored 15 DC service parts planners and 2 field parts planners on using best practice for inventory management
• Developed a process for supplier forecasting resulting in reduce material lead time and inventory
• Implemented global DC planning (one planner managing multiple warehouses inventory in different countries
Randy is a Six Sigma Certified Black Belt, Six Sigma lean mentor and SAP subject matter expert in purchasing. In 2014 Randal was selected by Supply & Demand Chain Executive magazine as a 2014 Practitioner Pros to Know.
In his spare time Randal is an amateur photographer and videographer and enjoys traveling with his wife Diane and their two dogs in their Airstream travel trailer
Senior Vice President, Engineering Services & Customer Support
Mohamad Zarringhalam is currently Senior Vice President of Engineering Services and Customer support at Nikon Precision, Inc. His group of more than 450 is responsible for all aspects of supporting Nikon’s high precision Photolithography equipment, a critical part of Semiconductor IC manufacturing process at major chip manufacturing companies. His operation performs installation, maintenance, engineering, quality assurance, spares, training and documentation supports. He has extensive experience in leading multifaceted operations to support customers with complex machineries in High Technology environment.
He received his BS degree in Mechanical Engineering from Purdue University, Masters Degree in Mechanical Engineering from University of California at Berkeley, and MBA from University of San Francisco.
Brian is an experienced wireless operations business leader with extensive technological skills and a creative approach to achieving operational excellence. He is highly motivated, optimistic and dynamic, while still maintaining sharp focus on increasing efficiency by leveraging technology and leading cross-functional groups towards mutual success. A 20-year veteran of the wireless industry, Brian started with SBA Communications four years ago with the very clear mandate to use that focus and energy to continue to improve the company’s ability to effectively manage 20,000+ assets worldwide and maintain our position as an industry leader.
President, National Accounts
Jeff has over thirty years of field service experience in the Heating, Ventilating and Air Conditioning (HVAC) industry in the Commercial, Institutional and Industrial market sectors. He is currently President of the Strategic Accounts at Comfort Systems USA, based in Indianapolis, IN. The Strategic Accounts team provides multi-site, geographically dispersed customers with complete mechanical and energy solutions to improve their operation and enhance their bottom line. Prior to joining Comfort Systems USA, he spent over 20 years with Carrier Corporation in roles of increasing responsibility including sales, marketing, operations, product management and general management. He has developed and implemented strategies for building owners to address Chlorofluorocarbons, refrigerant conversions and Indoor Air Quality challenges. In his current role, Jeff is working to evolve Comfort Systems USA’s offerings to provide their customers with memorable service experiences and outcome based deliverables.
Vice President, Service
Comfort Systems USA
Director, Service Operations
Scott Tarran is currently the Director of Service Operations for the North America Hub at Bruker AXS Inc.
Scott has held various positions in operations and service management at Bruker and is a member of the Analytical, Life Science and Diagnostic Association.
In addition to North American operations, Scott has developed Customer Service Management (CSM) systems, Marketing programs and a Contract Sales management tool that are used to support Global Service Operations at Bruker.
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 Vice President, Operations - US Region
Over 20 years’ experience leading various IT service organizations. IT Services career is rooted in early involvement in the launch of a national self-maintenance field service program at Safeway Stores in late 1990’s., since then, Tim’s career has been focused on IT services across distributed enterprises. Tim was pivotal in the launch Tolt Service Group in 2002 (a retail focused national field services organization), eventually becoming the Chief Operating and Chief Strategy Officer of that organization. Over the last 15 years, Tim has been passionate about developing efficiencies in field service and service parts supply chain operations. Tim currently has responsibility for Operations for the US Region for Getronics, a multi-national ICT organization headquartered in the Netherlands.
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
Jack McCabe joined Davey in 1999 as a supervising consulting utility forester. Since then, McCabe has been promoted to a vice president and general manager, where he leads DRG's utility vegetation management consulting group to ensure it delivers solutions that result in client success and creates opportunities for employee advancement. McCabe has more than 25 years of experience in the industry, building leadership, supporting employees and helping clients make their programs safer, more efficient and more sustainable.
McCabe holds a bachelor's degree in environmental studies from the University of California at Santa Cruz. He has held leadership roles with several industry associations including director of the Utility Arborist Association; board president of the California Urban Forests Council; board chair of the California Urban Forestry Advisory Committee of CAL FIRE; and council chair of the Advisory Council for the Forestry and Environmental Science Department of California Polytechnic University at San Luis Obispo. In addition, McCabe volunteers with the American Red Cross of Portage, Summit and Medina Counties as a member of the board of directors and chair of the service delivery committee.
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, Energy Services
Mark Crook is Vice President, Energy Services for HomeServe USA, a leading provider of home repair solutions serving 3.6 million customers across the US and Canada. In this role, Mark leads a field operations organization responsible for delivering a world class customer experience and he plays a key role in partnering with leaders across the enterprise in leading change management activities, including process and technology enhancements to differentiate HomeServe USA from the competition.
Director, Service & Solutions
Tim Stanley is Director of Service & Solutions at Midmark Corporation where he leverages thirty years of engineering, marketing and customer service experience to develop billable services for a 100+ year medical, dental and animal health manufacturer. Tim has repeated experiences as an entrepreneur and executive building services businesses in the medical device and construction industries.
Tim holds an engineering degree from the University of Illinois and an MBA from Indiana University.
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.
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
Director, Service Agreements, Service Portfolio Management
Siemens Building Technologies
Beginning his career with Siemens in 1989 as an Account Manager responsible for the largest service contract in the company, O’Hare International Airport, Peter managed the daily execution of service, and successfully built a strong working relationship with the management of the world's busiest airport. This experience established a clear understanding of customer needs and a commitment to customer service and satisfaction that has continued throughout his career.
Throughout his 30-year career with Siemens, Peter has held positions of Service Management, Sales Management, National Operations Management, Director of Quality & Customer Loyalty, and Service Marketing Director. In his current position of Director of Service Agreements, Peter is a member of the North American headquarters team that is responsible for managing the $1B service business for the Building Technologies division. With over 30,000 customers, served by 3,000 field service employees across 100 field office locations, the division supports the needs of customer’s complex building infrastructure systems.
Peter is an avid collector of antique electric fans and a member of the Antique Fan Collectors Association (AFCA).
Rick has a B.S. in Industrial Technology and a MBA in Marketing coupled with 30 years of experience in managing manufacturing, distribution, consulting and field service operations ranging from $10 - $200 million in sales with multiple locations. As President of MEI for the past 12 years, the company has acquired 8 commercial elevator service companies and 2 elevator product companies that has seen sales more than triple over the same period of time.
Senior Vice President, Field Operations
Mike Klehr started with MEI in
1985 as an Elevator Mechanic. Through his career Mike has had
several positions from Director of Quality, VP Sales Marketing and Customer
Service and currently Sr. VP of Field Operations for MEI – Total Elevator
Solutions. He is responsible for operations
in 11 branch offices in 9 states throughout the Midwest.
Chief Information Officer
Oscar W. Larson
Over 25 years of combined Accounting, Finance, Operations and IT experience in field services, construction and manufacturing environments. Demonstrated success handling all facets of daily operations, establishing policies and procedures, and leveraging technology to increase efficiencies and enhance productivity in extremely fast paced & high growth environments. Successful history of designing and implementing ERP systems, IT infrastructures, hybrid cloud migrations, communication platforms and mobile applications & initiatives. A highly motivated, passionate and determined individual with excellent interpersonal skills with a strong work ethic focused on adding value and continually implementing operational improvements.
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.
VP, WW Customer Success & 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.
Bruce Levitt has been president and CEO of Levitt-Safety Limited since 1994. Prior to his current role he worked for two years at Orr Safety Corporation in Louisville, Kentucky as Instrumentation Marketing Manager and Advertising Manager. He has had frontline and management experience in a variety or roles including services, sales, marketing, customer service and operations.
Levitt-Safety Limited is Canada’s leading specialist product and services provider for industrial Safety and Fire Protection equipment. The company operates from 17 locations in Canada with over 300 employees.
Bruce serves on the Board of directors of Humber river Hospital in Toronto and was previously on the board of HSE Integrated of Calgary until its acquisition by DXP Enterprises.
His education includes a MBA in International Business and Marketing from Dalhousie University where he won the Award for Academic Excellence, and a BA in Economics from the University of Western Ontario.
United Service Technologies
Rodger Smelcer is the co-founder of United Service Technologies, Inc., a service company for commercial food equipment meeting the needs of customers in the grocery industry. He and his co-founder, Robert Heidkamp, started the company in Southern California in 1995. Now the company has expanded its operations to Northern California, Nevada, and Texas. With over 30 years of experience, Rodger is involved in creating proactive service solutions, implementing technology to serve partners best, and influencing the culture of the industry.
Vice President, Service
Ray Lindsey Company
Director, 311 & 211
City Of Knoxville
Executive Director, Center for Services Leadership
W.P. Carey School of Business, Arizona State University
Thomas Hollmann is a Clinical Associate Professor of Marketing and the Executive Director of the Center for Services Leadership in the W. P. Carey School of Business at Arizona State University. Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.).
His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University.
Chief Executive Officer
Annette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents.
Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.
Former U.S. Navy SEAL & Bestselling Author
SEAL of God
Having been a featured guest on Fox News Channel, CNN News Room, Anderson Cooper 360 and more; former U.S. Navy SEAL Chad Williams draws from his experience in the SEAL Teams to communicate an instructive perspective on teamwork, resilience, leadership and self-motivation.
Just days prior to entering SEAL training Chad's motivation and mental toughness would be tested as he turned on a television one morning to see unexpected graphic video footage of his mentor and training partner Navy SEAL Scott Helvenston brutally killed, mutilated and dragged through the streets of Fallujah, Iraq. Hung upside-down from the Euphrates River Bridge while an incensed Iraqi mob repeatedly celebrated and chanted in Arabic, "Fallujah is the graveyard of Americans." Helvenston's body was set ablaze as Chad witnessed and learned an unwelcome firsthand lesson in what it was to be forged by adversity.
Steeled in his resolve to follow in his Helvenston's footsteps and complete SEAL Training in honor and memory of his good friend, Chad entered the military's most difficult and grueling training known as BUD/S. As a member of Class 254 Chad and 172 other sailors vowed that they would die before ever giving up and quitting the military's most rigorous training. Those that would quit, were required to "ring out" which entailed ringing a large hanging brass bell three times and surrendering their class helmet on the Naval Special Warfare Center's asphalt grinder. Exercising mental-toughness, leadership and teamwork Chad climbed the mountain and completed SEAL Training alongside 12 of the original number of 173 sailors that vowed their dedication to completing the program.
Serving his country proudly through multiple deployments as a U.S. Navy SEAL, on SEAL Teams One and Seven Chad continued to hone the qualities and values that our nation's best adhere to. In an ironic final operation in Iraq, Chad's SEAL Team was set up on a premeditated ambush similar to the location and scenario that took the life of his mentor Scott Helvenston but on that occasion Chad and his Team were able to overcome the enemy and complete the mission.
Today Chad is a bestselling author of his book, SEAL of God and an in demand keynote speaker. Drawing from his experiences as a SEAL, Chad captivates his listeners as he illustrates and instructs the SEAL mindset and ethos that involve: mental toughness, discipline, teamwork, leadership, safety and motivation.
Founder & Chief Executive Officer
Chief Executive Officer
Rob joined GoFormz in 2016, bringing over 20 years of sales and leadership experience. He most recently was Vice President of Global Sales at Twilio and Vice President of Global Alliances at Jive. Rob has led sales teams in business development and alliances, including Salesforce.com, Siebel, BEA, E.piphany and Eloqua.
Chief Executive Officer
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.
Blaine brings to VANTIQ an extensive career focused on rapidly growing technology businesses by clarifying their market strategy/positioning and matching that with effective go-to-market models. As a multi-time CMO, CPO, and CEO, he has 25+ years of experience in growing startups between 50 and 500 employees and in prominent private and public companies including Gartner, Adobe, Corel, Selectica, GoodData, and most recently with national management consulting firm Chief Outsiders. He holds undergraduate Business and MBA degrees from the University of Alberta and Athabasca University in Canada.
Chief Operating Officer
Chief Operating Officer
Marc Guthrie is Chief Operating Officer of Help Lightning. He has over 25 years of hands-on leadership experience across a variety of industries, including healthcare, Retail, Manufacturing and Distribution, and Financial Services. He has extensive experience designing and building Enterprise class Software Products and Solutions. Marc is involved with training and mentoring at client locations and he has a proven reputation for delivering quality software and innovative solutions.
Chief Operating Officer
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.
Chief Marketing Officer
President, Service Management Business Unit
As both President of IFS Service Management and CEO of WorkWave, Marne’s focus is to continue to elevate the strategic importance of service management to the success of the overall IFS business. Marne works strategically to ensure the entire portfolio of IFS’s service management solutions provides customers with the business value they expect from a global industry leader in field service management (FSM). Prior to IFS, Marne served as CEO and led the executive leadership team at ServicePower Plc., a field service management software company, where she transformed its go-to-market strategy and shifted its focus to SaaS and managed services revenue, increasing pipeline every year during her tenure. When not working, Marne enjoys competing in dressage and supporting girls and women pursuing STEM careers.
David Nedohin, co-founder and president of Scope AR, brings more than 20 years of experience in business development to drive the company’s vision to revolutionize the world of industrial training, maintenance and field support with AR technology.
In this role, David manages key relationships with industry partners and works with some of the world’s leading global companies including, Toyota, Lockheed Martin, Honeywell, Assa Abloy and GE, among others. He also regularly presents about some of the most cutting-edge applications of AR across industries and discusses where the industry is heading at leading industry events which include EWTS (Enterprise Wearable Technology Summit), EquipmentSHIFT, Purdue University Future of Innovation and AWE.
After receiving a Civil Engineering degree from University of Manitoba, David moved into entrepreneurship by starting a number of successful companies ranging from engineering consulting to construction and technology. Additionally, he serves as the Vice-Chair at Inner City Agency Foundation (ICAF), a joint initiative that combines the efforts of seven inner city agencies to fundraise for and provide a network of services to alleviate poverty-related problems such as housing, addiction, healthcare, nutrition and education in Edmonton.
David is a 3-time world curling champion and national team member for 10 years in waterskiing. He resides in Edmonton, Canada.
Paul Hesselschwerdt has been a senior executive in Training and Consulting as well as in finance and operations for more than 30 years. He has designed and implemented programs in customer service, sales and marketing, leadership, management development and project management across a range of industries, including healthcare, pharmaceuticals and high technology.
Paul is a graduate of Boston University and Babson College. Paul has a unique expertise in applying his knowledge of business and finance with his understanding of adult learning. This enables him to create and deliver programs that are business-focused and achieve sustainable results.
Senior Vice President, Marketing
Paul has more than twenty years’ experience leading multi-national marketing and product teams. Paul has worked on both the technical and business aspects of many areas that are fundamental to field service. This includes senior-level positions at Nokia (mobility and sensor technology), HERE (mapping and GIS), and Endeca (data management and analytics). Prior to his current role, he served as Group VP of Product Marketing, working with field service management leaders across a variety of industries. Paul has a B.A. in Management Studies and French from The University of Reading.
Senior Vice President, Marketing
Marc Tatarsky is an IT industry veteran with more than 25 years of business experience. As the SVP of Marketing at FieldAware, he is passionate about combining marketing and business strategy to drive rapid growth while inspiring innovation and technology adoption in the field service management industry. Marc has held various leadership positions in Marketing, Finance, Human Resources, and Consulting. He has leveraged his experience to be an agent of growth at some of the world’s largest technology companies, including Pactera Technologies, Accenture and NTT Data Services (formerly Perot Systems).
Vice President, Field Service Lightning
Salesforce Service Cloud
Karen Mehal is vice president of field service ecosystem at Salesforce. With 2 decades of services and leadership experience, Karen supports companies and partners of all sizes and industries, including large, complex and strategic implementations. Her success includes helping companies navigate field service, and quickly define success.
Head of Product Strategy
Erik Lindholm joined Syncron in 2001 as a software developer. Since then, Mr. Lindholm has worked for Syncron in a variety of senior management positions including Product Manager, Head of Product Management and Senior Program Manager.
Mr. Lindholm has more than 15 years of experience working with supply chain management processes, product development and customer implementation projects. Prior to joining Syncron, Mr. Lindholm worked at ABB in various positions, including trainee at ABB Sweden as well as logistics manager for ABB Distribution.
Mr. Lindholm holds a M.Sc. in Engineering Physics from the Royal Institute of Technology.
Director, Product Strategy
Baxter Planning Systems
Mike Ross has worked for Baxter Planning Systems since 2000, currently as Director of Product Strategy where he has responsibility for new feature conceptualization, requirements, and product design.
For over 20 years Mike Ross has designed, developed, implemented, and supported off-the-shelf solutions for service parts planning that have been used at over 100 companies in a broad range of industries, including telecommunications, medical equipment, energy, imaging, printing, and aerospace. Mike has led many service-parts implementation and consulting projects and maintains solid client relationships focused on continuing education and process improvement.
In 2014, Mike was named as a Supply Chain "Pro to Know" by Supply and Demand Chain Executive magazine.
Manas has 26+ years of industry and consulting experience. With PwC, he has led multiple large scale transformational programs in the Energy and Industrial Products space. He focuses is on Operations Technology that includes a practice centered on digitizing and streamlining field services His team looks at applying new technologies like Big Data, IoT, Analytics and AI along with traditional software solutions to help clients create business performance efficiencies and reduce costs.
General Manager, Industry Solutions - Manufacturing
AT&T Business Solutions
As Industry Solutions GM for Manufacturing, Transportation and CPG, David brings a unique set of leadership skills ranging from strategic business development, go to market strategy and technology skills to support the Manufacturing, Transportation and CPG industries. His teams are responsible for aligning strategy between sales and product, creating and activating marketing initiatives, product innovation, and transformational ideation for all AT&T's Business customers.
David has over fifteen years of AT&T enterprise experience supporting Small Business, Enterprise, and Fortune 500 customers. He began his career with AT&T in 2002 as an Account Consultant in Atlanta, GA. David has a Business degree in Marketing from Texas Christian University and an MBA with a specialization in Finance from Sam Houston State University. He lives in Dallas with his wife and three children.
SVP of Product
With over 25 years of experience in disruptive technologies, Walker is responsible for the product strategy and roadmap at TrackVia. He blogs frequently about popular topics, such as Mobility, Machine Learning and Internet of Things (IoT). Prior to TrackVia, Walker held executive positions at successful start-ups, such as NewsGator Technologies and Sepia Labs / Glassboard.
Regional Sales Manager, Critical Inventory and Special Services
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.
Global Director of Marketing Technology
Marc Robitzkat is the Global Director of Marketing Technology at Diversey Inc., part of the company digital group. His team is responsible to drive the strategy, development and implementation of technology-based applications to market and bring the company's digital vision to life.
His background is in sales and marketing, where he has held leadership roles in various global regions including the Middle East, Europe and is now based in the US
Senior Product Manager
Nikki Narang is responsible for ServiceNow’s Field Service Management product and roadmap. He has 13 years of experience delivering enterprise and consumer software products. While with Accenture and VMWare, he designed consumer experiences for the enterprise. He is taking that same approach to Field Service Management at ServiceNow to deliver a truly connected and differentiated field service product.
Director of Gas Solutions
David has been with Hydromax USA since 2008, managing projects across the country in the water, wastewater, and gas market sectors. In his prior role as Director of the West Region, David developed many of the best practices utilized by the company nationwide. His experience spans from municipal programs in Miami, FL to Seattle, WA and private sector projects from San Francisco to Long Island. In his 10+ years with the company, David has managed over $100 Million in projects and developed systems and processes which have been adopted by utilities around the country. David is a graduate of Saint Louis University’s Richard A. Chaifetz School of Business completing his B.S. in International Business at the Madrid, Spain Campus. David is fluent in English and Spanish, an avid electronics and software enthusiast, a founding member of the Louisville ‘Hackerspace’ known as LVL1, and a world traveler having visited over 35 countries.
Customer Success Executive, Americas
With over 20 years in IT services, David brings a broad set of skills and experience earned through leadership roles in nearly every discipline in a technology services organization. David is currently the Customer Service Executive within the Customer Experience organization at Cisco. The team is primarily focused on Technical Onboarding and Adoption, customer retention & partner fidelity through a customer success business model both directly and through partners.
David has played many leadership positions during his career within the following areas; Technical Services, Supply Chain, Solutions support and Customer Experience.
Senior Solutions Consultant
Founder & CEO
Hari Subramanian is the founder & CEO of Turbo Systems. Prior to Turbo Systems, Hari was the co-founder and CTO of ServiceMax, the field service management company acquired by GE Digital in 2017 for $1 billion.
Hari has built a 30-year long career in Enterprise B2B applications covering ERP, CRM, Workflow Management and Document Imaging for a wide range of industries & customers around the world. He is a passionate technologist, informed & opinionated, intense & relentless, and happy to have had a very successful entrepreneurial journey.
Hari is married to his lovely wife Shweta and they enjoy cooking, singing, and watching edgy sitcoms and stand-up comedy (especially those from Britain).
Field Service News
Lonny founded MobileFrame after serving more than 30 years in a variety of executive and technology management roles. He was Vice President of Business Development and Channel Sales at eAssist Global Solutions, which developed a world class CRM platform. Prior to eAssist, Lonny was the Head of Worldwide Business Development at Remedy Corporation, a $300M company, handling operations and management of Remedy's CRM and IT business development units. At Remedy, Lonny helped create the company's wireless vision and business strategy, leading to first-place market share in the help desk wireless-client software market. Lonny also held senior technology management positions with Lockheed Martin's Satellite Division, where as General Manager, he managed a $250M line of business engaged in building advanced attitude control architectures. He holds a BS in Engineering from the University of Arizona.
Vice President, Product Support
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.
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.
Senior Director, Field Service Operations
Michael Ahrens developed both the forward and reverse logistics functions at Pure Storage, managing multiple facets of the business including export compliance, business systems, spares management, and field engineering across a global organization. Previously working for companies such as EMC and Blue Coat Systems, he has spent nearly 20 years learning to manage every facet of the business, from direct manufacturing to customer support.
Amy Byrne has assisted Glory Global Solutions through many transitions in her 24 years on the service team. Starting in data management in a regional field service office, creating a new service parts planning and warehouse team after a major restructure, rebuilding and refining processes through many mergers, her focus is now on data and process automation, as well as excellence in spares planning.
VP Service Management
SVP and General Manager of Field Service Lightning
Paolo Bergamo is the senior vice president and general manager of Field Service Lightning at Salesforce where he leads customer success, product vision and strategy for the Field Service Lightning product. Paolo joined Salesforce in 2006, and for the first 10+ years of his tenure held various product, management and leadership roles on Salesforce's mobile products.
Prior to joining, Paolo was a software engineer at mobile technology startup Sendia, which was acquired by Salesforce in 2006. There, he worked on a technology platform that allowed companies to extend their business applications for use on mobile. While in a research group at UCLA, Paolo worked with Professor Leonard Kleinrock, the “father of the internet.” And in 2008, Paolo and his team were selected by Steve Jobs to build the first business app on the App Store.
Paolo has a Ph.D. in electronics engineering, computer science from the University of Ferrara in Italy.
VP Application & Software Engineering
Brad Jobe is responsible for the TRIMEDX Software Engineering and Application support teams. He has 25+ years of technology leadership across application, infrastructure and security teams in healthcare, manufacturing, financial services, retail, and defense industries.
Director, Field Service
Acuity Brands Lighting
Drey Taylor is the Director of Field Operations at Acuity Technology Group. Having grown up as the stereotypical kid who took everything apart to understand the inner workings, at the expense of the family electronics, it only made sense to pursue technical disciplines during his academic and professional career. Having varied experience from audio engineering to the 12V world of automotive, he now applies his talents to the lighting control industry. As the Director of Field Operations, he's responsible for a geographically diverse team of internal and external resources that perform onsite startup, programming and training services for digital lighting systems.
Director of Service Operations
KCI, An Acelity Company
Hannah Davies is Director of Field Service Operations for Acelity, a $1B medical device company focused on improving patients’ lives through wound healing. After an undergrad in Mechanical Engineering from Stevens Institute of Technology, she joined Johnson & Johnson and focused on supporting suture manufacturing and supply chain. In 2012, she joined Acelity’s Negative Pressure Wound Therapy business and earned an MBA from University of Texas San Antonio. Acelity’s Global Field Service organization is made up of 500+ team members. Her role as Operations Director is focused on continuous improvement to provide Field Service with effective and efficient processes and ensuring team members have the required infrastructure to be successful.
AM Systems/Services Development Manager
National Oilwell Varco
I have been with National Oilwell Varco for 21 years as a software developer, software manager, remote support manager, field engineering manager, and now as a systems/services manager for aftermarket. My task now is to bring proven technologies to the aftermarket arena so that they can be exploited to further NOV’s mission of providing world-class drilling and production equipment, and the services that are expected from such an organization.
Director of Connected Asset Services
Corey Kettner is the Director of Connected Asset Services at Ziegler CAT based out of Minneapolis, MN. Ziegler operates 31 service locations in a 4 state area including Minnesota, Iowa, Wisconsin, and Missouri. He is responsible for leading the sales and support strategy for digital technologies and connected services at the dealership. As well as leading the technical training and support department responsible for ensuring the team of 900 technicians at the dealership are prepared for any task put in front of them. He is also responsible for the digital transformation of the service operations at the dealership.
Corey started at Ziegler 13 years ago as a sales trainee and from their spent time in roles selling and supporting machine control and guidance, training technicians and customers on product operation and repair, and eventually leading the connected services and technical training and support organizations for all product divisions supported by the dealership. Prior to Ziegler, Corey owned and managed a landscape company, WildStone, that specialized in patio and retaining wall services. This is where his passion for the construction industry and heavy equipment started.
On another note I we saw the exciting news that CNH Case is a finalist for one of the Field Service Awards! I have not seen anything come through for NOV, my guess is they were not chosen as a finalist? Would that be correct?
Founder & CEO
VP of Product
Sahir joins Ayla from Google, where he spent five years working across Google's display and search ads ecosystem, including the AdMob, DoubleClick and Adsense products. Most recently, he ran product technology management for Google's Mobile Ads publisher business, where he focused on ensuring a healthy ecosystem, driving platform competitiveness and reducing operational cost. Sahir graduated from the University of Texas at Austin with a bachelor's degree in business administration.
SVP, Global Services
Toshiba Global Commerce Solutions
Steven Petruk joined Toshiba Global Commerce Solutions (TGCS) as Senior Vice President and Global General Manager of Toshiba Global Services on October 6, 2014 after sixteen successful years at IBM. In his current role, Steve is responsible for infrastructure design, revenue, profit, client satisfaction, strategy and execution for Toshiba Global Services.
The Toshiba Global Services portfolio includes; Professional, Consulting, and Managed Services. Under the leadership of Steve and his partner, Global Services is a key component of the Toshiba “Solutions” strategy. The integration of Services with Toshiba Hardware and Software has proven to provide clients a better TCO, availability and consumer satisfaction.
While at IBM Steve held roles as Vice President of Enterprise Infrastructure Services, Vice President of Sales for Maintenance and Technical Support, country Manager for Maintenance and Technical Support in Poland, Director of Technical Support, Complex Solution Design and Transition and Global Project Executive. Steve was responsible for sales support, solution design, cost controls, transition of large deals, Project Executives of large Project Management offices for clients such as AT&T, Cisco, Brocade, etc, client satisfaction, delivery of Dynamic Cloud and Integrated Communication Services as part of Global Technology Services.
Before joining IBM, Mr. Petruk spent sixteen years employed by Anheuser Busch distributors performing many roles including salesman, sales manager, general manager and consumer marketing executive. He attended the University of California at Northridge and the University of Arkansas at Little Rock, is a certified project management professional, and a passionate board member of the Rock Creek Church council for the homeless.
Steve has three children (two daughters and a son), five grandchildren. He is an avid fisherman, motorcycle rider and part time golfer. He and his wife currently reside in Little Rock, Arkansas.
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