April 17 - 20, 2018
JW Marriott Palm Desert Resort & Spa, CA
Bell and Howell
As Group President of MasTec Advanced Technologies, Zach McGuire leads one of the largest installation and fulfillment services companies in the country, serving millions of customers per year on behalf of the nation’s most recognizable brands. Zach’s depth of experience within the telecommunications industry and passion for leading high performing teams have been paramount in forging the continued success of the division, which has evolved to serve a broad range of industries including Cable, Wireless, Satellite, Home Security and Automation, Smart Cities and Energy.
Zach began his career in 1992 as a cable TV installer with TCI and was promoted throughout his tenure there, eventually serving as Director of High Speed Data, where he spearheaded the launch of TCI’s digital cable and high speed internet service lines. In 2001, Zach accepted a position with Viasource Communications as Vice President of Operations, where he led their DIRECTV® business line, and moved on to become President of Ironwood Communications in 2003 after Viasource was acquired.
Zach is an avid supporter and sponsor of several local charities including Kiwanis, Big Brothers Big Sisters Colorado, Rocky Mountain Down Syndrome Association, Fore Melina and American Heart Association. He holds a Bachelor of Business Administration from Metropolitan State University of Denver and sits on the board of the Satellite Broadcasting and Communications Association (SBCA).
President, Otis Service
Otis Elevator Company
Tony Black was named President, Otis Service in February 2017, after having served as Senior Vice President of Otis Service during the prior year. In this critical role, Tony leads the global service organization and serves as part of the Otis Executive Committee. He is responsible for setting global service standards, driving innovation and ensuring the successful execution of the Otis digital transformation strategy.
Tony brings more than 30 years of experience at United Technologies Corporation (UTC) to this role. He joined Pratt & Whitney in 1984 in Engineering before holding operations and general management positions of increasing responsibility at the UTC Corporate office, UTC Fire & Security and Otis. These positions included Director of Worldwide ACE at UTC, Vice President of EH&S, Quality and Field Operations at Otis, Senior Vice President of Operations at UTC Fire & Security, and Managing Director of Nippon Otis from 2005-2009.
Prior to joining the Otis Service organization, Tony served as President, Otis China Limited, where he led the division to double digit compound annual top and bottom line growth, and grew the service portfolio to more than 100,000 units under contract. He also developed the service business by driving the adoption of many Otis standard processes and new innovations such as digital tools for supervisors and mechanics while deploying specialized service offerings for key customer segments.
He holds a bachelor’s degree in Engineering from Florida Atlantic University and an MBA from the Darden School at the University of Virginia.
Senior Vice President, Finance Services
Joni Arison is senior vice president of Finance Services. She was appointed to this position in August 2017. Joni is responsible for call center strategy, operations, and shared services activities that support AT&T Communications including revenue cycle operations, risk management, workers’ compensation, claims management, transaction tax compliance, and subpoena processing.
Prior to this role, she held numerous leadership positions including: senior vice president of Emerging Consumer Markets, Small Markets Solutions, and Advertising Solution Sales. Joni also served as chief marketing officer for Home Solutions and Small Business Marketing responsible for wireline marketing, product definition, lifecycle management, customer experience and key consumer and business marketing programs.
Joni is a member and mentor of Women of AT&T, AT&T Women of Finance, AT&T Women of Business and a National Advisory Board Member for the AT&T employee resource groups OxyGEN and AT&T Veterans. Joni is a supporter of the Susan G. Komen Breast Cancer Foundation and has participated in the very special Breast Cancer 3-day walk. She also serves as a board member for WiNGS of Dallas.
After graduating from Quinnipiac University with a Bachelor of Science Degree in business management, Joni earned a Master of Business Administration with a concentration in marketing from the University of New Haven.
Now residing in Southlake, Texas, Joni enjoys spending time with her husband and two sons.
Comfort Systems USA
Mr. Jeremy Jones is currently the Vice President and Chief Information Officer of Comfort Systems USA Inc. (NYSE: FIX). Comfort Systems is a leading mechanical services provider with annual revenues exceeding $1.6 billion. He was formerly Vice President of Investment Bank Technology with JPMorgan.
Mr. Jones is a veteran of enterprise-level problem solving working with the top echelons of fortune 500 firms to resolve major IT issues around cybersecurity, incorporating emerging technologies, and others. He is an expert in the industrial applications of the Internet of Things.
Jeremy holds graduate an MSc in Technology Commercialization from the McCombs School of Business of the University of Texas at Austin as well as an MBA in Finance from the University of Houston.
Senior Vice President, Customer Assurance
Curt Hill is the Senior Vice President of Customer Assurance at Cisco, leading a global services organization that serves as the customer’s ultimate advocate. His teams resolve critical customer issues, analyze systemic product and service issues to provide learnings and improvement recommendations, and develop programs to enhance overall customer experience based on data, insights, and input from listening channels. Curt’s organization also plays a key role in leading company-wide initiatives in the areas of co-development between support and engineering and go-to-market service readiness. He is the executive sponsor for several of Cisco’s top customer accounts.
With more than 20 years of leadership experience and deep technical knowledge, Curt is adept at anticipating problems, averting crisis situations, and developing creative solutions to resolve issues and exceed customer expectations. He joined Cisco in 1995 as a customer support engineer and went on to lead several global technical support organizations across multiple geographies. Under his leadership, these teams developed and launched new support models and introduced new services to improve delivery performance for Cisco’s global service provider and enterprise customers.
As an active participant in inclusion and collaboration initiatives within Cisco and in the industry, Curt is a member of the National Center for Women & Information Technology (NCWIT) Workforce Alliance program and has provided job shadowing opportunities through Cisco’s Connected Women program. Before joining Cisco, he held positions with Hewlett-Packard, Novell, and AT&T.
Curt holds a master’s degree in computer science and a bachelor’s degree in business administration from the University of Phoenix. He is a Cisco Certified Internetwork Expert, a Certified Novell Engineer, and participates in numerous industry organizations, including Service Support Professionals Association (SSPA), Technical Services Industry Association (TSIA), and Field Services. A frequent keynote speaker, he has shared his insights and passion for customer advocacy at the Chief Service Officers (CSO) Summit, International Quality and Productivity Centre Exchange, Interlog, Supply Chain Brain, TSIA, Field Workforce Optimization Summit, Field Services conferences, and many other events.
President, North America
Neusoft Medical Systems
With a history of driving business growth and market leadership within culturally diverse environments, Christopher McHan is a Visionary Executive who presents a successful record of creating profitable organizations / divisions / sales regions by building and empowering teams for success. Unique ability to turn around challenging situations internally and externally. Significant international and domestic leadership experience. Highly principled relationship builder and leader, who positions organizations for the next stage of growth through collaboration, trust, individual and team growth.
Intelligent Operations Manager – L48
Matthew Duffey is the Intelligent Operations Manager for BP Lower 48.
BP Lower 48 onshore is one of the largest producers of natural gas in the United States, with a presence in seven of the leading U.S. gas basins. With a huge resource base and a deep expertise in unconventional gas, including shale, the business delivers hydrocarbon production as well as technical knowledge to BP operations worldwide.
As the Intelligent Operations Manager, Matthew is responsible for identifying, evaluating, and deploying new technologies for the operations arm of Lower 48 with the aim of to improving safety and performance.
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.
Vice President, Solution & Service Portfolio - Building Technologies
Brad Haeberle is Vice President of the Solutions, Services and Energy Businesses for the Building Technologies Division of Siemens Industry, Inc. He is currently responsible for the multi-billion-dollar fire, building automation, security, electrical, energy and HVAC portfolio strategy to achieve superior profit, growth, and customer and employee satisfaction goals. He is also responsible for the Americas Digital Service Center and IT services application.
Haeberle joined Siemens Building Technologies in 1994, and has held several strategic sales and marketing positions across five business units. He was responsible for leading the effort to develop the service strategy for Siemens Industry, Inc., and has chaired the Siemens Sustainability Committee, helping to define the company’s sustainability efforts. In his most recent role, Haeberle was the Business Line Head for the Service Business.
Haeberle earned a Bachelor of Business Administration in Finance from the University of Iowa and a Master of Business Administration from the Lake Forest Graduate School of Management.
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.
HPC & AI Strategic Projects Manager
Hewlett Packard Enterprise
Kendra Dahlstrom leads the Hewlett Packard Enterprise (HPE) High Performance Computing business unit as a liaison to HPE Pointnext Services, which provide Advisory, Professional and Support Services to HPE customers. Prior Kendra was leading the SGI acquisition for the Services Portfolio and Enablement teams, which was announced in November of last year.
Kendra has over 15 years of experience leading Services teams through the development of new offerings, by improving existing offerings, and creating net new Services experiences for customers at companies such as HPE, Cisco, SGI, and EMC.
Kendra is also a high performance leadership expert, coach, and keynote speaker. She is a critical thinker with a knack for identifying and remedying system and process errors, and quickly finding opportunities for growth. Once recruited by both the FBI and CIA for keen deductive reasoning and thought process skills though she never joined.
Vice President, Product Management & Digitization
Jon Clarine is Vice President of Product Management & Digitalization for over $3 Billion in elevator products & services. He is responsible for driving product market share, profitability & growth across the Americas. This includes developing the product road map, planning and managing technology investments, defining capabilities & resources and commercializing new products.
Jon has over a decade of experience in product and portfolio management of software, digital IoT and industrial products & services. He has held a variety of leadership roles in product management and product quality, and he has deep domain expertise in strategic marketing, product strategy and business positioning.
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.
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 Program Manager Advanced Services – Oil, Gas & Chemicals
Kevin formalizes global services solutions from traditionally local consulting functions to improve production, quality and cost to produce. His previous roles included Global Service Value Manager, Head of Product Management and Head of R&D for Industrial Automation Services.
Kevin has worked in a wide variety of process industries, including chemical, metals, mining, plastics, oil and gas, pulp and paper, rubber and water treatment. He has several patents in the field of Data analytics, is author of “Single Loop Control Methods”, has taught process control techniques, and implemented optimization services for ABB employees and customers all over the world. His ABB YouTube Loop Performance video series has produced well over 100,000 views.
Kevin holds a B.S. in electrical engineering and a M.Sc. In Electrical and Electronics Engineering. He has been Working for ABB since 1986.
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.
Vice President, In-Home Services
Trane Building Services - Digital Strategies
Senior Vice President & General Manager, Mission Solutions
Senior Vice President of Construction, Maintenance and Turnarounds
Chief HR and Administrative Officer
Southern California Gas Company
Gillian Wright has been vice president, customer services for Southern California Gas Company (SoCalGas) since 2014. In this role, Wright is responsible for overseeing the many ways SoCalGas employees interact with customers, from the field and call centers, to printing bills and processing payments. She is also responsible for completing SoCalGas’ $1 billion project to deploy nearly 6 million advanced meters. This work is done by approximately 3,000 workers, and she is inspired by their dedication to delivering quality service to SoCalGas customers.
Previously, as director of customer programs and assistance, she oversaw the formation of a historic partnership between SoCalGas and the Los Angeles Department of Water & Power (LADWP) to provide energy efficiency programs to the two utilities’ shared customers.
Wright joined SoCalGas as a regulatory analyst in 1999. She has served a variety of roles in regulatory affairs and customer service for SoCalGas and its sister utility San Diego Gas & Electric.
Wright is a member of the board of the Los Angeles Business Council, the California State University Foundation, and LA Family Housing, Western Energy Institute and she serves on the Customer Service Committee for the American Gas Association. She is past chair and former member of the board for the Energy Solutions Center, a trade association of North American gas utilities, and a graduate of Leadership California. She holds a master’s degree in public policy from the John F. Kennedy School of Government at Harvard University, and a bachelor’s degree in economics from Reed College.
Wright enjoys spending time hiking Los Angeles’ many trails. She lives in Los Angeles with her husband and three children.
Corporate Manager Field Service and Mobility
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.
SVP Service & Modernization Business, Latin America
An engineer by education and a marketer by vocation, Alfredo has spent most of his professional life in international B2B environments. Previous experiences include operational leadership roles in the commercial insurance business and the automotive industry, in Europe and the Americas.
Alfredo joined Schindler, a leading global supplier of mobility in the built urban environment, in 2003 where he has first been responsible for their strategic account management practice and later for their global customer centricity program. Since 2016 he is responsible for Schindler’s service business in Latin America.
Vice President, Innovation
EMCOR Service Mesa Energy Systems
Vice President, Field Service & Support
Vice President, Services Enablement
Mike is a Vice President for NCR Global Services, a 24,000-person customer service operation. He leads a team of 3,000 global employees who are charged with integrating all global services operations (new business planning, remote services management, service operations centers, product management, and related IT infrastructure tools) into a global organization driving standard processes, tools, analytics and talent management. He also leads the Services team’s efforts for big data, analytics and forecasting.
Mike’s team is key to addressing customer needs and increasing customer satisfaction. His team handles millions of global customer service requests annually and uses world-class precision diagnostics technology to address more than 78 percent of them remotely.
Previously, Mike redesigned the global NCR S&OP process and global forecasting and planning models for the Financial Services, Retail, Hospitality and Travel lines of business.
Mike joined NCR in December 2008 after working at Microsoft® Corporation for 13 years, where he was involved in the Xbox manufacturing start-up and Xbox 360 strategy development. He launched the Entertainment and Devices Division S&OP process and custom tools at Microsoft and was also a product unit manager for the Zune Accessories business.
Mike earned a Master of Science degree in industrial engineering and a Bachelor of Science in mechanical engineering from Purdue University. He holds five patents.
Vice President, Centralized Managed & Support Operations (CSMO)
Vice President, Centralized Managed Support Operations at Motorola Solutions Inc. (MSI). Glenn is a Customer-Focused, Business and Operations Leader with IT, Wireless, Carrier and First Responder as his foundation. He is an executive leader who has held several leadership positions within Nortel, Avaya, Ericsson and Motorola. In his current postion he is leading a team transforming operartions focused on standardizing technology and process (ITIL), optimizing service delivery and expanding capabilties in digital tranformation.
Glenn’s three decades of world-class experiences provides for innovative solutions, creative leadership and delivering value assurance to clients. In his three decades of telecom experience Glenn cultivated his interpersonal skills to influence business partners and internal stakeholders at varying levels (C-levels). In the USAF he began the journey of building strategies and tactical plans to remove obstacles and formulate execution strategies, policies and processes that provide consistency across all channels and optimize service levels globally. Glenn’s past decade has been a focus on the Managed Services industry and operations. He has a passion for people, clients, thought leadership and program oriented management.
Glenn is a USAF veteran, earned a B.A. degree in Business Management from LeTourneau University and an Executive M.B.A. from University of Texas at Dallas. He and his wife Julie, of 32 years, have one daughter Katlyn.
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 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.
Senior Consultant, Work Methods & Development
Joan Gilson is a service professional with over 32 years of service with We Energies. Her primary responsibilities are to administer the We Care process and Broadcast call customer outreach to ensure We Energies is keeping its customers informed and delivering the best customer care anywhere. Joan also is responsible for highlighting employees who demonstrate the department’s core values and sharing those successes with the employee population.
Joan received her bachelor’s degree in Education from the University of Wisconsin – Milwaukee.
Vice President, Global Service & Customer Care
Carl Zeiss Microscopy
Director of Warranty
- 25+ years of experience with teaching and learning to understand the intricacies of “Quality” Customer Care.
- 6 years of operational management - Hilton Worldwide Holdings, Inc.
- 15 years of new home service/customer care- Director – Toll Brothers, Inc.
Director of Service & Aftermarket Sales
Scott Patterson joined Grundfos / Peerless Pump in 2008 and has held a variety of positions in: Quality and Production Management. Currently as the Directory of Service & Aftermarket Sales, Scott leads the Service operations in Indianapolis and Chicago with focus on commercializing the installed base for all Grundfos products (Peerless Pump, PACO, Yeomans Chicago, and Morris brands).
Scott holds a Bachelor of Science from Purdue University and completed the Executive MBA program in 2008 to earn a Masters of Business Administration from the University of Tennessee. Prior to joining Grundfos, Scott worked for General Motors and Fleetwood Enterprises in Quality, Operations, and Lean Manufacturing management.
VP Global Technology, Optimization and Business Operations, Global Service
Gary F. Johnson is Vice President of Global Technology, Optimization and Business Operations. In this role Gary is a true change agent, moving Pitney Bowes from traditional break/fix service to multi-channel service and helping clients combine the unique strengths of physical mail and digital experiences. He is passionate about making sure PB clients receive the best service via the method they prefer whether that be remote resolve on-machine, web, chat, phone or on-site. Gary is responsible for choosing and implementing the right technologies that will ensure that Pitney Bowes is successful for another hundred years, and that our clients receive the highest level of service during every touchpoint. Gary is a member of the Global Services Senior Staff and sits on many cross functional teams to help drive PBI’s transformation and success.
Gary joined Pitney Bowes 31 years ago and spent the first part of his career as a Engineer integrating & customizing our shipping solutions with client host systems. Although he quickly moved into increasing levels of management, Gary’s genius resides in his ability to fully understand HOW something works today, while being able to clearly envision how things NEED to work tomorrow. He is passionate about our customers, employees and shareholders. Gary and his global staff complete ride along with reps and visit clients monthly to gather feedback that ensures our clients receive the full value of PBI solutions and focus on total client satisfaction.
Gary attended Darden Graduate School of Business and holds a Degree in Electronic Engineering and Computer Science with a minor in Business Analytics.
Director, Global Field Service
Senior Director, Field Service Operations
Proven leader with over 25 years of service management experience. Actively involved in coaching, mentoring, and counseling team members. Significant experience in recruiting exceptional team members, budgeting, developing training material, and creating a positive culture in which my customers recognize our team as being the highest rated service provider in the industry as seen through loyalty metrics and MD Buyline ratings. Exceptional team member that has never received anything less than exceeding expectations on a performance review.
Specialties: Developing profitable service teams while at the same time raising customer loyalty to the highest in the industry. Service management, leadership, budgeting, team building, and extensive knowledge of medical equipment service specializing in laboratory devices. Full bio at www.linkedin.com/in/wayne-farmer-leadership.
Senior Director, Customer Success Strategy & Offering
Michael Stamler is Senior Director of Customer Success Offerings at Autodesk where he is responsible for pricing, packaging and positioning Autodesk’s portfolio of enterprise service offerings. Michael has held worked as a leader in the services industry for over 25 years managing regional call centers, global support and consulting organizations while helping evolve the services business models to align with the overall corporate strategy.
At Autodesk, Michael has repackaged their portfolio of distinct service lines into integrated customer success entitlements helping increase services recurring revenue by over 40% annually. Michael holds a Bachelor of Industrial Design from Carleton University in Ottawa.
Senior Vice President, Service - Region 4
Comfort Systems USA
Vice President, Field Services
Hughes Network Systems
Cliff Rees is the Vice President of Field Services for the North American Division of Hughes Network Systems. He has over 24 years of experience at Hughes and is responsible for all field work in the consumer, small business, franchise and enterprise segments of operations.
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.
National Service Director
With over 30 years of service and operations experience in the medical device industry, Ross Brewer currently serves as the National Director of Service for the Belimed company’s US Region. In this role he oversees Field Service, Service Operations and Administration, and Project Management and Installations and is currently engaged in building out an organization to meet the demands of a rapidly growing business.
Prior to Belimed he worked with companies such as Becton Dickinson as the National Director for Technical Services and Support, and with the Hill-Rom company. During his career with Hill-Rom, Ross held many leadership positions such as Director of Order Management, Manager of Hill-Rom’s Technical Support departments, Field Service Regional Director, Director of Nurse Call and Communications Systems Installation and Service.
Ross attended University of Phoenix where he graduated with a Master’s degree in Business Management.
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.
Vice President, Field Operations
Swisslog Healthcare Solutions
Vice President, Customer Lifecycle & Success
Nir has been a customer success executive for the last 20 years, building teams, processes and systems to improve customer experience while reducing churn. His journey has taken him from hardware and software to XaaS where the entire customer life cycle has to be addressed as a whole. Nir enjoys helping customers achieve their goals, as well as building successful teams.
Throughout his career, Nir has held leadership positions at technology companies, including ShoreTel, Juniper Networks, and RAD Data Communications. He was responsible for overseeing the entire customer experience, including increasing customer satisfaction scores by 15% YOY, Minimizing customer churns in 3% increasing MRR and shortening the book to bill cycle.
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.
Vice President, Operations
Senior Vice President, Market Development - Global Services
David Saunders has been with BUNN for nine years, currently serving as SVP, Market Development Global Services. His prior position at BUNN was VP and General Manager, Service Operations.
Before joining BUNN, Dave was with Sara Lee and Unisys in senior level Op’s management and business development roles. He hails from from Toledo, Ohio, and currently lives in Palatine Illinois with his wife, and has three children and four grandchildren.
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.
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 Field Service
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.
Vice President & General Manager, Service
Director, Global Services
Nova Measuring Instruments
Business Team Leader – Aftersales
Pete is a General Manager with over 25 years of experience in industrial equipment marketing, product development and service. Pete has been with Hypertherm for over 17 years. In his current role, Pete is responsible for the Service Parts business including product and service solutions development. Pete is leading the development of Hypertherm’s Industrial Internet of Things (IIoT) capability and bundled service solutions. Pete also oversees a global technical support organization that serves a global network of partners in over 60 countries.
Hypertherm, a U.S. based manufacturer of industrial cutting systems and software, designs and manufactures advanced cutting products for use in a variety of industries such as shipbuilding, manufacturing, and automotive repair. Its product line includes plasma, laser and waterjet cutting systems, in addition to CNC motion and height controls, CAM nesting software, robotic software, and consumables. Hypertherm systems are trusted for performance and reliability that result in increased productivity and profitability for hundreds of thousands of businesses. The New Hampshire based company’s reputation for cutting innovation dates back nearly 50 years to 1968, with Hypertherm’s invention of water injection plasma cutting. The 100 percent associate owned company, consistently named one of the best places to work in America, has more than 1,400 associates along with operations and partner representation worldwide.
Senior Vice President, Customer Operations
Art Gairo is a Senior Executive with over 20 years of experience in building, transforming and leading world class customer service organizations.
Art serves as Senior Vice President at Evolve IP, The Cloud Strategy Company™. In this role, Art is charged with enhancing all of the company’s customer facing programs as Evolve IP continues its global expansion. He is the Head of the entire client experience, and directly leads customer care & support, advanced technical services, solutions engineering, project management, service delivery, client activations and field services.
Prior to joining Evolve IP, Art was the Senior Vice President and Head of Customer Experience at Broadview Networks, with responsibility for all Service, Repair, and Care Centers; Enterprise Customer Support Division; Field Operations; and the Agent and Wholesale Support Divisions. Before joining Broadview, Art was Vice President of Customer Operations at ATX Communications, which was acquired by Broadview in 2006. Art was also Vice President of Client Implementation at Allegiance Telecom prior to his time with ATX Communications.
A multiple award-winner, including for ‘Customer Service Team of the Year’, Art holds a 6 Sigma Black Belt Certification and dual Master’s Certifications in Lean 6 Sigma and Organizational Leadership from Villanova University. He is currently enrolled in the Executive Leadership Program at Notre Dame’s Mendoza School of Business. Art served as the Chair of the American Business Awards for Customer Service Categories in 2011 and will serve as Chair for a second time in 2018.
Art resides in the Montgomery County, PA area, with his wife Karrie Ann and their 4 children: Joseph, Gina Marie, Alyssa and Alayna.
Senior Vice President, Global Services
Valt Vesikallio is Senior Vice President of Global Services at Hyland Software, leading software provider of Content Services in the world. In his role, Valt is responsible for the Services P&L spanning over 500 resources worldwide and over 100M in annual services revenue.
Valt joined the company in 2012 as a Director of Consulting and the company’s services related revenues have more than tripled during his tenure. Prior joining Hyland, Valt worked for Lawson Software in the capacity of a Practice Director for their Healthcare vertical. He has over 20 years of progressive experience in the Software Services including extensive Big 5 Consulting experience.
Valt received his MBA from University of Helsinki and undergraduate degree from Michigan State University. He was born and raised in Helsinki, Finland but has now called the Cleveland area home for the past 18 years.
Director, Technical Service
Technical Support Team Lead, EMEA
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.
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.
Vice President, Global Customer Service
Gerald is a currently V.P. of Global Aftermarket Services with B&W MEGTEC & B&W Universal. Gerald is responsible for managing the $70M aftermarket business on a global basis. Managing the field service staff, technical support staff, parts department and engineering services, with employees scattered around the globe in 14 different countries.
Gerald has his undergraduate degree from the University of Wisconsin-Platteville in Mechanical Engineering and his MBA from the University of Wisconsin - Oshkosh. Gerald has been with MEGTEC for 28 years. He is married with his wife Lisa of 32 years and is the father of three wonderful girls.
Executive Vice President, Field Services
Rama is a daredevil, a people person and a scientist (UMD, MIT, Applied Materials) all rolled into one. He loves getting technical, but also tremendously enjoys empathizing with the customer through simple, clear communication, and driving efficiency, something he considers his forte. Nothing brings him more joy than getting his hands dirty to solve anyone’s pain point.
When not alleviating a problem, Rama centers himself through his family, cooking, tennis, yoga, and climbing mountains with his wife.
Fun fact: Rama backpacked through almost 60 countries over 32 months and thrived.
Chief Executive Officer
Tom is an accomplished software executive with 20+ years of leadership experience with high-growth companies, including having led 100+ mergers and acquisitions, owned $450M P&L, handled two IPOs, and successfully managed a high-performing 500-member team, to name a few highlights.
Before joining Field2Base as its CEO, Tom served as CEO and President of Lulu Press from 2010 to 2014. Under Tom’s leadership, Lulu Press experienced significant growth in customer acquisitions and became the foremost provider of digital content for the leading provers of mobile e-readers.
Tom also spent five years with Peopleclick, a global leader of human capital management software solutions, where he served as its President, COO & CTO. Tom guided Peopleclick through redesigning existing products, launching several new award-winning products, unveiling a new brand, and growing the company in customer acquisitions, global revenue and profitability. Tom was additionally a key figure in the acquisition of Peopelclick by Bedford Partners and their merger with Authoria.
Tom is most recently the co-founder and managing principal to Swordstone Partners and is a member of the board of directors for Mobile Reach. He has a B.S. degree in computer science and business administration from the University of Massachusetts.
Chief Executive Officer & Founder
Vivek Joshi, CEO and Founder of Entytle, Inc., is an executive with significant Aftermarket Service experience in various industries, spanning diversified industrial manufacturing, healthcare, private equity and high technology. He previously was founder and CEO of LumaSense Technologies Inc., a temperature and gas sensor manufacturer, from inception through February 2013; an Operating Partner at Shah Capital Partners; and Senior Vice President of Marketing for Sun Services, a $3.6 billion division of Sun Microsystems. He was also a senior executive at GE and has extensive experience in Aftermarket business in various companies during his career.
Vivek has an M.S. in Chemical Engineering and an M.B.A. from the Darden School of Business at the University of Virginia, Charlottesville and a B.Tech in Chemical Engineering from IIT, Mumbai.
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.
Chief Executive Officer
Steve Wellen is a highly regarded leader and visionary for high-growth technology companies. He has over 35 years’ of executive and technology industry experience.
As CEO of FieldAware, he is setting the vision for the company to simplify field service management and put the focus of technology where it matters most: in the field. In his former role as COO of Domo, he helped customers take immediate and effective action on critical company information to optimize business performance by connecting them in real time to the right data and people.
Before Domo, Steve was with Omniture focused on sales, service, operations and was part of the executive team responsible for the company's record growth and IPO.
Chief Executive Officer
ServiceMax from GE Digital
Chief Executive Officer
Stacey Epstein is CEO of Zinc, an enterprise communication platform for field service teams. Prior to Zinc, Stacey was Chief Marketing Officer at ServiceMax, which was acquired by GE for $1b in 2017. Prior to that, Stacey was head of global marketing at SuccessFactors, which was acquired by SAP for $3.4b in 2012.
Stacey holds a B.A. from Emory University where she was a four year all conference soccer player. She is mother to two young daughters and is a prolific writer about her perspective concerning leadership, technology, and innovation.
Founder & CEO
Chief Executive Officer & Co-Founder
Founder & Chief Executive Officer
a DFRNT Company
Aaron Zeper is Co-Founder of a DFRNT Company, a consulting organization that lives its ethos: Done For Results, Not Talk. A DFRNT Company helps organizations turn the buzzwords of Digital Transformation into action in two areas: Customer Experience and Workforce Transformation.
Prior to launching this company, Aaron served as Vice President at STG Tech Data and led all Services, Sales, Marketing, and Operations teams, which delivered IT Data Center services through the Channel. The company was acquired by Tech Data in 2015. Before Tech Data and STG, Aaron worked domestically and internationally, leading and growing technology organizations up to 200 teammates with over $1B in annual revenue, at Insight and as a contractor to IBM and CA (Computer Associates).
Co-Founder & CEO
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 Operating Officer & Co-Founder
Assaf Melochna, COO & Co-Founder of Aquant is an expert in Field Service. He has years of business and technical expertise in enterprise software as well as consulting experience for Fortune 500 companies on field service management. Assaf started Aquant with the vision of helping service companies to maximize their products’ uptime. Assaf brought a unique approach from his experience as a Major in the intelligence forces (IDF) where he specialized in turning massive data to knowledge, and knowledge to actions. Applying AI, on top of this proven methodology, enables service companies to leverage their data throughout the service lifecycle to make smarter, faster, data-driven decisions throughout the customer service process. Prior to starting Aquant, Assaf spent 10 years at ClickSoftware, where he served in various positions in consulting and innovation.
Co-Founder & Chief Operating Officer
Kyle Buzzard is a co-founder and the COO of Techadox, a Field Service Management company based in Newark, Delaware. The mission of Techadox is to take the uncertainty out of contingent labor. At Techadox, Kyle is responsible for ensuring client satisfaction, service quality, and operational growth.
Kyle has over 20 years of executive and entrepreneurial roles including business development experience across a variety of high tech industries. Notable achievements include launching a partnership between a top computer retailer and the nation’s third-largest lending company and launched America’s first 1.5G wireless network in the Philadelphia market. Kyle has also assisted numerous small businesses as the Center Director for a state-level Entrepreneurial & Small Business Center of Excellence.
As co-founder of Techadox, Kyle launched Labor as a Service,™ a proprietary contingent labor management platform. LaaS™ includes logistics support, managed field services, and technician verification. Techadox is the only company that provides cross-industry management and parts in the Field Service industry.
Kyle is a lifelong resident of Delaware, proud father, and an award-winning ballroom dancer.
Chief Operating Officer
Chief Marketing Officer
Samir Gulati, appointed CMO at ServicePower in 2017, was previously VP of marketing at Appian where he helped to rapidly grow the company and take it to a very successful IPO in May 2017. Prior to that, he held a number of executive leadership roles are Pegasystems, Apptix and SAGA Software. He began his career at GE, where he lead Product Management and marketing teams in the US and Asia-Pacific.
Samir holds an MS degree in Computer and information Science the University of Pennsylvania and an MBA from the University of Chicago’s Booth School of Business.
Chief Marketing Officer
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.
President & Principal Consulting Analyst
Strategies For Growth
Bill Pollock is President of Strategies For Growth?, a research analyst and consulting firm focusing on field services, based in Westtown, Pennsylvania USA. Previously, Bill served as President and Chief Research Officer (CRO) at The Service Council; led Aberdeen Group’s Strategic Service Management Practice as Vice President, Principal Analyst; and was Managing Analyst, Services Industry at Gartner.
Over the past 25+ years, Bill has consulted to more than 300 client organizations throughout the United States, Canada, EMEA and Asia-Pac, and has had more than 400 articles published in leading services trade journals. In 2015-17, Bill was named “One of the Twenty Most Influential People in Field Service” by Field Service News; One of the “Top 10 People Every Field Service Pro Should Follow” by Field Service Digital; one of Capterra’s “20 Excellent Field Service Twitter Accounts”; and one of Coresystems’ “Top 10 Field Service Influencers to Follow”.
Bill writes monthly features for Field Service News, Field Service Digital and Field Technologies, and is a frequent speaker and panelist at services industry conferences.
Founder & President
Field Service Insights
Michael R. Blumberg is Certified Management Consultant and leading expert on Field Service and Reverse Logistics within in a wide array of industry segments, including, but not limited to industrial automation, information technology, telecommunications, office automation, medical electronics, building controls, material handling equipment, consumer electronics, appliances, etc. His management consulting firm, Blumberg Advisory Group, helps Aftermarket Service and Product Support executives solve challenges to building a profitable and thriving service business. Michael is an innovated business leader, talented at analyzing current capabilities and market needs leading to the development of realistic strategies for business expansion into previously un-charted territory. He is also Founder and President of Field Service Insights a subscription based, membership service that provides Field Service Leaders with access to the latest and greatest strategies, tools, and perspectives on service management so that they can increase sales, boost profits, and delight their customers.
Senior Vice President, Sales
Always up for a good challenge and open to innovative solutions, Scott’s career has led him to work with a variety of companies in sales leadership roles, including Accelarad (now Nuance Communications), Optimal Readings (now Aris Radiology), Awarix (now McKesson), ComFrame (now NWN), The Trizetto Group, Nichols TXEN (now CSC Healthcare Solutions Group), and others. Scott has a nuanced ability to understand, communicate and deliver software technology solutions to individuals and business that can benefit from them the most.
His impressive resume of 20+ years of value-creating relationships has led him to Help Lightning, a Birmingham-based technology company where he currently serves as a Senior VP of Sales. Help Lightning is a virtual presence technology company that leverages a mobile merged reality video app for the service industry.
Scott holds a bachelor's degree from Auburn University.
Senior Vice President, Sales & Customer Operations
David Troll is SVP, Sales & Customer Operations at Glympse, the leader in location-based customer experience and operations management solutions, where he oversees the end-to-end customer life cycle - from pre-sales and sales through delivery and long-term care and support.
Troll has over two decades of experience partnering with industry-leading service businesses across the globe to grow revenue, improve operations and enhance the customer experience. He is an expert at helping organizations identify, implement and optimize their use of technology solutions that drive deeper customer engagement and improve operational effectiveness during the critical final stages of on-premise services and deliveries.
Prior to joining Glympse, Troll led the client success function for Oracle’s Field Service Cloud business across the U.S. and Canada. He came to Oracle through the company’s acquisition of TOA Technologies, where Troll held progressive roles from vice president & general manager of North America to vice president, global account management and business optimization. Troll was the executive responsible for ensuring satisfaction, retention and growth of TOA’s 100 enterprise clients across 20 countries.
Previously, he held leadership roles at Dun & Bradstreet, where he helped integrate Hoover’s after the acquisition by D&B, including coordinating go-to-market teams and processes.
Executive Vice President, Sales & Marketing
Senior Vice President, Worldwide Fleet and Insurance Business
As SVP of the Fleet and Insurance Business, Sanket leads Nauto’s Global Fleet business and expansion across North America, Europe and Japan. He is also responsible for the Insurance business which includes insurance companies as channel partners for fleet customers as well as data customers for Nauto. Prior to Nauto, Sanket spent 14 years at Microsoft in various senior leadership positions including VP Global Enterprise, Chief Evangelist of the US and Managing Director of MSFT India.
Senior Vice President, Wholesale Service
As Senior Vice President of CompuCom’s Wholesale Service Sales Vertical, Steve Salmon leads a new channel providing white-label CompuCom field, lifecycle management and related project services to original equipment manufacturers (OEMs), independent service vendors (ISVs), service providers and select large enterprises with retained field organizations.
Steve joined CompuCom in 2005 as a Senior Solution Director in the Western Region. Since then, he has held a number of sales and leadership roles, including Managing Solution Director, Vice President of U.S. Solutions and Senior Vice President, Global Solutions and Sales Operations.
Vice President, Latitude Rugged
Shannon MacKay is the Global Vice President for the Latitude Rugged Product line at Dell. She has over 20+ years of experience in delivering mobility products in an ever-changing world of technology and an evolving workforce.
Throughout her career, Shannon has held various positions across WW procurement, quality, brand management, and product marketing. Prior to joining Dell, she worked for Texas Instruments focused on product development.
Shannon has a B.S. in Environmental Design from Texas A&M University.
Vice President, Business Transformation
Steven Caldwell is the Vice President of Business Development at PTC. Steven is a service parts optimization thought leader with over 15 years of best practice knowledge. He is a key contributor to the design, development and delivery of Servigistics – the industry leading service parts optimization solution. Steven and his team provide dedicated support for PTC’s Servigistics Business Unit helping service organizations orchestrate world-class service parts optimization (including service parts management and service parts pricing).
Steven holds a Bachelor’s Degree in Economics and a Bachelor’s Degree in Computer Science from Vanderbilt University.
Vice President, Business Development
Vice President, Business Development
Sean M. Everett is VP of Business Development at RealWear where he leads go-to-market, channel and partner strategy and development. He has nearly two decades of experience across a wide variety of technologies and business situations at every stage of maturity. In addition to founding multiple companies and leading $100M global turnaround efforts, Sean has many patents across connected cars, mobile live streaming, personalized linear channels, and artificial connectomes in robotic systems.
Sean has a Bachelors of Science in Mathematics & Actuarial Science from the University of Iowa and a Masters of Business Administration from the University of Chicago Booth School of Business.
Vice President, Global Customer Transformation
ServiceMax from GE Digital
Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations.
Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations.
Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across four discrete Corporate Performance Management practices and hosted operations.
Vice President, Product Marketing
ServiceMax from GE Digital
Lubor leads the Product Marketing function at ServiceMax, from GE Digital, with a broad range of responsibilities ranging from messaging and customer value propositions to product launches and analyst relations.
Prior to joining ServiceMax in February 2016, Lubor led corporate-wide product marketing at OpenText, the leader in enterprise information management. Before OpenText, he worked at EMC, Documentum, Vignette, and Novell. From 2010-2015, he served on the Board of Directors for the Association for Intelligent Information Management (AIIM).
Lubor holds a computer science degree from Technical University Ilmenau in Germany and has an MBA from Santa Clara University in California. He lives and works in the San Francisco Bay Area.
Vice President, Marketing
As Vice President of Marketing since 2005 and a member of the IFS North American Leadership Team, Steve Andrew is responsible for growing brand awareness and interest in IFS in the largest and most demanding market in the world. Additionally, Steve oversees the IFS Partner Network in North America. Under Steve’s direction the IFS Partner Network has shown consistent growth of 23 percent since 2015.
During his tenure, Steve has been instrumental in helping to drive significant growth in the North American market as well as helping to drive global marketing strategy as part of the Global Marketing Leadership Board. This includes instrumental efforts in helping IFS earn its spot as a Leader in Gartner’s Magic Quadrant for Field Service Management.
Previous to his current role, Steve has more than 25 years of sales and marketing management experience in the enterprise software market, which includes marketing and selling into complex industries such as aviation & defense, oil & gas, power generation, complex manufacturing and service-focused industries.
Steve is active in the community and was named Marian University’s “Business Person of the Year” in 2012 for his work on an innovative marketing program. He has also led his team to numerous other marketing excellence awards.
Steve holds a degree in Business Administration from Cardinal Stritch University, as well as a certificate in Finance and IT from Milwaukee Business Technical Institute.
Vice President, Marketing
Matt Firlik is VP of Marketing and Business Execution at RealWear where he leads go-to-market, business, and sales operations, inside sales, brand, content creation, demand generation, and creative services.
Prior to joining RealWear, Matt was a founding team member at DAQRI where he led global business development, sales and business operations. In his career, Matt has raised $380 million in capital, generated $3 billion in enterprise value, and is credited with launching some of the first large-scale AR deployments in 2012-2013.
Matt has a Bachelors of Science in Finance from Miami University.
Vice President, Industry Solutions
Coresystems Software USA
Vice President, Product Management & Client Solutions
Sarah directs OnProcess’ strategy for products and core service offerings, including the OPTvision℠ platform. She brings more than 15 years of leadership expertise from previous roles in supply chain, product and program management for Comcast, Asurion and ADT. Most recently, her focus has been in new product development for service supply chain and the connected home space with a focus on IoT driven solutions.
Sarah’s early career includes active duty service with the 25th Infantry Division, US Army. She is a veteran of foreign wars, and recipient of multiple service awards, including the Combat Action Badge.
Vice President, Service Parts Logistics and Returns
David O’Leary brings over 27 years of management experience through several key roles in Sales, Finance and Operations positions that he has held during his career at UPS. As Vice President of Service Parts Logistics and Returns, David is responsible for the US and Canada operations while having strategic oversight for the product globally.
Prior to taking on this role David was Vice-President of High Tech Sales. In this role, David was responsible for managing a group of High Tech sales executives who support internal and external sales cycles focused on UPS distribution and service part logistics products.
David began his career with UPS through the acquisition of Livingston Inc. in October 2000. Just prior to the acquisition, David had moved into a Service Parts Logistics (SPL) operations role and assumed more senior operational responsibilities within SPL at UPS. Prior to moving to operations, David spent four years with Livingston in various financial roles. His last financial assignment was Controller of Livingston, Inc. David spent one year at Coco-Cola as a Finance Manager prior to joining Livingston. David also worked for Price Waterhouse for five years performing roles in audit, tax and insolvency groups.
David has a Bachelor of Commerce degree from the University of Toronto. In addition, he obtained his Certified Professional Accountant (CPA) designation in 1992 during his apprenticeship with Price Waterhouse.
General Manager and Managing Partner
KHAFRA Operation Services
Paul has been a senior executive in consulting and industry for more than 20 years. He has worked with companies in the Americas, Europe and Asia. Together with the Global Partners team, he has designed and implemented programs in Total Customer Focus, leadership, management development and project management across a range of industries, including healthcare, pharmaceuticals, telecom and high technology.
Paul’s career began in finance and accounting and his professional life has included roles as a Finance Director and Chief Financial Officer for industrial, life sciences and global media companies.
Paul’s clients have included ASML, Lam Research, Nokia, GE Healthcare, Merck, ST Microelectronics, and CRANE Corp.
Paul’s expertise comes from his diverse background. He has been a senior business consultant, facilitator, trainer and coach for global 1000 organizations across a number of industries.
Paul is a graduate of Boston University (BSBA) and Babson College (MBA).
Executive Director, Business Development
Starr & Associates
William Patton leads organizations to their growth potential. As Executive Director of Business Development for Starr and Associates, William leverages his 20 years’ senior-level experience in international markets developing global brands and leading high-performance development teams. His background spans diverse industries including Consumer Products, Automotive, Energy, Telecommunications and IT.
William has as B.S. in Mechanical Engineering from Georgia Tech, a B.S. in General Science from Morehouse College, and an MBA in International Business from the University of South Carolina.
Senior Director, Fusion CX Strategy
Jeffrey Wartgow leads Oracle CX Service Clouds Outbound product management team. He and his team are currently on a mission to predict the future, working with customers, partners, and developers to determine what technologies will deliver the next generation of service.
Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle) where he served as the vice president of product marketing and also spearheaded relationships with all device, integration, service and technology partners as vice president of channels and alliances.
Before joining TOA, Jeffrey spent two and a half years as a Director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program. Prior to FTI, Jeffrey served seven years with Dell Inc. During this time he managed Dell’s Strategic Alliances for Europe, the Middle East and Africa as well as Dell’s New Partner Evaluation program. Jeffrey also led Dell’s Competitive Intelligence team focusing on enterprise products. With more than 15 years of experience in diverse roles across the technology industry, Jeffrey is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships and integrations, and the dynamic relationship between hardware, software and services in enterprise IT architecture.
Senior Director, Product Management
Venki Subramanian leads product management for Customer Service & Field Service Management solutions at ServiceNow. Venki has a track record of successfully introducing and growing multiple Cloud and Mobile based Customer Engagement and Field Service solutions to the market, defining product and go to market strategy and working with strategic customers on their business transformation initiatives.
Prior to joining ServiceNow, Venki worked at SAP where his experience spanned Customer Engagement and Supply Chain management solutions, Social and Mobile, Data Management and Synchronization solutions and Application Integration.
Venki has an M.S. in Software Engineering and an MBA in Marketing and Finance from Santa Clara University.
Senior Director, Strategy & Operations – Service Cloud
Mark Bloom is the Sr. Director for Strategy and Operations for the Service Cloud.
Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning.
Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.
Director, National Business Development – MFG/HiTech
PowerObjects, an HCL Technologies Company
Peter is a 20 year veteran of the Customer Relationship Management/Business Applications industry. He has spent the majority of those years in a consulting management, sales/engagement management role in both mid-sized and enterprise global customers.
Peter has extensive experience in building CRM practices while directing full scope of activities around practice management and sales. He has been an instrumental player in executing sales discovery and envisioning, due diligence, drafting Statements of Work, preparing and negotiating contracts, defining project requirements, and liaising with both client and company stakeholders to deliver business value outcomes. He has an extreme passion for serving customers with my insight and experience to provide business value based outcomes.
Global Industry Director, Service Management
Mark is a recognized thought leader in service. Mark has been helping organizations drive business transformation for over 20 years. From bringing Service Lifecycle Management solutions to market with Servigistics, to introducing Connected FSM to the marketplace with FTC. Mark has worked with some of the world's largest service organizations including Coca-Cola, Dell, GE Healthcare and ThyssenKrupp.
In March 2017, Mark was named as one of the most influential people in ﬁeld service by Field Service News #FSN20.
Director of Industry Solutions – Manufacturing
The Industry Solutions role is client facing and attempts to bridge the gap between manufacturing line of business leadership and AT&T solutions. Dan’s responsibilities are three-fold; first directly engaging with customers to explore technology and solutions that improve business models, second, sharing knowledge with the broader AT&T manufacturing team to align them with industry trends and pain points, and third, representing AT&T at key industry events to establish AT&T’s voice in this industry.
Dan’s prior role was leading the US solutions team focused on AT&T largest integrated client, Royal Dutch Shell. In this role, Dan’s team was responsible for the front door of all technical projects as well as creating innovative solutions to solve Shell’s evolving business challenges. Dan also spent 7 years leading one of AT&T’s Industry Solutions Practice. Dan lead this large nationally focused team, which was focused on the Manufacturing, Energy and Utilities Industries. In that role, the team provided industry insight, expertise and guidance to help AT&T enterprise organisations with innovation and future technology. The team helped identify and commericalize converged solutions like SmartGrid solutions, Man-Down, Demand Response and other industry focused applications. Dan was a regular contributor and speaker at industry events in support of AT&T’s efforts in these industries.
Prior to joining AT&T, Dan provided similar industry expertise for another national communications firm, helping to establish early implementations in the mobile first category. Dan has worked in the industrial space, promoting energy management solutions as well as working in custom water and process treatment technologies. Dan spent the early part of his career working on oil and water well projects both on and offshore.
Dan is a native of Rochester, NY. He holds a Bachelor of Science in Ocean Engineering from Texas A&M University. Dan and his two sons live in Katy, TX.
Director, Product Marketing
Amanda Lowe is Director, Product Marketing for Wind River, a wholly owned subsidiary of Intel. Amanda is responsible for Wind River Helix Device Cloud and partner marketing programs. In her seven year tenure at Wind River, she has focused on IoT, as well as industrial and medical vertical markets. Last year, she was named one of the Top 10 Women in IoT Marketing by Connected World Magazine. In 2016, the IoT Institute named Amanda one of the Top 50 Most Influential Women in IoT.
Prior to joining Wind River, Amanda ran marketing and customer success programs at Adobe and other Bay Area tech companies. Early on, she fostered her love for marketing cutting-edge technology in public relations for a wide variety of technology start-ups.
Amanda holds a Bachelors of Arts degree in Telecommunications from Ball State University and a Masters of Technology Management from the University of Pennsylvania and the Wharton School of Business.
Director, Business Development
Chris is Manager of Business Development at Atheer. He is one of Atheer’s longest-serving staff members, having joined the company in its first year (in 2012).
As a pioneer in the Augmented Reality (AR) sector, Chris has seen the market grow and evolve tremendously over the last six years – and has worked very closely with a range of industrial enterprise customers to help them understand what AR can and can’t do for them, how to align an AR strategy with their business goals and how to build proof of concept, pilot and lab deployments to test ROI assumptions.
Chris is a graduate of the Washington State University in the School of Business and Economics.
Director, Customer Success
Cody White is a Senior Director at Atheer.
Cody has more than a decade of experience in helping make customers successful - and was a pioneer in commercial augmented reality solutions in his work as vice-president of professional services and customer success at Portland, Oregon-based SpaceView Inc. He been sought out as an early employee in companies that have experienced exceptional growth. Those companies include co-founding SpaceView (2015 OEN Start-Up Grand Prize Winner), Jama Software (#84 Forbes Most Promising Companies in America ), iTradeNetwork (acquired for $525M) and AvantGo (acquired for $38M).
Outside of work you’ll find Cody building some new crazy idea in his garage or spending time with this wife Rebecca and their three young boys.
Cody is a graduate of the Oregon State University in Business Administration (Management Information Systems) and International Economics.
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.
Field Service News
Global Field Service Lead
Ben Vollmer is a 20-year veteran of the CRM Community. Ben was one of the first field resources dedicated to Dynamics CRM and has been involved with Dynamics CRM since the V1 Alpha. Prior to Microsoft, Ben has worked with a variety of CRM and Field Service solutions. Some of the notable customers he has helped get value from Dynamics include WellCare, Tyco, CSX and Raymond James. He has been involved with Dynamics CRM in a wide variety of roles.
Senior Account Executive
Adam brings nearly fifteen years’ experience in high technology in business development, product marketing and engineering. As senior account executive at Upskill, Adam is responsible for helping companies determine how AR can be best applied to their operations to drive demonstrable improvements in performance. Prior to Upskill, Adam spent ten years at National Instruments in a variety of capacities.
Adam earned his Bachelor of Science in mechanical engineering from Texas A&M University.
Senior Solutions Consultant
Global Asset Manager
Yamina has been with Halliburton for 15 years, and has held several positions in the company that helped her develop to where she is today. Yamina is currently the Global Asset Manager for Halliburton Drill Bits and Services. She is responsible for the planning, budgeting, and management of all global capital asset activities. Yamina is passionate about developing and implementing unique and innovative solutions to improve efficiency and maximize profitability. She is also an active member of a mentoring program called “PinkPetro” which is a community to help women succeed in their careers in the energy industry.
Manager, Partnership and Internationalization
Sales Engagement Manager
Market Manager, Field Service Solutions
National Sales Manager
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.
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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