Field Service Palm Springs 2019

April 23 - 26, 2019

JW Marriott Palm Desert Resort & Spa, CA



Moe Mustafa
Vice President, Technical Field Service – Southeast

Moe Mustafa is Vice President Technical Field Services for the Southeast. In his most recent role, Moe served as the Vice President of Internet & Entertainment Field Services team in the Atlantic Region

Moe has served in various Engineering and Operations leadership positions within AT&T. His responsibilities included: Operations and Maintenance of Wireline and Wireless CORE Network at AT&T in the East Region; RF Performance & Design, Construction, Transport, Product Development, and the Maintenance and Installation of Network elements. He also served as a General Manager for Eastern and Coastal Georgia markets responsible for all aspects of the market's P&L including Sales, Marketing, business and technical operations. Prior to joining the AT&T, Moe held various leadership positions in Telecommunications and Information Technology in various industries including Energy, Oil & Gas, and Retail Sectors.

Moe earned his bachelor’s degree in Electrical Engineering from the University of Washington and holds an MBA from the Florida Institute of Technology. He is very active in the community and leads many community initiatives including mentoring community youth.  In his spare time, he enjoys reading and outdoor sports.

John Regan Jr.
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.

Vasiliy Krivtsov
Director of Reliability Analytics
The Ford Motor Company

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

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

Brian E Uhlenhake
Department Head, Global Service Excellence
Brian leads the Global Service Excellence department at Caterpillar, Inc. He has Service Excellence responsibilities for Caterpillar’s independent dealer network. This includes Product Support Service Operations, Dealer Learning, Continuous Product Improvement supported through the Dealer Solutions Network and SOStm (fluid sampling and analysis). He began his career 29 years ago at Caterpillar as a College Graduate Trainee in Engine Research & Development. He has worked in Power Systems Service Engineering & Product Support, Commercial Engines, Engine Product Support and various Marketing and Product Support positions, as well as global experience having worked in Singapore, Australia, and various locations within the United States.

Brian graduated from Iowa State University with a Bachelor Degree in Mechanical Engineering with an emphasis on gas turbines, prior to joining Caterpillar. He also completed an Executive Business program at Bradley University. Brian lives in Washington, Illinois with his wife and 2 sons, ages 21 and 19.

Brian loves adventure, challenges and meeting new people. One of his passions is motorcycles. In 2006, he rode a motorcycle from Peoria, Illinois to Prudhoe Bay, Alaska (Arctic Ocean) and back logging 9,900 miles in 16 days overcoming many challenging conditions, meeting and engaging with the widest cross section of people in his life and loved every minute of it.In 2008, Brian completed the California Superbike Race School.
Tiffany Curry
North American Dealer Human Resources Consultant
Laura Latrello
Vice President & General Manager, Data Center Services

Laura Laltrello is the GM for the Data Center Global Services organization for Lenovo.  Her team supports customers from consultation through end of life. Her career spans over twenty years in strategy, marketing and operations in the Data Center and PC Industries for Fortune 500 Companies.  As a passionate advocate for STEM education Laura founded Lenovo’s first NAF Academy Internship Program for High School students. She was recognized by Working Mother magazine as ‘Lenovo’s 2017 Working Mother of the Year’ for her efforts in building Lenovo’s working women community and mentoring colleagues about growth and balance as a working parent, personally and professionally.

Clifford Gardner
Area Service Manager, NAS, Field Service & Support
Fresenius Kabi

Clifford utilizes the leadership skills gained as an Airborne Infantry platoon sergeant in the U.S. Army’s 82nd Airborne Division and prior career experience as a narcotics agent, S.W.A.T. team member, police sniper, and interrogator to increase team “buy-in,” drive employee engagement, and produce successful outcomes.  He currently serves as an Area Service Manager in the North America Medical Device division of Fresenius Kabi, a global health care company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition.

Richard Zarski
EVP, Operations

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.

Andrew Kovach
VP US Life Cycle Services
Vice President, US Life Cycle Services for ABB Inc. Responsible for Process Automation and Utility Automation installed base control systems including service labor contracts, control system evolution, aftermarket sales and operations. I manage a group of 250+ Service professionals in the US.
Jim Crowl
US Country Service Manager
Daniel Przislicki
Vice President, Service Support Operations
Canon Solutions America
Buddy Saucier
Vice President Service & Security & Fire Operations
Johnson Controls
Buddy Saucier is the Vice President of HVAC Service and Security & Fire Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers Buddy has more than 30 years of experience in the HVAC service industry. He has led P&L and functional business teams and is a recognized champion for project management and change management When not working or spending time with his family, Buddy is active in community service, plays golf, and enjoys cooking.
David Bishop
Director, Service Operations
Johnson Controls

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.

Seth Crawford
Global Director Customer & Product Support
John Deere
Brian Shomber
Senior Field Technical Manager, Global Services
Doug House
Manager, Technical Support
Porsche Cars North America
Randy Hurless
Senior Director, Operations & Business Development, Technical Services
FUJIFILM North America

Based in Chicago, Randy Hurless is Sr Director, Operations for Fujifilm's Graphic Service business.  He is an entrepreneurial leader with 20 + years in technical service, sales and business development.  Has spent most of his career at Fujifilm in various key roles including systems support, financial analysis, sales & channel development and project management.

Randy started his career as an Operations manager for Wal-Mart achieving top 5 district performance in US.  Top priority is driving a customer-first service culture while improving quality and innovation in the services provided.  

Randy currently resides in Chicago's northwest suburbs where he enjoys writing music, running and spending time with his family.

Suzanne ElNaggar
Director, Worldwide Customer Success, Data Center Systems
Western Digital

As the Director of Customer Success for Western Digital's Data Center Systems (DCS) Business Unit, Suzanne ElNaggar is an ardent customer listener and advocate. Building the Customer Success function for DCS has been the culmination of Suzanne's 18 years with technology companies. Suzanne’s career has spanned a number of customer-facing roles, including technical sales, marketing, product management, and technical support, leading to her passion for driving excellence in customer experience and transforming data into information that is heard as the ultimate voice of the customer.

Eric Paulik
Director, Global Field and Customer Service

Eric Paulik is a Senior Director of Global Field and Customer Service at Philips Spectranetics, now a part of Philips Image Guided Therapy Devices.

Eric obtained his Bachelors of Business Management degree from Colorado State University. His professional background encompasses four years of Global Medical Device Capital Equipment Field Service management and 15 Years of Global Field Service management.

Charles Johnson
Senior Manager, Multi-Vendor Projects
Philips Healthcare

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.

Reihaneh Irani-Famili
Vice President, Gas Enablement - Business Readiness and Design
National Grid
Joseph V. Kukec
Director – In-Home Repair Operations
Sears Home Service
Manage a staff of seven remote Program and Process Managers. Manage national level Fleet, Safety, Revenue Assurance, and Major Expense Line programs, and Quality Management System processes related to Home Services "Big Plays", In-Home Product Repair "Strategic Initiatives", and operational priorities.
Jodi Johnson
Director, Perfect Execution
Richard Ritter III
Technology Specialist - Reliability Services
David Troll
Vice President, Smart Home Services
Dish Network

Steven Zannos
Senior Director, Service Delivery

Steve Zannos is the Senior Director of Customer Care at Electrolux, a global manufacturer of major appliances that includes the Frigidaire, Electrolux and AEG brands.  He is responsible for the Field Service, Warranty Administration and Customer Engagement Center Teams in the US and Canada, which consists of over 700 employees.  Steve joined Electrolux in 2016 and has 25 years of customer service experience in the automotive, home appliance, consumer electronics and outdoor power equipment industries.

Steve holds a Bachelor’s Degree from Rensselaer Polytechnic Institute and an MBA from the University of Miami.  He also manages the largest customer service LinkedIn group, Customer Service Professionals, with over 155,000 members.

Greg McCormick
Business Architect Lead
Eduardo Bonefont
Vice President, Life Science, Technical Service
John Rygg
Technology Strategist, Hololens R&D Product Owner

John is proud to work for one of the largest and most respected construction, mining and engineering organizations in North America. Established in 1884, Kiewit is a 100% employee owned Fortune 300 company with over $10 billion in annual revenue, more than 25,000 employees, and the largest privately owned equipment fleet in North America.

At Kiewit, John identifies incremental and disruptive innovation opportunities for Field Technologies to drive operational excellence. These field technologies include IoT, AR/VR, Autonomous Vehicle Control, Mobility, GPS asset tracking, Drone Technology, 3D Printing, Smart Vest technologies for personal safety, and more.

He has more than 20 years’ experience managing and leading corporate IT teams in developing and implementing enterprise-wide software and infrastructure architectures. His work includes facilitating the technology strategic planning process to determine how IT can best benefit business outcomes. This also includes helping to capture innovation, thinking through corporate strategy, and putting technology to work in achieving it.

Charles M. Byrd
Director of Operations Implementation, and LRL Support
Roche Diagnostics

Charlie Byrd is the Director of Implementation Support at Roche Diagnostics. He joined the company in 1990 and has held various technical and managerial positions with increasing responsibility in the Support Department. Prior to joining Roche, Charlie worked for another diagnostic manufacturer where he gained his passion for the Diagnostic Testing Industry and how it has such an impact on patient lives every day. 

Charlie is from England where he earned a Bachelor's Degree in Electrical and Electronic Engineering before moving to the US. He also has also earned an MBA from Indiana Wesleyan University. Charlie lives near Indianapolis and is keen photographer who loves to travel.

Bob Latvis
Vice President, Field Services (Formerly)
Cox Communications and Comcast/NBCUniversal
Jon Kent
Corporate Manager Field Service and Mobility
Cox Communications
Jon Kent is an Enterprise Mobility enthusiast who has passion for improving the professional lives of those he works with, through improved technology and process. Jon has twenty years’ experience leading field service organizations and has found his home with Cox Communications as manager of Field Service Mobility. Jon has both organized and chaired enterprise mobility events, and enjoys building new relationships with end-users and vendor partners in an effort to pair best technologies with operational improvement efforts. Jon is also a certified project manager and volunteers his time with his local church and Habitat for Humanity.
John DuBay
Trane Building Services - Digital Strategies
Ingersoll Rand
John DuBay has 20+ years of experience in the Process and Energy Industries specializing in connected service technology strategies around asset performance, energy services, and enterprise management. John has hands on project experience for process, manufacturing, smart building and large enterprise energy management systems requiring complex integration to various disparate systems.
Ed McMurray
VP of Field Operations
Tokyo Electron Americas
Ed McMurray serves as the Vice President of Field Operations at Tokyo Electron America, a subsidiary of Tokyo Electron Inc. a leading semiconductor manufacturing equipment company. Ed leads all service, aftermarket sales, administration and operation teams in North America. Ed has been with Tokyo Electron for over 23 years and has held almost every position in field operations in his career. Ed is responsible for over 600 Field Service Engineers with over $350M in annual revenue. Ed is also charged to lead a program to apply best practices globally in the areas of business improvement, talent management, knowledge management, business intelligence and service automation.
Scott Moore
Managing Director, HVAC North America Field Service
Carrier Corporation

Scott Moore is Managing Director-HVAC North America Field Service. He is responsible for the overall leadership, strategic direction and operating performance of the Carrier Commercial Service and Carrier Rentals businesses in North America.  

Scott has more than 15 years of leadership experience with a strong focus on the end user in the HVAC Services and Controls spaces. Passion points include: quickly ramping up new ventures to successfully produce profit and proactive problem identification and resolution.

He joined United Technologies in 2015 as Director of Sales for North America Field Operations. Prior to joining UTC, he held a number of progressively responsible sales leadership positions with firms such as General Electric, Invensys PLC and Emerson Climate Technologies. 

Scott attended the University of Wisconsin – Platteville and holds a degree in Management as well as a Six Sigma Green Belt Certification. He spends his free time focusing on his family and his passion for cars.

R. Steven Tungate
VP/GM, Service, Supply Chain and Innovation
Toshiba America Business Solutions
Greg Lush
Vice President, Innovation
EMCOR Service Mesa Energy Systems
Greg Lush - VP Innovation - over the last 34 years in the service industry Greg has spent time in the field as a distributed controls technician; configured International service organizations; created and delivered pragmatic learning solutions; led change as a Chief Information Officer; and research and development to differentiate service organizations in their verticals. Evangelizing new technologies, data sciences, workforce science approaches are Greg's passions. His inventions around activity and worker qualification along with objective "point of service" measurement are significant contributors towards his lifelong ambitions to elevate the worker. You may see Greg's most recent contributions through social channels and at where he shares experiences and insights surrounding service delivery. Greg is considered an industry expert and speaks at trade shows and conferences throughout the world.
Cara Fuller
Senior Director, Global Support Delivery
WEC Energy Group

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

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

Tom May
Vice President, Fleet Operations
CRH Americas Materials

Tom is the Vice President of Fleet Operations for CRH Americas Materials and is responsible for the performance management and maintenance of more than 25K pieces of mobile equipment worth over $3.5B and a yearly spend of $750M.

Prior to working in construction materials, Tom was a Carrier Naval Aviator with over 2,300 flight hours, 350 carrier landings and 100 hours of combat time.  After the Navy, Tom worked his way up in the concrete and delivery business at Florida Rock Industries, eventually becoming a Division Vice President.  In 2008 Tom joined the Oldcastle Materials (now CRH Americas Materials) team and worked as a Performance Manager facilitating improved performance within 150 aggregate locations.  Three years later he was selected to take his current role.

Tom holds a Civil Engineering degree from Vanderbilt University, and an MBA from the University of La Verne in La Verne California.

Scott Spehar
General Manager/Vice President, Service Sales & Operations
Patrick Webb
Sales Director - Americas
GE Transportation

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

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

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

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

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

Pankaj Chaturvedi
Senior Vice President & General Manager, Emerging Markets
MasTec Advanced Technologies
Renee Jordan
Director, Advanced Sales Operations
Patrick Dell
Regional Director, Service
Varian Medical Systems
Angela Hunter
Manager, Technical Support
Bob Korman
Center of Capabilities and Agility Manager
Matthew Rust
Head of Service Performance Management, Global Service
Len Vanderhulst
Head of Service Business Development, Global Service
Dane Taival
Vice President & General Manager
Thermo King Corporation, Ingersoll Rand
Dane leads the Trane North American commercial heating, ventilation, and air-conditioning building services and customer care business segments and has held a series of positions with progressive expansion of responsibilities in sales and marketing for the building and energy services segment of Trane, a brand of Ingersoll Rand.
Eric Clopper
Director, Global Services Logistics & Labs
F5 Networks
Randy Hill
Worldwide Service Parts Operations
Carestream Health
Mamali Zarringhalam
Senior Vice President, Engineering Services & Customer Support
Nikon Precision
Byron Clark
Regional Vice President – North America
Brian Zenz
Operations Director
SBA Communications
Jeff Coleman
President, National Accounts
Comfort Systems
Joe Lang
Vice President, Service
Comfort Systems USA
Mr. Lang has been in the HVAC service industry for 34 years working for both OEM manufacturers and independent service and construction contractors. During his career he has held positions in field service, service technology, sales and service management. In his current role, he leads a group of operating companies within Comfort Systems USA that have doubled their service revenue and profitability in less than five years, and is leading the adoption and utilization of Dynamics 365 and service estimating tools for all of Comfort Systems USA.
Scott Tarran
Director, Service Operations
Bruker AXS
Mike Torpey
Global Director, Ortho Care Service Applications
Ortho Clinical Diagnostics

Clearly define the objectives, understand the processes and devise controls to manage the most important factors is the basic premise of process excellence.  Applied consistently, these principles have served  Mike through streamlining business processes, developing predictive monitoring, globalizing technical support and launching service management solutions.  

As Global Director, Service Applications, Ortho Care™ for Ortho Clinical Diagnostics, Mike oversees the integration of business process, technology solutions and analytics.  Using these principles Ortho has retooled the metrics strategy to align simplicity with clear action that is consistently focused on the customer to achieve and maintain a leadership position in service.

Mike Cramer
Director, Partner Business
Timothy Gallegos
Senior Vice President, Operations - US Region
Terry Diaferio
Senior Director, North American Service
Tennant Company
Experienced Service Executive with a demonstrated record of success in building and growing businesses. Proven ability to assess, identify, and implement both strategic and tactical actions for profitable growth. Proficient in Sales and Operations Management, Acquisitions, and General Management. Strong skills in Sales, Account Management, and Target Account Selling to compliment operational Excellence initiatives and actions. Joined Tennant in 2014 and is transforming their successful Industrial Service model for double digit growth and market capture.
Robert Gillette
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.

Jack McCabe
Vice President & General Manager, Utility Vegetation Management Solutions
Davey Resource Group
Wendell Raddatz
Vice Presdient, Customer Experience - Enterprise Operations & National Accounts
Brian Heaton
Senior Manager, Field Service
Roy Dockery
Vice President, Field Operations
Swisslog Healthcare Solutions
Roy Dockery currently serves as the VP of Field Operations for Swisslog Healthcare North America. In this role, he oversees Field Service, Support Services, Technical Training, and Operations Administration for Swisslog’s healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the Pharmacy Automation service division from the ground up as the Director of Field Service Operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction. Roy currently serves as a member of TSIA’s Healthcare Advisory Board.
Mark Hessinger
Vice President, Global Customer Services
3D Systems

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

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

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

Tim Spencer
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.

Greg Fisher
Senior Vice President, Service & Parts Sales

Greg Fisher is Senior Vice President of Service and Parts Sales for the Bunn-O-Matic Corporation in Springfield, Illinois.  Greg has 30 years of experience with BUNN in procurement, technical assistance, customer support, customer experience plus regional and national sales.  He has worked with roasters and foodservice customers to help them improve and upgrade their coffee and beverage through equipment and service profitability programs. 

In addition, Greg has presented at National Coffee Association and Specialty Coffee conferences and is an active member and supporter of the Specialty Coffee Association of America.

Mark Crook
Vice President, Energy Services
HomeServe USA
Nicolas Viens
Executive Director, Service
Bell & Howell
Dan McLenithan
Product Manager - Aftersales
Tim Stanley
Director, Service & Solutions
James Joyner
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.

Tad Drescher
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.

Michele Waugh
Customer Service Manager, US & Canada - Global Services

Michele Waugh is a Customer Service Manager for the US & Canada for Munters Global Services. She has worked holding many Operational and Service roles, such as Production Manager, Service Manager, Sales Manager over her 31 years of employment at Munters. In addition to her full time role, she has 3 grown adult children and 2 Granddaughters.  She also runs a nonprofit 501C organization for challenged children and adults. Her hobbies includes rescuing of horses of which she has 24 in total. She currently resides in Salisbury Massachusetts with her boyfriend Tony and their many animals.

Christopher Dann
Director of Ink; Service Manager
Durst Image Technology
Philip Luccarelli
Lime Energy
Patrick Foley
Senior Manager, Service Technologies, Innovation & Strategies, North America
Johnson Controls
Raul Aguirre
Director of Service
Coachella Valley Water District

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

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

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

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

Scott Day
Chief Operating Officer
Mr. David's Flooring International
Scott Day is the EVP of Product and Business Strategy at Thyssenkrupp Elevator. Scott is responsible for strategy, product management, and R&D program management. Scott has experienced both customer facing problems and the challenges of field force efficiency in his previous role as divisional president with full P&L responsibility . In his current role, Scott is responsible for implementing Thyssenkrupp’s new IoT platform, MAX. In addition, Scott’s team is responsible for delivering the digitalization strategy for the Americas business unit which requires out of the box thinking in areas of customer experience. Scott implemented enterprise-wide field force automation systems over 10 years ago but, realizing the speed of development in IoT and predictive analytics today, it becomes increasingly important to make sure the infrastructure is right. Decisions on hardware, data structures, integrated services and services that will enable digitalization for customers while actually making the field service force more efficient are critical to industry leadership and even survival in some cases.
Charles Hughes
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.

Dario Samarzija
Technical Support Team Lead, EMEA
Dario Samarzija is a technical support team lead at Alfresco, an open source company. Mr Samarzija uses his vast technical experience gained working as a support engineer and business consultant across the industry and his leadership skills to ensure and deliver continuous success for both the clients and the team. He holds a number of industry-recognized certifications from Amazon (AWS Solution Architect Associate), Microsoft (Microsoft Certified Professional), Cyberoam (Certified Network and Security Professional) as well as Service Strategies Certified Support Supervisor certification. He also speaks several languages and is naturally curious about exploring ways to improve service quality.
David McCoy
Director, Technical Service
Ariel Corporation
David grew up in rural Oklahoma and has worked in a wide range of capacities and locations in the Oil and Gas Industry over 37 years, primarily in Technical support and Customer Service. Dave is a United States Army Veteran and his continued education is in Automotive Technology. He holds several industry certifications and has an MBA through Ohio University. Dave presents regularly at several national industry conferences and teaches an annual short course at the University of Oklahoma. He is currently the Director of Technical Service for Ariel Corporation and is responsible for product support worldwide.
Rick Lowenberg
Mike Klehr
Senior Vice President, Field Operations
Pete Wayne
Chief Information Officer
Oscar W. Larson
Frank Steinocher
Shumate Mechanical
Frank Steinocher is the CIO of Shumate Mechanical, a family owned HVAC and Plumbing service provider in Atlanta.
Shumate provides services for both the Residential and Commercial markets through the southeast. Although both departments have HVAC in common, they both have some major differences when it comes to field service and construction.
Frank joined Shumate Mechanical in 1989 working with the management team to computerize and streamline operations.
Frank began his career working as a COBOL programmer for Apex Supply, a wholesale distributer.  Later he worked with a VAR installing Transportation and HVAC solutions to clients on the east coast.
Today, he leads a team of internal and external contractors to provide IoS solutions for Shumate’s business and field operations.
Some of the major milestones have been Integrating Microsoft Dynamics, key2act field service and Altec document repository with a mobile solution for field operations and construction site job cost along with a number of bolt-on specific application modules.
– New technology which was once an annual occurrence is now an every other month event.  Knowing when to add the ‘tool’ to your toolbox is the difference of success of failure.
Frank is an avid runner and has competed in a number of marathons including the Boston Marathon.

Sam Hampton
Vice President, Marketing & Data
Carter Machinery

Recognized for successfully transforming enterprises with cutting-edge data, software and technologies, Sam oversaw the team that developed a mobile app named Tethr that is disrupting field service, improving customer experience and driving new revenues for Caterpillar and it’s dealers.   He drives change though partnerships and analytical insights, and started a subsidiary company for Carter, Foundry26, that serves Caterpillar and it’s dealers worldwide. 

He is experienced in SaaS development, data analytics, mobile apps with a strong background in marketing and sales in several vertical industries such as telecom, retail, and industrial.  Sam has helped drive strong P&Ls at brands such as Cox Communications, AT&T and Advance Auto Parts.

Billy Wang
Senior Vice President and General Manager
MaxGen Energy Services
Billy Wang has served in senior service leadership roles in FedEx, Coca Cola and now Schneider Electric. Putting an emphasis on people and service culture to help deliver a signature experience to customers and drive financial results for shareholders.
Michael Lynn
Director, Customer Support Operations
Automated Packaging Systems

Mike directs global responsibility for all Customer Support Operations for the world leader in designing and manufacturing flexible bag packaging systems. 

His responsibilities include direct management of: 

  • Customer Support
  • Technical Support
  • Field Service Support
  • Technical Training and Documentation
  • Multiply Spare Parts Distribution Centers
  • Global Logistics Support Teams
Steve Mays
General Manager & Partner
Reynolds Machinery

Steve Mays is co-owner and General Manager at Reynolds Machinery, a machine tool distributor serving Ohio from their Dayton headquarters. Shortly after graduating from Purdue University, Steve joined his father and brother in the family business in 1990 and later assumed his current role after his father retired in 2002. He is closely involved with the activities of the service and parts department at the company and is instrumental in choosing, defining and improving the systems that steer the field service techs every day.

Reeve Bunn
DSL Ltd.
Hart Levine
Chief Financial Officer
DSL Ltd.
Nick Chang
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.

Bruce Levitt
Carin Johnson
Director, Field Operations
Dominion Diagnostics
Brad Barros
Service Manager, Canada
Fairbanks Morse Engine
Rodger Smelcer
Vice President
United Service Technologies
John Kordic
Vice President, Operations
WASH Multi-Family Laundry Systems
Karen Lehr
Director of Customer Care
Karen Lehr is the Director of Customer Care at Ice-O-Matic, a global leader in the commercial ice machine business. Her team manages approximately $100 million in sales and won the Governor’s Award for Export for Colorado. She also teaches marketing and project management for the University of Phoenix.
Justin Rydzewski
Director, Sales & Market Development
Controls Service
Bob Nelson
Vice President, Service
Ray Lindsey Company
Bob Nelson has been with the Ray Lindsey Company since 1997, and has been VP since 1999. Duties include responsibility for After Market Parts and Service in Southern Illinois, Missouri, and Kansas regions.
Russ Jensen
Director, 311 & 211
City Of Knoxville
Russ was Tapped By then Knoxville Mayor Bill Haslam to Design, Build, and Implement 311 service for the city of Knoxville in October 2004. Prior to that, he was a leading executive in the Ambulance industry. Russ spent 5 years with Rural/Metro Corp., the largest provider of emergency services in the Southeastern United States. As General Manager for East Tennessee, Russ had operational and fiscal oversight for all Fire and EMS operations and was responsible for an annual budget in excess of $30 million and 1,500 employees. Prior to moving to Tennessee, Russ was part of a team that built the largest ambulance call center in the western United States in Los Angeles California.

Russ’ experience ranges from training management teams to improve productivity and employee relations, negotiating large labor contracts, emergency service system design and implementation, to risk management and employee retention programs. He has consulted government agencies and companies throughout the US and Canada, has written and produced media campaigns for television, has lobbied for legislation to protect Domestic Violence Victims, and is the host of “Knoxville Now!” on 96.3 FM. Also, Russ has worked with the Governor’s office and the Commissioner of Homeland Security on a specific public safety plan focusing on the prevention of violence in the home and is part of Governor Haslam’s Customer Focused Government Group that has been charged with reviewing state departments from the ground up to improve service. Russ recently negotiated an agreement with the Knoxville/Knox County Office on Aging and the United Ways of East Tennessee to take 211 I&R into the 311 Call Center. Russ is active in the Rotary Club of Knoxville, Chairing programs for several years. He also works with victim advocacy groups across the country. Russ is a certified government performance manager and is often asked to speak to management groups around the country on issues of customer service, government, and employee relations
Kris Oldland
Publisher, Editor-in-Chief
Field Service News
Kris Oldland is Editor-in-Chief of Field Service News, the world’s leading business magazine dedicated to field service industries. Kris is a well recognised figure within the global field service industry, who can regularly be found speaking at various international field service focussed events and is widely regarded as a key commentator in the sector.
Thomas Hollman
Executive Director, Center for Services Leadership
W.P. Carey School of Business, Arizona State University
Laurie Battaglia
CEO and Workplace Strategist
Aligned at Work®

Thought Leader, Author, Speaker, and Transformer of people, cultures and workplaces, Laurie is CEO and Workplace Strategist of Aligned at Work® in Scottsdale, AZ. Laurie is the creator of the Aligned at Work® Model, which combines the Success Factors of Vocation, Relationships, Finances, Wellbeing, and Spirit into an integrated work/life model. Her book Aligned Workplaces: Integrating Life and Work is a practical guide for leaders and teams to reflect and learn together, using the Aligned at Work® Model.

Laurie’s 35+ year career as a corporate leader spanned the smallest to the largest of investment and banking companies, including Vanguard and Wells Fargo. She works with Senior Leaders to build engagement and inclusion into their cultures and practices and helps them build high performing teams. Laurie has an MS in Organizational Development and Leadership from Philadelphia College of Osteopathic Medicine.

Chad Williams
Former U.S. Navy SEAL & Bestselling Author of SEAL of God
Sara Mueller
Portfolio Director, Program Development
Field Service Events

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

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

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

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