Brendan O'Malley

Field service organizations must adapt to meet the diverse and specialized needs of their customers, sometimes necessitating the development of specialized service teams that can deliver exceptional service and drive business growth.

Bren will review the strategies and tactics that have enabled him to develop many specialized service teams over his 30-year career working in both the private sector and the armed services.

• Identifying Specialized Needs: Identifying specific customer segments or service requirements that require specialized teams.
• Skill Assessment and Development: Assessing the skills and knowledge required for specialized teams and developing training programs to equip technicians.
• Team Formation and Management: Creating high-performing specialized teams with clear roles, responsibilities, and communication channels.
• Technology and Tools: Providing specialized teams with the necessary tools and technologies to effectively deliver their services.
• Performance Measurement and Incentives: Establishing performance metrics and incentives tailored to the specific needs of specialized teams.

TABLE 1 – Mastering the Rule of Threes: How It Can Help You Solve Almost Any Service Challenge – Moderated by Brendan O'Malley, Field Service Engineering, Customer Sustainment and Support, Northrop Grumman Autonomous Systems

TABLE 2 – Monetizing Data as a Product: How to Communicate the Value to Customers Who Think It Should Be Free – Moderated by Brandon Simon, Director of Aftermarket Sales & Field Support, Crown Equipment, and

Collin Rush, Director, InfoLink Customer Support, Crown Equipment

TABLE 3 - Shift Left: Increasing the Efficiency and Speed to Resolution Using Self-Service Best Practices

TABLE 4 - Learning from Failure: Building Resilience in Field Service Management

TABLE 5 - Global Service Standardization: Ensuring Consistency Across Borders