Field Service Palm Springs 2025

April 22 - 24, 2025

JW Marriott Desert Springs, Palm Springs, CA

Bruce Nelson

VP Strategic Initiatives Hytech

Bruce has held many executive level positions in the service industry, with 3 decades of experience in leading large teams to success in achieving consistent revenue and profit goals, while improving customer KPIs and customer satisfaction scores. He was in many positions with Lanier, Ricoh, NCR and now Hytec developing Strategy and innovative plans for continuous improvement and growth. His responsibilities over this time included roles over dealer service, back office support services, field operations for 4500 technicians and over 11,000 Managed Service employees. At Lanier, he led a dealer service division, responsible for the support of all national Lanier dealers. At Lanier he also led the support services team, a highly talented group responsible for parts management, technical support, engineering, training, call centers, publications, websites, and automation. When Lanier and Ricoh merged, Bruce was promoted to lead even larger teams in the same support arena. A few years later, Ricoh purchased IKON and that team continued to grow, innovate, and automate for improved support, all while reducing cost by millions. This was done by adding automation for customers and technicians, including a patented support model. He held a global leadership position with NCR over field service, responsible for technicians and the support of all products in North America. In his current role, Bruce is responsible for the Strategic Initiatives at Hytec. This includes growing the incredible service delivery model Hytec has, with over a 90% market share in the imaging space. The role is to expand this service to other industries. Some of these additions include ATMs, kiosks, and the elevator market.

Day 2 - The Future of Service: Embracing Necessary Disruption and Accelerating Tech Adoption to Solve Real Customer Problems

2:20 PM PANEL: Fire Them Up Fast: Engaging New Hires Within the First Few Months or Risk Losing Them

Today's competitive job market, engaging new hires quickly and effectively is crucial for retention and long-term success. This panel will explore strategies for rapidly integrating and motivating new employees within their critical first few months.

Panelists will address:

  • The importance of the first 90 days in shaping a new hire's perception and long-term commitment
  • Innovative onboarding techniques tailored for field service roles
  • Strategies for creating immediate connections between new hires and their teams, despite geographical dispersion
  • Leveraging technology to streamline and enhance the onboarding process
  • Developing mentorship programs that accelerate integration and skill development
  • Techniques for setting clear expectations and providing early wins for new employees
  • How to identify and address early signs of disengagement or misalignment

Don't miss this opportunity to learn how to turn your onboarding process into a powerful tool for building a strong, committed workforce.

Check out the incredible speaker line-up to see who will be joining Bruce.

Download The Latest Agenda