Deep-Dive Workshop Day: Mastering the Art of Field Service
Tuesday, April 21st, 2020
Chetan Makam is a key member of the executive leadership team at TerumoBCT, a nearly $1 billion mission-driven medical device company focused on unlocking the potential of blood and cell-based therapies. In his role as VP of Global Services, he leads a globally integrated service team that currently serves as a key market differentiator in 130 different countries and co-leads the Digital Transformation and Data Analytics programs, and is accountable for Process Excellence initiatives.
Chetan’s keynote sheds light on how and why companies are developing offerings that go beyond equipment, the exponential change in the expertise requirements for field service teams, as well as the market state and the needs driving a rethink of the service delivery models. Key takeaways include:
-Igniting change in service delivery models -- from an individual to a team, from unique to scalable, from device to ecosystem
-Prioritizing field service on a companywide business model scale
-Demonstrating the value of additional revenue streams generated through service
-Reconsidering the profile of a field service engineer who has what it takes to deliver customer delight