Field Service Palm Springs 2019

April 23 - 26, 2019

JW Marriott Palm Desert Resort & Spa, CA

David D. Douglas

VP Service Management
Scientific Games

5:15 PM Beer-Tasting Toolbox Talks

Choose 2, 30 minutes each.

1. Voice Of The Customer: Getting A True Sample From Your Entire Base
Greg Fisher, SVP of Service & Parts Sales, Bunn-O-Matic

2. Brain Drain: Transferring Knowledge From Your Senior Techs
Steve Mays, General Manager & Partner, Reynolds Machinery 

3. Training Your Field Staff To Provide Additional Customer Value
Justin Rydzewski, Director, Sales & Market Development, Controls Service

4. Sustaining And Improving Service Delivery Quality And Employee Engagement During Times Of Increased Demand
Clifford T. Gardner, Jr., Area Service Manager, NAS, Field Service & Support, Fresenius Kabi

5. Employee Engagement Strategies For Safer, Quality-Driven Culture
Jack McCabe, VP and General Manager, Utility Vegetation Management Solutions, Davey Resource Group

6. Data-Driven Decision Making
Matthew Rust, Head of Service Performance Management, Global Service, Mettler-Toledo

7. Avoiding Costly Mistakes When Implementing A New Augmented Reality Support Program
Tim Spencer, SVP and GM Service Operations, BUNN

8. Helping Customers Help Themselves With The Right Digital Tools
Scott Tarran, Director, Service Operations / RSO, Bruker AXS

9. Establishing The Most Important Metrics To Be A World Class Service Organization
Mike Torpey, Global Director Ortho Care Service Applications, Ortho Clinical Diagnostics

10. Demand Forecasting And Capacity Planning Best Practices
James M Joyner, VP Global Operational Excellence, Astec Industries

11. Application And Device Security: What Is The Best Solution And How Is Your Security Team Changing Your Field Tech’s User Experience?
Jon Kent, Manager, Corp Field Service Mobility, Cox Communications

12. Optimizing Call Center And Field Service Teams On Work That Can Be Completed Either Remotely Or Onsite
Angela Hunter, Technical Support Manager, bioMerieux
Bob Korman, Center of Capabilities and Agility Manager, bioMerieux

13. Making Safety A Priority To Protect Your Traveling Technicians
Brad Barros, Service Manager, Canada, Fairbanks Morse Engine

14. Workplace Injury Prevention: Tactics for The Aging Workforce
Michelle Waters, Area Manager, Gas Operations, We Energies

15. Why The Next 5 Years In Field Service Won’t Be Like The Past 5 Years
Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems

16. Lessons Learned From Successful Acquisitions
Eric Paulik, Director Global Field and Customer Service, Philips

17. Taking The Plunge: Making The Case For New Tech To Get Your Service Organization In Fighting Shape
Reeve Bunn, President, DSL Ltd.
Hart Levine, CFO, DSL Ltd.

18. Optimizing Call Center Procedures To Create A Better & Efficient Customer Experience
Daniel M. Przislicki, VP Service Support Operations, Canon Solutions America 

19. Meeting Customer Intimacy Goals With Enhanced Service Operations
Brian Heaton, Senior Manager Field Service, Omnicell

20. Using Artificial Intelligence To Predict The Probability Of Parts Fixes
Rodger Smelcer, VP, United Service Technologies

21. Strategic Expansion Of Your Service Business Through Acquisitions
Mike Klehr, SVP Field Operations, MEI

22. Taking Into Account “Digital Diversity” When Establishing Self Service Initiatives
Russ Jensen, Director 311 & 211, City of Knoxville

23. Overcoming Challenges When Supplementing Internal Technician Resources With External Workforce Service Partners
R. Steven Tungate, VP/GM, Service, SCM and Innovation, Toshiba America Business Solutions

24. Change Management Best Practices
Scott E. Day, COO, Mr. David’s Flooring International

25. Differentiating Yourself From The Competition With Process And Technology Enhancements
Mark Crook, VP Energy Services, HomeServe USA

26. Shifting Support Models As Customer Needs Evolve
Charles M. Byrd, Director of Implementation and LRL Support, Roche Diagnostics

27. Helping Customers Help Themselves With The Right Digital Tools
David D. Douglas, VP Service Management, Scientific Games

28. Tribal Knowledge Collection And Dissemination
Paul Davy, Director of Manufacturing and Field Service, Halo Labs

29. Technician Training Best Practices
Drey Taylor, Director, Field Service, Acuity Brands Lighting

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

Download The Latest Agenda