Kevin Bowers

This panel session explores the impact of efficient parts and supply chain management on customer satisfaction and offers practical recommendations on how to achieve full visibility into your field operations and parts supply for improved service delivery. Key takeaways include:

• Determining the right metrics and KPIs to measure parts supply effectiveness
• The best ways to build relationships with your logistics partners to create parts efficiency
• What to do when end-of-life spares are unavailable or very expensive?
• What innovative technologies including artificial intelligence are impacting spare parts management?

1. Moving from the Dispatched to the Dedicated Onsite Support Model

David Rabe, Senior Director, Head of Field Service Automation and MegaLabs, Siemens Healthineers

2. Optimizing Knowledge Management for Field Service Teams

Michael Ahrens, Senior Director, Field Service Operations, Pure Storage

3. Adding Value to Service Contracts to Extend Customer Relationship

Nithin Skaria, Manager, Field Operations, Acuity Brands Lighting, Inc.

4. Achieving the Goal of Customer-Centric Field Service 

Bill Pollock, President and Principal Consulting Analyst, Strategies for Growth

5. Establishing a “Concierge Service” Culture to Drive Service Network Performance to the Next Level

Robert Gillette, former Vice President, Customer Support, STULZ Air Technology Systems Inc.

6. Using Dashboards to Manage Your Technicians’ Performance and Quality

David Douglas, Vice President, Service Management, Scientific Games

7. Applying Augmented Reality (AR) in Field Services

Ravi Advani, Director – Field Services Solutions, Digital Workplace Services Unisys

8. Determining Mutually Beneficial Key Metrics with your 3PLPs

Eric Clopper, Senior Director, Global Services Logistics and Labs, F5 Networks

9. Global Training Best Practices

Kevin Bowers, Director of Field Service Research, Technology Services Industry Association (TSIA)