May 06 - 08, 2024
JW Marriott Desert Springs, Palm Springs, CA
Len VanderHulst has more than 30 year of service management experience with laboratory and life science equipment and medial device manufacturers. Currently as Senior Vice President of Global Service, for Eppendorf Group (Hamburg, Germany), Len is responsible for all aspects of the service business development and growth global include direct and indirect service channels. Prior to join Eppendorf, Len spent over 20 years with Mettler Toledo in various management roles within global services, developing and implement strategic service projects across the company’s service operations. Early in his career Len also held several service management positions with Dade-Behring Diagnostics.
Field service technicians and engineers play a critical role in ensuring customer satisfaction and a smooth customer journey and experience. As technology rapidly evolves, however, more demands are being placed on technician’s shoulders. It is no longer sufficient to be a strong diagnostician and repairer of equipment as the suite of service offerings -- remote and on-site – and the technology applications that support resolution and knowledge capture, are increasingly more complex and sophisticated.
Learn how service organization are:
· Training technician today to ensure their skills remain current and relevant now and in the future
· How they are capturing, managing and transferring knowledge to the next generation service technician/engineer
· Focusing on soft-skills training and digital enablement to ensure technician success in the field
Without question, digitalization is changing the frontline technician and engineer role from what it was just a few years ago. How are these evolving roles changing how service organizations hire, onboard and train technicians? What new skill sets are needed? What former imperative skill sets are not as necessary, and why? How should frontline supervisors adapt their management style to these new realities and changes as their role is changing as well?
Embark on a global exploration of innovation and prepare to be inspired as we transcend borders to showcase a kaleidoscope of successful strategies and groundbreaking ideas and how they can be adapted and applied to your own service organization.
Join us as we foster a collaborative environment where attendees can engage in a rich exchange of ideas, forging connections that transcend geographical boundaries. Explore case studies that highlight the power of cross-cultural collaboration, illustrating how adopting successful practices from other countries can spark transformative change within your own community or organization.
This session is your passport to a world of innovation, where the best practices from abroad become the seeds of transformation in your own organizations.
Check out the incredible speaker line-up to see who will be joining Len.
Download The Latest Agenda