Field Service Virtual Event

September 30 - October 02, 2020

Online

10:30am - 6pm ET

Markus Rimmele, Former Managing Director US Service at KOCH Packaging Systems, Inc, a member of the Uhlmann Group
KOCH Packaging Systems, Inc, a member of the Uhlmann Group Logo

Markus Rimmele


Former Managing Director US Service
KOCH Packaging Systems, Inc, a member of the Uhlmann Group

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

Download The Latest Agenda

Thursday, October 1, 2020: ACCELERATING THE DIGITIZATION OF FIELD SERVICE IN RESPONSE TO THE PANDEMIC

Thursday, October 1st, 2020


3:50 PM Panel Getting Data from Legacy Products and Systems to Effectively Crunch the Numbers for Predictive Service

The technology of yesterday is struggling to support today’s service industry reality and poses a serious challenge: on the one hand, upper management understandably wishes to achieve maximum ROI on the existing infrastructure that entailed big capital expenditures in the not-so-far past and, in many cases, haven’t yet reached its peak of depreciation. On the other hand, certain legacy systems cannot be retrofitted to fully support digital innovation and, therefore, halt progress and diminish your competitive advantage. Is there a way out?


This panel session explores various practices in selecting and qualifying IoT and data analytics partners that can help you in your legacy systems retrofitting efforts and deliver smooth automation and data flow and exchange across your service business:


  • Identifying critical success factors before a new supplier is deemed acceptable 
  • Making sound vendor selection decisions through efficient cross-functional group collaboration to develop universal supplier qualification/disqualification criteria
  • Following a structured approach to overcome integration and interoperability issues

Friday, October 2, 2020: THE EVOLUTION OF CUSTOMERS’ NEEDS IN TIMES OF COVID-19 AND BEYOND

Friday, October 2nd, 2020


3:00 PM Panel Virtual Support: Shortlisting the Best Tools for Remote Connectivity and Improved Customer Assistance

This panel session explores best practices in virtual connectivity and remote customer assistance, and how you can integrate these capabilities in your service offering. Key takeaways include: 


  • Examining what other professional services firms are using for virtual customer support
  • What are the benefits vs. detriments of different tools?
  • How to determine the rare occasion when support staff is needed in person vs. virtual
  • How to manage security and other industry-specific customer restrictions while still supporting your customers

4:00 PM Case Study : Rethinking Field Service Fundamentals to Drive Business Continuity in times of COVID-19

Over 20 years ago, Markus Rimmele set on a field service path as a Service Technician at OPTOTEX GmbH, Germany and has since climbed the career ladder to become a recognized service leader and a lifecycle management advocate with a solid background in global operations, engineering, manufacturing, and automation. In his most current role as the Managing Director of US Service at Koch Packaging, Markus spearheaded the machinery manufacturer’s service and support organization and set the vision and direction for the future through the prioritization of customer needs and ongoing technological upgrades.


Markus’s presentation breaks down the main factors behind his achievements as the field service leader in automotive, medical, solar energy, machine tooling, and material handling industries and offers a comprehensive overview of the fundamental steps that service organizations need to take in order to drive business continuity in response to the COVID-19 pandemic. Key takeaways include:


  • Field service success factors that apply to all industries, regardless of your product line
  • Setting clear-cut goals for service teams in the face of the pandemic 
  • Integrating the voice of the customer in your service strategy
  • Complementing your service monetization effort with evolving technology