Field Service USA 2018

April 17-April 20, 2018

JW Marriott Palm Desert Resort & Spa, CA


Deep-Dive Workshop Day - Tuesday, April 17, 2018: Elevating Your Service Business In A Digital World

7:00 AM - 8:00 AM Registration & Breakfast


Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:15 AM - 8:30 AM Chairperson’s Opening Remarks

Tom DeVroy, Senior Product Evangelist, IFS


Tom DeVroy

Senior Product Evangelist
This presentation will demonstrate how Siemens has grown faster than the market by transforming our traditional field based service business with focus on the following components:

  • New digital smart services
  • New ways to collaborate with customers
  • New ways to deliver services more efficiently by implementing digital tools


Brad Haeberle

Vice President, Solution & Service Portfolio - Building Technologies
  • Moving from selling a product to selling a value service, result, or up-time
  • Adding service revenue streams and adjusting payment models to reflect paying for up-time
  • Integrating service more closely with R&D
  • Having strategic dialogue with stakeholders to drive change necessary to thrive in the new service business
  • Putting a plan in place to make your business model evolution happen, rather than falling behind your competition


Arthur McGinn, Jr.

EVP, Service
Canon Solutions America

Vito Minneci

Vice President, Aftermarket Parts & Services
Kohler Power Systems

Gary Johnson

VP Global Technology, Optimization and Business Operations, Global Service
Pitney Bowes

Charles Hughes

Vice President, Field Services

Venki Subramanian

Senior Director, Product Management

9:30 AM - 9:50 AM Applying Technology Innovation To Real World Service Problems

Tim Spencer, Senior Vice President & General Manager, Service Operations, Bunn-O-Matic


Tim Spencer

Senior Vice President & General Manager, Service Operations

9:50 AM - 10:10 AM Exhibitor Meet & Greet

Have a key solution you are shortlisting? Curious about a new technology? Take advantage of this sneak peak opportunity to meet our exhibitors before the Hall officially opens.

10:10 AM - 10:25 AM Espresso Yourself Refreshment & Networking Break

10:25 AM - 11:25 AM Workshop A: Oxford Style Debate: What’s The Most Effective Way To Increase Service Profitability, By Adding More Value Or Reducing Cost?

Nick Chang, Head of Global IoT Customer Success, Hitachi Insight Group Steven Caldwell, Vice President, Business Transformation, PTC Marc Brown, Vice President, Service & Operations, Esaote
Customers’ expectations of service have changed. They aren’t always willing to pay for higher service contracts, especially if they feel they can get the same level of service elsewhere cheaper. So organizations have to continually evolve to ensure they are providing services perceived as valuable to customers. At the same time, field service technologies have erupted across the marketplace, allowing you to do your job better, faster, and cheaper. If you had to prioritize one route to greater profitability and customer longevity, which would you choose: bringing to market more value-added services, or maximizing efficiency? First, we’ll poll the audience to find out where they stand. Then each side will have a chance to provide opening and rebuttal statements. Finally, we’ll close with questions from the audience and then a closing poll to see how our debaters may have changed your mind.


Nick Chang

Head of Global IoT Customer Success
Hitachi Insight Group

Steven Caldwell

Vice President, Business Transformation

Marc Brown

Vice President, Service & Operations

10:25 AM - 11:25 AM Workshop B: Mindful Service

David McCoy, Director, Technical Service, Ariel Corporation
While technology has revolutionized the service industry it is critical to remember that service is an attitude and culture that requires mindfulness from the top down. In this workshop we will explore some examples and the benefits of Mindful Service.


David McCoy

Director, Technical Service
Ariel Corporation

10:25 AM - 11:25 AM Workshop C: Conditioned Based Maintenance And Prognostic Health Management

Vasiliy Krivtsov, Director of Reliability Analytics, The Ford Motor Company
  • Get hold of historical data on maintenance/repairs of your equipment to estimate respective failure rates.
  • Identify cost of preventive maintenance vs. cost of failures (in terms of $$$ or availability).
  • Use the methodology discussed in the workshop to identify the optimal maintenance intervals that maximize the reliability/availability of your field service equipment.
  • Brainstorm physical or virtual sensors (as the one discussed in the workshop) to foresee and prevent equipment failures.


Vasiliy Krivtsov

Director of Reliability Analytics
The Ford Motor Company

10:25 AM - 11:25 AM Workshop D: Implementing An SSX (Support And Services Experience) Strategy For Greater Customer Satisfaction

Kendra Dahlstrom, HPC & AI Strategic Projects Manager, Hewlett Packard Enterprise
  • Why product-centric cultures aren’t helping us “win” with customers
  • What is SSX and how does it differ from CX (customer experience) and UX (user experience)?
  • How to influence the rest of your company using an SSX strategy
  • How to determine your success


Kendra Dahlstrom

HPC & AI Strategic Projects Manager
Hewlett Packard Enterprise

11:25 AM - 12:25 PM Workshop E: Your Digital Journey: Benchmarking Your Service Transformation

Patrice Eberline, Vice President, Global Customer Transformation, ServiceMax from GE Digital


Patrice Eberline

Vice President, Global Customer Transformation
ServiceMax from GE Digital

11:25 AM - 12:25 PM Workshop F: How Changes In The Manufacturing Industry Are Impacting Field Service

Gary Brooks, Chief Marketing Officer, Syncron Erik Lindholm, Head of Product Strategy, Syncron
The manufacturing landscape is shifting faster than ever, and companies are being faced with new challenges that will require them to adapt quickly to avoid being left behind by competition. With average EBIT margins for aftersales services at 25 percent, compared to 10 percent for new equipment, manufacturers are capitalizing on this significant opportunity to optimize service.

Join Syncron in this interactive workshop as we discuss the major trends in manufacturing that will have a significant impact on field service operations in 2018 and beyond, including:

  • The shift from transactional, break-fix model to subscription-based product uptime
  • Autonomous vehicles and the share economy
  • Workforce development and the implementation of Artificial Intelligence
  • Market disruptors and distractions


Gary Brooks

Chief Marketing Officer

Erik Lindholm

Head of Product Strategy

11:25 AM - 12:25 PM Workshop G: Ditch The Clipboard: How To Transform Connected Service From The Phone To The Field

Mark Bloom, Senior Director, Strategy & Operations – Service Cloud, Salesforce


Mark Bloom

Senior Director, Strategy & Operations – Service Cloud

11:25 AM - 12:25 PM Workshop H: The Field Service Journey – Understanding the impact of LTE-M and 5G on today’s service model

Dan Miller, Director of Industry Solutions – Manufacturing, AT&T
The function of field service is a journey, not a destination. Over the years, technologies like mobility and IoT have allowed the process of service to transform. Where once assets were considered stranded and disconnected, they are now, or can report on condition, location, consumption levels and other key metrics. Some companies are even looking at advanced analytics to drive smart ticketing and response to reduce service truck rolls. The underlying requirement for many of these models is connectivity. The industry is at another inflection point. The impending deployment of LTE-M and 5G stand to once again change the model for the better. In this workshop AT&T will:

  • Discuss best in class service models today
  • Review the topologies and possibilities of LTE-M and 5G
  • Look at integrated service models that leverage analytics within the service lifecycle
  • Look at what service will look like in 5 years with emerging technologies and networks


Dan Miller

Director of Industry Solutions – Manufacturing

12:25 PM - 1:25 PM Lunch

12:25 PM - 1:25 PM Private Wine-Tasting Lunch For Group Raffle Winner

Most organizations bring several members of their team or related departments (IT, service sales & marketing, training, technical support, call center, managed services, etc.) to Field Service. There
is so much going on each day, it’s impossible for one or two people to grasp all the ideas being shared and sessions taking place. Attending the event is a great way to recognize your employees, build rapport among leaders, or offer a crash course to someone coming from a different industry.

Get Even More Value When You Register 5 Or More People:
Register 5 or more and be entered into a raffle to win a Private Wine-Tasting Lunch with your entire team on April 17th!

1:25 PM - 2:25 PM Workshop I: Meet The 2018 Field Service Awards Finalists Part 1

The three finalists from each category will be invited to present their program for consideration to the Advisory Board in front of Field Service attendees. Each finalist will have 4 minutes to give an overview of their program and its results, and then 7 minutes to answer questions posed by the Advisory Board to help the Board cast their final vote on the winner of each category.

1:25 PM - 2:25 PM Workshop J: Building Value And Trust With Your Customers And Team To Create High Performing Operations

Peter Officer, Business Team Leader – Aftersales, Hypertherm
Hypertherm is in the midst of an Industrial Internet of Things(IIoT) journey. They are getting their equipment connected, streaming data and leveraging that data to add service value for end users.

While many companies that are much larger may have much more advanced initiatives and capabilities, this is meant to be a workshop to establish effective strategy for smaller companies just trying to get started.

Peter Officer

Business Team Leader – Aftersales

1:25 PM - 2:25 PM Workshop K: Retrofitting IoT For Legacy Equipment

Jeremy Jones, CIO, Comfort Systems USA
Having pioneered and vetted two independently successful industrial IoT implementions, Mr Jones brings unique experience to the process around development and cybersecurity. This session will focus on:

  • Explaining the need for retrofitting IoT for equipment that was built to last
  • Identifying what you would like to monitor and how to manage the data
  • Making a complex problem simple
  • Handling retrofitting when a customer decides to no longer work with you


Jeremy Jones

Comfort Systems USA

1:25 PM - 2:25 PM Workshop L: Building A Value-Added Distributor Relationship With Your OEM Partners

Roger O'Connor, Vice President, Product Support, Gosiger
  • Establishing the team you need for a successful partnership
  • Going beyond basic “Break-Fix” services - Contracts and SLAs
  • Adopting the culture of the OEM to become an extension of their company
  • Creating metrics to ensure you are meeting and exceeding expectations


Roger O'Connor

Vice President, Product Support

2:25 PM - 3:25 PM Workshop M: Flawless Field Service At Your Fingertips: The Key To Maximizing Productivity, Customer Experience And Employee Engagement

David Schulze, Vice President, Business Development, Cognito iQ


David Schulze

Vice President, Business Development
Cognito iQ

2:25 PM - 3:25 PM Workshop N: Roadmap To Success In An Outcome-Based Service Model

Michael Mendoza, Field Service Practice Lead, Hitachi Solutions America Ben Vollmer, Global Field Service Lead, Microsoft
This workshop will explore lessons learned from real-world customers; as well as people, processes and technology needed for success.


Michael Mendoza

Field Service Practice Lead
Hitachi Solutions America

Ben Vollmer

Global Field Service Lead

2:25 PM - 3:25 PM Workshop O: Transforming Field Service With The Crowd

Jeff Bonnell, Vice President, Industry Solutions, Coresystems Software USA
Very recently, there has been a convergence of increased customer demands, new business challenges and technology innovations that presents a unique opportunity for field service organizations in the medical equipment industry to dramatically retool field service operations to create a more efficient operation, happier customers and create new business models. Everyone has heard of IoT, Augmented Reality and AI as breakthrough technologies, but there are other factors under the surface that can create dramatic, and positive, change. Partly due to the success of IoT, customers require immediate service response (or 100% uptime if that is the supply model) but field service organizations are burdened by manual systems and, further, losing experienced field service staff to retirement and cannot find enough talent to replace them. In this session, Coresystems will show how Crowd Service is leveraging those technologies to counter the business challenges and take advantage of a growing contingent workforce to counter growing customer demands and create even better outcomes.

Learn how Crowd Service can help you:

  • Own the customer touch point throughout the service lifecycle.
  • Scale your services business beyond your traditional boundaries.
  • Drive new leads and opportunities to grow service and parts revenue
  • Achieve a step change in NPS


Jeff Bonnell

Vice President, Industry Solutions
Coresystems Software USA


Shahar Chen

Chief Executive Officer & Co-Founder

Assaf Melochna

Chief Operating Officer & Co-Founder

3:25 PM - 3:40 PM Cake It Easy Networking & Refreshment Break

3:40 PM - 4:40 PM Workshop Q: Supporting Field Service Workers: Cut The Paper And Go Mobile

Alvaro Pombo, Chief Executive Officer, ProntoForms


Alvaro Pombo

Chief Executive Officer

3:40 PM - 4:40 PM Workshop R: Connect Your Field And Back Office To Improve Service To Cash Workflows

Andrea Bach, Senior Solutions Consultant, Trimble
  • Go paperless and improve service to cash cycle times
  • Leverage the data collected from the field to automate back office workflows
  • Optimize the processes that connect the field and back office


Andrea Bach

Senior Solutions Consultant

3:40 PM - 4:40 PM Workshop S: Why Break/Fix Is Not Good Enough. Shifting Your Entire Focus To Achieving Customer Business Outcomes

  • How to add additional value to your customers beyond break/fix
  • Determining how to transform your operations to achieve customer business outcomes
  • Creating a small team of disruptive change agents to ensure this shift happens; identifying who should be part of this team
  • Taking the time necessary to develop and test the 100% right algorithms to help your systems achieve customer business outcomes

3:40 PM - 4:40 PM Workshop T: Global Forwarding And Customs Clearance Best Practices

  • Expediting custom clearance in high growth markets like Brazil and China
  • Finding experts in global forwarding and custom clearance
  • Measuring the effectiveness of your global forwarding program

4:40 PM - 5:40 PM Workshop U: Meet The 2018 Field Service Awards Finalists Part 2

The three finalists from each category will be invited to present their program for consideration to the Advisory Board in front of Field Service attendees. Each finalist will have 4 minutes to give an overview of their program and its results, and then 7 minutes to answer questions posed by the Advisory Board to help the Board cast their final vote on the winner of each category.

4:40 PM - 5:40 PM Workshop V: Leveraging Augmented Reality To Liberate Expert Knowledge

John DuBay, Trane Building Services - Digital Strategies, Ingersoll Rand
The next big disruption will be the empowerment of all service providers to service all equipment, all the time, anywhere, for any customer at the most competitive price. IoT platforms will host analytics, connectivity, and expert knowledge as integrated to remote devices like Google Glass and tablets to create a digital service ecosystem that anyone can subscribe to. This will significantly lower the cost of service and give customers on demand choices for their provider.


John DuBay

Trane Building Services - Digital Strategies
Ingersoll Rand

4:40 PM - 5:40 PM Workshop W: Fostering An Entrepreneurial Spirit Within A Service Team

Patrick Webb, Sales Director - Americas, GE Transportation
As service business models and the skills required of your service team are shifting, how do you know whether you are creating an effective culture within your organization? Patrick Webb believes strongly in the necessity of an entrepreneurial spirit among your service team, and will show you – step-by-step – how to get there.


Patrick Webb

Sales Director - Americas
GE Transportation

4:40 PM - 5:40 PM Workshop X: Customer Service Transformation Driven By Customer Feedback And Continuous Improvement

Cara Fuller, Senior Director, Global Support Delivery, WEC Energy Group Joan Gilson, Senior Consultant, Work Methods & Development, We Energies
We Energies and Wisconsin Public Service Company are the largest regulated electric and gas utilities serving residential, business and agriculture consumers in the state of Wisconsin. We have made a significant customer service transformation over the last 10 years as we have hundreds of thousands of points of contact with customers each year through various transactions. We’ll take a deeper dive into one of those customer outreach processes – our We Care program – and explain how the program began and where we are today. You will learn how we:

  • Engage field employees to drive positive change and continuously improve.
  • Capture and act on customer feedback.
  • Value all sides of a transaction – the employee(s), the transaction, the customer.


Cara Fuller

Senior Director, Global Support Delivery
WEC Energy Group

Joan Gilson

Senior Consultant, Work Methods & Development
We Energies

5:40 PM - 7:10 PM Western Saloon Reception On The West Lawn

Yee-haw! Lasso up your colleagues and friends and settle into the dessert with a little bull riding, vintage casino games, and good ol’ Tex Mex.

7:10 PM - 7:10 PM Conclusion Of Workshop Day