Day Three: Preparing Your Organization For The Next Generation Of Service & Support

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· What skill set should your technicians possess in response to the changing service environment?
· Why more marketing, sales, and customer experience skills are necessary
· When service technicians should have stronger training skills (to train your customers to use your product better) rather than repair skills
· Getting your customers to say “We need their product because we need their service and trainers!”

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· The best ways for service to find synergies with product sales and marketing colleagues
· Breaking down silos among service, sales, and marketing
· Establishing the value prop for service among all three departments
· Being able to price service more effectively and competitively as a result of working together more collaboratively

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As the Director of Quality at Motorola in the early 1990’s Tom was part of the team in the Land Mobile Product Sector (LMPS) that answered Bob Galvin’s challenge to apply Six Sigma principles to service and administrative areas. Tom and the Motorola Quality team developed a Framework for Service Excellence that Tom has successfully applied for over 20 years as a services executive. In this presentation Tom will give you the “Keys 2 Drive Exceptional Service” in your business.

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· Understanding cultural differences
· Ensuring a consistent level of service across your brand
· Key strategies for effective synergy with international partners

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Learn how to solve business communication problems with hostage negotiation solutions. A 24-year veteran of the FBI, Chris Voss retired as their lead international kidnapping negotiator and authored the book Never Split The Difference: Negotiating As If Your Life Depended On It.

The negotiation methodology he’ll share with you centers around “Black Swans,” small pieces of information that have a huge effect on an outcome. Not only does Chris believe the negotiation process needs to be tailored to draw out these complexities, but also he and his team negotiate in a way that has a huge impact on influencing an outcome. Chris’ presentation will help you secure and close better deals, save money, and solve internal communication problems, all essential skills for leading a world-class service organization.

Additional deal: All attendees will receive a copy of Chris’ recently released book Never Split The Difference: Negotiating As If Your Life Depended On It!

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We guarantee you’ll be inspired by fresh and innovative ideas at Field Service, and that you’ll make new contacts to help you achieve your goals. But sometimes after an event, we get back to our offices and into the flurry of our day-to-day work, and the ideas planted at Field Service don’t receive the nurturing they deserve. We are committed to supporting you in advancing service NOW, not in 6 months or 6 years. This short but sweet exercise will ensure you take the beginning action steps necessary to apply what you’ve learned at Field Service to your organization immediately.

Sit down with a speaker from the morning to hear more about their service strategies or choose a new focus area you want to gain new insight on. Either way, a breadth of expertise will be shared and you get to ask the questions you need answers to. Be sure to divide and conquer with your teammates!

#1 Challenges With Aftermarket Parts And Opportunities To Increase Revenue
Thomas Lynn, VP Parts & Service, Krone North America

#2 Necessary Elements Of Building A Service Brand
Vincent J. Canino, Global COO, Smardt

#3 Industry Focus: Aerospace And Defense Service Best Practices
Martin Jacoby, Director, Field Operations, Lockheed Martin

#4 Building An Autonomous, Motivated Service Team
Fabricio Sallette, Director, Service Operations, Sealed Air

#5 Moving From A Customer Satisfaction-Driven To A Revenue-Driven Service Model
Mary Proud, Global Client Care Coordinator, WW Sorter Support, Pitney Bowes

#6 Creating True Collaboration Among Service, Sales And Marketing For Stronger Service Value
Michael Smethy, Senior Director of Service Business Management, DX, Siemens Healthcare

#7 Building Service Synergy With International Parents And Partners
Christopher McHan, President, North America, Neusoft Medical Systems

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· Designing an effective field service program when no two customers use equipment the exact same way
· Understanding that customers don’t buy equipment; they buy outcomes
· Ensuring your field service team recognizes, supports, and interprets solutions to the customer’s desired outcome
· Measuring the effectiveness of a field service structure that supports customer outcomes

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· Defining customer satisfaction and identifying ways to increase it
· Exploring strategies to drive service revenue
· Putting in place a long-term plan for delivering customer satisfaction and increased service revenue

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Rob Jewson is himself a raving fan of Ken Blachard’s best seller Raving Fans: A Revolutionary Approach To Customer Service. He’s brought many of the book’s practices and techniques into his own operations at Satisloh and will share with you how you can build and maintain customers at your organization. You’ll learn how to move beyond satisfied customers to raving fans.

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Sit down with a speaker from this afternoon to dive deeper into their subject matter and determine how to apply their experiences to your projects.

#1 Preparing Your Service Organization For The 2019 Customer Experience
Brad Devine, Global Director of Service, Microbial Solutions, Charles River Laboratories

#2 Establishing A Successful Customer Experience When Your Customer Base Has Variable System Protocols And Outcomes
Mike Corbin, Director, Global Service, Quantachrome

#3 Revolutionizing Customer Service By Turning Customers Into “Raving Fans”
Robert Jewson, Field Service Director, Satisloh

#4 How Service Pricing Drives Service Revenue
Atul Rege, Head of Services Marketing & Global Pricing, FEI Company of USA

#5 Customer Satisfaction As A Vehicle To Drive Service Revenues
Ross Brewer, National Service Director – US Region, Belimed

#6 Do You Really Want Product Sales Reps Managing Post-Sale Issues?

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