Field Service Fall 2016 (past event)

September 12-September 14, 2016

1.888.482.6012

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

07:15 AM - 08:15 AM Breakfast In The Innovation Lounge

08:15 AM - 08:20 AM Welcome Remarks

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08:20 AM - 08:35 AM Chairperson’s Opening Remarks

John Huettel, EVP of Sales, TrackVia

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John Huettel

EVP of Sales
TrackVia

08:35 AM - 09:15 AM PANEL: The Skill Set For The Technician Of The (Near) Future

Ray Battani, VP of Service Operations, ColonialWebb Jay Reser, Regional Manager, Vivint
· 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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Ray Battani

VP of Service Operations
ColonialWebb
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Jay Reser

Regional Manager
Vivint

09:15 AM - 09:35 AM Creating True Collaboration Among Service, Sales And Marketing For Stronger Service Value

Michael Smethy, Senior Director of Service Business Management, DX, Siemens Healthcare
· 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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Michael Smethy

Senior Director of Service Business Management, DX
Siemens Healthcare

09:35 AM - 10:15 AM INTERACTIVE WORKSHOP: The Framework For Delivering Service Excellence

Tom Voirin, Director of IT Infrastructure Delivery, Program Management Office, Philips
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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Tom Voirin

Director of IT Infrastructure Delivery, Program Management Office
Philips

10:15 AM - 11:00 AM Morning Refreshment & Networking Break In The Innovation Lounge

11:00 AM - 11:20 AM Building Service Synergy With International Parents And Partners

Christopher McHan, President, North America, Neusoft Medical Systems
· Understanding cultural differences
· Ensuring a consistent level of service across your brand
· Key strategies for effective synergy with international partners

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Christopher McHan

President, North America
Neusoft Medical Systems

11:20 AM - 12:10 PM Guest Speaker: Never Split The Difference: Negotiating As If Your Life Depended On It

Christopher Voss, Former Lead FBI International Kidnapping Negotiator & CEO/Founder, Black Swan Group
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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Christopher Voss

Former Lead FBI International Kidnapping Negotiator & CEO/Founder
Black Swan Group

12:10 PM - 12:20 PM Advancing Service Action Steps Exercise

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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Fabricio Sallette

Director, Service Operations
Sealed Air
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Vincent J. Canino

Global COO
Smardt
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Mary Proud

Global Client Care Coordinator, WW Sorter Support
Pitney Bowes
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Martin Jacoby

Director, Field Operations
Lockheed Martin
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Thomas Lynn

VP Parts & Service
Krone North America
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Michael Smethy

Senior Director of Service Business Management, DX
Siemens Healthcare
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Christopher McHan

President, North America
Neusoft Medical Systems

1:20 PM - 2:20 PM Lunch & Book Signing With Chris Voss On The Sky Terrace



Track A: Next Generation Service

2:20 PM - 2:30 PM Chairperson’s Address



Track B: Driving Service Revenue

2:20 PM - 2:30 PM Chairperson’s Address



Track A: Next Generation Service

2:30 PM - 2:50 PM Preparing Your Service Organization For The 2019 Customer Experience

Brad Devine, Global Director of Service, Microbial Solutions, Charles River
· What will customer service look like in 2019?
· Explaining how the use of remote diagnostics will continue to enhance the customer experience
· Communicating with your customer more: apps and other methods of communication
· What can you do now to ensure your are ready for optimal service in 2019?

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Brad Devine

Global Director of Service, Microbial Solutions
Charles River

Track B: Driving Service Revenue

2:30 PM - 2:50 PM How Service Pricing Drives Service Revenue

Atul Rege, Sr. Global Pricing Manager, FEI Company of USA
As the leader of the global pricing function of spares parts, consumables and hourly labor rates for FEI Company’s services business, Atul will share with you service pricing strategies guaranteed to increase service revenue.

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Atul Rege

Sr. Global Pricing Manager
FEI Company of USA

Track A: Next Generation Service

2:50 PM - 2:40 PM Establishing A Successful Customer Experience When Your Customer Base Has Variable System Protocols And Outcomes

Mike Corbin, Director Global Service, Quantachrome
· 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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Mike Corbin

Director Global Service
Quantachrome

Track B: Driving Service Revenue

2:40 PM - 3:00 PM Customer Satisfaction As A Vehicle To Drive Service Revenues

Ross Brewer, National Service Director -US Region, Belimed
· 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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Ross Brewer

National Service Director -US Region
Belimed

Track A: Next Generation Service

3:00 PM - 3:20 PM Revolutionizing Customer Service By Turning Customers Into “Raving Fans”

Robert Jewson, Field Services Director, Satisloh
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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Robert Jewson

Field Services Director
Satisloh

3:20 PM - 3:30 PM 10 Minute Stretch



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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Brad Devine

Global Director of Service, Microbial Solutions
Charles River
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Robert Jewson

Field Services Director
Satisloh
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Atul Rege

Sr. Global Pricing Manager
FEI Company of USA
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Ross Brewer

National Service Director -US Region
Belimed
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Mike Corbin

Director Global Service
Quantachrome

4:00 PM - 11:59 PM Conclusion Of Field Service Fall 2016