Field Service Fall 2016 (past event)

September 12-September 14, 2016

1.888.482.6012

Disruptive Service Technologies Focus Day

For All Attendees

08:00 AM - 09:00 AM Registration & Breakfast



Invitation Only

08:00 AM - 09:00 AM Women In Service Breakfast

Cindy Elliott, Senior Industry Fellow, Aston Business School
Women service leaders have a chance to network and make connections with other women right from the get-go. Learn how women executives made their way up the corporate ladder and moved into their role. Be inspired to create the career you want, form mentor/mentee relationships, and celebrate the successes of fellow women in service. Make new friends to encourage a productive conference experience over the next three days.

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Cindy Elliott

Senior Industry Fellow
Aston Business School

09:00 AM - 09:05 AM Welcome Remarks

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09:05 AM - 09:15 AM Break The Ice!

You know that awkward moment when you make eye contact with the person sitting opposite you, say a polite hello, then never speak again? Well, this does NOT happen at Field Service. We know you need quality connections in order to further your business goals, so we’ll set you up for success.

In this quick ice breaker, you’ll learn your new friends’ names and common goals, then be miles closer to achieving them with the new network you are building.

09:15 AM - 09:30 AM Chairperson’s Opening Remarks

Karl Hohmann, Vice President of Sales - Utilities, Verisae


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Karl Hohmann

Vice President of Sales - Utilities
Verisae

09:30 AM - 09:50 AM Service & Support Technology Investments: Success Comes Down To Making Good Decisions

Neil Johnson, VP Technical Solutions & Support, Fujifilm North America
· Looking at the scope and scale of your business to decide which service tools are worth investing in
· Understanding the needs of your customers to advance your service strategy
· Keeping your sight on function and financial performance rather than getting sidetracked by a shiny new technology
· Determining where and when it pays to invest in service technologies

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Neil Johnson

VP Technical Solutions & Support
Fujifilm North America

09:50 AM - 10:15 AM Driving ROI in the Field: How a Great UX Strategy Can Transform Employee Effectiveness

Michael Prichard, Founder & CTO, WillowTree Nate Wootten, Senior UX Strategist, WillowTree
Field Services 1.0 was a series of applications released to the field that automated paper-based processes. While that is helpful, the real break-through in ROI is transforming the way field service teams run their entire business processes. By looking at the core activities from the ground up, both from the employee and customer standpoint, breakthroughs can be achieved, such as reducing a company's average order time from 16 minutes to under 4 minutes. Come join Tobias Dengel, CEO of WillowTree, to see industry leading tactics to transform field effectiveness.
  • Hear how Field Service 2.0 will transform field service effectiveness by reinventing entire business processes via mobility.
  • Find out why the key is a complete user experience strategy that takes a deep dive into the needs of both customers and employees.
  • Learn industry leading tactics on how to create a deep user experience strategy.


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Michael Prichard

Founder & CTO
WillowTree
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Nate Wootten

Senior UX Strategist
WillowTree
· How to be perceived as an innovative, top-notch service organization
· Understanding customers’ changing expectations in order to meet them
· What technology needs to be embraced in order to move into the next generation of service?
· Establishing more personalized customer service beyond break/fix
· Laying the foundation for next-generationservice

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David Baker

Senior Vice President of Field Service
DirecTV
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Alvaro Pombo

CEO
ProntoForms
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Atul Rege

Sr. Global Pricing Manager
FEI Company of USA
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Jereme Pitts

Chief Operating Officer
Librestream Technologies

10:55 AM - 11:25 AM Morning Refreshment & Networking Break



Technology continues to change the way you provide exceptional service and drive revenue and efficiency. During these Task Forces, you choose the technology your company can gain the greatest advantage by leveraging or advancing to the next level. Working with 15 - 20 of your peers, you’ll record 5 concrete strategies you can begin implementing immediately in your service organization. Get ready to disrupt business as usual and see major results in 2017!

1. Responding To Changing Customer Needs To Provide Better Support
Michele Autry, Manager, Service Operations and Administration, Americas, Getinge Group
2. Capturing Value From IoT
Cindy Elliott, Senior Industry Fellow, Aston Business School
Robert Horton, Director, Southern Operations, US, ABB Inc.
3. Overcoming Import And Export Challenges With Repair And Replacement Parts
Wesley Clements, Service & Aftermarket Operations Director, Goss International
4. When Status Quo Becomes The Enemy Of Change – Don’t Let Your Creative Ideas Be Sunk By Process Police
Tom Belisle, Sr. Manager, Service Marketing, Siemens Healthcare
Brijesh Mannattuparampil, In Vitro Product Manager, Siemens Healthcare

Does your organization offer solutions to support one of these disruptive service technologies? Would you benefit from engaging with attendees specifically interested in carrying out the services you offer? Then find out how you can facilitate one of these task forces, contact sponsorship manager Evan Speight at evan.speight@wbresearch.com or 646.200.7828.

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Robert Horton

Director Southern Operations, US
ABB Inc.
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Michele Autry

Manager, Service Operations and Administration, Americas
Getinge Group
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Brijesh Mannattuparampil

In Vitro Product Manager
Siemens Healthcare
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Tom Belisle

Sr. Manager, Service Marketing
Siemens Healthcare
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Wesley Clements

Service and Aftermarket Operations Director
Goss International Americas Inc
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Cindy Elliott

Senior Industry Fellow
Aston Business School

12:25 PM - 12:45 PM Task Forces Report Back

All Task Force facilitators will share with the entire audience the 5 specific strategies for advancing the use of disruptive technologies that they uncovered in their discussions. A version of pure, concrete Field Service Fall gold nuggets.

Today’s dynamic business environment calls for organizations to adopt massive change more frequently than at any other point in history. The reality is that businesses are generally organized to execute the core functions that makes them successful in their particular market. They are not organized to constantly and effectively manage the change required to remain competitive in the ever-shifting markets of the technology age. In particular, when the change entails significant new technology adoption or a major strategic paradigm shift, organizations can be overwhelmed by the mechanics of making such a pivot. It is beyond reasonable to ask any organization to be able to allocate the resources necessary to execute transformative change all while staying competitive in their space.

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Mark Lee

Senior Director, Field Services Corporate
Cox Communications
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Robert Redrow

Executive Director
Starr & Associates

1:05 PM - 2:05 PM Lunch In The Sky Terrace



· Driving unmatched levels of service and increasing loyalty across your customer base
· Increasing operational efficiencies through more effective field service deployments and an increase in first call resolution
· Unlocking new revenue streams by providing innovative services to your customers

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Gregory Ratcliff

Global Director, Lifecycle Management Services
Emerson Network Power
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Claude Lachapelle

General Manager, MRO Engineering
Pratt & Whitney Canada
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Robert Lacey

Director, Business Development, IoT – Emerging Markets
KORE

Service Model Creative Board Rooms

2:05 PM - 2:45 PM Dealer/Distributor Model

Rhonda Monks, Director North America CE Service, CNH Industrial
A facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

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Rhonda Monks

Director North America CE Service
CNH Industrial

General Session

2:45 PM - 2:50 PM Establishing The Role Of People And Technology In Today’s Service Organization

Charles Hughes, Director Field Services, Walgreen Co
· What happens if you put more thought and effort into technology than you do people
· Finding the ideal balance between use of the right people and right technology
· If you don’t have great leaders, you won’t take full advantage of great tools
· How to train your leadership to embrace tools and people most effectively

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Charles Hughes

Director Field Services
Walgreen Co

Service Model Creative Board Rooms

2:45 PM - 2:50 PM Dealer/Distributor Model

Rhonda Monks, Director North America CE Service, CNH Industrial
A facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

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Rhonda Monks

Director North America CE Service
CNH Industrial

Service Model Creative Board Rooms

2:50 PM - 3:05 PM Large Service Fleets

David Baker, Senior Vice President of Field Service, DirecTV
A facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

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David Baker

Senior Vice President of Field Service
DirecTV

General Session

3:05 PM - 3:25 PM Enhancing The Use Of Handheld Devices To Increase Technician Efficiency

Mitch Clarke, EVP Field Services, Goodman Networks
· Assessing whether you are using handhelds to their full potential
· Putting GPS on both your technicians’ trucks and handheld devices
· Analyzing technician output with the GPS data collected
· Altering processes and procedures to put more efficiency into place

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Mitch Clarke

EVP Field Services
Goodman Networks

General Session

3:25 PM - 3:45 PM Putting Resources At Their Fingertips: Building The Best App For Your Service Technicians

Frank Steinocher, CIO, Shumate Mechanical
· Determining what information needs to be available for technicians on every call
· Capturing the history of machines so a technician doesn’t go in blind
· Creating resources to support install, service calls, and training
· Deciding which CRM or technology platform can best support your efforts

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Frank Steinocher

CIO
Shumate Mechanical

3:45 PM - 4:30 PM Afternoon Refreshment & Networking Break



Service Model Creative Board Rooms

4:30 PM - 5:00 PM Outsourced/3rd Party Service Model

Eric Paulik, Sr. Director Global Field and Customer Service, Spectranetics
A facilitated strategy and best practice discussion around the nuances of different service models. 20 participants sign up on a first come first served basis.

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Eric Paulik

Sr. Director Global Field and Customer Service
Spectranetics
Did a presentation from earlier in the day spark your interest? Of course! Now you get to sit down with that speaker and 10 – 15 other attendees to dive deeper into the content, ask questions, and share your own experiences that relate to the topic.

#1 Aligning Service And Support Technology Investments With The Needs Of Your Business

Neil Johnson, VP Technical Solutions & Support, Fujifilm North America

#2 Establishing The Role Of People And Technology In Today’s Service Organization

Charles Hughes, Director, Field Services, Walgreens

#3 Enhancing The Use Of Handheld Devices To Increase
Technician Efficiency
Mitch Clarke, EVP Field Services, Goodman Networks

#4 Putting Resources At Their Fingertips: Building The Best App
For Your Service Technicians
Frank Steinocher, CIO, Shumate Mechanical



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Charles Hughes

Director Field Services
Walgreen Co
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Neil Johnson

VP Technical Solutions & Support
Fujifilm North America
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Mitch Clarke

EVP Field Services
Goodman Networks
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Frank Steinocher

CIO
Shumate Mechanical

5:00 PM - 5:30 PM Welcome Sunshine Happy Hour

You’ve spent a full day at Field Service Fall gathering strategies to bring innovation and effectiveness to your service organization. Now relax and unwind with new friends, long-time colleagues, food, drinks, and fun.

5:30 PM - 11:59 PM Conclusion Of Day One