Field Service Fall 2016 (past event)

September 12-September 14, 2016

1.888.482.6012

Speaker

David Baker
David Baker
Senior Vice President of Field Service
DirecTV
Dave Baker is senior vice president of Field Services for AT&T. Baker oversees the company’s national network of installation and service providers of the DIRECTV product line and is charged with improving the quality of the customer experience at the point of installation and service.
Baker’s career includes more than 20 years with DIRECTV and its former parent company. Between 1998 and 2005, he held several different executive positions in finance and operations with DIRECTV Latin America and DIRECTV Japan.
Previously, Baker was executive vice president and chief operating officer for On Command Corporation, where he led the integration of On Command into its new parent company, LodgeNet (since renamed SONIFI Solutions, Inc.).
As a managing director at Nightingale and Associates, LLP, Baker restructured a $350 million construction company to return it to profitability.
Baker holds a Ph.D. in mineral economics with a specialization in operations research from the Colorado School of Mines, as well as a master’s and bachelor’s degree in industrial engineering from West Virginia University. He serves on the Board of Trustees of Tusculum College, one of the nation's oldest colleges, in Greeneville, Tennessee.
He is based at AT&T’s Denver offices.
Christopher McHan
Christopher McHan
President, North America
Neusoft Medical Systems
Vincent J. Canino
Vincent J. Canino
Global COO
Smardt
James McAnally
James McAnally
VP Global Support Delivery, Engineering Resolution
Hewlett-Packard Enterprise
James “Mac” McAnally is Vice President of Global Support Delivery, Engineering Resolution (GSD ER). Mac started with HPE in 1985 and has held a number of positions in the Customer Solution Center, Field, and Support Sales organizations.

Most recently, Mac led the GSD Customer Solution Center, leading the organization through the HP separation and implementing the Workflow Transformation program.

Previously, Mac led Global Support Delivery Americas for Brazil, Canada, Mexico, MCA (Multi-Country Area) and the United States, the start-up of the Costa Rica Global Solution Center, and served as the Site Manager ensuring readiness and the successful transition of existing and new businesses into Costa Rica.

Before leading the Costa Rica operations, Mac managed the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he started and managed the Field Support Engineering team and spent two years on-site as a Major Account Support Manager for Worldspan. He has also held various positions in the Solution Center as a Project Manager, Production Engineer, and Response Center Engineer.

Mac resides in the Atlanta area with his wife.  He enjoys spending quality time with his family and friends in outdoor activities such as golfing, fishing, cycling, and motorcycling.

Curtis Hill
Curtis Hill
Vice President, Technical Services
Cisco
Curtis (Curt) Hill serves as Vice President of Cisco’s Technical Support Services’ Customer Assurance team. As the “customer’s ultimate advocate” at Cisco, his team is responsible for resolving and minimizing critical customer issues across functional and geographical boundaries. The team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to prevent future issues from occurring.

Hill began his career at Cisco in 1995 as a customer engineer supporting multi-protocol technologies. Since then, he has led teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Most recently, he led the High-Touch Technical Support Organization and Cisco’s Latin America and Japan support delivery theatres.

Hill is the executive sponsor of the Organizational Learning Working Group, part of Cisco’s Quality Experience Steering Committee (QESC). He is a member of both the QESC and the Operational Excellence Steering Committee, cross-functional leadership teams that drive an improved customer experience across Cisco. In addition, Hill is the executive sponsor for several of Cisco’s top customer accounts.
Neil Johnson
Neil Johnson
VP Technical Solutions & Support
Fujifilm North America
Neil Johnson serves as Vice President of Fujifilm's Technical Solutions & Support group within the companies Graphic Systems Division.  His team is responsible for all support including; consumables, software, color management cloud system, hardware support and consultative services.  

Neil began his career with Burroughs Corporation as a service technician.  Then has work in a number of management roles for AGFA Corporation, Fujifilm Corporation totaling 31 years of Field Service management experience ranging from local/regional support to most recently being responsible for service for all the Americas.  Experienced in; mergers; operational efficiency, development of new technologies, achievement of financial goals, etc.
Clay Rose
Clay Rose
VP Service
Getinge Group
Mitch Clarke
Mitch Clarke
EVP Field Services
Goodman Networks
Thomas Lynn
Thomas Lynn
VP Parts & Service
Krone North America
Tom Lynn spent the first 28 years of his career with Jacobsen Textron where he held positions in Manufacturing, Distribution, International Sales and as National Sales Director for the Americas. Tom left Jacobsen in 2006 and pursued his dream of building a dealership in Wisconsin that sold New Holland Agricultural Equipment, Power Sports product which included Suzuki and Kawasaki and various types of Consumer products. In 2011 Tom stepped back into the corporate environment as a Marketing Manager for CNH Industrial managing the CNH Parts & Service Aftermarket Parts and later managing six different commodity groups. He joined Krone North America as VP Parts & Service in 2015. Krone NA, Inc. is a subsidiary of Krone GmBH, located in Spelle Germany. Krone is a manufacturer of Specialty Hay and Forage equipment.
Ray Battani
Ray Battani
VP of Service Operations
ColonialWebb
Ray leads dynamic teams in 4 regional offices of one of the most respected HVAC, BAS, electrical and plumbing building solution providers/employers throughout Virginia, North/South Carolina, and Maryland. He is responsible for strategic planning for operations, business development and marketing, and leadership training development. He also provides design direction in on energy solutions and complex mechanical projects.
Bruce Breeden
Bruce Breeden
VP of Service Operations
Fairbanks Scales
Breeden has a broad array of field service engineering experience including field service management, business development, service marketing, organization development, industrial safety, fleet management, training, CRM, and call center operations.  His service industry experience includes clinical diagnostics and scientific instrumentation, irrigation system controls, banking equipment, homeland security optical readers, and industrial weighing systems.  Breeden has held positions from field service engineer to vice president of global operations with P&L responsibility of $115MM.  Breeden holds a Master’s degree in Business Management from Pepperdine University and is currently Vice President of Service Operations for Fairbanks Scales.  Breeden resides in Asheville, North Carolina.
Tim Sparks
Tim Sparks
VP Operations
ProAutomated
A graduate from Purdue University with a degree in Aeronautical Engineering and an MBA, Tim has spent eight years growing companies in the field service and lighting industries. These companies have achieved sustained, double-digit annual growth by hiring right the first time, focusing on training by the best, standardizing services and platforms, and exceeding customer expectations.
Michael Smethy
Michael Smethy
Senior Director of Service Business Management, DX
Siemens Healthcare
Responsible for developing and driving U.S. market Service revenue growth and evolve customer-focused solutions. Michael has over 20 years of experience in various leadership roles within the clinical diagnostics services area – including senior Field Service, Operations and Strategic Product Management for Siemens Laboratory Diagnostics/Point of Care businesses. 
 

Christopher Voss
Christopher Voss
Former Lead FBI International Kidnapping Negotiator & CEO/Founder
Black Swan Group
Chris Voss is CEO of the Black Swan Group and author of Never Split The Difference: Negotiating As If Your Life Depended On It. A 24 year veteran of the FBI, Chris retired as their lead international kidnapping negotiator.  His company specializes in solving business communication problems with hostage negotiation solutions. In addition to the FBI, Chris’s expertise draws from Harvard's Program on Negotiation, Scotland Yard, and The Kellogg School of Business.
His negotiation methodology 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 and his team have helped companies secure and close better deals, save money, and solve internal communication problems.

Eric Paulik
Eric Paulik
Sr. Director Global Field and Customer Service
Spectranetics
Over 25 years of Field service Management experience in the Semiconductor and Medical device industries.
Mark Lee
Mark Lee
Senior Director, Field Services Corporate
Cox Communications
Martin Jacoby
Martin Jacoby
Director, Field Operations
Lockheed Martin
Tom Voirin
Tom Voirin
Director of IT Infrastructure Delivery, Program Management Office
Philips
Tom Voirin is a senior executive in the telecommunications market with extensive experience in the Service sector spanning over 30 years. He has been responsible for the national and international deployment of communication equipment and has led global Service initiatives to implement "Best Practices" in the engineering, program/project management, field installation and provisioning of Optical Networks.

In his career he was the Sr. Director of Deployment Services at Tellabs, Vice President & General Manager of Professional Services at ADC Communications, the Director of Quality & Customer Satisfaction at Motorola and the Assistant General Manager at Mobile Data International, a subsidiary of Motorola.

His strengths lie in aligning customer expectations with service delivery capabilities to exceed revenue and profit goals.  Under his leadership he has directed companies to attain a sustainable competitive advantage by defining, developing and articulating a common framework for the company’s service strategy.  He is a leader that engages employees to fight competitive pressures with effective business tools allowing them to feel “connected” to the company. He leads process improvement in a positive collaborative manner resulting in increased profitability and customer loyalty.  Most importantly, he has mastered the art of leveraging customer feedback to create an effective change management system. 

Tom values his family and time spent with them.  He has been married to his wife, Linda, for 39 years.  Together they have 3 children, Adam, Greg and Chris. Tom is a Certified Tree Farmer and has planted over 25,000 trees at his farm in NW Illinois. Tom enjoys working outside, traveling with his family and volunteering at local non-profits and community outreach program.

Rhonda Monks
Rhonda Monks
Director North America CE Service
CNH Industrial
Rhonda is a highly respected leader with strong customer focus, able to communicate organizational strategies and priorities.  Directs cross-functional coordination within a highly-matrixed international organization to achieve high levels of customer satisfaction.  Advanced progressively through the organization from entry-level clerical roles to director-level management by exhibiting excellent vision and leadership skills.  As Service Director, handled the partnership with Washburn Tech, The Victor L. Phillips Company, and Case Construction to launch the first Case Construction sponsored AED certified technical degree in North America.
Patrick Dell
Patrick Dell
Regional Director Service, Southeast North America, Latin America and Carib
Varian Medical Systems
Regional Director of Service for the Southeast United States and Northern Latin America (to include the Caribbean).  I currently lead a team of 9 District Managers who lead a combined team of 110 Field Service Engineers. During the last 4 years, my organization has led North America in Customer Service and Operational Excellence.  I developed a strong program for developing leaders within my organization.  Of the 9 Managers, 7 of the managers were trained from our ranks of field engineers within the last 6 years. During the past year, my region received a NPS score of 63% (leading the Americas).  I am currently leading a team to define and develop new roles that have a greater impact on our customers and provide an opportunity for advancement for our field engineers.
Claude Lachapelle
Claude Lachapelle
General Manager, MRO Engineering
Pratt & Whitney Canada
Currently General manager for Maintenance Repair and Overhaul Services at Pratt & Whitney Canada.  Responsible for P&WC Portal(including publication and prognostic services) and engineering staff that provides services to the overehaul facilities maintaining P&WC turbine engines.

Has accumulated over 30 years of aerospace experience at P&WC ranging from Engineering to Customer Service while exploring Marketing for a while.

Has a passion for transformation to better serve the customers.

Atul Rege
Atul Rege
Sr. Global Pricing Manager
FEI Company of USA
Atul has been associated with high-tech products companies’ after-sales customer service support function for more than two and half decades.  He started his career as a Field service engineer, and has held various positions in field service management. Atul now leads the Global pricing function of spares parts, consumables and hourly labor rates for FEI Company’s services business.
At FEI Atul has handled field service operations in South East Asia and pioneered value-based pricing and services selling. Currently, he’s leading Global Time and Material policies and pricing.
Prior to FEI, Atul was with Toshiba Medical Systems in India, from 1994-2000 where he was the regional manager managing P/L for Sales and Service Operations for Western India. In that role he developed innovative service agreements for different markets that drove the regional service revenue higher.
Atul holds a bachelor in Electronics & Telecommunication Engineering, a diploma in Sales and Marketing Management and an MBA.

Donald Stephens
Donald Stephens
Senior Customer Service Engineer
Xerox
Donald B. Stephens is a Senior Customer Service Engineer with the Xerox Corporation. He has worked as a field technician for over 30 years. He is also an author and freelance writer who shares his field service knowledge and experience on fieldservice.com, simprogroup.com and coresystems.net.
Charles Hughes
Charles Hughes
Director Field Services
Walgreen Co
Charles Hughes, Director of Field Services for Walgreens, leads a team of field service technicians to support the technology and services at more than 8,600 locations.  He is responsible for driving continuous improvement in service delivery and creating value for Walgreens.  Under his leadership, his team is transforming the Walgreens support model, including adding more services for maintenance, installation and repair.  He is a strong advocate for using financials, metrics and leveraging technology to help manage the business.  He sees these as critical tools in creating a culture where field technicians can thrive and enjoy sustainable success.  He has developed a strong reputation for driving down costs and raising service levels. 
Charles has also served in the positions of Network Operations Center Director, Field Services Manager, Service Delivery Manager and Field Services Supervisor.  His previous employers include Intrado, Acuative, Level 3 and WilTel.  Prior to entering the civilian world, Charles served 12 years in the US Army in the Field Artillery and Signal Corp. where he earned the rank of First Sergeant.  He holds a Bachelors and an MBA with a focus on transformational leadership.
When not engaged in work or family obligations, Charles works to improve his culinary skills and developing the perfect outdoor cooking experience and menu.

Frank Steinocher
Frank Steinocher
CIO
Shumate Mechanical
Frank Steinocher is the CIO of Shumate Mechanical, a family owned HVAC and Plumbing service provider in Atlanta.
Shumate provides services for both the Residential and Commercial markets through the southeast. Although both departments have HVAC in common, they both have some major differences when it comes to field service and construction.
Frank joined Shumate Mechanical in 1989 working with the management team to computerize and streamline operations.
Frank began his career working as a COBOL programmer for Apex Supply, a wholesale distributer.  Later he worked with a VAR installing Transportation and HVAC solutions to clients on the east coast.
Today, he leads a team of internal and external contractors to provide IoS solutions for Shumate’s business and field operations.
Some of the major milestones have been Integrating Microsoft Dynamics, key2act field service and Altec document repository with a mobile solution for field operations and construction site job cost along with a number of bolt-on specific application modules.
– New technology which was once an annual occurrence is now an every other month event.  Knowing when to add the ‘tool’ to your toolbox is the difference of success of failure.
Frank is an avid runner and has competed in a number of marathons including the Boston Marathon.

Wesley Clements
Wesley Clements
Service and Aftermarket Operations Director
Goss International Americas Inc
Lead team responsible for managing installation and start-up of large web offset printing equipment in the Americas. Team provides 24/7 support of installed base and manages daily and indeed evolving challenges with timely export of parts and tooling
Fabricio Sallette
Fabricio Sallette
Director, Service Operations
Sealed Air
Gregory Ratcliff
Gregory Ratcliff
Global Director, Lifecycle Management Services
Emerson Network Power
Greg Ratcliff bring with him more than 15 years of experience with critical systems analysis and management.  In his current role, Ratcliff leads a group that focuses on increasing the value of Liebert Services’ offerings and bringing usable data to customers via Reporting Systems, Big Data Analysis and Internet of Things (IOT) technologies. 

Prior to joining Liebert Services, Ratcliff led the global monitoring group product management and marketing efforts at Liebert North America.  He has several patents in IOT and power management and has published many articles and white papers.

Ratcliff has undergraduate degrees in applied mathematics and information systems, and has a master’s degree in business administration.

Brad Devine
Brad Devine
Global Director of Service, Microbial Solutions
Charles River
Brad directs the development and consolidation of the Charles River Laboratories Microbial Solutions Instrument Service Support Organization, with direct oversight for the Americas and European service operations, along with responsibilities for service training and operational support for Microbial Solutions partners and distributors globally. Prior to this he led national remote service support teams and field service engineering programs at Philips HealthTech, implemented a successful service strategy to develop a nationwide service organization for HealthTronics Surgical Service Inc. Over the past 16 years, Brad has led teams of field service engineers, developed business plans and financial forecasts for new products & services and implemented a national field service department for FDA Class II & Class III medical devices.
Ramamohan Pai
Ramamohan Pai
Global Service Supply Chain Manager
BD Life Sciences
Ramamohan Pai (Ram Pai) works as Worldwide Service Supply Chain Manager for Becton, Dickinson & Co (BD).  in Maryland. His Global career of over 25 years spans Sourcing, Sig Sigma Quality Initiative, Service Parts Planning and Fulfillment, Warehousing, Logistics and Inventory Management with Robert Bosch GmbH, Tyco Electronics, GE Healthcare and BD. His focus has been Healthcare, Automotive and Electronic Component Sectors.
Ram uses Lean and Six Sigma Techniques to find creative business solutions. The outcomes include reduction in inventory & material cost, improvement in fulfillment rates, reduction in obsolescence and solutions to other issues that commonly plague a Service Parts Supply Chain operation.
Ram is a Mechanical Engineer with Graduate Diploma in Materials Management and a Certified Six Sigma Black Belt.

Charles Byrd
Charles Byrd
Director Implementation Support
Roche Diagnostics
Charlie Byrd is the Director of Implementation Support at Roche Diagnostics.  He joined the company in 1990 and has held various technical and managerial positions with increasing responsibility in the Support Department. 

Charlie is from England where he earned a Bachelor's Degree in Electrical and Electronic Engineering before moving to the US.  He also has also earned an MBA from Indiana Wesleyan University.

Prior to joining Roche Charlie worked for another Diagnostic manufacturer where he gained his passion for the Diagnostic Testing Industry and how it has such an impact on patient lives every day

Charlie lives near Indianapolis and is keen photographer who loves to travel.

Ross Brewer
Ross Brewer
National Service Director -US Region
Belimed
Ross Brewer is the National Director of Service for Belimed, Inc.’s US Region, responsible for providing service and maintenance for Belimed’s sterile processing equipment in hospitals across the United States.  During his career Ross has held many leadership positions such as National Director of Technical Services and Support for Becton Dickinson’s Diagnostic’s division, Executive Director of Rental Order Management and IT, Manager of  Technical Support departments, Field Service Regional Director of Hill-Rom’s San Francisco and Atlanta field offices and Director of Nurse Call and Communications Systems Installation and Service for the Hill-Rom Company.  Ross attended University of Phoenix where he graduated with a Master’s degree in Business Management.  Ross and his wife Darlene currently reside in Charleston, South Carolina.
Robert Jewson
Robert Jewson
Field Services Director
Satisloh
Rob Jewson is the Director of Service for the Sputter Group at Satisloh North America.  Over the past 5 years he has grown the service organization from 2 field service technicians to 30 field service technicians and an additional 6 support staff.  This field service group handles key accounts all across North America. 
Mike Corbin
Mike Corbin
Director Global Service
Quantachrome
Michael has spent over 35 years in the Field Service Arena, having migrated from customer to Field Service Engineer to Field Service Executive.  His skills and experience were developed within the Healthcare space spanning 32 years with Beckman Coulter and more recently 3 years with Aramark Healthcare Technologies.  Over that time period, Michael was responsible for every aspect of support within Field Service, utilizing state of the art technologies to manage a workforce of over 1100 employees.  His experience includes a wide range of product complexities across US and International geographies.  Over his career he has developed a collaborative leadership style focused on change acceptance, improved results, lower costs and energized teams.  His ability to  recognize customer requirements and develop customer relationships based on credibility, confidence and outcomes is what has led him to his current role.  As the new Director of Global Service for Quantachrome Instruments, he is tasked with developing a worldwide service platform focused on corporate growth.  Quantachrome Instruments is a privately held global leader in material characterization instrumentation focused on the analysis of porous materials and powders. 
Tom Belisle
Tom Belisle
Sr. Manager, Service Marketing
Siemens Healthcare
Tom Belisle made the transition from hospital based clinical professional to healthcare business professional when joining Siemens in 1984.  First  career at Siemens was in medical imagining equipment Sales followed by Sales Training Management .  In 1999 Tom transitioned from product sales management over to Service Sales/Marketing.  Coincidently this career change from sales>service was at a time when the roles and expectations of service revenue/profits became a major economic factor behind Siemens overall business success.  Today Tom is Service Marketing Manager for Laboratory Diagnostic division of Siemens Healthineers. 
Brijesh Mannattuparampil
Brijesh Mannattuparampil
In Vitro Product Manager
Siemens Healthcare
Brijesh Mannattuparampil started his career with Siemens in 2006 as a Field Service Engineer for the Laboratory Diagnostics division of Siemens Healthcare in Tampa FL.  He spent 6 years as an engineer learning the technical business as well as gaining an understanding of healthcare customer needs and perspective. He moved into a regional manager role in 2013 and his territory included the unique South Florida market.   Using his knowledge of the customer perspective and collaborating with the local sales team; Brijesh helped drive business in the region throughout his 3 year tenure as service Manager.   In 2015, he accepted the position of Product Manager for the Siemens In-Vitro business where he is responsible for driving service revenue and business development measures to increase profitability within the service organization.  
Michele Autry
Michele Autry
Manager, Service Operations and Administration, Americas
Getinge Group
Michele Autry is a challenge-driven people manager who knows the significance of data and analytics to fully understand the numbers behind the work.  Michele has extensive knowledge in operational analytics and focuses on improving existing operations in service and rental organizations.  Through event correlation and other techniques, Michele successfully predicts business outcomes, allowing for impactful modifications which significantly improve performance and success.  


Robert Willard
Robert Willard
Senior Manager of Global Service Accounts and CXM Practice
Coherent
Robert (Bob) Willard is the Senior Manager of Global Service Accounts and CXM Practice at Coherent, Inc., a Leader in the Photonics Industry.  His 25 years of experience in both laser sales and service provide a unique view of the challenges companies’ encounter identifying customer service needs and expectations. As a US Army veteran, he is a proven leader who challenges individuals, teams, and departments to work together and meet, and when possible, exceed our customers’ expectations.
Mary Proud
Mary Proud
Global Client Care Coordinator, WW Sorter Support
Pitney Bowes
Mary Proud is the Coordinator for Worldwide Sorter Support, Presort Services and Intellijet Printing at Pitney Bowes Inc. In this role, she is responsible for administrative, procurement and site support.  Mary also supports these teams in consistently achieving high levels of client satisfaction, inventory controls and specialized projects. Mary is a champion for both internal and external client satisfaction.  She joined Pitney Bowes in 1985 and has held various positions in Customer Service including; Installation and Customer Training Representative, Production Mail Coordinator and Customer Service Manager. Mary holds a B.A degree from Holy Family University in Pennsylvania.
Cindy Elliott
Cindy Elliott
Senior Industry Fellow
Aston Business School
As a recognized Servitization and Technology Strategist, Cindy has the opportunity to study, discuss and influence the evolution of business transformations underway within leading manufacturers worldwide. This transformation, often referred to as Servitization, is a highly complex, multi-year endeavor that manufacturers undergo to transition from being production-centric to being outcomes-based and customer-centric.  Cindy’s experience spans more than fifteen years working with global manufacturers and enterprise class technology companies, including seven years at PTC as Senior Director, Market Strategy and Development to launch and grow the Connected Service business segment.   Developing strategic market positioning and roadmaps, advanced services buyer personas, and effective go-to-market programs have been essential aspects of my responsibilities.   A core area of her expertise is the use of technology, including Internet of Things (IoT), to enable a rapid and successful business transformations.

Roger Barranco
Roger Barranco
Senior Director, Global Security Operations
Akamai
Mr. Barranco has extensive experience running technical and operational departments globally servicing tier-one customers in mission critical environments.
Before joining Akamai, Roger was the CTO and Vice President of Operations for Host.net and ran his own company, Computer Processing Technologies, an electronic medical claim processing service.
Roger also holds a patent for disparate cloud access methodologies.

Robert Redrow
Robert Redrow
Executive Director
Starr & Associates
Bob Redrow of Starr and Associates is a goal-oriented leader with vision, know-how and confidence. He transforms groups into cooperative, supportive, and successful teams generating innovative solutions to the most demanding problems. As Executive Director for S&A, he focuses upon leading teams to improve quality, operational efficiency and the bottom line. His consulting career has presented him with opportunities to apply his skills and knowledge in telecommunications, energy generation and distribution, and industrial materials processing.

Prior to joining S&A five years ago, Bob held several positions with Sony’s manufacturing and distribution divisions as Quality Director for the Americas, Manager of Continual Improvement, Process Engineering Manager, plus many other roles.

Bob is certified by Air Academy Associates as a Six Sigma Black Belt. He has a BS from Rowan University and an MBA from Georgia Tech.
Gary Brooks
Gary Brooks
Chief Marketing Officer
Syncron
As Chief Marketing Officer of Syncron, Mr. Brooks is responsible for global marketing where his primarily focused on helping leading companies around the world efficiently and effectively improve their aftermarket service operations.

With 20 years of marketing experience, Mr. Brooks is a revenue focused B2B marketing executive who believes in qualitative work with quantitative results to deliver breakthrough revenue performance.

Mr. Brooks was formerly EVP of Global Marketing and Alliances at Servigistics where he was instrumental in accelerating the company’s growth and securing  the Service Lifecycle Management (SLM) market leader position before the company was sold to Marlin Equity Partners.
Mr. Brooks has also served in executive leadership roles at Ariba, Tradex, KnowledgeStorm, Bomgar Corporation, Cortera and Urjanet.

Mr. Brooks holds a BS from Northeastern University and a MS, Management from Lesley University.
Mike Fuller
Mike Fuller
Enterprise Sales Manager East Coast
coresystems
Beginning his career at an engineer, Mike has always enjoyed solving problems and putting order to chaos. On the North American team with Coresystems, Mike has been involved in field service technology solutions since 2004 and has enjoyed seeing the changes in that have occurred in many field service organizations in process and technology and has been fascinated by the rise of the field service technician from a necessary part of warranty and contract management to a true strategic asset. Along with understanding the objectives and challenges in transformation of each service operation he helps, Mike also enjoys getting to know the different businesses and fascinating professionals he speaks with every day.
Scott Sobera
Scott Sobera
VP of Sales
Help Lightning
Anne-Fleur Andrle
Anne-Fleur Andrle
CEO, AMA XPERTEYE
AMA Vuzix
Since 2015, Anne-Fleur holds the position of Director at AMA XPERTEYE, the US-based subsidiary of AMA, a French company specializing in wearables applications for smartglasses. French born, Anne-Fleur graduated from UTC (Université de Technologie de Compiègne, France) with a concentration in biomechanics and biomaterials engineering. Later on, she pursued her studies at the State University of New York in Buffalo where she worked on cardiac regeneration, and biomedical engineering. For several years, in France, she hosted a radio show « Les Echos de l’Innovation » aiming to publicize science to the greater public and debate about the latest innovations, creating a communication channel for experts from various horizons (from academics to Nobel Prize recipients) in order to share and discuss with the audience. Anne-Fleur worked in research and development in the field of regenerative medicine successively with L’Oreal and INSERM (only French public research body entirely dedicated to human health), before joining the medical imaging world with Olea Medical in Boston, where she worked as a research and applications engineer on stroke, brain, breast and abdominal tumor imaging.
Eric Paulik
Eric Paulik
Sr. Director Global Field and Customer Service
Spectranetics
Martin Knook
Martin Knook
CEO
Tensing
Martin Knook, CEO of Tensing, has over 15 years of experience as an IT executive & entrepreneur, and focuses on building technology teams to make the difference for customers throughout the world. At Tensing, he is leading his team into the mobile age, enabling customers to optimize field operations with the Tensing products; configurable workflows – configurable data sets for several industries, such as Utilities, Emergency Response, Telecom, and Field Service.
 
Leading this team, says Martin Knook, “Is all about bringing talented people together strengthen their knowledge and resolve problems into IT solutions. My strength is to find the balance between these complexities and finding the right balance to build a business. That’s what motivates me.”
 
Before joining Tensing, Martin was CEO and founding partner of SecondFloor, an international company that delivers successful solutions for risk, finance, compliance and enterprise transformation projects, using modeling, analytics, reporting, and decision support / business architecture analysis (www.secondfloor.com).
 
Prior to that, Martin Knook was founding partner and Director of several other IT companies, including HGH (www.hgh.nl).
Jereme Pitts
Jereme Pitts
Chief Operating Officer
Librestream Technologies
Jereme is a graduate of the Executive Program at the Anderson School of Business of the University of California, Los Angeles. He joined Librestream as Chief Operating Officer in 2013 to lead the company's business development initiatives.

He brings a proven track record in leadership and deep experience in the video technology market as well as enterprise solutions. In 1999, Jereme co-founded Accordent Technologies Inc., a leading provider of video content management and delivery solutions, where he served as its Senior Vice President of Sales and Marketing. In this role, Jereme aggressively grew sales which ultimately resulted in the sale of the business in 2011 to Polycom Inc., a global leading unified communications company. While with Polycom, Jereme successfully integrated the business and achieved 100% growth in revenue year over year.

Jereme has been named to the Infocomm 100 leader list two times and is often is asked to lecture on technology, business and leadership.

Robert Lacey
Robert Lacey
Director, Business Development, IoT – Emerging Markets
KORE
Robert Lacey is the Director of Business Development, IoT, Emerging Markets, for KORE Telematics where he currently oversees KORE’s Managed Tablet offering. Robert is a seasoned sales professional with more than 20 years in wireless technology sales and strategic marketing. Robert has a dynamic blend of hardware, software, and services. His previous experience includes Nextel Communications, AT&T and Samsung Electronics. Robert is a graduate of the University of Georgia where he earned a Bachelor’s degree in Political Science. Robert resides in Atlanta, GA with his wife Natalie and their two children, Brady and Mary Frances. He enjoys golf, running, and family activities.
John Huettel
John Huettel
EVP of Sales
TrackVia
John brings more than 20 years of enterprise software experience at leading technology companies. Prior to TrackVia, John was SVP Sales at PowerPlan Inc., an enterprise software company that was acquired by Thoma Bravo. John has lead successful teams at Predictix, JDA Software, and Profitlogic, who was acquired by Oracle. John earned a B.S. degreen in Electrical Engineering/Computer Science from Duke University and an MBA in Finance from the University of Maryland.
Debra Hays
Director, Implementation and Services
Emergency CallWorks
Robert Horton
Robert Horton
Director Southern Operations, US
ABB Inc.
Bob Horton is Director of Field Service Operations for ABB’s Process Automation Division.  He has over 20 years of experience in Field Service and Engineering Consulting in such areas as industrial automation, environmental science, energy conservation, and chemical engineering.  He is currently responsible for customer satisfaction and profitable delivery of over $50 million annually in field service business.  His customers include many household names of chemical, petrochemical and consumer products companies that require 24/7 responses to production emergencies.  He is tasked with meeting the demands of an ever-changing marketplace with new processes, technologies, and competitive challenges.  Bob attended undergraduate school at North Carolina State University and received a PhD in Chemical Engineering from the University of Texas at Austin.
Lance Anderson
Lance Anderson
VP Enterprise Sales
Vuzix Corporation
Brant Carter
Brant Carter
Market Strategy
Trimble
With a vast experience in software innovation including product management and marketing roles at Trimble, Brant Carter joined the Trimble Field Service Management group in 2016.  His market-driven strategy and passion for the field service industry has ensured Trimble customers, some of the world’s best-known brands, are delivering field service excellence through end-to-end solutions that allow them to manage, schedule, mobilize and monitor their workers and assets.
Alvaro Pombo
Alvaro Pombo
CEO
ProntoForms
Alvaro Pombo brings 28 years of leadership and telecommunications experience to ProntoForms. As CEO and Founder, he plays a fundamental role in financing, driving strategy and is active in research and development, product strategy, and business development.

Prior to founding ProntoForms, Pombo was CIO and Vice President of Global Information Technology for the Carrier Internetworking Division of Alcatel Lucent. He joined the company via its acquisition of Newbridge Networks (Feb 2000; $7.1B). Pombo had been CIO, Vice President of eCommerce, Director of Electronic Marketing, and Latin American Sales with Newbridge. Under his leadership, the company's e-business organization gained recognition as one of the highlights of the acquisition and helped establish a service-oriented IT model for the company.

Pombo has served as consultant to Palm and other technology leaders, and continues to help nurture entrepreneurs and innovation. Pombo holds several Patents and was a winner of the Ottawa Business Journal's 40 Under 40 in 2000. He holds a BS in Computer Engineering from Universidad de los Andes in Bogota, Colombia. Additionally, he holds an MBA from the University of Ottawa and an executive degree from Georgetown University.
Karl Hohmann
Karl Hohmann
Vice President of Sales - Utilities
Verisae
Karl Hohmann has over 20 years in sales and channel development with enterprise technology solutions. For the last 10 years, Karl has worked with CEOs and field service executives to improve efficiency in their service operations and delivery strategy.
Prior to joining Verisae, Karl held various sales and channel management positions at ClickSoftware and Diabsolut. Most recently, Karl was the Vice President of Global Sales at ServicePower, focused on increasing successes in both direct sales and via a partner network.
At Verisae, Karl leverages his experience in the workforce management field, helping utility companies that can benefit from Verisae solutions to address their business needs.

Tom Benton
Tom Benton
CRO
Work Market
Tom Benton is a seasoned enterprise executive with more than 20 years of software sales experience. Tom has a proven track record of optimizing high performance sales organizations to drive top-line growth. Prior to Work Market, Benton served as Global Vice President of Sales and Business Development at Salesforce.com, where he led the growth strategy for the Enterprise Business Unit and held global revenue responsibility for the HR and Employee Engagement Offering and the launch of Analytics Cloud.

Previously, he worked for Oracle, holding the positions of vice president of Sales, Strategic Growth Markets; vice president of Sales, North America Technology Organization; and senior director of Platform Solutions and Database Appliance.

Jim Hare
Jim Hare
Sr. Global Sales Director for Field Services
Microsoft
Jim Hare has over 35 years’ experience in the high tech industry. He started his career as a data center manager, moved into sales and sales management. Holding Sr executive positions at Concord (IPO), Orchestream (IPO), SilverBack (acquired by Dell) and most recently Sr VP of Sales and Marketing of FieldOne, acquired by Microsoft. 
Jim has won numerous industry awards, including 2011 Channel Chief by CRN, Top 100 Channel Executive for 2011 by CRN, VAR Business's top 50 Channel Execs in 2006 and CRN's top 100 Channel Execs in 2007. He was won the VAR Business Five Star award five times and is a recognized thought leader in Field Service Management (FSM), Software as a Service (SaaS) and cloud computing.
The last 5 years have been spent in the rapidly expanding field service management and IoT space. He is a frequent speaker at industry events, an active educator on sales and sales processes and is now helping to drive the global expansion of Microsoft Dynamics Field Service solutions.

Jay Reser
Regional Manager
Vivint
Michael Prichard
Michael Prichard
Founder & CTO
WillowTree
Nate Wootten
Nate Wootten
Senior UX Strategist
WillowTree
Albert Thomas
Executive Director
Starr & Associates