Field Service

September 25 - 27, 2017

Omni Amelia Island Plantation Resort, Florida


2017 Speakers

Michael Assunto
 Michael Assunto 
VP of Service 
Mike Assunto is the Vice President of Service and Operations at Flo-Tech LLC, a Managed Print Services provider based in Middletown, CT with nationwide service and support coverage. Prior to joining Flo-Tech, Mike held key management positions at Northern Business Systems, as Director of Service and IKON Office Solutions as Marketplace Director of Service for New York City. Since joining Flo-Tech, he has expanded Flo-Tech’s service organization of experienced technicians to maintain consistently high levels of customer satisfaction. Mike is committed to technical excellence and the professional development of his service team, implementing extensive certification processes and training curriculums along with a career development and recognition program. Mike has also implemented key technologies to support technicians in the field, including FieldAccess’s FieldConnect mobile application as well as Flo-Tech’s Service intranet portal.
 Jeffrey Babe 
Senior Director, Americas Advanced & Field Services 
 Bill Belleville 
Director, E Business Solutions 
JLG Industries
Bill has over 25 years of global experience in the Field Service and Aftermarket Services industries.  Bill currently works for JLG Industries, a division of Oshkosh Corporation.  Oshkosh, which is celebrating its 100 year anniversary in 2017, is a world leader in designing, manufacturing and servicing a broad range of access equipment, commercial, fire & emergency, military and specialty vehicles. JLG is the world’s leading designer and manufacturer of access equipment, including aerial work platforms, scissor lifts and telehandlers.

As JLG’s IT Director, Customer Sales & Service, Bill leads the team responsible for support of all the JLG global customer facing functions including Sales, Marketing, E-Business and Aftermarket Services, including Parts Distribution and Field Service. This includes operations in North America, South America, Europe, Singapore, China and Australia. 

Bill and his team are in the process of implementing a new field service and support solution for all the company’s North American service centers.  This initiative extends the use of a field service solution which has been successfully operating in JLG’s Australia operations for over 5 year. In addition to traditional service work order management, this initiative will incorporate the use of telematics to connect customer’s equipment to JLG applications, which will allow for proactive equipment monitoring, predictive and scheduled service, overall fleet management and ultimately a lower total cost of ownership.

Prior to working for JLG, Bill has held leadership positions in consulting, operations, finance and information technology functions for three separate Fortune 500 companies, including Andersen Consulting, Compagnie de Saint-Gobain and ARAMARK Corporation. 
 Thad Bentley 
VP, Global PRS Business Operations 
Diebold Nixdorf
 Eduardo Bonefont 
VP US Services & Support, Diagnostics Systems 
BD Life Sciences
Bruce Breeden
 Bruce Breeden 
VP of Service Operations 
Fairbanks Scales inc.
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.  Breeden is the author of The Intentional Field Service Engineer and creator of the Field Service7℠ development program.  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.
Syd Briggs
 Syd Briggs 
General Manager 
Steele-Waseca Cooperative Electric
Syd Briggs has been the General Manager of Steele-Waseca Cooperative Electric since January 6, 2009.  He previously served seven years with Southwest Arkansas Electric Cooperative in Texarkana, Arkansas and 11 years with Rio Grande Electric Cooperative in Brackettville, Texas in Accounting, Finance, and Member Services.  Since becoming a General Manager, Syd has been active with presentations at Cooperative functions, National and State conferences, local clubs, and other organizations.  Syd has an MBA from Texas A&M Texarkana and a BBA in accounting from Sul Ross University in Texas.  
Debra Bunge
 Debra Bunge 
Global Services Planning, Vendor Relations & Audit, Continuous Improvement 
 Bruce Burdon 
VP & General Manager, US Field Operations 
UTC Climate, Controls & Security
Charles M. Byrd
 Charles M. Byrd 
Director of Operations Implementation, and LRL Support 
Roche Diagnostics
Hiren Dalal
 Hiren Dalal 
VP, Operations & Transformation 
CA Technologies
Hiren Dalal is VP, Operations & Transformation at CA Technologies. Hiren has led many key transformation programs at CA including Self Service for CA Support, Lean Six Sigma and Agile Transformation for Global R&D team. He is a strong believer in applying change management principles in conjunction with process improvement methodologies to deliver value to customers. Hiren has played several key roles at CA and is an Agile expert, Certified Scrum Master and Product Owner, Certified Lean Six Sigma Master Black Belt who was first introduced to the benefits of Lean Six Sigma at General Electric.
 Patrick Davis 
VP Global Customer Care 
Aviat Networks
Sam DiFabbio
 Sam DiFabbio 
Senior Program Manager, Asset Management and Field Services 
Samuel DiFabbio III (Sam) has been an operations technology professional with FedEx Office (formerly Kinko’s) for 10 years managing product & program ownership as well as service & delivery. He has led teams that defined, developed, and implemented complete business process transformation as well as cutting edge backend service layer and cloud implementation. Most recently, he has partnered with his leadership to rebrand the organization’s “Field Technology” team to “Field Services,” which has transformed a culture of “technicians” to broadly trusted operations professionals. A native of Ohio’s “Rust Belt” and a decedent of a family of steelworkers, hard work and determination are second nature to him. Sam received his B.S. from Robert Morris University in Pittsburgh, PA in 2005 and currently resides in the Dallas/Fort Worth Metroplex.
Charles Dowdell
 Charles Dowdell 
Director, Global Technical Service Information 
Dowdell has over 30 years’ experience of increasing responsibility in managing the development and distribution of technical information in a variety of different industries, including: digital and wireless communications, microelectronics, and heavy equipment.  Currently, he is involved in end-to-end information processes in the agricultural equipment business. 

His teams have been awarded with the Society of Technical Communications (STC) International Distinguished Award as well as the Rare Bird Award from the Center for Information Development Management (CIDM). 

He holds undergraduate degrees in Electronics Technology, and Management. He also holds a Graduate degree from Syracuse University School of Information Studies (iSchool).  
 Jim Feely 
SVP of Global Service Solutions 
Bell and Howell
 Chris Giorgianni 
VP Product Support and Government & Defense 
Chris Giorgianni
 Chris Giorgianni 
VP Product Support and Government & Defense 
Over his near 14 year career with JCB, Chris Giorgianni has served in several roles leading up to his current position as Vice President of Product Support and Government & Defense.  Giorgianni began his career with JCB as a Product Marketing Specialist for Backhoe Loaders in 2003.  After a little more than a year in the role, he advanced to the United Kingdom, becoming JCB’s first American employee to be based at the company’s world-wide headquarters.  While overseas, he spent 1 ½ years as the Global Product Manager for Backhoe Loaders and another eighteen months as Regional Manager for the Nordic, Poland and Baltic States.

Returning to the US in 2007, he rejoined the North American team as General Manager of the Southeast Region.  Following that role, Giorgianni served in the role of General Manager of Product Marketing and recently Vice President of Product where he was the North American knowledge base for all things product related, leading a team of product and sales managers.  In addition, he managed and mentored the employees in JCB’s Management Trainee Program.  In January of 2014, Giorgianni was promoted to Vice President of Product Support, where he leads the service and parts operations in the USA, Canada and Mexico. In January of 2015, in addition to Product Support, he assumed global responsibility for JCB's Government and Defense division.

Originally from Pittsburgh, PA Giorgianni received a Bachelor of Science degree in Chemistry from the United States Air Force Academy.  A decorated Air Force veteran, he served his country meritoriously, earning numerous awards and obtaining the rank of Captain prior to leaving the military to join the heavy equipment industry in 1998. 
Rick Gray
 Rick Gray 
VP Sales, Technology Services 
Customer Engineering Services
Rick's career has spanned over 35 years all of which has been spent in the Technology Services market. After spending the early years in Field Service in technical and technical management roles, Rick consolidated his Marketing and Technical Education with his passion for service, and entered the emerging role of Services Sales. For the past 25 years, Rick has carried a bag and has built and lead successful Services Sales teams for several industry leaders such as IBM (Nulogix), Sun MicroSystems, DecisionOne and Customer Engineering Services. Rick has been actively involved in the Services Industry, chairing the Canadian Services Section of CompTIA for 8 years, while also serving on the Board for 3. Rick is the Vice President, Technology Services Sales, for Customer Engineering Services.
Chris Gresser
 Chris Gresser 
Field Service Manager 
Born and raised in South Milwaukee, WI, Chris Gresser currently resides in Bossier City, LA. Gresser is a retired Air Force Master Sergeant and been with Medtronic 1 year-21 years electronics field repair. He completed his MBA program in 2016. In his current role, he leads a team of 8 Field Service Engineers spanning 240 accounts across 17 states. His qualification includes being known for the Led Continuous Improvement Program for 2,000 people for 3 years. He also increased annual production output by 315% by changing workflow-new process adopted companywide.
Chris Guest
 Chris Guest 
General Manager of Digital Electronic Supply, McKinney Communications 
McKinney Communications Corporation
I earned my BS and MS in Industrial Engineering from The University of Alabama.  From 2004 to 2008, I worked as an Industrial Engineer for United Parcel Service.  Since January of 2008, I have worked for a family of field services companies headquartered in Birmingham, Alabama.  From 2010 to 2015, I served as Chief Operating Officer of Satellites Unlimited Inc. – one of the nation’s largest labor fulfillment contractors for Dish Network.  In early 2016, I transitioned into a role with McKinney Communications Corporation (“MCC”), the parent company of our family of field services companies that includes Satellites Unlimited.  Today, I serve in multiple roles for MCC including General Manager of Digital Electronic Supply (“DES”), COO of Custom Labor Solutions (“CLS”), and VP of Strategy and Business Development for MCC.  I am married to my high school sweetheart and have two children, ages 6 and 9.  I am an avid outdoorsman and am the Co-Founder and Branch President of the Alabama Chapter of The Quality Deer Management Association (The QDMA).
T. Scot Harnish
 T. Scot Harnish 
Senior Manager, Field Services 
During the past 21 years, T. Scot has been employed in various technology and service management related fields with FedEx Office. T. Scot’s philosophy, borrowed from the book Leveraging The New Infrastructure, is that when you take away the technical jargon, technology is an investment like any other made in business and must make a return. Recently rebranding the FedEx Office Field Technology Organization to FedEx Office Field Services, this is a deliberate change in culture from technician to trusted operations and service partner focused on professionalism, partnership, service and business value. 

T. Scot holds a Bachelor of Science Degree with double majors in Architectural Design and Behavior Psychology which he says taught him “people and process”. T. Scot is married to Chelsea, a Registered Nurse and together they have three children, a son Thomas and two daughters; Kenzie and Madison. 

Before coming to Kinko's, T. Scot operated the on-demand publishing company FlightLine Publishing, producers of custom aviation directories and publisher of The Vintage Airplane Catalogue. He has also worked as a technology consultant/research assistant for Anne Taylor and Associates, a firefighter/EMT for the Bernalillo County Fire Department, and is a musician, music and stage producer.
Debra Hays
 Debra Hays 
Emergency CallWorks
Curtis Hill
 Curtis Hill 
VP Technical Support Services, Customer Assurance 
Curt Hill is Vice President of Customer Assurance in Cisco’s Technical Services organization. His team identifies and resolves a broad range of individual and systemic issues and shares its learnings across Cisco and the industry to predict and prevent recurring issues in product and software quality. His organization is also responsible for customer listening, compliance and certifications, customer data protection, and multiple initiatives to improve quality and simplify doing business with Cisco. Hill is an executive sponsor for several of Cisco’s top accounts.

Hill joined Cisco as a customer support engineer and went on to lead global technical support organizations and geographies. Under Curt’s leadership, these teams launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Before joining Cisco, he held positions with Hewlett-Packard, Novell, and AT&T. Hill holds a bachelor’s degree in business and a master’s degree in computer science, and has earned his CCIE certification.
 Robert Horton 
Director of Field Service Operations 
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.
 Charles W. Johnson 
Senior Manager, Multi-Vendor Projects 
Philips Healthcare
 Neil Johnson 
VP & General Manager, Technical Services 
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.

Johnny Johnston
 Johnny Johnston 
SVP, Gas Business Enablement 
National Grid
Johnny is Senior Vice President of Gas Business Enablement for National Grid, responsible for transforming how National Grid’s US gas employees serve their customers by standardizing processes across the legacy companies and implementing a new front-office technology platform. He is a Professional Engineer from the UK who joined the National Grid team in 1997 and has since held a variety of technical and commercial roles in the UK and US for both the electricity and gas sides of the business. He has previously led the transformation of Customer Operations in the UK gas business, which included National Grid’s first implementation of performance excellence. In his last role, Johnny ran National Grid’s 2,400-person customer field service organization across all US jurisdictions for gas and electric, focusing on using performance excellence in the field. 
 Stephen Kelly 
Senior Director Technology Operations for Field Service 
 Renee Kersey 
VP Operations Support 
Ulrich Koehler
 Ulrich Koehler 
SVP Systems & Service 
Heidelberg USA
Aleem Lakhani
 Aleem Lakhani 
AmTrust Financial
Scott Lapcewich
 Scott Lapcewich 
Vice President and General Manager, Customer Support and Maintenance Services 
Rockwell Automation
As Vice President and General Manager of Rockwell Automation’s Service business, Scott leads an organization of more than 2600 Service Professionals, in more than 80 countries, dedicated to helping manufacturers around the world maximize their productivity and minimize their operational risk.  His focus is on transformation of this business to data-driven services, enabled by the Rockwell Automation Connected Enterprise and IoT.  Scott holds an MBA degree from the University of Chicago Booth School of Business, and a Bachelor’s degree in Engineering from the University of Illinois at Urbana-Champaign.
Robert Latvis
 Robert Latvis 
VP Field Service 
Cox Communications
As Vice President of Field Services for the Cox Communications Virginia Region, Bob is responsible for providing strategic leadership for Field Services Residential and Commercial Operations, and CommCenter Operations.
Bob is an inspirational executive leader specializing in leading change in large organizations, delivering strong business results and building effective business relationships.  He has high emotional intelligence, with an eye for talent and a skill for leadership development and employee engagement throughout all levels of the organization.  His strong business acumen, blended with 30 years of operational experience, process improvement and expense reduction, lead to a culture of excellence, employee satisfaction and customer loyalty.
Recognized for his leadership skills with the 2006 Cox Leader of the Year Award for Virginia, Bob is passionate about developing and mentoring others, while ensuring a world class experience for Cox’s customers.  He is a mentor for Cox Communications, Cox Enterprises and Women in Cable Telecommunications or WICT. Bob is also a Board Member of the Southeast Virginia Boys and Girls Club board of directors. 
 Phil Luccarelli 
VP Dispatch Operations 
Altice USA
Richard Mack
 Richard Mack 
Director Business Development 
Heidelberg USA
Richard Mack has a Master’s degree in mechanical engineering from the Technical University Darmstadt, Germany. He started working for Heidelberger Druckmaschinen AG in Research & Development driving key developments for high speed printing equipment. He then had various roles in operational service management in the USA and Germany. Currently he is pioneering the new digital services area to drive customer performance and developing respective business models to increase after sales revenue.
 Mauricio Martinez 
Executive Director, Maintenance & Managed Services 
Fujitsu Network Communications
James McAnally
 James McAnally 
VP Global Support Delivery 
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.
David Mcneill
 David Mcneill 
Director – Global Service Engineering 
Cummins Emission Solutions
Timo Moeller
 Timo Moeller 
Global Director – Global Technical Services, Customer Support, Product Field Performance & Commitments 
First Solar
Rhonda Monks
 Rhonda Monks 
Director, North America CE Service 
Rhonda Monks leads the development of brand strategies, policies, customer satisfaction initiatives, and product support programs for more than 300 Construction Equipment dealer locations in North America. She oversees more than $40 million annually in warranty dollars, product improvement programs, and customer goodwill.  In addition, Rhonda has over 30 years of experience with service parts materials management, product development, product quality, and product support for CNH Industrial.
Christie Morin
 Christie Morin 
Program Director, Self Service 
CA Technologies
Christie Morin is the Program Director over Self Service at CA Technologies.  Christie’s specialty is in working with Customer Support organizations in driving value of Self Service internally to ultimately deliver an exceptional customer experience.  Christie is an instructor of CA’s Lean Six Sigma and is working towards her black belt certification. Christie holds a variety of certifications such as PMP, ITIL, KCS and Green Belt (LSS).
Adrian Paull
 Adrian Paull 
VP Customer & Product Support 
Honeywell Home and Building Technologies
 Dave Pinto 
Director, Technical Services 
Henry Schein Canada
Joao R. Pontes
 Joao R. Pontes 
Director, Customer Experience & Strategic Planning, Latin America 
John Deere
BSc in Mechanical Engineer with specialization in Aeronautics from ITA – Instituto Tecnológico de Aeronáutica, MBA in Marketing from ESPM – Escola Superior de Propaganda e Marketing and Agribusiness from Harvard Business School. Working experience in Agricultural, Forestry, Mining, Construction and Aviation industries.  Also served as Chairman for Latin America Regional Management Committee at AEM - Association of Equipment Manufacturers and as Management Committee Executive Secretary at Integration Crop-Livestock-Forestry (ICLF) Support Network in Brazil. 
Jason Prokop
 Jason Prokop 
Director, Field Service 
DiaSorin Inc.
Mary Proud
 Mary Proud 
Product Support Specialist, Document Messaging Technologies 
Pitney Bowes
Mary Proud supports the technical and management teams for Worldwide Sorter Support, Presort Services and Intellijet Printing at Pitney Bowes. In this role, she is responsible for analytical reporting, 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 customer service positions; Installation and Customer Training Representative, Production Mail Coordinator and Customer Service Manager. Mary hold her BA in Business Administration from Holy Family University in Philadelphia.
 Daniel M. Przislicki 
VP Service Support Operations 
Canon Solutions America
Gregory Ratcliff
 Gregory Ratcliff 
Director, Life-Cycle Management 
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.
Douglas Roth
 Douglas Roth 
Director, Global Service Partner Management & FLM Operations 
Denise Rundle
 Denise Rundle 
General Manager 
Denise Rundle is a General Manager in Microsoft’s CSS (Customer Service & Support) business unit and leads the Community, Advertising, Partner & Sales Support Business Unit. Denise deeply believes that each customer support touch point is an opportunity to show our customers that Microsoft listens and cares, and an opportunity to increase their engagement with our products and services. Her team manages all aspects of Advertiser, Partner Enablement, Microsoft Store, Save and Commercial Presales Support including creating leads and presales from existing customer service interactions and enabling sales through external partners. Denise leads the strategic planning for our social media and online communities investments globally.  She also leads an innovative CSS strategic program, “Achieve More” to leverage our customer and partner engagements to drive incremental value.

Denise joined Microsoft in 1990 and during her tenure she spearheaded the first 24x7 customer service efforts, built the online support assets in the early days of the internet, established the first Microsoft Most Valuable Professional Community strategy, and has led several different Service Delivery organizations.
Denise has an undergraduate degree in speech communications, journalism and public relations and is a mean poker player.
Fabricio Sallette
 Fabricio Sallette 
Director of Service Operations 
Sealed Air
Eric Schwartz
 Eric Schwartz 
Lead Project Manager, Smart Grid & Innovation, Power Delivery 
Florida Power & Light Company
Eric Schwartz is the lead project manager of Smart Grid Innovation & Technology for Florida Power & Light Company, and has worked at the company for seven years. He is responsible for forecasting, piloting and implementing cutting-edge technology to be used by the company. He has served in other roles at the company, including delivery assurance lead and reliability program manager.

Prior to joining FPL, Mr. Schwartz was an engineer for Emergency One, a leading fire apparatus manufacturer, where he designed aircraft rescue fire-fighting trucks; and K-Rain, where he designed irrigation sprinklers. Mr. Schwartz holds two work patents and four personal patents.
Mr. Schwartz earned a bachelor’s degree from the University of Central Florida and an MBA from Florida Atlantic University. He is a certified Six Sigma Black Belt. In his spare time, you will find him pursuing his entrepreneurial interests – designing children’s products for mothers on the go – and spending time with his wife, Elyse, and three children, Nolan, Camden and Hayden.
 Christopher J. Smith 
VP Service Innovation 
OTIS Elevator Company
Carsten Soendergaard
 Carsten Soendergaard 
Service Director Food Americas and Oceania 
TOMRA Sorting
Tim Spencer
 Tim Spencer 
SVP & General Manager Service Operations 
Tim Spencer has a diverse background of manufacturing management, operations leadership, service and support, and general management.  Working within multi-billion dollar companies, he has service experience driving change leadership across global environments.  With unique solutions and innovation, Tim has led revenue and profit growth, new product development, and customer satisfaction at The Standard Register Corporation, General Binding Corporation, ACCO Brands, WMS Gaming Inc, Scientific Games, and most recently with Bunn-o-matic Corporation.  He is the recipient of excellence awards from both Gartner Group and Aberdeen, and has been recognized by technology organizations for implementations in field service management solutions. He is a graduate of the University of Utah with a degree in Business Finance and currently resides in Springfield, IL.
 Ed Stephens 
President & General Manager 
Northrop Grumman - Cutting Edge Optronics
 Scott Tarran 
Director Service Operations 
Bruker AXS
Ken Vaughn
 Ken Vaughn 
Director, Global Sorter Support & Self Maintenance Solutions 
Pitney Bowes
Ken has worked in the Service industry for over 34 years with vast experience in both the Field and the Corporate Service environment.  His experiences include New Product Service Development, Technical Knowledge Management, Customer Satisfaction Measurement, Business Process Re-engineering, Workflow Analysis, Field Service Support and Service Systems.

He is currently the Director of Sorter Support Operations for Pitney Bowes with responsibility for Global Sorter Service Product Management and Support functions including Helpdesk Operations. 
Prior to joining Pitney Bowes, Ken worked for Southwest Airlines as an aircraft mechanic.

Among numerous accolades and awards, Ken recently was recognized for receiving his first US Patent for inventing a process which prevents excessive downtime due to computer hard drive failures.

A native of Austin Texas, Ken received his MBA in Business Management from the University of Phoenix.
Tom Voirin
 Tom Voirin 
VP of Customer Services 
ISCO International
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, the Director of IT Infrastructure Delivery at Royal Philips and currently Tom is employed at ISCO International as the Vice President of Customer Services.   

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 40 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.
Scott Wooden
 Scott Wooden 
Field Service Manager 
Card-Monroe Corp.
Jason Young
 Jason Young 
Former Customer Service Training Developer and Author, Culturetopia and Servicetopia 
Southwest Airlines
Jason Young has been called a "rare breed" when it comes to developing leaders and customer service initiatives. No wonder. As a former senior-level manager at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, Jason Young was a key driver in creating and developing the company’s innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today.

Driven by the need to extend his unique insight in leadership development to others outside Southwest, Jason Young separated from the pack in 1998, when he left the airline to launch his own consulting practice to focus on corporate training and development services specializing in culture, leadership, customer service and team building. Today, as president of LeadSmart, Inc., Jason Young shares his vision in developing successful corporate cultures with forward-thinking companies, including Starbucks, IHOP, Radio Shack and Tyson Foods, to name just a few. He has even returned to his old turf—Southwest Airlines—to extend his knowledge as a corporate training consultant in the leadership development area once again. Jason has captured his philosophy of creating high performance cultures in his books, The Culturetopia Effect and Servicetopia.

Capturing the innovative strategies and tactics he created at Southwest Airlines, Jason Young offers insight and practical information that can be implemented immediately. His keynote presentations and training programs are in demand for audiences of all types—from senior level executives to front line employees. Jason’s messages reach to the core of every audience member with his unique style and engaging presentation skills. Participants are treated to a compelling experience that will change the way they view themselves, their customers and the company for which they work.

Jason Young’s keynote presentations are designed to reinforce the concepts and skills geared to increase learning and assist in the transition from the meeting room to the workplace. The result is an inspirational encounter that resonates long after his presentation is over.
 Kevin Young 
Global Services Americas Vice President 
Forrest Yount
 Forrest Yount 
Operations Transformation Leader, North America Field Operations 
UTC Climate Controls & Security
Forrest Yount is the Operations Transformation Leader for U.S. Field Operations at United Technologies, Climate, Controls & Security. He joined the company over 13 years ago and has over 13 years of HVAC industry experience. Forrest was also a Lieutenant and Submarine Officer for the United States Navy for seven years. He holds an MBA from the University of Florida and a BS in Mechanical Engineering from North Carolina State University.
 Rob Latvis