Field Service East 2025
August 25 - 27, 2025
JW Marriott Orlando Grande Lakes, FL
Day 1: The AI-Powered Service Revolution
7:00 AM Registration and Breakfast
7:00 AM Women In Service Breakfast
8:00 AM Program Director Opening Remarks
8:20 AM Keynote: The AI Revolution in Field Service – From Hype to Hyper-Efficiency
In this kickoff keynote session, Yasir is speaking to the speed of AI adoption within Honeywell. The service industry has seen significant improvement in adopting AI solutions across different service functions. The speed of adopting, implementing, and measuring results has become a reality for AI solutions. With almost two decades of experience at Honeywell, Yasir is a forward-thinking service leader who is passionate about innovation and transformation. His expertise spans digital transformation, leadership strategies, and business growth which foster a mindset of improvement and agility. In this session, you will explore how Honeywell is turning AI promises into measurable outcomes.
Key takeaways:
- Implementing strategies for enhancing customer experience through AI-powered self-service options and real-time communication.
- Learning techniques for cost reduction and increased profitability through AI-optimized resource allocation and proactive maintenance.
- Developing frameworks for successful AI integration, emphasizing the importance of a phased approach that aligns with business objectives.
9:00 AM Keynote: Building Your AI Roadmap: From Pilot to Enterprise-Wide Adoption
The session will explore how organizations can move beyond one-off AI implementations to achieve readiness for service-wide adoption. Drawing on real-world experience, John will outline the critical steps and considerations for building a scalable AI roadmap. As Principal Analyst for Systems Development at JLG Industries since 2015, John has played a pivotal role in modernizing the North American Technical Support contact center. Over the past two years, he has led the development and deployment of an AI/ML solution. In this keynote, John will discuss the journey from isolated AI pilots to enterprise-wide adoption, focusing on practical strategies and lessons learned from JLG’s transformation.
Key Takeaways:
- Prioritizing use cases: Learn how to identify and rank AI opportunities that align with your organization’s service goals and deliver measurable impact.
- Creating a rollout plan: Discover how to design a phased AI deployment strategy that supports your business objectives and adapts to evolving needs.
- Assessing AI readiness: Gain insights into evaluating your current capabilities, data infrastructure, and change management requirements to ensure successful AI integration.
9:20 AM Panel: The Human Touch in a Digital World: Balancing Automation with Personal Service
In today’s rapidly digitizing service landscape, finding the right balance between technological efficiency and genuine human connection is more critical than ever. This expert panel brings together leaders from across the service industry to explore how organizations can harness the power of automation while preserving the personal touch that builds lasting customer relationships. Drawing on their collective experience, the panelists will share practical approaches for integrating advanced technology with emotionally intelligent service delivery.
Key Takeaways:
- Discover how leading organizations are designing service models that combine the speed and scalability of AI with the empathy and critical thinking of skilled human agents.
- Learn why emotional intelligence is a cornerstone of exceptional customer service in the digital age.
- Explore how customer feedback and behavioral data can be leveraged to continually refine the balance between automation and human interaction.
10:00 AM Innovation Theatre (Exhibit Hall)
Live 10-minute vendor demos of cutting-edge solutions to support your service ambitions
Demo 1: @10:10…
Demo 2: @10:25…
Track A: Workforce Evolution &Training
10:40 AM Workshop 1: Workforce 2030 – Bridging the Skills Gap with Tech & Trust
With 27 years of experience at Michelin, Allen Crowe brings deep industry expertise to the challenge of preparing the workforce for the next decade. As technological innovation accelerates and high-risk, high-growth sectors face mounting talent shortages, this workshop will explore actionable strategies for closing the skills gap and building a resilient, future-ready workforce. Drawing on real-world examples and Allen’s hands-on experience, this interactive workshop will highlight how certification programs, cutting-edge digital tools, and Gen Z-friendly training methods are redefining recruitment, retention, and professional development in technical fields.
Key Takeaways:
- Discover how targeted certification initiatives and cross-industry partnerships can address shortages in specialized roles.
- Explore how AR and interactive digital tools are transforming technician training.
- Learn how to engage the next generation of workers by delivering training through mobile-friendly platforms and interactive modules.
- Examine how fostering a culture of innovation and providing ongoing learning opportunities can attract and retain top talent.
Track B: Operational Excellence and Customer-Centricity
10:40 AM Workshop 2: Predictive Service: The Next Frontier in Customer Experience
- Rajib Bora - VP Field Services - Freudenberg e-Power Systems
This interactive workshop explores how predictive service models are redefining customer expectations and operational excellence. Rajib will demonstrate how integrating IoT data streams with AI-driven analytics enables organizations to preemptively address customer needs, transforming service delivery from reactive troubleshooting to proactive partnership. Currently serving as VP Field Service at Freudenberg e-Power Systems, Rajib specializes in leveraging IoT, AI, and predictive analytics to drive revenue growth while maintaining cost-effective, high-performing operations. His expertise spans identifying process improvements, implementing cutting-edge technologies, and fostering customer-centric innovations that enhance loyalty and satisfaction.
Key Takeaways:
- Understand how real-time IoT sensor data and machine learning algorithms predict equipment failures and customer pain points before they disrupt operations.
- Identify how analyzing behavioral patterns and operational data reveals upsell possibilities and service gaps.
- Apply frameworks that integrate predictive analytics into operational workflows to reduce costs and improve efficiency.
11:20 AM Workshop 5: Partner Workshop + Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
Track C: Safety in Service
10:40 AM Workshop 3: Safety First, Always: Cultivating a Culture of Zero Incidents in Field Service
- John Castro - Director of Safety & Risk Management - H.T. Lyons
John Castro brings a unique blend of military precision and insight to workplace safety, with 10 years of leadership experience in the U.S. Army Special Operations Command. His background in risk management, strategic planning, and counseling informs his approach to fostering safety cultures that prioritize human behavior alongside operational efficiency. This hands-on workshop addresses the critical balance between operational demands and safety imperatives in field service environments. John will demonstrate how to embed a zero-incident mindset across all organizational levels, drawing on military-grade risk assessment frameworks and psychological principles to drive lasting behavioral change.
Key Takeaways:
- Adapt risk assessment and decision-making frameworks refined through military operations to field service environments.
- Develop safety systems that account for cognitive biases, stress responses, and team dynamics.
- Equip managers with tools to model safety-first behaviors, from daily toolbox talks to incident debriefs.
11:20 AM Workshop 6: Partner Workshop + Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
12:00 PM Lunch for All Attendees
12:00 PM Private Lunch – Invite Only
1:00 PM Workshop 7: Embracing Change: Strategies for Workforce Development and Training in Field Service
- Gabriel Gomez - Director of Field Service - Biotage
- David Giacalone - President Owner - Potter Heating, Cooling & Plumbing
- Melody Brown - Vice President of People & Team Engagement - NPower
- Jessica Murillo - Chief Operating Officer for Technology Lifecycle Services - IBM
In today’s fast-evolving technological landscape, field service organizations face the urgent need to adapt their workforce development and training strategies to keep pace with changing skill demands and workforce dynamics. This panel brings together industry leaders to discuss innovative approaches for equipping technicians with the skills and knowledge necessary to thrive amid digital transformation. The conversation will focus on aligning training programs with emerging technologies, fostering continuous learning cultures, and addressing the challenges of a multigenerational workforce to ensure sustainable operational excellence.
Key Takeaways:
- Gain insights into designing flexible, technology-enabled training programs that blend hands-on experience with digital learning tools to accelerate skill development.
- Understand how to embed ongoing education and upskilling into daily workflows to keep pace with evolving service demands.
- Explore strategies for leveraging diverse workforce strengths through mentorship and collaborative knowledge sharing.
1:40 PM Workshop 10: Partner Workshop + Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
2:20 PM Workshop 13: The Multigenerational Workforce
- John Chrisentary - Director, Service Programs - W&H Group
In this interactive workshop, John will share strategies for managing a workforce that spans four generations. Attendees will learn how to bridge generational divides, optimize knowledge sharing, and create inclusive cultures that harness diverse perspectives. Serving as the Director of Service Programs for W&H Group- John spearheads service tech initiatives that require collaboration across diverse teams, participants will leave with frameworks to retain institutional knowledge, engage emerging talent, and align multigenerational teams around measurable business outcomes.
Key Takeaways:
- Challenge assumptions and focus on shared values like growth opportunities and meaningful work to foster collaboration.
- Pair technical expertise with digital-native skills through reverse mentoring and job-shadowing programs.
- Tailor communication, rewards, and work arrangements to generational preferences, balancing autonomy with collaboration.
- Create cross-generational task forces to solve operational challenges, blending experience with fresh technological insights.
1:00 PM Workshop 8: Creating a Customer-Centric Service Culture
- Travis Riley - Director of Commercial Servcie - JR Hobbs Company
- Sheeraz Siddiqui - Head of Service Provider Oversight - Genentech
- Mike Mills - Vice President, Third Party Operations - Dish Network
- Cheyenne Starks - Billing Manager - Comfort Systems USA
In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.
Key Takeaways:
- Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
- Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
- Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
- Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.
1:40 PM Workshop 11: Partner Workshop + Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
2:20 PM Workshop 14: Enhancing Customer Experience Through Operational Excellence in Field Service
- Roger Bias - Sr. Global Field Operations and Process Improvement Manager - Catalina Marketing
In this session, Roger will focus on how operational excellence serves as a foundation for exceptional customer experiences in field service. He will cover strategies to streamline workflows, reduce response times, and implement best practices that improve service quality and customer satisfaction. With over 20 years of experience at Catalina his skills include streamlining workflows, reducing response times, and implementing scalable solutions that enhance customer satisfaction while maintaining operational efficiency. Attendees will leave equipped with practical frameworks and tools to elevate their field service operations, delivering superior customer experiences through operational excellence.
Key Takeaways:
- Implement real-time updates and automated messaging to build transparency and trust with customers.
- Leverage data-driven scheduling tools to ensure timely and effective service delivery.
- Establish closed-loop feedback systems that translate customer insights into actionable process improvements.
1:00 PM Workshop 9: Mental Health and Safety: Recognizing and Addressing Burnout in Field Teams
- Kathryn Ficarra - Founder - The C Group Studio, LLC
This session addresses the growing mental health crisis in field service environments, where burnout threatens safety, productivity, and team cohesion. Kathryn will share actionable strategies to identify early warning signs, implement preventive measures, and build cultures that prioritize psychological safety alongside operational excellence. Kathryn Ficarra brings over two decades of executive leadership experience, including her tenure as a Vice President navigating high-stakes corporate environments. Having mentored hundreds of professionals and led transformative initiatives, she now focuses on fostering authentic leadership and well-being in demanding industries. Kathryn’s approach emphasizes that sustainable success stems from cultivating presence and resilience, not just technical mastery-a philosophy forged through her own journey of balancing performance with human-centric leadership.
Key Takeaways:
- Learn to recognize physical, emotional, and behavioral indicators of burnout before they escalate into safety risks or turnover.
- Implement proactive measures like flexible scheduling, peer support networks, and real-time workload monitoring to reduce chronic stress.
- Equip managers with tools to model vulnerability, normalize mental health conversations, and balance high standards with empathetic support.
- Integrate mental health checkpoints into existing safety protocols, such as pre-shift mindfulness exercises and post-task decompression routines.
1:40 PM Workshop 12: Partner Workshop + Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
2:20 PM Workshop 15: Exploring Tools and Technology to Optimize Technician Safety Onsite
- Ecudemio Gutierrez Jr. - Director of Safety - DC Water
With over 24 years of frontline safety leadership in high-risk industries-including chemical plants, LNG facilities, and large-scale infrastructure projects-Ecudemio Gutierrez II has pioneered the integration of advanced technologies into occupational health programs. This session will dissect how emerging tools are redefining onsite safety protocols, moving beyond reactive measures to predictive, tech-enabled prevention. Attendees will leave equipped with actionable strategies to integrate these technologies, creating safer worksites that prioritize both technician well-being and operational productivity. Ecudemio will demonstrate how to:
- Utilize machine learning algorithms that analyze historical incident data, weather patterns, and real-time equipment telemetry to forecast hazards like structural failures or toxic exposure risks.
- Leverage AR/VR platforms to simulate high-stakes scenarios allowing technicians to refine muscle memory and decision-making under stress.
- Replace manual audits with IoT-enabled checklists and blockchain-secured reporting systems to ensure real-time adherence to OSHA and industry-specific regulations.
3:40 PM Workshop 16: Panel: Fueling the Talent Pipeline: Innovative Strategies for Recruitment in Field Service
- Dennis Pappas - Director of Field Service & Support - Sony Biotechnology
- Kevin Garrell - Sr. Director, Global Services & Support - Boston Dynamics
- Josh Westling - Branch Service Manager - Seatrax, Inc
- Cheyenne Starks - Billing Manager - Comfort Systems USA
As field service organizations grapple with a shrinking talent pool, aging workforce demographics, and rapid technological advancements, this panel will emphasize actionable strategies to bridge generational divides, leverage emerging technologies, and build sustainable talent ecosystems. The discussion will address how cross-generational collaboration can blend institutional knowledge with digital-native problem-solving, fostering innovation in IoT-driven service environments. Panelists will provide frameworks to operationalize these strategies, ensuring field service teams remain resilient amid workforce transitions and technological transformation.
Key Takeaways:
- Utilize AI-driven talent matching and immersive AR/VR training platforms
- Foster cross-generational collaboration
- Develop adaptable workforce models
3:40 PM Workshop 17: Panel: Building Rapport in the Digital Age: Connecting with Customers Virtually and In-Person
- Jim Rivest - VP of Support Services - Screen GP Americas
In today's hybrid business landscape, building rapport with customers is more complex than ever. This workshop addresses the complexities of building authentic customer rapport in a hybrid landscape, where virtual interactions and in-person engagements demand distinct yet complementary approaches. Jim will share proven strategies to foster trust, personalize experiences, and maintain consistency across all touchpoints. With seven years of leadership in customer service innovation, Jim specializes in bridging human-centric engagement with evolving digital tools. At Screen GP Americas, he has pioneered hybrid support models that combine AI-driven efficiency with empathetic, relationship-focused strategies to enhance customer loyalty and satisfaction.
Key Takeaways:
- Implement AI-powered sentiment analysis to adjust tone and response strategies in real-time during virtual interactions.
- Develop protocols to ensure seamless transitions between self-service tools and live support, preserving rapport throughout the customer journey.
- Train teams to read body language, manage high-stakes conversations, and use collaborative tools (e.g., AR demos) to deepen trust.
- Track metrics like repeat engagement rates, referral frequency, and feedback sentiment to quantify relationship-building success.
3:40 PM Workshop 18: Panel: Balancing Efficiency and Well-being: Strategies for Sustainable Field Service Operations
- Scott Adams - Director of Service Operations - J.M. Brennan, Inc.
In an industry where tight margins and rising customer expectations often clash with workforce burnout, this panel will address the critical balance between operational demands and technician well-being. The discussion will highlight how AI-powered tools-from predictive maintenance algorithms to real-time fatigue monitoring systems-can reduce stress, prevent errors, and foster resilience. Attendees will learn to design workflows that prioritize safety and mental health without sacrificing efficiency.
Key Takeaways:
- Implement machine learning tools that analyze technician capacity, travel time, and job complexity to distribute tasks equitably, preventing burnout while maintaining service-level agreements.
- Implement wearable tech and sentiment analysis software to detect early signs of stress or fatigue, enabling managers to adjust schedules or provide support before crises emerge.
- Train leaders to model vulnerability, integrate mental health checkpoints into daily briefings, and reward teams for collaborative problem-solving that prioritizes both efficiency and wellness.
4:20 PM Veteran's in Service Panel
5:00 PM Field Service Welcome Reception
6:00 PM Conclusion of Day One
Day 2: Exploring Service Business Model & Value Creation: Mastering Service Contract Execution
7:00 AM Registration and Breakfast
7:00 AM Advisory Meeting Breakfast
8:00 AM Program Director Opening Remarks
8:10 AM Chairperson Opening Remarks
8:20 AM Keynote: Global Harmonization: Standardizing Service Business Models Across Borders
As businesses expand globally, they face the challenge of maintaining consistency while adapting to local markets. This keynote will dissect the complexities of aligning service models across regions, emphasizing how Vertiv’s data-driven frameworks enable consistency without stifling local market agility. Gregory Ratcliff has pioneered the integration of IoT, cloud computing, and data science into mission-critical infrastructure solutions. As Vertiv’s Chief Innovation Officer, he drives the company’s global harmonization strategy, ensuring seamless service delivery across 130+ countries while balancing standardization with localized adaptability. Gregory will share strategies to overcome regulatory fragmentation, cultural disparities, and technological inequities while fostering innovative ecosystems that thrive across borders. Attendees will gain a roadmap to harmonize service delivery without sacrificing local relevance, ensuring their organizations thrive.
Key Takeaways:
- Leverage IoT platforms and predictive analytics to create service blueprints that adapt to regional infrastructure maturity, regulatory requirements, and customer expectations.
- Establish regional centers of excellence to tailor solutions for emerging markets while maintaining core service standards.
- Train teams to navigate nuances in communication, decision-making, and risk tolerance across markets
- Implement AI-powered compliance tools that dynamically adjust workflows to meet evolving local standards
- Develop global skill-mapping systems that identify and upskill technicians on region-specific technologies
8:40 AM Partner Keynote & Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
9:00 AM Keynote: Cultivating Service Value: Strategies for Organizational Alignment from Field to Management
This keynote will explore how to align field service teams, management priorities, and customer expectations to create seamless organizational value. With a proven track record of leading global service transformations, Steve Nava specializes in harmonizing field operations, customer success, and organizational strategy to drive industry leadership. He will share tactics on how to bridge the gap between frontline technicians and executive leadership, ensuring service excellence becomes a company-wide cultural pillar.
Key Takeaways:
- Merge regional service processes into a unified framework, reducing redundancies while preserving market-specific responsiveness.
- Implement career development programs and transparent communication channels to stabilize teams during transformational change.
- Track service value through loyalty-driven KPIs
9:20 AM Panel: Understanding and Aligning Service Revenue within your Organization
In an era where service revenue increasingly drives profitability, organizations face critical challenges in aligning isolated departments, harmonizing data ecosystems, and embedding customer insights into revenue strategies. Join our expert panelists- Jim, Ashley, Jatin, and Doug while they discuss how leaders across industries are breaking down barriers between finance, operations, sales, and service teams to unlock hidden revenue potential. Drawing on decades of collective experience in HVAC, medical imaging, industrial automation, and global service delivery, they will reveal actionable frameworks to transform service from a cost center to a profit engine.
Key Takeaways:
- Implement a holistic revenue alignment strategy that integrates service offerings with overall business objectives to drive growth and profitability.
- Foster cross-departmental collaboration and communication to break down silos and create a unified approach to service revenue management.
- Leverage data analytics and customer insights to optimize service offerings, pricing strategies, and delivery models for improved revenue performance.
10:00 AM Partner Keynote & Client Case Study
If you’re interested in hosting a partner breakout, please contact Tevin.Ankle@wbresearch.com
11:00 AM Technology and Partner-Led Roundtables
Table #1- Hosted by: Neuron 7
From AI Strategy to Success: Transforming Field Service with Turn-by-Turn Resolutions
Brian Bachofner, VP Product Marketing, Neuron7.ai
Table #2- Hosted by: CEO Circuitry.ai
Topic TBD
Table #3-Integrating technology legacy systems in Data Optimization
Table #4- Optimizing Third-Party Partnerships: A Data-Driven Approach to Decision Making
Table #5- TBD
Table #6- Unlocking Emotional Intelligence: The Hidden Superpower of Top-Performing Field Technicians
Track A: Revolutionizing Service Delivery
1:10 PM Predictive Maintenance - Transforming Reactive Service into Proactive Solutions
In an era where unplanned downtime can cost industries thousands per hour, predictive maintenance is revolutionizing field service operations by leveraging AI, IoT, and machine learning to anticipate equipment failures before they occur. By deploying IoT sensors to monitor real-time equipment health and feeding this data into advanced algorithms, organizations can transition from reactive, break-fix models to proactive, data-driven strategies that reduce downtime, lower maintenance costs, and enhance customer satisfaction. This session delves into the mechanics of predictive maintenance, showcasing how real-time analytics and machine learning enable precise failure forecasting, optimized resource allocation, and outcome-based service models. Through real-world case studies, attendees will explore successful implementations across industries, learn how to measure the impact of predictive strategies, and gain insights into overcoming common challenges such as data silos, cultural resistance, and integration complexities.
Key takeaways:
- Use AI and IoT to predict equipment failures early, reducing downtime by up to 50% and cutting maintenance costs by 30%.
- Shift to outcome-based service contracts focused on uptime guarantees to increase customer loyalty and enable premium pricing.
- Start predictive maintenance initiatives with high-value assets and foster cross-team collaboration for successful, scalable implementation.
1:30 PM Autonomous Service Lifecycle: Augment and Automate Service with Decision Intelligence
- Ashok Kartham - Founder & CEO - Circuitry.ai
1:50 PM Panel: Measuring and Improving Call Center & Tech Support Performance in Field Service
- Travis Myers - Director of Customer Support - JLG
- Dennis Pappas - Director of Field Service & Support - Sony Biotechnology
Join our expert panelists-Travis Myers, Director of Customer Support at JLG, and Dennis Papas, Director of Field Service & Support at Sony Biotechnology-as they explore proven strategies for aligning call center and field service performance. This session will focus on measuring and optimizing critical KPIs such as first-call resolution, customer satisfaction, and First-Time Fix Rate. Learn how these leaders break down barriers between remote support teams and on-site technicians by leveraging AI-driven insights, centralized knowledge bases, and real-time collaboration tools like augmented reality. Discover how these innovations help reduce costs, minimize escalations, and create seamless, efficient customer experiences across all service channels.
Key takeaways:
- Align call center and field service KPIs to foster shared accountability and improve operational efficiency.
- Implement AI-powered analytics to identify high-risk cases and prioritize resources for faster resolution.
- Empower your teams with real-time collaboration technologies to enhance communication between remote support and field technicians.
Track B: Data/Technology
1:10 PM Closing the Loop: AI-Powered Validation in Field Services
- Daniel Herrera - Director Managed NOC & Engineering Dispatch Svcs - Ciena
Unlock the transformative power of AI to elevate your field service operations in this insightful session featuring Ciena’s innovative approach to enhancing First Visit Resolution (FVR) and proactive issue detection. Explore a comprehensive case study detailing the journey from identifying operational challenges to developing targeted user stories, selecting the right AI vendor, and successfully piloting an AI-driven image analysis solution that empowers remote experts to verify technician work and reduce costly return visits. Leading this initiative is Daniel Herrera, Director of Managed NOC & Field Services at Ciena, who brings over 30 years of experience driving revenue growth and operational excellence in the technology sector.
Key Takeaways:
- Leverage AI-driven image analysis to enable remote validation of technician work and reduce costly return visits.
- Prioritize high-impact user stories like First Visit Resolution to focus AI initiatives on measurable operational improvements.
- Evaluate and select AI vendors through targeted pilot programs to ensure solution accuracy and scalability.
- Build a foundation for expanded AI applications that enhance customer satisfaction and optimize service delivery.
1:30 PM Partner Keynote & Client Case Study
If you’re interested in hosting a partner breakout please contact Tevin.Ankle@wbresearch.com
1:50 PM Panel: Data-Driven Decision Making: Optimizing Legacy Data for Modern Field Service Analytics
- Tyson Stull - US Field Service Leader - Dynapower/Sensata
Join Tyson Stull, as he demonstrates how to transform legacy data into actionable insights for modern field service analytics. This session will explore strategies to migrate, cleanse, and harmonize decades-old operational data with AI-driven tools, enabling predictive maintenance, optimized resource allocation, and cost-effective service models. Attendees will learn how to bridge historical datasets with real-time IoT platforms to forecast equipment failures, reduce downtime, and elevate customer satisfaction through data-driven decision-making.
Key Takeaways:
- Modernize legacy data through migration and cleansing to enable predictive analytics and AI integration.
- Leverage historical insights to forecast equipment failures and optimize technician dispatch processes.
- Transform field service operations by aligning legacy data with real-time IoT platforms for proactive decision-making.
Site Tour HYTEC Industry Depot Repair
1:00 PM Site Tour HYTEC Industry Depot Repair
As an attendee touring the HYTEC facility, you can expect a comprehensive walkthrough that showcases their expertise in technology repair, aftermarket support, and fulfillment services. The tour will guide you through key operational areas where you’ll see firsthand how HYTEC diagnoses and repairs a wide range of equipment, supports OEMs with scalable solutions, and manages efficient fulfillment processes. This experience offers an inside look at the company’s commitment to precision, quality, and innovation across its service offerings.
Know before you go:
The site tour will be from 2:00-3:00pm. Busses will depart the JW Marriott at 1:10pm and arrive at HYTEC at 1:30pm. Transportation will be provided back to the JW Marriott.
3:10 PM Partner Presentation + Client Case Study
If you’re interested in hosting a partner breakout please contact Tevin.Ankle@wbresearch.com
3:30 PM Panel: Integrating Remote Diagnostics with Field Service Management Platforms
This panel explores the critical integration of remote diagnostic tools with existing field service management platforms to create a seamless, unified system that enhances operational efficiency and service quality. By combining real-time equipment data, AI-driven diagnostics, technician scheduling, and inventory management, organizations can proactively identify and resolve issues before they escalate, significantly improving first-time fix rates and reducing costly repeat visits. The discussion will highlight best practices for overcoming technical and organizational challenges during integration, including data harmonization, security considerations, and user adoption. Drawing on real-world examples, panelists will demonstrate how leveraging AI and IoT technologies within FSM platforms enable predictive maintenance, dynamic resource allocation, and streamlined workflows that ultimately boost customer satisfaction and drive business growth.
Key Takeaways:
- Integrate remote diagnostic capabilities with FSM platforms to centralize data and streamline technician workflows for improved operational visibility.
- Leverage AI-powered diagnostics and real-time equipment monitoring to predict failures and prioritize service interventions, reducing downtime.
- Optimize scheduling and inventory management by synchronizing diagnostic insights with resource allocation, ensuring technicians have the right parts and skills on the first visit.
4:10 PM Enabling your Field Technicians with Knowledge and Tools to Effectively Sell Service
Join Mike Hughes, Head of Global Service at Peak Scientific, as he shares insights from his leadership in transforming field technicians into skilled service-sales ambassadors. With a proven track record of driving service contract growth and customer loyalty, Mike will explore how Peak Scientific equips technicians with AI-powered tools, targeted training, and incentive structures to identify upselling opportunities while maintaining service excellence. This case study will explore the balance between technical expertise and sales acumen, demonstrating how organizations can leverage their field workforce to unlock new revenue streams without compromising operational efficiency or customer trust.
Key Takeaways:
- Train technicians in consultative sales techniques to identify customer needs and articulate value-added solutions like service contracts or premium support tiers.
- Equip teams with AI-driven field service tools that provide real-time customer insights, predictive maintenance alerts, and tailored product recommendations during service visits.
- Align service quality with sales goals through balanced KPIs and incentive structures that reward both first-time fix rates and contract conversion metrics.
4:30 PM Panel: A Seamless Transition: Legacy System Integration in Field Service Management
Legacy systems hold critical historical data but lack agility. By integrating IoT and AI, organizations can reduce travel costs by 15-30%, improve first-time fix rates, and turn field service teams into proactive problem-solvers. This session explores how organizations can modernize legacy field service systems by integrating IoT, AI, and real-time diagnostics to eliminate inefficiencies, reduce costs, and enhance customer satisfaction. Attendees will learn how to bridge outdated systems with modern tools to achieve seamless data flow, predictive maintenance, and dynamic resource allocation-transforming aging infrastructure into strategic assets. Join our panelists as they share their expertise and real-world experiences in transforming field service operations for the digital age.
Key Takeaways:
Day 3: Optimizing Aftermarket Operations: Navigating Complexities in Parts, Pricing, and Warranty
8:00 AM Networking Breakfast
9:00 AM Welcome Remarks
9:10 AM Chairperson Opening Remarks
9:20 AM Keynote: Transforming Aftermarket Services: Leveraging Predictive Maintenance for Profitability
This keynote explores how manufacturers can fundamentally reshape their aftermarket services by embedding predictive maintenance strategies, turning what was once a cost center into a dynamic source of profitability and customer value. As industrial systems become more complex and uptime expectations climb, predictive maintenance-powered by real-time data, IoT sensors, and advanced analytics-enables organizations to anticipate failures, optimize service delivery, and differentiate themselves in a crowded market. Drawing on over 25 years of leadership across power, digital, energy, and industrial automation, Doug brings deep expertise in building service cultures rooted in trust, technology, and measurable results. He will share real-world examples of how predictive maintenance drives profitability-by reducing unplanned downtime, lowering maintenance costs, and enabling new value-added service offerings. He will also discuss the importance of a strong safety culture, robust documentation, and leveraging partnerships and digital platforms to maintain compliance and operational excellence in a rapidly changing industrial landscape.
Key Takeaways:
- Transform aftermarket services into profit centers by implementing predictive maintenance and value-added service models.
- Harness real-time data and analytics to proactively optimize maintenance schedules, resource allocation, and service delivery.
- Differentiate your business by offering predictive maintenance as a premium, customer-focused service that enhances reliability and builds long-term loyalty.
10:00 AM Maximizing Profitability in Service and Spare Parts: A Comprehensive Approach to Pricing and Performance
This session offers an in-depth exploration of how organizations can unlock greater profitability in their service and spare parts operations by adopting a holistic, data-driven approach to pricing, inventory management, and performance analysis. Panelists will examine the unique challenges of managing service offerings and spare parts, including fluctuating demand, supply chain complexities, and evolving customer expectations. Drawing on industry benchmarks and the latest research, the discussion will highlight advanced pricing strategies-such as value-based, competitor-based, and differentiated cost-plus models-that help companies align pricing with customer value, market conditions, and product complexity.
Key Takeaways:
- Implement advanced pricing strategies such as value-based and differentiated cost-plus models to maximize margins while aligning with customer willingness to pay
- Optimize inventory management through automation and multi-echelon planning to reduce costs, improve service levels, and ensure part availability
- Leverage data-driven performance analysis and industry benchmarks to continually refine pricing, control costs, and drive sustainable profit growth in service and spare parts operations
10:20 AM Panel: Maximizing Aftermarket Efficiencies with AI; Driving Productivity & Profit
This panel explores how artificial intelligence is fundamentally reshaping the aftermarket industry, with a focus on driving productivity and profitability across key business functions. The discussion will highlight real-world applications of AI-including predictive analytics for maintenance, AI-driven inventory management, automated customer service, and supply chain optimization-demonstrating how these technologies are transforming traditional aftermarket models into agile, data-driven operations. Panelists will share their hands-on experience implementing AI across global service networks, offering practical insights on overcoming integration challenges, maximizing ROI, and leveraging advanced analytics for continuous improvement. Attendees will gain a comprehensive understanding of how AI can be used not just for automation, but for smarter decision-making, improved demand forecasting, and delivering a best-in-class customer experience. The conversation will also address the future of AI in aftermarket services, including emerging trends and strategies for staying ahead in a rapidly evolving marketplace.
Key Takeaways:
- Implement AI-driven predictive analytics to anticipate equipment failures, optimize maintenance schedules, and reduce unplanned downtime-boosting both efficiency and customer satisfaction
- Leverage AI-powered inventory management to enhance demand forecasting, minimize stockouts and excess inventory, and ensure the right parts are available at the right time-driving cost savings and improved service levels
- Automate customer service and data processes with AI tools such as chatbots, smart manuals, and natural language search, enabling faster response times, higher data accuracy, and a more seamless customer experience
11:30 AM Warranty Basics: Streamlining Processes and Reducing Costs in Field Service
The session will detail how automation, data integration, and unified platforms can transform warranty processes-making claims handling faster, more accurately, and less costly. By leveraging advanced warranty management software, field service organizations can automate warranty registration, streamline claims processing, and ensure technicians have real-time access to warranty coverage in the field, all of which reduce manual errors and administrative overhead.
Attendees will learn how analyzing warranty data can reveal product defect patterns and customer pain points, empowering organizations to proactively improve product quality and reduce future claims. The session will also highlight the benefits of fully integrating warranty management with field service platforms, enabling seamless coordination between customer service, technicians, and inventory management for faster resolutions and higher customer satisfaction. Real-world examples will illustrate how these strategies lead to measurable cost savings, improved service delivery, and a stronger competitive edge.
Key Takeaways:
- Automate warranty processes with modern software to streamline claims, reduce manual errors, and improve customer response times
- Leverage data-driven insights from warranty analytics to identify recurring issues, enhance product quality, and prevent unnecessary claims
- Integrate warranty management with field service platforms to provide technicians with mobile access to warranty data, optimize scheduling, and enable efficient, unified service delivery
12:00 PM Panel: Optimizing Depot Repair for Profitability and Customer Satisfaction
The discussion will focus on how organizations can leverage automation, advanced inventory management, and streamlined repair workflows to transform depot repair from a cost center into a strategic advantage. Panelists will explore the latest technologies and process innovations that minimize equipment downtime, reduce operational expenses, and deliver a superior customer experience-ultimately strengthening loyalty and competitive positioning. Join Bruce Nelson and our panelists as they share actionable insights and innovative approaches to transforming depot repair into a driver of profitability and customer satisfaction.
Key Takeaways:
- Streamline Processes: Implement automated systems and optimized workflows to reduce repair times and enhance efficiency.
- Cost Reduction Strategies: Leverage fixed-price contracts and reduce inventory costs to lower operational expenses.
- Customer Experience Enhancement: Use real-time visibility and communication to keep customers informed, improving satisfaction and loyalty.
12:40 PM Lunch for All Attendees
TRACK A: Aftermarket Intelligence Working Groups
1:40 PM Working Group: Data-Driven Aftermarket: Overcoming Historical Gaps in Legacy Parts Sales
Join this hands-on working group to address one of the toughest challenges in aftermarket operations: accurately forecasting demand for legacy or low-tech parts when historical sales data is sparse or unreliable. Participants will collaborate to identify common pitfalls in legacy parts inventory planning and share real-world experiences from their own organizations.
The workshop will introduce practical approaches for leveraging AI and machine learning to fill in data gaps, predict demand more accurately, and optimize inventory levels. Through guided discussions and interactive exercises, attendees will learn how to apply advanced analytics to reduce stockouts of critical components, minimize excess inventory, and ensure timely availability for customers.
Key Takeaways:
- Leverage AI and machine learning to fill data gaps and enhance demand forecasting for legacy parts.
- Optimize inventory levels by applying dynamic, data-driven planning to reduce stockouts and excess stock.
- Integrate advanced forecasting tools with existing systems to improve accuracy and streamline aftermarket operations.
2:20 PM Working Group: Customer Self-Service Portals
This interactive working group session explores how field service organizations can design and implement customer self-service portals that deliver both efficiency and personalized support. Participants will discuss strategies for providing customers with convenient self-service options-such as appointment scheduling, real-time technician tracking, and access to FAQs-while ensuring the experience remains engaging and human-centered. The session will highlight the latest best practices for integrating automation, such as AI-driven chatbots and automated notifications, with opportunities for live agent support when customers need more tailored assistance.
Key Takeaways:
- Implement automation for routine tasks-like scheduling and status updates-to boost efficiency and free up staff for high-value, personalized interactions
- Integrate self-service portals with live support options, ensuring customers can easily transition from automated help to human assistance when needed
- Leverage customer data and feedback to personalize the portal experience, strengthen relationships, and continuously improve service delivery
2:50 PM Working Group: Best Practices for Managing Field Service Operations Across Trades
- Roger Bias - Sr. Global Field Operations and Process Improvement Manager - Catalina Marketing
Join this interactive session to explore proven strategies for managing field service operations in multi-trade environments, where complexity, efficiency, and quality are paramount. Led by Roger Bias, Sr. Global Field Operations and Process Improvement Manager at Catalina Marketing, this working group will draw on Roger’s expertise in process optimization, automation, and data analysis, as well as his hands-on experience leading diverse, remote teams and implementing Lean Six Sigma methodologies across sourcing, vendor management, and project coordination.
Key Takeaways:
- Digitize and automate field operations-reduce paperwork, streamline workflows, and use mobile apps to improve efficiency and accuracy across trades
- Empower technicians with the right tools, real-time data, and targeted training to boost first-time fix rates and deliver exceptional service
- Leverage data and continuous improvement-track key metrics, analyze performance trends, and apply Lean Six Sigma principles to drive ongoing operational excellence
3:20 PM Working Group: Balancing Inventory: Strategies to Avoid Expensive Overstocking in Field Service
Overstocking remains one of the costliest challenges in field service operations, tying up valuable capital, increasing storage and handling expenses, and risking the obsolescence of parts and supplies. This interactive session will equip field service leaders with actionable strategies to strike the right balance between supply and demand, ensuring optimal inventory levels without sacrificing service quality. This discussion will include best practices for automating inventory tracking, tagging items for accurate monitoring, negotiating with suppliers for timely deliveries, and leveraging data analytics to continuously refine stock levels. Real-world examples will illustrate how these innovations can reduce unnecessary stock, free up working capital, and improve both operational efficiency and customer satisfaction.
Key Takeaways:
- Implement AI-powered demand forecasting to accurately predict parts usage, minimize overstock, and ensure the right inventory is available when needed
- Adopt real-time inventory tracking and JIT systems to reduce storage costs, avoid obsolescence, and improve responsiveness to service demands
- Optimize supplier relationships and inventory processes through regular audits, efficient storage, and data-driven decision-making to maintain lean, cost-effective operations
TRACK B: Service Lessons from Trades and Commercial Services Working Groups
1:40 PM Working Group: Improving Customer Communication & Selling the Value of Service
- Scott Adams - Director of Service Operations - J.M. Brennan, Inc.
This workshop centers on elevating customer interactions and effectively communicating the value of service offerings in the mechanical contracting industry. Drawing on his extensive leadership experience Scott Adams will share proven strategies for building trust, tailoring communications, and differentiating your services in a competitive market. Scott brings practical insights on how to connect technical expertise with customer needs. Participants will explore actionable techniques to personalize communications using customer data, translate technical features into clear business benefits, and present value propositions that resonate with both technical and non-technical stakeholders. The session will also cover best practices for active listening, transparency, and handling customer concerns, ensuring every interaction builds loyalty and long-term relationship
Key Takeaways:
- Personalize your messaging using customer insights to create engaging, relevant experiences that boost satisfaction and loyalty.
- Demonstrate how your services address specific customer problems or deliver measurable business outcomes, not just technical features.
- Communicate service value clearly and simply, avoiding jargon and ensuring every customer understands the benefits you provide
2:20 PM Working Group: Tackling the Challenge of Technician Downtime
This interactive working group session zeroes in on one of the most pressing challenges in field service management: reducing technician downtime to boost productivity and profitability. Participants will collaborate to identify the root causes of unproductive time-such as inefficient scheduling, travel delays, administrative bottlenecks, and gaps in communication-and share proven strategies for overcoming these obstacles.
The discussion will highlight innovative approaches to scheduling, including dynamic dispatching, route optimization, and real-time job allocation, all designed to ensure technicians spend more time on billable work and less on waiting or traveling. Attendees will also explore how digital tools, such as mobile workforce management apps, automated notifications, and AI-powered workflow optimization, can streamline daily operations and provide technicians with the information they need, exactly when they need it.
Key Takeaways:
- Optimize scheduling and dispatch processes using real-time data and intelligent routing to reduce travel and waiting time.
- Leverage technology-such as mobile apps and automated workflows-to streamline communication, eliminate administrative burdens, and keep technicians productive.
- Implement continuous improvement practices by tracking downtime metrics and regularly refining processes to maximize technician utilization and billable hours.
2:50 PM Working Group: Panel: Career Pathways in Field Service Trades: Opportunities and Challenges
- Michelle Gerace - Director of Client Relations & Regional Service Manager - John W. Danforth Company
- Sean McPhee - Service Manager - MJ Mechanical Services Inc.
This interactive session provides a comprehensive look at the diverse and evolving career pathways available within the field service trades, from entry-level technician roles to advanced leadership and specialized positions. Attendees will gain practical insights into the many opportunities for advancement in this dynamic sector-including roles in maintenance, logistics, operations, and technical specialties-while also addressing the real-world challenges that professionals encounter as they progress in their careers. Panelists will share their experiences on topics such as the importance of certifications, the value of hands-on learning, strategies for overcoming workforce shortages, and how to leverage technology and continuous education for career growth. They will also address the current high demand for skilled trades professionals, the impact of automation and digital transformation, and the need for adaptability in a rapidly changing industry.
Key Takeaways:
- Discover multiple entry points and advancement opportunities in field service trades, from technician to management, and learn how to tailor your career journey to your strengths and interests
- Gain actionable strategies for addressing common obstacles such as skills gaps, talent shortages, and the pressures of a rapidly evolving work environment
- Learn the importance of ongoing training, certifications, and embracing new technologies to stay competitive and achieve long-term job satisfaction and career success
3:20 PM Working Group: The Rise of Cross-Skilled Technicians in Field Service
- Tyson Stull - US Field Service Leader - Dynapower/Sensata
As the field service industry rapidly evolves, the demand for cross-skilled technicians-professionals trained across multiple trades and disciplines-is reshaping how organizations deliver value and efficiency. This session explores the drivers and benefits of building a workforce of versatile technicians who can resolve a broader range of issues in a single visit, reducing the need for multiple specialists and minimizing costly repeat site calls. Led by Tyson Stull, who brings deep expertise in global service operations at Bio-Rad Laboratories, the discussion will highlight how cross-skilling programs empower technicians to become true problem-solvers and trusted advisors for customers. Tyson will share real-world examples of how developing multi-disciplinary skills not only boosts productivity and first-time fix rates, but also positions technicians to spot upsell opportunities, provide proactive recommendations, and strengthen long-term customer relationships.
Key Takeaways:
- Develop cross-skilling programs to expand technician expertise across multiple trades, increasing first-time fix rates and reducing operational costs.
- Leverage mentorship, knowledge sharing, and digital learning tools to accelerate upskilling, foster collaboration, and preserve institutional knowledge.
- Empower technicians as trusted advisors by enabling them to identify additional service opportunities and deliver a more consultative, value-driven customer experience.
TRACK C: AI Innovation Lab Meet-Ups
1:40 PM AI Advisory Lab
Come get your most burning AI questions and concerns answered in private session with other field service leaders who are working with AI vendors on use cases relevant to your business. The vendors will feature technical AI experts and thought leaders (not salespeople); the field service practitioners will be director level and higher focused on AI strategy.
Come to this session and meetings with one or two burning questions you want answered during these 15-minute meetings.
How it will work:
- There will be 4-6 tables/stations, each featuring different vendors and client team featuring a unique use case or two
- Each partner/client team will have given a quick 10-minute presentation during the general session on D1 or D2, explaining their use case and preliminary results.
- Attendees who sign up in advance of the event will be given priority. (1 appointment per person/company please to start.)
- At the appointment time, attendees can privately pose their questions to the AI experts and get focused and concrete feedback and advice about how best to proceed on their AI journey.
ADVISORY STATIONS & USE CASES
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4:10 PM Panel: Tools & Tactics for Improving Knowledge Sharing Throughout Your Service Organization
This interactive session provides a comprehensive look at the diverse and evolving career pathways available within the field service trades, from entry-level technician roles to advanced leadership and specialized positions. Attendees will gain practical insights into the many opportunities for advancement in this dynamic sector-including roles in maintenance, logistics, operations, and technical specialties-while also addressing the real-world challenges that professionals encounter as they progress in their careers. Panelists will share their experiences on topics such as the importance of certifications, the value of hands-on learning, strategies for overcoming workforce shortages, and how to leverage technology and continuous education for career growth. They will also address the current high demand for skilled trades professionals, the impact of automation and digital transformation, and the need for adaptability in a rapidly changing industry.
Key Takeaways:
- Discover multiple entry points and advancement opportunities in field service trades, from technician to management, and learn how to tailor your career journey to your strengths and interests
- Gain actionable strategies for addressing common obstacles such as skills gaps, talent shortages, and the pressures of a rapidly evolving work environment
- Learn the importance of ongoing training, certifications, and embracing new technologies to stay competitive and achieve long-term job satisfaction and career success
4:40 PM Panel: Ask the Experts Wrap-Up
As the conference draws to a close, the “Ask the Experts Wrap-Up” panel brings together leading voices in field service management to reflect on the industry’s rapid evolution and chart the path forward. Panelists will share their perspectives on the most significant trends, persistent challenges, and emerging opportunities shaping the future of field service. The discussion will spotlight how technologies like AI, IoT, and mobile solutions are not just transforming service delivery, but also redefining customer expectations, workforce strategies, and operational efficiency.
Panelists will address the impact of a shrinking skilled workforce, the ongoing need for digital transformation, and the rise of automation and predictive maintenance. They’ll offer practical insights into how organizations can leverage AI for smarter scheduling and asset management, use IoT for predictive service and real-time diagnostics, and implement mobile-first solutions to empower technicians and enhance customer experiences. The conversation will also touch on the importance of continuous learning, cybersecurity, and sustainability as key pillars for future-ready field service organizations
Key Takeaways:
- Embrace emerging technologies-Integrate AI, IoT, and mobile platforms to automate workflows, enable predictive maintenance, and deliver faster, more proactive service that meets rising customer expectations
- Prioritize workforce development-Invest in recruiting, upskilling, and supporting technicians with digital tools and knowledge-sharing platforms to address talent shortages and maintain high service quality
- Build operational resilience-Adopt flexible, data-driven strategies to navigate complexity, ensure cybersecurity, and drive sustainable growth in a rapidly changing field service landscape