Day One: Field Service 4.0

Monday, August 17, 2020

Taking Your Service Organization to the Next Level of Digital Maturity

7:00 am - 8:00 am Registration & Breakfast In The Expo

8:00 am - 8:15 am Welcome Remarks & Ice Breaker

Antonia Kay, Field Service Portfolio Director at WBR

Antonia Kay

Field Service Portfolio Director

8:15 am - 8:30 am Chairperson’s Opening Remarks


8:30 am - 8:50 am Doing Digital Well: Fast-Tracking to the Connected and Automated Field Service

Amanda Moore is the Head of IT for several segments of the customer facing business within Schneider Electric, a French multinational corporation specializing in electrical equipment with an annual revenue exceeding 25.7 billion EUR. In this role, she oversees all aspects of information technology, security, data and analytics for Schneider’s Field Services, Customer Call Centers and Customer Projects. Amanda joined Schneider Electric in 2014, coming from the acquisition of Invensys, where she led the Global IT PMO. Before that she led IT for Red River, a Value Added Reseller and Managed Services provider, and a Schneider Electric APC partner. Additionally, she has held IT leadership roles at LoJack, EMC and ACI Worldwide.


Amanda brings her depth of expertise to discuss the essential role of embracing the digitization of the field service industry, the secret ingredients that go into building a business case for investments in innovative technology, and practical recommendations on how to expedite the transition from the “hype” phase to generating ROI and driving continuous business growth:


-         Examples of Schneider Electric’s digitization project successes, failures and lessons learned

-         Forecasting and planning for potential challenges, the dos and the don’ts in strategy development and implementation

-         Key steps in evaluating and selecting the right technology that works for your business objective and budget

Amanda Moore, Head of IT, Customer Solutions, Support & Field Service at Schneider Electric

Amanda Moore

Head of IT, Customer Solutions, Support & Field Service
Schneider Electric

8:50 am - 9:10 am Keynote: Putting the Power of Visibility and Tailored Real-Time Diagnostics in Your Customers’ Hands

Robert started his field service career at Siemens Healthineers, a leading medical technology company with about 50,000 dedicated colleagues serving 18,500 patients in over 70 countries and an annual revenue of 14.5 billion EUR, over 16 years ago. In his current role as the Senior Director, Head of Southeast Field Service, he is responsible for process improvement, change management, strategy development, as well as driving service revenue growth and cost reduction.


In this keynote, Robert discusses the importance of empowering the customer to minimize and prevent downtime with the help of technology:


-         Winning new customers and securing contract renewals by guaranteeing real-time visibility and improved diagnostics accuracy

-         Lowering service costs and optimizing resource and workforce management by putting the customer “in control”

-         Maximizing the value of real-time data to support service business growth

Bob Mumper, Senior Director, Head of Southeast Field Service at Siemens Healthineers

Bob Mumper

Senior Director, Head of Southeast Field Service
Siemens Healthineers

As the coronavirus pandemic took over the world, global manufacturers and commercial services organizations entered a phase of unprecedented uncertainty, with operations stalling and every business decision feeling like a roller coaster ride. This, in turn, increased the demand for remote servicing technologies offering operational and uptime reliability.


Our expert panelists are joining us to discuss the remote support tools that helped them get through the healthcare crisis, the lessons they’ve learned and the customer success stories that will inspire you to take your service capabilities to the next level. Key takeaways include:


-         Leveraging remote access and monitoring technology to fix configuration and technical faults, execute software updates or function upgrades

-         Get better in handling complaints, ticketing, auditing, monitoring performance and reporting

-         Succeed in routing service requests, prioritizing tasks, and managing assets for increased uptime

-         Empower customers and your FSEs by providing on-demand assistance and remote access to external systems across any location

Carlos M. Gomez, Regional Services Executive, North America at Baker Hughes, a GE Company

Carlos M. Gomez

Regional Services Executive, North America
Baker Hughes, a GE Company

Kim Fenrich, Industrial Automation Service Product Manager - Simulation Technologies at ABB

Kim Fenrich

Industrial Automation Service Product Manager - Simulation Technologies

9:50 am - 10:40 am Refreshment & Networking Break In The Expo

The COVID-19 pandemic has changed the field service industry and the rest of the world as we knew it. The struggle to respond to the crisis was real. Now, our panelists are taking a step back to evaluate what they’ve learned through this difficult experience and discuss strategic decisions they had to take before, during and after the pandemic:


-         Key steps taken to ensure technician safety during the pandemic

-         Technologies that proved essential and kept service operations up and running

-         Customers’ perspective throughout the journey – are we ever going to go back to “business as usual”?

-         Ensuring compliance in times of volatility and uncertainty

Wes Vurma, Director, Business Intelligence at Bell Canada

Wes Vurma

Director, Business Intelligence
Bell Canada

John Wise, Director of Technical Services at Eppendorf North America

John Wise

Director of Technical Services
Eppendorf North America

Ray Caul, Head of Retail Solutions and Operations at Fujitsu Ltd.

Ray Caul

Head of Retail Solutions and Operations
Fujitsu Ltd.

11:20 am - 11:40 am Sponsored Keynote


Topic to be Confirmed, Salesforce

11:40 am - 12:00 pm Keynote: Reorganizing Your Service Infrastructure to Become a Digital Service Frontrunner

Michelle joined The Ricoh Company, a Japanese multinational imaging and electronics organization with an annual sales revenue exceeding 13 billion dollars, over 11 years ago. She currently holds the role of the Vice President of Shared Services at Ricoh Americas Corporation, making her an integral part to the design and implementation of Ricoh’s policies, procedures, and platforms, process improvement, and efficient shared services operations. In her previous role as the Enterprise Services Director of Operations for Managed Services, she managed document services and professional services for two districts and was responsible for over 50 customers, 2,300 employees and all financial results. 


Michelle brings her depth of knowledge and experience to discuss how the digitization of the field service industry creates the need to rethink a traditional service business model and the links between key business units. She explain why it is essential to make changes to the organizational infrastructure to ensure improved data-collection and processing capabilities and secure opportunities associated with data leveraging:


-         Evaluating your existing service infrastructure and gaps in digital transformation

-         Identifying key players and collaborating with the company leadership to develop a new blueprint for digital success

-         Creating and filling new roles to ensure the success of service digitization 

Michelle Vaccarello, VP Shared Services at Ricoh Americas

Michelle Vaccarello

VP Shared Services
Ricoh Americas

12:00 pm - 1:30 pm Lunch

12:00 pm - 1:00 pm Private Lunch - By Invite Only

1:00 pm - 1:45 pm Technology Innovation & Investment Meetups

(choose one)

Small Group Networking: Are you looking to invest in a new technology and are not sure how to tick all the boxes? We are happy to help! Field Service Technology Innovation and Investment Meetups are focused on technologies that our audience said were on their top priorities list – they will run in a roundtable format and will give you a perfect opportunity to meet with innovative solution providers whose products are pre-validated and match your company’s needs! Key technologies include:

1.Internet of Things (IoT) – intelligent automation

2.Remote connectivity, diagnostics and repair

3.Machine learning, predictive analytics

4.Artificial Intelligence (AI) and virtual assistance

5.AR, VR, Wearables, and Remote Assistance Apps

6.Field service management systems and scheduling engines 

7.Customer relationship management

8.CX reporting and recurring revenue generation

9.Logistics providers

10.Parts inventory and asset management software

11.Real-time location systems

12.Mobile device management and app development

13.Knowledge management, training & development

14.Call centers

15.Aftermarket and warranty services 

1:45 pm - 1:50 pm Reconvening for small group workshops

Track A:Technology-Powered Field Service: Gaining a Competitive Edge through Digitization

1:50 pm - 2:35 pm Workshop A1: Connected Technician: Reimagining the Future of Work with Augmented Reality and Visual Assistance

As Senior Director of Product Supply Strategy and Management, Sultan Aziz leads supply chain manufacturing for The Future Program Office and business planning and operational activities for the Strategy and Deployment Organization at Johnson & Johnson, an American multinational corporation with an annual revenue exceeding $81 billion USD and product lines spanning medical device, pharmaceutical and consumer packaged goods industries.


In close collaboration with JnJ manufacturing segments, Sultan oversees a wide range of pharmaceutical, medical devices and life sciences projects from early stages of test & learn to broad scale deployment, focusing on critical business drivers and establishing JnJ’s reputation as a digital frontrunner.


In this workshop, Sultan offers an overview of JnJ’s Digital Assistance program that reinvents shop floor workflows, embraces performance and promotes greater technician satisfaction. Join Sultan for practical recommendations on:


-         Step-by-step instructions on developing a “digital worker” blueprint

-         Moving from AR/visual assistance test pilots to a wide-scale technology adoption in your field service operations 

-         Generating measurable efficiencies and improved customer experiences through digital enablement

-         Creating job satisfaction that would help you retain FSE talent  

Sultan Aziz, Senior Director, Product Supply Strategy Management at Johnson & Johnson

Sultan Aziz

Senior Director, Product Supply Strategy Management
Johnson & Johnson

Track B:Improved Value Proposition: Delivering Measureable Results to Your Customers

1:50 pm - 2:35 pm Workshop B1: Standardizing Global Field Service Management Systems, Technology and Processes for Improved Customer Experience

Joe Eltman is the Senior Manager of Sikorsky’s Commercial and International Military Global Sustainment Programs within the Lockheed Martin Rotary and Mission Systems Global Sustainment organization. In this role he is responsible for providing the technical and Aircraft on Ground (AOG) material support needed to maximize the operational availability over 1000 helicopters operated by Sikorsky customers.


Joe joined Sikorsky in April 1986 and has more than 40 years of helicopter maintenance experience. He was named manager of Sikorsky’s commercial Customer Care Center in December 2015 where he successfully reduced the volume and duration of Aircraft on Ground events through tactical and strategic material and engineering support and improved customer service via advanced data analytics. 


Join Joe’s workshop for an interactive debate on how standardizing global field service management systems, technology and processes contributes to customer satisfaction and business profitability.

Joe Eltman, Senior Manager, Commercial Global Sustainment at Sikorsky Aircraft

Joe Eltman

Senior Manager, Commercial Global Sustainment
Sikorsky Aircraft

Track C: Field Service Technician Enablement: Increasing Diagnostic Accuracy and Onsite Efficiency

1:50 pm - 2:35 pm Workshop C1: Heads of Service Mastermind – By Invite Only

An invitation-only opportunity for the most forward-thinking senior-level leaders of the global service community to exchange ideas about service advancement in a private, vendor-free setting. Through facilitated discussion with 12 – 15 other heads of service, our most VIP attendees, you’ll get answers to your most pressing service challenges. You even get to nominate which topics you’d like to discuss that will make the greatest impact on your operations.

Pete Wayne, Chief Information Officer at Oscar W. Larson

Pete Wayne

Chief Information Officer
Oscar W. Larson

2:35 pm - 2:40 pm Reconvening for small group workshops

2:40 pm - 3:30 pm Workshop A2: Topic to Be Confirmed



2:40 pm - 3:30 pm Workshop B2: Topic to Be Confirmed

2:40 pm - 3:30 pm Workshop C2: Last mile fulfillment challenges

3:30 pm - 3:35 pm Reconvening for small group workshops

3:35 pm - 4:25 pm Workshop A3: Leveraging Digital Technologies to Increase First-Time-Fix Rates

3:35 pm - 4:25 pm Workshop B3: Decreasing Service Delivery Costs without Compromising Customer Satisfaction

3:35 pm - 4:25 pm Workshop C3: Decreasing the Mean-Time-to-Repair: Key Factors in Boosting the Speed of Service

4:25 pm - 4:55 pm Energizer & Networking Break In The Expo Hall

4:55 pm - 5:00 pm Reconvening for small group workshops

5:00 pm - 5:45 pm Workshop A4: Technology as the Backbone of Your Value-Added Contracts

Syd Briggs has been the General Manager of Steele-Waseca Cooperative Electric, a local electrical cooperative in south central Minnesota offering generation, transmission, and distribution of electric energy to residential and commercial sectors, for over 11 years.


Syd’s interactive workshop will offer an overview of why technology has proven to be the foundation and the key driver in servitization, the value the customer sees in digital capabilities, and how to transform your service operation regardless of the size of your budget and resources:


-         Key technologies bringing real value to the customer and field service organizations

-         Your customers’ expectations for digital, and what to do when they are not ecstatic about the digitization hype

-         How to ensure that the investment you make today will make sense 5-10 years from now?

-         What are the typical technology implementation pain points, and how not to fall a victim to them?

Syd Briggs, General Manager at Steele-Waseca Cooperative Electric

Syd Briggs

General Manager
Steele-Waseca Cooperative Electric

5:00 pm - 5:45 pm Workshop B4: What the Customer Wants: Delivering Service and Solutions that Help Your Customers Increase Their Sales

Allen Filson started his career in the United States Marine Corps where he became a Sergeant leading men in combat during Desert Storm. He has traveled to over 30 countries, and became part of the Marines Corps Special Forces command when he went on to become a Marine Combat Instructor of Water Survival.


His business career started out in Electronics but quickly transitioned to the Printing industry. Working at commercial printers and large book/journal printers throughout his over 25 year career, afforded him the opportunity to expand on his leadership training, initially developed in the Marines. Over the last 25 years, Allen has been the President of Kanson Electronics, Director of Technology at the YGS Group, Global Technology manager for The Sheridan Group, and is currently the Director of Professional Services for Canon Solutions America, with his office in Boca Raton, Florida.


Join Allen for this interactive workshop to benchmark customer success strategies and real-life recommendations on how to put yourself in your customers’ shoes and success in delivering on their service expectations.

Allen Filson, Director, Professional Services at Canon Solutions America

Allen Filson

Director, Professional Services
Canon Solutions America

5:00 pm - 5:45 pm Workshop C4: Increasing Revenue Growth through Technician Engagement

Ross Brewer has worked in the medical device industry for over 30 years in various senior leadership positions. He is currently the National Director of Service for Belimed, Inc.’s US Region, responsible for providing installation, service and maintenance of sterile processing equipment in hospitals across the United States. He has also held leadership positions with Fortune 500 companies such as Becton Dickinson’s Diagnostic’s division and Hillenbrand Industries, Hill-Rom Company. Prior to a career in medical device service, Ross serviced 6 years in the United States Navy in aviation.


In this workshop, Ross will discuss Belimed’s best practices in technician engagement and is correlation to the revenue generation:


-         How to make the “happy technician = happy customer” formula work for your service organization?

-         What are the key steps in ensuring that your remote FSEs are engaged, productive and deliver measurable results?

-         As a manager, what can you do today to increase remote technician engagement levels tomorrow?

-         What are the key areas for improvement in technician training (hard and soft skills)?

Ross Brewer, National Service Director at Belimed

Ross Brewer

National Service Director

5:45 pm - 5:50 pm Reconvening for small group workshops

5:50 pm - 6:30 pm Workshop A5: Leveraging Merged Reality and Virtual Interactivity to Empower Field Service Workforce

Brian started his career at Otis Elevator, a $12+ billion manufacturer of elevators and escalators, as a Mechanical Engineer in 2002. He has since held various roles with the company – from new product development to strategic projects to service quality and field operations – and is currently Otis Elevator’s Director of Service Field Operations responsible for technical and parts support across North America.


In this workshop, Brian weighs in the benefits of AR and VR technology, discusses how it has transformed Otis Elevator’s approach to supporting technicians in the field, how they are measuring the ROI of the tech investment, as well as why companies should or shouldn’t consider introducing merged reality and virtual interactivity in their service support processes:


-         The opportunity for remote support & crowd-sourcing

-         Historical challenges and barriers to adoption

-         The current and future landscape of applications

Brian Frye, Director, Service Field Operations at Otis Elevator

Brian Frye

Director, Service Field Operations
Otis Elevator

5:50 pm - 6:30 pm Workshop B5: COVID-19 Lessons Learned: the Future of Field Service as We Didn’t Know It

The COVID-19 pandemic has changed our industry for the foreseeable future, creating an urgent need for the implementation of new processes and measures to keep technicians and customers safe, limiting calls to functional/ critical only repairs, and, on a large scale, disconnecting the service provider from their customer.


This workshop is your opportunity to look back at the past couple of month and evaluate where the pandemic has taken your organization, what changes your leadership made in order to clearly communicate with customers and support their businesses during the times of uncertainty, and what we as an industry learned from this experience. The key points we will focus on include:


-         Initial response to the COVID-19 crisis – what were the key takeaways from the early stages of crisis management, what worked or didn’t work, what were some of the fundamental lessons learned?

-         Field automation – what were the key technologies you used throughout the pandemic to meet the demand for service?

-         Technician and customer safety – the protocols you followed to help prevent the spread of the COVID-19 and keep your teams and clients protected?

-         Revenue generation and growth opportunities – is there light at the end of the tunnel, what can you do today to future-proof your service business moving forward?


5:50 pm - 6:30 pm Leveraging Machine Learning and AI to Fuel Field Service Innovation

Anurag Bhatnagar is a senior technologist with 25 years of experience in architecture, development and deployment of enterprise grade mission critical systems serving millions of customers. In his current role at Hughes Network Systems, a leading broadband and managed service provider worldwide, he is responsible for the development of Field Services Systems, leads CoE on Mobile Apps (B2B, B2C) and Emerging Digital technologies (RPA, AI/ML, BPM, Mobility). He has multiple decade experience in the domain of OSS/BSS in Service Provider segment and has been in fore front of evangelizing and implementing new technologies to bring in digital transformation. He has multiple pending patent applications in these domains.

Join Anurag for an interactive discussion about machine learning and how to:

  • Leverage AI/ML to train algorithms to identify the problems with the technician’s Job to ensure quality Job and provide instant directions
  • Leverage AI/ML for field service back office to identify problems, quality issues using Job images
  • Leverage RPA, OCR and Image analysis to innovate in the Field service back office operations 

Anurag Bhatnagar, Senior Director – Software Engineering, Hughes Network Systems at Hughes Network Systems

Anurag Bhatnagar

Senior Director – Software Engineering, Hughes Network Systems
Hughes Network Systems

6:30 pm - 7:30 pm Networking Cocktail Reception

7:30 pm - 7:30 pm Day One Concludes