Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL

Day One: Technology & Process Innovation For Efficiency

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

8:00 am - 8:10 am Welcome Remarks & Ice Breaker

Sara Mueller, Portfolio Director, Program Development at Field Service Events

Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:10 am - 8:25 am Chairperson’s Opening Remarks

Marne Martin, President, IFS Service Management Business Unit and CEO at IFS and WorkWave

Marne Martin

President, IFS Service Management Business Unit and CEO
IFS and WorkWave

8:25 am - 8:45 am Delivering Flawless Technical Service To Keep Clients Content

Because of your clients consumer experience with companies like Uber and Amazon, their expectations of you on the business-to-business front have changed. Hear cutting edge ideas of how IBM is wowing their customers and delivering flawless service. 
John Naar, VP Technical Support Services at IBM

John Naar

VP Technical Support Services
IBM

8:45 am - 9:05 am Customer Experience – A New Form Of Currency

In today’s constantly changing business landscape, a company’s brand is built on its customer experience. Sophia Williams, General Manager of NCR’s Telecom and Technology division, will share details of the transformational journey to integrate customer experience best practices throughout her organization and in every phase of the customer lifecycle. T&T’s ongoing commitment to CX, which encompasses organization alignment, portfolio development, and service quality, has enabled it to achieve world-class customer loyalty scores, win new customers, and drive growth.
Sophia Williams, VP and General Manager, Telecom and Technology Business Unit at NCR

Sophia Williams

VP and General Manager, Telecom and Technology Business Unit
NCR

9:05 am - 9:25 am Keynote Presentation By Help Lightning

Executive, Help Lightning
•Examining how is AI currently being used in service and how will it be leveraged 3 – 5 years from now
•Determining the best-of-the-best AI vendors for service, and which match most closely to your organization’s needs
•Identifying which FSM platforms integrate most seamlessly with the leading AI vendors
•Adapting at a pace that works for your organization since change management needs to be handled effectively
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

Marlene Kolodziej, AVP, End User Services, Enterprise Technology Services, Office of CIO at Northwell Health

Marlene Kolodziej

AVP, End User Services, Enterprise Technology Services, Office of CIO
Northwell Health

Bob Horton, Director of Field Service Operations at ABB

Bob Horton

Director of Field Service Operations
ABB

Sarah Nicastro, Field Service Evangelist at Future of Field Service

Sarah Nicastro

Field Service Evangelist
Future of Field Service

Rob Meredith, Managing Partner & Field Industry Evangelist at Bolt Data

Rob Meredith

Managing Partner & Field Industry Evangelist
Bolt Data

10:05 am - 10:50 am Morning JOLT! Refreshment & Networking Break In The Expo

10:50 am - 11:10 am Turning Legacy Products And Services Into XaaS Solutions For Your Customers

Our industry is quickly shifting to an everything-as-a-service model, but how do you deal with legacy products? James McAnally, one of our most highest rated keynote speakers at Field Service ever, will show you how with practical ideas and examples from HPE.
James McAnally, VP at Hewlett Packard Enterprise

James McAnally

VP
Hewlett Packard Enterprise

11:10 am - 11:30 am Keynote Presentation By McKinsey

Small-group roundtable discussions to help you leverage next-generation technology: Choose 1.

#1 IoT, Predictive Analytics, And FSM – Creating Value With IoT As A Service Channel
Niraj Kadakia, Senior Director Ecosystem Solutions and Success, Software AG USA
Emily Hackman, Director Global Marketing, Astea International

#2 TBD
Executive, Help Lightning

#3 Enabling Your Partners And Customers Through Technology
Hari Subramanian, Founder & CEO, Turbo Systems

#4 Innovations In Mobile Workforce Management: Predictive Field Service
Steve Smith, VP of Strategic Industries, Click Software
Balaji Govindhan, Senior Manager, Digital Field Experience, Ameren

#5 Modernize Your Tools: Digital Solutions That Empower Field Teams
Aaron Slack, CTO, Oscar Larson
Audrey Wisniewski, Business Analyst, Oscar W. Larson 
Rob Brewster, CEO, GoFormz Mobile Forms

#6 New Tool Implementation Best Practices For Effective Business Transformation
Erik Schranz, Senior Manager, Customer Service & Technical Field Service, PROCEPT BioRobotics
Sigi Wise, Co-Founder, Uptima

#7 - #10 TBD


Niraj Kadakia, Senior Director Ecosystem Solutions and Success at Software AG USA

Niraj Kadakia

Senior Director Ecosystem Solutions and Success
Software AG USA

Hari Subramanian, Founder & CEO at Turbo Systems

Hari Subramanian

Founder & CEO
Turbo Systems

Steve Smith, Vice President, Strategic Industries at ClickSoftware

Steve Smith

Vice President, Strategic Industries
ClickSoftware

Aaron Slack

CTO
Oscar Larson

Rob Brewster, CEO at GoFormz Mobile Forms

Rob Brewster

CEO
GoFormz Mobile Forms

Sigi Wise, Co-Founder at Uptima

Sigi Wise

Co-Founder
Uptima

Balaji Govindhan, Senior Manager, Digital Field Experience at Ameren

Balaji Govindhan

Senior Manager, Digital Field Experience
Ameren

Audrey Wisniewski, Business Analyst at Oscar W. Larson

Audrey Wisniewski

Business Analyst
Oscar W. Larson

Emily Hackman

Director Global Marketing
Astea International

Erik Schranz, Senior Manager, Customer Service & Technical Field Service at PROCEPT BioRobotics

Erik Schranz

Senior Manager, Customer Service & Technical Field Service
PROCEPT BioRobotics

12:10 pm - 1:10 pm Lunch

•Best practices for piloting, implementation, and scale
•Deciding whether to promote or minimize your use of AR, plus how to get past the “you sent the junior person?” objection
•Hardware and software selection for your business’ unique needs
•Determining value and ROI
Kim Fenrich, Industrial Automation Service Product Manager - Simulation Technologies at ABB

Kim Fenrich

Industrial Automation Service Product Manager - Simulation Technologies
ABB

Rick Cardinal, Technical Service Manager at Polaris

Rick Cardinal

Technical Service Manager
Polaris

Matthew Duffey, Intelligent Operations Manager at BP

Matthew Duffey

Intelligent Operations Manager
BP

Joshua Goodstein, Director of Solution Engineering at SightCall

Joshua Goodstein

Director of Solution Engineering
SightCall

Track A

1:55 pm - 2:45 pm Interactive Workshop: Connect Technicians To The Right Knowledge, Help, And Parts At The Point Of Service
Technicians fail to complete repairs on time and accurately as much as 50% of the time due to lack of the right resources at the point of service.  The resources are often difficult and time-consuming to access because they are contained in a myriad of disparate, fragmented, and antiquated applications and information sources.   Companies can enable technicians by connecting them to a single consolidated platform that simplifies access to self-service knowledge, remote expert support, parts catalogs, and parts inventory to complete the service job.   
Join an interactive workshop and product demonstration to learn how leading manufacturers such as AGCO and Electrolux have connected technicians globally to the right resources at the point of service to achieve the following results: 

•Reduce Onsite resolution time by consolidating knowledge resources (manuals, service bulletins, training videos, knowledge articles, etc.) and simplifying information access

•Reduce support costs and increase Technician productivity through real-time mobile access and self-service capabilities 

•Improve speed of service repair and first-time fix rate through remote technical support 

•Reduce parts inventory costs by gaining visibility to parts availability across multiple stock locations including technician trucks 

Andrew Thomas, Product Manager for FSM and CX at Mize

Andrew Thomas

Product Manager for FSM and CX
Mize

Michael Blumberg MBA, CMC, CMO at Mize

Michael Blumberg MBA, CMC

CMO
Mize

Danny Dailey, Senior Manager, Technical Operations at Electrolux Major Appliances

Danny Dailey

Senior Manager, Technical Operations
Electrolux Major Appliances

Choose One:

#1 Industry Focus: Energy & Utilities
Syd Briggs, General Manager, Steele-Waseca Cooperative Electric

#2 Adding Value To Service Contracts Without Adding Cost
Eduardo Vasconcelos Bezerra, Customer Operations Director, Latin America, Lexmark

#3 Building Service Into The Acquisition Growth Strategy
Chris Bade, VP Field Service & Customer Support, Detection Systems, Analogic

Syd Briggs, General Manager at Steele-Waseca Cooperative Electric

Syd Briggs

General Manager
Steele-Waseca Cooperative Electric

Eduardo Vasconcelos Bezerra, Customer Operations Director, Latin America at Lexmark

Eduardo Vasconcelos Bezerra

Customer Operations Director, Latin America
Lexmark

Chris Bade, VP Field Service & Customer Support, Detection Systems at Analogic

Chris Bade

VP Field Service & Customer Support, Detection Systems
Analogic

Track B

1:55 pm - 2:45 pm Interactive Workshop: Pave Your Road To Digital Transformation
Executive, ProntoForms
Mike Kavanagh, VP, Enterprise Sales at ProntoForms

Mike Kavanagh

VP, Enterprise Sales
ProntoForms

Track C

1:10 pm - 1:55 pm Heads of Service Mastermind – By Invite Only
Hosted by Avanade

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.

To request one of the limited seats, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

Track C

1:55 pm - 2:45 pm Interactive Workshop: Field Service Management: Metrics That Matter

Steve Smith, Vice President, Strategic Industries at ClickSoftware

Steve Smith

Vice President, Strategic Industries
ClickSoftware

Balaji Govindhan, Senior Manager, Digital Field Experience at Ameren

Balaji Govindhan

Senior Manager, Digital Field Experience
Ameren

2:45 pm - 3:10 pm Capturing A Higher Percentage Of A Product’s Service Potential Through Contracts

Products, by design, have a fixed or a least very inelastic service revenue potential.  What’s elastic is the percentage of that revenue a company captures and at what margin.  Across the board, one-size fits all contracts are outdated and service professionals are tasked with identifying real opportunities through an in-depth understanding of customer needs and the outcomes they desire.  Service offerings must be built upon that need and only offered if they can be done more effectively or efficiently than the customer.  Collaboration is needed but not before we have a true understanding of what’s limiting the customers from succeeding or expanding business in the current service environment.  Developing such contracts requires a new framework including a change in perspective, language and process that better aligns with our customer needs.   
Robert Willard, Senior Manager of Global Service Accounts and CXM Practice at Coherent

Robert Willard

Senior Manager of Global Service Accounts and CXM Practice
Coherent

3:10 pm - 4:00 pm Interactive Workshop: Putting People At The Center Of Your Digital Transformation

Learn how IoT and augmented reality (AR) can maximize the value of your team in the age of digital transformation. PTC will discuss service use cases and how organizations are putting their people front and center to accelerate their digital transformation.  We will then utilize a people-centric framework to identify opportunities inside your organization which could benefit from applying IoT and AR solutions. 
Justin Hester, Digital Transformation Director at PTC

Justin Hester

Digital Transformation Director
PTC

2:45 pm - 3:10 pm Building An Effective Technical And Soft Skill Development Training Program For Engineers

•Creating an effective technical training program using a phased approach in order to increase knowledge retention and reduce cost
•Building a coaching and mentoring program to guide skill development of new engineers in the field
•Implementing a Field Service Certification Program to evaluate the skill levels of engineers and identify growth opportunities
•Developing Professional Development training programs to strengthen competency of Field Service Engineers.

Lu Athnos, Operations Manager of Field Service at ABB

Lu Athnos

Operations Manager of Field Service
ABB

3:10 pm - 4:00 pm Interactive Workshop: Roadmap To Success In An Outcome-Based Service Model

Digital transformation is fundamentally changing field service business models. With margins getting tighter, and a hyper-competitive business landscape, digital transformation enables organizations to create profitable new channels – shifting from the traditional break-fix model (“we sell you equipment”) to an outcome-based model (“we sell you a result”).  
In order to reap the benefits and opportunities that an outcome based service model delivers, field service organizations must ensure that their business – and their business technology – are oriented the right way, and will best support this new direction. 
Join this session to learn the building blocks you need to deploy in order to set-up an outcome-based service model for success. 
1. See what’s driving digital transformation in the service economy, and what it means for business.  
2. Learn what people, processes, and technology needed for success.
3. Get a step-by-step roadmap on how to begin your outcome-based service model journey. 

Michael Mendoza, Field Service Practice Lead at Hitachi Solutions America

Michael Mendoza

Field Service Practice Lead
Hitachi Solutions America

2:45 pm - 3:10 pm Determining Which KPIs Drive The Right Performance Improvements

•Knowing how to measure your team to really drive growth
•Identifying what is truly going to move performance forward
•Ensuring you are improving performance, not just improving the indicator
•Uncovering what software you need to measure NPS

Eric Rivas, Director of Service at Laird Controls

Eric Rivas

Director of Service
Laird Controls

3:10 pm - 4:00 pm Interactive Workshop: Marrying Safety With Operations To Improve Your Bottom Line

•Create a blueprint for improved safety and operational efficiency 
•Understand how to harness the power of fleet tracking + video
•Identify how to remove productivity blockers and steps to success 

Kevin Kelley, Safety & Health Manager at Smart Care Equipment Solutions

Kevin Kelley

Safety & Health Manager
Smart Care Equipment Solutions

4:00 pm - 4:45 pm Energizer & Networking Break In The Expo

4:45 pm - 5:35 pm Interactive Workshop: Reducing Cost And Increasing Safety With Telematics And Active Vehicle Management


Marco Della Torre, CTO at Derive Systems

Marco Della Torre

CTO
Derive Systems

5:35 pm - 6:00 pm Delivering Growth In Mature Markets

Greg Parker, Director of Services at Thermo King

Greg Parker

Director of Services
Thermo King

4:45 pm - 5:35 pm Interactive Workshop: The Journey From Reactive To Predictive Operations – A Case Study

This session will feature an Entercoms’ customer speaking to their journey and the challenges they had to overcome to move from being reactive to predictive in their supply chain operations.

Rohit Joshi

SVP Supply Chain Transformation
Entercoms

5:35 pm - 6:00 pm Big Changes With Minimum Resources - Transforming The Small Or Mid-Sized Service Organization

According to data from the Census Bureau’s Annual Survey of Entrepreneurs, there were 5.6 million employer firms in the United States in 2016.  Firms with fewer than 500 workers accounted for 99.7 percent of those businesses.
The stark reality is that the vast majority of service departments do not have the luxury of the budgets, technician scheduling flexibility, and resources that large companies enjoy.  The dynamics of change and optimization are much different for typical small- and mid-sized companies, who may have “tens” of technicians, or even a “handful”, as opposed to hundreds or thousands.  
However, there is still much that the managers of small service organizations can do – leveraging tools and approaches that may be developed with large companies in mind, but being wise about which projects to take on.  It is possible to stretch your dollars and resources, by choosing a few top-impact initiatives, software and changes in a carefully managed approach with realistic timelines.  Driving change in small service organizations is not only possible, but also as much a necessity for these numerous small and mid-sized firms as for the industry titans.

Jay Kriner, Service Manager at Conair

Jay Kriner

Service Manager
Conair

4:45 pm - 5:35 pm Interactive Workshop: On Time & Under Budget: Finding Project Management Success With Field Teams

Managing important projects is hard enough – but when your team members work across town or across the country, it can be even harder. Wherever they are, your field teams need all the latest project details to do their work effectively and safely. So how can you keep your teams in the field as up-to-date as those in the office?

Join us for a hands-on workshop and walk away knowing how to:

• How to quickly start on your own from nothing to build a customized app (no tech skills needed)
• Track critical project information such as customer data, equipment, change orders, and more
• Instantly view your app across all mobile devices for asset tracking, time cards, and incident reporting
• Share real-time data on dashboards customizable by role for better decision-making
• Make changes on the fly as business needs change

Peter Rifken

Senior Solutions Engineer
Quick Base

Eric Ogilvie

Senior Solutions Consultant
Quick Base

Wes Jenkins

Senior Solutions Consultant
Quick Base

6:00 pm - 7:30 pm Havana Nights Cocktail Reception

Sponsored By Hitachi Solutions
We’ll be “traveling” much further south to Havana for tonight’s entertainment. Slow down to island pace, feel the heat, and enjoy a night of Cuban food, dance, and fun. 

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