Field Service Amelia Island 2020

August 17 - 19, 2020

The Ritz-Carlton Amelia Island, FL

Day Two: Service Business Growth and Monetization


Tuesday, August 18, 2020

Putting the Voice of the Customer at the Heart of Your Service Strategy to Secure Competitive Edge and Profitability

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

7:00 am - 8:00 am VIP Think Tank Breakfast


8:00 am - 8:10 am Welcome Remarks

Antonia Kay, Event Director at Field Service Amelia Island

Antonia Kay

Event Director
Field Service Amelia Island

8:10 am - 8:25 am Chairperson's Opening Address

Sponsors:
IFS


8:25 am - 8:45 am Keynote: Driving Measurable Value for Your Customers


Paul Oliver, Vice President, Customer Services at Airbus

Paul Oliver

Vice President, Customer Services
Airbus

8:45 am - 9:05 am Keynote: Moving from the Voice of the Customer to the Mind of the Customer


Edward Morris, Head of Digital Operations, Power Generation Service at Siemens Energy

Edward Morris

Head of Digital Operations, Power Generation Service
Siemens Energy

9:05 am - 9:25 am Keynote: Creating Value for Customers in a Highly Connected World


Bart Talloen, Vice President Supply Chain Strategy at Johnson & Johnson

Bart Talloen

Vice President Supply Chain Strategy
Johnson & Johnson

9:25 am - 9:45 am Sponsored Keynote

Sponsors:
Aquant
Aquant


9:45 am - 10:25 am Panel: Succeeding in Outcomes-Based Service and Contract Bidding


Byron Clark, Vice President- North America Field Service Operations at 3M Health Care, Medical Solutions Division

Byron Clark

Vice President- North America Field Service Operations
3M Health Care, Medical Solutions Division

10:25 am - 11:10 am Refreshments & Networking Break In The Expo Hall

11:10 am - 11:30 am Keynote: Digitizing Your Scheduling and Dispatching System to Win Customers’ Loyalty


Jamie Beck, Vice President, National Field Service Operations at Peloton

Jamie Beck

Vice President, National Field Service Operations
Peloton

11:30 am - 11:50 am Sponsored Keynote

Sponsors:
ServiceMax
ServiceMax



11:50 am - 12:10 pm The Domino Effect: Keeping Your Employees Happy and Engaged to Create Improved Customer Experiences


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

12:10 pm - 12:30 pm Keynote: Delivering on SLA Promises though a Continuous End-to-End Service Framework Analysis and Improvements


Kathleen Hayes, Senior Director, Operations Strategy at Charter Communications

Kathleen Hayes

Senior Director, Operations Strategy
Charter Communications

12:30 pm - 1:30 pm Lunch

12:30 pm - 1:30 pm Private Lunch

12:30 pm - 1:30 pm Women in Field Service Lunch

*Ladies only
*Limited Availability – pre-event RSVP required

Who Runs the World? Girls! 
Back by popular demand! Ladies, we invite you to meet and network with like-minded female field service practitioners over lunch, make new friends and share your tips and tricks for achieving a healthy work-and-life balance and conquering the world of reverse logistics. Make sure to RSVP in advance!


Track A: Maximizing the Value of Service Data

1:30 pm - 1:40 pm Chairperson’s Afternoon Address

Track A: Maximizing the Value of Service Data

1:40 pm - 2:00 pm Case Study: Embracing Connectivity, Escaping Cybersecurity Threats

Kevin Derr, Head of Data Analytics and Chief Security Officer at Auris Health

Kevin Derr

Head of Data Analytics and Chief Security Officer
Auris Health


Track B: Continuous Improvement and Innovation

1:30 pm - 1:40 pm Chairperson’s Afternoon Address

Track B: Continuous Improvement and Innovation

1:40 pm - 2:00 pm Case Study: Legacy Modernization – Upgrading to Salesforce for Service
Kelly O’Neal, Director of Service at Monteris Medical

Kelly O’Neal

Director of Service
Monteris Medical


Track C: Creative Boardrooms Small Group Networking

1:30 pm - 2:20 pm Creative Boardroom
Sponsors:
Salesforce



2:00 pm - 2:20 pm Sponsored Presentation

Sponsors:
Zinier
Zinier, Inc.


2:00 pm - 2:20 pm Sponsored Presentation


Dan Kelly, Director, Field Service at Hunter Douglas

Dan Kelly

Director, Field Service
Hunter Douglas

Craig Bruns, Vice President, Customer Support at Crown Equipment Corporation

Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

Stan Porchia, Director, Field Service Operations Canada at Swisslog Healthcare

Stan Porchia

Director, Field Service Operations Canada
Swisslog Healthcare


Laura McCarty, Senior Director CX at Cisco

Laura McCarty

Senior Director CX
Cisco

Greg Wilson

Director of Service
Cincinnati Incorporated

Stacy Sherman, Director, Customer Experience and Employee Engagement at Schindler Elevator Corporation

Stacy Sherman

Director, Customer Experience and Employee Engagement
Schindler Elevator Corporation

Nader Bayani

Senior Director, Service & Support
Fluidigm Corporation

2:40 pm - 3:30 pm Creative Boardroom: Extended Field Service: The Dos and Don’ts of Warranty Management


3:00 pm - 3:20 pm Case Study: Becoming a Proactive Service Provider: Leveraging Real-Time Data Analytics to Deliver Improved Customer Experience

Greg Parker, Director of Services at Thermo King

Greg Parker

Director of Services
Thermo King

3:00 pm - 3:20 pm Case Study: Augmented Reality for Field Service: Five Reasons Why You Need to Invest in AR and Wearables Today


Ravi Advani, Director – Field Service Solutions, Digital Workplace Services at Unisys

Ravi Advani

Director – Field Service Solutions, Digital Workplace Services
Unisys

3:20 pm - 4:10 pm Afternoon Refreshment & Networking Break In The Expo

3:20 pm - 4:10 pm Creative Boardroom: Inside Vice President’s Office: Delivering Better Service and Enhanced Customer Experience through Cross-Functional Collaboration and Data-Driven Decision-Making

Join the “Inside Vice President’s Office” creative boardroom to benchmark your leadership strategies,

deliberate on your customer and product data collection successes and failures and develop an action

plan on how to innovate your service model through cross-functional team collaboration and

improved communication with the customer.

Key takeaways include:

- Defining what optimal field service look likes for industry stakeholders and what kind of

transformation is required to achieve service levels that meet each business unit’s objectives

- Establishing data ownership and promoting informed, data-driven decision-making

- Leveraging data and virtual representations of the equipment to maximize benefits created by the

equipment

- Creating win-win partnerships for the customer and the field service provider


*VP service practitioners only

**Limited availability – must RSVP to attend

Josef Kreigmair, Representative Production Turbine Blade / Structure Castings at MTU Aero Engines AG

Josef Kreigmair

Representative Production Turbine Blade / Structure Castings
MTU Aero Engines AG

4:10 pm - 4:50 pm Guest Speaker: A Peek Behind the Curtain - The Magic of Leadership

Summer Jelinek, Chief Hospitality Officer at Summer Speaks

Summer Jelinek

Chief Hospitality Officer
Summer Speaks

Small-group roundtable discussions: Choose 2 (30 minutes each)

1.Topic to Be Confirmed
ProntoForms

2.Increasing Technician Utilization with Dynamic Scheduling
David Douglas, Vice President Service Management, Scientific Games

3.Encouraging Customer’s Buy-In for Digital Innovation
Laura McCarty, Senior Director, Customer Experience, Cisco

4.Keeping the Culture Strong Throughout Change Management
Kevin Hilbert, CFSP, Manager of Technical Services – North America, Henny Penny

5.An Untapped Source for New Hires: Recruiting More Women into Field Operations Roles
Dot Mynahan, Executive Director, Field Operations, Otis Elevator Company

6.Addressing Independent Contractor and 3rd Party Service Compliance Restrictions
Dan Kelly, Director, Field Service, Hunter Douglas 

7.Cutting Warranty Overheads through Predictive Service
Mike Dixon, Service Support Manager, Hitachi Construction Machinery Loaders America Inc.

8.Efficiency in the Field: Best Practices in Maintenance Scheduling and Geo-Optimization
Paul Hatfield, Field Service Director, CNH Industrial 

Paul Hatfield, Director of Field Service at New Holland North America

Paul Hatfield

Director of Field Service
New Holland North America

David D. Douglas, VP Service Management at Scientific Games

David D. Douglas

VP Service Management
Scientific Games

Laura McCarty, Senior Director CX at Cisco

Laura McCarty

Senior Director CX
Cisco

Mike Dixon, Service Support Manager at Hitachi Construction Machinery Loaders America Inc.

Mike Dixon

Service Support Manager
Hitachi Construction Machinery Loaders America Inc.

Kevin Hilbert, CFSP, Manager of Technical Services – North America at Henny Penny

Kevin Hilbert

CFSP, Manager of Technical Services – North America
Henny Penny

Dot Mynahan, Executive Director, Field Operations at Otis Elevator

Dot Mynahan

Executive Director, Field Operations
Otis Elevator

Bill Pollock, President & Principal Consulting Analyst at Strategies For Growth

Bill Pollock

President & Principal Consulting Analyst
Strategies For Growth

Dan Kelly, Director, Field Service at Hunter Douglas

Dan Kelly

Director, Field Service
Hunter Douglas

6:00 pm - 7:00 pm Networking Cocktail Reception


6:00 pm - 7:00 pm Speaker Faculty Meetup – By Invite Only

7:00 pm - 7:00 pm Day Two Concludes