Field Service East 2024

August 13 - 15, 2024

JW Marriott Orlando Bonnet Creek Resort & Spa, FL

Day 2: August 14th, 2024

Future of Service: Revolutionizing Revenue; Embracing Data and Technology Change in Field Service

8:00 am - 9:00 am Registration and Breakfast

8:00 am - 9:00 am Field Service Advisory Board Breakfast

9:00 am - 9:10 am Program Director Opening Remarks

9:10 am - 9:25 am Chairperson Opening Remarks

9:25 am - 9:45 am KEYNOTE: Leveraging New Tech in Field Service: Strategies For FSE Adoption and Operations Growth

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

Embark on a transformative journey into the future of field service operations in this dynamic keynote session. "New Tech in Field Service: A Holistic View" explores the cutting-edge technologies that are reshaping the field service landscape. Delve into the ways these innovations can empower Field Service Engineers (FSEs) and discover strategies to ensure their enthusiastic embrace of technology for improved operations and revenue generation.

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Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

9:45 am - 10:05 am FIRESIDE CHAT/CASE STUDY: Where To Next: Landing on a Plan to Leverage Emerging Tech For Connected Service Delivery

There are a myriad of technologies and solutions in the market to consider, but a main challenge remains: how do you focus on what to work on next once you’ve begun your search. This session explores the landscape of cutting-edge technologies that are reshaping the way services are delivered and consumed. Join us as we navigate the possibilities, challenges, and next steps for leveraging emerging tech and creating a seamless connected service ecosystem. 

10:05 am - 10:45 am Panel: Build vs Buy: Creating Systems to Support Your Organization and Evaluating In-House and Third-Party Partners

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

In this thought-provoking panel discussion, industry experts will delve into one of the most critical decisions facing field service organizations – whether to build customized systems in-house or leverage third-party partners. The debate between building and buying systems to support field service operations is multifaceted, encompassing factors such as cost, customization, scalability, and long-term sustainability. Join our panel of seasoned professionals as they share insights, best practices, and real-world experiences to guide organizations in making informed decisions that align with their unique needs and strategic goals. Key Takeaways:

  • Understanding the key considerations in the Build vs Buy decision for field service systems.
  • Insights into the pros and cons of in-house development and third-party solutions.
  • Strategies for cost management, customization, scalability, and security in both scenarios.
  • Real-world examples and lessons learned from successful implementations.
  • ROI and Cost Considerations
  • Scalability and Future-Proofing
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Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

10:45 am - 11:25 am Morning Refreshment & Networking Break

Select two topics from our list below and join an in-depth conversation with your peers to share your experience, network, and learn from like-minded professionals sharing the same challenges and interests. These Round Table discussions will take place in two 25-minute rotations.

Table Topics:

Driving Profit in Service - Kevin Hilbert, Director of Customer Services, Henny Penny

New Tools to Measure Performance and Customer Satisfaction - Roger Bias Global Field Operations Process Improvement Manager, Catalina Marketing      

Technology to Leverage AI for Field Service - Travis Myers , Director of Customer/Product Support , JLG Industries

Optimizing Organizations and Operations for Service

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Kevin Hilbert

Director of Customer Services
Henny Penny

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Roger Bias

Global Sr. Director Product Quality & Field Services
Catalina Marketing

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Travis Myers

Director of Customer/Product Support
JLG Industries

12:05 pm - 12:25 pm Field Service Speed Networking

Bring your business cards and join us for an exciting networking experience with our 20-minute Speed Networking Session, where connections are made, ideas are exchanged, and opportunities are unlocked. Designed for professionals seeking efficient and dynamic networking experiences, this session promises a whirlwind of introductions, conversations, and potential collaborations.

11:25 am - 12:25 pm Leadership Develop Networking Group: Nurturing the Future Leaders of Service Excellence – RSVP Required

This leadership and development networking group is tailored for individuals aspiring to lead with impact in service. Whether you’re a seasoned professional looking to share your insights or an emerging leader eager to learn, this session provides a collaborative space to explore, develop and inspire the leaders of tomorrow’s service landscape. Join us and become an integral part of shaping the future of service leadership! Working groups include:

  • Defining service leadership in the modern landscape
  • Cultivating leadership skills: A holistic approach
  • Mentorship and knowledge exchange
  • Innovations in service leadership
  • Leadership in diverse service environments
  • Building a supportive community of future leaders

12:25 pm - 1:25 pm Lunch for All Attendees

12:25 pm - 1:25 pm Private Lunch

Track A Service Innovation Service/Profit Modeling – Increasing Revenue

1:25 pm - 1:35 pm Chairperson Opening Remarks

Track A Service Innovation Service/Profit Modeling – Increasing Revenue

1:35 pm - 1:55 pm Case Study: Empowering Field Service with Passive and Active IoT
Amir Pasdar - Senior IoT Product Manager, Henny Penny

Description: As technology rapidly advances, the integration of passive and active IoT presents a unique opportunity to redefine excellence in field service. This talk will take you on an exploratory journey into how combining the strengths of both passive and active IoT can transform the field service landscape. We'll delve into the integration of direct customer interaction, comprehensive historical datasets, real-time equipment monitoring, and the application of AI for predictive insights. Learn how these innovative approaches can assess the health of commercial equipment, foresee potential issues, and significantly improve customer satisfaction.

 

Key Takeaways:

Proactive Problem Solving: Gain insights into leveraging historical performance data and real-time monitoring to anticipate and resolve issues before they impact the equipment.

Fusion of IoT Technologies: Discover how the fusion of passive IoT with active IoT connectivity can create a cohesive ecosystem for existing equipment paving the way to a connected future.

AI at the Forefront: Investigate the role of generative AI in crafting superior customer experiences, from enhancing service interactions to preempting equipment failures.

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Amir Pasdar

Senior IoT Product Manager
Henny Penny

Track A Service Innovation Service/Profit Modeling – Increasing Revenue

1:55 pm - 2:15 pm CASE STUDY OR FIRESIDE CHAT: Delivering a Seamless User Experience: Designing Products and Solutions That Anticipates The Needs of Your Customers

Embark on a journey to redefine excellence in field service as we explore the art of designing service products and solutions that not only respond but anticipate the unique needs of your customers. Join us for a deep dive into strategies, practical insights, and real-world examples that elevate the field service experience to new heights.

Join us for this session designed for field service professionals who are looking to revolutionize service experiences and improve loyalty and service revenue. 

Track A Service Innovation Service/Profit Modeling – Increasing Revenue

2:15 pm - 2:55 pm Panel: Workforce Optimization: How to Leverage Tools and Strategies to Keep Your Workforce Engaged
Jim Rivest - Vice President of Support Services North/South America, Screen GP Americas Jim Wardle - Director of Service, CEIA USA, LTD Nithin Skaria - Senior Operations Manager Services, Acuity Brands Travis Myers - Director of Customer/Product Support, JLG Industries

In today’s dynamic and competitive work environment, keeping your workforce engaged is essential for achieving success. Engaged employees are more productive, innovative, and committed to organizational goals. This session focuses on workforce optimization, exploring effective tools and strategies to boost engagement and maximize your team’s potential.

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Jim Rivest

Vice President of Support Services North/South America
Screen GP Americas

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Jim Wardle

Director of Service
CEIA USA, LTD

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Nithin Skaria

Senior Operations Manager Services
Acuity Brands

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Travis Myers

Director of Customer/Product Support
JLG Industries

Track B Best Practices for Implementing Technology Tools and Solutions Data Analytics

1:25 pm - 1:35 pm Chairperson Opening Remarks

Track B Best Practices for Implementing Technology Tools and Solutions Data Analytics

1:35 pm - 1:55 pm Case Study: Building vs Buying AI/AR Technology
Len VanderHulst - SVP Global Service, Eppendorf

In today’s rapidly evolving world, the integration of AI and AR has revolutionized field service operations. Companies across industries are harnessing the power of AI/AR to streamline process, enhance efficiency, and deliver exceptional customer experiences.

Join this session to hear insights on what lessons were learned through this implementation and how to make the best decision for your organization.

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Len VanderHulst

SVP Global Service
Eppendorf

Track B Best Practices for Implementing Technology Tools and Solutions Data Analytics

1:55 pm - 2:15 pm CASE STUDY OR FIRESIDE CHAT Predictive Service Mastery: Unleashing Smarter, Faster, Data-Driven Decisions

Dive into the future of service excellence with this session and join us for an immersive exploration of predictive service technologies that empower professionals to make intelligent decisions, act swiftly, and elevate service quality. Discussion includes:

  • Exploring the power of predictive analytics in different field service scenarios and environments
  • Learn how data-driven predictions enable faster and more informed decision-making
  • Discuss the significance of real-time data in enabling rapid service actions
  • Hear real world examples where real-time insights have driven immediate responses and resolutions

Track B Best Practices for Implementing Technology Tools and Solutions Data Analytics

2:15 pm - 2:55 pm Panel: Key Tools for a Profitable Service Organization: Hear How These Organizations Are Applying Data for Better Customer Outcomes
Craig Bruns - Vice President, Customer Support, Crown Equipment Corporation Travis C. McBride - Director of Operations, Alliance Material Handling

Running a profitable service organization requires a strategic and holistic approach. This session delves into the key tactics that can drive financial success and sustainable growth for your service-based business. Whether you are a startup or an established company, join us to learn essential insights from industry experts on optimizing your operations and maximizing profitability. 

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Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

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Travis C. McBride

Director of Operations
Alliance Material Handling

2:55 pm - 3:35 pm Afternoon Networking & Refreshment Break

3:35 pm - 4:15 pm Panel: Revolutionizing Revenue - Embracing Subscription Models for Field Service as a Profit Center

Chad Furphy - Director, Global Technical Service and Service Portfolio, ResMed Len VanderHulst - SVP Global Service, Eppendorf

In this groundbreaking keynote session, attendees will embark on a journey into the future of field service operations—one where service becomes not just a cost center but a thriving profit center. The keynote will illuminate the transformative potential of subscription models in the field service sector, providing strategic insights and actionable takeaways for organizations seeking to shift from traditional service approaches to innovative, subscription-based revenue models. Hear about:

·       How organizations are successfully transitioning to subscription-based service revenue.

·       potential challenges and roadblocks in adopting subscription models.

·       strategies for overcoming resistance and addressing common concerns.

Explore how companies are:

·       Building a Subscription-Centric Culture

·       Customer-Centric Approaches

·       Measuring Success and ROI

·       Future Trends and Opportunities  

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Chad Furphy

Director, Global Technical Service and Service Portfolio
ResMed

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Len VanderHulst

SVP Global Service
Eppendorf

4:15 pm - 4:45 pm Moving The Needle on Effortless Customer Service as a Differentiator: Leveraging Customer Data for Seamless Service Support

Kevin Hilbert - Director of Customer Services, Henny Penny

This session explores methodologies and best-practices on closing the loop with your customer information. Whether it’s AI, IoT, remote technologies the amount of data to examine and turn into actionable strategies can be daunting. In this deep-dive case studies you’ll learn where and how to look for those incremental differences of data that make large impacts on your service organization. Discussion includes:

  • Pulling data-driven customer insights
  • Developing proactive service strategies
  • Providing omni-channel support
  • Data privacy and security
  • How to measure success going forward 
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Kevin Hilbert

Director of Customer Services
Henny Penny

4:45 pm - 6:00 pm Field Service Evening Cocktail Reception

6:00 pm - 6:00 pm Conclusion of Day 2