Field Service Amelia Island 2020

August 17 - 19, 2020

The Ritz-Carlton Amelia Island, FL

Day Three: Leadership & Service Revenue Generation

8:00 am - 8:30 am Networking & Breakfast

8:30 am - 8:45 am Chairperson’s Opening Address

Jeff Wald, President and Co-Founder at WorkMarket

Jeff Wald

President and Co-Founder
WorkMarket

8:45 am - 9:05 am Inspirational Leadership And Its Impact On Service Growth


Ira M. Busman, VP Customer Service at Okuma America

Ira M. Busman

VP Customer Service
Okuma America

9:05 am - 9:25 am eCommerce Project Highlight: Enabling Parts & Service Sales


Brandy Moore, VP Global Service and Aftermarket, Global Sign & Graphics at Gerber Technology

Brandy Moore

VP Global Service and Aftermarket, Global Sign & Graphics
Gerber Technology

9:25 am - 9:45 am Effective Change Management For Ongoing Success

•Assessing where the industry currently stands in relation to proactive service to benchmark your organization
•Uncovering the biggest hurdles to proactive services and how to get over them
•IoT, machine learning, and data: How to most effectively leverage these tools
•Building a 3 – 5 year plan that moves toward proactive service
Charles Hughes, Vice President, Technical Site Services at Acuative

Charles Hughes

Vice President, Technical Site Services
Acuative

•With the rapid evolution of technology and the services industry, change management will likely be a priority for the rest of your career
•Establishing the outcomes you want to achieve with your change management program
•Outlining the most critical components of an effective change management program
•Sharing cross-industry change management successes and failures
Vincent J. Canino, President & COO at Smardt

Vincent J. Canino

President & COO
Smardt

Allen Filson, Director, Professional Services at Canon Solutions America

Allen Filson

Director, Professional Services
Canon Solutions America

Nicole T. Carter, AVP of Customer Care at Chesapeake Utilities Corporation

Nicole T. Carter

AVP of Customer Care
Chesapeake Utilities Corporation

James Joyner, Vice President – Global Operational Excellence at Astec Industries, Inc.

James Joyner

Vice President – Global Operational Excellence
Astec Industries, Inc.

10:25 am - 10:55 am Networking & Refreshments Break

10:55 am - 11:15 am Transitioning From Reactive To Proactive Service


Jiawei Chen, Global Strategic Marketing Manager, Service Business and Customer Experience at SCIEX

Jiawei Chen

Global Strategic Marketing Manager, Service Business and Customer Experience
SCIEX

11:15 am - 11:30 am Case Study Revive: From Reactive To Proactive Service


11:30 am - 12:30 pm Your Generational Management Playbook: Strategies To Make The 5 Generations “Click” Not “Clash” In The Workplace

•Exploring the dynamics of the five generations and their expectations in the workplace 
•The arrival of Gen Z and what it means to your business
•Introducing the framework for multi-generational engagement to drive exception service performance. 
Tom Voirin, Former Director, Software & Service Support at Philips Healthcare

Tom Voirin

Former Director, Software & Service Support
Philips Healthcare

12:30 pm - 1:30 pm Lunch

Small-group roundtable discussions tasked with identifying 5 concrete actions to implement the strategy. Choose 1.

#1 Empowering Your Employees To Enhance Customer Support And Satisfaction
Sarah Wright, Director, Global Customer Support, Healthcare Informatics, ResMed

#2 Service Pricing Best Practices
Sid W. Hite III, COO, NuMoon Technologies

#3 Meeting Customer Intimacy Goals With Enhanced Service Operations
John Pastorik, Senior Territory Service Manager, Southeast Region,  Omnicell

#4 Targeting Mobile Application Enhancements That Drive Savings To The Business
Jon Kent, Manager, Corp Field Service Mobility, Cox

#5 Best Practices For Retaining Top Talent
Wayne Fowler, Jr., National Service Manager, Mettler-Toledo Product Inspection



Sarah Wright, Director, Global Customer Support, Healthcare Informatics at ResMed

Sarah Wright

Director, Global Customer Support, Healthcare Informatics
ResMed

Brian Heaton

Senior Manager, Field Service
Omnicell

Jon Kent, Corporate Manager Field Service and Mobility at Cox Communications

Jon Kent

Corporate Manager Field Service and Mobility
Cox Communications

Wayne Fowler, National Service Manager at Mettler-Toledo Product Inspection

Wayne Fowler

National Service Manager
Mettler-Toledo Product Inspection

Sid W. Hite III, COO at NuMoon Technologies

Sid W. Hite III

COO
NuMoon Technologies

2:30 pm - 2:45 pm Working Groups Report Back

2:45 pm - 2:45 pm Field Service Amelia Island 2019 Concludes