Field Service Amelia Island 2020

August 17 - 19, 2020

The Ritz-Carlton Amelia Island, FL

Day Three: Field Service Leadership


Wednesday, August 19, 2020

Succeeding at Change Management, Talent Recruitment and Retention

7:30 am - 8:30 am Networking & Breakfast

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

8:45 am - 9:05 am Keynote: Shifting from Manual Field Service to Automation: Achieving Efficiency Across you Front’, Back- and Field Offices

Brad Haeberle, Vice President, Solutions and Services, Building Technologies Division at Siemens

Brad Haeberle

Vice President, Solutions and Services, Building Technologies Division
Siemens

9:05 am - 9:25 am Keynote: Challenging the Status Quo: Addressing the Toughest Personnel Challenges


Richard Smith, Vice President Product and Services Division at Komatsu America Corp.

Richard Smith

Vice President Product and Services Division
Komatsu America Corp.

9:25 am - 10:05 am Panel: Change Management Strategies that Will Keep Your People at the Center of Your Business


Steven Zannos, Senior Director, Customer Care at Electrolux Major Appliances NA

Steven Zannos

Senior Director, Customer Care
Electrolux Major Appliances NA

Steve Meyers, Regional Field Support Leader, Diagnostics at IDEXX

Steve Meyers

Regional Field Support Leader, Diagnostics
IDEXX

10:05 am - 10:25 am Keynote: Measuring Against Tomorrow: Optimizing Field Labor through Digitization


Mike McElrath, President at EMCOR Facilities Services

Mike McElrath

President
EMCOR Facilities Services

10:25 am - 10:50 am Networking & Refreshments Break in the Expo Hall

10:50 am - 11:10 am Keynote: Bridging the Gap in Generations: Baby Boomers, Gen-Xers, and Millennials ‎


Charles Hughes, Vice President, Technical Site Services at Acuative

Charles Hughes

Vice President, Technical Site Services
Acuative

11:10 am - 11:30 am Keynote: Harnessing Your Talent’s Passions and Interests to Drive Innovation


Tonya Walley, Regional Vice President, Field Operations at Cox Communications

Tonya Walley

Regional Vice President, Field Operations
Cox Communications

11:30 am - 11:50 am Keynote: Driving Your Service Organization through a Turbulent Change Management Phase


Diana Bricknell, Director, Electric Transmission Operations at Pacific Gas & Electric Company

Diana Bricknell

Director, Electric Transmission Operations
Pacific Gas & Electric Company

11:50 am - 12:30 pm Networking Lunch Break

12:30 pm - 12:50 pm Keynote: Using Talent Evaluation Process to Drive Organizational Values

Vince Canino, President & COO at Smardt Chiller Group Inc.

Vince Canino

President & COO
Smardt Chiller Group Inc.

12:50 pm - 1:10 pm Keynote: Revising Your Talent Recruitment and Resourcing Strategies to Keep Up with Digital Disruption

Sarah Wright, Director, Global Customer Support at ResMed

Sarah Wright

Director, Global Customer Support
ResMed

1:10 pm - 1:30 pm Keynote: Developing Successful Retention and Engagement Programs

Employee engagement is the key to employee retention which, according to the Society for Human Resource Management, is a “key link to customer satisfaction, company reputation and overall stakeholder value”. So what about your internal customers – your technicians? What can you do to ensure their customer satisfaction?
Lien A. Randle, Senior Director, Contracts, Training and Development at Mitsubishi Electric

Lien A. Randle

Senior Director, Contracts, Training and Development
Mitsubishi Electric

1:30 pm - 1:50 pm Keynote: Field Service Engineer - What’s in the Job Description?

Bradley Devine, Senior Director of Operations, IV Solutions at Omnicell

Bradley Devine

Senior Director of Operations, IV Solutions
Omnicell

Luca Sancisi

Senior Manager – Implementation
Omnicell

1:50 pm - 2:30 pm Working Groups

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

1.Elevating Your Customer Experience Programs to the Next Level 
Darlene Gabbard, Director of Technical Services, Henny Penny

2.Loyalty Factor: Retaining Millennials Post-Training
3.Service Demand Forecasting: Planning for the Unplanned to Maintain Optimal Service Levels
4.Winning at Talent Recruitment, Engagement and Retention
5.Balancing Costs and Increasing Service Revenue in a Highly Competitive Marketplace

Darlene Gabbard

Director of Technical Services
Henny Penny

2:30 pm - 3:00 pm Working Groups Report Back

3:00 pm - 3:00 pm Field Service Amelia Island 2020 Concludes