Day 3: WORKING GROUP DAY August 15th, 2024

Join this discussion on Mobile Field Service Management where we’ll discuss how mobile solutions provide real-time updates on job status, onsite support and knowledge sharing and allowing for better coordination and communication between field technicians and the back office. We’ll explore:

• Mobile Tools for Technicians (for scheduling, work order management, inventory tracking, and communication)
• Real-Time Data Access
• Enhanced Customer Interaction
• Efficient Workforce Management
• Technician Knowledge Sharing

Patrick Dell

Field Vice President of Service Operations
Varian Medical Systems

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In today’s fast paced service empowering your field teams with the right knowledge is paramount for achieving optimal performance and customer satisfaction. Whether it’s mobile tools, AR, VR or other video, real-time backend support can minimize the amount of time you need to ramp up your workforce to high levels of performance. This session dives into the latest technologies that can minimize the time it takes to train your younger technicians while providing your customer base with continual service and satisfaction! 

Safety is paramount in any field service operation, and ensuring the well-being of field service technicians is a top priority for every organization. In this session, we will delve into the importance of safety protocols, technology, and tracking mechanisms to guarantee the safety of your field service team.

Key discussion points:

·       The importance of technician safety

·       Identifying hazards and risks

·       Implementing effective safety protocols

·       Leveraging technology for safety

·       Real-time monitoring and alerts

·       Data driven safety improvements

·       Ensuring compliance with safety regulations

Franklin Maxson

Vice President Services
Socomec Group

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Bryan Dardar

Vice President of Service
Exponential Power

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James Ruffalo

Sales Training Manager
CNH Industrial

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Safety is paramount in any field service operation, and ensuring the well-being of field service technicians is a top priority for every organization. In this session, we will delve into the importance of safety protocols, technology, and tracking mechanisms to guarantee the safety of your field service team.

Key discussion points:

·       The importance of technician safety

·       Identifying hazards and risks

·       Implementing effective safety protocols

·       Leveraging technology for safety

·       Real-time monitoring and alerts

·       Data driven safety improvements

·       Ensuring compliance with safety regulations

In the dynamic and technologically advanced field service landscape, the success of field service operations is intricately tied to the capabilities of its engineering teams. This panel discussion brings together industry experts, seasoned mentors, and training specialists to dissect the strategies, challenges, and best practices in training and mentorship programs that contribute to the continuous development of field service engineers.

Key Topics to be Explored:

Tailored Training Programs:

Crafting customized training programs that address the unique needs and skill sets required for field service engineers.

Leveraging hands-on training, simulations, and virtual learning environments for effective skill development.

Mentorship Dynamics:

The pivotal role of mentorship in accelerating the learning curve for field service engineers.

Insights into successful mentorship structures and strategies for pairing mentors with mentees.

Technological Proficiency:

Adapting training modules to keep field service engineers abreast of the latest technologies.

Strategies for fostering a culture of continuous learning to address the evolving demands of the industry.

Soft Skills and Customer Interaction:

Recognizing the importance of soft skills in field service, including communication, problem-solving, and customer interaction.

Incorporating interpersonal skills training to enhance the overall service experience for customers.

Measuring Training Effectiveness:

Developing key performance indicators (KPIs) to evaluate the success and impact of training and mentorship programs.

Strategies for feedback loops and continuous improvement in training initiatives.

James Price

US Senior Service Manager
Signode Reliability Services

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In the fast-paced and ever-evolving field service industry, leadership plays a pivotal role in steering teams toward success. This session brings together seasoned leaders, industry experts, and leadership scholars to dissect the essence of effective leadership, offering valuable insights and actionable strategies for inspiring and driving excellence in field service operations.

Travis C. McBride

Director of Operations
Alliance Material Handling

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As the skill sets of today’s workforce evolves it’s vital to think outside of the box when it comes to attracting specific skill sets that fit your organization’s needs. Tis interactive working group will discuss:

• Understanding talent expectations
• Crafting compelling recruitment strategies
• Building a positive employer brand
• Tailoring training and development programs
• Creating a supportive work environment
• Implementing competitive compensation packages
• Leveraging technology for talent management

Jim Wardle

Director of Service
CEIA USA, LTD

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Hear how FS Executives manages varied priorities for the greatest outcome. Learn how to integrate key initiatives across Operations, Applied Engineers, Quality Control and Compliance.

This session will provide a detailed examination of a real-world case, offering insights and strategies for integrating departments to create a more cohesive and agile field service team.

In the ever-evolving landscape of service delivery, the true differentiator lies in the skills and expertise of your workforce. Join us as we delve into strategies for cultivating a skilled workforce that transforms service resolution into a center of excellence

Need more insight on a specific topic? Were you not able to attend all the sessions on the program you meant to? This session is for you. Join this session to get insight on any of your remaining questions that you still need addressed. Our panel of service leaders will take questions on any topics still on your checklist. This is your last chance to return to the office with the insights you came to dig deeper into. We’ll send you on your way with a head-full of actionable ideas and strategies, until we meet again!