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 is Vice President of the Solutions and Services Businesses for Siemens Smart Infrastructure, Regional Solutions & Services, Americas. He is currently responsible for the multi-billion-dollar fire, building automation, security, electrical, energy and HVAC portfolio strategy to achieve superior profit, growth, and customer and employee satisfaction goals.


In this keynote, Brad addresses the challenge of cross-functional alignment throughout the digitization process and shares recommendations on how to drive change management initiatives with minimal pushback. Key takeaways include:


-         Demonstrating the value of your million-dollar IT investments in automated dispatching, schedule prioritization, workflow automation and performance management

-         Driving business change and ensuring delivery on business primary objectives in a sustainable way

-         Increasing efficiency with automation while keeping your front, back and field offices aligned around the same goals

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

Brad Haeberle

Vice President, Solutions and Services, Building Technologies Division

9:05 am - 9:25 am Keynote: Bridging the Gap in Generations: Baby Boomers, Gen-Xers, and Millennials ‎

Charles Hughes is an operations management and service delivery expert with more than 20 years of executive experience. Last year, he became the Chief Operating Officer of High Wire Networks, a leading global technical field, professional and cybersecurity services company, to lead its strategic initiatives, program management, processes, integration and service delivery.


Charles joined High Wire Networks after two years at Acuative as Vice President of Technical Site Services. Previously, he held positions as Director of IT Field Services at Walgreens, Director of Field Services at Intrado-Positron and Director of Field Services at Telsource Corporation.


Charles brings his extensive cross-industry experience and discusses the main success for every organization – efficient people management – with a specific focus on bridging the gap between multi-generation employees:


-         Understanding life experiences and how they create differences, and similarities in the generational groups.

-         Key approaches for closing the gaps and creating a unified team.

-         The multi-generational leader and how we need to adjust to the generations and not make them adjust to us.

-         The future of leadership- what happens when Gen Z sits in the C-suite?

Charles Hughes, Chief Operating Officer at High Wire Networks

Charles Hughes

Chief Operating Officer
High Wire Networks

With the rapid evolution of technology and the services industry, change management will likely be a top priority for the rest of your career. Are you prepared for this journey?


-         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 failure

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

Drey Taylor, Director, Field Service at Acuity Brands Lighting

Drey Taylor

Director, Field Service
Acuity Brands Lighting

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

Much of Mike’s business, management, and operations knowledge stems from his 20 years of service in the United States Army. As a Field Grade Officer, Mike spent four years with the 4th Infantry Division, which included two deployments to Baghdad, Iraq. As a Battalion Operations Officer, Mike and his team managed over 250 civic-action projects valued at $300 million in conjunction with the Army Corps of Engineers, the Iraqi government, and several non-governmental organizations.


In his current role, Mike provides leadership and operational oversight for all of EMCOR Facilities Services, instilling continuous-improvement initiatives to promote the execution of one cohesive business across the portfolio of services offered to a diverse customer base. His motto is “Mission First, People Always”, and he joins us to discuss best practices in building the right culture and putting technicians in the best position to successfully accomplish their mission with the help of technology and digitization:


-         Keep it simple…ensure we employ the appropriate tools and systems that deliver the most value and provide the best experience for our customers

-         Invest in preparation and training which builds confidence, drives adoption and enables operational excellence

-         Align incentives…establish the right metrics/scorecards and hold each other accountable 

Mike McElrath, President at EMCOR Facilities Services

Mike McElrath

EMCOR Facilities Services

10:25 am - 10:55 am Networking & Refreshments Break in the Expo Hall

10:55 am - 11:15 am Keynote: Driving Your Service Organization through a Turbulent Change Management Phase

Diana Bricknell is a seasoned professional in technology, telecom, and energy utilities with proven track record in engineering, field operations, program management and business development in the US and from overseas assignments in Europe and Asia. She brings large enterprise and entrepreneurial experience from PG&E, Bechtel, Yahoo, Excite@Home and numerous start-ups in Silicon Valley.


Currently, Diana is the Director of Electric Transmission Operations at PG&E, one of the largest combined natural gas and electric energy companies in the United States serving 5.4 million electric and 4.3 million natural gas customer accounts. In this role, she manages projects and field activities to upgrade and maintain electric grid assets to improve safety for customers and employees, performance and overall system reliability.


In this keynote, Diana shares PG&E’s digitization journey and practical recommendations on ensuring your talent’s buy-in on your change management projects. She will help you:


-         Understand if the new technology investment will really enable the organization to work more effectively or if it’ll turn into wrapping a lot of expensive IT around your current processes

-         Promote team’s understanding of how to take advantage of the new tools and systems to minimize pushback

-         Prevent field service engineers’ from circumventing new systems/technology driven by mistrust or lack of understanding of how it operates

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

Diana Bricknell

Director, Electric Transmission Operations
Pacific Gas & Electric Company

11:15 am - 11:35 am Keynote: Revising Your Talent Recruitment and Resourcing Strategies to Keep Up with Digital Disruption

Sarah Wright is the Director of Support Services, SaaS at ResMed, a 2.6 billion medical device manufacturer offering innovative sleep apnea and respiratory solutions helping patients around the globe live a healthier live and rediscover restful sleep, where she is focused on the end user resupply journey, optimizing ResMed’s support metrics operation to share feedback with product teams on support drivers and end user pain points.


Sarah is a dynamic people leader who believes that engaging, challenging and retaining talent translates into the highest level of patient care, and in this keynote she discusses ResMed’s initiatives aimed at diversifying the company’s talent base and solving the digital skills gap. Key takeaways include:


-         How can you have an impact on the skills shortage?

-         Sizing up the problem and developing a proactive response to the looming skills gap

-         Implementing workforce development programs aimed at reskilling and upskilling employees

-         Looking outside of traditional talent pools and tapping into a base of high-potential and underutilized talent

Sarah Wright, Director, Global Customer Support at ResMed

Sarah Wright

Director, Global Customer Support

11:35 am - 11:55 am Keynote: Using Talent Evaluation Process to Drive Organizational Values

Vince Canino is the President & Chief Operating Officer of the Smardt Chiller Group, the pioneer and world leader in manufacturing high-efficiency, oil-free chillers. Vince has been with Smardt since 2014 and empowers his global team by upholding end-to-end management and cohesion of OEM, controls, service and operational infrastructures in all markets and countries.


In this keynote, Vince discusses the importance of linking business and talent priorities, focusing on the the critical role talent evaluation plays in performance and business growth:


-          “Assigning” importance to field service roles based on the actual value that can be created for the organization

-         Identifying and clarifying critical roles within field service organization to match the right talent to the important roles from the start

-         Getting greater value from your talent review meetings

-         Aligning employees’ development plans with business goals at the company and department level

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

Vince Canino

President & COO
Smardt Chiller Group Inc.

12:00 pm - 1:00 pm Networking Lunch Break

1:00 pm - 1:20 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?

In this keynote presentation, we will look at some simple steps to help improve your internal customers’ satisfaction, engagement and retention:

-         Creating career paths that are enticing for technicians

-         Pay structures, training, and promotions tied to advancement

-         Ensuring your engagement programs are easily communicated and understood by your technicians

-        Exploring other strategies for retaining technicians

Lien A. Randle, Senior Director, Contracts, Training and Development at Mitsubishi Electric

Lien A. Randle

Senior Director, Contracts, Training and Development
Mitsubishi Electric

1:20 pm - 1:40 pm Keynote: Doubling Workforce to Meet the Growing Market Demand

The digital marketplace is ever expanding and forcing the mobile service workforce to evolve and meet the expectations of a customer base that is getting younger every day. The level of service and touchpoints with our customers are being rated against all companies that provide a service in the one-click digital age. Are you ready for this change?


Join Michael Queen for an interactive discussion about:


-         Uberization of service

-         Staffing to support the field

-         Is 100% Uptime Possible?

-         Real time updates   

Michael Queen, Director, Global Customer Support at Luminex Corporation

Michael Queen

Director, Global Customer Support
Luminex Corporation

1:40 pm - 2:10 pm Keynote: Field Service Engineer - What’s in the Job Description?

According to 2018 global research by Manpower Group, skilled trade positions, particularly technicians and engineering roles, are the hardest to fill. As a field service executive, you clearly realize the full scale of this challenge. But have you ever considered redefining the way you hire your FSEs, the recruitment channels you use and how the job description may be revised to attract talented employees?


Join Bradley and Luca for an overview of:


-         The evolution of the FSE role and why some medical device companies are “rewriting” their vacancy descriptions?

-         How a step away from a classic FSE profile may be your step closer to having great talent on board?

-        How can you make FSE jobs more attractive to the millennials?

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

Bradley Devine

Senior Director of Operations, IV Solutions

Luca Sancisi

Senior Manager – Implementation

2:10 pm - 3:00 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 at Henny Penny

Darlene Gabbard

Director of Technical Services
Henny Penny

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

3:30 pm - 3:30 pm Field Service Amelia Island 2020 Concludes