Field Service Amelia Island 2018

August 27 - 29, 2018

The Ritz-Carlton Amelia Island, FL


Monday, August 27 | Day One: Building World-Class Service Operations

7:00 am - 8:00 am Registration & Breakfast In The Exhibit Hall

8:00 am - 8:15 am Welcome Remarks & Ice Breaker

Sara Mueller, Portfolio Director, Program Development,Field Service Events

Sara Mueller

Portfolio Director, Program Development
Field Service Events

8:15 am - 8:35 am Chairperson's Opening Remarks

Stacey Epstein, Chief Executive Officer,Zinc

Stacey Epstein

Chief Executive Officer

8:35 am - 8:55 am Smart Elevators And Predictive Maintenance - From Reactive To Proactive And Predictive

Yonni Hoffman, Head of Lodging Service Business,KONE Americas


Yonni Hoffman

Head of Lodging Service Business
KONE Americas

  • Determining the best ways to monitor and manage customer satisfaction and NPS
  • Deciding how to manage competing KPIs
  • Assessing different software and platforms that can help you capture customer experience insights
  • Implementing insights into your operations for better customer success

Bob Latvis

Regional Vice President, Technical Operations
Comcast Cable


Tony McGraw

Vice President, Central Operations – North American Building Solutions
Johnson Controls


John Liebig

Vice President, Field Service & Technical Support


Rod Johnson

Head of Service & Direct Sales Operations
Farmers Insurance


Marlene Kolodziej

Associate Vice President, Service Delivery
Northwell Health

Very soon we’ll be announcing the speaker who will share with you lessons learned from enterprise deployment of augmented reality.

Ron Pellegrini

Vice President & Head of Field Service LD/POC
Siemens Healthineers

10:00 am - 10:20 am Shifting The Service Technician Selling Paradigm: Can Service Technicians Be Trained And Incentivized To Successfully Sell Service?

Bob Sucaet, Vice President, Global Flow Lifecycle Services,Emerson Automated Solutions
  • Identifying best practices to shift the thinking in your organization toward a culture of Service-Technician-driven sales
  • Defining the Purpose or your Technicians role
  • Introducing the idea of technicians selling in the field to your organization
  • Training technicians to help customers buy needed service
  • Knowing what, and more importantly, what not to emphasize in technician training to promote seamless service selling

Bob Sucaet

Vice President, Global Flow Lifecycle Services
Emerson Automated Solutions

10:20 am - 10:40 am So I Have All This Data, Now What Can I Do With It?

David Bochenski, Chief Technology Officer,Cognito iQ
The pace of new technology appearing on the market continues to accelerate, and the amount of data organisations are capturing is growing exponentially. It’s often still the case however that businesses struggle to keep pace with the advances in technology, and are routinely frustrated by their ability to leverage the data to achieve actionable business outcomes.

During the keynote David will be discussing how business can use the power of cloud native technology to:

  • Understand what’s really going on in their workforces
  • Use machine learning techniques to unlock insights into better performance
  • Leverage IoT telemetry to gain efficiencies in your service operation
  • Use A/B techniques in real time to ‘out learn’ your competition

David Bochenski

Chief Technology Officer
Cognito iQ

10:40 am - 10:50 am HELP HUDDLE: Business Model Transformation To Selling Outcomes And Uptime

Quick 10-minute ice breaker. You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the most important topics of the conference.

10:50 am - 11:35 am Orange Crush: Games & Networking In The Exhibit Hall

11:35 am - 12:35 pm Interactive Workshop A: Winning Strategies For Making Digital Field Service A Reality And Not Just A Dream – And How Your Business Model Will Transform In The Process

Nikki Bishop, Head of Global Field Service & Digital Operations,Siemens Edward Morris, Head of Digital Operations, Power Generation Service,Siemens
  • Tackling the challenge of digital transformation of field service – getting buy in, delivering and driving sustainable change 
  • Leveraging digital technology to support service business model evolution 
  • Workforce enablement of personnel within your business
  • Workforce enablement of customers to be more efficient within their operations also how the enablement allows for more seamless interaction/collaboration of internal and customer personnel
  • Talent management techniques to support your digital workforce - handling the generational concerns, young early adopters vs. experienced traditionalists…we need both equally

Nikki Bishop

Head of Global Field Service & Digital Operations


Edward Morris

Head of Digital Operations, Power Generation Service

11:35 am - 12:35 pm Interactive Workshop B: Moving More Services To The Cloud For Further Automation And Better Customer Service

Michael Johnson, Global Director, Commercial Services,Smiths Medical
  • Examining what’s holding you back from expanding more into the cloud
  • Overcoming data and security issues
  • Putting a plan in place for cloud expansion
  • Measuring the effectiveness of your automation and customer service functions in the cloud

Michael Johnson

Global Director, Commercial Services
Smiths Medical

11:35 am - 12:35 pm Interactive Workshop C: Customizing Data Analysis For Territory And Dispatch Design

Greg Burcham, Head of Service Effectiveness,MilliporeSigma
  • Exploring different ways of using tools available to look at data in a fresh light
  • Identifying reporting limitations on FSM software and alternative workarounds
  • Customizing pivot tables and Excel for analysis
  • Sharing a territory management case study example

Greg Burcham

Head of Service Effectiveness

12:35 pm - 1:35 pm Lunch

Customer expectations have greatly evolved from the days when meeting an SLA or a schedule window was good enough to keep the customer happy. Nowadays, many companies deal with assets and equipment that are mission critical to the customer’s business and downtime is not acceptable. In this workshop, we will explore the new landscape where service organizations are challenged to optimize their entire process - from real-time fault prediction to sending the right technician with right skills, the right parts, and the critical knowledge, in order to solve the problem on the first visit. Failure is not an option.

Shahar Chen

Chief Executive Officer & Co-Founder


Assaf Melochna

Chief Operating Officer & Co-Founder

1:35 pm - 2:35 pm Interactive Workshop E: Driving Profitability And Utilization For Your Service Organization

Patrice Eberline, Vice President, Global Customer Transformation,ServiceMax from GE Digital
Global service organizations are challenged to think strategically when it comes to increasing revenue, profitability and customer experience. Join Patrice Eberline, the authoress of “Diamond in the Rough”, to learn how your service organization can became a world class organization and deliver profitability consistently by reducing cost and driving up utilization and customer upsells.

Patrice Eberline

Vice President, Global Customer Transformation
ServiceMax from GE Digital

1:35 pm - 2:35 pm Interactive Workshop F: Avoiding Costly Mistakes When Implementing A New Augmented Reality Support Program

  • Debating the benefits vs. detriments of the hardware and software that will support your AR strategy
  • Learning what AR pilot programs are revealing about the best ways to use this technology for remote troubleshooting
  • Establishing a strategy to avoid costly mistakes for AR implementation while still taking full advantage of this technology that is revolutionizing field service

2:35 pm - 3:35 pm Interactive Workshop G: Increasing Automation And Productivity With Robotization

  • Exploring how organizations are leveraging robotization for service
  • Where bots are creating the greatest impact on customer satisfaction
  • Using bots for memory nudging and to get answers to your team quickly
  • Measuring the effectiveness of your robotization strategy

2:35 pm - 3:35 pm Interactive Workshop H: Demand Forecasting And Capacity Planning Best Practices

  • Analyzing your current demand forecasting and capacity planning strategy to identify areas for improvement 
  • Outlining the key elements of successful demand forecasting and capacity planning
  • What tools can help you achieve your goals most effectively?
  • Measuring the effectiveness of your capacity planning program

2:35 pm - 3:35 pm Interactive Workshop I: Uncovering Service Revenue Opportunities You Are Missing In Your Install Base

  • Knowing who to call, what to call them for, and when to call them, so you are proactively selling to your customer base
  • Examining different service selling methodologies like Land and Expand and SWARM thinking models
  • Are you leaving money on the table? Ensuring you are providing all value added services your customers will love
  • As business models shift from selling a product to selling service or an outcome, how can you maximize revenue generation?

3:35 pm - 4:20 pm Monday Madness: Games & Networking In The Exhibit Hall

3:35 pm - 4:20 pm 20 Years of Service Club Bourbon Tasting

An exceptional tasting of premium bourbon to celebrate your dedication to the service industry.

4:20 pm - 5:20 pm Interactive Workshop J: Leveraging A Multigenerational Workforce (With A Special Emphasis On Millennials)

Tom Voirin, Director, Software & Service Support,Philips Healthcare
This workshop will focus on the multi-generational work force in the service sector with a specific emphasis on Millennials. Tom has continued his research in this area and will have new updated information to share with you in August!

Tom Voirin

Director, Software & Service Support
Philips Healthcare

4:20 pm - 5:20 pm Interactive Workshop K: Service Transformation In The Utility Industry

Syd Briggs, General Manager,Steele-Waseca Cooperative Electric
Think back to when someone took an extra unnecessary (but very welcome) step to make your situation better or day brighter. Do you remember how it made you feel? How often do your customers feel this way? When they experience a sense of “magic” from your team, they are much more likely to be satisfied, loyal, and/or make a purchase. But magic doesn’t – poof – just appear. You need to empower your team to become magicians. Syd will share practical examples of magical realism in business, and help you adjust your operations to break the mold, prepare for the unexpected, and establish individual branding.

Syd Briggs

General Manager
Steele-Waseca Cooperative Electric

A facilitated strategy and best practice discussion with up to 20 participants around the nuances of your specific industry, including:  (choose one)

#1 Medical Device
Patrick Dell, Regional Director of Service, Varian Medical Systems

#2 Small & Medium Business (SMB)
Scott Wooden, Field Service Manager, Card-Monroe Corp

#3 HVAC & Construction

#4 Oil & Gas

#5 Telecom
Fred Walkover, VP of Operations, Altice Technical Services

#6 3rd Party Service Providers
Heather Cone, Head of Platform Design, ServiceLive
John Ancona, Senior Director, Operations, ServiceLive

Patrick Dell

Regional Director, Service
Varian Medical Systems


Scott Wooden

Field Services Manager
Card-Monroe Corp.


Fred Walkover

Vice President, Operations – Mid-Atlantic
Altice USA


Heather Cone

Head of Platform Design


John Ancona

Senior Director, Operations

5:20 pm - 6:50 pm Puttin’ On The Ritz Cocktail Reception In The Exhibit Hall

We’re throwing it way back (one hundred years back!). Join us for an evening of glitz and glamour, roaring 20s style.

6:50 pm - 6:50 pm Day One Concludes