Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL

1.888.482.6012

Tuesday, August 28 | Day Two: Digital Solutions To Achieve Customer Success

7:15 am - 8:00 am Networking & Breakfast In The Exhibit Hall

7:00 am - 8:00 am Women In Service Private Breakfast

8:00 am - 8:05 am Welcome Remarks & Ice Breaker

8:05 am - 8:20 am Chairperson’s Opening Address

  • Technology is helping transform equipment reliability, but to truly unlock the power of IoT, organizations need to pair them with best-in-class people and customer service.
  • Learn how the latest IoT technology is turning powerful insights and advanced building analytics into actionable outcomes.
  • Discover how new elevator service delivery models can make day-to-day building management easier and more transparent. 
  • Learn how real-time access to facts, figures and maintenance and equipment performance data can enhance building management. 
  • Discover how remote monitoring has enhanced service by anticipating and resolving problems before they occur – resulting in maximum reliability.
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Jeremy Rainwater

Senior Vice President, USA
Schindler Elevator

8:40 am - 9:20 am PANEL: Balancing Cost of Service With First Time Fix And Customer Satisfaction

Fred Walkover - Vice President, Operations – Mid-Atlantic, Altice USA
  • With competing KPIs, how should you prioritize and make decisions?
  • Being agile enough to respond to market conditions
  • Determining what an ideal balance is for your organization
  • Having the right software, tools, and processes in place to achieve the best balance
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Fred Walkover

Vice President, Operations – Mid-Atlantic
Altice USA

9:20 am - 9:40 am Increasing Client Retention With An Effective Customer Success Program

  • Determining the best make up of customer success: sales, service, its own, a combination
  • How can each department work best together and have aligned goals and objectives?
  • Doing enough proactive work to ensure continual contract renewals
  • Measuring the effectiveness of your customer success program

9:40 am - 9:50 am HELP HUDDLE: Leveraging AI And IoT For Customer Success

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.

9:50 am - 10:35 am Coffee & Chill: Games & Networking In The Exhibit Hall

10:35 am - 10:55 am Transforming Field Service With An Agile Workforce

Field Service organizations are experiencing increased demands from both customers and internal company leadership. Customers want less downtime and complete visibility into service activities and equipment performance. Manufacturers now depend on service operations to generate more revenue and profits. Service leaders are in the middle of a tug-of-war between providing an extraordinary service experience for each customer and being more efficient, productive and profitable.

Thankfully technology innovations and the emergence of an agile workforce, provide a solution. In this keynote, we will explore the drivers, challenges and benefits of a radically transformed service workforce strategy, and examples of companies that have experienced dramatic results.

  • Own the customer touch point throughout the service lifecycle.
  • Scale your services business beyond your traditional boundaries.
  • Drive new leads and opportunities to grow service and parts revenue
  • Achieve a step change in NPS

10:55 am - 11:15 am Critical Elements in Effectively Managing a Complex, Diverse, Mixed Fleet

Tom May - Vice President, Fleet Operations, CRH Americas Materials
CRH Americas Materials Company has grown by the collection of 64+ highly successful companies acquired within the building materials industry. The different strengths of these companies offer a distinct competitive advantage for CRH, but with this advantage brings a highly diverse culture with different systems and ways that mobile equipment can be managed. Tom was brought in to help pull these fleet operations together. Over the past seven years, he has learned that four Critical Elements are key to the success of any mobile fleet management. He’ll share these critical element with you and provide an understanding of how to carry them out in your organization, including:

  • Identifying and capturing key data 
  • Establishing a fundamental structure
  • Identifying the unique role equipment managers must play
  • Executing fundamental processes
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Tom May

Vice President, Fleet Operations
CRH Americas Materials

11:15 am - 11:35 am Solving For The Customer’s Desired Outcome – Proven Practices On How To Listen, Understand And Engage With Your Customers

We know the data tsunami is here, that B2B is increasingly influenced by B2C engagement approaches, and that customer satisfaction is essential for long term success. Even understanding all of these concepts, we are still trying to solve the same underlying issue: the customer’s desired outcome. Before you can do this, however, you need to listen to what customers are saying, both through implicit (data and digital behaviors) and explicit (product and service usage) means. Join us for a discussion to learn how we’ve helped clients listen and engage to build better customer journeys.
Interactive small-group roundtable discussions. Pick the topics that will give you the most impactful tools to hit your goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.

Choose 2 (30 minutes each)

#1 Making Digital Transformation Real: How To Achieve All 4 Stages Of Transformation
David D. Douglas, VP Service Management, Scientific Games
David F. Giannetto, COO, Astea International

#2 Enterprise AR: Delivering On Its Promise With ROI
David Nedohin, Co-Founder And President, Scope AR

#3 Bridging The Talent Gap – Unique Ways Field Service Organizations Are Transforming Their Workforce
Jeff Bonnell, VP Industry Solutions, Coresystems Software USA

#4 Lessons Learned Around The Enterprise Deployment Of Augmented Reality
Scott Sobera, SVP Sales, Help Lightning

#5 Optimize Service Knowledge Management To Maximize Service Profitability
Andrew Thomas, Product Manager, Field Service Management, Mize
Joshua Russell, Project Business Analyst – Global Technical Service Projects, AGCO

#6 Solving For The Customer’s Desired Outcome
David Lopes, Senior Director, Design & Customer Innovation, ServiceSource

#7 Quickly Create Digital Applications For Real-Time Field Service Operations
Blaine Mathieu, Chief Product Officer, VANTIQ

#8 Monetizing Connected Devices – The New Model For Services
Mike Shields, Former Services Executive in Fortune 500 Manufacturing, Founding Partner & Industry Strategist, eLogic

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Joshua Russell

Project Business Analyst – Global Technical Service Projects
AGCO

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Blaine Mathieu

Chief Marketing and Product Officer
VANTIQ

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Mike Shields

Founding Partner & Industry Strategist
eLogic

12:35 pm - 1:35 pm Lunch

Track A: Digitization

1:35 pm - 1:45 pm Chairperson’s Afternoon Address

Track B: Service Innovation

1:35 pm - 1:45 pm Chairperson’s Afternoon Address

Track C: Heads Of Service Mastermind – By Invite Only

1:35 pm - 1:50 pm Chairperson’s Opening Remarks & Mastermind Participant Introductions

An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting for an entire afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward. 

This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $1 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

1:35 – 1:50
Chairperson’s Opening Remarks & Mastermind Participant Introductions

1:50 – 2:25
Roundtable #1: Using IoT Data Analytics To Establish Product And Process Quality Imperatives
Tanneshia Kirby, EVP Quality, thyssenkrupp Elevator

2:25 – 3:00
Roundtable #2: Recruiting And Onboarding For Service
Margie Custin, Head of Service, Mettler-Toledo

3:00 – 3:35
Roundtable #3: What Is A Digital Service Strategy
W. Christopher Bade, VP & General Manager, Global Service, L3 Security & Detection Systems

1:45 pm - 2:05 pm Building Trust With Your Customers To Leverage IoT Across A Higher Percentage Of Products

  • Discuss the best ways to educate your customers on IoT and connected products
  • What are the current adoption rates of IoT across in your industry – what’s industry standard? 
  • What are some of the things you are doing to demonstrate to your customers how uptime can improve with connected products
  • What are some of the concerns or objections to connected products
  • Have you considered adjusting service pricing to account for the use of remote connectivity

2:05 pm - 2:25 pm Pitfalls to Avoid on Your Field Service Transformation Journey

Karen Mehal - Vice President, Field Service Lightning, Salesforce Service Cloud
Today's field service leaders understand the need to transform their service organizations and embrace the latest innovations. But what does that mean for your business/organization and where do you start? Join us to discuss the unique challenges that interfere with service innovation. Understand how companies are embracing the latest field service technologies to drive innovation and modernize their service organizations, while meeting customer expectations.
  • Define the latest innovations and trends that impact your field service organization
  • Learn how innovators, like you, are overcoming challenges and continuing to modernize field service
  • Master the latest field service innovations and the implications and impact for your business
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Karen Mehal

Vice President, Field Service Lightning
Salesforce Service Cloud

  • Empowering your team to make the right decisions
  • Giving your team the authority to take necessary action to best serve your customers
  • Building leadership training programs into the training schedule
  • Determining how best to make cultural shifts
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Allen Filson

Director, Professional Services – Production Printing Solutions
Canon Solutions America

2:05 pm - 2:15 pm Innovation Spotlight


2:15 pm - 2:25 pm Innovation Spotlight


1:50 pm - 2:25 pm Roundtable #1: Using IoT Data Analytics To Establish Product And Process Quality Imperatives

Tanneshia Kirby - Executive Vice President, Quality, thyssenkrupp Elevator
An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting for an entire afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward. 

This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $1 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

1:35 – 1:50
Chairperson’s Opening Remarks & Mastermind Participant Introductions

1:50 – 2:25
Roundtable #1: Using IoT Data Analytics To Establish Product And Process Quality Imperatives
Tanneshia Kirby, EVP Quality, thyssenkrupp Elevator

2:25 – 3:00
Roundtable #2: Recruiting And Onboarding For Service
Margie Custin, Head of Service, Mettler-Toledo

3:00 – 3:35
Roundtable #3: What Is A Digital Service Strategy
W. Christopher Bade, VP & General Manager, Global Service, L3 Security & Detection Systems
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Tanneshia Kirby

Executive Vice President, Quality
thyssenkrupp Elevator

2:25 pm - 3:05 pm PANEL: Identifying The Quickest, Easiest Path To Effective Service Automation

Joe Hart - Senior Vice President, Corporate Improvement, Goodman Networks
  • Considering the speed of change and ease of implementation as you make technology and process decisions
  • Exploring the best tools for service automation in order to get more work done without increasing headcount
  • Implementing change effectively
  • Generating data and keeping it up to date in order to drive your business decisions
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Joe Hart

Senior Vice President, Corporate Improvement
Goodman Networks

  • Up-leveling your IoT journey: Gauging where you are at and putting a plan in place to advance capabilities
  • Making useful business and customer decisions from your connected data
  • Using your data to validate and adapt maintenance schedules, customer experience, and revenue generation
  • Ensuring you are fully leveraging IoT to enhance service
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Gerard Hwang

Director, Service Marketing
Emerson Automated Solutions

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Craig Bruns

Vice President, Customer Support
Crown Equipment Corporation

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Matt Gates

Vice President, Energy Management Services & Solutions
Trane

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Mike Shields

Founding Partner & Industry Strategist
eLogic

2:25 pm - 3:00 pm Roundtable #2: Recruiting And Onboarding For Service

Margie Custin - Head of Service, Mettler-Toledo
An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting for an entire afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward. 

This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $1 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

1:35 – 1:50
Chairperson’s Opening Remarks & Mastermind Participant Introductions

1:50 – 2:25
Roundtable #1: Using IoT Data Analytics To Establish Product And Process Quality Imperatives
Tanneshia Kirby, EVP Quality, thyssenkrupp Elevator

2:25 – 3:00
Roundtable #2: Recruiting And Onboarding For Service
Margie Custin, Head of Service, Mettler-Toledo

3:00 – 3:35
Roundtable #3: What Is A Digital Service Strategy
W. Christopher Bade, VP & General Manager, Global Service, L3 Security & Detection Systems
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Margie Custin

Head of Service
Mettler-Toledo

3:05 pm - 3:25 pm IoT Implementation For Small And Medium Businesses

  • Explaining why IoT has become a lot more assessable for non-enterprise organizations
  • How should SMBs approach IoT to gain the greatest traction from this technology?
  • Sharing case studies and do’s and don’ts for effective IoT implementation

3:05 pm - 3:25 pm Improving Machine Availability With Secure Remote Monitoring

Thomas Maiello - Director, Global Product Support, Smith's Detection
Thomas is responsible for global product support and training for airport screening and security equipment (large, complex, customer-owned capital equipment) installed and serviced in airports throughout the world. Support includes NPI, design for service/design for support, customer test center support, technical support and product support, field escalations, and Leading Edge Services, an innovative services approach designed to improve machine availability, reduce customer down-time, and reduce service costs.
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Thomas Maiello

Director, Global Product Support
Smith's Detection

An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting for an entire afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward. 

This session is by invitation only, limited to only 30 heads of service (Presidents, SVPs, and General Managers) from the world’s leading organizations (with more than $1 billion in annual revenue). To request your invitation to this exclusive function, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

1:35 – 1:50
Chairperson’s Opening Remarks & Mastermind Participant Introductions

1:50 – 2:25
Roundtable #1: Using IoT Data Analytics To Establish Product And Process Quality Imperatives
Tanneshia Kirby, EVP Quality, thyssenkrupp Elevator

2:25 – 3:00
Roundtable #2: Recruiting And Onboarding For Service
Margie Custin, Head of Service, Mettler-Toledo

3:00 – 3:35
Roundtable #3: What Is A Digital Service Strategy
W. Christopher Bade, VP & General Manager, Global Service, L3 Security & Detection Systems
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W. Christopher Bade

Vice President & General Manager, Global Service
L3 Security & Detection Systems

3:25 pm - 4:10 pm I Scream For Ice Cream: Games & Networking In The Exhibit Hall

Interactive small-group roundtable discussions. Pick the topics that will give you the most impactful tools to hit your goals. Through facilitated discussion you’ll tap into the collective expertise of 10 – 12 of your executive peers. Be in charge of what you learn and ask the questions you want answered.  Choose 2 (30 minutes each).

#1 Exploring The Benefits And Detriments Of Open Source Data Analytics Tools
Christina Gray, Director, Service Readiness & SMA Operations, Patient Care and Monitoring Solutions, Philips Healthcare

#2 Spare Parts Management In A Connected, Automated World
Brian Dowler, VP Aftermarket Services, Conair

#3 Technician Metrics To Drive Performance And Customer Satisfaction
Fernando Cardoso, Services General Manager, NCR

#4 Why Break/Fix Is Not Good Enough. Shifting Your Entire Focus To Achieving Customer Business Outcomes
Govind Sundararajan, Director of Service, Rockwell Automation

#5 Recruiting More Women In Field Operations To Fill The Need For Available Tradespeople 
Dot Mynahan, Director of Field Operations, Otis Elevator

#6 Making Useful Business Decisions And Customer Decisions From Your Connected Data
Matt Gates, VP Energy Management Services and Solutions, Trane

#7 Digital Solutions With IoT Technology To Improve Uptime, Speed, And Yield
Bob Horton, Director, Southern Operations, US Service, ABB

#8 So Long PDFs. Hello Critical Knowledge At Your Fingertips
Mary Proud, Product Support Specialist, BlueCrest

#9 Evolving The Structure Of Your Technical Support Team
Idella Johnson, Product Support Engineer, BlueCrest

#10 Product Reliability Reporting – Fact Or Fiction
Melissa Girt, Controller & Director, Global Technical Service Operations, AGCO

#11 Best Practices In Third Party Service Provider Management
Nick Rossetti, SVP In-Home Services, Dish Network

#12 Connecting The Dots From Industrial IoT To Executive Metrics
Ralph Rio, Industrial IoT Expert, Arc Advisory Group

#13 Recruiting, Onboarding, and Retaining Top Talent in a Digitally-Focused Service Landscape
Sarah Wright, Director, Support Services, SaaS, ResMed

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Christina Gray

Director, Service Readiness & SMA Operations – Patient Care & Monitoring Solutions
Philips Healthcare

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Brian Dowler

Vice President, Aftermarket Services
Conair

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Fernando Cardoso

General Manager, Service
NCR

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Dot Mynahan

Director, Field Operations
Otis Elevator

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Matt Gates

Vice President, Energy Management Services & Solutions
Trane

Idella Johnson

Product Support Engineer
BlueCrest

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Melissa Girt

Controller & Director, Global Technical Service Operations
AGCO

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Nick Rossetti

Senior Vice President, In-Home Services
Dish Network

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Ralph Rio

Vice President
ARC Advisory Group

5:10 pm - 6:10 pm Game, Set, Match, Party Cocktail Reception

The US Open will be in full swing – you can leave your racket at home, but bring your game face. It’s sure to be a Grand Slam!

6:10 pm - 6:10 pm Day Two Concludes