Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL


Wednesday, August 29 | Day Three: Culture, Tools, And Team: Contributing To The Next Generation Of Service Success

7:45 am - 8:15 am Networking & Breakfast

8:15 am - 8:30 am Chairperson’s Opening Address

8:30 am - 9:10 am PANEL: Building Augmented Reality (AR) Into Your Service Strategy With Least Cost And Greatest Impact

Charlie Neagoy - Vice President, Business Development, Librestream
  • 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
  • Determining if you should buy now or wait until later as this technology continues to rapidly expand in functionality and decrease in cost

Charlie Neagoy

Vice President, Business Development

9:10 am - 9:20 am PANEL REVIVE: Building AR Into Your Service Strategy

Apply what you just learned in the preceding panel to a key challenge you're currently facing. In these small group chats you'll enliven your experience and retain more information. 

9:20 am - 9:40 am A Preventative Maintenance Structure That Increases Field Performance, Readiness, And Flexibility

Sarah Johnson - Director, Customer Service, TechnipFMC
  • Identifying the necessary components for effective preventative maintenance in the oil and gas industry
  • Responding to the needs of off shore demand
  • Developing the structure and tackling challenges when setting up preventative maintenance
  • Looking at objectives for the next 3 – 5 years

Sarah Johnson

Director, Customer Service

9:40 am - 10:00 am Case Study: Field Planning And Inventory Management

The installed base planning project Randy implemented for the US field engineers lead to a 15% reduction of priority orders, improving first time call completion and better leveraging of Carestream’s field inventory investment. Learn step-by-step how Randy achieved these results with actionable items you can implement into your organization immediately.

10:00 am - 10:20 am Data-Driven Decision Making For Customer Transparency And Service Profitability

Jack Fanneron - President, The BP Group Jonathan Giaramita - Chief Financial Officer, The BP Group
  • Benefits of data: Client stickiness, increased sh value, profitability, right person, right seat 
  • Overview of different types of data 
  • Managing data: Process/workflow, tools, people, controls
  • Uses of data: ROI, predictive analytics, employee performance, client transparency

Jack Fanneron

The BP Group


Jonathan Giaramita

Chief Financial Officer
The BP Group

10:20 am - 10:50 am Recharge: Networking & Refreshments Break

10:50 am - 11:30 am PANEL: How To Seamlessly Align Service, Sales, And Marketing

Eric Le Joliff - VP, Strategy - Global Field Services, Schneider Electric
  • Examining how different organizations and industries align service, sales, and marketing
  • Who should be in charge of what?
  • Exploring service and sales alignment tools and consultants to determine if they are right for your organization
  • Proven strategies for greater service sales success

Eric Le Joliff

VP, Strategy - Global Field Services
Schneider Electric

11:30 am - 11:50 am Leveraging App Technology And Data Analytics To Provide Real-Time Insight Into Maintenance Activity

Chris Varley - Director, Field Service, Catalina Adam Wolfe - Network Product Quality Analyst, Catalina
Problem Statement: No problem founds (NPF) with equipment swaps
  • Field Service technician incorrectly judging in-store equipment as defective
  • Technically advanced equipment requiring extensive training/repair times
  • Lack insight into the in-store experience

  • Partnered with Catalina vendor (Trintas LLC) to develop a smart phone solution
  • Real-time feedback to both Field Service divisional managers and equipment repair depot

Results: Reduced NPF costs by 30%
  • Asset event is tracked by technician
  • Technician training deficiency identification
  • Repair depot insight into in-store problems
  • Equipment replacement trends tracked by region
  • Trouble shooting tips delivered via the smart phone “app”
  • Customer satisfaction surveys of technician 

Chris Varley

Director, Field Service

Adam Wolfe

Network Product Quality Analyst

11:50 am - 12:10 pm Deploying A Large-Scale Technician Training Program Across The Globe

  • Determining the best way to capture tribal knowledge within your organization
  • Creating the right documents and knowledge management system or learning portal to support your training objectives
  • Which learning platforms are the best?
  • Ensuring you are effectively training your trainer

12:10 pm - 12:30 pm NPS Best Practices To Measure Service Network Satisfaction

Carlos Zuniga - Vice President, Operations, Cross Country Home Services
Most service organizations use NPS to measure the effectiveness of their service programs. But how can you be sure your NPS is gathering the information you need that contributes to necessary changes to make your customer happy? Carlos will share how his organization made the shift, which will align your operations up for success.

Carlos Zuniga

Vice President, Operations
Cross Country Home Services

12:30 pm - 1:30 pm Lunch

Work with 20 of your peers to identify 5 concrete actions you can take to increase service profitability. Choose the revenue-enhancing or cost-saving topic most critical to your bottom line. The 5-step action plan will be reported back to the entire audience following the working groups so you won’t miss out on any gold nuggets. Choose 1.

#1 Service Branding Innovation
Paul Hatfield, Director of Service, New Holland North America

#2 Taking A Kaizen, Six Sigma Approach To Your Business To Reduce Complexity And Streamline Processes
Dan Schiess, Business Process Manager, Fluid Management

#3 Service Pricing, Billing, And Contract Negotiation
Bruce Breeden, President, Field Service Resources

#4 Establishing The Most Important Metrics And KPIs To Be A World Class Service Organization
Randy Rothrock, Former Senior Director, Global Services, Hitachi Vantara

#5 Managing Customer Expectations In A Connected World
Kevin Young, VP Americas Global Services, Munters 

#6 Delivering High Net Promoter Score (NPS) Value
Ira Busman, VP Customer Service, Okuma America

Paul Hatfield

Director, Service
New Holland North America


Randy Rothrock

Former Senior Director, Global Services
Hitachi Vantara


Ira Busman

Vice President, Customer Service
Okuma America

2:30 pm - 2:45 pm Working Groups Report Back

The 5-step action plan will be reported back to the entire audience following the working groups so you won’t miss out on any gold nuggets.

2:45 pm - 2:45 pm Field Service Amelia Island 2018 Concludes