Field Service Fall 2017

September 25-September 27, 2017

Omni Amelia Island Plantation Resort, Florida


Day Three: Sprinting Into The Next-Generation Of Service And Support - Wednesday, September 27, 2017

All Attendees

07:45 AM - 08:30 AM Networking & Breakfast

Invitation Only

7:30 AM - 8:30 AM Advisory Board Breakfast

A VIP “thank you” breakfast for those that have contributed to the development of the Field Service program. Provide real-time feedback and build your network with others who care deeply about the growth of service, advancement of their organization, and continuous improvement of the Field Service conference. Interested in becoming part of the Advisory Board? Contact program director Sara Mueller at or 1 239.451.4155.


Sara Mueller

Portfolio Director, Program Development
Field Service Events

All Attendees

08:35 AM - 08:50 AM Chairperson’s Opening Remarks

Conrad Hofmeyr, CEO, JourneyApps


Conrad Hofmeyr


All Attendees

08:50 AM - 09:10 AM Living On The Edge

James McAnally, VP Global Support Delivery, Hewlett Packard Enterprise
Are you and your company living comfortably in your world? Are you reaping the benefits of yesterday’s investments? Are your stakeholders and stockholders benefiting from your success? Don’t get too comfortable with today as it is likely to change tomorrow. We live in an ever-changing, fast-paced world. Tomorrow’s success is highly dependent on today’s decisions and investments. Let’s explore how “Living on the Edge” will prepare us for our future.


James McAnally

VP Global Support Delivery
Hewlett Packard Enterprise

All Attendees

09:10 AM - 09:30 AM Developing a Service Business Expansion Strategy

Neil Johnson, VP & General Manager, Technical Services, Fujifilm


Neil Johnson

VP & General Manager, Technical Services

All Attendees

09:30 AM - 10:10 AM Disruptive Technology Pop-Up Match

Get in the ring! 8 contenders have 5 minutes to answer the following questions around disruptive service technologies (think drones, driverless vehicles, wearables, 3D printing of service parts, and more):

  1. Name the disruptive technology and how it’s being used
  2. Necessary steps for implementation
  3. Pitfalls to avoid when using the technology
  4. Experienced or expected results

After all challengers have presented their case, the audience will vote on their favorite.

All Attendees

10:10 AM - 10:30 AM Aligning Your Service Team To The Needs Of A Changing Technology Landscape

Robert Latvis, VP Field Service, Cox Communications
  • Reviewing how technology changes are altering your service business
  • Exploring how technology is impacting the type of people you are recruiting and retaining
  • Creating a plan for professional development that leverages new service technologies
  • Maximizing the effectiveness of your technology, people, and processes to achieve outstanding service


Robert Latvis

VP Field Service
Cox Communications

All Attendees

10:30 AM - 10:50 AM Leveraging Connectivity and IoT to Deliver More Customer Value and Service Profitability

Govind Sundararajan, Global Director, Services Business, ROCKWELL Automation


Govind Sundararajan

Global Director, Services Business
ROCKWELL Automation

All Attendees

10:50 AM - 10:55 AM Help Huddle: Millennial Recruitment & Retention

A quick 5-minute ice breaker to get you talking! You and your tablemates will each share one thing you did right and one thing you did wrong around the topic area.

All Attendees

10:55 AM - 11:25 AM Refreshments & Networking Break

All Attendees

11:25 AM - 11:45 AM Digital Services Bundles For Customer Value Creation And Service Revenue Growth

Ulrich Koehler, SVP Systems & Service, Heidelberg USA Richard Mack, Director Business Development Service, Heidelberg USA
  • Data metrics to generate customer value
  • Digital platform to bring transparency in production process
  • Performance Services to drive the data driven improvement cycle
  • New Business model to include digital services
  • Revenue generation through customer centric approach


Ulrich Koehler

SVP Systems & Service
Heidelberg USA

Richard Mack

Director Business Development Service
Heidelberg USA

All Attendees

11:45 AM - 12:05 PM Case Study Revive: Digital Services Bundling

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

All Attendees

12:05 PM - 12:25 PM Transforming To Best-In-Class Through The Customer Experience

Eduardo Bonefont, VP US Services & Support, Diagnostics Systems , BD Life Sciences
What does best-in-class service look like? How are your customers interpreting their service experience? How do you identify the gaps and transition to best-in-class? You'll get all these answers and more as Ed guides you through their recent service transformation and successes.


Eduardo Bonefont

VP US Services & Support, Diagnostics Systems
BD Life Sciences

All Attendees

12:25 PM - 12:45 PM Planning And Designing A Mobile App To Optimize Field Support

Patrick Davis, VP Global Customer Care , Aviat Networks

Patrick Davis

VP Global Customer Care
Aviat Networks

All Attendees

12:45 PM - 1:05 PM Global Service Commercialization Delivering a CAGR of +10 Percent

Carsten Soendergaard, Service Director Food Americas and Oceania, TOMRA Sorting


Carsten Soendergaard

Service Director Food Americas and Oceania
TOMRA Sorting

1:05 PM - 1:10 PM Help Huddle: Change Management To Move Your Organization Forward

A quick 5-minute ice breaker to get you talking! You and your tablemates will each share one thing you did right and one thing you did wrong around the topic area.

1:10 PM - 2:10 PM Field Service 2017 Vendor Awards Ceremony Luncheon

To recognize the outstanding technologies and solutions that enable service optimization, we are pleased to announce the Field Service 2017 Vendor Awards. Nominations are now being accepted until August 11, 2017.

Nominate your partners, team, or yourself for the following categories:

  • Most Effective Technology Deployment To Increase Service Levels
  • Most Innovative Approach To Service Delivery
  • Most Seamless Solution Implementation

Work with 20 of your peers to identify 5 concrete actions you can take to implement or enhance the service strategy most critical to your organization. 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 one topic.

#1 Service Sales Best Practices
Rick Gray, VP Sales, Technology Services, Customer Engineering Services

#2 Monetizing Technical Support And Adding Value To Customers
Kevin Young, VP Americas Global Services, Munters Corporation

#3 Implementing Lean And Continuous Improvement Strategies Into Field Service
Christopher Gresser, Field Service Manager – East Region, Medtronic Surgical Technologies

#4 Building Trust With Your Customers To Leverage IoT Across A Higher Percentage Of Products
Ken Vaughn, Director, Global Sorter Support & Self Maintenance Solutions, Pitney Bowes

#5 Leveraging Big Data In Field Service
Charles W. Johnson, Senior Manager, Multi-Vendor Projects, Philips Healthcare

#6 Enhancing Engagement And Retention Of Your Field Employees
Jason Prokop, Director, Field Service, DiaSorin


Ken Vaughn

Director, Global Sorter Support & Self Maintenance Solutions
Pitney Bowes

Jason Prokop

Director, Field Service
DiaSorin Inc.

Rick Gray

VP Sales, Technology Services
Customer Engineering Services

Chris Gresser

Field Service Manager – East Region
Medtronic Surgical Technologies

Charles Johnson

Senior Manager, Multi-Vendor Projects
Philips Healthcare

Kevin Young

VP Americas Global Services
Munters Corporation

Track A: General Session

3:10 PM - 3:40 PM Working Groups Report Back

3:40 PM - 3:40 PM Conclusion of Field Service Fall 2017

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