Craig Bruns

Vice President, Customer Support Crown Equipment Corporation

Craig Bruns is the Vice President of Customer Support at Crown Equipment Corporation, one of the largest forklift manufacturers in the world and the leader in the evolution of the material handling industry, earning more than 100 global design awards and launching new technologies to increase uptime and lower total cost of ownership.

With 25 years of experience at Crown, he is responsible for leading the activities of Crown’s global customer support strategies, telematics support, current and future connected services, e-commerce and parts distribution, customer support, service experience, warranty, and thought leadership associated with delivering a world-class customer experience around the globe. For the last 5 years he has been spearheading the company’s technology-driven IOT strategic journey and global connected services business. He has undergraduate degree in electrical engineering and a master’s degree in business administration.

Day 1: Deep-Dive Workshop Day August 13th, 2024

9:05 AM Panel: Making The Shift From A Live To Self-Service Support Function

Join industry experts as they delve into the crucial intersection of product design, service delivery, and lifecycle management, unraveling the transformative potential of designing products with service excellence and lifecycle efficiency in mind. In an era where service organizations are seeking innovative ways to enhance profitability and efficiency, the role of product design takes center stage. This panel discussion will explore how forward-thinking companies are redefining their product development strategies to not only meet customer needs but also optimize service delivery, self-service and lifecycle management for sustained success.

Day 2: August 14th, 2024

9:25 AM KEYNOTE: Leveraging New Tech in Field Service: Strategies For FSE Adoption and Operations Growth

Embark on a transformative journey into the future of field service operations in this dynamic keynote session. "New Tech in Field Service: A Holistic View" explores the cutting-edge technologies that are reshaping the field service landscape. Delve into the ways these innovations can empower Field Service Engineers (FSEs) and discover strategies to ensure their enthusiastic embrace of technology for improved operations and revenue generation.

10:25 AM Panel: Build vs Buy: Creating Systems to Support Your Organization and Evaluating In-House and Third-Party Partners

In this thought-provoking panel discussion, industry experts will delve into one of the most critical decisions facing field service organizations – whether to build customized systems in-house or leverage third-party partners. The debate between building and buying systems to support field service operations is multifaceted, encompassing factors such as cost, customization, scalability, and long-term sustainability. Join our panel of seasoned professionals as they share insights, best practices, and real-world experiences to guide organizations in making informed decisions that align with their unique needs and strategic goals. Key Takeaways:

Understanding the key considerations in the Build vs Buy decision for field service systems.
Insights into the pros and cons of in-house development and third-party solutions.
Strategies for cost management, customization, scalability, and security in both scenarios.
Real-world examples and lessons learned from successful implementations.
ROI and Cost Considerations
Scalability and Future-Proofing

2:45 PM Panel: Key Tools for a Profitable Service Organization: Hear How These Organizations Are Applying Data for Better Customer Outcomes

Running a profitable service organization requires a strategic and holistic approach. This session delves into the key tactics that can drive financial success and sustainable growth for your service-based business. Whether you are a startup or an established company, join us to learn essential insights from industry experts on optimizing your operations and maximizing profitability.

Check out the incredible speaker line-up to see who will be joining Craig.

Download The Latest Agenda