Field Service Amelia Island 2019

August 19 - 21, 2019

The Ritz-Carlton Amelia Island, FL


Nick Rossetti

Senior Vice President, In-Home Services
Dish Network

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

Monday, August 27th, 2018

8:15 AM Chairperson’s Opening Remarks: How Communication Technology Is Opening The Door For Growth At DISH

Best known for its satellite TV service, DISH has been  aggressively pursuing category leadership for service with its customer-oriented campaign, “Tuned In To You” The focus has been rewarding both for customers and DISH: during the company’s earnings call earlier this month, CEO Erik Carlson noted that they rank highest in customer satisfaction for in-home service technicians by J.D. Power. 
As the company expands into new markets, including ones that rely heavily on its field service teams, DISH recognizes it faces risks. Chief among them is the struggle to ensure that its reps, many of whom are servicing new products, have the knowledge they need when installing or repairing a product in home. 
DISH Senior Vice President of In-Home Services, Nick Rossetti, and Zinc CEO Stacey Epstein will join together in this lively keynote and share how DISH, as it enters new markets, is leveraging cutting edge technology to deliver an excellent customer experience while building employee engagement and performance. 

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

Tuesday, August 28th, 2018

4:10 PM Beer-Tasting Toolbox Talks

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

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

Download The Latest Agenda