Roger Bias

In this session, Roger will focus on how operational excellence serves as a foundation for exceptional customer experiences in field service. He will cover strategies to streamline workflows, reduce response times, and implement best practices that improve service quality and customer satisfaction. With over 20 years of experience at Catalina his skills include streamlining workflows, reducing response times, and implementing scalable solutions that enhance customer satisfaction while maintaining operational efficiency. Attendees will leave equipped with practical frameworks and tools to elevate their field service operations, delivering superior customer experiences through operational excellence. 

Key Takeaways:

• Implement real-time updates and automated messaging to build transparency and trust with customers.
• Leverage data-driven scheduling tools to ensure timely and effective service delivery.
• Establish closed-loop feedback systems that translate customer insights into actionable process improvements.

Join this interactive session to explore proven strategies for managing field service operations in multi-trade environments, where complexity, efficiency, and quality are paramount. Led by Roger Bias, Sr. Global Field Operations and Process Improvement Manager at Catalina Marketing, this working group will draw on Roger’s expertise in process optimization, automation, and data analysis, as well as his hands-on experience leading diverse, remote teams and implementing Lean Six Sigma methodologies across sourcing, vendor management, and project coordination.

Key Takeaways:

• Digitize and automate field operations-reduce paperwork, streamline workflows, and use mobile apps to improve efficiency and accuracy across trades
• Empower technicians with the right tools, real-time data, and targeted training to boost first-time fix rates and deliver exceptional service
• Leverage data and continuous improvement-track key metrics, analyze performance trends, and apply Lean Six Sigma principles to drive ongoing operational excellence