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February 27 – March 1, 2017
Rancho Bernardo Inn, San Diego, CA
www.FieldServiceMedical.com
The event for leaders in Service, Support and Customer Care of Medical Devices
Advancing Service Together:Building a Business Plan and Humanizinnnggg IIoooTT
Organized By: Sponsors:
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 2★★★★★ Rating: 5.0
Steve Raters, Director of Field Service Operations, bioMerieux Inc.
Attending this event put me face to face with leaders
in my industry to benchmark, exchange information,
and build relationships. The speakers and program
are great, but you can’t miss out on the networking
receptions and roundtable discussions – that is
where I get the most work done.
★★★★★ Rating: 5.0
Ryan Vajda, Manager, Commercial Operations, InvaCare Corporation
“Very Informative and motivating to enhance our
internal/external field service organization and a
majority of the attendees were senior level
managers or higher…”
★★★★★ Rating: 5.0
Ned Torres, Operations Director, J&J – Ethicon
“Provided a great opportunity to network, to learn
about the service business, and to understand
operations for technology applications.”
★★★★★ Rating: 5.0
Doreen Pippen, Director Marketing, Thermo Fisher Scientific
“Well organized, great discussions, good mix of
speakers, panels, and roundtables. There was also
great questions by the audience, good dialogues
at the break, and enjoyed the audience’s level of
passion and focus.”
★★★★★ Rating: 5.0
Steve Wickiser, Director of Service, Roche Diagnostics
“This forum is a great way to keep current with the
latest trends. The programs provide great insight
into some of the best practices straight from
leaders in the industry”
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 3
Field Service Medical Speaker Faculty Rick Brandl Senior Director, Global Service Operations Medtronic Top #2 Medical Device company
Karl Geffken Senior Director, Marketing - Global Services Medtronic Top #2 – New
Scott Moudy Manager, Field Technical Medtronic Top #2 – New
Shawn LaRocco Manager, USCAN Systems and Business Operations Support GE Top #3 – New
Tom Voirin Director, IT Infrastructure Delivery Philips Top #9 – New
Tom Buckley Director, Global Technical Service Boston Scientific Top #12
Heidi Syndergaard Director, Quality Customer Service Communications St. Jude Medical Top #14 – New
Dan Barnett Director, Customer Service Abbott Laboratories Top #16
David Bisciotti VP, Customer Support Varian Medical Systems Top #23
Juan Riillo VP, International Service and Rental Operations Hill-Rom Top #34 – New
Darren Evans VP and General Manager, NA Field Service and MEMS Hill-Rom Top #34 – New
Stacy Blakley Director, Services Sales Hill-Rom Top #34
Stephanie Amendola Manager, Operations and Site Training Coordinator Halyard Health Top #41 – New
Catherine Read Director, Customer Engagement Carl Zeiss Top #52 – New
Debbie Leonetti SVP, Global Services and Repair Integra LifeSciences Top #54 – New
Amos Schneller VP, Global Service and Technical Support Medivators Top #68
Mario Guendelman Director, Service - West Region Medivators Top #68
Jeff Thompson Senior Director, Service Lumenis Top #94 – New
Christian Eras VP, Global Service Ziehm Imaging
John Liebig VP, Customer Solutions Illumina
Ed Inal VP, Operations and Customer Care ALPHAEON New
Byron Clark Regional VP, North America Field Service Operations Acelity New
Hannah Davies Director, Field Service Project Management and Analytics Acelity New
Joe Coyne Senior Director, West Division Service Omnicell
Susan Wills Director, Strategic Sourcing and Contracts Dana Farber Cancer Institute New
Richard Bagley Director, Supply Chain Commercialization Intermountain Healthcare New
Jatin Thakkar Director, Global Platforms and Customer Care Competency Carestream New
Tim Huston Director, Area Support – Midwest Roche
Steve Nava Director, Field Service Americas Luminex
Ed Klosterman Director, U.S. Field Service Operations bioMérieux
Richard Grau Director, Field Service Neuronetics
Abby Ngampongsai Director, Service and Support Exact Sciences New
Raffaello Aquino Director, Service and Support Navigate Surgical Technologies New
Jeff Yates National Service and Repair Manager, U.S. Richard Wolf Medical Instruments New
Mariusz Lasek CEO and President Comarch Technologies
John Danese Senior Director, Life Sciences KPIT
Anne-Fleur Andrle CEO AMA XpertEye
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 4
“ Attending this event put me face to face with leaders in
my industry to benchmark, exchange information, and build relationships. The
speakers and program are great, but you can’t miss out on the networking
receptions and roundtable discussions – that is where I get the most work done.
Steve Raters, Director of Field Service Operations, bioMerieux Inc.
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 5
Table of ContentsClick on each section to get there faster!
03SPEAKER FACULTY
Full Speaker List
08INNOVATION.PROGRESSION.
THAT’S FIELD SERVICE.
The Field Service Brand
12ADVANCING SERVICE TOGETHER.
The Content
21OUR PARTNERS
Sponsors
Media Partners
06WHY SHOULD I ATTEND
Who Attends Field Service
09FULL AGENDA
The Sessions
20VENUE
Rancho Bernardo Inn
San Diego, CA
23REGISTRATION
Pricing and Information
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 6
Why Should I Attend Field Service Medical?
OUR INTERACTIVE SESSIONS
No death by PowerPoint here! Field Service Medical will be bringing back its popular
round tables, giving you the opportunity to engage with six different priority service
topics in this relaxed setting. Striving to incorporate new dynamic session formats, we
are also introducing Case Study Revolutions where you can brainstorm solutions to
challenges posed with an intimate group of peers.
AN INDUSTRY-DRIVEN AGENDA
We spend six months conducting research and developing the program with high-level
service and support executives in the OEM space to ensure the conference reflects
the latest trends and hottest topics in the industry. If you have a pain point, we have it
covered!
THE MOBILE APP
The Field Service Medical mobile app allows you to create a customizable agenda,
participate actively through live polling, and set up meetings with other attendees.
FIELD SERVICE MEDICAL’S BENCHMARKING REPORT
As part of our ongoing efforts to provide additional value to the industry, everyone
who attends Field Service Medical will have an opportunity to contribute to the report
and benchmarking survey. The results will be tallied and sent to all attendees who’ve
contributed their feedback and insight. This report is an opportunity for all attendees
to obtain segmented, quantifiable and actionable information that can be utilized and
shared throughout your organization.
THE SOLUTIONS LOUNGE
Technology has streamlined the workflow of the field technician and increased
profitability for the entire organization. The Field Service Medical Solutions Lounge
is your chance to discover companies offering leading hardware, software, and
applications that allow you to do your job better. For more information on how you can
showcase your solution, contact Liam Birt at 646-200-7455 or
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 7
Who Should Attend Field Service Medical?
Agenda at a Glance:
DAY 1: BE PROACTIVE RATHER THAN REACTIVE
· Create a business case for IoT to implement the right technologies for your organization
· Be prepared for the shift and strategize how each department will be responsible for the
technology before it is implemented
· Understand how end-users evaluate your product to drive operational decisions for delivery
DAY 2: REINVIGORATE YOUR CULTURE
· Utilize service as a brand differentiator rather than a cost-reduction and implement this into your
training and philosophy
· Navigate a complex regulatory environment by knowing what is in the pipeline and gaining clarity
on gray areas surrounding third parties
· Identify the relevant metrics for measuring service success to actually tell a customer experience
story with your data
DAY 3: ACHIEVE CROSS-FUNCTIONAL INTEGRATION
· Overcome the bias about siloed roles and implement service into your R&D, marketing, and sales
team right from the start
· Integrate service and sales to create a dual-sided profit center, selling service as a product
· Collaborate better with your marketing and IT team to get the service message across more
effectively
Presidents, Vice Presidents and Directors of:
· Service & Support
· Customer Support
· Product Support
· Customer Service
· Field Service
· Customer Experience
· Service Operations
· Support Operations
· Customer Operations
· Service Marketing
· Enterprise Service & Support
· Maintenance, Service & Quality
· Technical Services, Operations
· Regulatory compliance
· Service Technology
· Service Marketing
From Device and Equipment Manufacturers of:
· Surgical and medical instruments
· Analytical laboratory instruments
· Electro-medical and electrotherapeutic instruments
· Medical, dental and hospital equipment
· Biological products and supplies
· In vitro diagnostics
· Irradiation equipment
· Optical instruments and lens manufacturing
· Surgical appliance and supplies manufacturing
· Measuring and dispensing pump manufacturing
· Ambulatory health care equipment and services
· Diagnostic imaging equipment
· Pharmaceutical preparation
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 8
“ This was the most informative conference that I have ever attended. We are accustom to attending events where all our competitors
are attending, but having the wide cross-section of companies represented really gave a much wider and deeper perspective.
Innovation.Progression.That’s Field Service.Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. We’re bigger and better this year – covering every topic related to your job, both strategically and tactically. Experience tons of new sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. You’ll never forget the four days you spend here.
INSPIRATION MEETSINNOVATIONOur Keynote speakers and majority of our speaker faculty come from the top 100 medical device companies and service organizations in the industry – companies such as Medtronic, GE
St. Jude Medical, Varian, Hill-Rom and Halyard Health. You will attend high impact presentations, case-study revolutions, topical toolbox talk and industry meet-ups– you’re guaranteed to leave with pages of notes. Bring your team – there’s more sessions and content than ever before.
HEAR FROM YOUR CUSTOMERSIt’s so easy to assume that you know what kind of service your customer expects…but you may be missing the mark if you’ve actually never asked them.
hear from a panel of your customers, the answer to the question you should always be asking: “What can we do for you?” Your end-user panel includes
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 9
Main Day One, February 27Be Proactive Rather Than Reactive
8:00 Continental Breakfast &
Registration in the Solutions
Zone
8:45 Welcome Remarks
Paula Conlon
Event Director
Field Service Medical
8:50 Chairperson’s Opening Address
FedEx Executive Chairperson
9:00 KEYNOTE: Spend Money to Save
Money: Incorporating Remote
Service into Your CRM
We’re kicking off the most forward-focused,
solution-driven Field Service Medical yet
with a topic that is on everyone’s mind:
Successfully applying an ERP or CRM that
incorporates remote service. Learn from
David Bisciotti how Varian Medical paved
their way towards ultimate innovation by
taking a financial risk now to earn the payoff
later. Soon, your company will be able to:
· Predict failures before they happen so you
don’t disturb production
· Utilize KPIs to schedule people properly
based on data trends
· Reach peak efficiency in resource
management by accurately forecasting
your inventory each quarter, saving time
and money
David Bisciotti
VP, Customer Support
Varian Medical Systems
9:20 ‘Can You Hear Me Now?’ Getting
Customer Metrics Through Your
Call Centers
In-house support centers play as much of a
role in customer satisfaction as your client-
facing field staff. Why not leverage them
better? By realizing your call centers are
another customer touch point, you may be
surprised at all those unused service metrics
you’ve previously missed out on. In this
session, you better understand how to:
· Combat survey fatigue by incorporating
call center data to drive operational
decisions for delivery
· Build a business case for multichannel
support by closing issues via phone
without dispatching a field rep
· Learn the best ways to measure the
quality of your call center, including speed
to answer and abandon rate
Tom Buckley
Director, Global Technical Service
Boston Scientific
9:40 INTERVIEW: Stop the Buzzword:
A Business Case for IoT
Is your company lagging behind in
leveraging innovative technology?
Struggling to present a value proposition
for connected devices will be a thing of the
past after this informative panel. Rather than
jumping right in to discuss how to utilize Big
Data, we’re taking a step back to strategize
how to get the ROI on IoT in the first place.
After this intimate discussion, walk away with
a business plan for your management team.
· Review statistics on savings that can verify
remote connectivity’s ROI
· Take information from your connected
devices to predict value, including uptime
· Demonstrate how connectivity is a value-
added service that will increase your
bottom line
John Liebig
VP, Customer Solutions
Illumina
Jatin Thakkar
Director, Global Platforms and Customer
Care Competency
Carestream
10:20 Morning Refreshment &
Networking Break in the
Solutions Zone
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 10
11:00 Let’s Talk About a Real Case:
How to Quickly Add Connectivity
to Your System and Increase
Value Right Away
Mariusz Lasek, the CEO of Comarch, lends
his industry knowledge to teach you just how
easy it is to add connectivity to your existing
devices. Not only that, but this case study
teaches you how to:
· Determine whether each initiative needs
to be implemented
· Transform remote patient and asset
monitoring into profit
· Add new products and services to
your portfolio by building your partner
ecosystem
Mariusz Lasek
CEO and President
Comarch Technologies
11:20 CASE STUDY REVOLUTION:
Take a (Strategic) Leap Towards
Connected Devices
When taking that next step to connectivity,
you have to create an internal plan – before
you implement the technology, not after. In
this interactive session, Dan Barnett takes
Abbott’s own experience with IoT to shed
light on how important a strategy is for
not just your internal organization, but for
your customer’s increasingly heightened
expectations. Gain insights on what happens
when you:
· Strategize how each department will be
responsible for the technology before it is
installed
· Create another brand differentiator by
explaining the benefits of connected
devices to your customer
· Revise and seal the gaps in your
commercial model by continuously
troubleshooting internally, with your
stakeholders, and with your customer
Dan Barnett
Director, Customer Service
Abbott Laboratories
12:00 Innovation Spotlight
12:10 Lunch in the Aragon Lawn
1:10 Toolbox Talks:
Attendees will select 2 of the following
round tables. Each discussion will last 45
minutes, after which the attendees will
rotate.
1. Bridge the Gap Between Field Service
and Call Center Support
Christian Eras
VP, Global Service
Ziehm Imaging
2. Incorporate Mobile Devices for Global
Field Service Team – Globally
Abby Ngampongsai
Director, Service and Support
Exact Sciences
3. The Shift From Response Time-Based
Contracting to Guaranteed Uptime-Based
Contracting
Joe Coyne
Senior Director, West Division Service
Omnicell
4. Combat “Knowledge Saturation”: Stay
Abreast of Constantly Evolving Technology
Ed Klosterman
Director, U.S. Field Service Operations
bioMérieux
5.Balance the Pressure to Manage Your
Budget With the Want to Improve Service
Darren Evans
VP, North American Service and Rental
Hill-Rom
6. The Call for Customizable, User-Friendly
Service
7. The Complaint Department: Evaluate and
Resolve Issues Through Direct and Indirect
Customer Interactions
Ed Inal
VP, Operations and Customer Care
ALPHAEON
2:40 Afternoon Refreshment &
Networking Break in the
Solutions Zone
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 11
3:20 Toolbox Talks:
Attendees will select 2 of the following round
tables. Each discussion will last 45 minutes,
after which the attendees will rotate.
1. Debate Connectivity’s Future Place in the
Field Service Landscape
Dan Barnett
Director, Customer Service
Abbott Laboratories
2. How Technology Can Train Your
Employees Outside of the Office
Jeff Thompson
Senior Director
Service, Lumenis
3. ‘What’s Love Got to Do With It?’ The
Factors Behind Customer Loyalty
Tim Huston
Director, Area Support – Midwest
Roche
4. Remain Customer-Centric During
Change Management, Recall, and New
Product Launches
Debbie Leonetti
SVP, Global Services and Repair
Integra LifeSciences
5. Overcome Field Staff Mobility Issues on
a Tight Budget
Anne-Fleur Andrle
CEO
AMA XpertEye
6. Death by Paperwork: Reduce Your Field
Tech’s Time-Consuming Tasks
7. Which Connectivity Technology Can
Accelerate Your IoT Project?
Mariusz Lasek
CEO and President
Comarch Technologies
8. Innovative Software as a Brand
Differentiator
John Danese
Senior Director
Life Sciences, KPIT
4:50 END-USER PANEL: When’s
the Last Time You Asked Your
Customer What They Wanted?
It’s so easy to assume that you know what
kind of service your customer expects…
but you may be missing the mark if you’ve
actually never asked them. For the first time
ever at Field Service Medical, hear from
a panel of your customers, the answer to
the question you should always be asking:
“What can we do for you?”
· Understand how consolidating health
systems are affecting your customer and
the way they choose to do business
· Identify what level of service your end-
users need based on the pressures of the
current healthcare marketplace
· Realize the factors that go behind
evaluating your product
Heidi Syndergaard
Director, Quality Customer Service
Communications
St. Jude Medical
Susan Wills
Director, Strategic Sourcing and Contracts
Dana Farber Cancer Institute
Richard Bagley
Director, Supply Chain Commercialization
Intermountain Healthcare
5:30 Welcome Reception in the
Solutions Zone
6:30 Conclusion of Main Day One
It was a great conference! The speakers, panel members
and round table participants were insightful and presented
thought-provoking material which will help all of us stay
on the cutting edge of Service Excellence. It was a good
opportunity to network with peers and suppliers from
throughout North America. I will definitely be back.
Chris Westlake, Director of Service, Hach Company / Danaher
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 12
A twist on our crowd-favorite roundtable sessions. Attendees will join one table on a topic of their choice. The moderator
the topic and your table will discuss the outcomes and potential solutions to tackling the issue. The moderator then shares their steps to solving the issue at their own organization.
In the past, track sessions broke out by a topic area, now attendees can select any track based on the structure of their service organization. Created by our research the sessions in our tracks are based on our research within those verticals and what executives with those models need to
we’re including an entire track on
Pulled from years of researching and networking with
our sister-program Interlog we’ve now rolled all service and support
functions into one agenda more executives, more content, more
takeaways.
Our commitment to provide live polling and industry benchmarking continues to grow. This panel consists of a selection of our advisory board sharing their thoughts on the trends and results of the onsite benchmarking report that all attendees will have an opportunity to take part in.
GROUP EXERCISES IN THE CHALLENGE WORKAROUND ROUNDTABLES:
NEW TRACK SESSIONS
RELEVANT TO SERVICE MODELS:
EVEN MORE CONTENT:
FIELD SERVICE ADVISORY BOARD BENCHMARKING
PANEL:
like you can at Field Service? Nowhere – there is no other Service and Support event of this size and caliber in the world. There is a new
chance to make a valuable business contacts, connect one on one with other executives
and catch up with old friends – every single day. Here is what’s new at
Field Service Medical 2017.
Advancing Service Together
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 13
Main Day Two, February 28Reinvigorate Your Culture
8:00 Continental Breakfast &
Registration in the Solutions
Zone
VIP Think Tank - Invite Only
8:45 Welcome Remarks
Paula Conlon
Event Director
Field Service Medical
8:50 Chairperson’s Opening Address
9:00 KEYNOTE: Resource Justification
Modeling: Building the Team of
Your Dreams
There hasn’t been a manager in service
history that said they see no use for hiring
more field employees or that they were
satisfied with their outdated technology. Of
course, these wants do not always translate
to needs when it gets communicated to their
boss. Hear from Rick Brandl, an executive
from the world’s largest medical technology
development company, the ways you can
successfully:
· Build a solid rationale to justify adding
staff to critical territories
· Decrease downtime and keep the
customer happy, establishing trust
· Make travel a little less unpredictable
for your team and increase employee
satisfaction
Rick Brandl
Senior Director, Global Service Operations
Medtronic
9:20 PANEL: What’s Unique about
Your Service Solutions?
In a highly regulated environment that
streamlines the way medical equipment
can look and perform, it can be difficult to
stand apart from the competition. But there
is a better way than relying on discounts
to get the customer to pick you instead of
them. Hear from Luminex, bioMérieux, and
Medivators, a division of Cantel Medical, how
they used distinctive service offerings to the
augment their bottom line.
· Move away from exhausted service
bundles and allow your customers to pick
only the services that they need from you
· Make your company stand out by utilizing
service as your brand differentiator rather
than a cost-reduction
· Build a two-way rapport with your
customer and enlighten them on how you
fixed the problem
Amos Schneller
VP, Global Service and Technical Support,
Medivators
Steve Nava
Director, Field Service Americas
Luminex
Ed Klosterman
Director, U.S. Field Service Operations
bioMérieux
10:00 Operationalize Your KPIs on a
Global Scale
As the VP of International Service and Rental
Operations, Juan Riillo knows a thing or two
about coordinating service leadership on a
global scale. Now that you’ve learned how
to identify the relevant service metrics to
measure, Juan helps you standardize those
metrics globally so communication doesn’t
break down from location to location. You
will walk away with key takeaways on the
following:
· Gain consistency on how your key
performance indicators are measured
across all offices
· Utilize these standardized KPIs to keep
your metrics reliable and to tell the most
accurate customer experience story
· Save time by cutting the confusion during
data analysis
Juan Riillo
VP, International Service and Rental
Operations
Hill-Rom
10:20 Innovation Spotlight
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 14
10:30 Field Service Medical
Benchmarking Study 2016
10:40 Morning Refreshment &
Networking Break in the
Solutions Zone
11:20 ‘Mind the (Generational) Gap!’
Standardize Training a Workforce
of Varied Ages
As the Director of Quality at Motorola,
Tom Voirin was a core team member at
the Land Mobile Product Sector (LMPS)
where he applied Six Sigma principles to
the service and administrative areas. Mr.
Voirin further developed these concepts
into the “Universal Services Framework” that
guides executive management and business
unit leaders in assessing, developing and
driving outstanding service strategies.
He has successfully applied USF over a
20+ year period engaging employees
to increase revenue, reduce costs and
improve customer retention and loyalty. In
this session, you’re given the keys to unlock
exceptional service performance in your
business and learn how to:
· Invest in tools that simultaneously retain
the knowledge you already have and
transform your organization with cloud-
based training
· Assess what all field staff “need to know”
and make sure that gets conveyed across
all tiers
· Create a two-pronged approach:
Leverage your legacy workforce to train
the newer reps and incorporate online
training programs that make the younger
techs feel at home
Tom Voirin
Director, IT Infrastructure Delivery,
Philips
11:40 We’re Engaged: Training a Field
Service Team Despite Long
Distance
Training a spread out field service team
is a challenge on its own, but keeping
them engaged is a whole other barrel of
worms. Thankfully, Luminex seems to have
developed just the right global training
technique to help managers sleep at night.
This session equips you with the tools you
need to keep the cogs running smoothly,
whether your entire team is located on the
same coast or if you have one outlier in
Shanghai.
· Take advantage of Skype, YouTube, and
teleconferences rather than diminish their
time and your resources with a “travel to
train” approach
· Deter employee drop-off by surveying
them for areas of improvement
· Hear lessons learned and understand the
importance of communication when you
manage an internal or global team
Steve Nava
Director, Field Service Americas
Luminex
12:00 CASE STUDY REVOLUTION:
Understanding Employee
Training Needs – Without
Relying on Surveys
It’s no secret that it is less expensive to
retain talent than it is to acquire it, so why
are we not constantly gauging our internal
culture’s pressure points? With a specialized
training role created for her within Halyard
Health, Stephanie Amendola is the expert
to turn to on both acquisition and retention.
If your company is struggling with employee
drop-off, this is an interactive session you
can’t miss!
· Prioritize the questions that scrutinize your
training gaps to diagnose and assess any
pain points
· Find more personal ways to collect
feedback, such as through open feedback
forums and reviewing training records for
any gap
· Understand how to get buy-in for training
programs
Stephanie Amendola
Manager, Operations and Site Training
Coordinator
Halyard Health
12:40 Lunch in the Aragon Lawn
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 15
1:40 Toolbox Talks:
Attendees will select 2 of the following
round tables. Each discussion will last 45
minutes, after which the attendees will
rotate.
1. Service: No Longer a Synonym for
“Discounts”
Scott Moudy
Manager, Field Technical,
Medtronic
2. Increase Employee Satisfaction to
Retain Talent
Tom Voirin
Director, IT Infrastructure Delivery
Philips
3. Manpower Assessment: Quantify Your
Field Work to Convince Management
When It’s Time to Hirel
Mario Guendelman
Director, Service - West Region
Medivators
4. Planes, Trains, and Automobiles: Find
the Most Cost-Effective Transportation
Model
5. Prove It: Use Data to Align Customer
Expectations With the Way You Do
Business
6. Go Big: Globalize a Service and Support
Model That is Operating at a Local Level
Amos Schneller
VP, Global Service and Technical Support
Medivators
7. JCAHO: Why Certification is Important
and How You Can Get It
8. Credentialing: Overcome Challenges
and Cope with Differing Hospital
Regulations
3:10 Afternoon Refreshment &
Networking Break in the
Solutions Zone
3:50 Creating a Parts Strategy as the
OEM
Service parts may not be glamorous, but
the strategy behind selling them should
be. Consumers are trained to expect an
extraordinary experience no matter what
they’re purchasing. Customers truly value
the OEM experience and surveys show
they are willing to pay for the enhanced
experience. Stacy Blakley will explore ways
to grow your market share while enhancing
your customers’ experience.
· Understand customer expectations when
you have a B2B business model with a
B2C experience
· Comprehend customer behavior by
predicting how your customer profile
determines your service portfolio
· Gain knowledge on proprietary and
commodity offerings and pricing on
the full scope of the parts marketplace,
including third party service providers
Stacy Blakley
Director, Services Sales
Hill-Rom
4:10 Implementing a Hybrid OEM –
Third Party Service and Support
Organization
Raffaello Aquino of Navigate Surgical
Technologies shares fascinating insights
on their unified third party and direct field
service model. Yes, you can have both –
and you can do so without sacrificing your
reputation as the OEM! Put the Original back
in Original Equipment Manufacturer and
discover how this hybrid model can help
your organization achieve the following:
· Utilize the emerging practice of freelance
management to scale your service and
support workforce
· Collaborate to be more cost effective
without tarnishing the quality of your
brand
· Live up to the “Original” Equipment
Manufacturer title and make sure your
third party service and support team is
held to the same compliance standards
you are
Raffaello Aquino
Director, Service and Support
Navigate Surgical Technologies
4:30 PANEL: Identifying the Relevant
Metrics for Measuring Service
Success
You spent money to have Big Data in the
first place, so why not leverage the analytics
you have to tell a truthful service success
story? Most will answer something along the
lines of, “It’s too much data to sift through to
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 16
know what we should focus on.” Panelists
from Roche, Neuronetics, and ALPHAEON
are here to share their own experiences with
this problem and help you to:
· Learn how to actually utilize the Big Data
you put so much money into acquiring
· Save time by only analyzing the KPIs that
align with what success means to your
company
· Use actionable insights to increase
customer satisfaction and profit
Tim Huston
Director, Area Support – Midwest
Roche
Richard Grau
Director, Field Service
Neuronetics
Ed Inal
VP, Operations and Customer Care
ALPHAEON
5:30 Sunset Happy Hour
6:30 Conclusion of Main Day Two
It was a great meeting to interact with folks in the field service businesses different
than my own. The broad experiences shared will add value to my business.
Ray Battani, VP of Service Operations, ColonialWebb
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 17
Identifying the right technologies for your business is critical. Field Service Medical it your
opportunity to connect with leading technology solutions that will increase your bottom line.
Our Solutions Zone is your one-stop-shop for technology to improve your digital business.
Whether your goal is to improve customer service, increase online bookings, or boost customer
engagement, we’ll make sure we showcase only the most relevant and innovative solution
providers for you to meet and evaluate.
Interested In Sponsoring Field Service Medical? Contact Liam Today!
Liam is here to put together a customized sponsorship package that will ensure your solution
reaches the people you want it to reach.
Contact Liam today!
Liam Birt
Sponsorship Manager
646-200-7455
Let Us Show You The Solutions You Need
To Succeed
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 18
Main Day Three, March 1Achieve Cross-Functional Integration
8:00 Continental Breakfast &
Registration
8:45 Welcome Remarks
Paula Conlon
Event Director
Field Service Medical
8:50 Chairperson’s Opening Address
9:00 PANEL: Implementing Service
Across the Entirety of Your
Product Lifecycle
Internal organizations need to break their
vertical silos and actually start communicating
with each other. Service reps sticking to fixing
the machine is no longer the case, but for
companies still struggling with this it’s important
to note that cross-functional integration needs
to be communicated top-down and bottom-up.
This is why the panelists you’ll learn from in this
session range from senior manager to VP level.
You’ll hear different perspectives and gain
clarity on ways to:
· Know what role service can play right from
the start
· Use customer feedback from service
touch points to enhance the product
throughout it’s development, including the
need for remote diagnostics
· Improve communication with your R&D,
marketing, and sales team
Juan Riillo
VP, International Service and Rental
Operations
Hill-Rom
Dave Dishaw
Senior Manager, Service Product
NxStage Medical
Jatin Thakkar
Director, Global Platforms and Customer
Care Competency
Carestream
Hannah Davies
Director, Field Service Project Management
and Analytics
Acelity
9:40 Be Part of the IT Crowd: The
Holistic Field Service Rep Knows
Their Technology
A customer no longer wants to hear “I don’t
know” from a field service engineer about an
IT related question. With customer service
becoming customer experience, your field
staff is expected to wear multiple hats to
appease. Get with IT and hear how GE
helped incorporate information technology
into their field service model.
· Increase customer satisfaction the first
time around with a repair technician that
can answer their IT related questions
· Set the standard for communication so
your service team knows the rules and
requirements regarding new software
· Achieve internal collaboration between
two previously segmented teams, limiting
back-and-forth discussion and tech
ignorance in front of the customer
Shawn LaRocco
Manager, USCAN Systems and Business
Operations Support,
GE
10:00 CASE STUDY REVOLUTION:
Discovering Service Revenue
from Your Installed Base
Karl Geffken of Medtronic knows the
importance of integration - his job focuses on
service marketing, after all. Hear his insights
on how integrating previously separated roles
can actually create revenue for your company.
Walk away with takeaways on how to:
· Collect and analyze data from your
installed base to create revenue
opportunities
· Understand commercial strategies for
successful services marketing and selling
· Learn what types of commercial metrics
yield the best results and why
Karl Geffken
Senior Director, Marketing - Global Services
Medtronic
10:40 Morning Refreshment &
Networking Break
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 19
11:20 Service is a Product – How to
Sell it That Way!
Assuming that repairs will come back to your
company automatically after the initial sale
is one of the largest revenue mistakes that
sales organizations make in Capital Medical
Equipment. Service must be marketed and
sold as a product with the same tenacity
and energy as the initial sale of equipment.
Securing service agreements at the point
of sale not only ensures a continued
revenue stream for your sales force and
service organization, but it protects your
brand, improves instrument and device
performance and, ultimately, delivers better
patient outcomes. Based on Richard Wolf
Medical Instruments’ hybrid service and
sales model, hear how to:
· Secure service revenue dollars upfront by
training your service and sales teams to
present service options at the point of sale
· Protect your brand by ensuring that
devices perform at a high level through
authorized repair
· Overhaul your recruitment model for
service technicians: Hire the attitude, Train
the skills!
Jeff Yates
National Service and Repair Manager, U.S.
Richard Wolf Medical Instruments
11:40 PANEL: Shift from Customer
Service to Customer Experience
In the age of the increasingly knowledgeable
customer, it is understandable that they want
more out of their manufacturer’s service
team than to fix a broken part and leave
without a word of how they made the repair.
By integrating your service and marketing
efforts, you not only shift to a CX model, but
you also create a more holistic field staff
in the process. These service marketing
experts help you successfully:
· Collaborate more effectively with your
marketing team to better get the service
message across
· Drive home the financial cost of downtime
and how better service mitigates this risk
· Teach your service team marketing best
practices so they communicate more with
the customer than the machine
Karl Geffken
Senior Director, Marketing - Global Services
Medtronic
Catherine Read
Director, Customer Engagement
Carl Zeiss
Byron Clark
Regional VP, North America Field Service
Operations
Acelity
12:20 Lunch in the Aragon Lawn
1:20 FIRESIDE CHAT: Streamline Your
M&A Process and Integrate Two
Companies Into One
Merger, Acquisition, and Change
Management have long been seen as dirty
words. Change is scary. With all this focus on
how to create next steps for your business,
we’re wrapping up the event with a look at
how to turn “worst case scenario” into “best
case scenario”. This intimate interview sheds
light on ways to:
· Pinpoint change management disruptions
to efficiently create normalcy
· Learn best practices for onboarding a new
field staff team
· Incorporate a new company culture while
still maintaining your old value proposition
1:50 Toolbox Talks:
Attendees will select 2 of the following round
tables. Each discussion will last 30 minutes,
after which the attendees will rotate.
1. Follow-up: The Holistic Field Service Rep
Knows Their Technology
Shawn LaRocco
Manager, USCAN Systems and Business
Operations Support
GE
2. Follow-up: Service is a Product – How to
Sell it That Way!
Jeff Yates
National Service and Repair Manager, U.S.
Richard Wolf Medical Instruments
3. Capture Data In-House and Out in the
Field
4. Integrate Service and Sales to Create a
Dual-Sided Profit Center
2:50 Conclusion of Main Day Three
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 20
Field Service Medical has secured a special
conference rate of $219 a night plus tax for
attendees. In order to make your reservation, please
call the Rancho Bernardo Inn at 1-877-517-9340
and identify yourself as an Field Service Medical
attendee. Rooms are limited and are on a first come,
first served basis, so make your reservations as
soon as possible. The special rate expires Monday,
January 25, 2016. After this date, rooms may still have
available, so inquire with the hotel if you have missed
the cut-off date.
Rancho Bernardo Inn is a place that is as warm and
welcoming as home – but better! Every element,
each experience and all of the details have been
thought out to perfection. Our San Diego hotel is a
place to play, to relax, to unwind, to reconnect, to
enjoy and to rejuvenate.
BEWARE OF ROOM BLOCK AND RESERVATIONS SCAMS!
Please note that the information provided above is the
only official method to make reservations within the
conference for hotel bedrooms. No housing company
has been sanctioned by WBR and any outside groups
contacting you claiming to be the housing provider for the
event are not affiliated with the conference or WBR. If you
have been contacted by one of these companies, or have
any questions regarding making your hotel reservations
for the event, please contact your event manager or call
1.888.482.6012.
VENUERancho Bernardo Inn
17550 Bernardo Oaks Drive
San Diego, CA 92128
(858) 675-8400 • www.ranchobernardoinn.com
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 21
SponsorsVuzix and AMA
Vuzix and AMA team together to provide the field services mobile hands free See What I See
Solution videoconferencing with Xpert Eye software suite and Vuzix glasses. The field services will
never be the same once you have started to use our tele maintenance solution. Come and visit us.
Cognizant
Website: www.cognizant.com/life-sciences Cognizant’s Life Sciences practice is committed to helping change millions of lives for the better by partnering with clients to build solutions to healthcare challenges, continually improve the way they do business, set the pace in clinical development, strengthen their regulatory infrastructure, and increase competitiveness. Cognizant serves 28 of the top 30 global pharmaceutical companies, 9 of the top 10 biotech companies, and 12 of the top 15 medical device companies. With a large team of dedicated professionals including doctors, pharmacologists, physicians, biomedical engineers, pharmacists, biostatisticians, medical writers, and GxP consultants, the practice provides domain-aligned consulting, IT, business process, software and as-a-service solutions globally
Comarch
Website: www.comarch.com Comarch is a global provider of IT business solutions that aim to optimize operational and business processes. With our team of over 5,000 experienced IT engineers and business consultants, Comarch has successfully implemented solutions for more than 40,000 notable companies worldwide since 1993. Our portfolio includes innovative IT solutions for banks, insurers, brokerage houses, asset management companies, investment funds, factors and more.
KPIT
Website: www.kpit.com KPIT is a global technology company specializing in providing IT Consulting and Product Engineering solutions and services to Life Sciences, Automotive, Manufacturing and Energy & Utilities companies. KPIT’s expertise in Oracle, SAP, Infor and Microsoft enterprise solutions ensures that they can bring the right technology for their customers’ needs. Together with its customers and partners, it creates and delivers technologies to enable creating a cleaner, greener and more intelligent world that is sustainable and efficient.
UHS- Universal Hospital: Systems Universal Hospital Services, Inc. is a leading nationwide provider of health care technology management and service solutions to the health care industry. UHS owns or manages more than 700,000 pieces of medical equipment for over 7,000 national, regional and local acute care hospitals and alternate site providers in all 50 states. For more than 75 years, UHS has delivered medical equipment management and service solutions that help clients reduce costs, increase operating efficiencies, improve caregiver satisfaction and support optimal patient outcomes. We provide unmatched world-class service, and offer tools and documentation to
verify positive results for caregivers and patients.
Wind River
Website: www.windriver.com Wind River®, a wholly owned subsidiary of Intel® Corporation, is a world leader in delivering the technology to power the Internet of Things (IoT). Wind River has been pioneering ways to make machines intelligent for more than 30 years. Companies across industries and around the globe leverage this expertise to deploy safe, secure, and reliable intelligent systems and harness the intelligence in those systems to drive innovation and business transformation.
FedEx Corp.
Website: www.fedex.com
FedEx Corporation provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. With annual revenues of $58 billion, the company offers integrated business applications through operating companies competing collectively and managed collaboratively, under the respected FedEx brand. Consistently ranked among the world’s most admired and trusted employers, FedEx inspires its more than 400,000 team members to remain “absolutely, positively” focused on safety, the highest ethical and professional standards and the needs of their customers and communities. To learn more about how FedEx connects people and possibilities around the world, please visit about.fedex.com.
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 22
For 26 years, Aberdeen Group has published research that helps businesses worldwide
improve performance. We identify Best-in-Class organizations by conducting primary research
with industry practitioners. Our team of analysts derives fact-based, vendor-agnostic insights
from a proprietary analytical framework independent of outside influence. The resulting
research content is used by hundreds of thousands of business professionals to drive smarter
decision making and improve business strategy. Aberdeenís content marketing solutions
help B2B organizations take control of the Hidden Sales CycleTM through content licensing,
speaking engagements, custom research, and content creation services. Located in Boston,
MA, Aberdeen Group is a Harte Hanks Company.
CSM is the leading online magazine and community for customer service professionals.
The CSM website is packed with customer service articles, skills and tips - all designed to
help improve your customer service. Join for free and receive a valuable customer service
newsletter each month.
Founded in April 2011 and led by experts in the field, the Customer Experience Professionals
Association (CXPA) is a global non-profit organization dedicated to the advancement
of customer experience management best practices. It provides customer experience
management professionals with educational and networking opportunities to help them
succeed, and it facilitates industry-wide advancement of the customer experience management
discipline. CXPA members are companies and individuals who develop, manage, optimize,
and envision how organizations interact with their customers. The CXPA community includes
practitioners within companies, vendors who support customer experience efforts, and other
stakeholders in the industry. For more information, visit www.cxpa.org.
Field Technologies is the premier resource for the optimization of your field workers, service,
and assets. Field Technologies provides service, transportation, and public works professionals
with information on technologies including field service software, mobile computing hardware,
RFID, and M2M. For more information, visit www.fieldtechnologiesonline.com.
The National Association of Service Managers is the oldest professional nonprofit association
of product service executives in the United States. Founded when service techniques were
just beginning to be highly recognized as a sales and marketing tool. NASM is an organization
dedicated to provide professional leadership and education to the service executive, while
developing their managerial expertise in the business and organizations that they represent.
Media Partners
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 23
Pricing & Discounts
Manufacturers & OEMs
Book before November 30, 2016
$2,399
Book before December 31, 2016
$2,499
Book before January 31, 2016
$2,599
Final Price
$2,699
Group Discounts For Manufacturers
& OEMs
Groups of 2
current discounted price
Groups of 3-4
current discounted price
Groups of 5 or more
current discounted price
Speaker Company discount
current discounted price
Solution Providers
Full Access Pass
$3,299
*To qualify for the discounted rate, you
must be engaged in a service and
support role for a manufacturer or
distributor. If you work for a company
that provides a solution or service
to the manufacturing/distribution
industry, you do not qualify for this
rate.
Please Note:
· Technlogy Firms, Consultants, Solution Providers & Others Include: Any service provider to service and support organizations - Including software vendors, technology vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions, subscriptions and/or advertising.
· Worldwide Business Research reserves the right to enforce the rate for non-service and support practitioners.
· Fee includes continental breakfast, lunch, cocktail receptions and conference documentation.
·
conference price. No two discounts
· Payment is due in full at the time of registration. Your registration will
is received and may be subject to cancellation.
· CT Residents must add 6.35% Sales Tax to their registration fee.
· Cancellation Policy: Any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another WBR conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by WBR for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.
Register Now: Web: www.fieldservicemedical.com • Call: 1-888-482-6012 or 1-646-200-7530 • Email: [email protected]
Advancing Service Together 24
Service and Support Executives Save $300 off the full conference
price to attend when you register with code:
FSM17AGP through November 30!