Field Service USA 2017 (past event)
April 18 - 21, 2017
JW Marriott, Palm Springs, CA
1.888.482.6012
Main Conference Day Three: Building Blocks For The Future Of Optimized Service - Friday, April 21, 2017
Pre-Summit Networking Activity - Monday, April 17, 2017
Service Advancement Workshop Day - Tuesday, April 18, 2017
Main Conference Day One: Embracing Innovation To Enhance Your Service Organization - Wednesday, April 19, 2017
Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017
Main Conference Day Three: Building Blocks For The Future Of Optimized Service - Friday, April 21, 2017
7:45 am - 8:30 am Registration & Breakfast
8:30 am - 8:45 am Chairperson’s Opening Remarks
8:45 am - 9:25 am Oxford Style Debate: Should Technicians Sell To Your Customers?
Arguing For Technicians As Salespeople:
Tom Voirin, VP of Customer Services, ISCO International
Arguing Against Technicians As Salespeople:
Andrew Kovach, VP, US LifeCycle Services, ABB
Chris Westlake, VP & GM of Services & Electrical Businesses, RK
Tom Voirin, VP of Customer Services, ISCO International
Arguing Against Technicians As Salespeople:
Andrew Kovach, VP, US LifeCycle Services, ABB
Chris Westlake, VP & GM of Services & Electrical Businesses, RK
9:25 am - 9:45 am Improving The Customer Experience By Moving From Reactive To Proactive And Preemptive Support
The market is changing rapidly from product to solutions, software and cloud. As customers make the transition, services plays a critical role in maintaining market share and accelerating growth. Customer experience is a key factor in maintaining customer loyalty. This session focuses on how to add services value through capabilities, using automation to improve engineer and customer interactions, and how innovation and experimentation can accelerate success. In this session Laura will share insights on where Cisco is on this journey, what has worked and what has failed, and provide some tips on what might work for you.
•Focusing on adding value through capabilities to improve the customer experience
•Using automation to improve engineer and customer interactions
•Using innovation and experimentation to test new delivery models
9:45 am - 10:05 am Leading Complex Service Integrations To Realize Full Potential Value
10:05 am - 10:25 am Depot Inventory Planning Implementation Case Study
Eric will share details of the project he led implementing F5's newest depot inventory planning tool. Learn why decisions were made, how obstacles were overcome, and results and opportunities F5 is experiencing with the new service parts planning tool.
10:25 am - 11:15 am Guest Speaker: Insecure Internet Of Things (IIOT) aka “The New Attack Frontier”
Discussion of shared security responsibilities demanding cooperation among countries, individuals, suppliers and providers of all IIOT. In our new world of “connectedness” we must consider, assess and accept the risk of consequences to safety,health, welfare and even possibility for the loss of life. While traditional confidentiality, availability and integrity concerns are still important, we must also consider a framework for safety and resilience in an integrated, holistic way.
Syracuse University, National Defense University, and University of Maryland University College
Robert E. Young
Adjunct Professor, iSchool and Senior Research Fellow, Center for Technology and National Security PolicySyracuse University, National Defense University, and University of Maryland University College
11:15 am - 11:45 am Morning Networking & Refreshment Break
11:45 am - 12:45 pm Field Service Optimization Working Groups - Choose One
Speakers:
Frank Bunge Global Director Aftersales Services Leica Microsystems
Billy Watts General Manager, Energy Services Mortenson
Robert E. Young Adjunct Professor, iSchool and Senior Research Fellow, Center for Technology and National Security Policy Syracuse University, National Defense University, and University of Maryland University College
Nick Chang Senior Director Hitachi Insight Group
Dan Schiess Manager, Technical Support Fluid Management
Frank Bunge Global Director Aftersales Services Leica Microsystems
Billy Watts General Manager, Energy Services Mortenson
Robert E. Young Adjunct Professor, iSchool and Senior Research Fellow, Center for Technology and National Security Policy Syracuse University, National Defense University, and University of Maryland University College
Nick Chang Senior Director Hitachi Insight Group
Dan Schiess Manager, Technical Support Fluid Management
Field Service Optimization Working Groups - Choose one
#1 Using IoT To Drive Service Revenue
Nick Chang, VP, IoT Customer Success, Hitachi Insight Group
#2 Finally Moving From A Cost To A Profit Center
Dan Schiess, Manager, Technical Support, Fluid Management
#3 Making Field Service Sexy: Recruiting & Retaining Technicians
Billy Watts, General Manager, Energy Services, Mortenson
#4 Turning Your Customer Experience Into Customer Delight
Frank Bunge, Global Director After Sales Services, Leica Microsystems GmbH
#5 Ensuring Security Of Your Field Service Technologies
Robert E. Young, Adjunct Professor, iSchool, Syracuse University, Senior Research Fellow, Center for Technology and National Security Policy, National Defense University, Adjunct Professor, University of Maryland University College
Robert E. Young
Adjunct Professor, iSchool and Senior Research Fellow, Center for Technology and National Security PolicySyracuse University, National Defense University, and University of Maryland University College
12:45 pm - 1:10 pm Working Groups Report Back
Each working group facilitator will take 3 - 5 minutes to share with you the 5 strategies that were agreed upon in their group as essential for carrying out each topic within your organization. You get the gold nuggets from each group, but only have to put in the work for one!
1:10 pm - 2:20 pm Field Service 2017 Awards Ceremony Luncheon
Recognizing the best of the best in these categories:
•Best Service & Support Strategy Team Implementation
•Most Effective Technology Deployment To Increase Service Levels
•Most Innovative Approach To Service Delivery
Nominate your colleagues, clients, or yourself at: http://fieldserviceusa.wbresearch.com/field-service-awards
Nominate your colleagues, clients, or yourself at: http://fieldserviceusa.wbresearch.com/field-service-awards
2:20 pm - 3:05 pm GUEST SPEAKER: Leveraging Iot’s Collaborative, Predictive Smart Systems To Minimize Service Calls, Optimize Profits And Create New Business Models For Growth
• Imagine a future where products collaborate and even predict their own need for maintenance, optimizing uptime by leveraging scheduled maintenance intervals, and thereby minimizing disruptive unplanned downtime and repairs?
• Taking that a step further, imagine if the field service organization could leverage that product’s operating data to provide insight back to its customers as a value-added service?
• And beyond that, imagine taking the operating data from multiple points of service, benchmarking it across an entire enterprise or industry to gain the insight to optimize a single-point, single-location plant or operation?
Mr. Thiel will discuss what you should be considering when deploying collaborative, predictive business tools and moving to business models where field service can generate revenue from operational data.
3:05 pm - 3:50 pm CASE STUDY REVOLUTION: 7 Steps To Achieve Global Trade Compliance With Service Parts
•Understanding tariffs, taxes, bilateral agreements, and more
•Pinpointing countries with the greatest shipping challenges and how to overcome them
•Identifying experts to help with shipping overseas when you don’t have expertise in house
3:50 pm - 4:10 pm The Evolution Of Self Service: When To Serve Your Customers And When To Let Them Serve Themselves
Brandon has instituted methodology, tools, and processes that have shifted the focus of resource management from a back office function to a real revenue and margin driver, and a competitive advantage in global organizations.
This session will inform the attendees of the transformational approach of this traditionally back office function, inclusive of instituting a just-in-time and centralized resource management approach, as well as what’s required to execute this in an organization.
4:10 pm - 4:30 pm Resource Management 2.0
Brandon has instituted methodology, tools, and processes that have shifted the focus of resource management from a back office function to a real revenue and margin driver, and a competitive advantage in global organizations.
This session will inform the attendees of the transformational approach of this traditionally back office function, inclusive of instituting a just-in-time and centralized resource management approach, as well as what’s required to execute this in an organization.