Field Service USA 2017

April 18-April 21, 2017

JW Marriott, Palm Springs, CA


Karin Hamel

Senior Manager, Service Excellence
Schneider Electric
Karin Hamel has worked for Schneider Electric and its subsidiary brand companies for a combined total of eight years. Her experience spans a wide spectrum of disciplines including Sales, Marketing and Service, giving her a broad understanding of the business as well as appreciation for ranging customer personas. As the Senior Manager of Service Excellence, she is passionate about building a positive culture and experience for both employees and the customer.

Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017

12:15 PM Toolbox Talks

Like the "Choose Your Own Adventure" books your middle-schoolers are reading. Pick the topics that will make the biggest impact on achieving your 2017 priorities. Through facilitated discussion you'll tap into the collective expertise of your peers. Your toolbox will be overflowing!

#1 Best Practices For Growing Your Service Contract Business
Wayne Fowler, Head of Global Service, AutoChem, Mettler-Toledo

#2 Is Your Service Organization Ready For The Connected Customer?
David D. Douglas, VP Service Management, Scientific Games
Continue to learn the best ways to connect to our customers that provide the best value.

#3 Organizing Your Operations To Best Support The Growth And Satisfaction Of Strategic/Enterprise Accounts
Roger O’Connor, VP Product Support, Gosinger

#4 Putting In Place Metrics And KPIs To Ensure Ongoing Effectiveness Of Your Parts Management Program
Eric Clopper, Director, Global Services Logistics, F5 Networks

#5 Increasing Service Revenue Generation By Leveraging Collaboration Among Service, Sales, And Marketing
Mike Lynn, Director Of Customer Support Operations, Automated Packaging Systems

#6 Optimizing Service Technician Leads And Revenue Generation
Karin Hamel, Senior Manager, Service Excellence, Schneider Electric

#7 Connecting With Customers Through Messaging
Nate Beckman, Senior Business Analyst, Safelite AutoGlass
Learn how Nate delivered an award-winning custom text messaging solution that serves millions of customers each year.

#8 The Transition To Contingent Labor: How The Blended Workforce Can Prove To Be A Successful Model
Donald Reblitz, Director of Operations, STG Tech Data
Eric Winter, VP of Product, Field Nation

#9 Top Seven IoT KPIs That Are Driving Real ROI
Kelly Frey, VP Product Marketing, Telogis, A Verizon Company

#10 Using IoT Data To Improve Customer Experience
Tim Spencer, SVP & General Manager Service Operations, BUNN
Tim will discuss with you how he used IoT equipment implementation to create warranty and service data points for finance and engineering, service histories for coverage models, and proactive alerts for improving customer satisfaction.

#11 Visibility Into Integrated Parts Inventory Across Your Supply Chain
Laura Flores, Market Manager, Field Service, DSI

#12 Achieving The #1 Goal: Urgency For The Best Customer Solution
Mark Coberly, North American Service Manager, JCB Construction Equipment

#13 Parts And Service Pricing Strategies
Bob Nelson, VP Service Manager, Equipment Service, Aftermarket & Parts Administration, Ray Lindsey Company

#14 Turning Your Technicians Into Trusted Salespeople
Len VanderHulst, Head of Service Business Development, Global Service, Mettler-Toledo

#15 Demonstrating The Value Of OEM Service To Compete Against 3rd Party Service Providers
Duane Fisher, Senior Region Manager, Commercial Services, Medtronic

#16 Mapping The Customer Journey To Improve The Customer Experience
Horacio Saenz, Former Head of Marketing Asia Pacific/Americas Global Services, Baxter Healthcare

#17 Planning For The Future: Building A Strategic Growth Plan For Your Service Business
Joe Lang, VP Service – Region 4, Comfort Systems

#18 Improving The Customer Experience Through The Entire Cycle Of Engagement
Chris Westlake, VP and GM of Services, RK Mechanical

#19 The Latest Developments For Storing And Processing Documents Via Mobile Forms
Danny Jamerson, Service Lean Manager, RK Mechanical