Dr. Scott Parazynski is an expert in leadership under adversity, and deriving the very best from multidisciplinary teams. He has spoken all over the world about the rigors, risks and rewards of exploration in extreme environments, deriving important lessons in teamwork, risk management and innovation under the most demanding circumstances, on or off the planet. Your audience will be left breathless but empowered with real-world tools to elevate their organization in an increasingly competitive world.

Scott has lived and traveled all over the world, spending many of his grade school and high school years in places such as Dakar, Senegal; Beirut, Lebanon; Tehran, Iran; and Athens, Greece. A graduate of Stanford University and Stanford Medical School, he went on to train at Harvard and in Denver in preparation for a career in emergency medicine and trauma. Dr. Parazynski has numerous publications in the field of space physiology with particular expertise in human adaptation to stressful environments.

He is the recipient of a number of prestigious awards, including: five NASA Spaceflight Medals, two NASA Distinguished Service Medals, two NASA Exceptional Service Medals, two Vladimir Komarov Diplomas from the Fédération Aéronautique Internationale, two Flight Achievement Awards from the American Astronomical Association, the Aviation Week Laureate Award, the Antarctica Service Medal, the Ellis Island Family Heritage Award, the Gold Medal from the American Institute of Polish Culture, the National Eagle Scout Association's Outstanding Eagle Award, the Order of Merit of the Republic of Poland and the Lowell Thomas Award from the Explorers Club. A Top 10 competitor in the 1988 US Olympic Luge Team trials and coach for the Philippines during the 1988 Calgary Olympic Winter Games, he was selected as an Honorary Captain of the 2010 US Olympic Luge Team for the Vancouver Games. Additionally, he a member of the Arkansas Aviation Hall of Fame and was awarded the degree of Doctor Honoris Causa from the Military University of Technology in Warsaw, Poland.

Johannes Emmelheinz studied Biomedical Engineering at Giessen University and Business Administration at IWW Hagen Distance Learning University.
Prior to 2008, he was the Head of Services Business for various sectors and Regions worldwide within Siemens AG.
From 2008 to 2012 he was CEO of Siemens Rail Services. Johannes Emmelheinz has been CEO of Mobility Customer Services since 2012.

Scott Day is the EVP of Product and Business Strategy at Thyssenkrupp Elevator. Scott is responsible for strategy, product management, and R&D program management. Scott has experienced both customer facing problems and the challenges of field force efficiency in his previous role as divisional president with full P&L responsibility . In his current role, Scott is responsible for implementing Thyssenkrupp’s new IoT platform, MAX. In addition, Scott’s team is responsible for delivering the digitalization strategy for the Americas business unit which requires out of the box thinking in areas of customer experience. Scott implemented enterprise-wide field force automation systems over 10 years ago but, realizing the speed of development in IoT and predictive analytics today, it becomes increasingly important to make sure the infrastructure is right. Decisions on hardware, data structures, integrated services and services that will enable digitalization for customers while actually making the field service force more efficient are critical to industry leadership and even survival in some cases.

Art McGinn is responsible for driving the customer satisfaction, quality, efficiencies and growth for Canon Solutions America’s field service organization. He leads a team of over 2,200 service professionals delivering customer technical service, technical support, training and call centers encompassing all CSA Business Units and products. This includes ESS (Enterprise Services & Solutions), PPS (Production Printing Solutions) and LFS (Large Format Solutions) business units. Mr. McGinn has overall responsibility for CSA’s current service portfolio and leading the implementation of future service products for CSA.

In May 2010 Art was named Vice President of Service, for Canon Business Solutions. In July 2012 Art was promoted to Senior Vice President, Service, for Canon Business Solutions. Art was a key participant in the Canon Business Solutions and Oce North America integration and was named to Senior Vice President, Service, for Canon Solutions America in January, 2013. In January 2016 Art was named Executive Vice President, Service for Canon Solutions America

Jorge Torres is an experienced Supply Chain Management and Operations leader with over 25 years of experience in Logistics, Distribution, 3PL Operations Management, Material Management, Customer Services and Field Support. Jorge has worked in small and large high-tech companies around world implementing business strategies focusing on Customer Support and proving Field Services organizations with the spare parts needed to meet and exceed the Customer’s SLA’s.

Vice President, US Life Cycle Services for ABB Inc. Responsible for Process Automation and Utility Automation installed base control systems including service labor contracts, control system evolution, aftermarket sales and operations. I manage a group of 250+ Service professionals in the US.

Jim Crowl has worked in the Field Service industry for 26 years in various leadership roles, and is currently the US Country Service Manager for ABB responsible for the growth of service in all four divisions in the power and automation industries. He has a BS in Electrical Engineering from the University of Akron, and an MBA from John Carroll University. Prior to his current role, Jim has held responsibility for multiple functions in the Process Automation Life Cycle Services organization including the aftermarket Parts & Repair business, Training, Customer Service, Advanced Services, System Upgrades, and Service Scheduling.

Jim has been instrumental in improving the customer experience through the development of front-end customer service processes in call center operations and technical support services. He has helped to improve operations and grow the LCS Service business across multiple industries. In the logistics and Spare Parts business he has made many changes to improve profitability, including the outsourcing of warehouse operations for pick, pack, and ship, the implementation of inventory optimization tools, and implementation of many front-end changes to improve sales, including enhancing ecommerce web services, direct marketing, and the introduction of new parts and repair products.

In addition to his Service responsibilities, Jim has held the role of Director of Customer Experience for the Process Automation Division across North America. In this role, Jim was responsible for driving the Customer Experience focus throughout the organization, and ensuring that PA NAM actively acquired, retained and grew profitable customer relationships. This included implementing and managing customer relationship process improvement initiatives, serving as a customer advocate and effectively translating the customer experience strategy into actions to increased customer satisfaction and loyalty.

Brian leads the Global Service Excellence department at Caterpillar, Inc. He has Service Excellence responsibilities for Caterpillar’s independent dealer network. This includes Product Support Service Operations, Dealer Learning, Continuous Product Improvement supported through the Dealer Solutions Network and SOStm (fluid sampling and analysis). He began his career 29 years ago at Caterpillar as a College Graduate Trainee in Engine Research & Development. He has worked in Power Systems Service Engineering & Product Support, Commercial Engines, Engine Product Support and various Marketing and Product Support positions, as well as global experience having worked in Singapore, Australia, and various locations within the United States.

Brian graduated from Iowa State University with a Bachelor Degree in Mechanical Engineering with an emphasis on gas turbines, prior to joining Caterpillar. He also completed an Executive Business program at Bradley University. Brian lives in Washington, Illinois with his wife and 2 sons, ages 21 and 19.

Brian loves adventure, challenges and meeting new people. One of his passions is motorcycles. In 2006, he rode a motorcycle from Peoria, Illinois to Prudhoe Bay, Alaska (Arctic Ocean) and back logging 9,900 miles in 16 days overcoming many challenging conditions, meeting and engaging with the widest cross section of people in his life and loved every minute of it.In 2008, Brian completed the California Superbike Race School.

Ryan Snellings is the Vice President of Field Service & Support at Fresenius Kabi, a leading global health care company that focuses on pharmaceuticals and medical devices used to care for critically and chronically ill patients inside and outside the hospital. Ryan has over 16 years experience in service operations and logistics and has spent several years working in Europe leading the service team that supports Europe, Middle East, and Africa. He now leads the US operations team based out of Lake Zurich, IL. The team just recently accomplished their 7th straight year of Service Capability & Performance (SCP) certification and was most recently acknowledged for both their field and customer service excellence by the Omega Management Group which awarded them the Northface Scoreboard Award. Ryan is most proud of the employee engagement scores that his team received for 2016 in which his organization ranked 26 percentage points above the global average based off of Global E3 Assessment survey results.

Billy Wang has served in senior service leadership roles in FedEx, Coca Cola and now Schneider Electric. Putting an emphasis on people and service culture to help deliver a signature experience to customers and drive financial results for shareholders.

Tim Lopez leads the Global Social Media Customer Care team for the Norton Support and Services group at Symantec. Tim started at Symantec in Engineering, but after noticing customers needed help on Social Networks but were being ignored, he took his Customer Service background, applied it to product knowledge and love for social networks, and started replying to these customers - provided them with direct support. It didn't take long for the company to notice this 'vigilante' was providing excellent customer experiences, and the company moved to make this an official company endorsed effort. Tim now in charge of Social Media Customer Care Strategy and leads a team of Social Support Agents across the globe who respond to customers on social networks, as well as other areas across the web, with one goal in mind - Surprise and Delight Customers in their channel of choice.

Visionary Executive who presents a successful record of creating profitable organizations / divisions / sales regions by building and empowering teams for success. Unique ability to turn around challenging situations internally and externally. Significant international and domestic leadership experience. Highly principled relationship builder and leader, who positions organizations for the next stage of growth through collaboration, trust, individual and team growth.

Jeff has over thirty years of field service experience in the Heating, Ventilating and Air Conditioning (HVAC) industry in the Commercial, Institutional and Industrial market sectors.  He is currently President of the Strategic Accounts at Comfort Systems USA, based in Indianapolis, IN.  The Strategic Accounts team provides multi-site, geographically dispersed customers with complete mechanical and energy solutions to improve their operation and enhance their bottom line.    Prior to joining Comfort Systems USA, he spent over 20 years with Carrier Corporation in roles of increasing responsibility including sales, marketing, operations, product management and general management.  His Carrier roles included the formulation and implementation of strategies for facilities to address CFC issues & refrigerant conversion programs, assisting building owners and managers in formulating strategic plans to address Indoor Air Quality (IAQ) and leading Carrier’s national account service organization.

Billy Watts is the General Manager of Mortenson Energy Services headquartered in Minneapolis, Minnesota. He is focused on the rapid development of the renewables service business. He has 16 years of experience in the Field Service Industry working with large fossil plants, wind farms and now solar farms. He has enjoyed the many opportunities to work all over the world and with many different cultures. His background is in mechanical engineering with a BS degree from the University of Houston. Although Billy is technically an engineer by heart, he enjoys working with people and organizations to help them develop and succeed.

Arnaud Allouche is Global Head of Field and Customer Service & Support. He has over 20 years of expertise in IT business services management and enterprise sales organization. He has proven leadership in setting up strategy and driving execution, change and performance management.

Based in the Bay Area, Arnaud Allouche is responsible for driving Hitachi Data Systems Global Field and Customer Service & Support transformation that is focused on bringing more value to customers, improving the customer experience, increasing operational efficiencies and driving revenue growth for Hitachi Data Systems. Prior to joining Hitachi Data Systems, he held several field leadership positions in EMEA at EMC2 and HP.

Allouche earned his master’s degree in Finance from Dauphine University in Paris, France. He is a regular speaker on business transformation at industry conferences each year.

Tim Spencer has a diverse background of manufacturing management, operations leadership, service and support, and general management. Working within multi-billion dollar companies, he has service experience driving change leadership across global environments. With unique solutions and innovation, Tim has led revenue and profit growth, new product development, and customer satisfaction at The Standard Register Corporation, General Binding Corporation, ACCO Brands, WMS Gaming Inc, Scientific Games, and most recently with Bunn-o-matic Corporation. He is the recipient of excellence awards from both Gartner Group and Aberdeen, and has been recognized by technology organizations for implementations in field service management solutions. He is a graduate of the University of Utah with a degree in Business Finance and currently resides in Springfield, IL.

Ed McMurray serves as the Vice President of Field Operations at Tokyo Electron America, a subsidiary of Tokyo Electron Inc. a leading semiconductor manufacturing equipment company. Ed leads all service, aftermarket sales, administration and operation teams in North America. Ed has been with Tokyo Electron for over 23 years and has held almost every position in field operations in his career. Ed is responsible for over 600 Field Service Engineers with over $350M in annual revenue. Ed is also charged to lead a program to apply best practices globally in the areas of business improvement, talent management, knowledge management, business intelligence and service automation.

Jeffrey Gafner is the Sr. VP of Engineering and Service for BW Papersystems. BW Papersystems is a $450 million global firm of 1600 people providing technology solutions and services to the paper processing industries.

Jeff’s responsibilities include global leadership of product management, product development, R&D, and field service.

Jeff has a Bachelor of Science degree in Mechanical Engineering and Master of Science degree in Engineering with an emphasis in Control Systems both from the University of Wisconsin-Platteville.

Jeff lives with his wife, Lisa in Cambridge, WI. Jeff and Lisa have five children.

Fraser has spent almost 40 years working with services associated with industrial distribution operations across Canada. His specialty is acting as an interpreter between functional groups, translating for finance, operations, sales, service, administration and IT personnel in their interactions between each other. In his time as a senior manager at Levitt-Safety he has participated in a tenfold growth of the service side of the business.

As the Vice President of Customer Service, Ira is responsible for strategy and execution across Okuma America Corporation's vast Distribution network serving North, South and Central America. Ira began his tenure with Okuma in 1986, starting an Electronic/Engineering Technician. Ira worked through various positions within Customer Service at Okuma and recently held the position of Vice President of Operations, responsible for Engineering and Manufacturing.

Bob Nelson has been with the Ray Lindsey Company since 1997, and has been VP since 1999. Duties include responsibility for After Market Parts and Service in Southern Illinois, Missouri, and Kansas regions.

Lukas is CEO of Swisscom Cloud Labs Ltd. in Menlo Park, California, a subsidiary of Switzerland’s leading telecommunication provider called Swisscom. Even while studying business administration at the University of St. Gallen, Lukas founded a start-up in the educational sector, which he later sold to a German educational publisher. Based on his own experiences as an independent entrepreneur, his current duties at Swisscom include acquisition and collaboration with innovative start-ups, e.g. in the Collaborative Economy sector.

David Douglas possesses over 25 years of global technology leadership experience. His focus has been in the Lottery and Gaming sectors and broad experience includes executive leadership of North American organizations responsible for Service Management, customer deployments of large scale systems and infrastructure, professional services, technical service, field service, operational support and call centers. His current scope at Scientific Games includes the oversight of Scientific Games' Service Management functions as well as the deployment of all of Scientific Games' Lottery systems, land based casino and VLT products.

Aaron Zeper serves as Vice President at STG Tech Data, a recent acquisition of Fortune #108 Company, Tech Data. Aaron leads all Services, Sales, Marketing, and Operations teams in the organization, which delivers a variety of IT Data Center services on behalf of Solution Providers to their end user clients. Prior to Tech Data and STG, Aaron has 15 years of experience, domestically and internationally, leading technology organizations up to 200 teammates with over $1B in annual revenue, working at Insight and as a contractor to IBM and CA (Computer Associates). The explosive growth he has led in these organizations come from a focus on business improvement, talent development, and the client experience, with a foundation of controlled chaos, common sense, and extreme balance. Aaron is a rebel with results.

Ron Zielinski leads Global Customer Services for Coherent Inc., where he has been creating customer loyalty and improved financial outcomes for 30 years. In November 2016, Ron’s team size and service activities more than doubled due to Coherent’s acquisition Rofin Sinar Technologies Inc.

Chris Westlake serves as Vice President and General Manager for the Services and Electrical businesses at RK, a leading single source provider for mechanical contracting, custom manufacturing, steel fabrication, prefabricated construction, facilities services, electrical work and water treatment solutions with over 1,400 employees and growing. His background includes 20+ years global Service industry leadership experience for VC owned, privately-held and Fortune 500 companies including Danaher and Rockwell Automation. Chris has a B.S. degree in Industrial Engineering from University of Wisconsin and an M.B.A. from Marquette University. Chris is a frequent speaker and Advisory Board member for The Service Council, WBR Field Service, Aberdeen Group and Association of Support Professionals.

Chris Gera is a results focused executive and high-energy leader who is passionate about mentoring and managing high performing teams in his role as Vice President of Operations for the Emerging Markets Group at one of the largest installation and fulfillment companies in the US - MasTec Advanced Technologies (AT).

A University of Ohio alum, Chris leverages over 25 years of progressive experience to achieve large scale transformations and implement a winning culture focused on employee engagement to drive customer satisfaction and retention on behalf of some of the country’s most recognized brands.

In his role, Chris oversees emerging business models, measuring customer insight, engagement and internal business processes to effectively identify, define, support and drive transformation in order to achieve operational excellence and exceed company goals.

Prior to joining MasTec AT, Chris served as Vice President of Field Service at Vivint Inc. where he lead over 1,100+ person team focused on delighting customers. The team included 900+ field service professionals responsible for the installation and service of 1m+ customers across the US & Canada.In addition, he directed the software and support infrastructure including field training and development, resource management, field business analysis and planning, field technical support, program management, scheduling and dispatch operations.

Chris also served as Vice President of Field Operations at Nielson for over six years, leading a team providing service across the 56 major television markets. The team of 700+ field employees and was directly responsible for client deliverables, client problem resolution, strategic planning, financial management and efficiency-related improvements. Chris expanded into the position of Vice President of Field Information and Support Services for an additional six years before serving as Global Strategic Program Leader, where he defined an innovative digital strategy and executed transformative changes in the company’s operations, supporting 15,000 associates in 108 different countries.

Obtained his Bachelor of Science degree in Business Administration and Accounting at Pensacola Christian College, then went on to University of West Florida to a achieve a Master's degree in Accounting. He now manages the US Service, Regeneration Tech Service and Customer Service operations of Mar Cor Purification. The service operations include 28 service office and 7 regeneration facilities. Has worked at Mar Cor Purification since January 1997.

Originally from the Richmond, Virginia area, Eddie began his career in operations management at UPS and later Sales and Sales Operations at a top ADT dealer. After working for a much larger security company, he made the move to Safe Home, in its start up phase, where he was forced to wear many hats. A licensed attorney, he became the corporate counsel, but his interest in technology and prior experience in operations led him to head up operations and systems at Safe Home. He enjoys skiing, camping, and traveling. Eddie lives just south of Salt Lake City, Utah with his amazing wife and two awesome young children.

Jim Joyner is the Vice President of Corporate Excellence for Card-Monroe Corp. in Chattanooga TN. He graduated from UT Chattanooga with a BS in Finance and later earned an MBA from the University of St. Thomas in Minnesota.

Jim began his professional career with the 3M Company where he progressed through the ranks in quality, manufacturing, sales and marketing. He later joined Philip Crosby Associates as a vice president, helping to grow the company into the world’s largest consulting firm specializing in quality. He has been with Card-Monroe since 2003.

As a consultant/educator, Jim has worked with hundreds of organizations on six continents. He has served as an advisor to the Japan Management Association and authored several books including Quality Still Works (available on Amazon).

From time to time Jim teaches business at the college level. He is a frequent speaker at conferences and has served as an examiner for the Tennessee Center for Performance Excellence. Over the past forty five years, Jim has taught or presented to over twenty thousand people. (He has also earned over three million frequent flyer miles). Jim and his wife Gretchen have four grandsons. He is a motorcycle enthusiast and enjoys tennis and golf.

Laura leads a large, technical services delivery organization focused on Solutions and Incubation technologies. Her teams drive customer intimacy in key areas of Cisco’s business. They are responsible for support of premium solutions support offers in the areas of Data Center/Cloud, Security, IoE, Software and others. Her team is also responsible for the technical support of Cisco’s new acquisitions.

In her 20 years at Cisco, Laura has held key roles in strategy and operations, Data Center and Partner Support of Cloud Infrastructure, training and leadership development, and program management. Throughout her career she has enjoyed innovating, building new teams and capabilities, and then moving to the next new technology or challenge.

Laura has her Bachelor of Arts degree from University of California, San Diego. She enjoys spending time with her two teenage boys, playing tennis, participating in Zumba, and reading.

Nick Chang leads the customer success organization responsible for ensuring Hitachi customers and partners realize the full value of our solutions throughout all phases of their IoT Digital Transformation. In this position, he is responsible for Professional Services, Managed Services, Cloud services, and Customer Support. Prior to Hitachi, he has driven change and thought leadership in companies like NetApp, Sun Microsystems and Hewlett Packard where he held a variety of Global Sales, Services, and Support executive management roles.

Global Support and Services Operations Leader with over 25 years’ hands-on operational management experience, specializing in development and execution of Global Product / Customer Support Strategies including: On-site HW Break-fix Parts Replacements, Parts Logistics and Distribution, RMA and Repair, Asset Recovery, Procurement, Field Support, Remote Technical Support and Contact Center Operations. Delivering 24 hour support to Enterprise Customers for Mission Critical systems.

Currently at NetApp responsible for Global Support Logistic operations delivering end-to-end on-site hardware support and remediation to Enterprise Customers.

Operational responsibilities include:

• Supply Chain Operations (global inventory planning and management, repair, asset recovery)
• Field Service Logistics (3PL delivery, 392 global depots, 194 countries, $230M managed inventory, ~480K supported systems, over 400K annual part/FRU dispatches)
• Global Third Party Maintainers operations (34 global TPM suppliers, ~3000 field engineers, ~120K annual dispatches)
• Global Contact Centers (CSR) Operations (over 700K+ annual cases, 8 languages)
• Global Operations / PMO (systems, tools, metrics and analytics, processes, automation, etc.)
• Extensive experience delivering high-quality and high-volume global support and services through a large network of outsource Service Suppliers
• Extensive experience in developing and executing global Support and Service delivery strategies for companies ranging from FORTUNE 500 to pre-IPO start-up’s
• Proven track record of delivering significant YoY cost reductions (upwards of ~$50M annually) with measurable improvements in quality and customer satisfaction
• Successfully developed a strategy and delivered technically complex global field remediations for 000’s of mission critical systems deployed in customer’s datacenters
• Consistently delivering SLA compliance of above 99% (RMA) and above 98% (on-site resources)

I am currently the Sr. Director of the Technical Solutions Center for Siemens Healthineers. I am responsible for the success of 268 employees located in Norwood MA, Glasgow DE as well as various remote locations. My customer base consists of Hospitals, ER’s, Dr. Offices, I have been with Siemens Healthineers for the last 10+ years. Previous to Siemens Healthineers, I worked as the Director of Customer Relations at CRANE where I became Lean Black Belt certified. I have been actively involved in some fashion of the service industry for over 30 years.

John Bauer, Sr. Director of Customer Services Technology, joined FireEye in 2013 to lead the expansion of customer services tools and systems to enterprise scale. A services veteran of 20+ years, he has led the successful creation of FireEye communities for customer support, expansion of live chat as a support channel, and implementation of premium managed security services. Prior to joining FireEye, he served as the eServices adoption lead for EMC, receiving the EMC Total Customer Experience award in 2010. Mr. Bauer holds a B.S. in Electrical Engineering from the University of Missouri, Rolla.

Vasiliy Krivtsov is the Director of Reliability Analytics at the Ford Motor Company. He also holds the position of Adjunct Professor at the University of Maryland, where he teaches a graduate course on advanced reliability data analysis. Krivtsov has earned a PhD degree in Electrical Engineering from Kharkov Polytechnic Institute (Ukraine) and a PhD in Reliability Engineering from the University of Maryland (USA). He is the author of over 60 professional publications, including 3 books on Reliability Engineering and Risk Analysis, 9 patented inventions and 6 trade secret inventions on statistical algorithms for Ford. He is a Vice Chair of the International Reliability Symposium (RAMS®) Tutorials Committee and a Senior Member of IEEE. Prior to Ford, Krivtsov held the position of Associate Professor of Electrical Engineering in Ukraine, and that of Graduate Research Scientist at the University of Maryland Center for Reliability Engineering. Further information on Dr. Krivtsov's professional activity is available at www.krivtsov.net

Ms. O’Brien is a veteran field service and process improvement expert who has led a range of transformational initiatives from technology implementations to business process re-design. Most recently, she led an overhaul of field service management for an organization processing 10M+ transactions annually. This effort included business processes simplification, organizational structure redesign and the replacement of the schedule, routing, dispatch and mobility software. As a Six Sigma Black Belt, she approaches business opportunities objectively and leverages a variety of influence and change strategies to ensure effective implementation and sustained results. Ms. O’Brien will share stories from the business transformation journey and provide insights in change leadership in a distributed workforce model.

Experienced Service Executive with a demonstrated record of success in building and growing businesses. Proven ability to assess, identify, and implement both strategic and tactical actions for profitable growth. Proficient in Sales and Operations Management, Acquisitions, and General Management. Strong skills in Sales, Account Management, and Target Account Selling to compliment operational Excellence initiatives and actions. Joined Tennant in 2014 and is transforming their successful Industrial Service model for double digit growth and market capture.

Experienced Management professional with demonstrated success in improving and growing businesses in multiple industries with a focus on rapid business transformation. Proven ability to translate customer value into operational processes that optimize resources while improving the customer experience and achieving breakthrough results. Proficient in Operations Management, Strategic Assessment and Planning, and Systems Integration. Strong skills in Leadership Coaching/Development, and Metrics/Incentive Alignment for Capacity and Sales Growth. Proven ability to function as a Coach/Leader at all levels of business.

27 years of Sales, Marketing and Operations experience with Fortune 500 Companies. For the past 8 years, Mitch has been with Ingersoll Rand working in the Company’s Climate Solutions as well as the Industrial SBU in Sales and Operations Management. Currently, Mitch is the Global Director of Service Transformation for the Compression Technology and Services SBU, where his role is to lead the global development of service capabilities, primarily in Asia Pacific and Latin America.

Prior to Ingersoll Rand, Mitch spent 17 years with the Ford Motor Company in roles with increasing responsibility in Sales, Marketing and Business Development.

Mitch has a BBA from Georgia Southern University, an MBA from Millsap College in Jackson, Mississippi and an Executive Development Certification from Emory University in Atlanta, GA.

Mr. Jenkins has served the aircraft engine industry for twenty-five years and brings leadership expertise in team development, strategy, and execution. He has overseen more than $300M services revenue, $350M in purchases, and reduced recurring cost over $150M per year. Andy has also consulted airlines, militaries, and MRO companies worldwide on business and leadership change. His current focus is leading site engine and component repairs business segments. Former employers include General Electric, AlliedSignal-Honeywell, and Howmet-Alcoa. Mr. Jenkins holds a Bachelor of Science in Mechanical Engineering from the University of Tennessee and a Master of Science in Mechanical Engineering from the University of Cincinnati. He is married with four children.

Eric Clopper is the Director of Global Services Logistics for F5 Networks, Inc., Headquartered in Seattle WA, USA. In the 8 years Eric has been managing GSL at F5, the department has doubled in size while improving all key metrics. Prior to F5, Eric has held various management positions in Logistics, Process and Planning with: Isilon Systems, Emulex, LSNW, Vixel, Fujitsu Computer Products of America and Axiom Electronics. 

Mr. Nava joined Luminex Corporation in April 2003 and currently serves as Senior Director, Field Service, Americas. In this capacity, Mr. Nava has responsibility for the delivery of on-site service and support for all Luminex Corporation platforms in the Americas. Previously at Luminex Corporation, Mr. Nava held the position of Director, Technical Operations and Manager of US Field Service. Prior to joining Luminex Corporation, Mr. Nava held field service roles at DPC, now Siemens, and Intelligent Medical Imaging.

Stephen Abate is the Director of Service North America for Edwards Vacuum, LLC. Edwards is a leading developer and manufacturer of sophisticated vacuum products, abatement solutions and related value-added services. Edwards is part of the Atlas Copco Group, a Sweden-based provider of industrial productivity solutions.

Stephen is responsible for leading the field service operations organization for North America, which includes management of the regional and on-site field service teams, customer technical support team and field service EHS. Recently he has been involved as a project manager for the NA Service team with mergers, acquisitions and company integration activities. Stephen has more than 20 years of experience in strategic planning and tactical execution of a results oriented customer focused delivery of service solutions.

He holds a bachelor’s degree in mechanical engineering from Northeastern University and a master’s degree in business administration from Arizona State University’s.

Currently implementing projects to ensure that there is a balance of having the correct inventory levels at the right locations that ensures customer and business needs are meet.

Dave Carlsen is the Director of Field Service for BWPapersystems North and Latin America Regions. Over 26 Years of experience in the Field Service. Graduate of Michigan Technological University. BWPapersystems has a developed a Global Service Team that collaborates closely to optimize – Training, Team Member Development, Local and Regional Customer Support, Utilization, and Continuous Improvement Strategies.

As Global After Sales Service Director, Frank has P&L responsibility for the After Sales business at Leica Microsystems. As an important part of this role he is in charge of all service related initiatives and projects driving after sales services as corporate break through initiative regarding quality, efficiency and growth. In addition Frank is heading the company’s remote service program in optimizing customer satisfaction and reducing the equipment life-time costs as well as increasing efficiency and profitability of the Leica service organization. Frank earned a master degree in economics from the Helmut Schmidt Univers roleity in Hamburg, Germany.

Ron Bucher is Worldwide Customer Support Director at AccuVein, with P&L responsibility for all post-sale customer support. He has served the healthcare industry since 2006, in customer support leadership and product management roles at medical device companies ranging from $20M to $2B revenue. His expertise includes maximizing service quality and service sales, and freeing sales teams from managing post-sale customer issues.

Prior to joining the medical device industry, Ron developed and led world class post-sale Customer Support for several high tech companies in Silicon Valley, including Siemens Information Technology Services, Sun Microsystems, Octel Communications, and Amdahl/Fujitsu.

Ron holds a B.S. degree in Computer and Information Science from The Ohio State University, and an M.B.A from San Francisco State University. He enjoys spending his free time on tennis courts, bicycles, golf courses, and human rights causes.

Charles has 34 years’ experience in the healthcare industry with both sales and service assignments. His career started in field service as an engineer progressing to management and leadership positions. Teams he has led have developed and deployed field tools including CRM applications (Sales Force), Mobile applications, knowledge management systems, resource modeling software and smartphone technology. Change Leadership is integral to most new technology and organizational changes; his teams developed and implemented new customer escalation process and technical support teams.

Charles has an undergraduate degree in Electrical Engineering and a graduate degree in Industrial Engineering.

Blake Bolton is the Director of Global Logistics and After Market Services at ViaSat. His team has a broad range of logistics and product support responsibilities including the management of all transportation, distribution, reverse logistics, service parts and after market planning, customer support, logistics program management, tech pubs, and supportability engineering for ViaSat’s diverse commercial and government customer base. His team is responsible for managing the distribution and reverse supply chain activities for 3PL’s, contract manufacturers and service centers in 11 countries on 6 continents.

In addition to his responsibilities at ViaSat, Blake was previously a board member for APICS San Diego and is currently the co-chair of the Supply Chain Advisory Board at Cal State San Marcos.

Prior to his current responsibilities, Blake was a Supply Chain Manager at ViaSat. He holds a Master’s of Science in Industrial and Technical Studies and a BS in Industrial Technology from California Polytechnic State University San Luis Obispo and participated in Stanford’s Graduate School of Business Executive Leadership Development Program.

Donald Reblitz was appointed as STG's Director of Systems & Tools in May of 2014. In his current role, he works across the company to bring STG's full portfolio of solutions and capabilities to current and new global customers.

Over the past 18 years he has held senior leadership roles in Sales, Sales Operations, Finance, Project Management, Sales Analytics, and General Management on behalf of many leading brands including IBM, Acer, Panasonic, and Sony. Donald most recently led the sales operations and sales effectiveness practice for TeleTech, a $1 Billion contact center services business, including the integration of several key acquisitions: Peppers & Rogers Group, eLoyalty, iKnowtion, Guidon and TSG.

He takes pride in serving his community as a firefighter and elected officer for his local volunteer fire department. Donald has led his neighborhood block watch program, been appointed to the Town of Gilbert Human Relations Commission and served on the boards of other local charitable organizations. Donald earned his Bachelor of Science in Management from Arizona State University.

Mike Lynn currently holds the position of Director of Customer Support Operations at Automated Packaging Systems the world leader in designing and manufacturing flexible bag packaging systems. Mike has direct global responsibility for all of organizational Customer Support Operations including the Customer Support, Technical Support, Field Service Support, Technical Training and Documentation, multiple Spare Parts Distribution Centers, and International Logistics Support Teams.

Dave Newell is the Sr. Global Materials Manager for Varian Medical Systems, a manufacturer of Oncology Radiation Cancer Treatment products as part of the Customer Service and Support division (CSS). Headquartered in Palo Alto CA, Varian is the world leader in oncology cancer treatment capital products.

Dave Joined the company in December of 2002 and has been involved in global installation, repair and service spares support managing over inventory in over 41 world wide depots and part hubs. In addition to also managing supplier logistics, supply chain processes and MRP systems his focus is to implement a global multi echelon planning/distribution process in emerging markets.

Dave has been in the service support business for over 15 years and has been in Supply Chain management for over 30 years, with such companies as, Plantronics, KLA/Tencor and Motorola.

He is a member if ISM, a Certified Purchasing Manager (C.P.M.), and Accredited Purchasing Professional (A.P.P.) and holds a Bachelor’s Degree in Business Administration from San Jose State University and a Master’s Degree from Cal State Long Beach in Health and Human Services.

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.

Nate Beckman is a Senior Business Analyst on the Mobile Innovation Team at Safelite AutoGlass, based in Columbus, OH. He was instrumental in launching Safelite’s award-winning mobile field service application and On My Way Text program. Nate’s team delivers solutions that make life easier for field managers, technicians, and customers. Recently, he drove the design and delivery of a time management system and mobile route timeline. Prior to Safelite, Nate served as a Project Manager at Limited Brands and developed CRM solutions for Accenture.

Jon Kent is an Enterprise Mobility enthusiast who has passion for improving the professional lives of those he works with, through improved technology and process. Jon has twenty years’ experience leading field service organizations and has found his home with Cox Communications as manager of Field Service Mobility. Jon has both organized and chaired enterprise mobility events, and enjoys building new relationships with end-users and vendor partners in an effort to pair best technologies with operational improvement efforts. Jon is also a certified project manager and volunteers his time with his local church and Habitat for Humanity.

Defined and developed KPIs (Key Performance Indicators) to measure service organization’s effectiveness in supporting business objectives and revenue growth. Developed customer centric service management and service delivery processes and implemented them on multiple software platforms. Led cross functional teams for complaints escalations and resolution in a consistent, predictable timely manner to resolve customer issues

Worked with cross-business teams to ensure 'total value proposition' is delivered to customers, evaluate and implement processes to enhance global customer service capability, and service process efficiency.

Over 25 years’ experience leading global service teams in biotechnology, pharmaceutical and semiconductor industries. Can motivate stake holders to develop solutions that meet corporate goals, lead courageously and willing to raise questions that challenge current processes in order to measure and improve them for better overall customer satisfaction.

Brian was born and raised in Columbus, Ohio. He currently lives in Louisville, KY. He has been with Medtronic for 18 years with a total of 25+ years in service with mostly medical devices. Completed his MBA program in 2005. Brian is now currently leading a team of 35 engineers and area managers.

Greg Parker is the leader of service and industrial refrigeration at Trane, a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand. He offers more than 20 years of heating, ventilation and air conditioning industry experience. In his current role, he is responsible for leading service product management and industrial refrigeration for Trane North America. Parker has successfully led efforts to optimize digital communications with both customers and the Trane field service team. He holds a bachelor’s degree in electrical engineering from Auburn University and a master’s degree in business administration from Indiana University’s Kelley School of Business.

Tom Voirin is a senior executive in the telecommunications market with extensive experience in the Service sector spanning over 30 years. He has been responsible for the national and international deployment of communication equipment and has led global Service initiatives to implement "Best Practices" in the engineering, program/project management, field installation and provisioning of Optical Networks.

In his career he was the Sr. Director of Deployment Services at Tellabs, Vice President & General Manager of Professional Services at ADC Communications, the Director of Quality & Customer Satisfaction at Motorola, the Director of IT Infrastructure Delivery at Royal Philips and currently Tom is employed at ISCO International as the Vice President of Customer Services.

His strengths lie in aligning customer expectations with service delivery capabilities to exceed revenue and profit goals. Under his leadership he has directed companies to attain a sustainable competitive advantage by defining, developing and articulating a common framework for the company’s service strategy. He is a leader that engages employees to fight competitive pressures with effective business tools allowing them to feel “connected” to the company. He leads process improvement in a positive collaborative manner resulting in increased profitability and customer loyalty. Most importantly, he has mastered the art of leveraging customer feedback to create an effective change management system.

Tom values his family and time spent with them. He has been married to his wife, Linda, for 39 years. Together they have 3 children, Adam, Greg and Chris. Tom is a Certified Tree Farmer and has planted over 25,000 trees at his farm in NW Illinois. Tom enjoys working outside, traveling with his family and volunteering at local non-profits and community outreach program.

Karen Lehr is the Director of Customer Care at Ice-O-Matic, a global leader in the commercial ice machine business. Her team manages approximately $100 million in sales and won the Governor’s Award for Export for Colorado. She also teaches marketing and project management for the University of Phoenix.

Russ was Tapped By then Knoxville Mayor Bill Haslam to Design, Build, and Implement 311 service for the city of Knoxville in October 2004. Prior to that, he was a leading executive in the Ambulance industry. Russ spent 5 years with Rural/Metro Corp., the largest provider of emergency services in the Southeastern United States. As General Manager for East Tennessee, Russ had operational and fiscal oversight for all Fire and EMS operations and was responsible for an annual budget in excess of $30 million and 1,500 employees. Prior to moving to Tennessee, Russ was part of a team that built the largest ambulance call center in the western United States in Los Angeles California.

Russ’ experience ranges from training management teams to improve productivity and employee relations, negotiating large labor contracts, emergency service system design and implementation, to risk management and employee retention programs. He has consulted government agencies and companies throughout the US and Canada, has written and produced media campaigns for television, has lobbied for legislation to protect Domestic Violence Victims, and is the host of “Knoxville Now!” on 96.3 FM. Also, Russ has worked with the Governor’s office and the Commissioner of Homeland Security on a specific public safety plan focusing on the prevention of violence in the home and is part of Governor Haslam’s Customer Focused Government Group that has been charged with reviewing state departments from the ground up to improve service. Russ recently negotiated an agreement with the Knoxville/Knox County Office on Aging and the United Ways of East Tennessee to take 211 I&R into the 311 Call Center. Russ is active in the Rotary Club of Knoxville, Chairing programs for several years. He also works with victim advocacy groups across the country. Russ is a certified government performance manager and is often asked to speak to management groups around the country on issues of customer service, government, and employee relations

Nearly 30 Years in the Marine / Offshore Service Business. Graduate of the U. S. Merchant Marine Academy (Marine Engineering Systems) and Auburn University (MBA). Has driven nearly a billion dollars in business from Project Engineering to Program Management to Executive Service Management. Managed Service Operations and Service Sales all over the world. Currently a Director with General Electric Transportation – Marine Diesel Division.

Glenn Wanamaker has been working for Mar Cor Purification for over 4 years as the Training and Product Manager for US Service. Through Glenn’s expertise, the latest technology solutions are being brought to the forefront of Mar Cor’s daily service activities. His contributions are instrumental in the implementation and managing of new technologies across the Mar Cor strategic US Service infrastructure.

20 + years in Customer Support and Field Service Management

17 years with Fluid Management, a business of IDEX Corporation, and based out of Wheeling, IL. We are leading manufacturer of Automatic Dispensers, Paint Shakers and Paint Mixers. Our variable service model of In House Technical Support, Factory Direct Field Technicians & Regional Managers, and a Certified Partner Network support over 25,000 pieces of equipment in Big Box Retailers, Mass Merchants, Hardware Co-Ops and Paint Manufacturers.

Held various management positions of increasing responsibility within Fluid Management, focusing on continuous improvement, technical automation, and best in class customer support. Fluid Management’s Customer Support Operations is continuously developing and automating standardized processes and workflows and refining their omni-channel support capabilities.

Mr. Lang has been in the HVAC service industry for 34 years working for both OEM manufacturers and independent service and construction contractors. During his career he has held positions in field service, service technology, sales and service management. In his current role, he leads a group of operating companies within Comfort Systems USA that have doubled their service revenue and profitability in less than five years, and is leading the adoption and utilization of Dynamics 365 and service estimating tools for all of Comfort Systems USA.

Born in Naples, Florida, Ken is a traveler, businessman and humanitarian. Compassionately raised by two loving parents, Ken’s ability to search out fairness with a strong sense of organization, always looking for the potential good in any situation is his strength. Continuing tradition in 1993 by taking over the family’s roofing business provided a venue for creative implementation of successful ideas. In 2004 and 2005 the Kelly Roofing team responded to their community’s needs during tough hurricane disaster times. In 2008 Energy Saving Solutions, a consulting and educational firm was created with the goal to help others understand the true meaning of “Green”. As an Instrument rated Airplane and Helicopter pilot, Ken’s passion for life and dedication to excellence is exemplified through the rigors of aviation. Currently Southwest Florida’s Wing Commander of Angel Flight Southeast, Ken helps fly and coordinate missions for those in medical need; including transplant, cancer and military veteran patients. Ken donates time to his community by sitting on various boards and commissions such as the Florida Housing Authority, which he chairs. As an industry leader, Kelly Roofing is currently ranked 53 out of all roofing contractors in America. An industry spokesman, contributing author and circuit speaker, Ken enjoys sharing and helping other business professionals in all sectors. Hope Contained, a non-profit Ken helped form, is dedicated to helping the poorest of poor throughout the world by recycling and converting steel shipping containers into homes, creating villages and designing micro-farms in developing nations. Ken is a single parent to Austin, his 22-year-old son, who is in the United States Marine Corps, but earns the title “Father” by passing on traits learned and further developed. The two are committed travel and volunteer partners, always on the prowl for new achievements. Ken lives his life to serve others through the implementation of “Kaizen”, the Japanese word for a life-long commitment to constant learning and improvement and was given the Visionary Award by Microsoft in 2015 for his creative use of the Dynamics platform of software.

Robert O'Connor, currently the VP of Product Support for Gosiger, has been with Gosiger for 18 years. Gosiger is a machine tool distribution organization representing Okuma, Hardinge, Haas and other machine tool lines. We are a value added distributor with more than 180 service techs in 13 states. In addition to selling and servicing the systems we sell, Gosiger also provides engineered turnkey solutions for our manufacturing customers with more than 50 applications and automation engineers on staff.

Dowdell has over 30 years’ experience of increasing responsibility in managing the development and distribution of technical information in a variety of different industries, including: digital and wireless communications, microelectronics, and heavy equipment. Currently, he is involved in end-to-end information processes in the agricultural equipment business.

His teams have been awarded with the Society of Technical Communications (STC) International Distinguished Award as well as the Rare Bird Award from the Center for Information Development Management (CIDM).

He holds undergraduate degrees in Electronics Technology, and Management. He also holds a Graduate degree from Syracuse University School of Information Studies (iSchool).

Global Support and Services Operations Leader with over 25 years’ hands-on operational management experience, specializing in development and execution of Global Product / Customer Support Strategies including: On-site HW Break-fix Parts Replacements, Parts Logistics and Distribution, RMA and Repair, Asset Recovery, Procurement, Field Support, Remote Technical Support and Contact Center Operations. Delivering 24 hour support to Enterprise Customers for Mission Critical systems.

Currently at NetApp responsible for Global Support Logistic operations delivering end-to-end on-site hardware support and remediation to Enterprise Customers.

Operational responsibilities include:

• Supply Chain Operations (global inventory planning and management, repair, asset recovery)
• Field Service Logistics (3PL delivery, 392 global depots, 194 countries, $230M managed inventory, ~480K supported systems, over 400K annual part/FRU dispatches)
• Global Third Party Maintainers operations (34 global TPM suppliers, ~3000 field engineers, ~120K annual dispatches)
• Global Contact Centers (CSR) Operations (over 700K+ annual cases, 8 languages)
• Global Operations / PMO (systems, tools, metrics and analytics, processes, automation, etc.)
• Extensive experience delivering high-quality and high-volume global support and services through a large network of outsource Service Suppliers
• Extensive experience in developing and executing global Support and Service delivery strategies for companies ranging from FORTUNE 500 to pre-IPO start-up’s
• Proven track record of delivering significant YoY cost reductions (upwards of ~$50M annually) with measurable improvements in quality and customer satisfaction
• Successfully developed a strategy and delivered technically complex global field remediations for 000’s of mission critical systems deployed in customer’s datacenters
• Consistently delivering SLA compliance of above 99% (RMA) and above 98% (on-site resources)

Danny’s mission as Manager of Service Lean is to create and drive continuous improvement by deploying a variety of tools, processes and concepts that improve overall business performance as well as ensuring associate actions and activities support RK Service Goals.

He earned a BS in Mechanical Engineering from Milwaukee School of Engineering as well as a Diplom Ingenieur in Mechanical Engineering from Fachhochschule Lubeck, Germany. Utilizing these degrees as well as a Green belt in six sigma, Danny drive continuous improvement across the entire RK Service business.

One recent project was the development of a mobile application which provided a solution to paper forms in the field. This particular application was designed to replace the operating logs for new equipment which was installed prior to the BAS. In addition to removing the paper from the process, the app allows for real-time performance updates with manager notifications as well as keeping track of all data and maintenance activity for individual pieces of equipment.

Dr. Young is an expert on cyber security, Information Assurance (IA) and Information Operations (IO). He has presented widely on issues and challenges related to the security of wireless/mobile devices, cloud/virtual networks, the cyber workforce, network/systems security principles, safeguards, and practices. Presently he is a Principal Cyber Security Engineer at the MITRE Corporation, a not-for-profit company that operates multiple federally funded research and development centers (FFRDCs). Dr. Young is supporting numerous U.S. Government sponsors with cyber security and cyber medicine initiatives, in addition to supporting numerous corporate endeavors. Previously as a government civilian, he supported the Secretary of Defense as the Director for Cybersecurity and Information Assurance Outreach (CIAO) and Mobile Device Security Division, Office of the DoD Chief Information Officer. Dr. Young has been a professor at National Defense University since 2002. Prior to that, he was Chief of 11th Wing Information Assurance Office, Air Force District of Washington, providing policy guidance, technical support, and security oversight of communication, computers, and classified emissions. Dr. Young retired from the USAF after serving on active duty for 21 years, starting with his enlistment at seventeen from the Upper Peninsula of Michigan. In the beginning of his career he served in the Middle East/Desert Storm, mid-career he was selected to serve as Aircrew for the White House, and ultimately finished up his military career as a Commissioned Federal Medical Officer. He continues to serve as a volunteer in his Medical Officer capacity with the Wounded Warrior Program at the Walter Reed National Military Medical Center and teaches masters-level cyber security courses at the University of Maryland and Syracuse University.

Steve Evans is the US market Sales Manager for Hayward Gordon and has extensive experience on municipal pumping and mixing applications, as well as mineral processing mixing applications.

Fred Thiel has over 30 years of experience leading and advising companies and investors in the technology, data communications, Internet, IoT/M2M (Internet of Things/Machine to Machine), automation, Big Data, digital media and software industries. Serving in many leadership roles, early on as a corporate CEO/senior executive and now as an advisor to CEOs and boards of directors, Thiel has helped drive rapid growth and generated hundreds of millions of dollars in shareholder value by focusing on transformational value creation, innovation and a keen understanding of how trends and disruptive technologies affect businesses and industries.

He is a technology and industry visionary and frequent speaker at global events and conferences on IoT and its impact on our future lives, business models, industries and society. He also lectures on innovation, strategy, disruption and transformational growth to MBA classes at both the University of Southern California (USC) Marshall School of Business, and the University of San Diego (USD).

Thiel is a longtime partner and advisor to Private Equity (PE) firms. He is currently a Senior Advisor to both Graham Partners and Inverness-Graham Investments, and an Industrial Advisor to EQT Partners, which is an elite network of 250 current or former executives of major international corporations who provide board-level advice and guidance in ongoing investment deals.

Thiel has helped companies transform business models and leverage the disruptive trends affecting industries globally. He helps companies evaluate, develop and execute strategies to transform operating businesses and product lines, drive innovation initiatives and create new product lines and business models that drive growth and create value.

He has developed visionary concepts and products, most recently to help companies develop and execute strategies for collaborative autonomous systems, intelligent sensor systems, predictive maintenance, and intelligent fleet/asset management solutions.

Vivek Joshi, CEO and Founder of Entytle, Inc., is an executive with significant Aftermarket Service experience in various industries, spanning diversified industrial manufacturing, healthcare, private equity and high technology. He previously was founder and CEO of LumaSense Technologies Inc., a temperature and gas sensor manufacturer, from inception through February 2013; an Operating Partner at Shah Capital Partners; and Senior Vice President of Marketing for Sun Services, a $3.6 billion division of Sun Microsystems. He was also a senior executive at GE and has extensive experience in Aftermarket business in various companies during his career. Vivek has an M.S. in Chemical Engineering and an M.B.A. from the Darden School of Business at the University of Virginia, Charlottesville and a B.Tech in Chemical Engineering from IIT, Mumbai.

As Chief Operating Officer, Scott is responsible for the total solution for our customers, including Product Management, Engineering, Services, Alliances, and Customer Success. Prior to joining ServiceMax, Scott was a Regional Sales Manager at SuccessFactors. He was an original member of the team that formed SuccessFactors first industry vertical team focused on the healthcare market.

Prior to SuccessFactors, Scott served as VP of Business Development at Birst, a SaaS business intelligence solution. Scott expanded Birst's initial vertical analytic applications for Financial Services firms to other industry verticals, including pharmaceuticals and telecommunications. Scott also held a variety of senior management positions at Extensity Inc., including Business Development, Professional Services, Marketing and Sales Development. For 3 years, he served as Vice President, Strategic Sales Operations where he was responsible for Extensity's Sales Engineering, Channel Sales, Sales Training and worldwide Sales process and CRM. After Extensity was acquired by Infor, Scott served as General Manager of Extensity's global Expense Management business where he drove R&D priorities and strategy for the product line's sales, marketing and service offerings. He began his career in the Pharmaceutical industry with Eli Lilly and Dendrite International and ran Professional Services at Connect Inc. Scott earned a Bachelors in Business Administration from the University of Notre Dame.

Gary York is an experienced entrepreneur and technologist with a track record of starting and growing technology companies to success. He has over 30 years of experience in the areas of enterprise commercial software development. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama.

Gary is currently CEO of Help Lightning, a leading innovator in mobile augmented reality. Help Lightning develops and delivers mobile communication, collaboration and cognition through merged reality and virtual interactive presence for users needing help solving problems currently across 50 countries.

Stacey brings decades of cloud, social, and mobile enterprise technology experience to her role as CEO of Zinc. She has extensive experience in delivering innovative solutions that drive employee performance in industries traditionally underserved by technology. Prior to Zinc, Stacey was Chief Marketing Officer at ServiceMax for 5 years where she grew the customer base exponentially and launched the leading field service news site, Field Service Digital. She frequently writes on leadership, women in business and the transformative power of technology for the mobile workforce.

Martin Knook, CEO of Gomocha, is having over 20 years of experience as an IT executive & entrepreneur, who focuses on building technology teams to make the difference for customers throughout the world. At Gomocha, he is leading his team into the mobile age, enabling customers to optimize field operations with the Gomocha products; configurable workflows – configurable data sets for several industries, such as Utilities, Telecom, Vending, Installation and Field Service.

Leading this team, says Martin Knook, “Is all about bringing talented people together strengthen their knowledge and resolve problems into IT solutions. My strength is to find the balance between these complexities and finding the right balance to build a business. That’s what motivates me.”

Before joining Gomocha, Martin was CEO and founding partner of SecondFloor, an international company that delivers successful solutions for risk, finance, compliance and enterprise transformation projects, using modeling, analytics, reporting, and decision support / business architecture analysis (www.secondfloor.com).

Prior to that, Martin Knook was founding partner en Director of several other IT companies, including HGH (www.hgh.nl).

Jereme joined Librestream as Chief Operating Officer in 2013 to lead the company's business development initiatives. He brings a proven track record in leadership and deep experience in the video technology market as well as enterprise solutions. In 1999, Jereme co-founded Accordent Technologies Inc., a leading provider of video content management and delivery solutions, acquired by Polycom Inc., a global leading unified communications company. Jereme has been named to the Infocomm 100 leader list two times and is often is asked to lecture on technology, business and leadership. He is a graduate of the Executive Program at the Anderson School of Business of the University of California, Los Angeles.

As Chief Marketing Officer of Syncron, Mr. Brooks is responsible for global marketing where his primarily focused on helping leading companies around the world efficiently and effectively improve their aftermarket service operations.

With 20 years of marketing experience, Mr. Brooks is a revenue focused B2B marketing executive who believes in qualitative work with quantitative results to deliver breakthrough revenue performance.

Mr. Brooks was formerly EVP of Global Marketing and Alliances at Servigistics where he was instrumental in accelerating the company’s growth and securing the Service Lifecycle Management (SLM) market leader position before the company was sold to Marlin Equity Partners. Mr. Brooks has also served in executive leadership roles at Ariba, Tradex, KnowledgeStorm, Bomgar Corporation, Cortera and Urjanet.

Mr. Brooks holds a BS from Northeastern University and a MS, Management from Lesley University.

David Rodriguez’s focus is on strategic initiatives and programs at GreenRoad Technologies. He also helps to drive the product roadmap and direction of GreenRoad’s offerings. David has over 15 years of experience in the high tech, finance and healthcare industries. He has held leadership and executive positions at Mellon, Trizetto, Trintech and The Advisory Board.

David has presented at the IT marketing Conference, AFP annual conference, New York Cash Exchange, HFMA and ANI. David earned his MBA from DePaul University in Chicago, IL.

Jeff Oskin has been leading and growing public and privately-held organizations as a President, CEO or Vice President for more than 20 years. He has guided small start-up firms, ably turned around a publicly traded company, and successfully guided operations within a multi-billion dollar enterprise. In his career as a change agent and business owner, he has proven countless times his ability to understand the nuances of optimizing business operations, managing change, acquiring technology and growing top-line revenue. In addition to leading his own firm, Jolt Consulting Group, Jeff chairs a CEO and business owner peer advisory group in the Capital Region of New York. Jeff Oskin earned an MBA from Boston University and a BS in Engineering from Rensselaer Polytechnic Institute.

A recognized leader with deep expertise in supply chain, field service and parts operations, Mike Landry has worked with leading companies across many industries worldwide for over 25 years. As founder of Servigistics in the late 90s, Mike helped grow the business to $40M in revenue and over 250 employees before being acquired by a private equity firm in 2009 and later PTC. Since 2010, Mike has been leading the North American practice of Barkawi Management Consultants, based in Germany. With a continued emphasis on delivering technology-enabled transformation to clients of all sizes, Mike’s leadership has lead the practice to continuous year-over-year growth. In 2016, Barkawi North America served over 60 clients, such as Coca-Cola, Philips Healthcare, First Solar, Carrier, GoPro, Electrolux, Sears, NCR, Mercedes, Komatsu and Palo Alto Networks.

As EVP of Sales & Marketing at MobileFrame, Patricia Oswalt is responsible for sales and growth initiatives for the company. As a founding member of MobileFrame in 2001, Patricia has deep expertise in building strategic customer relationships in the enterprise mobility market and a passion for ensuring customer success with every mobility deployment. Prior to her current role, Patricia worked in various sales roles in the technology sector at companies including Computer Associates, Marimba and Embarcadero Technologies. Patricia is committed to talent development on her team and places tremendous focus on high customer satisfaction. In addition to building world-class teams for MobileFrame, Patricia advises executives who need to implement mobile application strategy standards that meet the requirements across their enterprise. She holds a Bachelor of Arts degree in finance from the University of Texas at Austin.

David Troll is SVP, Sales & Customer Operations at Glympse, the leader in location-based customer experience and operations management solutions, where he oversees the end-to-end customer life cycle - from pre-sales and sales through delivery and long-term care and support. Troll has over two decades of experience partnering with industry-leading service businesses across the globe to grow revenue, improve operations and enhance the customer experience. He is an expert at helping organizations identify, implement and optimize their use of technology solutions that drive deeper customer engagement and improve operational effectiveness during the critical final stages of on-premise services and deliveries.

Prior to joining Glympse, Troll led the client success function for Oracle’s Field Service Cloud business across the U.S. and Canada. He came to Oracle through the company’s acquisition of TOA Technologies, where Troll held progressive roles from vice president & general manager of North America to vice president, global account management and business optimization. Troll was the executive responsible for ensuring satisfaction, retention and growth of TOA’s 100 enterprise clients across 20 countries. Previously, he held leadership roles at Dun & Bradstreet, where he helped integrate Hoover’s after the acquisition by D&B, including coordinating go-to-market teams and processes.

Karl Hohmann has over 20 years in sales and channel development with enterprise technology solutions. For the last 10 years, Karl has worked with CEOs and field service executives to improve efficiency in their service operations and delivery strategy.

Prior to joining Verisae, an Accruent company, Karl held various sales and channel management positions at ClickSoftware and Diabsolut. Most recently, Karl was the Vice President of Global Sales at ServicePower, focused on increasing successes in both direct sales and via a partner network.

At Verisae, Karl leverages his experience in the workforce management field, helping utility companies that can benefit from Verisae solutions to address their business needs.

Lee Wagner leads Mobility Solutions Services Practice, a mobility strategy/consulting and Systems Integration practice at AT&T. His practice delivers high-value, mobility- application, architecture, M2M/IoT, consumer engagement /BLE/location solutions and strategies that create innovation, accelerate time to value, increase productivity, and capture market share.

Lee has over 20 years of experience in delivering advanced mobility solutions. Prior to joining AT&T through acquisition, Mr. Wagner was the President and CEO of inCode Wireless and practice leader at Deloitte Consulting.

Rachael Mott has been selling and implementing SaaS and On-Premise based Enterprise Software and Services, focused on Field Service Workforce Automation and Optimization, for the past two decades. Rachael’s industry knowledge and global experience, coupled with her passion for transforming how services are delivered, enables her to inspire companies to the next level of service excellence.

Kelly Frey, Vice President, product marketing brings more than 20 years of experience to Telogis, a Verizon Company as a senior executive and entrepreneur focused on transportation, supply chain optimization and fleet compliance solutions.

Kelly was CEO and co-founder of BigRoad, and was previously responsible for directing the sales and business development for Turnpike Global Technologies as executive vice president of sales before being acquired by XATA in 2009. He also served as vice president strategic marketing and vice president sales for Descartes Systems Group, and Intermodal Marketing Manager for CN Rail.

Kelly has a passion for changing the game with technology that improves mobile workforce safety, information empowerment and productivity. He earned an MBA from the University of Manitoba and his undergraduate degree from Wilfrid Laurier University. Kelly lives in southern CA with his wife Erin, 6 boys and 4 dogs.

Martin Nowakowski is an Engineer and software executive with a 35-year track record of assembling and leading strong teams that can build businesses, create innovative solutions and deliver growth. He has a unique and balanced experience in both large enterprise and start-up environments and possess a passion for taking on the big and real world problems that need solutions today. Over the course of his career, he has developed cross-discipline expertise in strategic sales, business strategy, go to market planning, partner development and demand generation.

Martin holds a BSME from Wayne State University, MSME from University of Michigan, MBA from Kellogg School of Management, Northwestern University.

Stephen Smith has over 15 years of experience defining and delivering Mobile Workforce Management solutions covering vertical markets that include: Telecommunications, Utilities, Insurance, Home Services, Medical Equipment, Capital Equipment, and Oil & Gas operations. Aiding service organizations to optimize the use of their field resources, improve operational awareness, streamline process, and establish controls while ensuring flexibility and variability are enabled within their operations. Prior to his current role as VP Strategic Verticals, Stephen managed ClickSoftware’s global solution consulting team exposing the benefits of MWFM to new users and helping increase the value delivered to existing users across the globe.

With over 15 years of experience integrating ClickSoftware solutions, Scott’s expertise allows him to quickly identify key requirements and apply a holistic approach to field service management. Scott assists clients in creating a desirable customer experience while achieving sustainable ROI.

Patrice Eberline is Vice President of Global Customer Transformation at ServiceMax where she uses her years of service delivery experience working with prospects and existing customers to fully leverage the value of ServiceMax to their field service organizations.

Patrice brings over 18 years of services and leadership experience to ServiceMax, and has held key leadership roles in several fast-growing software companies. Focused on delivering high impact and long-term customer success, Patrice has a broad background in all aspects of implementation delivery, from methodology to package content, as well as creating/implementing best practice strategies for deployment, training, and adoption across large and complex organizations. Prior to ServiceMax, Patrice was with SuccessFactors, serving as Global Director of SMB Professional Services as well as SuccessFactors University. Prior to SuccessFactors, she was Vice President of Professional Services at Infor, where she led a global staff of consultants across four discrete Corporate Performance Management practices and hosted operations.

Patrice holds a Bachelor of Science degree in Business from the University of the Pacific, with special study in strategy development and conflict resolution.

Dan Dillon is Vice President of Marketing at Mobile Reach, where he leads demand generation; product, content, channel and customer marketing; media and analyst relations; and branding. He has nearly fifteen years of strategic marketing and communications experience in enterprise software and technology.

Mike Ross has worked for Baxter Planning Systems since 2000, currently as Director of Product Strategy where he has responsibility for new feature conceptualization, requirements, and product design. 
For over 20 years Mike Ross has designed, developed, implemented, and supported off-the-shelf solutions for service parts planning that have been used at over 100 companies in a broad range of industries, including telecommunications, medical equipment, energy, imaging, printing, and aerospace.  Mike has led many service-parts implementation and consulting projects and maintains solid client relationships focused on continuing education and process improvement. 
In 2014, Mike was named as a Supply Chain "Pro to Know" by Supply and Demand Chain Executive magazine.

Dave Bennett is Director, Global IoT Sales for Wind River, a wholly owned subsidiary of Intel. In this role, Dave is focused on enabling OEM's of embedded systems to remotely interact with and manage their connected, IoT devices in the field with Wind River Helix Device Cloud, a device management IoT platform. Dave has over 16 years of experience in enterprise software, much of that time focusing on M2M and IoT. Dave has extensive healthcare experience. Notably, he obtained two 510(k)’s and clinical trials for one premarket approval for two medical device start-up companies. He joined Axeda in 2001 and over the next 11 years, launched its healthcare vertical, then transitioned to building Axeda’s overall M2M client portfolio as Vice President of Sales. Dave holds a Bachelor of Arts degree in Political Science from Duke University and a Master of Public Administration degree in Public Policy from Purdue University.

Mr. Grunzig re-joined TomTom  in 2016 after managing the start-up phase of LoJack’s Fleet Management Division for 2 years.
In various roles at TomTom he has over 17 years of Fleet Telematics experience worldwide in developing and implementing fleet solutions to all sizes of organizations. As a TomTom Vice President he helped to bring new solutions to commercial customers and international markets.

A 16-year veteran in the technology industry, Umang has held numerous roles spanning manufacturing operations, supply chain, and services, and product marketing. Umang is responsible for Dell’s product strategy in the rugged mobility space and is focused on helping customers deploy solutions to address challenges related to field productivity. Follow him and Dell Rugged on Twitter @DellRugged

Greg Camara is a software professional that has been in selling enterprise software solutions for over 20 years and is located in the Southern California area. Greg also has had a career in the financial industry as a CFO in a financial company. Over the last 15 years, he has been working in the Enterprise Resource Planning (ERP) and Field Service Management software. His experience has been in the following industries: Field Service Management, Financial Banking, Public Sector ERP and Work & Asset Management Solutions, Mechanicals, Specialty Trades, Construction, Energy, Fire and Security, Facilities Management and Maintenance. His specialty areas have been in the Enterprise Software Technology Sales, Field Service Management, Mobility Solutions, ERP, HRMS, EAM, Oracle, SAP and Microsoft Dynamics Solutions and Public Sector Solutions. He attended the California State – Hayward

Gordon Payne is the Senior Manager of Technology Sales for FedEx SupplyChain. Prior to this role, Gordon managed the SupplyChain Business Development and Account Management teams for the Western Region U.S. During Gordon’s 12 year career with FedEx SupplyChain, he has played an integral role in the launching of Critical Inventory Logistics utilizing FedEx’s proprietary IT platform, and has seen the company grow its Memphis footprint from less than 100,000 square feet to over 1.5M square feet of multi-client warehouse space and a network of over 300 Forward Stocking Locations in the U.S. and Canada. Prior to joining FedEx, Gordon was the District Manager responsible for the New Orleans/Gulf South and DFW markets for Airborne Express.Gordon has a strong background in developing creative solutions to complex service supply chain challenges. Gordon has been married to Ashley for 32 years and has four adult children, with 25% of them pursuing a career in supply chain.

Andrea Bach has been creating and implementing solutions to optimize service delivery for the last 17 years. She has worked within many industries including telecommunications, energy utilities, oil & gas, pest control, building management, and armored transport. Her experience includes process analyses and architecture, policy development, change management planning and execution, training development and deployment, business case development and ROI analyses. Andrea previously worked at Telogis and ClickSoftware before making the move to Trimble as a Senior Consultant.

Mark is a thought leader in Customer Support and Field Service who has worked with Salesforce Service Cloud customers of all sizes and industries, including large, complex and strategic implementations that required deep Service transformation as well as quickly moving projects for fast-moving companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. He has been deeply engaged with customers and partners implementing and using Salesforce Field Service Lightning.

Mark joined Salesforce in 2010 as a Service Expert, bringing extensive experience in customer service and support solutions. He spent the previous decade building and leading contact center implementations globally. He also brings years of finance, accounting and military experience to the table in solving today's business challenges.

Holly Simmons leads product marketing for customer service solutions at ServiceNow(NOW). Holly brings more than 20 years of experience in marketing, product development, and professional services for cloud solutions serving enterprises and consumers.

Prior to ServiceNow, Holly was global vice president for audience and product marketing at SAP for service, IT, sales,marketing, HR, operations, and supply chain audiences and solutions. She also brings experience from 4 startups, her own consulting business, and other senior roles at established companies including Apple and Knight Ridder. Holly is a published author on enterprise architecture and CIO best practices (CIO Wisdom: Best Practices from Silicon Valley’s Leading IT Experts). She holds a B.S. in Engineering from Purdue University and recently earned the 2016 Outstanding Alumni award from the School of Engineering Education. Holly holds an MBA in international management from the Thunderbird School of Global Management.

Jim Flinton leads the technology and medical practices for OnProcess Technology, with full responsibility for P&L and client outcomes. His deep understanding of clients’ post-sale supply chain challenges and expertise in innovating solutions that improve clients’ ROI and customer relationships - have been instrumental in driving double digit year-over-year growth for the company. Prior to OnProcess, he held various executive roles at T3i Group, Avaya and AT&T in supply chain, operations management and process improvement. Jim participated in the Advanced Management Program at The Fuqua School at Duke University and holds BA from Syracuse University.

Steven Caldwell is Vice President of Solution Management at PTC. His team is responsible for the Service Parts Management, Service Parts Pricing and Service Network Management solutions within the PTC Service Lifecycle Management portfolio. Steven joined Servigistics in 2002 and was a key contributor to the design, development and delivery of Servigistics’ Service Lifecycle Management solutions. PTC acquired Servigistics in Oct 2012. Steven holds a Bachelor’s Degree in Economics and a Bachelor’s Degree in Computer Science from Vanderbilt University.

Kevin Smail is the Director of Solution Engineering for DSI.  He has over 16 years of experience working with customers to implement mobile solutions for supply chain and field service. 

Corey has more than 20 years experience in marketing, sales and product innovation for enterprise-focused software and technology solutions. As Chief Marketing Officer for Dispatch, Corey is responsible for all aspects of the strategy, positioning and communications of the Dispatch platform, which is designed to connect brands, local contractors and consumers to create modern service experiences. Prior to joining Dispatch, Corey served as the Vice President of Marketing for Yodle, and spearheaded the creation and strategy of their Centermark platform. Centermark’s success helping network businesses unify, scale and optimize their marketing performance ultimately drove Yodle’s acquisition by Web.com in 2016. Corey has an intense passion predicting the future of technology and the impact it has on our lives, both at home and at work. He is originally from Massachusetts, but now mostly resides in South Florida, though the most common place you’ll find him is on a plane.

Jamal is a motivational leader and executive with a vast array of business skills, experience, and expertise. He has an exceptional track record developing organizational strategy and leading change in environments where change is difficult. Jamal has experience in corporate strategy, financial due diligence, program management, and organizational restructuring. He is a Lean Six Sigma Black Belt with technical expertise in statistical modeling and data analysis, and he has practical experience across manufacturing, telecommunications, retail, and public sectors.

Jamal has a B.S. in Mathematics from Hampton University, an M.S. in Industrial and Systems Engineering from the Georgia Institute of Technology, and an MBA from Robert H. Smith School of Business at the University of Maryland College Park.

Will Claxton built the original product management team at TOA Technologies and, with the Oracle acquisition, moved over to the technical side of sales and now manages the North American Solution Consulting team for Oracle Field Service Cloud.  

Conrad Hofmeyr is CEO of JourneyApps, a leader in the enterprise mobile apps market. As Founder and CEO, he drives the vision, strategy and product roadmap for JourneyApps, and has led JourneyApps towards being the strategic enterprise mobility partner for large enterprises around the globe. He has been architecting and building cutting-edge real-time mobile and web applications for 15 years and has a background in Electronic Engineering and Computer Science. Conrad is an expert in leveraging mobile technology to transform organizations’ business processes, particularly in Field Service.

Aaron of AT&T’s Unified Endpoint Management Practice Team focuses on mobile device management (MDM), mobile application management (MAM), mobile enterprise management (MEM) & Workspace Management (WsM) & Mobile Threat Management. In this capacity, he works with AT&T customers to create and execute on mobility strategies, assist customers with the influx of consumer devices, and develop effective methods to increase security and decrease risk. Prior to joining AT&T, Aaron managed the product development and Go-to-Market for Nokia Unified Communications (UC) and Fixed-Mobile-Convergence (FMC) clients for Eseries devices. Aaron also authored Nokia Security Administration and Power-of-2 courseware and certification programs. Prior to Nokia Aaron was with 3Com’s Carrier Service Organization, Crossbeam Systems & Level3 Communications. Aaron holds a BA in Chemistry from the University of San Diego.

Venki has a track record of successfully introducing and growing multiple Cloud and Mobile based Customer Engagement and Field Service solutions to the market, defining product and go to market strategy and working with strategic customers on their business transformation initiatives. Prior to joining ServiceNow, Venki worked at SAP where his experience spanned Customer Engagement and Supply Chain management solutions, Social and Mobile, Data Management and Synchronization solutions and Application Integration. He has an M.S. in Software Engineering and an MBA in Marketing and Finance from Santa Clara University.

Eric brings over 20 years of technical product development and management expertise to Field Nation. He has a B.S. degree in Business and Computer Science from the University of Minnesota, and an M.B.A. in Corporate Venturing. Prior to Field Nation, Eric was a senior digital product leader for Target where his products earned five Webby Awards from IADAS and recognized as a leading visionary and mobile expert Eric’s background combined with his passion for technology and growth will continue to move Field Nation forward.

Jonathan is CEO and founder of Kextil. Kextil is transforming field and industrial services via spoken dialog technology and is currently working with its initial customers such as Siemens Healthcare and GE Healthcare. Prior to founding Kextil he spent 10 years as a management consultant assisting clients with the creation and execution of efficient growth including organic and acquisition strategies. Jonathan has also worked extensively on the development and launch of new business concepts within many organizations. Clients featured market sector leading companies such as Nova Chemicals, Kellogg’s, Vocollect, and GAF. His work has reached across multiple industries, including packaged goods (food and beauty), software, real estate, electrical equipment manufacturing, printing, media, e-commerce, promotional products, and general retailing. Jonathan has an MBA from the Darden School of Business, University of Virginia and a BA from Vassar College.

Rebecca has over 20 years’ experience of marketing in the tech sector. Renowned for her no-nonsense approach, her passion lies in the customer stories which bring transformation through technology to life.

Jim has over twenty years of professional safety and environmental experience. In his current position, his main focus is on leading Republic Services toward a sustainable safety culture. In addition to safety leadership and strategic planning, he has direct responsibility for safety program performance and at the field level (Division, Area and Region) and through all levels of management.

His positions at Republic Services have given him the opportunity to be involved in other communities in the U.S. In 2005 he was part of a team dispatched to the Gulf Coast in response to Hurricane Katrina. His focus was to ensure all employees were safe and properly prepared to help respond to the clean-up efforts. Jim also directs a team of safety professionals that help with on-the-ground response after severe storms such as the Joplin Missouri Tornado.

Additionally, Jim currently services as a Board Member of the Greater Phoenix Chapter of the American Red Cross. He is also the Co-Chair of the National Solid Waste Management Association Safety Committee.

Jim has a Bachelor’s of Science from the University of Wisconsin – Stout and has completed numerous certification programs in Safety and Environmental programs at Arizona State University.

One of Sara’s passions is bringing people together. She achieves this as the program director of the Field Service event portfolio where service executives come together to identify best practices, inspire innovation, and build career-long relationships. With a deep curiosity towards industry evolution and fulfillment in helping executives solve their most pressing challenges, Sara conducts market research that leads to the development of the esteemed Field Service USA, Europe, and Fall conferences. She’s been researching, recruiting speakers for, and managing market-leading events for over 10 years in the service, supply chain, finance, pharma, and wellness industries. Prior to conference producing Sara held various roles in technology career counseling, publishing, advertising/PR, and human resources.

Responsible for leading the scheduling of equipment installation and repair from the point of equipment order request to completion.

Denny Cahill is the Lifecycle Services business leader for Emerson Electric - Final Control Business Group, which is comprised of four industrial automation business units servicing the process control industries. He has over 20 years of industrial automation experience in serving oil & gas, power, chemical, paper, and mining customers. He is the Chairman Emeritus for Emerson’s Global Lifecycle Services Council which is responsible for their strategic initiative direction with plant reliability maintenance and IIoT technologies. He holds an MBA and undergraduate degrees from the University of Iowa and is an active disciple of the book “The Slight Edge” by Jeff Olson.