Conference Day 1

8:00 Continental Breakfast & Registration Continental Breakfast & Registration

9:00 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

9:15 Strategic Leadership For Navigating Explosive Growth In Asia Ron Zielinski, Vice President, Customer Service, Coherent How do you as a leader rapidly align multiple business cultures across three continents to build a world-class support structure for bleeding edge products in support of the world’s most demanding customers? As with laser light at the atomic level, achieving coherence at a large scale starts with the first emission: generate the right photon. You as the Service Leader need the right understanding of human behavior, at the outset, as well as the cultural operating context to ensure success. This “context” is expressed eloquently by an Ericsson executive who pointed out that “culture trumps strategy every time”. Culture is difficult to quantify and relies extensively on judgment and subtle knowledge to gain the needed insights hidden within its multidimensional folds. Lacking this understanding and approaching the challenge in the incorrect manner will yield an outcome of stunted growth from poor customer support. The conventional focus on the mechanics of execution: hiring and training staff, assembling key metrics and program managing the expansion across the enterprise does not yield the desired success. While these are all vitally important, insights as to the local team, their culture of excellence in support, and your ability to understand the needs of a local customer needs are vital to your success. In this session Ron highlights: Why: Companies possessing strategic service leadership will build stronger relationships with their customers, foster employee loyalty in a time of adversity and lock out the competition. The Difficulty: When operating at light-speed in a time of great change, employees are easily frustrated and animosity can develop. Success requires strong change leadership, cultural sensitivity, and deftness with employees. The role of Executive Leadership: Recruit and retain strategic service leadership early on. How: Building a service vision employees can gravitate towards and adopting a strategy of personalized coaching to key employees. Relentlessly communicating to create broad organizational alignment and leveraging systems. Engaging broader team skills to foster execution and supply actionable key metrics. Ron Zielinski Vice President, Customer Service, Coherent

9:55 How To Stem Revenue Leakage and Reduce Customer Churn Ashley Stirrup, Senior Vice President Solution Marketing, ServiceSource Knowing why clients don’t renew is as important as knowing why they do. In this keynote session, Ashley Stirrup, Senior Vice President of Solution Marketing at ServiceSource, will share what companies can do to counteract the three key forces that lead to revenue leakage and customer churn:• Increased competition that is turning service into a commodity• Customers who are demanding more while expecting to pay less• Global and local economic pressuresStirrup will explain how gaining a clear understanding of why customers leave can lead to increased growth and how using the Service Revenue Maturity Model can play a key role in stemming customer churn. He will also share real-world customer results that show how applying these methods enabled this company to attack the problem head-on and reverse customer churn and revenue losses. Ashley Stirrup Senior Vice President Solution Marketing, ServiceSource Ashley Stirrup is Sr. VP of Solution Marketing, ServiceSource, in this roleAshley Stirrup is responsible for ensuring that ServiceSource products continually evolve to meet customers’ needs and for taking those products to market. He leads his team in analyzing the market and soliciting customer input, and he works with product management and engineering to ensure that customer focus drives [read more]

10:35 Morning Refreshment & Networking Break Morning Refreshment & Networking Break

11:15 Realizing The Full Spectrum Of Benefits That Can Be Gained By Upgrading Your Workforce Management System To A Cutting-Edge Mobility Solution Tim Spencer, VP Customer Experience, WMS WMS recently finished a full-scale revamp of their service organization to improve its mobility, knowledge management and technical assistance center performance and capabilities. In this highly informative session Tim shares just how exactly WMS was able to pull-off such a large scale transition and what you need to be aware of before you begin your own journey. Session highlights include: Influencing the ability to be “field ready” back into the design, planning and release timing of new product Challenges of educating a remote work force and transferring knowledge on every new product…coming at a frequency of monthly How to keep the same tech team motivated and effective, in an environment of “do more with same or less” New tools implementations smart phone hot spot for touch screen laptop Easy “eforms” that you can control…eliminating paper documents “Face Time” style diagnostics to save trouble shooting time and cost Placing techs into engineering development teams full time Changing new product introduction process to include 3 “builds” prior to commercial launch…Alpha, Beta, Pre-production…all influenced by Field Service and part of our Field Service Readiness preparation Tim Spencer VP Customer Experience, WMS Mr. Spencer has a diverse background of manufacturing management, operations leadership, and general management with P&L responsibilities in excess of $130 million. 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, and customer sa [read more]

11:55 Transitioning From Reactive Customer Care To Proactive Service Sales Arkin Pariltan, Director Service Sales, Vestas Central Europe Vestas, the industry’s largest wind turbine manufacturer by market share and the Sales & Service Unit Central Europe, Arkin Pariltan presents an industry example of how a change from a reactive customer care approach to a proactive sales approach improves the service business and supports the revenue growth of a company. In this presentation Arkin shares a case study of how the structured approach from service product management to a professional service sales approach supported by strategy and KPI’s can transform to a service sales oriented organization within a sales unit. Arkin Pariltan Director Service Sales, Vestas Central Europe Arkin Pariltan joined Vestas Sales & Service Business Unit Central Europe in 2009. With the industry’s largest global market share and most advanced technologies, Vestas is the world's leading supplier of wind energy solutions. Vestas’ core business is the development, manufacture, sales, marketing and maintenance of wind turbines that use the power of the wind to generate electric [read more]

12:35 Lunch For All Attendees Lunch For All Attendees

1:35 Re-energizing A Competent Service Workforce Don Bernard, Technical Services Manager, ADB Airfield Solutions ADB’s average employee tenure is 14.3 years. The good news is that their technical talent is strong. However this enables associates to challenge “done it that way a long time,” as well as those who have potentially lost their drive and need to be re-engaged in their work. This is not a unique problem with companies that have been in business for decades and have had longer tenures. In this session Don speaks to the “change” that is coming, and most importantly, provides a behavior path that clearly points back to the vision/mission of the company. It’s not just about following company policies and departmental procedures. (Most progression service organizations do not want techs who run purely operate on autopilot, they prefer intelligent, passionate, problem solvers who keep the company’s and customer’s best interest at heart. ) In today’s economy employee performance and attitudes are being further scrutinized and measured across all industries, Be sure to be in attendance when Don shares a system or “model” he developed that presents a roadmap on how to take good employees and make them great associates. Takeaways include: Identifying the key skills and matching them to your organizations processes, procedures and mission Exploring workforce development that enables creative thinking, energizes attitudes and eliminates excessive turnover Provide a roadmap that promotes a culture for each technician and support staff member to go from good to great Introduce “a purpose driven” Culture. Don Bernard Technical Services Manager, ADB Airfield Solutions ADB is the world leader in Airfield lighting products and services. It is a prolific business with a global footprint. Don is charged with leading and growing their field service, technical support, and RMA repair services for North, Central and South American markets.

2:15 Field Service Innovation Spotlight The Field Service Innovation Spotlight features snapshots of today’s bleeding edge companies who are leading the way in technology advancements and service methodologies. These sessions are tailored to help you better understand the future of service and what you can do to help your organization streamline and improve it’s service delivery.

3:00 Afternoon Refreshment & Networking Break Afternoon Refreshment & Networking Break

3:40 Case Study: Optimizing Remote Operations And Predictive Services Case Study: Optimizing Remote Operations And Predictive Services

4:20 Using Innovative Analytics And Technology To Deliver Predictive Service Ed Bonefont, Worldwide Director, Support Services, Ortho Clinical Diagnostics In this interactive workshop, Ed highlights the latest process improvements that have successfully transformed Ortho Clinical Diagnostics’ way of delivering service to their customers. Additionally based on their experience Ed explains how leading service firms are using algorithms and technology to predict the potential equipment issues before the customer experiences any downtime, and this is just one of the many key takeaways you’ll bring back to your office after attending this session, others include: Outlining the process for implementing successful predictive diagnostics into your equipment to maximize customer service. Getting buy-in across your organization and building the right team to support a predictive analytics support model. Switching your focus from break/fix to the next generation of services. Ed Bonefont Worldwide Director, Support Services, Ortho Clinical Diagnostics

5:00 Avoiding Commoditization: Leveraging Data To Infuse New Product And Service Innovation Dane Taival, Vice President North American Building Services and Solutions , Trane In today’s business environment, customers have their choice of service providers. Now more than ever service providers need to innovate and differentiate themselves to remain competitive. Service providers can leverage data and technology to create a competitive advantage and avoid service commoditization. Dane Taival, Vice President North American Building Service and Solutions for Trane, a leading global provider of indoor comfort systems and solutions and a brand of Ingersoll Rand, will discuss how to create innovation solutions that drive customer value. Taival offers insights and strategies for companies looking to reposition themselves as a proactive total solutions provider, including: Understanding how the current economic environment impacts the service sector Increasing data-driven decision making to differentiate a company in the marketplace Using technology and innovation to create a competitive advantage Analyzing outcomes to drive and sustain performance improvements Dane Taival Vice President North American Building Services and Solutions , Trane Dane Taival is the Vice President of Trane’s North American Building Services and Solutions business and is responsible for delivering a full portfolio of building services and solutions to end user customers and their agents. Taival has been with Trane for 19 years and handles asset management and high performance building services, commercial building heating, ventilation, air conditioning (HVAC [read more]

5:40 Field Service East Welcome Reception Field Service East Welcome Reception

6:40 Conclusion Of Conference Day One Conclusion Of Conference Day One