Field Service Interactive Main Conference~Day Two

Day Two - Thursday, October 20, 2011

Day 2 allows executives to focus on a number of top-level initiatives in Service & Support. Everything from E-Service, Productivity Optimization, Delivering to Customer Expectations and Global Expansion is covered to ensure that you get myriad actionable items to bring back to the office.

8:00 Continental Breakfast & Registration

Continental Breakfast & Registration

8:45 Chairperson’s Opening Remarks

Chairperson’s Opening Remarks

9:00 Go Global, Go Social, Act Local

Nigel Duncan, Group Vice President Sales & Marketing , Crane Aerospace

In this session Susan shares Crane’s success in deepening customer engagement and intimacy to better align with their customers' business and future direction. Insight and successful strategies in this regard can make the difference from putting your service organization on the map to ahead of the rest. Be sure to attend to hear more about Crane’s recently adopted market expansion and customer alignment philosophy. Additional highlights include:

Adopting a localized service and support model to Demonstrate Long Term Commitment and Support of Our Customers' Goals (example China)
Leveraging social media, targeted trade shows and localized branding to Reach Our Customers in New and Relevant Ways for Them

Nigel Duncan

Group Vice President Sales & Marketing , Crane Aerospace

Nigel Duncan was appointed Vice President of Sales & Marketing for the Aerospace Group of Crane Aerospace & Electronics in 2008. In this role, he leads customer service, business management, sales & marketing, communications and is integral to strategic planning. Duncan’s background includes over 25 years of multi-faceted marketing, brand management, [read more]

9:40 Productivity Improvements and Waste Reduction Within Service Organizations

John Callen, Director, Service Operations and Planning, , Diebold
Wade Brown, Vice President Service, Roche

Doing more with less is a constant battle for a service organization. Its also a continuous process that’s just a part of running an effective service organization. In this session our panelists are prepared to share their insight on this timely subject including:

How do you handle productivity improvement in delivering your
services and initiatives to reduce costs?
What systems are in place in order to manage service activities to
ensure productivity?
How can you identify waste and how is it effectively reduced to
manageable levels

John Callen

Director, Service Operations and Planning, , Diebold

Wade Brown

Vice President Service, Roche

10:20 Gartner CRM Excellence Gold Winner 2011 & Cutting Edge E-Services Customer Offering

Scott Taylor, Field Service Director, Central Region,, Vivint

As the Vivint customer base increased by 60 percent from 2008 to 2010, the company realized it needed to improve upon its legacy scheduling platform that had been developed in-house. In this session Scott provides a snapshot of how they achieved success in:

Building a Business Case
Correct Decisions for Quick Deployment
APX Field Service Solution 1 Year ROI Metrics
Shiny “New Toy” Critical Errors
“Hidden” Change Management Needs
Deployment Case Study

Scott Taylor

Field Service Director, Central Region,, Vivint

Scott H. Taylor has been with APX for the last 10 years where he directs projects and the support structure of a 100% employee based Field Service team & fleet (covering 95% of the U.S., most of Canada, & Puerto Rico). Sharing Field Service responsibilities with two other Regional Directors, the APX service team is composed of 650 full time engineers, and 1200 seaso [read more]

11:00 Morning Coffee & Refreshment Break In The Solutions Zone

Morning Coffee & Refreshment Break In The Solutions Zone

11:40 Field Service Interactive Roundtables

Be sure to join these interactive roundtable sessions, and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. From people, processes and technology advancements these roundtables have it all.

Table 1: Darryl Jackson, Director Field Service, New Brunswick Scientific

Table 2: Robert Rule, Director Global Service Operations, Applied Materials

Table 3: TBD

Table 4: TBD

1:00 Lunch For All Attendees

Lunch For All Attendees

2:00 Designing Experiences That Fit The Clients’ Expectations To Improve Customer Perception

Ross Brewer, Executive Director Field Service, Hill-Rom

Obtaining and ‘decoding’ what your customer really wants versus what you think they want is always a challenge to pinpoint and accurately forecast. In this session Ross highlights Mettler-Toledo’s success in:

Finding out what customers think of you to proactively overcome negative customer perception
Aligning your service products and offerings with your customers’ needs and expectations
Continuously monitoring customer feedback to fine tune service delivery

Ross Brewer

Executive Director Field Service, Hill-Rom

Ross Brewer is the Executive Director of Rental Order Management and IT at the Hill-Rom Company. The group is responsible for providing service and maintenance for Hill-Rom’s rental and capital product service offerings as well as ensuring accurate billing and invoicing. During his career with Hill-Rom, Ross has held many leadership positions such as Manager of Hill-Rom’s Technical Support departm [read more]

2:40 Building Strategic Service Leadership

Ron Zielinski, Vice President Customer Service, Coherent

The Challenge: Why aren’t companies able to differentiate themselves via the potent weapon of service?

Maya Angelou once said “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Good Service makes you feel special. Competition is fiercer than ever and service is the one horizon that is neglected by many organizations.

Customers often cite service as a key part of the initial buying consideration and the reason for returning as a loyal customer. Customer loyalty in turn creates barriers to competition, more so when executed as a first-mover advantage.

Many product companies pay homage to service, but are unable to figure out how to do it right, much less in the timeframe needed.

In this session Ron shares his lessons learned and strategies to build strategic service leadership and presents the following:

Why: Companies possessing strategic service leadership move the needle faster than their competitors, build stronger relationships with their customers and are able to gain a sustainable competitive advantage.

The Difficulty: The complexity in improving service depends on getting many factors right. Focus on the elements that matter first helps you attain success.

The role of executive leadership: Recruiting and retaining strategic service leadership.

How: Building a service vision, creating broad organizational alignment, increasing ability to execute, ensuring adequate line-of-sight visibility to customer needs, creating a corporate culture of customer care and nurturing your service team.

Ron Zielinski

Vice President Customer Service, Coherent

Ron Zielinski is a leader in customer support services with more than 20 years of designing and implementing capital equipment support and customer service programs. He believes that enabling the success of your customers today enables the success of your business tomorrow. Ron earned a BSEET from DeVry Institute of Technology in 1985. He leads a global service operation for a market-leading organ [read more]

3:20 End Of Field Service Interactive 2011

End Of Field Service Interactive 2011






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Field Service Interactive Main Conference~Day Two

Day Two - Thursday, October 20, 2011

Nigel Duncan Group Vice President Sales & Marketing , Crane Aerospace

John Callen Director, Service Operations and Planning, , Diebold

Wade Brown Vice President Service, Roche

Scott Taylor Field Service Director, Central Region,, Vivint

Ross Brewer Executive Director Field Service, Hill-Rom