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. 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.

With over 35 years experience in the Electronics industry, 25 in Radiation Oncology, I began my career with the US Air Force, where my responsibilities included the maintenance of Air Traffic Control Radar systems at various locations throughout the world. From there, I held several different engineering positions including MRI field service engineer, Radar Systems engineer with the Federal Aviation Administration (FAA), and Technology Manager for a large health system in NY. In 2001, I went to work for medical device equipment manufacturer, Elekta AB, as their Director of Field Operations for North America.

In my current role with Varian Medical Systems, I oversee Customer Service Support Field Operations including: National and Strategic Accounts, National Technical Support Teams for the Americas, Service Sales Team and Worldwide Service - Particle Therapy

Education:

BS from NY Institute of Technology

Masters Degree in Management, Polytechnic University New York

Ron Bucher has led profitable world-class customer support and services operations for a wide range of mission critical technologies, including medical devices, large scale computer servers, retail point of sale equipment, voicemail systems, enterprise software, and real time locating systems. His healthcare experience includes mammography CAD, dental practice IT, PACS, cardiology imaging, and molecular diagnostics.

Ron is currently Director of Service Operations at Cepheid, where he is responsible for USA Instrument Service Agreements, FSE Dispatch, Parts Logistics, Repair, Calibration, and Global Distributor Support. Previously, he led Customer Support for all capital equipment products at Boston Scientific, was Senior Product Manager for PACS at Philips Healthcare Informatics, and was Director of Global Customer Services at R2 Technology prior to its acquisition by Hologic.

Before entering the medical device industry, Ron was VP of Customer Service at WhereNet, where he built customer support in a startup environment. He was also North America VP of Customer Services for the computer division of Siemens, a $50M service business with 200+ employees. Ron also held a variety of technical and senior customer support management positions at Amdahl where he competed directly with IBM at the top of the computer market.

Ron has a B.S. degree in Computer and Information Science from The Ohio State University College of Engineering, and a M.B.A. in Management from San Francisco State University. Currently he is studying to obtain a Medical Devices Certificate at UC Santa Cruz.

Vidya Chadaga is a results-driven product & channel marketing professional with 15 years of experience in Marketing & Management. She has proven success in the areas of strategy, marketing, product management and engineering. Before ServiceMax, she worked in many leading Cloud and Enterprise companies like IBM Cast Iron, Oracle and SAP where she drove a myriad of product marketing activities ranging from corporate messaging, sales and channel enablement, product messaging and positioning to spear-heading product launches, pricing, and other partner marketing activities. Vidya has an MBA from Haas School of Business, UC Berkeley and a BS in CSE from MIT, India.

Jyotirmay has more than 20 years of experience in the IT industry that includes business management and sales. In his current role, he is responsible for Wipro’s offerings across service lines including R&D, Infrastructure, BPO and IT services for medical devices customers.

Russ is the CEO and co-founder of ThingWorx - a leading software company that provides the first application platform designed to efficiently build and run the applications of today's connected world, including Machine-to-Machine and Remote Service applications. Prior to ThingWorx, Russ was the CEO and co–founder of Lighthammer Software Development where he was responsible for helping conceptualize and bring to market the world's first application composition platform targeted at real time manufacturing. Russ successfully established Lighthammer as the recognized market leader in the manufacturing intelligence and application composition markets. Lighthammer was later acquired by SAP AG, the leader in enterprise business software.

Prior to founding Lighthammer, Russ also co-founded two successful companies that design, market, sell and implement manufacturing operations software and hardware. The first, Q-mation, is a successful regional VAR of Wonderware software and associated hardware. The second, STRONGARM, is the leading designer and manufacturer of ergonomic, industrial operator workstations.

Russ has a BS in Mechanical Engineering from Duke University.

Jim Greaney is the Vice President of World Wide Customer Excellence for the Siemens Healthcare Organization.

In this role Mr. Greaney is responsible for orchestrating efforts to increase customer satisfaction and loyalty by enhancing the customer experience in country and headquarter customer-facing roles through communication excellence and customer-centric behaviors so they become fundamental within the Siemens service culture.

His focus is building “service as a differentiator” based upon transforming the service culture for customer-experience differentiation; focusing the organization to achieve #1 position in customer satisfaction in Diagnostic Imaging; and promoting systematic, consistent employee communications and behaviors when interacting with customers to build loyalty.

Mr. Greaney has a wealth of Siemens experience joining the organization in Erlangen in 1974, serving in various capacities within the vacuum components division until he transferred to the States in 1986. Since moving to the U.S.A. medical organization he has held various successful positions within customer service before being tasked with establishing a new service marketing organization in 1997. Under Mr. Greaney’s leadership, the CSG service marketing organization became a benchmark. Mr. Greaney graduated in medical physics at the Friedrich-Alexander University of Erlangen/Nuremburg. He has been active in the American College of Radiology and NEMA and is a full member of the American Association of Physicists in Medicine.

Ed Inal is Nobel Biocare’s Vice President of Customer Service and Support where he is responsible for North America Customer Service and Technical Services supporting Dental Professionals with their dental and digital dentistry needs. Nobel Biocare is a world leader in innovative restorative and esthetic dental solutions offering its customers a comprehensive range of innovative, science-based dental solutions, for all indications, from single tooth to edentulous, on teeth and implants.

Previously Ed was the Sr. Director of Customer Service and Technical Support for Western Digital where he was responsible for Global Service Operations, Customer Service and Support, including all Web-based service initiatives and technology implementations. During his twenty-five year tenure with Western Digital, he has served in various roles in the engineering, sales, and marketing departments.

Ed is actively involved in the Orange County community, serving on the Board of Directors of the Orange County Child Abuse Prevention Center, he is also the Chairman of the Board and a founding member of the Access, an Executive Network, that brings together leaders & senior executives to foster professional growth & give back to our community.

Born and raised in Turkey, he received a computer science degree from Bosphorous University in Istanbul. Ed moved to the United States in 1977 where he continued his studies at California State Polytechnic University - Pomona, earning a Bachelor of Science Degree in Electrical and Computer Engineering.

Ed and his wife Laura, and two children Nicole and Spencer, reside in Laguna Niguel.

Larry Isacson is the Customer Relationship Management (CRM) Practice Director for USDM, with over 20 years experience in the application of FDA compliant IT technology within life sciences organizations as an IT executive. His expertise includes the manufacturing, software development, clinical and laboratory contract services environments and has led implementation and validation of FDA regulated CRM systems with interfaces to global ERP, product development, field service, adverse event and customer complaint management systems. Larry holds a Master of Science degree in life sciences research.

Hill-Rom Company 1987- Present

Current role 3 years - Responsible for all Service Contract, Fee for Service and Direct Parts revenue

Divisional VP - Field Service 2005-2008

Area Director - Service 1996 - 2005

Sales Director - 1987 - 1996

RN, Certified Nurse Midwife (Scotland)

Responsibilities include a $35M revenue budget, $12M expense budget and the management of 86 professional service employees. Accomplishments include:

• Exceeding company growth for 10 consecutive years
• Expense budget cost neutral for three years with increased headcount
• Industry leading customer satisfaction ratings through highly trained staff
• Led initiatives to maximize efficiency and effectiveness in the following areas:
  • SAP implementation - Successfully led Change Management effort in Field Service
  • Installations success - Improved success rate greater than 20% points to 90%
  • Reduced end of month installations from 60% to 30%
  • Supply Chain optimization - Increased Service Rate from 75% to 96%
  • Optimized trunk inventory - Reduced value by 20% while improving first time fix rate
  • Created Field Service Certification Program - Used a market differentiator
  • Created mission statement used throughout the Customer Service Organization
• Established Service Standards with strategic goals
  • Separated with those not meeting standards and attracted high quality replacements
• Created FSE Council - Forum to address employees desires / concerns
• Field Service organization consistently used as model for global community

As a seasoned industry veteran with extensive third-party service parts logistics experience, Doug Magnan has been a member of the Choice management team since 1990. Doug is responsible for Choice's internal operations, including its Global Logistics Center. Previously, he managed Choice's network of Strategic Stocking Locations (SSLs) across North America yielding a high level of field performance and process compliance. Doug also held a variety of operations management positions with Choice Courier Systems and Archer Management Systems prior to focusing on service parts logistics. Doug holds a Bachelor of Science in aeronautical studies and transportation management from Embry-Riddle Aeronautical University.

Satish Mahankali heads the Medical Devices Solutions Center of Excellence at Wipro and leads development of solutions that cater to the medical device industry needs. He has over 15 years of experience working with multiple industry verticals including Medical Devices, Consumer Electronics and Telecommunications. Satish brings in an exceptional cross industry experience in planning, designing and delivering complex business and technology solutions and has been instrumental in delivering large transformation projects across industry verticals.

He has also published his point of view on multiple areas in medical device industry including Service Excellence through Remote Device Management.

Michael is currently responsible for optimizing services’ revenue and cost to Genpact’s medical and technical equipment clients. In this role, he leverages 17 years of services management experience to drive a step change in performance across install base, contract management, field service utilization, call center, customer satisfaction and parts/inventory management processes. Prior to this role, he worked for both large integrated services company as well as several strategy consulting companies.

As Senior Director of Sales, Paul is responsible for managing relationships with ServiceSource clients and developing new partnerships with healthcare and life sciences technology companies. Prior to joining ServiceSource in 2011, Paul held a variety of commercial leadership positions in medical device and technology companies, including GE Healthcare and STERIS, managing both product and services sales.

As VP of Sales, Americas, Mark Sakaniwa is responsible for sales in all of the verticals/markets that ServiceSource serves in the Americas. In this role, Mark is leveraging the success and experience he achieved as General Manager of our Healthcare and Life Sciences (HCLS) business, where in two years he dramatically increased our HCLS client partnerships from 2 to 14, including three of the top four companies in the industryPrior to joining ServiceSource, Mark had nearly 20 years experience in the HCLS industry. Under his leadership as President and CEO of Radianse, a privately held venture-funded company specializing in technology-based productivity solutions for the healthcare industry, the company successfully tripled sales and secured $8.5M in investor funding. Prior to Radianse, Mark held various leadership roles at McKesson, including President of McKesson Automated Prescription Systems (APS). Mark started his career in healthcare at G.D. Searle and Company after serving in the Navy as a Special Operations Diver. He holds a Bachelor of Science in Economics from the US Naval Academy.

Tim is employed by Durst Phototechnik, AG’s North American operation as a senior vice president where he directs all aspects of finance, operations, and the service business unit. Durst Phototechnik, AG is a world leader since 1934 in developing the most innovative system solutions for image reproduction. Along with his current role Tim also leads several global initiatives focusing on new innovation in the application of service delivery and methods towards improved service strategy. In 2005 he helped turn Durst service into a best in class industry leader culminating with Durst winning awards in both 2007 and 2008 for service excellence. In 2007 he launched an award winning global self-service knowledge management system to the Durst customer’s before KM was even popular. Tim continues to seek the best technology from all aspects of service and areas outside of service including consumer electronics, new retail technologies, and emerging platforms.

Prior to Durst Tim was employed in his early professional years in accounting before returning to graduate school where he then joined Ford Motor Company. At Ford Tim was part of the career foundation program that saw him rotate to various positions allowing him to see a complete picture of business operations, financial aspects, and sales.

Tim Saur holds a B.S. in accounting from the State University of New York. In addition he holds a M.B.A., with a concentration in finance, from the University of Notre Dame (magna cum laude) and a Ph.D. in International Business Development from the University of Southern Mississippi. Tim is a certified public accountant (CPA) and a certified management accountant (CMA).

Tim has been a frequent speaker on self-service technology, increasing efficiency and productivity in service, organizational strategy and the utilization of performance metrics. He continues to actively participate anywhere strong intellectual and application-based discussions and research focused on service occur. He retains either full board or advisory board position with the Aberdeen Group, WBR Field service research council, Interlog, Future Focus, and The Service Council.

For the past 25 years Amos has enjoyed a successful career in International Technology and Customer Support Management. He has created and developed Infrastructures of Operations including: Systems Design, Programming, Installation and Integration in the countries of Europe, Israel, and the United States. Some of his most notable experiences have been in helping multiple companies establish an international presence.

Amos began his career as R&D Engineer and System Manager at Scitex Israel, the inventor of Digital Pre-Press Systems. He went on to oversee the company’s development and service of Graphic Arts Solutions in Central Europe as District and Regional Manager for the Central US and Canada. Amos continued his career as Customer Support Manager for Delphax Technologies, a manufacturer of high volume printing equipment for publishing, direct mail, legal and financial applications.

Amos joined Minntech Corporation in 2005 serving as the Director of Customer Support. Minntech designs, develops, manufactures, markets and distributes disinfection/sterilization reprocessing systems; hollow fiber filtration and separation products for medical applications; and Medivators endoscope reprocessing systems.

Amos holds a degree in Electrical Engineering. He graduated from the MBA program at the University of St. Thomas.

A dynamic, results focused healthcare professional with a record of leading global turn key initiatives. Recognized for successfully delivering on complex cross functional initiatives in fast paced work environments. Expertise in all facets of operations planning and execution. Goal oriented management style with strong analytical skills and fact based decision making. Anshul directs all activities for the Service P&L, Customer Care & Sales Support teams. Responsible for developing and communicating a strategic vision for the organization, driving growth, managing costs for the global service delivery teams.

• Specialties
• Operations Management
• Global Supply Chain Management
• Strategy Planning and Implementation
• Business Process Reengineering
• Education
• Virginia Polytechnic Institute and State University
• University of Mumbai

V K Gopalakrishnan (Gopal) is Vice President and Global Practice Leader for Genpact, a global leader in business process and technology management, where he is responsible for strategy, growth, and P&L for the post sales supply chain services including logistics and aftermarket services (AMS) business.

In a career spanning 17 years, Gopal has played key roles within manufacturing and automotive industries, as well as IT and outsourcing and as a consultant, specializing in supply chain/logistics and aftermarket services. He has created and led new businesses and engagements in multiple geographies, including the U.S., Asia Pacific, South Africa and India. He has held key leadership positions in the manufacturing and automotive industries, managing business P&Ls.

In his industry roles he drove multiple initiatives, including the Deming Prize, new product development and logistics optimization for global majors. Gopal worked with Deloitte as a management consultant, and has implemented process and cost management programs across multiple industry segments. As an entrepreneur he also created a technology IP company that led to global commercialization for patents developed.

He is recognized thought leader and speaker in the supply chain and aftermarket services space, serving as a member on leading forums in India and abroad:

· Board of Advisors at Arizona State University's Center for Services Leadership (CSL) (http://wpcarey.asu.edu/csl/membership/Board-Member-List.cfm)

· Member of the National Logistics Advisory Council of CII (Confederation of Indian Industry)

· Vice President of the Delhi Roundtable for Council of Supply Chain Management Professionals (CSCMP)

· Member of the Government of India Committee for Supply chain and Logistics – National Centre for Cold-chain Development (NCCD)

· He is an invited speaker at the CSCMP India 2013 conference on Creating Effective Supply Chains in a Global Economy (http://cscmpasiapacific.org/images/FinalMailer26Nov.pdf)

A Mechanical Engineer, he also holds a masters' degree in Business Administration. Gopal lives in Gurgaon, India.