23 - 25 February, 2015
Rancho Bernardo Inn, San Diego, CA

About Your Speakers

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Andy Stitzinger

Andy Stitzinger

Vice President US Service

Mar-Cor Purification

Andrew Stitzinger is the Vice President of US Service for Mar Cor Purification.   Andrew is responsible for the Service, Installation, Customer and Technical Services teams that support Mar Cor’s high purity medical and research water business across the US.   Mar Cor Purification is aggressively growing its business in the US via acquisition, organic growth and implementation of new processes and technologies.  Additionally, Andrew manages the M&A integration activities for Mar Cor Purification and has been actively involved in the acquisition and integration of six companies over the past seven years.
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Anne Gambel

Director

Illumina

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Anthony Passemard

Director of Product Management, Service Cloud

Salesforce.com

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Ashley Stirrup

SVP Product & Solutions Marketing

ServiceSource

Barbara Janczunski

Barbara Janczunski

VP of Service Contracts

Hill-Rom

 

Bettina Tabke

Bettina Tabke

Senior Director Service and Logistics

Volcano Corporation

 

Bobby George

Bobby George

VP, Customer & Technical Services

St Jude Medical

 

Brian Shomber

Brian Shomber

US Senior Field Technical Manager

Medtronic

Bruce Fullerton

Bruce Fullerton

Vice President Service & Support, Global Service Excellence

Elekta

 

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Cass Pratt

Vice President of Technical Services

Emsar

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Chris Lynch

VP of Global Service

Kinetic Concepts

Chris Lynch is the Vice President of Global Service & Logistics for KCI, a medical device manufacturer and distributor based in San Antonio, TX. He is an accomplished, results‐oriented executive who has had the opportunity to work in a variety of industries (medical, consumer goods, insurance) and companies (GE, Haworth, Zurich Financial Services). Chris has held leadership positions in both financial and operational areas and has contributed directly to company-wide cost savings solutions in excess of $150M over the past five years. His change leadership expertise has afforded him the opportunity to direct global process re-designs across various functional areas as well as successfully lead the recent separation activities of KCI’s Therapeutic Support Systems business divestiture to Getinge AB. He is a dynamic leader that focuses on building high performing teams, is Six Sigma trained through GE and is recognized as a top performer at his current employer.
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Dannielle Emick

Senior Manager of Post-Market Compliance Regulatory Affairs

Emsar

David Bisciotti

David Bisciotti

VP Americas Field Operations

Varian Medical Systems

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
David Elario

David Elario

General Manager, Global Services

GE Healthcare

 

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David Licosati

Vice President of Sales

Service Strategies Corporation

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Debora Schum

Sales Manager

Trimble

Dennis Pappas

Dennis Pappas

Senior Director, Service Operations

Hologic

 

Diana Helfinstine

Diana Helfinstine

Vice President, Customer Experience

Essilor

As a Customer Engagement Strategist and Service Operations Executive, Diana Helfinstine has been creating innovative strategies and delivering customer engagement experiences across multiple channels for over 20 years, demonstrating proven results by increasing brand loyalty and revenues, while decreasing operating expenses.  Diana is Vice President of Customer Experience for Essilor of America, with a mission to differentiate the customer experience for the world's leader in prescription eyeglass lenses.  Previous experience includes senior customer experience roles for leading healthcare providers, Caremark and Merck.  Diana is a frequent speaker at customer experience conferences; has been featured in industry publications.
Doreen Pippen

Doreen Pippen

Director of Marketing

Life Technologies

 

Erich Wichterman

Erich Wichterman

Senior Director of Customer Care

Masimo

 

Gary Jones

Gary Jones

Senior Director of Customer Care

Masimo

Gary Jones is Sr Dir Customer Care at Masimo Corporation (MASI), a global medical technology company that develops and manufactures innovative noninvasive patient monitoring technologies. Prior to Masimo, Gary was VP, Aerospace Services at Thales Avionics with similar roles at Quantum and AST Computer. Gary’s multi-industry experience spans the high-volume and channel diversity of the personal computer business; the complexity, and high-touch requirements of data storage & robotics; the response and traceability requirements of in-flight avionics and the compliance & reporting needs required by the medical device industry. Gary considers himself to be a true customer advocate that develops support organizations that take responsibility for delivering an extraordinary customer experience; one that can be marketed as a company differentiator. Expertise spans all operational functions of a global service organization, with emphasis on continuous improvement with profitability. Successful careers in product development, program management, technical marketing and customer support provide depth in developing revenue producing service products while continuously reducing costs associated with service delivery. Organizations under Gary's leadership have been recognized by three independent professional associations for delivering best-in-class service operations and practices.
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Greg McCormick

Associate Director of Service Operations

Emsar

Jeff Clarady

Jeff Clarady

Director, Technical Services

ArjoHuntleigh

Jeff Clarady has over 15 years of global service and manufacturing experience in the Medical Devices industry. In his current role as Director of Technical Services for the TSS division of ArjoHuntleigh, he is responsible for all facets of repair & maintenance for ArjoHuntleigh’s products. Prior to ArjoHuntliegh, Jeff held similar positions with Kinetic Concepts Inc. and GE Healthcare Life Sciences. Jeff is also a Six Sigma Black Belt.
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Jeff Guerette

Director of Business Development, Healthcare & Life Sciences

ServiceSource

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Jeff Hinsvark

Director Inside Sales and Customer Support

Biolase

 

Jenine McQuaid

Jenine McQuaid

Director of Sales Operations

Ellipse Technologies

 

Jennifer Lescallett

Jennifer Lescallett

Senior Director of North American Service and Support

Affymetrix, Inc.

Jennifer Lescallett is the Senior Director of North America Field Service and Support at Affymetrix, a biotechnology company that pioneered the DNA microarray industry.  She leads a team of Field Service Engineers and Applications Scientists that provide specialized support to customers in the Academic, Biotech, and Pharmaceutical industries.  Jennifer has over 18 years of experience in the biotechnology sector with an emphasis in genomics and support services.  She received a Bachelors of Science degree in Biology at George Mason University.
Jim Greaney

Jim Greaney

VP of Worldwide Customer Excellence

Siemens

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.
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Jim Hare

Senior Vice President of Sales

FieldOne

Jim Thornhill

Jim Thornhill

Director Services Marketing & Business Growth

Agfa Healthcare

 

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John Liebig

Vice President, Service

Accuray

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Jonathan Berman

CEO

Kextil

Kirk Malloy

Kirk Malloy

VP Global Customer Solutions

Illumina

 

Larry Perez

Larry Perez

Vice President Technical Services

Skytron

 

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Mark Kazemi

Field Service Manager

Affymetrix

 

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Mario Guendelman

Service Director, West Region

Medivators


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Maeghan Ouimet

Managing Editor

Smart Van

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Michael Stringfellow

Life Technologies

Pat Brodkey

Pat Miler Brodkey

Senior Director, Install Base Marketing

Accuray

Pat  Garland

Pat Garland

Senior Director Digital Pathology & Workflow Solutions

Roche

 

paul gettings

Paul Gettings

Senior Vice President Sales & Marketing

Network Global Logistics

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Ralph Dacut

Director, Manufacturer Relations

UHS

Ralph Dacut, Director of Manufacturer Relations at Universal Hospital Services, Inc. (UHS), is responsible for establishing and managing key relationships with UHS’ medical technology manufacturer partners. Ralph has been with UHS for over nine years. Prior to UHS, Ralph worked with Philips Healthcare and the former Hewlett-Packard Medical Products Group for nearly 20. Ralph has held a variety of positions over the course of his career in the medical technology industry, with leadership roles in Field Service Operations, Global Service Marketing, Business Development and Service Sales.

Rasu Shrestha

Rasu Shrestha

Vice President Medical Information Technology

UPMC

 

Richard Grau

Richard Grau

Director of Field Service

Neuronetics

Currently Director of Instrumentation Service Operations for Neuronetics Inc. Over thirty years experience as a medical instrumentation service leader with extensive work in international, manufacturing, and biotechnology. Started four Field Service organizations with Depot Repair and Third Level Support Functions. Has long championed customer service by establishing training programs in response to customer satisfaction surveys.
Richard Springer

Richard Springer

VP Service & Support

Elekta

 

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Rick Brandl

Senior Director, Global Services

Medtronic

 

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Robert Freeden

Vice President of Customer Support & Service

CareFusion

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Satish Mahankali

Head, Solutions Center of Excellence

Wipro

Scott Safar

Scott Safar

VP of Customer and Core Global Service Operations

Abbott Diagnostics

Scott Safar is a divisional vice president in the headquarters of Abbott, a global diversified health care company devoted to the discovery, development, manufacture, and marketing of pharmaceuticals, nutritional products for children and adults, and medical products, including devices, diagnostic tests and instruments. As a senior member of Abbott Diagnostics, Scott is responsible for U.S. customer and core service operations worldwide. Scott has been in industry 19 years and has functional experience in R&D, quality, commercial sales, and customer service operations. Scott was a key R&D manager during the launch of the Abbott Architect product, a flagship product within the IVD industry. During his tenure as senior director systems R&D and global service at Abbott Molecular, he led the on-time launch for all major systems, including the m2000 realtime PCR RNA/DNA device. He has started-up global service organizations and driven service sales as a business. In addition, he has a proven track record of significantly improving cost profile of mature service organizations while in parallel raising customer delivery and satisfaction levels.
Sean Jordan

Sean Jordan

Director of Service Operations

BioTek

 

stacey blakely

Stacy Blakley

Director of Finance

Hill-Rom

+15 years’ experience in accounting and finance in various industries. Currently the Director of Finance, at Hill-Rom Company, Inc. with +8 years in the Service organization. Has held finance roles of increasing responsibility at Hill-Rom including Finance Manager and Accounts Payable Manager. Held various positions in automotive at Visteon Systems, LLC. In addition, early in her career, she worked in two public accounting firms and managed mortgage and consumer lending in the banking industry. Blakley earned her CPA license in 2004 and holds an active status. She graduated from Ball State University in 1997, attended Xavier University from 1993-95, and will graduate from the Executive MBA program at Xavier University in May 2014.

Stacey Epstein

VP of Marketing

ServiceMax

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Steve McClelland

Communications Manager

STEP

Steven Nava

Steven Nava

Director, Field Services America

Luminex Corp

Steve Nava is the Director of Technical Operations North America Luminex Corporation. He has twenty-three years of experience in field service / technical support related to clinical diagnostic and life science instrumentation. Steve began his started his career as a Field Service Engineer, transitioning into management through service coordination, key account service liaison, regional and national Field Service roles, into his current role leading Field and Technical support at Luminex. His past experience give enables him to see service from many perspectives while focusing on delivering a quality service product to the customer. Service initiatives Steve has lead or participated in include mobile field service solutions, remote diagnostic solutions benchmarking well workforce improvement projects.
Tom Buckley

Tom Buckley

Director of Technical Service

American Medical Systems

Tom Buckley is the Senior Director of Global Technical Service at American Medical Systems (AMS). AMS is leading provider of world-class devices and therapies for male and female pelvic health. Tom has overall responsibility for the Global Technical Service business at AMS. The purpose of Technical Services is to maintain and support AMS supplied capital equipment in a manner that maximizes equipment uptime and performance so it can be utilized on demand to positively impact people’s quality of life. This is done through a global field service team supported by local call centers, technical support, repair centers and training. Tom has been with AMS for six years and is based at the AMS Headquarters in Minnetonka, Minnesota. Prior to AMS Tom was employed for 21 years by MTS Systems in various Operations and Service Management roles. Tom has a Bachelors Degree in Aerospace Engineering and Mechanics (BAEM) from the University of Minnesota and a MBA from the College of Saint Thomas in St. Paul, MN.