Field Service Medical
19 - 21 February, 2014
Rancho Bernardo Inn, San Diego, CA

Conference Day One

February 19, 2013

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8:00 Continental Breakfast and Registration
Continental Breakfast & Registration
8:45 Chairperson's Opening Remarks
Michael Plummer, Vice President, Medical & Technical Equipment Industries, Genpact
Gopal V.K. , Vice President and Global Practice Leader, Genpact
Chairperson's Opening Remarks
Michael_Plummer_20743_002

Michael Plummer
Vice President, Medical & Technical Equipment Industries, Genpact

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 rol [read more]
Genpact_20743.002
Gopal_20743.002

Gopal V.K.
Vice President and Global Practice Leader, Genpact

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 a [read more]
Genpact_20743.002
9:00 Effectively Generating Revenue Through Services
Ed Russell, Head of Global Services, Life Technologies
Life Technologies have done substantial work, with notable success in operating their Services and Support Division as a revenue generating entity. In this session Ed highlights their strategies that got their service workforce to actively promote products and services as well as understand how to take consultative actions through service to add value to your customer.
speaker_default

Ed Russell
Head of Global Services, Life Technologies

Ed is currently responsible for Life Technologies Global Services organization. Prior to this role, he was President and General Manager of Life Technologies Japan, where he led the successful re-building and performance turnaround of that business. Before joining Life Technologies in 2005, Ed held a variety of management and leadership positions at Toyota/Lexus, Exxon/Mobil and FedExKinko's. Ed h [read more]
9:40 Improving Service Sales Through Behavioral Science: How The Human Mind Influences Customer's Decisions About Service And What To Do About It
Tim Saur, VP & COO Americas, Durst Phototechnik AG
Improving service sales has been discussed for years; questions such as how many contracts levels should we have, should we have service or sales sell the product, and should parts be included and at what price do we charge. But it feels stagnant like there are few, if any, new approaches to encourage an increase in contract acceptance and that most methods have already been tried.

Durst has had the same struggles. As a result they decided to investigate how customer psychology may be playing a far more significant role than in consumer decisions regarding service offerings. During this presentation Dr. Saur will discuss Durst's approach to looking more deeply into the customer decisions about whether to purchase contracts and why. Using a neuroeconomic approach the presentation shows in a factual and lighthearted way how your customers think about the role of service in their subconscious is an important and overlooked variable in their decision-making.

The audience will come away with a better understanding of the behavioral factors of decision-making and how to apply this to improve service revenue. In addition they will be presented with real world examples of how we are driven by our subconscious and how to use that to help create a win-win for both the service division and the company. Finally, the audience may also learn something about their own behavior and how it affects their thinking both professionally and personally.
Tim Saur

Tim Saur
VP & COO Americas, Durst Phototechnik AG

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 innovat [read more]
10:20 Morning Refreshment & Networking Break
Morning Refreshment & Networking Break
11:00 Medical Devices’ New Year’s Resolution: Doing More With Less
Wade Brown, VP Field Service, Roche Diagnostics
Paul Magers, Senior Director, Sales , ServiceSource
As tax hikes begin and growth stalls, healthcare executives are under increasing revenue pressure to look deeper into their organizations to maximize recurring revenue. Service leaders accustomed to 3-4% annual revenue growth are being thrust into the spotlight to transform, stretch and leverage their organizations even further to drive higher rate of profitable top line growth. In this session you’ll hear from Mark Sakinawa, VP at ServiceSource, and Wade Brown, VP of Field Services at Roche Diagnostics about proven methods on how to transform your services organization and increase your recurring revenue. You’ll learn:
  • The tools, processes, and focus leading organizations like yours are using to increase recurring revenue and achieve 4x market growth.
  • Which 3 “must have” performance indicators you should be tracking to improve recurring revenue
  • The 3 Steps to transform your services organization to uncover revenue growth opportunities.
Wade Brown

Wade Brown
VP Field Service, Roche Diagnostics
Roche Diagnostics

Paul Magers
Senior Director, Sales , ServiceSource

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 Hea [read more]

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11:40 Panel Session: Strengthening Relationships Between Your Sales, Service And Marketing Organization To Improve Revenue And Customer Satisfaction
Wade Brown, VP Field Service, Roche Diagnostics
Ed Inal, VP Customer Service & Support, Nobel Biocare USA LLC
Barbara Janczunski, VP Capital Revenue, Hill-Rom
Gary Jones, Senior Director Customer Care, Masimo
In this interactive session our panel of executives share and discuss strategies on how they’ve examined areas of their current sales, marketing and service organizations to identify where they were missing partnership opportunities to increase revenue and profits. Be prepared to take an in-depth look at your own organization and see how you compare. Session takeaways include:
  • Building up your service organization's credibility with the sales and marketing organizations to enhance the sales cycle
  • Incorporating soft skills, consultative selling skills, and customer satisfaction metrics into the service organization to build customer loyalty
  • Maintaining and building upon this intricate relationship to ensure long-term success of your organization
Wade Brown

Wade Brown
VP Field Service, Roche Diagnostics
Roche Diagnostics
Ed Inal

Ed Inal
VP Customer Service & Support, Nobel Biocare USA LLC

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 den [read more]
Nobel Biocare USA LLC
Barbara Janczunski

Barbara Janczunski
VP Capital Revenue, Hill-Rom

Background: Hill-Rom Company 1987- PresentCurrent role 3 years - Responsible for all Service Contract, Fee for Service and Direct Parts revenue Divisional VP - Field Service 2005-2008Area Director - Service 1996 - 2005Sales Director - 1987 - 1996RN, Certified Nurse Midwife (Scotland)
Hill-Rom
Gary Jones

Gary Jones
Senior Director 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 com [read more]
Masimo
12:20 Lunch For All Attendees
Lunch For All Attendees
1:20 Effectively Bundling Services Into Your Service Contracts To Maintain Retention Rates
Neal Nash, Regional Service Director, Abbott Diagnostics
Understanding your customer's business drivers and how your service organization can deliver value is one of the most vital steps to increasing service revenue. However in this session Neal brings you past the first and even second steps to ensuring your current customers stay customers. Highlights and discussion covers:
  • Leveraging insights on equipment condition to develop tighter relationships with customers to see the full value of a complete offering
  • Working with your customer's IT to resolve any security issues or compatibility issues with the service
  • Sharing fleet information to enhance equipment and reliability operations
Neal Nash

Neal Nash
Regional Service Director, Abbott Diagnostics
Abbott Diagnostics
2:00 What Constitutes A Successful Strategic Service Partner Relationship: Making The Best Strategic Service Partner Choice You Can
Maxwell Peterson, Director of Business Development, EMSAR Inc.
Cass Pratt, Vice President of Technical Services, EMSAR Inc.
In this case study Cass Pratt and Maxwell Peterson of Emsar Inc will highlight key criteria they utilized to develop a successful service partner relationship. Jack, Cass, and Maxwell share the challenges overcome and the many benefits that resulted from making the benefits of identifying the right service partner.
  • Key takeaways from this session help you better understand:
  • Why a service partner may be the right decision for your organization
  • The differences in a Strategic Service Partner (SSP) versus a Third Party
  • How you can shift to a proactive service model from a reactive organization
  • True cost comparisons of taking on a Strategic Service Partner relationship
MaxP

Maxwell Peterson
Director of Business Development, EMSAR Inc.
EMSAR
CassPratt

Cass Pratt
Vice President of Technical Services, EMSAR Inc.
EMSAR
2:40 Panel Session: Utilizing Your Service Team To Effectively Sell Service
Ron Bucher, Director Service Operations, Cepheid
Richard Grau, Director Field Service, Neuronetics
Gary Jones, Senior Director Customer Care, Masimo
Ed Russell, Head of Global Services, Life Technologies
Training you technicians on your products can be a challenge, training your technicians on how to promote products and services is another. It's also a challenge that most organizations looking to increase service revenue are faced with overcoming one way or another. In this session our panelists shed light on how you can effectively engage your service teams at the field service engineering level to sell services, and maybe even more important, willingly.
  • Evaluating on a weekly basis where your revenue streams are coming from and identifying where opportunities lie to close gaps in your bottom line
  • Developing training and effective role playing to improve customer soft skills
  • Coordinating with your sales team to focus them on install base sales vs. systems sales or vice versa
  • Appropriately incentivizing your workforce for their involvement and progress towards increasing sales
Ron Bucher

Ron Bucher
Director Service Operations, Cepheid

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 mol [read more]
Cepheid
Richard Grau

Richard Grau
Director Field Service, Neuronetics

Richard Grau is currently the Director of Instrumentation Services and Field Service for Neuronetics Inc. He has over thirty years of experience as a medical instrumentation service leader with extensive work in international operations, manufacturing, marketing and biotechnology. Richard has also held management positions with J&J and Becton Dickinson and started up four Field Ser [read more]
Neuronetics
Gary Jones

Gary Jones
Senior Director 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 com [read more]
Masimo
speaker_default

Ed Russell
Head of Global Services, Life Technologies

Ed is currently responsible for Life Technologies Global Services organization. Prior to this role, he was President and General Manager of Life Technologies Japan, where he led the successful re-building and performance turnaround of that business. Before joining Life Technologies in 2005, Ed held a variety of management and leadership positions at Toyota/Lexus, Exxon/Mobil and FedExKinko's. Ed h [read more]
3:20 Field Service Medical Innovation Spotlight
Greg Coleman, Vice President Strategic Programs , Service Strategies Corporation
This Field Service Medical Innovation Spotlight features Service Strategies Corporation; one of today's bleeding edge companies who are leading the way in service and support methodologies. Be sure to attend and discover how Service Strategies and their clients are working together to improve service response and delivery
Greg Coleman

Greg Coleman
Vice President Strategic Programs , Service Strategies Corporation
Service Strategies Corporation
3:30 Afternoon Refreshment & Networking Breaking In The Solution Zone
Afternoon Refreshment & Networking Breaking In The Solution Zone
4:10 Service Development And Leadership For Navigating International And Emerging Market Expansion
Bob Ragusa, SVP Global Operations, Accuray
How do you as a leader rapidly align multiple business cultures across continents to build a world-class support structure for bleeding edge products in support of the world's most demanding customers? The conventional focus on the mechanics of execution: hiring and training staff, assembling key metrics and 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 Bob 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.
Bob Ragusa

Bob Ragusa
SVP Global Operations, Accuray
Accuray
4:50 Assessing The Quality Of Your Service: Developing Measurable And Actionable Metrics
What are you currently using as KPI's for your business? What new metrics are you examining as you have more service offerings? In this session Dave discusses how Varian has managed to achieve great strides in service performance by effectively tracking and evolving their metrics as their service business evolves. Be sure to attend this session to gain a better understanding of measuring performance vs. your actual performance.
5:30 Field Service Medical Welcome Reception
Field Service Medical Welcome Reception
6:30 Conclusion Of Day One
Conclusion Of Day One

 

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