Field Service Medical Productivity & Performance Workshops

10:00 Registration & Morning Refreshments Registration & Morning Refreshments

10:45 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

11:00 Exploring Best Practices In Service Leadership Development Andy Ortega, Director Global Field Service, Pacific Biosciences Andy Ortega is an experienced service executive with a proven track record of building high caliber customer support teams in the exciting field of biotechnology for the past 14 years. Benefit from his experience as Andy brings a variety of knowledge regarding service leadership development as he has also structured support teams and is responsible for providing extensive training, escalation support, technology transfer, and spare parts logistics for field-based teams. In doing so he has also successfully managed operating budgets over $20M. In this session Andy shares his expertise and insights on how best to: Develop and identifying basic leadership characteristics that fit your service model Identify what incorporates strong leadership Create skill analytics model and accelerator for first and second line support functions Utilize tools to constructively communicate, motivate and criticize Explore industry standards for safety and effectively motivating to ensure those standards are met Execute business and service case scenario testing Grow general manager expertise at senior-level responsibilities within support Andy Ortega Director Global Field Service, Pacific Biosciences

12:00 Ensuring Your Service Agents Are Properly Trained On All Regulatory Related Initiatives

1:00 Lunch For All Attendees Lunch For All Attendees

2:00 Case Study: Selecting A Communications-as-a-Service-Solution For Global TAC’s Case Study: Selecting A Communications-as-a-Service-Solution For Global TAC’s Erwin Thomas, Senior Director, Customer Care Solutions Center, Philips Healthcare In this innovative Philips Healthcare case study, Erwin Thomas walks attendees through their processes and solutions for transitioning to a customer-centric routing and contact center solution. You know its vital to implement cost saving deployment strategies and reduce pressure on your IT and contact center staff, so be sure to attend this session and learn how Erwin and Philips Healthcare are thriving with their new process and solution. Takeaways include: Uncovering reasons for unnecessary dispatches within your technical support group (identifying and eliminating waste) Identifying and utilizing tools such as customer self help tools and remote diagnostics to predict and prevent failures thereby reducing unnecessary dispatches.(fully utilizing current technology) Training call center staff on new products and equipment; combining job functions (augmenting employee development) Alleviating job monotony and convincing your staff to be the voice of your company (empowering and motivating your tech support staff) Erwin Thomas Senior Director, Customer Care Solutions Center, Philips Healthcare

3:00 Panel Session: Optimizing Service Sales For Increased Service Levels And Revenue Jennifer Lescallette, Senior Director, North America Service and Support, Affymetrix Ed Russell, Head of Global Services, Life Technologies Exploring effective recruiting and competency models to utilize and gauge your understanding of services can often be tricky. However our panel of experts has what it takes to effectively streamline their service sales and ultimately increase revenue. So be awake and ready to engage with our panel on the following insights and strategies: Identifying the right people that can do ROI selling beyond core services and goal to minimize first year attrition Identifying their understanding of opportunities for additional value added services Effectively motivating and incentivizing for those who show promise and understanding Continually managing skill levels for continued improvement   Jennifer Lescallette Senior Director, North America Service and Support, Affymetrix 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 biotechn [read more] 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]

4:00 Strategically Tackling A CRM Implementation Or Transition Jenine McQuaid, Director of Customer Care, Biolase Technologies Realizing the right technology for your service organization by researching myriad software offerings Both custom and packaged Certifying that you stay within your pre-prescribed project and technology budgets Ensuring that your CRM System improves the availability of reports to your field force, your mid-level managers and to your senior-leadership Creating escalation and service order tracking through your CRM Testing system stabilization before a complete roll-out of the technology Realizing that the most difficult part of a technology implementation is the adoption and buy-in of your people Ensuring that your senior leadership through your field force technicians are embracing this significant change to your service organization Jenine McQuaid Director of Customer Care, Biolase Technologies

5:00 Conclusion Of Performance & Productivity Workshops