Alon Sagie is the director of service capabilities in the Service product Group of Applied Materials. The group is responsible to develop and deploy service capabilities including remote service, e-diagnostics, Best Practice Network and other applications. Applied’s field Service Organization counts more than 2000 engineers supporting Applied’s customers in more than 100 locations in 4 main segments: Semiconductors, Solar, Display and Glass & web. In the past few years the company is developing its service business and operations to supplement its capital equipment business, this period is distinguished by technological challenges as much as change management ones all in the light of huge potential and compelling road map.
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.
Bob Feiner is currently Dell’s Executive Director of Global Field Services. The Global Field Services organization manages the on site network responsible for support of Dell’s warranty services across all of Dell’s products. This network has over 15,000 technicians in over 75 countries, supporting over 100 million active units in the field. Bob joined Dell in April 1999, leading the implementation of new products for enterprise service parts. He then developed and implemented the Enterprise Service Force, Dell’s first break fix team focused on support of servers and storage devices. In 2001, he built the first of what would become five global Enterprise Command Centers. He then organized and built an Americas wide Dell badged field team of technical engineers to support Dell’s Enterprise deployments, proactive maintenance services, and emergency break fix engagements. In 2007, he ran the Americas Enterprise Technical support organization with over 1500 technicians in five sites across North and South America. Prior to Dell, Bob served as a management consultant in Ernst & Young’s Supply Chain management practice. He also held a variety of roles in the energy industry including sales, services, and program management. Bob graduated with a MBA from the University of Texas –Austin in 1997 and has a BS-Mechanical Engineering from Tulane University, 1991.
Brad has been focusing on Hi-Technology Support Improvement activities for 15 years and is the VP of Global Support Experience creating delightful answers interactions across the Assisted, Self-Service, Community & Social 911 Support channels for Yahoo’s 600 million+ Audience customers and 75,000+ Advertising customers. Prior to Yahoo, Brad was the Sr Director/Architect of Online Support for Symantec. He is a former Vice President of Customer Support at VeriSign for their Content, Commerce & Communications groups as well as the Global Vice President Support for Openwave systems. Brad has also held various management and change leadership positions at Oracle Global Support, InQuira , United Space Alliance & Lockheed Martin. Brad is a former Support Services Professional Association (SSPA) Advisory Board Member and a current Board Member of the Consortium for Service Innovation (CSI) where he is a frequent speaker and one of 17 recognized CSI Innovators.
Cary Chapman is a customer service professional with forty-one years of service and sales background. With Cary’s years of experience, he was hired by Safeline to stabilize a multi-year turnover issue. In his current role, Cary has been instrumental in completely eliminating service employee turnover while assisting in achieving fifteen percent annual growth over the last three years. With Aixtron, Inc. as a National Field Service Manager, Cary also performed the role of Country Manager. The mission of the U.S. organization was to support the largest customer in the world and several other high profile LED customers while supporting and interfacing with the parent company in Aachen, Germany. Cary was instrumental in planning and implementing the relocation of the US headquarters from Buffalo Grove, Illinois to San Jose, CA in 2005-2006. While serving as Director of Customer Support for Steag Electronic Systems, Cary accomplished the turnaround of a failing service group that four years later was awarded the VLSI top ten rating for companies $300 million and smaller. He managed the successful merger of two semiconductor companies’ service organizations into Steag’s. The mergers increased the number of service engineers from thirty-five to ninety. Specializing in building high performance teams as well as long-term customer and employee relationships, he drove a service philosophy of creating a business owner mentality with field service engineers up through all levels of the organization. Cary has worked with large and small organizations in the high-tech industrial market place. In his role as a Honeywell Branch Manager in Denver, he increased revenues from $3 million to $9 million while drastically reducing the cost ratio. He has led critical projects while working for the Honeywell Industrial Automation and Control Division. Also, as a leader of a regional Business Center Automation team, Cary brought the first open architecture shared database to the division. Cary led the effort to achieve ISO certification within an eighteen-month time frame; this included service, manufacturing, software, and the tech support groups. In his final position with Honeywell as National Manager of Operations Support, he was responsible for a $125 million budget and the support of a field organization numbering approximately nine-hundred fifty employees. In addition to his numerous service responsibilities, Cary spent time selling; most notably managing the General Motors account for Honeywell where in his role as National Account Manager he sold to executive VPs of Buick, Cadillac, Chevrolet, Oldsmobile and Pontiac. Service contract sales nationally were increased from $4 million to $6 million in an eighteen-month time frame. Cary, a decorated Vietnam Veteran, is a long-standing past member of the American Management Association, AFSMI and has volunteered time speaking to third year business students at the University of Texas. He also has been certified as an ISO auditor.
Dave Baker is senior vice president of Field Services for DIRECTV, the nation’s leading satellite television provider. Baker oversees DIRECTV’s national network of installation and service providers and is charged with improving the quality of the customer experience at the point of installation and service. Additionally, he is responsible for 180 Connect’s operations as a wholly-owned subsidiary of DIRECTV. Baker’s career includes more than 20 years with The DIRECTV Group and its former parent company. Between 1998 and 2006, he held leadership positions with DIRECTV Latin America and DIRECTV Japan, as well as several senior-level financial and operational roles. Most recently Baker was executive vice president and chief operating officer for On Command Corporation, where he led the integration of On Command into its new parent company, LodgeNet. As a senior director at Nightingale and Associates, LLP, Baker restructured a $350 million construction company to return it to profitability. Baker holds a Ph.D. in mineral economics from the Colorado School of Mines, as well as master’s and bachelor’s degrees in industrial engineering from West Virginia University. He is based at DIRECTV’s Denver offices. DIRECTV, Inc. (NASDAQ: DTV), the nation’s leading satellite television service provider, presents the finest television experience available to more than 17 million customers in the United States and is leading the HD revolution with 95 national HD channels – more quality HD channels than any other television provider. Each day, DIRECTV subscribers enjoy access to over 265 channels of 100% digital picture and sound, exclusive programming, industry-leading customer satisfaction (which has surpassed cable for eight years running) and superior technologies that include advanced DVR and HD-DVR services and the most state-of-the-art interactive sports packages available anywhere.
For the past 19 years, Deb Whitten has managed and has continued to develop the warranty program for Vermeer Corporation. Her involvement began with benchmarking many large OEM manufacturers and subsequently led to the development of two different internal warranty business systems. The warranty program has evolved into a complex system, intertwined with all other departments. Vermeer recently implemented an on-line web based system for its worldwide dealer networks. Warranty expense has been reduced by working with other internal departments such as procurement, engineering, and production. The automation gained by the on-line system has allowed additional time and tools to further improve data analytics and supplier recovery. All of these steps have led to an improvement in quality and a continuing increase in supplier warranty recovery which includes the use of reman components and contractual agreements. With these items in place, the focus is now being directed to the entire retail customer experience, beginning with the new equipment purchase through to the trade cycle and how to keep those customers in the channel for all their equipment needs.
MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW. Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified. Denis is responsible for the profitability and growth of MEDRAD’s Global Service Business which includes close to (400) employees. He has varied background in Operations and the Commercial side of MEDRAD’s business and has been in his current role over (10) years.
Dennis Pappas joined Hologic in 2000 and currently holds the position of Senior Director of Service Operations, responsible for service operations for Hologic’s global customer community. Pappas has served in customer and field services organizations for over fifteen years, and brings over a decade of management experience to Hologic, where he has been instrumental in establishing one of the most well respected global service organizations in the industry.He has also led the teams responsible for helping design, implement, and deliver critical technology solutions that have measurably improved service quality and performance while reducing costs for Hologic.
Dick Frishkorn is the Managing Director of the GE Aviation, Global Customer Field Support (GCFS) Group, which consists of Field Service Engineering, the GE Aviation Customer Support Center (CSC), and the GE Aviation Fleet Data Management Center (FDMC). The GCFS Group has field service engineers deployed around the world, covering 42 countries and 120 locations. The CSC provides 24x7 support to commercial customers from locations in Cincinnati and Shanghai, China. The FDMC provides data management and analysis across the entire family of GE Aviation and CFM products.
Ed is a corporate service professional with a seasoned background consisting of broad national and international experience. His depth of knowledge was attained by working in diverse functions (including P&L) within world-class Fortune 100 companies. His roles in leadership positions include Manufacturing, Global Sourcing, Project Management, Quality, HR, Marketing, Sales, and Services. Ed is multi-lingual in Spanish, Basic Italian, and Basic German. These communication skills have proven to be an invaluable resource when traveling and working abroad. His expertise was instrumental in yielding high-performing departments, seeking out opportunities for innovation, and driving those innovations to implementations that attain high-growth business benefits and ROI. Ed has a consecutive 20-year win streak for surpassing operational and financial commitments. His reputation as a “Leader of Teams” respectively follows him throughout his career as a motivator. Ed was born in San Juan, Puerto Rico and relocated to the United States to continue educational pursuits. He has a BS Degree in Electrical Engineering from Stevens Institute of Technology, and an Executive MBA from Rensselaer Polytechnic Institute of Technology. He is a Six-Sigma Master Black Belt. Ed joined General Electric as a Co-op, and completed a 16 year career in various functions within GE including Aerospace, Lighting, Power, Mexico, and Industrial. Relocating to 10 different cities in the span of his career in support of his projects has given him the insight into global perspectives. Internationally, he led a joint venture while residing in Mexico for 3 years on assignment, Ortho-Clinical Diagnostics, a division of Johnson and Johnson Company was his next progression as the Worldwide Director of Support Services in Rochester, NY. Responsibilities included all worldwide service functions in marketing, sales, engineering, supply chain, logistics, training, refurbishments, and remote monitoring initiatives. Ed has employees based in Rochester NY, Raritan NJ, Strasbourg France, Neckargemünd Germany, and Shanghai China Leisure time is spent enjoying the outdoors, sailing, biking, kayaking, and traveling to explore new adventures. He is married to Wendy Anne and has a daughter Victoria Mae 11 years old.
Erik is a business executive with a solid background in services, operations, logistics, and financial management. With more than 14 years in high tech industry, the scope of his current and previous roles include leading global teams, managing service and logistics operations, leading global productivity initiatives, as well as delivery of services to customers in North America, Europe, and Emerging Markets.
Frank has worked in the Service industry for over 30 years with vast experience in both the Field and the Corporate Service environment. His experiences include New Product Service Development, Technical Knowledge Management, Service Parts Supply Chain Management, Customer Satisfaction Measurement, Business Process Re-engineering, Field Service Support and Service Systems. He is currently the Vice President of Service Operations for Pitney Bowes with responsibility for all Service Business and Support functions. Prior to joining Pitney Bowes, Frank held a variety of different Executive Service Management positions at Eastman Kodak Company, including General Manager and Vice President of Service and Support. A native of Syracuse, New York, Frank received his BS in Electrical Engineering from R.I.T. and Master of Business Administration, Executive Development Program from the University of Rochester.
Having over 29 years in the Semiconductor field, Fred is currently with ASM, an industry leader in Semiconductor Equipment Manufacturing. Fred is Director of Worldwide Product Support for the ALD, CVD-Diffusion, and Epi product lines. Fred also heads the ASM Global Training Center as well as their Document Development Department. Prior to joining ASM Fred rose to a senior management position over his 20 years with Applied Materials, another industry leader in Semiconductor Equipment Manufacturing, with various international assignments, most recently as Snr Director of Total Product Support for their PVD and CVD product lines. Fred earned his degree in Applied Physics at Strathclyde University in Glasgow and began his career in R&D for Inertial Guidance Systems before entering the Semiconductor industry. Early in his career Fred also spent time at Phillips Net Lab in the Netherlands working on the Mega Project. Fred and his wife Janet reside in Scottsdale Arizona with their three dogs. They enjoy travel and visiting their three children in the US and UK.
Gerald is a currently V.P. of Global Operations with MEGTEC Systems, a leading manufacturer of web coating, drying and air pollution control systems. Responsible for managing the $65M aftermarket business on a global basis. Managing the field service staff, technical support staff, parts department and engineering services. With employees scattered around the globe in 14 different countries. Gerald has his undergraduate degree from the University of Wisconsin-Platteville in Mechanical Engineering and his MBA from the University of Wisconsin - Oshkosh. Gerald has just celebrated 25 years of marriage with his wife Lisa and is the father of three girls.
Hal Kolp is a Vice President of Information Technology at Source Refrigeration & HVAC Inc. in Anaheim California, the largest privately owned Refrigeration & HVAC Supermarket Contractor in the US serving 14 states. He has a long history of applying technology to significantly improve operational effectiveness, improve information, and reduce costs for the organization, customers and suppliers. Hal has been at Source since 2005. As a co-leader in the recent intelligent dispatch initiative, he used his 25 years of experience, an incisive understanding of computer/information systems and ability to drill down to details to deliver an application that streamlined operations, improved dispatch effectiveness and has led to a greater understanding of the business through data analysis.
Ivin Smith joined Pitney Bowes in March 2004. In his present position, Smith is responsible for an organization comprised of over 900 service professional’s providing operational support, equipment maintenance service and solutions for Production Mail, Production Print and Sortation customers in the U.S. He is also responsible to provide technical & business support as required for Pitney Bowes service organizations worldwide. He has over 35 years experience in service at Eastman Kodak, Danka Business Systems and Xerox Corporation. He has extensive print background and experience at all three companies. Smith has been involved in all facets of the service business including engineering, training, manufacturing, project management, strategic planning, and field operations. He has held a number of management and executive positions including District and Regional Manager, Operations Manager, Regional Vice President, and Vice President.
James Mylett is the Vice President and General Manager for Field and Business Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers. James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development. When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle.
Jerry Adamski serves as Global Service Director for Gleason Corporation and is responsible for Service Strategy & Execution across multiple Machine Tool Plants worldwide. His 250 person organization supports 50 countries from 30 global offices to provide Maintenance, Spare Parts, Customer Training & Aftermarket Sales. He has an accomplished global operations background with more than 20 years of progressive management experiences in service, reverse logistics, manufacturing, engineering, and HR with both Gleason and Eastman Kodak Company. His career continues to focus on operational excellence, cost avoidance, quality adherence and on time delivery for fortune 500, private and not-for-profit organizations resulting in significant business growth, productivity improvements and flawless transitions. Jerry additionally serves on The Association for Manufacturing Technology’s Global Service Committee and holds a bachelor's degree in Mechanical Engineering from the University of Detroit.
Jim Joyner is Director of Lean, Quality & Service for CMC/Card-Monroe Corp., the premier manufacturer of tufting machines for the carpet, rug and turf industry throughout the world. Jim graduated from the University of Tennessee at Chattanooga and later earned an MBA from the College of St. Thomas in St. Paul, Minnesota. Jim began his professional career in with the 3M Company where he progressed through the ranks in manufacturing, quality, sales and marketing. In 1983, he joined Philip Crosby Associates, Inc., the world’s largest consulting firm specializing in quality where he became a senior vice president and division president, expanding the Quality College Division into seven foreign countries. In 1991, he started Joyner & Company, a management consulting and training firm and developed a relationship with CMC – in 2003 he joined CMC full time. Jim is a six-sigma black belt, RAB lead auditor, an examiner for the Tennessee Center for Performance Excellence, a judge for the MA Manufacturer of the Year award, and is certified by the University of Tennessee’s Lean Enterprise Institute. He has personally trained more than 20,000 people on various aspects of lean and quality. Having worked with hundreds of organizations on six different continents Jim is recognized as a leading authority in lean and quality management. He has served as an advisor to the Japan Management Association and authored several books including Quality Works and The Seven Myths of Total Quality. He has been a featured contributor to the Journal of Concurrent Engineering. From time-to-time, Jim teaches Business and Quality Management at the college level. Jim and his wife Gretchen have been married forty two years and have three grandsons to enjoy.
Larry Wash is President of Trane global service, contracting and parts businesses. Larry has responsibility for the profit and loss of Trane global service, contracting and parts business which includes service operations in 60 countries, more than 300 parts retail stores and 5,000 of the industry’s best associates. Larry leads Trane Performance Contracting Energy Services business, which performs energy audits and enables building owners to use future energy and operational savings to finance infrastructure improvement projects. In this role, Larry delivers high performance building solutions to executives and owners around the world that deliver a strong financial return on investment, and make their buildings more operationally and energy efficient. This includes services ranging from Intelligent Building Services, remote diagnostics, performance and turnkey contracting, predictive maintenance services, and aftermarket parts. Larry is a business leader with more than 25 years of experience and a strong reputation in the services industry. He previously served as Trane’s vice president of service and contracting for the Americas region, and in various services leadership roles with Xerox and Eastman Kodak Company. Larry earned a bachelor’s of science degree in electrical engineering from Wayne State University in Michigan, USA; a master’s degree in electrical engineering from the Rochester (N.Y.) Institute of Technology; and a master’s in business administration with honors from Stanford University.
Drummond is the Global Service Operations Director, and formerly the Director of Product Support & Services, and also held the position of Division General Manager for Aerospace Engineered Sensors. He previously worked 27 years for Honeywell in multiple management positions. His assignments included OEM Operational Director, Product Lines Manager, Director of Global Sales/Marketing and New Business Development Manager .for Product Support. Drummond holds a Bachelor of Science degree in Telecommunications from Arizona State University, and an MBA from Golden Gate University. He also attended the Thunderbird International School of Management, Global leadership development program
Mike Karlskind has been working with service organizations for more than 15 years across industries and the world to streamline processes and optimize service decisions – essentially helping businesses break down walls that exist in their organization. As Vice President of Service Optimization Strategies, his experience is a collection of lessons from companies in computer services, utilities, telecommunications, capital equipment, home services, retail services, insurance, and medical equipment.
Mike has worked closely with ClickSoftware CEO and Chairman, Dr. Moshe BenBassat to establish ‘ClickSoftware University’, a series of educational sessions intended to assist all types of service organisations on their path to service excellence. Mike is one of the contributors to Clickipedia, our industry blog, and leads executive seminars on the subject of service process efficiency and optimized decision-making. He holds a B.A. (and continuing passion) in mathematics and is a contributor to ClickSoftware’s patent for the "Method and system for assigning human resources to provide services" (US 6,985,872 B2).
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 departments, Field Service Regional Director of Hill-Rom’s San Francisco and Atlanta field offices and Director of Nurse Call and Communications Systems Installation and Service. Ross attended University of Phoenix where he graduated with a Master’s degree in Business Management. Ross and his wife Darlene currently reside in Indiana where their daughter Brittany is attending Indiana University.
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 seasonal (2011) engineers. Experiencing growth of the field service team from 100 full time engineers to 700 in less than 3 years, the case study of his 6 month implementation of an optimized scheduling, mobile, field resource location, and automated customer contact solution is worth hearing. As the project manager utilizing ClickSoftware, Scott has garnered for his team multiple Field Service Industry awards in 2010 & 2011 including: 2010 Honoree by Mobility Solutions Magazine, 2010 Aberdeen Field Service Evolution Winner, a Gartner case study (Feb 2011), ClickSoftware Service Excellence Award (2010), and is a pending front runner for Gartner’s 2011 CRM Excellence Award for Enterprise Efficiency. Scott is currently working toward increased field service mobility optimization utilizing HTML5 and is undertaking a companywide rebranding with a 50% product line increase that includes both security & home automation. Utilizing optimized scheduling, the APX team now “vivint,” is in the middle of successfully changing out ½ a million U.S. & Canadian customer locations with vivint branding in 3 months: using only standard crews while maintaining time to service standards for all regular work orders while only adding to their current team a 3 month advance on 2011’s standard new hires from growth projections. APX, now Vivint, is also taking a small step into the utilities space having acquired a “smart meter” company/team that has implemented multiple city and state meter changes in Idaho, Utah, and Colorado. New projects in Illinois, Vermont and pending projects in scope from 3000 to 800,000 meter changes are in transition to the already established “in house” optimized field service structure.
Tribby Warfield serves as President, North America Commercial for Gates Corporation, one of the world’s leading manufacturers of industrial and automotive products, systems and components, and a subsidiary of Tomkins, a world-class global engineering and manufacturing group. Mrs. Warfield oversees all Commercial activity for Gates Power Transmission and Fluid Power customers in the United States, Canada and Mexico.
Tribby has been with the Gates Corporation for over 23 years and was recently promoted to her current role in July 2011. She has an extensive global business background after returning back to North America in January 2009 as President, North America Power Transmission division where she served eleven years in Europe in key management and operational roles across Gates European Divisions. During her tenure in Europe she served as Vice President of Gates Industrial Power Transmission operations, headquartered in Erembodegem, Belgium. She also served as Gates Global Business Director for the Automotive Original Equipment division located in Aachen, Germany. Prior to that she served as Sales and Marketing Director for Gates Fluid Power operations in St. Neots, United Kingdom. Tribby’s early years at Gates included a variety of roles including product line management, marketing and field sales.
She is actively involved in numerous North America industry associations and is also serves on the Board of Advisors for University of Colorado Denver Business School and participates with Field Service, a Worldwide Business Research (WBR) organization. Tribby is a strong supporter and advocate of FIRST Robotics where she leads Gates Corporation’s sponsorship as a Crown Supplier and scholarship program and has served on the Board of Directors of ColoradoFIRST since October 2011. Tribby has a bachelor’s degree in Business from National University.
Vasiliy Krivtsov is a practitioner in Reliability Engineering, Risk Analysis and Applied Statistics employed by Ford Motor Company as a Staff Technical Specialist. He holds M.S. and Ph.D. degrees in Electrical Engineering from Kharkov Polytechnic Institute, Ukraine and a Ph.D. in Reliability Engineering from the University of Maryland, USA. Vasiliy is the author and co-author of over fifty professional publications, including two books on Reliability Engineering and Risk Analysis, nine patented inventions and three Ford corporate trade secret inventions. He is an editor of Elsveir's international journal on Reliability Engineering and System Safety and is a member of the IEEE Reliability Society. Prior to Ford, Krivtsov held the position of Associate Professor of Electrical Engineering in Ukraine, and that of Graduate Research Scientist at the University of Maryland Center for Reliability Engineering.
Marty’s business career includes over 25 years of experience in Business to Business services primarily serving the Human Resources Operations function in field-centric services companies, including thought leadership roles in Human Resource strategy and analytics, and outsourced service strategy. Previously Marty has been General Manager of Productivity Analytics with Reed Group, a leading absence management services provider. Prior to Reed Group, Marty was General Manager of the Strategy and Analytics Practice for the Cedar Group, a large Human Resources technology consultancy. Marty oversaw the Cedar Workforce Technologies Research initiative, and managed the consulting practice that delivers HR technology strategy assessment, business cases, and research guidance to HR Software and Service providers such as Oracle, PeopleSoft and ADP as well as directly to large corporations. Previously, Marty has held senior management and marketing positions with global leaders including Marriott, Ecolab, G&K Services, and IBM, and was a strategy consultant with The Michael Allen Company.
Natalie McCullough leads worldwide marketing for ServiceSource. In this role, she manages Corporate, Customer and Solution Marketing across all theatres. Natalie came to ServiceSource in 2006 as Vice President of Strategy to drive development of a long term strategy for ServiceSource's growth. In January 2008, Natalie moved to more directly impact the business via sales and marketing functions. Prior to ServiceSource, Natalie was an Associate Principal at McKinsey & Company. Her experience at McKinsey includes over 25 customer engagements, focusing on corporate and business unit growth strategy, organizational restructuring and development, and go-to-market and brand strategy. Previously, Natalie managed environmental assessment and remediation projects for Dames & Moore. Natalie holds a Bachelor of Science degree in Geology from Stanford University and an MBA from the Harvard Graduate School of Business.
Doug Magnan has been on the Choice team since 1990. A seasoned industry veteran with extensive on-demand logistics experience, he is responsible for more than 200 strategic stocking locations (SSLs), including the company’s largest distribution center in Atlanta. Doug’s role encompasses network management and communications, in addition to all internal operations including inventory control, field service management, control desk and call centers. Doug has held a variety of management positions with Choice Courier Systems and Archer Management Systems. He is a member of the Messenger Courier Association of America (MCAA) and holds a Bachelor of Science in aeronautical studies and transportation management from Embry-Riddle Aeronautical University.