7:00 Continental Breakfast & Registration Continental Breakfast & Registration

7:45 Chairperson's Opening Remarks Chairperson's Opening Remarks

8:00 Keynote: Building World Class Services Businesses In An Equipment Centric Company Larry Wash, President of Global Services, Trane In this opening keynote presentation, Larry Wash shares his expertise on building and sustaining world class service. Specifically in today’s environment, the service business can account for over 50% of a company’s total revenue. Learn how to create a roadmap for your organization, develop compelling service offerings, develop services leadership skills and drive cultural change so that service is a core strategy. Larry Wash President of Global Services, Trane 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 sav [read more]

8:40 Do You Want To Know How You Are ReallyPerceived By Your Customers? Shawn Lane, Vice President of Product Marketing, Servigistics End users were surveyed to ask their perspective on service in today’s environment. Their candid comments may be shocking but it’s the reality that we must face and turn what they see as a problem into a success for all service professionals Shawn Lane Vice President of Product Marketing, Servigistics Shawn is VP of Product Marketing at Servigistics.

9:20 PANEL: Best Practices In Obtaining CustomerFeedback To Effectively Target Your Service Offerings John Tarascio, President Bowe, Bell & Howell Service, Bowe, Bell & Howell Mark Hessinger, Executive Director Worldwide Customer Service , Gerber Scientific Intl. Inc David Baker, Senior Vice President Field Service, DirecTV Bernadette Lodico, General Manager BSSG Service and Support , Eastman Kodak Each senior level service executive on this panel of experts shares actionable strategies for collecting customer feedback and communication, through understanding the customer and how he or she wants to communicate, determining available resources, evaluating online tools for gathering relevant information and finally, leveraging data to effectively customize your service delivery models. John Tarascio President Bowe, Bell & Howell Service, Bowe, Bell & Howell John S. Tarascio is President of BÖWE BELL+HOWELL Services. He has led the BBH Services organization since 2000. During this time he took a traditional service organization providing service for BBH manufactured products to a true services organization providing a variety of services for current and new markets. His role recently expanded to include responsibilities for manufacturing and engineeri [read more] Mark Hessinger Executive Director Worldwide Customer Service , Gerber Scientific Intl. Inc Mark Hessinger, Executive Director Worldwide Customer Service for Gerber Scientific, has 25 years experience in Customer Service. He holds an Executive MBA from the Open University in the UK and a B.S. in Electrical Engineering from Lehigh University in the USA. He has extensive international management experience in organizational design, implementation and development for Customer Service organi [read more] David Baker Senior Vice President Field Service, DirecTV 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 [read more] Bernadette Lodico General Manager BSSG Service and Support , Eastman Kodak Bernadette Lodico is the General Manager of BSSG Service and Support at Eastman Kodak.

Roundtable Ideas XchangePresidents’ Boardroom 10:00 Roundtable Ideas Xchange Roundtable Ideas Xchange David Guizerix, Vice President, Global Customer Service, Cross Match Technologies Steve Doran, VP Customer Service Americas , Juniper Networks Alon Sagie, Director Service Capabilities, AMAT Mohan Garde, GM, Customer Care Divisional Vice President, Consumer Digital Imaging Group, Kodak Mike DiDonato, Director of Field Service, Boeing Commercial Airplanes-CAS Bruce Shadmehri, Sr. Director Support Operations, NetApp Amos Schneller, Director of Customer Support, Minntech Mike Hudson, Product Training Specialist, ECHO Incorporated Steve Gorazd, Field Services Manager, Boeing The Roundtables Ideas Xchange allows you to ask (or answer) questions of other conference attendees who are dealing with the exact same challenges as you are. After a 40-minute conversation with your peers, each roundtable facilitator shares at least 5 key take-aways from each discussion with the entire group. Determining The Most Appropriate Service Offerings For Your Business To Effectively Structure Service Contracts Amos Schneller Doing Field Training Right To Control Costs And Enhance Customer Experience Mike Hudson Managing Redeployment Of Field Service Reps While Protecting Your Bottom Line Steve Gorazd Implementing “Advanced Insight Solutions” To Differentiate From The Competition And Provide A Higher Level Of Service Steve Doran Matching Your Service Engineers To The Job To Increase Workforce Productivity Mike DiDonato Critical Elements Of Successfully Managing An FSE Team In An Outsourced Environment Bruce Shadmehri Reducing Service Costs Through The Use Of Technology To Perform Remote Service Calls David Guizerix Leveraging Best Practices From Consumer Based Service To Optimize B2B Service Delivery Mohan Garde Implementing Remote Service Technologies And Best Practice Network for Improved Service Performance Alon Sagie David Guizerix Vice President, Global Customer Service, Cross Match Technologies David began his professional career as a software engineer at Motorola, Inc. developing and installing communications systems around the world. In May, 2001, David started working at Cross Match Technologies in the software engineering group where he eventually spun off a Customer Service group to handle post sale customer issues. In January, 2007, David moved to his present position of Vice-Presi [read more] Steve Doran VP Customer Service Americas , Juniper Networks Steve Doran is vice president of Americas Customer Service & Support at Juniper Networks, a leading supplier of networking products to telecommunications service providers and information-intensive enterprises worldwide. Steve has more than twenty-five years of international and U.S. domestic experience as a customer support executive in the telecommunications and networking industries, workin [read more] Alon Sagie Director Service Capabilities, AMAT 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 segmen [read more] Mohan Garde GM, Customer Care Divisional Vice President, Consumer Digital Imaging Group, Kodak Mohan is a seasoned corporate executive with global leadership experience in general management with P&L responsibility and business transformation. Extensive functional experience in areas of Business Strategy, Marketing and Operations in large corporations. Lived and worked overseas in Asia. Mike DiDonato Director of Field Service, Boeing Commercial Airplanes-CAS As director of Field Service, Mike DiDonato is responsible for leading the team of approximately 330 field service personnel located in over 130 offices and approximately 80 countries world wide. He oversees the Field Service Operations group stationed in Seattle responsible for deployment, training and development of this global team. He works with Technical Customer Support, Commercial Aviation [read more] Bruce Shadmehri Sr. Director Support Operations, NetApp As the Sr. Director of Support Operations, Bruce is leading a large global operation managing hardware quality and hardware replacement in the field for NetApp. Bruce’s experience in Service Operations expands over 14 years of increasing responsibility in Spare Parts Planning, Distribution, Third Party Maintainer Management, Repair Operations, and Contact Center management.Prior to NetApp, Bruce s [read more] Amos Schneller Director of Customer Support, Minntech 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 int [read more] Mike Hudson Product Training Specialist, ECHO Incorporated Mike Hudson’s 25+ year career in the Outdoor Power Equipment Industry includes work at the dealership, distribution, and manufacturer’s level. Currently he develops ECHO, Shindaiwa, and Bear Cat equipment training programs for dealer service technicians, commercial maintenance programs for end users, and safety programs for all. The hands-on field service programs are used by Distributor Service M [read more] Steve Gorazd Field Services Manager, Boeing Steve has both a B.S. in Aeronautical Engineering and a M.S. in Business Administration degree. Steve has 24 years experience in the defense industry supporting Army, Navy, Air Force, Marines, Coast Guard and international programs. Steve currently oversees Boeing’s Defense and Government Services 500+ Field Service Representatives across the world. These individuals are the Boeing face to the gov [read more] 10:00 Streamlining Your Service Organization To Control Costs And "Re-Prioritize" Your Business Presidents’ Boardroom John Tarascio, President Bowe, Bell & Howell Service, Bowe, Bell & Howell Larry Wash, President of Global Services, Trane Tribby Warfield, President, Power Transmission North America, The Gates Corporation Attend the Presidents’ Boardroom to network and knowledge-share with the most senior level service executives in the business. Join your peers for this one-hour in depth discussion on streamlining your service organization to control costs and “re-prioritize” your business. John Tarascio President Bowe, Bell & Howell Service, Bowe, Bell & Howell John S. Tarascio is President of BÖWE BELL+HOWELL Services. He has led the BBH Services organization since 2000. During this time he took a traditional service organization providing service for BBH manufactured products to a true services organization providing a variety of services for current and new markets. His role recently expanded to include responsibilities for manufacturing and engineeri [read more] Larry Wash President of Global Services, Trane 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 sav [read more] Tribby Warfield President, Power Transmission North America, The Gates Corporation Tribby Warfield serves as President of North American Power Transmission for Gates Corporation, one of the world’s leading manufacturers of industrial and automotive products, systems and components, and a subsidiary of Tomkins plc, a world-class global engineering and manufacturing group. Warfield oversees all Power Transmission business operations for the Company’s customers and manufacturing fa [read more]

11:00 Morning Coffee & Refreshment Break Morning Coffee & Refreshment Break

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 11:30 Chairperson’s Remarks Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Chairperson’s Remarks 11:30 Chairperson’s Remarks Track B: Technology Optimization To Improve Service Operations Chairperson’s Remarks

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 11:40 Revolutionize Your Service Information Processes to Increase Profit And Revenues Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Bill Berutti, Divisional Vice President &General Manager, Arbortext Business Unit, PTC How is your service organization leveraging service information to improve business outcomes? Feeding this captured knowledge back into product development helps keep service information processes current. In this session, PTC discussed the benefits of a single-source of information to support downstream service processes, proving real time access to interactive support and product information, ultimately ensure successful operation, service and repairs – the first time Bill Berutti Divisional Vice President &General Manager, Arbortext Business Unit, PTC Bill is the Divisional Vice President and General Manager of the Arbortext Business Unit at PTC. 11:40 Mobility Trends In Field Service – Empowering Your Field Workforce To Deliver Better, Faster Service Track B: Technology Optimization To Improve Service Operations Ravi Panjwani, Director of Business Development & Sales , Brother Mobile Solutions Inc Learn how mobile solutions deliver the following benefits to your field service organization: Improved workforce productivity Faster service resolution Reduced service related costs Reduced errors and duplication of efforts Improved Cash flow & better service margins Ravi Panjwani Director of Business Development & Sales , Brother Mobile Solutions Inc Ravi has extensive business development & vertical market experience in the Field Service, Public Safety, Route Accounting and transportation markets with focus on mobile & label printing, handheld computing and wireless technology. Ravi is a proven leader with strong analytical skills and is skilled in identifying customer’s business challenges, developing and implementing appropriate bus [read more]

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 12:20 Case Study: Customer Loyalty: The Critical Factor For Revenue Retention And Growth Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Ivin Smith, Vice President Customer Service & Worldwide Support, Pitney Bowes Learn the Pitney Bowes closed loop method for measuring customer satisfaction and loyalty. Discuss the important differences between satisfaction and loyalty, the messages they convey and how they relate to each other. Understand how to balance the cost factors associated with driving high levels of customer loyalty and the benefits to your corporation Ivin Smith Vice President Customer Service & Worldwide Support, Pitney Bowes 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 Bowe [read more] 12:20 Moving From Theoretical To Practical In Field Service Enablement Track B: Technology Optimization To Improve Service Operations Christian Verstraete, Chief Technologist, Manufacturing & Distribution Industries, HP In this presentation, Christian shares his expertise on new technology systems implementation as it applies to your business, helping you ensure appropriate training to your service reps as well as understand the consequences and benefits of rolling out new technology Christian Verstraete Chief Technologist, Manufacturing & Distribution Industries, HP Christian Verstraete, CTO for HP’s Manufacturing and Distributions Industries, has been a member of HP’s manufacturing team for 30 years. Verstraete is responsible for thought leadership and innovation - scanning industry and technology trends - and assessing their mid/longer term effect on emerging MDI business opportunities and how to capitalize on these. He is the linkage to the CTO community b [read more]

1:00 Luncheon Luncheon

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 2:00 Rethinking The Service Organization: Going From A Cost Center To A Profit Center Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Michael Olmsted, Vice President, North America Services & Quality , Satisloh, North America Service is becoming front and center, as corporations capitalize on revenue generating opportunities. In this discussion, join Satisloh North America and take a hard look at the advantages and disadvantages, and how to anticipate the challenge of the evolution from a cost center to a profit center. Michael Olmsted Vice President, North America Services & Quality , Satisloh, North America A US Army veteran, Mike spent most of his time in leadership positions ranging from Platoon Sgt. to Non-Commissioned Officer in Charge (NCOIC) of a Strategic Communication Facility. With twenty years in global service operations and sales, Mike has held roles from that of a Field Service Engineer repairing medical and analytical instrumentation to that of Executive Management, leading highly profi [read more] 2:00 PANEL: Leveraging Integrative Technology To Streamline The Service Organization And Reduce Operating Expenses Track B: Technology Optimization To Improve Service Operations Mark Hessinger, Executive Director Worldwide Customer Service , Gerber Scientific Intl. Inc Athani K, Vice President of Products, ServiceMax In this panel discussion, learn how Mark and Athani have integrated numerous country based and business unit focused service organizations into one global business that leverages economies of scale to better serve customer needs and deliver higher service margins. Find synergies across processes to support your service business and utilize captured data to improve overall efficiency and control service costs. Mark Hessinger Executive Director Worldwide Customer Service , Gerber Scientific Intl. Inc Mark Hessinger, Executive Director Worldwide Customer Service for Gerber Scientific, has 25 years experience in Customer Service. He holds an Executive MBA from the Open University in the UK and a B.S. in Electrical Engineering from Lehigh University in the USA. He has extensive international management experience in organizational design, implementation and development for Customer Service organi [read more] Athani K Vice President of Products, ServiceMax Athani is Co-founder and VP of Products at ServiceMax Inc. In this role, Athani is responsible for product vision and strategy, product design, and product marketing and management.

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 2:40 Strategic Planning To Take Your Business To NewMarkets: Setting Up Service And Service-SalesInternationally While Protecting The Bottom Line Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Richard Grau, Director, Field Service, Neuronetics, Inc. In this presentation, Richard Grau examines how to forecast and execute business expansion into new markets. Learn how to analyze potential opportunities, allocate resources accordingly and implement metrics by which to measure the success of new market growth. Richard Grau Director, Field Service, Neuronetics, Inc. Richard Grau has over thirty years of Manufacturing and Field Service experience in medical instrumentation. He is currently Director of Instrumentation Services at Neuronetics Inc., Malvern, PA. Neuronetics manufactures and markets devices to treat depression using Transcranial Magnetic Stimulation. Before Neuronetics, he was Director of Manufacturing and Service at Stratagene/Agilent Technologie [read more] 2:40 Customer Portals: Finding Cost Savings, Delivering Consistent Service And Improving Efficiencies Track B: Technology Optimization To Improve Service Operations David Waxberg, Director of e-Business, Honeywell Aerospace In this panel discussion, learn how Mark and Athani have integrated numerous country based and business unit focused service organizations into one global business that leverages economies of scale to better serve customer needs and deliver higher service margins. Find synergies across processes to support your service business and utilize captured data to improve overall efficiency and control service costs. David Waxberg Director of e-Business, Honeywell Aerospace David Waxberg is the Director of E-commerce for Honeywell Aerospace. In this position, David is responsible for all customer-facing web sites, including the primary portals, MyAerospace.com and BendixKing.com. David manages a group of program managers who create and document requirements as well as a usability design team that ensures new development is customer-friendly. In addition, David’s team [read more]

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 3:20 Creating Exceptional, Mission-Critical Appointment Experiences To Improve Customer Perception AndIncrease Efficiency Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Yuval Brisker, President &CEO, TOA Technologies Can you say that you’re consistently exceeding customer expectations? That’s what it takes to keep them from heading to the competition. Learn how to improve your brand during in-person customer encounters, whether with internal technicians or contractors. Get the facts on what long service wait times cost your customers and find out what they really think about your service. Yuval Brisker President &CEO, TOA Technologies Yuval is the President and Co-Founder of TOA. 3:20 Case Study: Implementing a new IT system in 6 months to reinvent your business and return to profitability Track B: Technology Optimization To Improve Service Operations A compelling and rare look inside the restructuring of a service company on the brink of bankruptcy. Under-utilized assets, inefficient service delivery and a poorly implemented ERP solution created a perfect storm for this UK-based manufacturing company of 1000 service employees. Bleeding cash every month and quickly losing market share, the new management team developed a bold plan to save the company by replacing their Oracle IT system with Metrix Service, Microsoft Navision, 360 Scheduling and Symbol handhelds…in 6 months! Learn how this service organization turned their company around by quickly implementing best-of-breed software technologies. Speaker Contact Information Tom Bowe VP of Product Development and Professional Services Metrix 262-717-6557 tbowe@metrix.com

3:55 Afternoon Networking & Refreshment Break Afternoon Networking & Refreshment Break

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 4:25 Customizing Service Contracts As A Means To APredictable Revenue Stream Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction Mel Drummond, Director of Global Service Operations, Eaton Corporation Mel Drummond of Eaton Aerospace explains why service contracts are so important, especially in this economy. Understand what your customers really want so you can tailor SLAs to their expectations, and leverage your current relationships to generate steady business long-term. Mel Drummond Director of Global Service Operations, Eaton Corporation 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 Bus [read more] 4:25 Smart Services Innovation: Uncapping RevenueOpportunities On “The Internet Of Things” Track B: Technology Optimization To Improve Service Operations Jim McDonnell, Senior Director, Smart Services Technology Group, Cisco Jim drives the strategy and development of next-generation technology for Cisco Smart Services. Under his leadership, the team develops core technologies that enable device, network, operations and applications level Smart Services. These technologies are the foundation of Cisco’s going-forward services strategy. Jim McDonnell Senior Director, Smart Services Technology Group, Cisco Jim McDonnell leads Cisco’s Smart Services Technology Group, responsible for product development of all Cisco Smart Services. With 20 years of experience in IT and Technology Services, Jim drives the strategy and development of next-generation technology for Cisco Smart Services. Under his leadership, the team develops core technologies that enable device, network, operations and applications leve [read more]

Track A: Improving Financial Performance WithoutSacrific...Track B: Technology Optimization To Improve Service Oper... 5:05 Using Customer Feedback To Maximize Service DeliveryAnd Protect Your Customer Base Track A: Improving Financial Performance WithoutSacrificing Customer Satisfaction David Baker, Senior Vice President Field Service, DirecTV Mike Wittrock, VP of Field Service, DirecTV In this joint presentation hosted by DirecTV, learn how they optimize service delivery and protect their customer base – by using customer feedback. Discuss survey methodology and strategies to analyze data – driving results back to your workforce. Finally, leverage customer knowledge to keep them as your customers, and increase profitability. David Baker Senior Vice President Field Service, DirecTV 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 [read more] Mike Wittrock VP of Field Service, DirecTV Michael Wittrock is vice president, Field Services for DIRECTV, Inc., the nation’s leading satellite television service provider. In his role, he is responsible for managing DIRECTV’s outsourced home installation and service network, with 10,000 technicians in 21 states. He also directs the national technical training, technical support and project management departments within Field Services at D [read more] 5:05 Case Study: Implementing Remote Diagnostic Systems For Small And Medium Sized Businesses WithoutBreaking The Bank Track B: Technology Optimization To Improve Service Operations Mohamed Zarringhalam, Vice President Service, Nikon Precision Mohamed’s responsibilities include installation and customer support of Nikon’s Photolithography equipment which is a critical part of Semiconductor IC manufacturing process at major chip manufacturing companies. Learn how Nikon Precision has utilized remote diagnostic systems while still managing to control costs. In this case study, Mohamed challenges you to think about best practices to manage and disseminate information effectively and expediently. Mohamed Zarringhalam Vice President Service, Nikon Precision Mohamad Zarringhalam is currently Vice President of Service at Nikon Precision. His responsibility includes installation and customer support of Nikon’s Photolithography equipment which is a critical part of Semiconductor IC manufacturing process at major chip manufacturing companies.

5:45 Field Service 2010 Welcome Reception After a day packed with learning and brainstorming, it’s time to relax. With a cocktail or two! Have a drink with colleagues old and new, build bridges across companies, and develop the professional networks that can help you and your service business in years to come. The key relationships mean the next time you have an issue; you can just pick up the phone to a colleague and hash out a solution. Don’t forget to bring your business cards!

6:45 End Of Main Conference Day One End Of Main Conference Day One