Main Conference Day One

7:00 Continental Breakfast & Registration Continental Breakfast & Registration

8:00 Chairperson’s Opening Remarks Doug Magnan, Vice President Operations, Choice Logistics Chairperson’s Opening Remarks Doug Magnan Vice President Operations, Choice Logistics 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 [read more]

8:15 Maximizing The Control And Management Of Your Customers Assets Through Proactive And Performance Based Service Larry G. Wash, President Global Service, Trane In today’s economy it’s increasingly vital to ensure the quality and life of your product through innovative services. However, in order to remain competitive you must transform your service organization along with your services. Preventative and proactive services need to be a major focus for any organization looking to excel and gain customer confidence. In this session Larry Wash shares insights and strategies to help your organization: Understand your current product line and how you do the algorithms How do you use these resources to provide better service Identify what kind of warning signs and triggers you need to be aware of for products out of range Train your technicians on more consultative practices for proactive and performance-based services Utilize self-service and customer portals to allow customers access to services and customer information Larry G. Wash President Global Service, Trane 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 [read more]

8:55 Executive Presentation From AT&T Executive Presentation From AT&T

9:35 Ensuring Continuous Improvement Through The Implementation Of Next Generation Service Principles Mike Massey, Worldwide Vice President & GM Service & Support, Kodak In this session, Mike shares how you can effectively benchmark your service model while at the same time discover and implement the different models and best-practice processes and strategies in the market place, including: Integrating appropriate technology into your offering which focuses on continuous improvement from your current service model Ensuring that your senior management understands, can utilize and receives value from your new technology Effectively measuring improvements and acting on quantifiable data Maintaining the right kind of attitudes in serving customers Mike Massey Worldwide Vice President & GM Service & Support, Kodak

10:15 Field Service 2012 Roundtable Ideas Xchange Be sure to join these interactive roundtable sessions, and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. From people, processes and technology advancements these roundtables have it all.

11:00 Morning Networking & Refreshment Break In The Solutions Zone Morning Networking & Refreshment Break In The Solutions Zone

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 11:40 Optimization Of Preventive Maintenance Schedules In Field Service Operations Track A: Preventative Services/BPO Vasiliy Krivstov Ph.D. , Staff Technical Specialist, Reliability & Statistical Analysis, Ford Motor Company Complex technical systems over their design life are subject to preventive maintenance. Viewed as a field service activity, preventive maintenance is necessary to meet a system's reliability and availability (readiness) requirements. The question is what should be the optimal schedule of such preventive maintenance actions? Optimal in the sense that high frequency of these actions increases the cost of maintaining system's operation but reduces the cost due to the system's downtime, while low frequency – decreases the cost of maintaining system's operation but increases the cost due to the system's downtime. Another criterion for optimal schedule can be based upon minimization of downtime duration as opposed to downtime cost. This presentation reviews mathematical (statistical) models that are useful for preventive maintenance optimization at your organization. Vasiliy Krivstov Ph.D. Staff Technical Specialist, Reliability & Statistical Analysis, Ford Motor Company 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 profess [read more] 11:40 Effective Document And Knowledgebase Management For Enhanced Product Support Track B: Knowledge Management Bruce Nelson, Vice President Support Services, Ricoh As different organizations may define and utilize knowledge management differently, what seems to be becoming more and more universal is the application of knowledge within product development and support. As customers continue to demand higher levels of service you cannot afford to overlook what an effective knowledge management strategy can do for both your technicians and your products. Bruce has recently spent the great part of a year working on just this and comes prepared to highlight how Ricoh has had challenges and success in: Defining what knowledge management will feed into (i.e. CRM, ERP, tech support) Dedicating a team to manage and segment both the customer and product information Understanding what you have deployed and installed in the field Increasing and improving the search and filter capabilities throughout the database Analyzing data to get from solution to symptoms on failures and error codes Continually building the knowledge base as products and customer environments become more complex Bruce Nelson Vice President Support Services, Ricoh 11:40 Driving Service Revenue Growth Through Multiple Channels And Value Added Services Track C: Service Optimization Ivin Smith, Vice President Customer Service & WW Technical Support, Pitney Bowes Driving services revenue growth is a top priority for equipment manufacturer Pitney Bowes. Starting in 2007, their services management team began to execute a series of strategic programs to ramp up new revenue streams from several key customer segments. Learn how the leader of this 900-person field services organization drove significant new revenue streams from three main customer segments, including the self-service and maintenance contract-only groups, as well as a new category of multi-vendor support customers. The winning tactics used included innovative sales incentives to drive engagement of the product reps, as well as compelling new value-added service offerings that enticed customers to spend incremental service dollars. Learn about the best practice approaches they used as well as the significant results achieved, including pulling through new equipment product sales through a “conquest” strategy, driving a significant increase in services revenue, and tripling their sales leads. Ivin Smith Vice President Customer Service & WW Technical 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 [read more]

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 12:20 Understanding Embedded Technologies To Quickly Address Service Failures Within Your Existing Infrastructure Track A: Preventative Services/BPO Alon Sagie, Service Operations Director, Applied Materials Gil Acosta, Field Service Technology Manager, Applied Materials Even the most efficient service organization struggles to keep up with increasing customer needs while keeping costs in control. To achieve this, traditional models of service delivery won’t cut it in today’s market. In this session Alon and Gil share Applied Materials’ journey to: Increasing device-level intelligence through advanced instrumentation to enhance management efficiencies for zero-touch deployments and SLA compliance, along with fault, performance, and configuration management Verifying network infrastructure capacity before deployment to meet customer expectations Enhancing service fulfillment through assurance, validation and troubleshooting activities for embedded technologies Understanding what you paid for, validating SLA’s, monitoring network activity and isolating faults Alon Sagie Service Operations Director, Applied Materials 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] Gil Acosta Field Service Technology Manager, Applied Materials 12:20 Executive Presentation From ServiceMax Track B: Knowledge Management Executive Presentation From ServiceMax 12:20 Leveraging Service History For Continuous Product And Service Improvements To Increase Profit And Customer Retention - Executive Workshop Hosted by PTC Track C: Service Optimization The service organization is emerging as a strategic differentiator for OEMs to drive the majority of profit and increase customer retention. Key to service success is the ability to optimize product, service and parts performance throughout the products’ lifecycle. With real time, service-wide insights into product and service history across product support functions, manufacturers can evaluate and respond more rapidly to product or service problems; capitalize on revenue opportunities related to contracts, parts and upgrades; and optimize resource productivity throughout the service network. This presentation will review how best-in-class companies are making technology and process improvement investments in order to: Provide a unified network of service processes that leverage a single-hub of information needed throughout the enterprise Capture and manage service history in the context of product configurations to generate accurate as-maintained bill of materials across all products in the field Analyze and feedback service and product intelligence to product support and engineering for continuous product and service improvements Executive Workshop Hosted by PTC

1:00 Luncheon Luncheon

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 2:00 Effectively Transitioning To A Proactive And Preventative Service Organization By Improving Your Remote Diagnostics Track A: Preventative Services/BPO Paul Mercina, Senior Director of Software and Services Product Management, Diebold Diebold has seen great results with their remote and preventative strategies the past few years. In this session, Paul Mercina, who is responsible for lifecycle management, self-service terminal business applications, monitoring remote solutions and integrated services systems has overcome what most organizations are currently struggling to achieve. Do not miss this session as Paul shares his insights on: Exploring connectivity to your customers, how can you best reach them Effectively analyzing how your product is behaving Ensuring you have the right person there with the right part at the right time Tackling the challenges of building serviceability to the product design to ensure the health and capabilities of newer product designs Increasing your focus on alignment by using systems and metrics to evaluate the desired performance cascaded throughout your organization Utilizing monitoring tools with very key metrics you can understand and to determine if the desired result is being achieve Paul Mercina Senior Director of Software and Services Product Management, Diebold 2:00 Panel Session: Creating An Effective Knowledge Library Track B: Knowledge Management Bill Healy, Director Aftermarket Parts and Field Service, Utilimaster Deb Whitten, Corporate Warranty Manager, Vermeer Fred Guckel, Director Product Support, ASM America Inc. Wondering what to do with all of your in-house support and product knowledge? Curious as to how your service organization can leverage systems and massive amounts of data to increase both customer and product support? In this interactive group workshop, our panelists are prepared to share their methods to achieve both. Discussion includes: Identifying how knowledge will be fed into your organization (i.e. customer support, technical support) Effectively putting data into your system Developing a team for continual monitoring Incorporating and constructing failure scenarios, solution sets, service bulletins, etc. Incorporating tools and strategies to improve the speed to which you’re helping your field force find solution Improving the accessibility and retrieval of your knowledge base to the entire organization Bill Healy Director Aftermarket Parts and Field Service, Utilimaster Deb Whitten Corporate Warranty Manager, Vermeer 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 imp [read more] Fred Guckel Director Product Support, ASM America Inc. 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 [read more] 2:00 Optimizing Self-Service: Making It Easier For Your Customers To Do Business With You Track C: Service Optimization Bob Feiner, Vice President Dell Services, Dell In this session Dell, known for service excellence and innovative value-add services, shares key insights into one of today’s most innovative service and support capabilities, self-service. One way the industry has responded to increased customer demands is to put information and connectivity right into their hands, backed by a professional and engaged service organization. Takeaway key insights as Bob highlights your own organizations journey through: Understanding how to simplify and prioritize the process to avoid setback and overburdening your team Utilizing customer facing portals to track and log on work status Exploring mobility applications that give your customers access to a variety of tools sets (i.e. dispatch parts, access to knowledge base) Creating the ability to self diagnose and self dispatch parts to your customers and channel partners Enhancing your self service portals on a global level Maximizing online diagnosis capabilities to cut cost and free up field resources and personnel Bob Feiner Vice President Dell Services, Dell 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 implementatio [read more]

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 2:40 Panel Session: Introducing The Concept And Value Of Remote And Other Value-Add Services To Your Customers Track A: Preventative Services/BPO Frank Diorio, Vice President Service Operations, Pitney Bowes John Callen, Director of Service Operations, Planning & Support, Diebold As you’re aware remote services provide a great deal of preventative capabilities and value-add, however that does not mean your customers are. Additionally, as services continue to evolve and transform service capabilities there is a tremendous opportunity for service organizations and their customers to mutually benefit. Do not miss the discussion and strategies shared in this session as our panelists and your peer highlight how they are: Breaking remote and preventative services into parts/segments Connection – firewall, issues with customers and what are the work-arounds? What are safe solutions? Diagnostic – getting more machine specific Condition-based monitoring and demonstrating the ability to flag someone to call the customer. Where do you store the data that you’re monitoring? Becoming a trusted advisor to your customers Identifying the services you can provide to help your customers run their businesses more efficiently Examining growth areas such as asset management, fleet management, disaster recovery, optimization services and managed services Ensuring you have the in-house expertise to move into these potential growth areas Focusing on workflow, process flow and systems in terms of new skill set development to commercialize your offerings Building credibility in these areas Testing and piloting commercialization programs Frank Diorio Vice President Service Operations, Pitney Bowes 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 [read more] John Callen Director of Service Operations, Planning & Support, Diebold 2:40 Developing An e-Service Platform For Your Service Organization Track B: Knowledge Management Brad Smith , Global Vice President of Support Excellence, Yahoo Is your organization looking to develop e-Services for added value and access for customers? If so, there are few others who’ve had more experience in developing accessible, efficient and secure e-Services to customers than Yahoo’s own Brad Smith. In this innovative session, prepare to challenge your traditional support methodologies and take away strategies to open-up your customer touch-points and in-house data to increase your support practices and offerings. Takeaways include: Executing services sales training for new online methodologies and customer tools Benchmarking industry solutions that best fit your products and services Creating a platform for services advertising, service level agreement management, and third-party management Developing access to a data repository and application support for internal and external customers Consistently updating your e-service platform to ensure continuous revenue Brad Smith Global Vice President of Support Excellence, Yahoo 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 S [read more] 2:40 Executive Presentation From Confoe Track C: Service Optimization Dell is well known for service excellence and innovative value-added services. Dell’s Global Command Center is the recognized leader in pro-active customer support. To maintain that leadership, the Command Center must continually evolve its capabilities. Come see the latest steps in that evolution and learn how you can apply them to your own service organization. Key lessons and takeaways: Solve problems before customers even know there is a problem Ensure on-time, every time performance globally Monitor and visualize your service delivery process from end to end Transition from monitoring to anticipating with “Sense and Respond” Pro-actively identify and mitigate potential service disruptions from both internal and external events Quickly deploy a capability that grows with your business and anticipates your customer’s changing needs Learn why Dell chose Progress Software and Confoe Consulting and how they brought in the “next generation” of capabilities in a matter of months

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 3:20 International BPO And Contact Center Solutions To Increase Value To Your Customers Track A: Preventative Services/BPO Walter Soltau, General Manager, Bosch Security Systems Does getting your multiple call centers to share a platform that allows routing from one location to another sound good? Have you struggled with standardization of workflows and levels of service amongst individual support levels? As the capabilities of technical assistance and service delivery move forward, so should your technical assistance and contact centers as they’re often first points of contact. In this session Walter shares an international perspective on how Bosch Security Systems have been: Driving value through your service organization via 24/7 coverage in contact centers Supporting field engineer staff through technical assistance and contact centers Examining technology solutions to assist expanding these capabilities and provide flexibility Prioritizing these projects internally to get buy-in from leaders within your organization Walter Soltau General Manager, Bosch Security Systems 3:20 The Next Frontier In Data Management: Using Business Analytics To Increase Business Intelligence And To Gain A Powerful Competitive Advantage Track B: Knowledge Management Erik Alberts, Senior Manager Service Operations Customer Assurance, Cisco Erik Alberts currently leads the operations for the Customer Assurance organization within Cisco Systems’ service business. He’s also the co-author of the recent book release: Customer Service DNA: Building Blocks that Drive Customer Loyalty and Organizational Learning. With a strong commitment to service excellence Erik has a number of key insights on how to remain ahead of the curve in effectively translating and managing your data. Prepare your service organization by taking away Erik’s lessons learned in: Appropriately actioning the data you receive in terms of customer satisfaction Using transactional data from your customers effectively Developing business insights based on an analysis of the data Putting data into a platform where leadership can take action upon it across the organization Keeping the quality of your products high through enhanced business intelligence Creating business development opportunities for service Gaining customer insights for obsolete products to develop a more competitive service offering Helping your customers gain efficiencies with visibility into their problem set Showing your customers value from your offerings that may not be initially visible Erik Alberts Senior Manager Service Operations Customer Assurance, Cisco 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 Emerg [read more] 3:20 Panel Session: Exploring Social Media And The Cloud In Service Service Track C: Service Optimization Bruce Nelson, Vice President Support Services, Ricoh One of Field Service 2012’s most innovative discussions/debates over the past few years has been the advent of social media in support and service delivery. Is it a fad or does it have lasting power in the world services? Our panelists have made significant strides in understanding and utilizing a combination of services. Are you up for exploring these advances further or is all just hearsay? Be sure to attend…you may be surprised by what your peers share. Discussion includes: What are organizations doing to support social media and networking tools for support? How are they addressing customers/technicians by introducing these into offerings or standard daily labor Organizing a team and a set of tools that allows your organization to capture things bubbling up Monitoring the services of third-party providers and the explanations for issues with work completed Effectively managing all the non-structured data that’s collected over a period of time Exploring the benefits to you and your customer of cloud computing, fixing problems such as deepening customer engagement, collaborating with suppliers and partners to help solve problems quickly Bruce Nelson Vice President Support Services, Ricoh

4:00 Afternoon Networking & Refreshment Break In The Solutions Zone Afternoon Networking & Refreshment Break In The Solutions

Track A: Preventative Services/BPOTrack B: Knowledge ManagementTrack C: Service Optimization 4:40 Continually Improving Your Business Processes Post-Implementation Of Lean Six Sigma Track A: Preventative Services/BPO Gerald Norz, Vice President Global Printing & Packaging Operations, Megtec There’s no doubt your service organization is looking to streamline processes, reduce costs and deliver excellent service. So be sure to take advantage of the opportunity to hear from Megtec’s Gerald Norz; find out how you can achieve excellence at your own service organization by understanding the enormity of the impact to service organizations through adoption and consistent refinement of lean six sigma principles. Expand your service organizations capabilities as Gerald highlights how your organization can Taking advantage of the opportunity to achieve excellence in service operations Removing the waste within your service organizations Evaluating leaders in service from sales or manufacturing Generating advantages in terms of customer satisfaction, cost and speed Gerald Norz Vice President Global Printing & Packaging Operations, Megtec 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. Gera [read more] 4:40 Improving Knowledge Sharing Through Implementing Knowledge Tools And Networks Track B: Knowledge Management Chris Westlake, Director Service, Hach Company Hach, a company that manufactures and distributes a variety of analytical instruments and devices, also has plenty of complicated support issues that it faces on a daily basis. Like many service organizations operating in niche markets with unique products, Hach has had to manage and translate its own data with few benchmarks to refer to. For these organizations, Chris’ session will be an eye-opener. He’ll show you what you might actually be capable of, no matter how unique your industry. Be sure to be in attendance as Chris shares his strategies in: Identifying what capabilities are required for global implementation Deploying technologies and systems with a focused change management program Developing best practice networks Reviewing applications/technologies for optimization of knowledge systems for technical solutions Balancing technology, systems and the human factor to effectively drive change within service Chris Westlake Director Service, Hach Company 4:40 Developing Sales Strategies To Nurture Existing Customer Relationships And Generate New Business Track C: Service Optimization Cary Chapman, National Service Sales Manager , Mettler-Toledo Cary Chapman is a customer service professional with forty-one years of a service and sales background. He has been instrumental in eliminating service employee turnover at his firm while contributing to fifteen percent annual growth over the last three years.. In this session, Cary highlights how your service organization can leverage relationships and networks to not only deepen your reach with your existing customers, but also find new opportunities to explore and deliver on customer needs. Highlights include: Determining whether your service sales methodology is based on the “hunter” or the “farmer” Consistently monitoring customer perception and engagement with respect to your sales reps to unearth additional opportunities Educating the sales organization on the business value proposition of support Defining what constitutes productivity vis-à-vis the sales organization Establish effective compensation models to enhance sales force output Cary Chapman National Service Sales Manager , Mettler-Toledo 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 [read more]

5:20 Closing Keynote: Driving Profitability In A Challenging Macro-Environment: Moving From A Products To A Services Company Cliff Wagner, Vice President Customer Services and Sales, Personal Systems Group-Americas, Hewlett Packard Hewlett Packard has recently earned the ‘Excellence in Service Operations’ certification from the Technology Services Industry Association (TSIA) for delivering superior technical support and services in North America. Throughout the years, Hewlett Packard has continued to achieve innovations in product development however they’ve also managed to mimic the same success in their services. Be sure to end your Day One attendance making HP”s successes your own as Cliff shares his insights on: Alleviating stakeholder and customer concern that you’ re not just a product company level anymore Developing a targeted brand campaign that ties products and services together Educating internal team members in what the company culture means and how you’re driving that throughout the organization Focusing on local customer needs and upsell opportunities for customers such as Including services tied to the box , application development, matching base offerings from a field services perspective, warranty fulfillment Analyzing each service and product in terms of cost and service levels for customers Providing support on multi-vendor products Cliff Wagner Vice President Customer Services and Sales, Personal Systems Group-Americas, Hewlett Packard

6:00 Field Service 2012 Welcome Reception Field Service 2012 Welcome Reception

7:00 End Of Main Conference Day One End Of Main Conference Day One