7:30 Continental Breakfast & Registration Continental Breakfast & Registration

8:00 Chairperson's Opening Remarks Chairperson's Opening Remarks

8:15 Breaking Down Silos To Create A Services-LedBusiness John Tarascio, President Bowe, Bell & Howell Service, Bowe, Bell & Howell John’s role recently expanded to include responsibilities for manufacturing and engineering functions, enabling him to enforce serviceability and reliability throughout the product development process. Other ventures include providing service for third party products, parts and supplies sales, product reconditioning services, business continuity services, and web based sales. In the past 9 years he has developed a world-class customer support infrastructure by using business integrated CRM systems and a Training Top 100 award winning corporate technical university. He’s made service the most important division at BBH. Find out how he does it. 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]

8:55 Presidents’ Boardroom Wrap-Up Panel:Key Take-Aways Streamlining Your Service Organization To Control Costs And "Re-Prioritize" Your Business 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 Find out the key take-aways from the President’s Boardroom and how heads of service and support organizations plan to structure or restructure their business through growth throughout recovery. Get the facts you need to make sure you’re contributing to the bottom line. 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]

9:10 Outpace Your Competition: Optimize Field Service with Real-Time Information Igor Glubochansky, Director, Industry Solutions | Mobility Product Management, AT&T Business Solutions AT&T will share best practices and lessons learned from Field Service Automation deployments to increase productivity, efficiency and improve customer service. Igor Glubochansky Director, Industry Solutions | Mobility Product Management, AT&T Business Solutions Igor is the Marketing Director of Industry Solutions at AT&T

9:50 PANEL: Adding New Revenue Streams By CreatingAdditional Value To Your Customers Dick Frishkorn, Managing Director, Global Customer Field Support Group, GE Aviation Tribby Warfield, President, Power Transmission North America, The Gates Corporation Greg Deiter, Vice President Defense & Government Services, Boeing Eva Azoulay, Director Commercial Services & Support - Customer Service, Pratt & Whitney Canada Your service organization must be ambitious if your goal is to maintain and grow your customer base. What are you currently doing to add value to your customers? This panel of experts understands that creating additional value to customers in this economy is of utmost importance for success. Dick Frishkorn Managing Director, Global Customer Field Support Group, GE Aviation 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 Operations Center (AOC), and the China Operations Center (CHOC). The AOC includes the Diagnostics and Data Management Center, the BizJet Operations Center, Flight Operations, Business Contracts, Customer Web Center (CWC) support, and A [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] Greg Deiter Vice President Defense & Government Services, Boeing Boeing named Greg J. Deiter vice president of its Defense & Government Services (D&GS) division in September 2008. D&GS is an operating division of Boeing Integrated Defense Systems’ Global Services & Support business. In this role, Deiter leads a 4,400-person workforce providing services for infrastructure support, aviation and logistics, support operations, and managed network an [read more] Eva Azoulay Director Commercial Services & Support - Customer Service, Pratt & Whitney Canada Eva began her career as a Supply Quality Specification Supervisor at the Pratt and Whitney Canada facility in Montreal. Between 2001 and 2004 she held various positions of increasing responsibility in the Aftermarket division as Technical Support Manager and Manager of Technical Consulting Service Engineering.In 2006, she was appointed Director, Commercial Services for the Service Centres. Ms. Azo [read more]

10:30 Morning Coffee & Refreshment Break Morning Coffee & Refreshment Break

11:00 Case Study: From Strategy To Reality - Best Practices Mary Cay Kosten, Vice President, Global Customer Services, Sun Microsystems In this case study, Mary Cay shares her expertise on how to successfully instigate change within a service business, from setting a timeline for goals and expectations. Mary Cay Kosten Vice President, Global Customer Services, Sun Microsystems Mary Cay Kosten is Vice President of Global Customer Services Delivery for Sun Microsystems and is responsible for delivering Sun's support services. Mary Cay's team, combined with Sun's partner community, provide key strategic and operational services for Sun customers and employees in over 160 countries worldwide. Mary Cay joined Sun in 1995 and has previously served as Vice President of Custome [read more]

11:40 Improving Support While Improving Productivity Dick Frishkorn, Managing Director, Global Customer Field Support Group, GE Aviation To achieve long term success, a service organization must continually increase productivity. In this lively discussion, Dick outlines the necessary steps to enhance service delivery and performance, while controlling costs. Dick Frishkorn Managing Director, Global Customer Field Support Group, GE Aviation 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 Operations Center (AOC), and the China Operations Center (CHOC). The AOC includes the Diagnostics and Data Management Center, the BizJet Operations Center, Flight Operations, Business Contracts, Customer Web Center (CWC) support, and A [read more]

12:20 Uncovering Opportunities To Expand Your Global Footprint And Grow Your Service Business Greg Deiter, Vice President Defense & Government Services, Boeing Greg Deiter leads a 4,400-person workforce providing services for infrastructure support, aviation and logistics, support operations, and managed network and communications; as well as a broad array of other technical services. In this presentation, Greg examines best practices to expand your service operations world-wide and sustain those operations. Greg Deiter Vice President Defense & Government Services, Boeing Boeing named Greg J. Deiter vice president of its Defense & Government Services (D&GS) division in September 2008. D&GS is an operating division of Boeing Integrated Defense Systems’ Global Services & Support business. In this role, Deiter leads a 4,400-person workforce providing services for infrastructure support, aviation and logistics, support operations, and managed network an [read more]

1:00 Luncheon Luncheon

Track C: Workforce OptimizationTrack D: Service Business Structure & Culture 2:00 Chairperson’s Remarks Track C: Workforce Optimization Chairperson’s Remarks 2:00 Chairperson’s Remarks Track D: Service Business Structure & Culture Chairperson’s Remarks

Track C: Workforce OptimizationTrack D: Service Business Structure & Culture 2:10 Case Study: Implementing Routine Quality Assessments To Increase Efficiencies And Reduce Service Cost By 50% Track C: Workforce Optimization Brock Faulkner, Vice President of Service, Dornier MedTech In this case study, Brock walks you through the process Dornier MedTech has undertaken to improve service delivery through consistent quality and performance assessments. Learn how to isolate problems in service and support and implement an action plan to fix them. Brock Faulkner Vice President of Service, Dornier MedTech Brock Faulkner is the Vice President of Service at Dornier MedTech America, Inc. In addition to his service responsibilities, Brock also manages Dornier’s Latin American sales, distribution, and service channels. He has twenty-five years experience in field service related to capital medical equipment manufacturing, repair and part sourcing initiatives. Brock brings a unique perspective to the man [read more] 2:10 Obtaining Corporate Buy-In To Drive A Culture Of Service Within Your Organization Track D: Service Business Structure & Culture Bernadette Lodico, General Manager BSSG Service and Support , Eastman Kodak In this presentation, Bernadette Lodico shares her expertise on how to get the attention of the most senior-level executives within a company to focus on, and allocate resources to, the service organization. Get actionable ideas on elevating the importance of the service business as a revenue generator, and educate sales teams and product development on the value of the service business. Bernadette Lodico General Manager BSSG Service and Support , Eastman Kodak Bernadette Lodico is the General Manager of BSSG Service and Support at Eastman Kodak.

Track C: Workforce OptimizationTrack D: Service Business Structure & Culture 2:45 PANEL: Establishing Appropriate Metrics To Measure And Increase Workforce Productivity Track C: Workforce Optimization Mohamed Zarringhalam, Vice President Service, Nikon Precision Mike Wittrock, VP of Field Service, DirecTV Mike DiDonato, Director of Field Service, Boeing Commercial Airplanes-CAS Brock Faulkner, Vice President of Service, Dornier MedTech Mark Moran, Vice President Of Operations, Pendum Successfully measuring and monitoring workforce productivity is critical to controlling costs and improving service. In this lively panel discussion, learn how a variety of different industries approach performance and productivity metrics to enhance their own service businesses. Gain key take-aways on how to communicate expectations across the service business, match performance metrics with customer requirements and implement the right incentives to motivate your technicians and engineers to achieve highest performance. 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. 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] 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] Brock Faulkner Vice President of Service, Dornier MedTech Brock Faulkner is the Vice President of Service at Dornier MedTech America, Inc. In addition to his service responsibilities, Brock also manages Dornier’s Latin American sales, distribution, and service channels. He has twenty-five years experience in field service related to capital medical equipment manufacturing, repair and part sourcing initiatives. Brock brings a unique perspective to the man [read more] Mark Moran Vice President Of Operations, Pendum Mark is responsible for field performance metrics, staffing, budgeting, pricing, and field strategy at Pendum. Pendum is the largest independent servicer of ATMs in the U.S. providing both cash replenishment and maintenance services. Prior to joining Pendum, Mark led customer experience initiatives at Avaya, a global pro­vider of communications systems, where he led Avaya’s successful effort to be [read more] 2:45 Best Practices In Setting Up Your Service Organization: Thinking Globally And Acting Locally Track D: Service Business Structure & Culture Rich Springer, Vice President Customer Support, Tomotherapy By nature, service is a local business. So, how do you set up your service organization globally and still deliver a customized experience to make your customers happy? In this presentation, Rich Springer provides tried and tested strategies to successfully set up service and sales in new regions, territories and/or countries. Rich Springer Vice President Customer Support, Tomotherapy Rich is currently the Vice President of TomoTherapy’s Global Customer Support department. In this role he a member of the executive team and is responsible for driving service profitability and customer satisfaction. Rich joined TomoTherapy in 2005 and has previously served as Director of Customer Service. During his 23 year career in the Medical and Semiconductor industry, Rich has performed a wi [read more]

3:20 Afternoon Networking & Refreshment Break Afternoon Networking & Refreshment Break

Track C: Workforce OptimizationTrack D: Service Business Structure & Culture 3:50 Case Study: Evolving The Business To Increase Service Revenue Through Co-Value Creations Track C: Workforce Optimization Don Bernard, Vice President of Service and Operations, Dustcontrol, Inc. In this case study, learn how DustControl increased service revenue by building strategic internal partnerships, aka "co-value creations". Learn how to differentiate service products and leverage partnerships to find additional opportunities for revenue growth and stand out from the competition. Don Bernard Vice President of Service and Operations, Dustcontrol, Inc. The majority of Don Bernard’s career has been invested in after-market service and client support services. After graduating from Youngstown State University, Don started his technical career as a Field Service Engineer Trainee, to Senior Field Engineer to Manager. At that time, Don’s geographical area of responsibility was a five state area. Within eight years, Don was responsible for a global fi [read more] 3:50 Outtasking To Third Parties: Embracing The Experience Track D: Service Business Structure & Culture Erick Alberts, Senior Manager Service Operations, Cisco Outsourcing vs. Outtasking Value of each to a large technology customer A third party field engineering model approach Cost, risk & coverage optimization, outtasking onsite service while maintaining control of the customer experience Meeting continually rising end-customer expectations with recent and future capability development needs and the road ahead in this economy Erick Alberts Senior Manager Service Operations, Cisco Erik Alberts manages the operations for the Customer Assurance organization within Cisco Systems’ Technical Support business. The Customer Assurance organization provides Cisco’s highest level of escalation to resolve customer issues, leverages lessons learned to mitigate pervasive issues and identifies potential systemic issues and partners to prevent them.

Track C: Workforce OptimizationTrack D: Service Business Structure & Culture 4:25 Effectively Monitoring Your Workforce To Reduce Downtime And Contain Costs Track C: Workforce Optimization Art McGinn, Vice President Service Operations, Canon Business Solutions Art McGinn illuminates best practices to manage your workforce, improve service and control costs. He lays out the necessary performance and productivity metrics, from scheduling and availability to accountability. Wrapping up with a discussion on appropriate software solutions, learn how to develop metrics within your business to improve uptime, efficiency and profitability. Art McGinn Vice President Service Operations, Canon Business Solutions Art McGinn joined Canon Business Solutions - Central in 1988, as General Service Manager. He has held a variety of service leadership positions within Canon Business Solutions and currently is responsible for the Central Zone service operations consisting of the Greater Chicago, Midwest and Southwest regions. Prior to joining Canon Business Solutions, spent 10 years at Bell & Howell Company in [read more] 4:25 Case Study: Maintaining Your Corporate Culture While Growing Your Business Track D: Service Business Structure & Culture Frank Buratti, Director of Maintenance, JetBlue Airways JetBlue is a leader in service, both internally and externally. Frank Buratti cares about his service technicians, making sure they are informed on corporate issues and are equipped with what they need to do their job. In this case study, learn how JetBlue has managed to maintain a "small town" feel while achieving significant growth in a relatively short period of time. Frank Buratti Director of Maintenance, JetBlue Airways Frank Buratti has been with JetBlue Airways for over 10 years. He has held various roles within JetBlue such as Maintenance Manager, Manager of Training, Manager of Safety, and Manager of Maintenance Control. For the past 4 years he has served as the Director of Aircraft Maintenance. Frank has over twenty years of civil aviation experience and over three years in the United States Air Force. He ha [read more]

5:00 Conclusion Of Field Service 2010 Conclusion Of Field Service 2010