April 16 - 19, 2012
JW Marriott Las Vegas Resort & SPA

Main Conference Day Two

Wednesday, April 18, 2012

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7:00 Continental Breakfast & Registration
Continental Breakfast & Registration
8:00 Chairperson’s Opening Remarks
Chairperson’s Opening Remark
8:15 Growing Service In Emerging And Frontier Markets
Johannes Emmelheinz, President Rail Services, Siemens
Combining service and support is not just a convenience but part of a fully integrated global concept: All-around service at all levels to benefit the customer. However, when looking to emerging markets and service expansion these mantras become harder to initiate and sustain. In this session, Johannes Emmelheinz shares his key initiatives and lessons learned in expanding Siemens service business across the globe. Takeaways include:
  • Effectively attracting and putting leadership in place while scaling businesses
  • How do you get the right controls, the right systems and the right people that will run the systems and processes consistent to the risk of doing business in that region
  • How do you build up a network and invest in an infrastructure to take on your SLA’s and satisfaction scores
  • Understanding your local markets and how you can get to a percentage of localization
Johannes  Emmelheinz

Johannes Emmelheinz
President Rail Services, Siemens

8:55 Recurring Service Revenue Funds And Fuels Growth And Innovation
Natalie McCullough, Chief Marketing Officer, ServiceSource
There is a revolution underway. It is a ‘tech-enabled’ revolution, fueled by the pervasiveness of technology across just about every business and vertical market. All industries are benefiting, including building systems, agricultural and construction equipment, Aerospace and healthcare. And, wherever complex business to business technology is sold, so is an attached maintenance, support or subscription contract. As a result, companies increasingly are realizing that optimizing recurring service revenue and building stronger, more intimate customer relationships is critical to funding and fueling the growth and innovation needed to thrive in the face of significant changes impacting markets today.Yet, as companies dig into their renewals business, they realize that managing this business is very different than running product sales. In fact, optimizing recurring service revenue performance is a difficult challenge. Globally, technology-based companies are leaving over $40 Billion on the table each year according to Gartner and IDC.On the other hand, a growing number of forward thinking companies understand that the renewal of recurring service revenue is all about ongoing value selling, and requires a different approach. They are maximizing their profitable renewals revenue through focused value selling and renewals execution, up-sell and cross-sell campaigns, and using new-found millions in revenue to fuel growth and innovation. Takeaways and learnings include:
  • The profound impact that recurring service revenue is having on virtually every industry worldwide, with examples of how companies are capitalizing on this often overlooked asset to fund and fuel their business growth.
  • Share how a combination of High Performance Selling methodology, purpose-built cloud applications, and customer base intelligence can optimize recurring service revenue.
  • Case study for how a company partnered with ServiceSource to grow recurring service revenue in order to fund and fuel new product sales and innovation.
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Natalie McCullough
Chief Marketing Officer, ServiceSource

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. Pr [read more]
9:35 Panel Session: Maximizing Growth In Service
Andrew Stitzinger, Vice President US Service, Mar Cor Purification
Jerry Adamski, Global Customer Service Director, Gleason Corporation
Tribby Warfield, President North America Commercial, Gates Corporation
Attend this strategic panel session as our panelists provide insights into how they are identifying opportunities for vertical integration into their customers processes and what other avenues they’ve take to drive revenue. Discussion includes takeaways on:
  • Establishing a separate group out of service to manage activity and opportunities along your customers production supply chain
  • Introducing value added bundles, new contracting, new aftermarket services products to extend the aftermarket business without relying on the core business
  • Incorporating a training/certification programs to differentiate your service organization
Andrew Stitzinger

Andrew Stitzinger
Vice President US Service, Mar Cor Purification

Jerry  Adamski

Jerry Adamski
Global Customer Service Director, Gleason Corporation

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 backgro [read more]
Tribby  Warfield

Tribby Warfield
President North America Commercial, Gates Corporation

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, [read more]
10:15 Utilizing Technology To Drive And Enable Change In The Work Environment
Chris Gera, Vice President Field Information and Support Services, Nielsen
In this session Chris shares strategies to:
  • Creating a culture to get people to talk about “what they do”,
    • even if its not correct
    • even if its undocumented
    • Even if its counter to anything you expect
  • Getting people to open up about what the are “actually” doing
  • Creating “safe” discussion
  • Understanding that as a leader you can’t build this yourself, it must be based upon what is actually being done by those doing it
  • Implementing and building a communication and measurement tool to ensure your achieving desired results throughout your workforce
Chris Gera

Chris Gera
Vice President Field Information and Support Services, Nielsen

10:55 Morning Networking & Refreshment Break In The Solutions Zone
Morning Networking & Refreshment Break In The Solutions Zone
11:25 Panel Session: PDA vs. Laptop vs. Tablet – What’s Works Best And Why
Chris Gera, Vice President Field Information and Support Services, Nielsen
Gerald Norz, Vice President Global Printing & Packaging Operations, Megtec
Hal Kolp, Vice President of Information Technology, Source Refrigeration & HVAC
Service organizations across all industries are looking to revamp and upgrade their mobile devices being utilized in the field. As technology continues to advance what was only capable 4 to 5 years ago is now completely obsolete in meeting the needs of your workforce. Our panelists each have data and experience on the outcomes of the products they’ve utilized and have ultimately purchased. Come discover what device may fit the needs of your field employees and service executives. Discussion includes:
  • Which mobile hardware is best suited for your field force?
    • i.e. Speed to load, screen size, application support
  • Demonstrating success in having a combination of devices?
    • How did you decide which division gets which product and why
  • Comparing Apple and Microsoft 8 for adoption into your platform
  • Exploring the market for alternative form factors and lower cost devices
  • Understanding that its about getting the right information to the right person at the right time
Chris Gera

Chris Gera
Vice President Field Information and Support Services, Nielsen

Gerald Norz

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]
Hal Kolp

Hal Kolp
Vice President of Information Technology, Source Refrigeration & HVAC

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 organizati [read more]
12:05 Driving Employee Engagement In A Distributed Workforce
James Mylett, Vice President, General Manager Field and Business Operations, Johnson Controls
Now’s the time to start engaging your workforce and building an environment where they can develop and gain a sense of identity within your organization. If you’re curious to learn how engagement can drive both customer loyalty and safety performance then be sure to be in attendance as James Mylett shares Johnson Control’s three crucial levers to improve employee engagement and how they can be applied in your business.
James Mylett

James Mylett
Vice President, General Manager Field and Business Operations, Johnson Controls

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 [read more]
12:45 Panel Session: Cleaning Up Your Data Analytics And Management To Improve Trending And Repair Operations
Amos Schneller, Director of Customer Support, Minntech
Hal Kolp, Vice President of Information Technology, Source Refrigeration & HVAC
In order to effectively transition your organization to a more preventative/predictive service model its vital that you’re effectively capturing and analyzing the data you have on product and service performance. Join this discussion to identify how your organization can:
  • Understand that you need to fix the process before you can automate
  • Add a diagnostic tool to create enhanced visibility
  • Develop a strategy for analysis and leveraging key metrics from your support activities
  • Ensure that your knowledge sharing is standardized and consistent in all geographies
Amos  Schneller

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]
Hal Kolp

Hal Kolp
Vice President of Information Technology, Source Refrigeration & HVAC

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 organizati [read more]
1:25 Luncheon
Luncheon
3:45 Afternoon Networking & Refreshment Break In The Solutions Zone
Afternoon Networking & Refreshment Break In The Solutions Zone
5:45 Conclusion of Main Conference Day Two
Conclusion of Main Conference Day Two
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