Main Conference Day Two

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 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. 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 Vice President US Service, Mar Cor Purification 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 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 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 Vice President Field Information and Support Services, Nielsen 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 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 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 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 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

Track A: Service Innovation & TechnologyTrack B: Talent Management & Employee En... 2:25 Can I Put My Services In The Cloud And Make Money At It? Track A: Service Innovation & Technology Christian Verstraete, Chief Technologist, Hewlett Packard There is a lot of hype around cloud, but cloud is here to stay. So we can ask ourselves how cloud computing can help companies improve their customer service by providing a unique service experience to both the end-customer and the field engineer. After demystifying the concept of “Cloud”, Christian will use a number of examples to show how cloud computing can improve the responsiveness to the customer, help the field engineer and become a mechanism for new business models. Discussing both the opportunities and pitfalls, Christian will highlight the paradigm shift resulting from this new approach to information technology. Christian Verstraete Chief Technologist, Hewlett Packard 2:25 Maximizing Organizational Knowledge To Increase Employee Engagement And Performance Track B: Talent Management & Employee Engagement Dave Baker, Senior Vice President Field Service, Directv Defining and sustaining a strategic approach to organizing succession planning and knowledge retention practices can be often be untimely and draining, drawing your other initiatives of course. When faced with a large field force the challenge is often exacerbated. In this session, Dave Baker from Directv shares practices and ideas that have worked within his own service organization including: Evaluating past strategies in building consistency of service managers Developing internal training programs and providing a closed-loop for feedback and improvement Developing a knowledge repository to structure familiarities in your talent pool Supporting your organizational vision and strategic objectives on business process performance and innovation Dave 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]

Track A: Service Innovation & TechnologyTrack B: Talent Management & Employee En... 3:05 Executive Presentation From Servigistics Track A: Service Innovation & Technology Executive Presentation From Servigistics 3:05 Training For The Future: Developing The Optimal Field Service Workforce Track B: Talent Management & Employee Engagement James Jernigan, Director of National Field Service, Training & Technology, TriMedx Organizations across all industries are currently spending a great deal of focus on training and retaining talent, but how many of them actually have robust training methods, tools and processes in place? Furthermore, how many seen any return or quantifiable future benefit for their field force? Be sure to get your fill of training methods and tools to help you optimize your efforts as James tests the sophistication of your organization in this presentation by answering: What competency building techniques are you investing in, at the lowest costs and obtaining the greatest return? How has your training program changed over the last year? How can you keep employees engaged with your business considering they are out in the field? How can you keep employees connected? What programs are you leveraging (video training, mobile-device support, etc.) How can training optimize business results? Are there any out of the box training techniques you’ve used (looking beyond computer based training) or implemented? James Jernigan Director of National Field Service, Training & Technology, TriMedx

3:45 Afternoon Networking & Refreshment Break In The Solutions Zone Afternoon Networking & Refreshment Break In The Solutions Zone

Track A: Service Innovation & TechnologyTrack B: Talent Management & Employee En... 4:25 Intertwining Inventory And Workflow Through Your CRM To Maximize Field Efficiency Track A: Service Innovation & Technology Greg Kryshtalowych, Director of Service Operations, Ingersoll Rand Company As evidenced over the past few years service and support organizations are continually more reliant on CRM systems. You certainly can’t afford the setbacks of starting off a large implementation or upgrade to your systems on the wrong foot. In this session Greg shares strategies to assist you with: Synchronizing your inventory metrics with your workflow charts and scheduling to meet your customers service expectations Evaluating systems and applications that can optimize your network and aggregate inventory at any given time Exploring whether to purchase off-the-shelf or to design homegrown potential upgrades to existing platforms Capturing performance data to ensure to productivity and the impact on your field efficiency Greg Kryshtalowych Director of Service Operations, Ingersoll Rand Company 4:25 Optimizing Employee Engagement Track B: Talent Management & Employee Engagement Jim Joyner, Director Lean/Quality, Card-Monroe Corporation When striving to develop a complete and total customer oriented services mindset, there are a number of challenges to successful execution. In this session, James gets you to think outside the box when it comes to employee engagement and shares how he’s: Achieving breakthrough levels of performance by capturing the hearts and minds of employees Exploring the differences between involvement and true engagement to influence employees Utilizing the Employee Engagement Model to synchronize Core Principles with the Six Step Process for profound improvement Jim Joyner Director Lean/Quality, Card-Monroe Corporation Jim Joyner is Director of Lean, Quality & Service for CMC/Card-Monroe Corp., the premier manufacturer of tufting machines for the carpet, rug and turf industry throughout the world. Jim graduated from the University of Tennessee at Chattanooga and later earned an MBA from the College of St. Thomas in St. Paul, Minnesota. Jim began his professional career in with the 3M Company wher [read more]

Track A: Service Innovation & TechnologyTrack B: Talent Management & Employee En... 5:05 Streamlining Mobile Resource Management Track A: Service Innovation & Technology Scott Taylor, Field Service Director, Vivint Implementing driver safety programs and GPS integration Obtaining real time behavior change to driving the vehicles Evaluating cloud computing and networking solutions to eliminate paper based processes Gaining access to data that your mobile workforce vitally needs to function i.e. automated time sheets, directions, geo-stamping and inventory Evaluating tools such as HTML 5 to allow for creativity into your mobile platform Scott Taylor Field Service Director, Vivint Scott H. Taylor has been with APX for the last 10 years where he directs projects and the support structure of a 100% employee based Field Service team & fleet (covering 95% of the U.S., most of Canada, & Puerto Rico). Sharing Field Service responsibilities with two other Regional Directors, the APX service team is composed of 650 full time engineers, and 1200 seaso [read more] 5:05 Developing Service Leadership With Your Third-Party Partners Track B: Talent Management & Employee Engagement Len Vanderhulst, Global Service Product Manager, Mettler-Toledo For any organization, partnering with third-party providers has its ups and downs. The advantages to the partnership can be tremendous in cutting costs and freeing up additional resources. However in many cases your brands’ customer service is often at risk if the quality of service being delivered is not up to your own organizations standards and culture. In this session, Len highlights how your organization can improve its: Collaboration with your parties on effective partner management and ensuring that corporate guidelines are met in partnership agreements Ensuring your recruitment, retention, development, performance management and high-potentials meet your service organizations standards Maximizing growth and marketing – how do you ensure they’re focused on creating new market potential, creating optimal performance agreements Len Vanderhulst Global Service Product Manager, Mettler-Toledo

5:45 Conclusion of Main Conference Day Two Conclusion of Main Conference Day Two