Steve Blaz has served as Vice President of Global Service Operations for Juniper Networks since 2005. He has world wide responsibility for Service Operations with oversight of Logistics, Planning, Service Supply Chain, Repair Operations, Technical Operations, TPM/TPL Partner Management, Support Contracts, Business IT Solutions and Licensing Strategy. At Juniper, he is leading several strategic initiatives to re-architect the way customers experience service, from contract activation to service delivery, with emphasis on ease of doing business.

Prior to joining Juniper, Blaz spent 13 years at Cisco Systems, where he held executive positions leading Strategic Alliances, Global Product Services, and Global Onsite Services. At Cisco, he developed the vision and implemented the strategy for SMARTNet Onsite Services. His customer experience spans telecom, semiconductor, marine, and bio-medical industries. Blaz holds a degree in Bio-Medical Engineering.

Douglas Brown is the Director of Service Management of Kyocera Wireless for global warranty and service. With almost 20 years of demonstrated engineering and service management leadership building and motivating international teams, managing customer and internal relationships and implementing global process improvements Mr. Brown has brought an integrated service approach to Kyocera Wireless to assure customer satisfaction.

Mr. Brown’s organization at Kyocera is responsible for establishing global warranty and service strategies; repair methods and processes; field warranty repair data collection and new product readiness approaches. Through Kyocera Wireless’ account management organization, Mr. Brown assures that outsourced service partners are implementing repair and call center solutions which meet customer and internal service level agreements consistently.

Mr. Brown has a Bachelors Degree in Mechanical Engineering and MBA from Arizona State University.

Jordan Buser is Director, Service Supply Chain at Pitney Bowes with responsibility for managing and delivering service parts for all business units in North America.  In this capacity, his organization has accountability to deliver parts to support over 2 million customers with over 5 million pieces of equipment.  Prior to joining Pitney Bowes 4 years ago, Jordan spent 5 years at Hewlett Packard.

Carl Cameron
Director of Procurement
Sony Electronics Inc

Mel Drummond
Director – Product Support and Services
Eaton Corporation – Aerospace Operations

Ron DuRoss
Director of Technical Operations
KLA-Tencor

Ron DuRoss is the Director of Technical Operations for the Service Supply Chain Management organization at KLA-Tencor located in San Jose California where he is responsible for global repair operations, legacy product sustaining engineering and overall spare part quality. He has led the globalization of these responsibilities into Asia and India while successfully integrating two companies.

Prior to joining KLA-Tencor Ron held management roles in service, manufacturing and engineering at such companies as Applied Materials and SCI Systems.

Ron holds a Masters in Management of Engineering Technology from the University of Alabama at Huntsville and a BS in Mechanical Engineering from Auburn University.

Kate Vitasek is a thought leader in the area of Supply Chain Management and is a well-recognized authority on performance management and performance-based logistics. Kate’s approaches to performance management have been widely published; she has authored over 75 articles which have appeared in publications such as Journal of Business Logistics, Supply Chain Management Review, Aviation Week and World Trade Magazine. Kate has been recognized for her leadership in the profession. Most recently she was selected as a “Woman on the Move in Trade and Transportation” by the Journal of Commerce and was also recognized a as a “Rainmaker” in by DC Velocity Magazine for her efforts in helping to build the logistics and supply chain profession.

Ms. Vitasek has been the lead researcher and faculty for the University of Tennessee’s Performance-based Logistics efforts for the last 4 years. She developed and teaches a four day course on Performance-based Logistics for the University of Tennessee’s Aerospace and Defense program and is one of the university’s lean implementation coaches as part of their Center for Executive Education. Kate is currently leading two comprehensive PBL research projects funded by the U.S. Department of Defense. She is also developing and piloting a “Service Acquisition Workshop” that will be rolled out across the U.S Air Force in conjunction with the Air Force’s Installation Acquisition Transformation efforts.

Gilbert leads a global team responsible for maximizing value recovery through product returns and recycling.  He also heads up a strategic initiative for driving efficiencies across the supply chain and collaborating with Cisco’s distributors to reduce expenses and reinvest savings.    

Prior to joining Cisco in 2005, Gilbert was VP of Customer Service and Quality at Palm, where he restructured global call center and repair operations. He has also served as a turnaround specialist for a FTSE 250 company, a director of delivery operations for startup Webvan, and a management consultant with McKinsey. 
A graduate of MIT, Gilbert serves on the advisory boards of startup JobSight Solutions, the Reverse Logistics Association, and the Howard University School of Business Center for Supply Chain Management.  

Jim McDonnell
Senior Director, Advanced Support Tools, Technical Services
Cisco Systems

Jim McDonnell is Sr. Director of Advanced Support Tools, Technical Services, at Cisco. With 20 years in IT and Technology Service, Jim drives the strategy and development of next-generation support tools. Under his leadership, his team has helped enable several key Cisco Technical Services offerings including Smart Call Home and Smart Care Service, which was just released in April 2007. He also headed the Services Quality Initiative for Technical Services as one of his first projects at Cisco.

Cisco Technical Services provides 24-hour support through its Technical Assistance Centers and Cisco.com, serving customers in 120 countries. Advanced Support Tools helps customer and Cisco network engineers operate networks effectively, through a range of resources and tools that maximize network operations and reduce troubleshooting time.

Prior to joining Cisco in 2003, Jim was Director of IT Infrastructure at Openwave Systems, where he managed global data centers, networks, telephony, and desktop support. Jim was the eBusiness CIO of Avaya where he led the strategy and development of Avaya's end-to-end eBusiness technology capabilities.
 
Jim has also spent several years as a consultant to Fortune 500 companies, advising them on services re-engineering and technology implementation.

Colin Morales
Vice President, Customer Service
Intuitive Surgical

Susan Pawlisheck is Director of Global Support Solutions Sales and Marketing for Axcelis Technologies Inc, one of the world’s largest manufacturers of semiconductor manufacturing equipment. Susan’s organization manages aftermarket support for an installed base of over 4000 systems in the United States, Asia and Europe.

In this role, she has led several key initiatives including leading a Warranty and Install Cost Reduction Team, designing and implementing a new product customer risk assessment program, and developing a focused Asia Pacific penetration strategy. Most recently, Susan led an initiative to increase sales for aftermarket products, resulting in an 80% increase in revenue.

Since joining Axcelis in 1995, Susan has held numerous management positions in the areas of Aftermarket Support and Planning, Technical Support Account Management, Customer Service and Sales. Prior to joining Axcelis, Susan held several management positions at Raytheon. Susan holds a B.S. in Business Management from Eastern Nazarene College, and an M.S. in Management from Lesley College.

Tim Saur holds a B.S. in accounting from the State University of New York. In addition he holds a M.B.A., with a concentration in finance, from the University of Notre Dame (magna cum laude) and a Ph.D. in International Business Development from the University of Southern Mississippi. Tim is a certified public accountant (CPA) and a certified management accountant (CMA). His research interest is focused on the combination of competitive strategy and innovation. He has been a frequent speaker on the development and deployment of self-service technology in field service and on financial metrics to drive service growth.

His early career included positions in accounting performing tax and audit work Upon completion of his MBA Tim began a career at Ford Motor Company in their prestigious career foundation program. In 2001, after several years, Tim, along with his wife and children, relocated closer to family in the Rochester, NY area. Tim is currently employed by Durst Phototechnik, AG’s US-based operation as the Vice President of finance, operations, and the service business unit. In this capacity he oversees the entire operations and service business of North America and portions of South America. Tim has increased customer satisfaction to above 90%, increased employee utilization, and has created a 20% increase in gross profit percentage in the Durst service organization. In 2007 he launched a global self-service knowledge management system to the Durst customer’s.

For the past 25 years, Amos has enjoyed a successful career in International technical and customer support management. Some of his most notable experience has been in helping multiple companies establish an international presence. He created and developed the infrastructure of operations in Germany, Israel, and the United States. From system design and programming to installation and integration.

Prior to joining Minntech, he served as Customer support manager for Delphax Technologies manufacturer of high volume printing equipment for publishing, direct mail, legal and financial applications. Earlier, while serving as District manager and Regional manager for central US and Canada at Scitex Corp. Amos oversaw the company’s development and service of Graphic arts solutions to customers in central Europe. He began his career as R&D engineer and system manager at Scitex Israel, the inventor of digital pre-press systems.

Beginning of 2005 Amos joined Minntech Corp and holding the position of Director of Customer Support.

Amos holds a degree in Electrical Engineering. He graduated from the MBA program at university of St. Thomas.

Mark Servidio Is The Vice President – Logistics & Environmental Supply Chain Planning For Sharp Electronics Corporation. In His Five Years With Sharp He Has Been Very Active In Environmental Issues. Sharp Is A Member of the US EPA SmartWay Program and They Have Won the SmartWay Excellence Award 2 Years in A Row.

Mark Has 23 Years Experience In The Supply Chain Area. Mark Has B.S Degree In Business Administration From Southern Vermont College In Bennington, Vermont And A MBA In Marketing From The University Of Bridgeport In Connecticut.

Tom Sunseri
Vice President/GM Service Supply Chain Operations
Unisys

Roy J. Steele
President
RoShar Associates, LLC

Roy is President of RoShar Associates, LLC, a company focused on “Brand Loyalty Improvements through CustomerGistics© Initiatives and ExecutionExcellence©” implementation models. We believe end-users of products and support services continue to set the expectations and performance metrics that companies must exceed to assure brand differentiation and customer loyalty in each vertical market.

Roy has over two decades of field service and support operations experience as a practitioner. This experiential knowledge is directly applied to executive planning sessions, workshop content and client engagements. Roy has expertise in service parts management, engineering, manufacturing, field engineering, service training, service documentation, quality control/assurance, field service operations, new product launch, repair center operations, marketing and sales support, customer operations and extended client engagements. His experience was gained during his career with Xerox Corporation, Recognition Equipment, Digital Telecommunications Systems, Management Metrics Services and Patton Consultants. He is coauthor of the Service Parts Handbook, Second Edition 2003.

James Verner
Director of Planning and Procurement
Apple

James Verner has work experience encompassing consulting, operational management and general management roles in the service & high-tech industries. His previous employers include Coopers & Lybrand, Tyco, Webvan.com and Proxim Wireless. He is currently employed by Apple Inc in Cupertino as a Director of Planning and Procurement for Apple’s service business, “AppleCare”. As such, he is responsible for all Mac-oriented planning, purchasing, forecasting and inventory within AppleCare.

James is an Engineering graduate of Queen’s University in Canada, has an MSc from Imperial College, London and received his MBA from Harvard University.

Rusty Walther
Senior Vice President, Global Support
Network Appliance

Kevin Wrenn
Senior Vice President, PC Business & Operations
Fujitsu Computer Systems Corp.

Kevin Wrenn has been with Fujitsu for nine years and was named Senior Vice President PC Business & Operations, in April 2007, following a reorganization designed to integrate and align the PC business to meet industry challenges head-on. Previously, Mr. Wrenn held a number of executive positions including Senior Vice President Operations & Quality. In 2000, he was named Vice President of Operations for Fujitsu PC Corporation. In his new role, Mr. Wrenn leads the mobile PC business unit and is responsible for operations that support both mobile and server product offerings.

Responsible for successfully architecting Fujitsu Computer Systems supply chain strategy, Mr. Wrenn has enabled Fujitsu Computer Systems to become the most profitable Fujitsu company on the globe. The model's reduced energy and freight costs earned him industry recognition and numerous invitations to speak as a subject matter expert. As SVP of Quality, Mr. Wrenn's commitment to quality execution and ownership helped Fujitsu Computer Systems Corp. receive 12 Best Practice nominations by external auditor, BSI, in just two years. Prior to joining Fujitsu, Mr. Wrenn held operations and financial management positions in computer related industries from PCs to automatic test equipment for Compaq Computer Corporation, Microcom, Inc., and Teradyne Inc. He received his bachelor of science degree in accounting from the University of Southern New Hampshire and a master of business administration from Suffolk University in Boston. 

In 2006, Kelly became Senior Vice President of Operations. She joined ExpressPoint in 2003 as the Director of Life Cycle Management. She has over 20 years of supply–chain management experience in the electronics industry [GE Capital, Avnet Computer Technologies]. Kelly holds a Master of Business Administration in Operations Management and a Bachelor of Arts degree in Marketing from St. Thomas University.

Emily Rodriguez is a Senior Consultant at The Results Group, with over 25 years experience managing and consulting in logistics, supply chain, purchasing and operations outsourcing. She specializes in process re-engineering and automation of all supply chain functions. Her industry experience includes both forward and reverse logistics responsibility for computer hardware, peripherals and software, marine and industrial hardware, apparel, and agribusiness. Her previous employers include Dell Computer, Packard Bell/NEC, and Fujitsu.

Previous to The Results Group she was with eBoomerang, where she applied her operational expertise to help design and build highly flexible and effective software for reverse logistics. She is currently on projects in the semi-conductor, supply chain software and consumer electronics industries. She is a sought after speaker and guest lecturer at local universities, and presents regular workshops in the reverse logistics industry.

Bill joined OnProcess Technology in November of 1999, bringing with him 20 years of experience in Sales and Marketing for large multi-national corporations.
At OnProcess he has focused on developing clients in a broad base of industries, which has allowed OnProcess to develop a wide range of solution based processes suitable for our clients’ many requirements.

Bill is also the team lead for our Business Development and Partner programs that have been instrumental in creating profitable relationships with many of our clients’ outsourced transportation, repair and logistics service vendors.

David Stegall leads the Solutions Engineering Team at Servigistics, His background includes over 20 years of functional service supply chain roles, enterprise software implementation consulting, and business process consulting. David began his career as a planner and quickly was promoted to a materials handling group director. He then moved to managing multi-site implementations of large manufacturing, logistics, and financial applications. Prior to Servigistics David worked for SAP and I2 Technologies.

David completed his undergraduate degree in Business Administration from Auburn University and his MBA in Operations Management from Georgia State University.