The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support

February 17 - 18, 2021 | 12:55pm ET

The Field Service Connect Virtual Event

Field Service Connect is a private, invitation-only virtual event customized for leaders in customer success, service and support.

During crisis comes opportunity. The mission of Field Service Connect is to provide an interactive, high-level platform for the exchange of ideas, best practices and timely perspectives on moving beyond these turbulent times.

A Unique Experience

The Field Service Connect Virtual Event is an online forum mirroring our in-person events. We’re bringing you exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Pre-Scheduled 1:1 Meetings

See someone on our attendee list you want to meet? Mutually matched and pre-scheduled 1:1 meetings with your prospects and peers make it easy to further business. No more fruitless conversation. No more tradeshows.

Executive-Level Content

We provide custom-made, high-level content that fosters a fruitful dialogue among participants. Engage in in-depth discussions on the economic outlook for 2020 and beyond, and prep for a “new normal”.

Exclusive Networking

Meet only the most senior-level executives in an intimate and interactive environment.

Our Speakers. Your Visionaries.

Steve Meyers

Steve Meyers

Regional Field Support Leader: Diagnostics


Nithin Skaria

Nithin Skaria

Product Manager, Service

Acuity Brands Lighting

Sonya Roshek

Sonya Roshek

Vice President, Projects & Field Services

B+T Group

Paul Murray

Paul Murray

Director Field Service Operations

Tokyo Electron Ltd.

Jerry Adamowicz

Jerry Adamowicz

Director of Field Services

Oregon Beverage Recycling Cooperative

Chris Bade

Chris Bade

VP Field Service & Customer Support

Analogic Corp.

Field Service Connect Virtual Event Agenda

All Session times displayed in Eastern Time


    Group 1

  • 12:30 pm - 12:35 pm

    12:30 pm - 12:35 pm

  • 12:35 pm - 12:50 pm

    12:35 pm - 12:50 pm

  • 12:50 pm - 1:10 pm

    12:50 pm - 1:10 pm

    Paul Murray, Director Field Service Operations, Tokyo Electron Ltd.

    • Evaluating your service infrastructure and changes you need to make to stay operational
    • Understanding the evolving nature of customers’ needs and empowering your teams to deliver on new demands
    • Gearing your technology investment strategy towards smarter, automated service
    Learn more
  • 1:10 pm - 1:40 pm

    1:10 pm - 1:40 pm

    Nithin Skaria, Product Manager, Service, Acuity Brands Lighting

    • Remote monitoring services for critical assets
    • Reliable condition-based maintenance
    • Driving annual business savings and efficiency
    • Justifying the cost of remote services
    Learn more
  • 1:40 pm - 2:00 pm

    1:40 pm - 2:00 pm

  • 2:00 pm - 2:15 pm

    2:00 pm - 2:15 pm

  • 2:15 pm - 2:45 pm

    2:15 pm - 2:45 pm

    Jerry Adamowicz, Director of Field Services, Oregon Beverage Recycling Cooperative

    • Extracting full value out of your service systems and data
    • Lowering the costs of your maintenance teams
    • Reducing unscheduled maintenance
    • Driving informed business decisions
    Learn more
  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

  • 3:05 pm - 3:25 pm

    3:05 pm - 3:25 pm

    • Understanding the full scope of IT/OT alignment and the changes it will bring to your organization
    • Ensuring teams alignment around common business goals through clearly defined strategy and implementation planning
    • Closing the IT/OT skills gap
    Learn more
  • 3:25 pm - 3:35 pm

    3:25 pm - 3:35 pm

  • 3:35 pm - 3:55 pm

    3:35 pm - 3:55 pm

    • Capturing new business opportunities presented by customers’ increased demand for stable, uninterrupted service in the face of the pandemic
    • Gaining customers’ trust and demonstrating the full potential of the expanded scope of customer data processing
    • Protecting your customers and your service business from cyber attacks
    Learn more
  • 3:55 pm - 4:15 pm

    3:55 pm - 4:15 pm

    Sonya Roshek, Vice President, Projects & Field Services, B+T Group

    Sonya Roshek has more than 22 years of leadership and telecom operations experience in the areas of construction, organizational development, profit and loss, labor relations, staffing, training, quality/safety, estimating, procurement, material management and real estate. She has championed new lines of business including outside plant (fiber to the home), DAS, Small Cell and Distributed Infrastructure (car charging stations) across the US. Sonya has led large-scale projects including completing a multi-discipline green-field wireless build with microwave overlay for a new carrier spanning two Canadian providences, has served as project lead for both the wire-line and wireless network installations for the 2002 Olympic Games, and managed the integration of more than 10,000 cells in the Remote Integration Testing Center (RITC).  Sonya is on the Board of Governors for the National Wireless Safety Alliance (NWSA) and is working on the taskforces to advance and standardize the tower industry. 

    In this keynote, Sonya will be discussing how technology is changing the way B+T Group, a full-service wireless engineering, construction and technical services firm, efficiently manages large-scale projects, eliminates unnecessary field visits, provides more accurate and timely information to clients and makes human errors obsolete. The methods Sonya will discuss have been tested throughout a number of industries: oil and gas, manufacturing, retail, residential construction and telecommunications, and she will share specific examples of how 3D photogrammetry can be leveraged to create simulations, accurate dimensions, develop engineering documentation and assist with real time data collection. Key takeaways include:

    • Techniques that can help improve your data and client relationships
    • Remove human error in data collection
    • Realistic 3D modeling used for engineering documentation
    • Reducing trips to the field for verification
    Learn more
  • Group 2

  • 4:15 pm - 4:25 pm

    4:15 pm - 4:25 pm

  • 4:25 pm - 5:10 pm

    4:25 pm - 5:10 pm

    1. Leveraging Cloud for Secure, Data-Driven Field Operations
    2. Virtual Service and Support in a Touchless Environment
    3. Transforming Your Service Business with Machine Learning and AI
    4. Harnessing Mobile Knowledge Management to Elevate Customer Experience
    5. Driving Service Resiliency with IoT and Service Automation
    Learn more
  • 5:10 pm - 5:10 pm

    5:10 pm - 5:10 pm


    Group 1

    Track 1A

  • 12:30 pm - 12:45 pm

    12:30 pm - 12:45 pm

  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

    • Evaluating pandemic-driven supply chain changes and decisions made to date to maximize your logistics partnerships and meet customer demand tomorrow
    • Measuring parts supply effectiveness with the right metrics and KPIs
    • Exploring AI and ML capabilities that could propel your supply chain planning and crisis-management forecasting to new levels of accuracy and efficiency

    Learn more
  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    • Demonstrating the true value of reliable, uninterrupted service to the customer
    • Maximizing customer collaboration opportunities presented by the pandemic
    • Seizing the value of the customer data you are collecting today to improve your future products and services
    • Bridging the gaps between real-life customer experience and your evolving business goals
    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    • Strategic projections about key technologies that will be transforming the field service industry in the post-pandemic marketplace
    • Recommendations on how to guarantee the ROI of today’s technology investments
    • Overcoming cultural change challenges and ensuring the success of the accelerated adoption of digital tools
    Learn more
  • 2:15 pm - 2:30 pm

    2:15 pm - 2:30 pm

  • 2:30 pm - 3:00 pm

    2:30 pm - 3:00 pm

    Chris Bade, VP Field Service & Customer Support, Analogic Corp.

    • Embracing the acceleration of digital transformation within your service organization, ensuring internal buy-in and business goals alignment
    • Balancing the alignment of solutions with current service needs
    • Protecting your service business from rush decision-making and technology implementation mistakes
    • Ensuring that technologies you are investing in today will deliver true value to your customers in the long run
    Learn more
  • 3:00 pm - 3:20 pm

    3:00 pm - 3:20 pm

  • 3:20 pm - 3:40 pm

    3:20 pm - 3:40 pm

    Steve Meyers, Regional Field Support Leader: Diagnostics, IDEXX

    • Getting a holistic view of customers’ systems and infrastructure to customize and optimize your products and services to their true needs
    • Becoming a true partner to your customers, offering flexibility and 360-degree support as the market demand changes
    • Measuring customer satisfaction through a sophisticated system of metrics and KPIs
    Learn more
  • Group 2

  • 3:40 pm - 3:50 pm

    3:40 pm - 3:50 pm

  • 3:50 pm - 4:35 pm

    3:50 pm - 4:35 pm

    1. Planning for Service Excellence in the Post-Pandemic Marketplace
    2. Multiple Dimensions of Remote Service and Asset Maintenance
    3. Best Practices in Resource Planning and Scheduling
    4. The Dos and Don’ts of Virtual Trainings for Technicians
    5. Balancing Remote Support and Customer Satisfaction
    Learn more
  • 4:35 pm - 4:35 pm

    4:35 pm - 4:35 pm

Bringing Together The Best In Service

Word On The Street

"It’s a good balance between general sessions, round tables and one-to-one meetings. I’ll follow-up with the solutions providers I met and very much enjoyed the presentations during the general sessions. This is what I need to improve my own operations. Great job!"

Didier Teiller
SVP, Customer Care

“I like the small group format, it allow one-on-ones to discuss challenges, opportunities and strategies. The 30 minute vendor meetings are very effective in determining next step, or not.”

Brian Craft
Director, National Service

"The event was really designed around the attendees with plenty of time for networking, great presentations, and roundtable discussions. Attendees could selectively meet 1-on-1 with vendors in a low-pressure setting. My biggest take-aways were based on insights gained from other industry peers, which provided great value!”

Peter Seyfert

Let’s Connect & Create A Custom Experience


Hi, I'm Rachel, the Sponsorship Director for Field Service Connect Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

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How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for service and support executives. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.