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

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

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.

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.

Abby Ngampongsai

Abby Ngampongsai

Vice President, Technical Service and Support

Exact Sciences

Anurag Bhatnagar

Anurag Bhatnagar

Senior Director — Software Engineering & Business Applications

Hughes Network Systems

Steve Mason

Steve Mason



Charles Hughes

Charles Hughes


High Wire Networks

Steven Zannos

Steven Zannos

Senior Director, Service Delivery


Candice Pereira

Candice Pereira

Global Director of Service Sales and Marketing

Boston Scientific

Ravichandra Kshirsagar

Ravichandra Kshirsagar

Vice President – Digital Buildings Services

Schneider Electric

Josh Russell

Josh Russell

Group Director Product Management


Anthony Mass

Anthony Mass

AVP Field Service North America


Dr. Marlene Kolodziej

Dr. Marlene Kolodziej

Vice President, Centralized Services

Ricoh USA, inc.

Keith Burnett

Keith Burnett

UK Digital Service Director

Schneider Electric

Greg McCormick

Greg McCormick

IS Director, Business Partner


Remi del Mar

Remi del Mar

Product Manager

Epson America

Edwin Pahk

Edwin Pahk

VP of Product Marketing


Alvaro Pombo

Alvaro Pombo

CEO and Founder


Field Service Connect Virtual Event Agenda

All Session times displayed in Eastern Time


  • 12:30 pm - 12:40 pm

    12:30 pm - 12:40 pm

  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 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
  • 1:00 pm - 1:30 pm

    1:00 pm - 1:30 pm

    Nithin Skaria, Product Manager, Service, Acuity Brands Lighting
    Dr. Marlene Kolodziej, Vice President, Centralized Services, Ricoh USA, inc.

    • Remote monitoring services for critical assets
    • Reliable condition-based maintenance
    • Driving annual business savings and efficiency
    • Justifying the cost of remote services
    Learn more
  • 1:30 pm - 1:50 pm

    1:30 pm - 1:50 pm

    Remi del Mar, Product Manager, Epson America

    See how organizations are harnessing the power of Augmented Reality to accelerate productivity and response time.

    Learn more
  • 1:50 pm - 2:50 pm

    1:50 pm - 2:50 pm

    During this live and interactive roll-up-your-sleeves workshop, compare notes and discuss with other field service executives:

    ·        Which solutions are yielding the strongest results?

    ·        How are organizations monetizing their investments and accelerating ROI achievement?

    ·        How long is the adoption curves and what are the challenges with onboarding, rollout and execution?

    ·        How well are these platforms integrating with other solutions such as AI, Augmented Reality and other self-service offerings?

    NOTE: Think Tanks are reserved for a maximum of 8 field service executives. Advanced registration required.

    Learn more
  • 1:50 pm - 2:20 pm

    1:50 pm - 2:20 pm

    Jerry Adamowicz, Director of Field Services, Oregon Beverage Recycling Cooperative
    Abby Ngampongsai, Vice President, Technical Service and Support, Exact Sciences

    • 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
  • 2:20 pm - 2:30 pm

    2:20 pm - 2:30 pm

  • 2:30 pm - 2:50 pm

    2:30 pm - 2:50 pm

    Anurag Bhatnagar, Senior Director — Software Engineering & Business Applications, Hughes Network Systems

    Hughes Network is using RPA to automate its field service back-office automation, helping to accelerate its digital transformation. RPA is a technology that develops “digital workers” (software robots, if you will) to help and support the human workforce. Hear how this initiative is helping Hughes:

    • Bridge the gap where software integration and enhancement projects are backlogged
    • Considerably Increase customer experience and engagement, and field operations SLAs many fold
    • Significantly reduced the cost of operations
    Learn more
  • 2:50 pm - 3:10 pm

    2:50 pm - 3:10 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
  • 3:10 pm - 3:20 pm

    3:10 pm - 3:20 pm

  • 3:20 pm - 4:05 pm

    3:20 pm - 4:05 pm

    Steve Mason, COO, FieldAware
    Josh Russell, Group Director Product Management, MIZE

    • Expand Your Service Offerings to Include Outcome-Based or Hybrid Service Delivery Models -- Moderated by Steve Mason, COO, FieldAware

    • Harnessing Mobile Knowledge Management to Elevate Customer Experience – Moderated by Josh Russell, Group Product Manager, Mize


    • Leveraging Cloud for Secure, Data-Driven Field Operations
    • Virtual Service and Support in a Touchless Environment
    • Transforming Your Service Business with Machine Learning and AI
    • Harnessing Mobile Knowledge Management to Elevate Customer Experience
    • Driving Service Resiliency with IoT and Service Automation
    Learn more
  • 4:15 pm - 5:15 pm

    4:15 pm - 5:15 pm

    Remember the good old days when you could go to in-person events, meet new people, and share experiences with your peers? 


    So do we, and Aquant is bringing Las Vegas to you! Enjoy all the casino favorites including Blackjack, 3 Card Poker, and Roulette! 


    Whether you bet on black or red, it's going to be a night of fun! 

    Learn more
  • 5:30 pm - 5:30 pm

    5:30 pm - 5:30 pm


  • 11:30 am - 12:30 pm

    11:30 am - 12:30 pm

    Steven Zannos, Senior Director, Service Delivery, Electrolux
    Dr. Marlene Kolodziej, Vice President, Centralized Services, Ricoh USA, inc.

    These are live and interactive, roll-up-your-sleeves workshops, where field service executives can compare notes and discuss topics and business concerns in private. Think Tanks are reserved for a maximum of 8 field service executives. Advanced registration is required.

    Balancing Remote Support and Customer Satisfaction --Moderated by Steven Zannos, Senior Director, Service Delivery, Electrolux

    •  What are the biggest lessons learned and successes during the pandemic to accelerate remote support
    • How satisfied are customers with remote service? Pros and cons?
    • What works and what doesn’t and why?
    • What are the best use cases for remote maintenance, repair and support?
    • What other technologies are supporting execution?

    Talent Management: The Impacts of the Pandemic and Digital Disruption - Moderator TBD

    •  What are the biggest staffing challenges and issues through disruption and change
    • How are you supporting employees' mental and physical health concerns and stress during the pandemic
    • How has the pandemic shifted and changed your recruitment and retention initiatives for a more diverse employee base
    • How are you implementing training and onboarding new employees




    Learn more
  • 12:30 pm - 12:40 pm

    12:30 pm - 12:40 pm

  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

    Wayne Cowan, Director, Service & Repair EMEA/Asia Pacific, Integra Lifesciences

    • 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
  • 1:00 pm - 1:20 pm

    1:00 pm - 1:20 pm

    Charles Hughes, COO, High Wire Networks

    • 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
  • 1:20 pm - 1:40 pm

    1:20 pm - 1:40 pm

    Anthony Mass, AVP Field Service North America, Oracle

    When the world shut down, and everything stopped – Field Service did not. With stay at-home orders, new health and safety guidelines, and supply chain disruptions – field service organizations were presented with a unique opportunity to embrace digital transformation and pivot business models to unlock new revenue while reducing operational costs and improving the customer experience.

    This session will examine three service models forward-thinking service organizations are adopting to grow their business. Plus, we’ll provide insight into how technologies such as artificial intelligence, machine learning, bots, guided processes, and enhanced collaboration tools are key components in today’s digital transformation. ­­

    In this session you will:

    ·        Understand new subscription models, including product-as-a-service, and how an integrated customer experience enables field service organizations to drive revenue

    ·        Learn why asset-based service organizations focused on outcome-centric models (i.e., uptime and asset performance) are increasing lifetime customer value

    ·        Learn how an integrated supply chain facilitates growth for parts-based service while increasing first-time fix rates 

    Learn more
  • 1:40 pm - 2:10 pm

    1:40 pm - 2:10 pm

    Steven Zannos, Senior Director, Service Delivery, Electrolux
    Candice Pereira, Global Director of Service Sales and Marketing, Boston Scientific

    • Strategic projections about key investments, including but not limited to technologies that will transform the industry in the post-pandemic marketplace
    • Recommendations on how to guarantee the ROI of these important investments -- people, training and upskilling, tech solutions, and data analytics for continuous improvement.
    • Overcoming cultural change challenges to ensure the success of accelerated digital tools adoption.
    Learn more
  • 2:10 pm - 2:20 pm

    2:10 pm - 2:20 pm

  • 2:20 pm - 2:40 pm

    2:20 pm - 2:40 pm

    Greg McCormick, IS Director, Business Partner, Stryker
    Edwin Pahk, VP of Product Marketing, Aquant

    Covid-19 accelerated transformation projects in the medical device space. Multi-year timelines shrunk dramatically to keep up with the pace of change, especially around customer expectations. But how specifically have medical device service organizations implemented these whirlwind shifts in digital transformation plans?

    Greg McCormick, IS Director, Business Partner, Stryker, examines how his team overcame challenges big and small. He’ll talk about how they fast-tracked projects aimed at improving service outcomes, upskilling the workforce, and preparing the organization for sustained, future growth. McCormick will dive into:

    ● How the Covid 19 pandemic inspired a faster path to innovation at Stryker

    ● The role that technology, including AI, has played in developing a more resilient workforce

    ● How his team changed the way they track and utilize service data as part of this transformation

    ● Lessons learned, and top tips about what’s working, and what they’d do differently

    ● Lessons learned and top tips for his peers when it comes to deriving quick value from AI solutions for service

    Learn more
  • 2:40 pm - 3:00 pm

    2:40 pm - 3:00 pm

    Ravichandra Kshirsagar, Vice President – Digital Buildings Services, Schneider Electric
    Keith Burnett, UK Digital Service Director, Schneider Electric

    Buildings contribute ~40% of global CO2 emissions and ~35% of energy consumption Few can deny that digitalizing large legacy buildings -- like hospitals, universities, banks and other finance institutions – is necessary on many levels to enhance employee and client comfort and safety, as well as the data it yields to better manage the assets. The challenge, however, is reaping the ROI. Come hear how Schneider Electric is beginning to monetize digital service conversions across its global building asset base. Ravichandra and Keith will share:

    • How the company Is tackling efficiency and sustainability challenges in its buildings, and its vision for its buildings of the future
    • Its Digital offer and services to deliver customer success value
    • ROI-driven services monetization models


    Learn more
  • 3:00 pm - 3:30 pm

    3:00 pm - 3:30 pm

    Chris Bade, VP Field Service & Customer Support, Analogic Corp.
    David Bishop, Director, Service Operations, Johnson Controls
    Alvaro Pombo, CEO and Founder, ProntoForms

    • 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
  • 3:30 pm - 3:30 pm

    3:30 pm - 3:30 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!

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.