Field Service Medical Virtual Event
The Conference for Leaders in Customer Success, Service & Support
NOW AVAILABLE ON-DEMAND
Bringing Together the Best in Medical Device Customer Success, Service & Support
This May, you’re invited to the Field Service Medical Virtual Event, where we’ll be laying out a bold vision of the future with two days of incredible content.
Team up with speakers from all backgrounds of the medical device industry bringing you behind the scenes on their 2021 strategy, and get the hard questions answered in real-time with Q+A & networking opportunities.
What you'll learn:
- Forward thinking ideas to help you handle the industry during the pandemic
- Strategies to help you get ahead of the curve and handle a changing environment
- Uncover opportunities to save during crisis
- Compare and contrast your strategy with your peers and much more!
Our Speakers
Pamela Goldberg
President and CEO
Medical Device Innovation Consortium
Harold Heald
Associate Vice President of Global Biomolecular Service
Agilent
Candice Pereira
Global Director of Sales and Marketing
Boston Scientific
Roy Dockery
Vice President, Field Operations
Swisslog Healthcare Solutions
Tad Fox
Senior Director of Service Marketing, Customer Loyalty
Accuray
Sarah Nicastro
Founder
Future of Field Service
Greg Burcham
Regional Service Manager
MilliporeSigma
Anthony Moffa
Sr Director ThingWorx Product Management
PTC
Kevin Bowers
Director of Field Service Research
Technology & Services Industry Association (TSIA)
Josh Russell
Group Director Product Management
MIZE
Juan Cruz
Senior Manager – National Field Services
Fresenius Medical Care
Michele Merritt
Professional Services Consultant Manager
Philips Healthcare
Rodney Holmes
Smart Connected MedTech Lead
Kalypso
Bryan Ross
Solutions Architect
Kalypso
Venkat Gopikanth
Senior Manager Digital Solutions
Kalypso
Neil Doherty
Director of Sales
OverIT
Chris Dean
Sr. Director, Center of Excellence
Natus Medical Inc.
Teresa (TJ) Johnson
Senior VP Customer Success
Vyaire Medical
Ton Luu
Manager, Service Business Development
Johnson & Johnson Surgical Vision, Inc.
Shannon Gronemeyer
Vice President of IT & Operations
Service800
Shawn LaRocco
VP of Strategy & Business Development - Medical Device
ServiceMax
Marty Gowling
VP Operations
ProntoForms
Russell Girton
Director of Maintenance Services and Technical Innovation
Philips Healthcare
Anna Thanopoulou
Associate Partner
McKinsey & Co.
Dave Hadfield
Life Sciences Practice Director
Kalypso
Sarah Wright
Senior Director, Americas Customer Experience
ResMed Corporation
Deniz Mullis
Director of Global Services
Haemonetics
The Field Service Medical Agenda
All Sessions listed in Eastern Time (ET)
Day 1: May 4
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12:00 pm - 12:40 pm
12:00 pm - 12:40 pm
Roundtable: Boosting business performance in medtech services
Anna Thanopoulou, Associate Partner, McKinsey & Co.
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12:00 pm - 12:40 pm
12:00 pm - 12:40 pm
Roundtable: Outcomes-Based Service is More than Uptime -- Is Your View of “Outcomes” Limiting Your Service Success?
Sarah Nicastro, Founder, Future of Field Service
Learn moreAs you’re looking to develop new service offerings, don’t sell yourself short in your potential to grow service revenue by thinking that “outcomes” is synonymous with “uptime”. The healthcare providers you serve do want guaranteed uptime of their critical assets, but they also increasingly need insights into how to optimize their operations. Join us to discuss best practices for expanding your portfolio to focus on outcomes and XaaS offerings
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12:40 pm - 12:45 pm
12:40 pm - 12:45 pm
Opening Remarks
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12:45 pm - 12:55 pm
12:45 pm - 12:55 pm
Chairperson Remarks
Neil Doherty, Director of Sales, OverIT
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12:55 pm - 1:15 pm
12:55 pm - 1:15 pm
Lessons Learned - Pandemic and Beyond
Juan Cruz, Senior Manager – National Field Services, Fresenius Medical Care
Kevin Bowers, Director of Field Service Research, Technology & Services Industry Association (TSIA)
Roy Dockery, Vice President, Field Operations, Swisslog Healthcare SolutionsLearn moreOpening the program, is this keynote that will take us through the past year, and how did it effect the industry as a whole.
Diving into operating in an unprecedented environment under growing restrictions and increasing demand
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1:15 pm - 1:45 pm
1:15 pm - 1:45 pm
Panel: Actions Speak Louder than Words (or Numbers): Customer Feedback that Drives Service Improvement
Chris Dean, Sr. Director, Center of Excellence, Natus Medical Inc.
Teresa (TJ) Johnson, Senior VP Customer Success, Vyaire Medical
Ton Luu, Manager, Service Business Development, Johnson & Johnson Surgical Vision, Inc.
Shannon Gronemeyer, Vice President of IT & Operations, Service800 -
1:45 pm - 2:05 pm
1:45 pm - 2:05 pm
Keynote: 4 Ways Your Service Data Can Deliver New Value to You and Your Customers
Shawn LaRocco, VP of Strategy & Business Development - Medical Device, ServiceMax
Learn moreAttend any field service event or discussion, and many of the topics tend to gravitate towards the productivity savings of mobile apps, scheduling/routing, or AR & VR. “Fix it faster” is great, and the productivity savings of FSM apps for medical device manufacturers can be significant. But are they the most important impact on your business? Are they a must for improving customer experience for your most important customers? The answer may be no. While nice for YOUR bottom line, productivity improvements alone will not improve customer loyalty or experience. So what does move the needle for both your business goals and your customer’s needs? At ServiceMax, we believe it’s the ability to take control of your service data, surface it and use it. Use it uncover new revenue opportunities, better manage your customer experience, and share it with customers so that they can see the value of the service you provide. Join ServiceMax VP of Strategy – Medical Device (and former Field Service leader at Alcon and GE Healthcare), Shawn LaRocco, as he explores a number of ways to utilize your service data to ensure:
- You understand your cost to serve, and which customers are your most profitable
- Your customers are engaged, and have access to data on their assets
- You manage unexpected events like recalls and field change orders as an opportunity to improve your customer relationships, not just as damage control
- Everyone in the process (from support to techs to customers) has access to the same answers regarding entitlements and contracts, protecting your business from revenue leakage and preventing billing “surprises” that turn satisfied customers into disgruntled customers
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2:05 pm - 2:45 pm
2:05 pm - 2:45 pm
Networking Break
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2:45 pm - 3:05 pm
2:45 pm - 3:05 pm
Keynote: How is your service business really performing and are you ready for the future?
Anna Thanopoulou, Associate Partner, McKinsey & Co.
Learn moreThe services world is changing fast and most organizations push for yearly improvements on top and bottom line. But how do you know how your business is truly performing? What would be the key questions to ask yourself and cutting edge measures to take to jumpstart a step-change in performance?
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3:05 pm - 3:25 pm
3:05 pm - 3:25 pm
Compliance is Key: How Philips Uses Low-Code Apps to Meet Ever-Changing Regulations
Russell Girton, Director of Maintenance Services and Technical Innovation, Philips Healthcare
Marty Gowling, VP Operations, ProntoFormsLearn moreAcing compliance and meeting complex, ever-changing regulations can feel like a moving target for most medical device manufacturing organizations. At Phillips Healthcare, low-code apps are part of their solution for ensuring technicians automatically complete work in-compliance and that potential audits are painless.
Curious how they do it? Join Russell Girton, Director Maintenance Services and Technical Innovation at Philips and Marty Gowling, VP of Customer Success at ProntoForms as they dive deep into exactly how Philips uses ProntoForms to service some of the most stringently regulated assets on the planet.
Key Learnings:
- How low-code apps have prepared Philips Healthcare to meet its compliancy objectives.
- The importance Philips Healthcare places on responding quickly to updates from field technicians.
- How Philips Healthcare achieves compliant and auditable data while servicing complex medical assets.
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3:25 pm - 3:35 pm
3:25 pm - 3:35 pm
Networking Break
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3:35 pm - 4:05 pm
3:35 pm - 4:05 pm
How to exceed customer satisfaction and provide effective and timely field service support during challenging and unforeseen times
Harold Heald, Associate Vice President of Global Biomolecular Service, Agilent
Learn moreProviding notable customer service during regular times is no easy task, let alone during a global pandemic with constantly changing regulations and requirements. But this task seems to come naturally to Agilent Technologies Inc., who just posted the biggest increase of any company in the latest Management Top 250 ranking in its score for customer satisfaction.
Join Harold Heald, Agilent’s AVP, Global Biomolecular Service, to learn about the efforts and the methods behind their success.
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4:05 pm - 4:25 pm
4:05 pm - 4:25 pm
Keynote: Optimizing Service with Digital at Enterprise Scale
Rodney Holmes, Smart Connected MedTech Lead, Kalypso
Venkat Gopikanth, Senior Manager Digital Solutions, Kalypso
Bryan Ross, Solutions Architect, KalypsoLearn moreToday, most medical device manufacturers provide some level of proactive monitoring and remote service for their devices. As technologies evolve and continue to push boundaries, companies at the head of the pack are increasingly converging connected products and systems with advanced analytics and extended reality (XR) to further empower proactive, preventative remote service and customer self-service. While there’s proven value in incremental cost reductions and increased customer satisfaction, in many cases it’s only captured in isolated pockets within field service organizations. In this session, you’ll see practical XR use cases and learn how to escape proof of concept purgatory and scale your solutions across the enterprise.
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4:25 pm - 4:25 pm
4:25 pm - 4:25 pm
End of Day 1
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4:25 pm - 6:10 pm
4:25 pm - 6:10 pm
Private Beer Tasting - By Invitation
Morning Roundtables
Main Day 1
Day 2: May 5
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12:00 pm - 12:40 pm
12:00 pm - 12:40 pm
Roundtable: Predictable Service Revenue with Proactive Maintenance
Shawn LaRocco, VP of Strategy & Business Development - Medical Device, ServiceMax
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12:00 pm - 12:40 pm
12:00 pm - 12:40 pm
Roundtable: Changing the Service Paradigm, One Connection at a Time
Anthony Moffa, Sr Director ThingWorx Product Management, PTC
Learn moreWe commonly think of service as the process that kicks in after there is a problem. It’s a traditional consumer mindset, we purchase something with the intent that it works so on the odd occasion that it doesn’t, we get it serviced. Commercial applications are far more demanding, so service now becomes something of an insurance policy – a guaranteed response time, spare part availability with some preventative maintenance sprinkled in so we don’t lose business continuity. While this is an effective tactic, it’s evolutionary not transformative. Today, visionary organizations are transforming their service operations, turning them from cost centers to profit centers and using their data from connected assets to design new products and features. The Internet of Things is more than remote service, it’s also about giving your equipment a voice and the audiences to hear it. You will capture use cases, error codes, operating data, availability information and a host of additional content in volume at every phase of the product lifecycle. That data can change your service delivery model, your support structure, your service parts inventory and your future designs. What are you waiting for? Start redefining your service offering, one connection at a time.
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12:40 pm - 12:45 pm
12:40 pm - 12:45 pm
Opening Remarks
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12:45 pm - 12:55 pm
12:45 pm - 12:55 pm
Chairperson Remarks
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12:55 pm - 1:25 pm
12:55 pm - 1:25 pm
Workshop: The Service Sales & Marketing - Fueling Our Business Growth
Candice Pereira, Global Director of Sales and Marketing, Boston Scientific
Tad Fox, Senior Director of Service Marketing, Customer Loyalty, AccurayLearn moreLed by Candice Pereira, Global Director Of Sales and Marketing, Boston Scientific
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1:25 pm - 1:45 pm
1:25 pm - 1:45 pm
Keynote: How Haemonetics Drives Service Transformation with AI
Deniz Mullis, Director of Global Services, Haemonetics
Learn moreDeniz Mullis, Director of Global Services at Haemonetics will discuss how the team adopted AI solutions as part of their service transformation. Mullis will explain how a combination of technology, people, and best practices enabled Haemonetics to scale service and improve quality by turning their Hotline Agents into expert problem solvers.
Learn how they accomplished this and more (in a matter of weeks) with the help of AI built specifically for service organizations. She discusses how the team:
- Improved the employee experience, turning even recent hires into expert problem-solvers
- Reduced repeat visits
- Reduced spare parts costs
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1:45 pm - 2:05 pm
1:45 pm - 2:05 pm
Networking Break
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2:05 pm - 2:35 pm
2:05 pm - 2:35 pm
Thank you, NEXT! - The Med Tech incubator
Pamela Goldberg, President and CEO, Medical Device Innovation Consortium
Learn moreBrining leading Med Tech companies and innovators to share the next big thing.
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2:35 pm - 3:05 pm
2:35 pm - 3:05 pm
Panel: Measuring Customer Success and KPIs
Greg Burcham, Regional Service Manager, MilliporeSigma
Learn moreAre you interested to know how other medical device companies are tracking their customer programs success? Are you confident that you are tracking the right customer success KPIs and you have a clear picture of your clients’ challenges and your product deliverables on their needs?
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3:00 pm - 3:15 pm
3:00 pm - 3:15 pm
Managing cyber security and data protection
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3:15 pm - 3:35 pm
3:15 pm - 3:35 pm
Keynote: The Journey to transform and unify access to service information globally
Josh Russell, Group Director Product Management, MIZE
Michele Merritt, Professional Services Consultant Manager, Philips Healthcare -
3:35 pm - 3:50 pm
3:35 pm - 3:50 pm
Networking Break
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3:45 pm - 4:15 pm
3:45 pm - 4:15 pm
Panel: Leveraging IoT and Connected Devices to Improve Service Performance and Customer Outcomes
Dave Hadfield, Life Sciences Practice Director, Kalypso
Rodney Holmes, Smart Connected MedTech Lead, Kalypso
Sarah Wright, Senior Director, Americas Customer Experience, ResMed Corporation
Anthony Moffa, Sr Director ThingWorx Product Management, PTCLearn moreIoT data from connected products allows service organizations to provide better service (moving from reactive to proactive or predictive service). Augmented Reality and Virtual Reality fall into this discussion as the technologies become streamlined and adopted by the industry
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4:15 pm - 4:20 pm
4:15 pm - 4:20 pm
Closing Remarks
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4:20 pm - 5:20 pm
4:20 pm - 5:20 pm
Cinco de Mayo Party
Morning Roundtables
Main Day 2
Word on the Street
Specificity
Christoph Wantuch
Senior Manager, Service
illumina
Great Forum
Hillary Medina
Senior Director of Recall
Novastyle Health
Well Worth It!
Brian Blanchard
Director Service
AGFA
Bringing Together The Best in Med-Tech
Let’s Connect & Create A Custom Experience
In Partnership With:
How Our Virtual Events Work
*PLEASE NOTE: This event is exclusively for field service 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.
