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!
Reserve your FREE seat at this virtual event and walk away with hundreds of tactics that will revolutionize your service, support and customer care operation. Field Service Medical is the only interactive, peer-led conference for senior service and support leaders in the medical device industry. Since 2012, we’ve helped thousands of service leaders navigate the ever-changing regulatory environment, medical device connectivity, and training the next generation of field service technicians.

Our Speakers

Pamela Goldberg

Pamela Goldberg

President and CEO

Medical Device Innovation Consortium

Harold Heald

Harold Heald

Associate Vice President of Global Biomolecular Service

Agilent

Candice Pereira

Candice Pereira

Global Director of Sales and Marketing

Boston Scientific

Roy Dockery

Roy Dockery

Vice President, Field Operations

Swisslog Healthcare Solutions

Tad Fox

Tad Fox

Senior Director of Service Marketing, Customer Loyalty

Accuray

Sarah Nicastro

Sarah Nicastro

Founder

Future of Field Service

Greg Burcham

Greg Burcham

Regional Service Manager

MilliporeSigma

Anthony Moffa

Anthony Moffa

Sr Director ThingWorx Product Management

PTC

Kevin Bowers

Kevin Bowers

Director of Field Service Research

Technology & Services Industry Association (TSIA)

Josh Russell

Josh Russell

Group Director Product Management

MIZE

Juan Cruz

Juan Cruz

Senior Manager – National Field Services

Fresenius Medical Care

Michele Merritt

Michele Merritt

Professional Services Consultant Manager

Philips Healthcare

Rodney Holmes

Rodney Holmes

Smart Connected MedTech Lead

Kalypso

Bryan Ross

Bryan Ross

Solutions Architect

Kalypso

Venkat Gopikanth

Venkat Gopikanth

Senior Manager Digital Solutions

Kalypso

Neil Doherty

Neil Doherty

Director of Sales

OverIT

Chris Dean

Chris Dean

Sr. Director, Center of Excellence

Natus Medical Inc.

Teresa (TJ) Johnson

Teresa (TJ) Johnson

Senior VP Customer Success

Vyaire Medical

Ton Luu

Ton Luu

Manager, Service Business Development

Johnson & Johnson Surgical Vision, Inc.

Shannon Gronemeyer

Shannon Gronemeyer

Vice President of IT & Operations

Service800

Shawn LaRocco

Shawn LaRocco

VP of Strategy & Business Development - Medical Device

ServiceMax

Marty Gowling

Marty Gowling

VP Operations

ProntoForms

Russell Girton

Russell Girton

Director of Maintenance Services and Technical Innovation

Philips Healthcare

Anna Thanopoulou

Anna Thanopoulou

Associate Partner

McKinsey & Co.

Dave Hadfield

Dave Hadfield

Life Sciences Practice Director

Kalypso

Sarah Wright

Sarah Wright

Senior Director, Americas Customer Experience

ResMed Corporation

Deniz Mullis

Deniz Mullis

Director of Global Services

Haemonetics

The Field Service Medical Agenda

All Sessions listed in Eastern Time (ET)

    Morning Roundtables

  • 12:00 pm - 12:40 pm

    12:00 pm - 12:40 pm

    Anna Thanopoulou, Associate Partner, McKinsey & Co.

  • 12:00 pm - 12:40 pm

    12:00 pm - 12:40 pm

    Sarah Nicastro, Founder, Future of Field Service

    As 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

    Learn more
  • Main Day 1

  • 12:40 pm - 12:45 pm

    12:40 pm - 12:45 pm

  • 12:45 pm - 12:55 pm

    12:45 pm - 12:55 pm

    Neil Doherty, Director of Sales, OverIT

  • 12:55 pm - 1:15 pm

    12:55 pm - 1:15 pm

    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 Solutions

    Opening 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

    Learn more
  • 1:15 pm - 1:45 pm

    1:15 pm - 1:45 pm

    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

    Shawn LaRocco, VP of Strategy & Business Development - Medical Device, ServiceMax

    Attend 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 


    Learn more
  • 2:05 pm - 2:45 pm

    2:05 pm - 2:45 pm

  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

    Anna Thanopoulou, Associate Partner, McKinsey & Co.

    The 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? 

    Learn more
  • 3:05 pm - 3:25 pm

    3:05 pm - 3:25 pm

    Russell Girton, Director of Maintenance Services and Technical Innovation, Philips Healthcare
    Marty Gowling, VP Operations, ProntoForms

    Acing 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.
    Learn more
  • 3:25 pm - 3:35 pm

    3:25 pm - 3:35 pm

  • 3:35 pm - 4:05 pm

    3:35 pm - 4:05 pm

    Harold Heald, Associate Vice President of Global Biomolecular Service, Agilent

    Providing 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.

    Learn more
  • 4:05 pm - 4:25 pm

    4:05 pm - 4:25 pm

    Rodney Holmes, Smart Connected MedTech Lead, Kalypso
    Venkat Gopikanth, Senior Manager Digital Solutions, Kalypso
    Bryan Ross, Solutions Architect, Kalypso

    Today, 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.

    Learn more
  • 4:25 pm - 4:25 pm

    4:25 pm - 4:25 pm

  • 4:25 pm - 6:10 pm

    4:25 pm - 6:10 pm

    Morning Roundtables

  • 12:00 pm - 12:40 pm

    12:00 pm - 12:40 pm

    Shawn LaRocco, VP of Strategy & Business Development - Medical Device, ServiceMax

  • 12:00 pm - 12:40 pm

    12:00 pm - 12:40 pm

    Anthony Moffa, Sr Director ThingWorx Product Management, PTC

    We 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.

    Learn more
  • Main Day 2

  • 12:40 pm - 12:45 pm

    12:40 pm - 12:45 pm

  • 12:45 pm - 12:55 pm

    12:45 pm - 12:55 pm

  • 12:55 pm - 1:25 pm

    12:55 pm - 1:25 pm

    Candice Pereira, Global Director of Sales and Marketing, Boston Scientific
    Tad Fox, Senior Director of Service Marketing, Customer Loyalty, Accuray


    Led by Candice Pereira, Global Director Of Sales and Marketing, Boston Scientific

    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Deniz Mullis, Director of Global Services, Haemonetics

    Deniz 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
    Learn more
  • 1:45 pm - 2:05 pm

    1:45 pm - 2:05 pm

  • 2:05 pm - 2:35 pm

    2:05 pm - 2:35 pm

    Pamela Goldberg, President and CEO, Medical Device Innovation Consortium

    Brining leading Med Tech companies and innovators to share the next big thing.

    Learn more
  • 2:35 pm - 3:05 pm

    2:35 pm - 3:05 pm

    Greg Burcham, Regional Service Manager, MilliporeSigma

    Are 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?

    Learn more
  • 3:00 pm - 3:15 pm

    3:00 pm - 3:15 pm

  • 3:15 pm - 3:35 pm

    3:15 pm - 3:35 pm

    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

  • 3:45 pm - 4:15 pm

    3:45 pm - 4:15 pm

    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, PTC

    IoT 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

    Learn more
  • 4:15 pm - 4:20 pm

    4:15 pm - 4:20 pm

  • 4:20 pm - 5:20 pm

    4:20 pm - 5:20 pm

Word on the Street

Specificity


“Other conferences are too broad and not relevant to what we do. I love the specificity of Field Service Medical.”

Christoph Wantuch
Senior Manager, Service

illumina

Great Forum


A great forum for service leaders to discuss industry trends, challenges, and strategies in the med-tech industry. This conference continues to improve!”

Hillary Medina
Senior Director of Recall

Novastyle Health

Well Worth It!


“Interactive case studies and roundtable discussions with medical device practitioners. HCPs, regulators, and innovators are truly unique and much more effective than any other service conference or trade show!”

Brian Blanchard
Director Service

AGFA

Bringing Together The Best in Med-Tech​​​​


 

Let’s Connect & Create A Custom Experience

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Hi, I'm Alex, the Sponsorship Director for Field Service Medical 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!

*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.