The Virtual Summit For Leaders in Customer Success, Service, & Support

December 08 - 09, 2020 | 12:00PM ET | 9:00AM PT

Vision of the Future of Field Service

As our final Virtual Event of the year, we will be laying out a bold vision of the future with TWO days of incredible content - where service & support experts bring you behind the scenes.

December 8 – 9, team up with 15+ speakers from all backgrounds of field service, and get the hard questions answered in real-time with Q+A opportunities.

What you'll learn:

  • How to define a cohesive vision for the organization that moves your employees
  • How to continue to drive profitability through servitization 
  • An in-depth exploration of new financial models
  • And so much more!
Reserve your FREE seat at this virtual event and level up your service playbook in time for 2021.


Our Speakers:

Chris Bade

Chris Bade

VP Field Service & Customer Support, Detection Systems

Analogic

Eric Rivas

Eric Rivas

Director of Service

Cattron

Buddy Saucier

Buddy Saucier

Vice President Service & Security

Johnson Controls

Karin Hamel

Karin Hamel

Vice President, Services – U.S. Digital Buildings

Schneider Electric

Steven Zannos

Steven Zannos

Senior Director, Service Delivery

Electrolux

Dr. Marlene Kolodziej

Dr. Marlene Kolodziej

Vice President, Centralized Services

Ricoh USA, inc.

John Ryan

John Ryan

Director of Customer Support

HORIBA Instruments Incorporated

Chris Westlake

Chris Westlake

Global Process Owner, Service and Repair

Medtronic

Syd Briggs

Syd Briggs

General Manager

Steele-Waseca Cooperative Electric

Patrick Webb

Patrick Webb

Sales Director - Americas

GE Transportation

John Rygg

John Rygg

Technology Strategist, Hololens R&D Product Owner

Kiewit

Agustin Sanjur

Agustin Sanjur

Director, Field Service Operations, Americas,

Tetra Pak

Jason Kuhn

Jason Kuhn

Executive Director of Field Service Management

CSG

Jim Cook

Jim Cook

Oil & Gas Practice Director for Dynamics

HCL-PowerObjects

Bill Kern

Bill Kern

Field Service Practice Director

HCL-PowerObjects

Matthew Panzano

Matthew Panzano

Technical Sales Professional

HCL-PowerObjects

Bob Zeman

Bob Zeman

Field Service Delivery Director

HCL-PowerObjects

The Field Service 2020 Virtual Event Agenda

Tuesday, December 8th, 2020

    Day One: How to Define a Cohesive Vision for the Organization That Moves Your Employees

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm


    Learn more
  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Chris Westlake, Global Process Owner, Service and Repair, Medtronic
    Dr. Marlene Kolodziej, Vice President, Centralized Services, Ricoh USA, inc.

    Within the service organization, change management is a constant occupation. Between talent management challenges related to an aging technician workforce, and the opposite but equally pressing challenges created by technology introduction and the adoption of new tools, leadership is the most applicable asset across the spectrum of challenges today. 

    This panel invites you to join as service leaders discuss the ways in which they have approached leader-led change management initiatives, and how leadership has made a difference in the trajectory of their organizations. 

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

    Bob Zeman, Field Service Delivery Director, HCL-PowerObjects
    Jim Cook, Oil & Gas Practice Director for Dynamics, HCL-PowerObjects
    Bill Kern, Field Service Practice Director, HCL-PowerObjects
    Matthew Panzano, Technical Sales Professional, HCL-PowerObjects

     

    With a new year on the horizon, field service organizations are looking to put the pieces in place for a truly connected field service solution. There are lots of new tech options and buzzwords swirling the industry, but questions remain about how these pieces fit together to make a true digital strategy for your company.


    Join field service experts from HCL-PowerObjects as they answer the most common questions related to a connected field service solution, from technician mobility basics to powerful technology like AI and bots, as well as mixed reality devices.

    Learn more
  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

    Steven Zannos, Senior Director, Service Delivery, Electrolux

    Knowledge capture has taken on a high level of prominence within service circles over the past several years, as an increasing use of contingent labor within many organizations means that training must be delivered efficiently and with the ability to be accessed by both full time and part time members of the technician force. Within this session, we will discuss the ways that organizations are reacting to the need for more readily accessible trainings, as well as how they are developing these using the expertise of their most reliable technicians. 

    Learn more
  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

    Join thought leaders from Helplightning as they chart a course for the future of touchless service environments.

    Learn more
  • 1:55 pm - 2:25 pm

    1:55 pm - 2:25 pm

    Buddy Saucier, Vice President Service & Security, Johnson Controls
    John Ryan, Director of Customer Support, HORIBA Instruments Incorporated
    Agustin Sanjur, Director, Field Service Operations, Americas,, Tetra Pak

    Maintaining technician safety is always a critical concern, and this concern has been magnified over the past year by the challenge of reacting to COVID-19.


    In this session, we will review what we’ve learned over the past year as it relates to the effective management of technician scheduling and deployment, how that may change in the context of contingent technician use, and what we can do going forward in order to continue to learn from our technician forces and prioritize their safety.

    Learn more
  • 2:25 pm - 2:45 pm

    2:25 pm - 2:45 pm

    Jason Kuhn, Executive Director of Field Service Management, CSG

    Driving costs out of field service operations is a perennial goal, but delivering positive customer experience (CX) is another priority teams are being challenged to deliver. And those goals are often viewed as competing – perhaps you’ve heard technicians say delivering a great onsite experience costs more time. So you may be surprised to learn that making CX improvements can also help you manage costs.

     

    Ensuring customer loyalty is what will enable companies to survive – and even thrive – in these uncertain economic times. However, it’s also putting tremendous pressure on organizations to reduce costs. Learn three surprising ways CX improvements which create greater customer loyalty actually go hand-in-hand with your cost savings efforts.

    Learn more
  • 2:45 pm - 3:15 pm

    2:45 pm - 3:15 pm

    Chris Bade, VP Field Service & Customer Support, Detection Systems, Analogic
    Patrick Webb, Sales Director - Americas, GE Transportation

    Customer service is predicated on empowering communication, and taking action within a strategy backed by executive buy-in and ownership. Within this panel, we will discuss how service executives are empowering the customer voice and making steps to lead their teams based on the feedback they are receiving. You’ll come away with insights on how your team can obtain better customer feedback, and then develop that into a solid roadmap for change. 

    Learn more
  • 3:15 pm - 3:35 pm

    3:15 pm - 3:35 pm

  • 3:35 pm - 4:35 pm

    3:35 pm - 4:35 pm

    Jason Kuhn, Executive Director of Field Service Management, CSG


    Learn more

Wednesday, December 9th, 2020

    Day Two: Driving Profitability Through Servitization

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm


    Learn more
  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    John Ryan, Director of Customer Support, HORIBA Instruments Incorporated
    Chris Westlake, Global Process Owner, Service and Repair, Medtronic
    Syd Briggs, General Manager, Steele-Waseca Cooperative Electric

    Disruptive service refers to thinking outside of the box, and then implementing new capabilities beyond what might have been considered possible in the past. It’s become increasingly clear that the norms of an organization need to be consistently challenged, and so called “sacred-cows” must be actively evaluated. Many organizations have done exactly this within the past several months of COVID-19 response. This panel will seek to understand how we can continue to be disruptive, especially in the context of increasing service revenue. 

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm


    Learn more
  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

    Dr. Marlene Kolodziej, Vice President, Centralized Services, Ricoh USA, inc.
    John Rygg, Technology Strategist, Hololens R&D Product Owner, Kiewit

    Augmented Reality has a powerful use-case within the service organization, allowing teams to coordinate on a peer-led level, superimposing critical information on the real-time views of their colleagues on site. Within this session, we’ll discuss how AR can play a role in knowledge management within the organization, based on the successful use-cases of members of our community. 

    Learn more
  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

  • 1:55 pm - 2:25 pm

    1:55 pm - 2:25 pm

    Karin Hamel, Vice President, Services – U.S. Digital Buildings, Schneider Electric

    Understanding the core technologies that will impact service delivery of service in 2021 will allow your organization to better calibrate your service delivery models and the SLAs within them. This panel will serve as a forum to discuss the tools that organizations are most excited to use and develop going into a new year.

    Learn more
  • 2:25 pm - 3:05 pm

    2:25 pm - 3:05 pm

  • 3:05 pm - 3:25 pm

    3:05 pm - 3:25 pm

    Syd Briggs, General Manager, Steele-Waseca Cooperative Electric
    Eric Rivas, Director of Service, Cattron

    Have you written down your service New Year’s resolutions? Get your pen ready for a discussion that will take you beyond the year to come and into the middle of the decade.


    The 2020’s hold significant potential for organizations that are able to take disruption in stride as a launching point to push themselves and challenge their preconceptions.


    We’ll kick-off our session by establishing our panelist’s wish-list of achievements for 2025. We’ll then move into practical tips for strategic planning and change management.


    While it’s impossible to say exactly what the next several years will hold, by the end of our conference you’ll have a solid idea of what your peers are planning for, and how you can apply their strategic thinking to your own most important milestones.

    Learn more
  • 3:25 pm - 3:45 pm

    3:25 pm - 3:45 pm

Word on the Street

The Best in the Industry

“Field Service is the number one conference to learn what’s happening in service today.” 

James Crowl
US Country Service Manager
 ABB



Transforming
Together

“Attending Field Service is critical to any organization looking to transform their field workforce.”

Marc Coleman
Head Of Field Service
MilliporeSigma

Community Unlike
Any Other

“The sense of community you’ll find at Field Service is unlike any other show.”

Brad Meiners
Field Operations Manage
CYMER

Going the 
Extra Mile 

“I’ve gained strategies that have helped us grow, and take us to the next level.”

Shawn Weber
National Service Manager
AMETEK



All of the Major Players in One Place:

Leading Content. Zero Cost. Zero Travel.

Hear Firsthand From Seasoned Innovators, at Zero Cost

Listen to leading experts for an honest, unbiased view of what works now and where the future is headed. Every single session is totally free. This is major value at zero cost.


Get Solutions To Your Most Pressing Problems, Always

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions

Watch From Your Own Home, No OOO Needed

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy all the perks of a live event while saving travel budget and PTO days.


Our Audience Breakdown

Let’s Connect & Create A Custom Experience

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Hi, I'm Pat, the Sponsorship Director for Field Service Virtual Events! 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 practicing field service executives from applicable organizations. 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.