Rick Brandl is the Senior Director of Service Operations for Medtronic Surgical Technologies, a division of Medtronic.

Rick is responsible for global field and factory service, technical service, contact centers and the service program management office.  In addition to his day job, he oversees the Service Operations Council for all of Medtronic with the goal of improving service across the newly integrated Medtronic and Covidien teams.  Over his career, Rick has worked in most business functions directly and enjoys taking a broad multi-functional view of issues and bringing a global mindset to service.  He has a passion for continuous improvement and in getting projects across the finish line.

Prior to joining Medtronic, he spent 19 years at Datex-Ohmeda/GE Healthcare in the USA and Finland in a variety of positions focused on anesthesia machines and patient monitoring. 

His current focus is to further the Medtronic Mission of alleviating pain, restoring health and extending life by improving customer satisfaction, growing the Medtronic service business and developing the next generation of service leaders. 
            

Director of U.S. Field Service Operations for a leading medical diagnostic company, bioMérieux.  With his undergrad in engineering / business, he completed his MBA at Webster University.  Ed is a standout leader that has directed high performing teams built for achievement and agility, while guiding an industry recognized customer support operation.  With greater than 20 years of experience in the global medical diagnostic service industry, Ed is passionate about his work and contribution toward improve healthcare in America.  On a personal level, Ed sits on the board for the Boys & Girls Club and active within his community speaking at high schools about many topics, including careers in healthcare.

20 years’ experience in finance, business development and operations – primarily in the medical device industry with >10 years supporting/leading service operations at Hill-Rom. Recently transitioned into Vice President of US Service Process and Operations at Hill-Rom.  Previously held roles of increasing responsibility at Hill-Rom in finance and operations, including VP Finance North America and played an integral role on several business development initiatives.  Each job rotation has focused on roles supporting/leading business units and/or service, commercial or supply chain operations.  Holds a bachelor’s of science degree in accounting and an MBA from Indiana University.

+18 years’ experience in accounting and finance in various industries with +10 years supporting Service at Hill-Rom. Recently transitioned into sales as Services Sales Director, SmartCare™ Service. Has held roles of increasing responsibility at Hill-Rom in Finance and Accounting. Held various positions in automotive at Visteon Systems. Earlier in her career, she worked in public accounting and managed mortgage and consumer lending in the banking industry. Her bachelors of science degree in accounting is from Ball State University. She has been an active CPA since 2004 and in 2014, received her executive MBA from Xavier University.

Successful leader in the medical device and biotech industry who possesses a unique blend of senior management experience across a broad spectrum of departmental responsibilities.Specialties: Customer Experience Management, Field Service & Customer Support, Marketing & Sales Strategy, Product Management, Process Improvement, QSR & FDA regulations

Christian Eras is Vice President Global Service and member of the Executive Board of Ziehm Imaging GmbH, a medical technology company for mobile c-arms located in Nuremberg, Germany. In this role he is responsible for creating and driving the global service strategy as well as operating the areas of global supply, field service, customer support and customer service.

Richard Grau is currently the Director of Instrumentation Services (Starguard) for Neuronetics Inc. He has over thirty years of experience as a medical instrumentation service leader with extensive work in international operations, manufacturing, marketing and biotechnology. Richard has also held management positions with J&J and Becton Dickinson and started up four Field Service organizations with Depot Repair and Third Level Support responsibilities. Richard served on the Board of Directors and as Regional Vice President for Association for Services Management International.

Richard has a MBA from the University of Central Oklahoma and under graduate degrees in Biomedical Electronics and Industrial Arts. He resides in Edmond, OK with his wife, Becky.

Over 25 years’ experience with leading global service teams in biotechnology, pharmaceutical and semiconductor industries. Can motivate stake holders to develop solutions that meet corporate goals, lead courageously and willing to raise questions that challenge current processes in order to measure and improve them for better overall customer satisfaction.

Worked with cross-business teams to ensure 'total value proposition' is delivered to customers, evaluate and implement processes to enhance global customer service capability, and service process efficiency.

Defined KPIs (Key Performance Indicators) to measure service organization’s effectiveness in supporting business objectives and revenue growth. Developed customer centric service management and service delivery processes and implemented them on multiple software platforms. Led cross functional teams for complaints escalations and resolution in a consistent, predictable timely manner to resolve customer issues.

Responsible to drive and support U.S. market Service revenue growth; manage cost and evolve customer-focused solutions.

Responsible for developing and ensuring the delivery of strategic service imperatives for In Vitro Division Service in the North American market, including:
- Cost controlling
- Contract Capture/Retention
- Service Marketing
- Service Solutions Development

Director of Customer Service for the Core Laboratory business unit of the Diagnostics Division of Abbott Laboratories. My organization delivers products and services to all segments of the healthcare community. Our focus is the large Healthcare providers, our product scope covers all areas of Clinical Laboratory as well as automation and software. Before leading a large field force my focus was on building an automation and informatics organization and business development activities focused on developing business to business partnerships. I lead as a district manager and various technical specialty positions as well as training manager.

Mark Kazemi is the Associate Director of Americas Field Service at Affymetrix, heading both North and South America’s Service teams. Affymetrix provides life science and molecular diagnostic products that enable customers to perform genetic research and diagnostic testing. Mark’s team supports customers in the Academic, Clinical, Biotech, and Pharmaceutical industries. Mark has over 15 years of experience as both a field engineer and leader of the team. He holds a Bachelor’s of Science degree from Boston University and a Master’s of Science Degree from Worcester Polytechnic Institute in Biomedical Engineering.

Tim Huston is a senior executive with proven success in marketing, sales operations, field service & support, finance and business development encompassing medical device, diagnostic and pharmaceutical products.  He is currently an Area Support Director for Roche Diagnostics where he has held different leadership positions over the past 11 years.  As Marketing Director at Roche, Tim successfully led the strategy development and execution for the Physicians Office Lab business unit resulting in market share increases every year. Prior to Roche, Tim held many leadership positions at Baxter Healthcare with his last role being Vice President of Sales Operations and Finance for the Renal Division.  Tim has a BA in Mathematics and Economics from DePauw University and an MBA from Northwestern University’s Kellogg Graduate School of Management in Marketing and Management & Strategy. 

Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and neuroscience.  Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.

Carrie Hahn has over 12 years of professional experience in highly regulated industries and is currently Global Services Program Manager II for Medtronic. She received her B.S. and M.S degrees in Mechanical Engineering from Southern Illinois University at Carbondale and her MBA from Southern Methodist University. Her career began as an airframe structural analyst at Lockheed Martin Aeronautics. Since joining Medtronic in early 2009, she has held numerous project and program management positions across multiple business units but now focuses on Service. Project experience includes new program launches, system implementations, due diligence efforts through acquisition and integration, strategic alignments, process improvements, governance models and new product development.

José has been working for the last 15 years at different Medical Companies specifically, at Medical Technical Service areas in different positions. He is currently the Med Technical Service Manager for Carl Zeiss in Mexico and Central America whose principal objective is the improvement of Customer Satisfaction but seeing it as a Service Experience for Customers. He is also responsible of soft skills training for engineers from Med, IMT and Micro areas in Carl Zeiss Mexico and Carl Zeiss Iberia (Spain). José has a Biomedical Engineering degree and a Master in Person-Centered Approach both obtained at Iberoamerican University (Universidad Iberoamericana) in Mexico City. Currently He is studying a PHD in Person-Centered Approach. He also has some certifications related with group facilitation, parents facilitation, effective presentations, and processes. He was speaker at Biomedical Engineering Congress at Instituto Politécnico Nacional in 2013.

The greatest accomplishments of Kevin LaChapelle are written in the lives of those whom he has mentored through the years. YouTube videos abound with stories of his mentees, who were down on their luck before having the good fortune of meeting Kevin, imparting wisdom gained from a diverse background that has included experience as a police officer, an author, an educator, healthcare administrator and, most especially and proudly, PowerMentor. His mentees have risen to leadership roles, many going from high school dropouts to lawyers, teachers, executives, and law enforcement officers. Author of Overcoming Adversity: A Prosecutor And A Defense Attorney’s Inspiring Journey From At-Risk Inner City Youths To The Halls Of Justice And How The Former Cop Who Started It All Was Forever Changed! (2015), PowerMentor: The Art of Mentoring (2008) and Please God, Don’t Let My Badge Tarnish (2006), Kevin holds a Doctorate of Education in Leadership, a Masters in Public Administration, and Bachelors in Business Management. Kevin LaChapelle is exceptionally skilled at mentoring Generation Y leaders and staff. Kevin is both a transformational and situational leader accomplished in developing high performing teams, and exceptional leaders.

In collaboration with the Chief Experience Officer, my current position at Sharp is accountable to lead and manage the system-wide strategic initiatives to insure the integrity of the Sharp HealthCare brand experience. The position is accountable for the development and execution of core curriculum for The Sharp University developing leaders, physicians and providing engagement and tools to ensure the achievement of organizational goals and vision achievement. This position provides oversight of the voice of the customer through a variety of measurement tools to insure organizational alignment of the brand promise and the brand experience.

Since 2010, Rich Hunt has served as the U.S. Service Manager for Sebia, overseeing field service, instrument support and customer solutions. Sebia is the world market leader in clinical electrophoresis. For more than twenty years Rich has held leadership positions in clinical diagnostic, biotech, and pharma support organizations. He is particularly focused on the Balanced Scorecard management concept, linking actionable KPIs with business success and organizational goals. Rich earned an undergraduate degree from Embry-Riddle and an MBA from Nichols College.

Abel has been with FujiFilm SonoSite for over 9 years and his current responsibilities are Technical Support, Repair Operations, Service Logistics, Service Engineering, Field Service and Global Service for Direct and Distributors service channels. Before FF SS Abel spent 13 years working for Philips Medical Systems in the area of Service for the Ultrasound Division.

Responsible for improving the profitability of the Service Operations by integrating 3rd party repair operations within the organization, establishing repair centers in Direct operations and a centralized Repair Center for Europe in Amsterdam.

Electronic Engineer by formation learned the physics principles of Ultrasound while working on the maintenance of Sonar Systems for Submarines.

Gene Dantsker is Director of Business Development at Qualcomm Life. Prior to this role, Dr. Dantsker worked across the spectrum of sensor, therapy and diagnostic technology solutions with broad experience in semiconductor, medical and biotech businesses. Dr. Dantsker was Senior Technical Staff Member at TRW, Inc., Space and Electronics Division where he was responsible for design, fabrication, and integration of microelectronics for space/satellite applications. Subsequently he co-founded Nanostream, Inc., a biotech company and provider of high-throughput bio-analytical instruments to companies involved in drug discovery and development. As VP of Technology, Gene was co-inventor and developer of Nanostream’s core technologies based on polymer MEMS microfluidics and converted them into commercial products purchased by leading pharmaceutical companies. Gene then served as CEO and CTO of Adnavance Technologies, Inc., a provider of ultra-sensitive medical diagnostic products, operating out of the US and Canada. Gene also served on the Board of Directors of D-Wave Systems, a pioneer in Quantum Computing, with leading Silicon Valley VCs, as well as heavily consulted the company in business development, general and IP strategy, growth strategy and operational infrastructure. Gene subsequently provided business development support for the US branch of Nitto Denko, a leading supplier of diversified polymer-film products based in Osaka, Japan. He holds B.S. degrees in Physics and Mathematics from the University of Maryland, M.A. and Ph.D. in Physics from the University of California at Berkeley, and an MBA from San Diego State University, where he was class valedictorian. He is an inventor on over 25 patents.

Chris Jock is currently VP, Global Managed Solutions BPO Business Unit Head at KellyOCG. He works with his STEM (Science, Technology, Engineering and Math) & PASM (Professional Admin, Supply Chain and Manufacturing) Domain SME leaders to assist companies with the operational management & improvement of their core and non-core functions, ensuring and increasing efficiency, productivity and quality while generating value back to all stakeholders. He is responsible for strategy, brand relationship management and business development support worldwide. Chris has worked, managed and led organizations and business units in academic research, military defense industry, environmental testing and compliance field, and HR Staffing. He has over 30 years of business experience of which over 25 years has been in progressively increasing management and executive leadership roles. He has spoken and lectured on a wide range of topics from the highly technical fields to practical business execution and management. He earned his B.Sc. and M.Sc. in Chemistry from the University of Utah. He has an Executive Management certificate from the University of Michigan, Ann Arbor, Ross School of Business.

Since 2010, Tim Gleeson has served as CEO of Novasyte LLC. Novasyte, voted one of the fastest growing private companies in the US, partners with Medical Device and Diagnostic companies to deliver outsourced solutions to address unique market challenges.

Novasyte's Regulatory Response business consists of notifications, call center solutions, field based teams, collections & returns, warehousing and deep data analytics.

Prior to co-founding Novasyte, Mr. Gleeson served as an executive manager with Covidien, a global healthcare products leader focused on helping medical professionals perform lifesaving work.

Michael joined the PTC Service Lifecycle Management (SLM) business segment in October 2012 through the acquisition of Servigistics and previously joined Servigistics through the Click Commerce acquisition in 2009. While at Servigistics and Click Commerce, Michael was a Client Manager and the Director of Engineering where he led the Service Logistics Division which provided solutions to address service network logistics, warehouse management, and reverse logistics. Michael has earned a Bachelor of Science in Computer Science from North Carolina State University in 1989.

Bhaskar is an expert at growing and managing complex, global supply chain solution organizations. He joined OnProcess when the company acquired BNKe, where Bhaskar was CEO. Bhaskar has more than 15 years of experience in management consulting, IT and outsourcing industries, leading strategic direction, business development and delivery management. Earlier in his career, Bhaskar held senior positions with PricewaterhouseCoopers, United Parcel Service, GE and Genpact. He has an Electronics Engineering degree from Jadavpur University, Calcutta and a Post Graduate in Management from Indian Institute of Management, Bangalore.

Tom Bowe is the Industry Director for Enterprise Service Management at IFS. Tom has an extensive background in service management. Most recently he headed up the Research and Development of the IFS Field Service Management solution as VP of R&D. Prior to joining IFS, he worked at Oracle/Siebel, and additionally has over ten years of service experience from GE Healthcare. Tom holds a Bachelor in Electrical Engineering degree from Marquette University and an MBA from Northwestern Kellogg School of Management.

I have been working in the software industry for more than 20 years, and every day I enjoy discovering something new, whether it’s a new cutting-edge technology or even a new challenge one of my customers may be facing in their business. I use my experience in this dynamic industry as an opportunity to stay closely connected with my customers so I can better understand their business, identify their unique needs and offer solutions to help them achieve or exceed their growth and profit objectives.

I am passionate about spending time with people and believe creating and maintaining strong, long-term relationships enables mutual trust and respect. I find my background in finance and accounting brings added value because I’m able to understand and identify with my customers in all areas of finance, operations and technology.

Specialties: Enterprise Software Technology Sales, Field Service Management, Mobility Solutions, ERP, HRMS, EAM, Oracle, SAP and Microsoft Dynamics Solutions and Public Sector Solutions

Industry expertise: Financial Banking, Public Sector ERP and Work & Asset Management solutions, mechanicals, specialty trades, construction, energy, fire and security, facilities management and maintenance
 

John Danese has built his reputation as a global pharmaceutical manufacturing and supply chain expert, bringing new capabilities and products to market to address industry-specific needs. A good communicator, John is intrinsically helpful and motivates people to work together efficiently and effectively as a team. His domain knowledge and comprehensive understanding of the Life Sciences industry across technologies and business processes help him in smoothly handling complex customer projects.

Carter Gentry is a recognized leader in developing and executing strategies that help B2B businesses grow and retain revenue from their existing customers. In his current role at ServiceSource, he is the practice leader for Healthcare and Hardware business units in the Global Nashville Sales Center. With over 15 years of experience in sales, account management, business development and marketing, Carter’s leadership at ServiceSource includes managing internal delivery teams as well as customer relationships. Prior to his promotion to his current role, he oversaw Selling Services at ServiceSource, growth strategies for the entire partner base at eSecuritel, and strategic partner relationships at Nexidia. He started his career in marketing honing his skills at multiple companies. Carter holds a MBA in Marketing from the University of Tennessee and a BA in Liberal Arts from Denison University.

As a senior solution marketing manager, Pete Geoly is responsible for leading the ServiceSource vertical marketing strategy and positioning, website content and customer case studies. As a champion for helping businesses understand and improve customer retention and revenue growth, he is an active participant in revenue lifecycle management communities including events, blogs and social media.

Prior to joining ServiceSource, Geoly served as the interactive director and director of product marketing at Ping Identity where he helped build global demand identity and access management solutions through marketing, website and social programs. He has also held various marketing, channel management and interactive positions at Oracle, Sun Microsystems and GE Access. Geoly holds a Bachelor of Science in Journalism from the University of Colorado at Boulder.

Duncan Heal founded Market Intelligence International (Market ii Medical) in 2005. As Managing Director/CEO he splits his time between business development and operations, ensuring that his company continues to provide exemplary service to its clients. He has 20 years experience in how to deliver and maintain exceptional levels of service quality and customer satisfaction. Heal manages relationships with organizations such as HP, Medtronic, Agilent, Becton Dickinson, Accuray, Illumina, Rainin and many more,

Market ii Medical specializes in telephone, web and SMS based surveys for assessing global clients’ service delivery and customer satisfaction. The Customer Journey is what we are all about and Duncan has extended companies focus to support over 30 languages to over 85 countries. His model has helped companies better understand how to deliver exemplary service throughout the customer journey, his company helps them visualize cultural variance in customer feedback and has created key insight analytics to measure customer tolerance and advanced Strategic Priority Analysis. Through deep understanding and a flexible pro-active approach Marketii has never lost a client to a competitor, so we practice what we preach.

Duncan has a Diploma in Business Studies followed by a Masters in Management Science from the University of Stirling. A former semi-pro athlete, he brings this competitive spirit to his company. He is now a keen sportsman still doing skiing, tennis and golf as well as coaching soccer.

Brad Knudson is the GM/COO for EMSAR (Equipment Management Service and Repair). EMSAR is an independent ISO 9001 certified national service organization dedicated to providing high quality medical equipment installation, service and repair.

He is a 20 year active duty Army veteran. After the military Brad worked for Stryker Communications for 8 years as a project manager, regional integration services manager and international integration service manager. Most notably Brad developed and implemented 9 regional service divisions on 6 continents. He managed a cross-functional team who executed and completed the largest and most complex Medical Device Field Action in Stryker Communication’s history consisting of 4832 operating rooms and over 20,000 medical devices. He developed and implanted an International Quality Plan between Stryker International Distributors and Stryker Communications for the sale, ordering, installation and servicing of the Stryker Communications product lines, internationally.

Brad has a BA from Kansas State University and an MBA from Auburn University

Steve is responsible for overseeing business development and sales. In his role at CaseBank, Steve is tasked with developing relationships with manufacturers and operators of complex equipment, and airline maintenance organizations.

His thirty years of experience include sales and sales leadership positions in several high technology firms, including IBM and ten years running Corner Office Leads, a sales and marketing consultancy, which he founded, helping organizations including SAP, Microsoft, Oracle and IBM.

Evans Manolis is the President and Partner of Market ii Medical, a customer experience consulting company that helps medical device companies increase customer loyalty, retain and grow customers and improve service operations, so they can grow more rapidly and profitably.

Over the past 20 years, Evans has worked with some of the worlds leading medical device companies, helping them create and sustain customer focused strategies. During that time Evans has gained a global reputation for his expertise in the medical device service market place and has worked with over 100 companies including Medtronic, Becton Dickinson, GE Health Care, Bayer, Philips Medical Systems, Carl Zeiss, Hologic, Siemens Ultrasound, Karl Storz and many others.

Bobby has more than 15 years of experience in high growth technology businesses. Prior to Help Lightning, he most recently served as the Executive Director of Product Management at McKesson, where he and his team guided product and growth strategies for McKesson’s Enterprise Intelligence division. Other successful IT companies that Bobby has held pivotal positions in are American Management Systems (acquired by CGI), Emageon (acquired by Merge), Awarix (acquired by McKesson) and now Help Lightning. Bobby’s leadership has primarily been in the realms of Engineering, Professional Services, Product Management, and Relationship Management. He has built and led many teams in these areas to significant scale, agile performance, and operational excellence. Bobby is a graduate of Mississippi State University, with a B.B.A in Information Systems, and spends any free time trying to be in the outdoors with his family.

Dan Nieves is Cotap's Director of Customer Success. In this role, Dan oversees customer relationships and advises customers in rollout strategy, adoption and training. Prior to joining Cotap, Dan spent several years as a strategy consultant at Deloitte based in the Washington DC office.

Randy leads the Product Marketing function at ServiceMax which includes product positioning, sales and partner enablement and customer success. Prior to joining ServiceMax, Randy held Product Marketing and Product Management positions at companies such as Acxiom and Rearden Commerce.

Randy also led the Product Management team at SuccessFactors starting in 2004 through their IPO in 2007. Before entering the HCM space in 1996 with Resumix (acquired by Yahoo!) and Workscape (acquired by ADP), Randy spent several years in various Product Management and Sales roles in the telecom space with Octel Communication (acquired by Lucent) and ROLM Corporation (acquired by Siemens).

John is responsible for overseeing all aspects of CaseBank’s marketing and strategic alliances, with special emphasis on product positioning, sales support, market awareness and partnerships. John is tasked with developing effective relationships with software vendors and system integrators that support the manufacture and operation of complex equipment, thereby opening new markets to CaseBank’s technology. John has over 20 years experience in sales, marketing and strategic alliances. Prior to CaseBank, John held senior positions at Enigma Information Retrieval Systems and PTC. He started his career as a design engineer for GE Aviation.