Day Two: Next Generation Support: Re-Assessing Your Service Culture

A closed door session featuring 15-20 senior level service and support executives debating strategic ideas and sharing insights. Hosted by Coresystems

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Service teams can improve the aftermarket success of their devices by working with product development teams so that customer demand is acknowledged at each step of a product’s lifecycle from ideation and development to installation and aftermarket support. Join this session with Rick Brandl of Medtronic to hear more about:

- Formalizing the role of service from product ideation to the end of a product’s lifecycle
- Using customer feedback from service touch points to enhance product development
- Coordinate with marketing and sales throughout development to ensure they can communicate the value of after-market capabilities to end-user

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Trends like IoT are changing the way the medical industry approaches service. Is your field force prepared for the future? Tom Bowe, Industry Director of Enterprise Service Management at IFS, discusses how you can prepare for new service expectations and shares how IFS customer Sysmex successfully uses IoT and field service management software to deliver superior service.

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Advances in technology have created exciting opportunities for front-line technicians, but service leaders have to be careful not to discount the power of people. Our panelists lead large teams of field service engineers who care for millions of customers and they all know that an effective service manager puts people (both employees and customers) first. In this session our panelists will discuss how they are:

- Surveying your workforce regularly to learn where possible improvements lie
- Scrutinizing communications and put together a plan of action to deter employee drop-off
- Driving moral and motivation for a job will done with incentive programs or bonus rewards

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Sponsored by Field One, from Microsoft

As product support experts retire, companies are grappling with a new set of call center and field service challenges. Support personnel are younger (less experience) and have different job expectations (flexibility and growth). Products are more complex (electronics and software), which makes it more difficult to balance traditional business and CSAT drivers (cost, quality, speed, etc.). Competition is forcing companies to adopt aggressive service level agreements (SLAs) with increased penalties for failure. This presentation will focus on the technological and cultural challenges facing service organizations and identify some keys to success.

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1. Service Bundling – How to Ensure Service Value is Recognized
Tom Buckley, Director, Global Technical Services, Boston Scientific

2. What Creates Customer Loyalty?
Christian Eras, Vice President Global Service, Ziehm Imaging

3. Next Generation Support as a Corporate Objective –Building the Business Case
Steve Lightstone, Vice President of Sales, CaseBank

4. Technology Roadmap to Transform Service Operations
Joe Beal, VP Service Process & Operations, Hill-Rom

5. Are You Ready for 15 Minutes SLA’s?
Tom Bowe, Global Industry Leader, IFS

6. The Changing Face of the Field Engineer– What Skillsets Will Make them Successful in the IOT Environment
David Bisciotti, Global Operation, Vice President Customer Service, Varian

7. It’s a Whole New World: Best Practices for Standardizing Your Service in Foreign Markets
Amos Schneller, Vice President Customer Support, Medivators

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In order to keep employees engaged and happy, it’s important for them to understand how they fit into your organization and how they can advance. During this session, Jennifer Lescallett will discuss:

- Identifying high performing techs that have the potential for future leadership roles
- Ensuring that their movement to a new role would benefit both them and the company
- Providing the right training for those identified so they don’t go from field tech to manager without proper tools and guidelines

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Today’s service executives are attempting to balance the achievement of today’s business results while building the key capabilities to succeed in the future. While service has had an important role within OEM’s for the past 10-15 years, service execs in established companies still have to ensure C-Suite buy-In for service innovation by realizing potential revenue, lowering cost and fostering customer loyalty. Join this panel of service executives who will be discussing:

- Ensuring the c-suite understands the value your service business is bringing to the table
- Understanding the metrics your c-suite looks at to evaluate your operation
- Prioritizing most needed resources to guarantee your service business stays competitive

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Sponsored by FieldOne, by Microsoft

Ok, at this point of the day, you’ve seen the slides & you’ve plugged into the panels. But now you’re ready to get involved. You’re ready to share your own service challenges, successes & failures. And at Field Service Medical, you’re in control of the conversation. Since our inception four years ago, our unique, peer-to-peer tables have been the star of the show. As part of a small group, you’ll hear how other manufacturers are getting to grips with service & support. You’ll be inspired to take their approaches back to your workplace. And you’ll have fun doing it. Every 40 minutes, we’ll tackle a new topic with a new expert host. Enjoy!

1. The IoT Service Revolution: Discover The Impact of Service in a World of Connected Medical Devices
Michael Anderson, Senior Director, SLM Solution Management, PTC

2. eLearning: How to Best Train Your Employees On Demand Carrie Hahn, Global Services Program Manager, Medtronic

3. How to Differentiate Your Service from Your Competition Mario Guendelman, Service Director-West Region, Medivators

4. Pinpointing Quality Metrics To Ensure A Superior Call Center Innovation Spotlight Joseph Sorci, Director, Technical Services, Arjohuntleigh

5. Aftermarket Parts … What Is Your Strategy?
Stacy Blakley, Services Sales Director | SmartCare™ Service, Hill-Rom

6. Margin Erosion – How is Your Service Value Proposition Counter-Balancing Customer Cost Pressures to Simply Reduce Price of Service Coverage?
Michael Smethy, Director, Service Business Management, DX Division, Siemens Healthcare

7. The Impact of Uptime: Using Machine Analytics to Optimize Supplier, Provider and Patient Outcomes
Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology

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Don't miss your chance to hit the jackpot at our second reception of Field Service Medical. Enjoy tasty cocktails and a hand of poker with your peers.

Join us on the terrace of the Rancho Bernardo for a relaxing cocktail reception after a full day of sessions