Field Service Medical 2018

February 26-February 28, 2018

Hilton La Jolla, Torrey Pines, CA


Day Two: Staying Compliant and Optimizing Your Supply Chain & Field Service For Increased Customer Satisfaction

8:00 AM - 9:00 AM Continental Breakfast & Registration

8:00 AM - 9:00 AM VIP Think Tank Breakfast

**Limited seating – invite only**

Connect with senior-executive peers and discuss industry trends and opportunities for the upcoming year over breakfast.

9:00 AM - 9:05 AM Welcome Remarks

Antonia Kay, Event Director, Field Service Medical


Antonia Kay

Event Director
Field Service Medical

9:05 AM - 9:10 AM Chairperson’s Opening Address

David Schauble, National Sales Manager, FedEx


David Schauble

National Sales Manager

9:10 AM - 9:30 AM FDA Update On Medical Device Servicing Act

Daniel Walter, Supervisor, Consumer Safety Officer, FDA

Daniel Walter

Supervisor, Consumer Safety Officer

9:30 AM - 9:50 AM FDA Reauthorization Act: Best Practices In Third Party Medical Servicers Oversight

Rakesh Amin, Head of US Service – Radiology, Bayer HealthCare
FDA Reauthorization Act of 2017 was introduced in Senate on April 25, 2017 and was passed by the House on July 12, 2017. The bill extends through FY2022 and revises FDA user fees for medical devices. The FDA must establish a pilot program to accredit testing laboratories to determine whether medical devices conform to performance standards. Moreover, the bill revises the types of medical devices that the FDA may accredit third parties to review. Is your organization ready for this change?

Rakesh’s keynote focuses on:

  • Patient safety and Bayer’s commitment to improving imaging quality and acquisition
  • Landscape of medical equipment servicing marketplace – who is regulated and who is not – and current regulatory standards
  • What is FDA looking at now – standards drafted by third party, Biomeds & OEM – and details on what is incorporated in these standards (quality systems, parts, training)
  • What could this ruling do for patient safety


Rakesh Amin

Head of US Service – Radiology
Bayer HealthCare

9:50 AM - 10:30 AM Morning Refreshment & Networking Break In The Solutions Lounge

10:30 AM - 10:50 AM Embracing The Full Potential Of Cloud-Based Technology For Optimal Service Parts Inventory Visibility And Efficient Asset Management

Jacob Elisha, Director, Worldwide Technical Service, Biosense Webster
Cloud computing solutions are essential for supply chain optimization, real-time inventory control and visibility, order prioritization and timely determination of appropriate replenishment levels – all of which eventually leads to customer experience improvements (or lack thereof). If you aren’t yet utilizing the benefits of cloud inventory management platforms, be sure to attend this session and hear Jacob’s recommendations on:

  • Achieving the goal of being more agile
  • Allocating your resources efficiently to ensure sustainability is ingrained across all aspects of your supply chain operations
  • Achieving parts management optimization and transparency


Jacob Elisha

Director, Worldwide Technical Service
Biosense Webster

10:50 AM - 11:10 AM Providing Proactive Service By Leveraging The Right Data In Real-Time

11:10 AM - 11:30 AM Best Practices For Parts Partner Management

Aaron Goryl, General Manager, In-House & On-Demand Services, GE Healthcare
In the current environment of cost pressures, parts play critical role in the cost to serve equation. This session will focus on the integrated ecosystem that is needed for end-to-end parts management to drive productivity.


Aaron Goryl

General Manager, In-House & On-Demand Services
GE Healthcare

11:30 AM - 11:50 AM Optimizing Your End-To-End Supply Chain To Avoid Common Mistakes Related To Contamination Control

Paul Lopolito, Senior Manager, Technical Services, Steris Corporation
Paul’s presentation focuses on:

  • Reviewing medical device contamination control regulatory expectations
  • Providing an overview of medical device end-to-end supply chain
  • Understanding common sources of contamination
  • Efficient techniques to mitigate contamination risk


Paul Lopolito

Senior Manager, Technical Services
Steris Corporation

11:50 AM - 12:30 PM Case Study Revolution: Startup Company Service Modeling: From Idea To Implementation

Kelly O'Neal, Director, Clinical Services, Monteris Medical
Medtech startups and small- to mid-sized medical device manufacturers don’t always have the budget and capabilities of the “Big 100”, which open doors to innovation and experimentation. So how do you go about fully optimizing your service strategy and securing a competitive advantage in spite of all the odds?

Join Kelly for an overview of:

  • Startup service company environment
  • Transitioning service from startup to commercialization
  • Developing the model for growth
  • Hurdles to overcome with startup service


Kelly O'Neal

Director, Clinical Services
Monteris Medical

11:30 AM - 12:30 PM Service Parts Management Boardroom

Mario Guendelman, Service Director, West Region, Medivators
**Limited seating – pre-registration required**

Mario Guendelman

Service Director, West Region

12:30 PM - 1:30 PM Lunch For All Attendees

1:30 PM - 1:50 PM Best Practices In End-Of-Life Product Management And Service Parts Fulfilment

Stacy Blakley, Director, Services Sales, Hill-Rom
Successful service parts fulfillment is attained through proactive end of life product management. The last day of production is the first day of years of service requirements. Give customers the same extraordinary experience during the life of their capital investment as you did at the time of purchase. Stacy Blakley explores best practices and methodologies to ensure you consider all aspects of supporting an asset from beginning to end of life:

  • Why is demand planning essential?
  • How do you manage inventory policies, procurement, and obsolescence successfully?
  • Customers come first! Why is proactive communication imperative during end of life?


Stacy Blakley

Director, Services Sales

1:50 PM - 2:10 PM Harnessing The Power Of Mobile Technology And Distance Learning Capabilities To Deliver Improved On-Site Job Management

Jeff Thompson, Senior Director, Service, Lumenis
As innovation and mobile technologies are reshaping the industry at a blazing fast speed, many medical device companies are still trying to overcome the fatigue of mobile worker disconnection and struggle with standardizing the service process and technologies to deliver a uniform customer experience.

Join us for this session to learn how to develop a continuous improvement system, drive performance, boost visit resolution rates and deepen the relationship with customers by:

  • Equipping your field teams with easy access to pivotal customer data and knowledge management tools to help them immediately identify customer’s needs and inventory requirements for each work order
  • Empowering your distributed workforce to deliver timely, qualified and efficient on-site service


Jeff Thompson

Senior Director, Service

2:10 PM - 2:20 PM Innovation Spotlight

1:30 PM - 2:20 PM Medical Device Compliance Boardroom

Seema Rego, Associate Director, Global Clinical Operations, Illumina, Inc.
Limited seating – pre-registration required


Seema Rego

Associate Director, Global Clinical Operations
Illumina, Inc.

2:20 PM - 3:00 PM Afternoon Refreshment & Networking Break

Your service is only as good as the field teams you employ, yet medical device manufacturers of all sizes deem talent management, development and, most importantly, retention to be one of the biggest concerns on executives’ agenda. So how do you go about investing in the best talent and keeping them on board?

This panel discussion focuses on:

  • Ensuring your field technicians feel they are part of a team
  • Making certain your field employees understand the big picture and objectives of your organization
  • Minimizing feelings of isolation and discontentment
  • Retention strategies specifically for remote employees
  • Encouraging employee contribution and satisfaction beyond just getting a paycheck


Kathy McHugh

Vice President, Business Operations
Joerns Healthcare

Byron Clark

Regional Vice President – North America

Steve Nava

Senior Director, Global Field Service
Luminex Corporation

3:40 PM - 4:00 PM Create An Environment Where “Plain Talk” Is The Norm.

David Brooker, Director, Field Services, CMS Imaging
Is your communication with cross-functional teams 100% streamlined? Do you employ the best workforce management and talent development practices?

David discusses how to create an environment of “Plain Talk” to improve your communication and engagement of field staff and resolve burning issues and challenges by getting to the real subject fast. Learn how to efficiently coach your direct reports when they need it, rip off the Band-Aid and get to accomplishing everyone’s goals within the team and the organization.


David Brooker

Director, Field Services
CMS Imaging

4:00 PM - 4:10 PM Field Service Medical Benchmarking Survey

1. Service Parts Pricing Best Practices
Jaime Thelen, Director Commercial Service, Medtronic

2. Talent Acquisition And Development – Recommendations On Effective People Management For Improved Productivity
Libba Sapitsky, Senior Vice President Customer Service, Siemens Healthineers Efficient

3. Maintaining A Healthy OEM – Third Party Provider Relationship
Bob Moore, Service Partner Lead, Stryker

4. International Service: Determining How To Best Support Customers And Affiliates Around The World
Amos Schneller, Vice President of Global Service & Technical Support, Medivators

5. Recruiting Top Technician Talent
Sarah Wright, Director of Support Services, SaaS, ResMed

6. Best Practices In Management Of A Mixed-Model Service Group Of Employees And Subcontractors

7. Developing A Tangible Metrics Methodology To Demonstrate ROI And Long-Term Profit Opportunities And Get C-Suite Buy-In On The Transition To The Latest Technologies

8. Debating The Benefits vs. Detriments Of Outsourcing Service Parts Logistics


Jaime Thelen

Director, Commercial Service

Libba Sapitsky

Senior Vice President, Customer Service
Siemens Healthineers

Bob Moore

Service Partner Lead

Amos Schneller

Vice President,Global Service & Technical Support

Sarah Wright

Director, Support Services – SaaS

5:10 PM - 6:10 PM Field Service Medical Cocktail Reception

6:10 PM - 6:10 PM Conclusion of Day Two