Field Service Medical 2018

February 26-February 28, 2018

Hilton La Jolla, Torrey Pines, CA


Day Three: Achieving Efficient Cross-Functional Collaboration to Deliver Next Generation Customer Experience and Support

8:00 AM - 8:45 AM Continental Breakfast & Registration in the Solutions Zone

8:45 AM - 8:50 AM Welcome Remarks

Antonia Kay, Event Director, Field Service Medical


Antonia Kay

Event Director
Field Service Medical

8:50 AM - 9:00 AM Chairperson’s Opening Address

9:00 AM - 9:40 AM Case Study Revolution: Purpose Driven Innovation Meets Customer Experience: One Company’s Journey To Becoming Customer Obsessed

Matthew Boretti, Director, Strategic Program – Customer Experience, Teleflex Americas
This case study revolution shares the early stages of the Teleflex transformation and their desire to become a customer-centric organization through three themes – Total Experience, Customer Company, and Radical Simple.


Matthew Boretti

Director, Strategic Program – Customer Experience
Teleflex Americas

9:40 AM - 10:00 AM Communicating The Value Of Service To Internal Teams And Stakeholders For Efficient Cross-Functional Collaboration

Ivars Ivanov, Director, Services Marketing, Philips
With healthcare providers challenged to do more with less, the need to demonstrate the true value of field service, innovative add-on capabilities and the ability to provide prescriptive service through efficient data leveraging and predictive analytics has never been higher. However, to be able to demonstrate the true value of service to the customer, one must first be able to get internal teams and stakeholders on the same page. How do you do that?

Ivars offers recommendations on:

  • Efficient cross-functional collaboration
  • Turning service into a primary differentiator in a customer’s purchasing decision
  • Setting the organization on a path of constant innovation and improvement


Ivars Ivanov

Director, Services Marketing

10:00 AM - 10:10 AM Innovation Spotlight

10:10 AM - 10:50 AM Morning Refreshment & Networking Break In The Solutions Zone

10:50 AM - 11:10 AM Implementing Customer Feedback To Improve Your Service Lifecycle

Ron Pellegrini, Vice President & Head of Field Service LD/POC, Siemens Healthineers
Ron shares practical recommendations on staying up-to-date with the changing needs of your clients and integrating customer feedback into product and service development and innovation.

Main discussion points include:

  • Knowing what role service can play right from the start
  • Using customer feedback from service touch points to enhance the product throughout it’s development, including the need for emote diagnostics
  • Improving communication with your R&D, marketing, and sales team


Ron Pellegrini

Vice President & Head of Field Service LD/POC
Siemens Healthineers

11:10 AM - 11:30 AM Improving response time for service contract renewals

11:30 AM - 12:10 PM Panel session: The Truth About Customer Experience: Delivering Superior Customer Service And Experience To Increaser Customer Loyalty

Tony Vermette, Director, Field Service, IDEXX Sarah Wright, Director, Support Services – SaaS, ResMed Daniel Martinson, Program Director, Connected Care, Stryker
Over the past couple of years, medical device leaders have been migrating their service model from a break-fix mode to a service-for-fee approach with intent to improve customer experience, boost contract renewals and generate additional revenue.

Our panelists debate best practices in modernizing and automating service operations, the correlation between the opportunity costs and maintenance costs, corrective field service and how the use of predictive analytics and innovative tools create value for both the customer and the service provider.


Tony Vermette

Director, Field Service

Sarah Wright

Director, Support Services – SaaS

Daniel Martinson

Program Director, Connected Care

12:10 PM - 1:10 PM Lunch For All Attendees

1. Deployment Mobile Training Solutions: Best-Practices In Training A Service Team Despite Long Distance
Christian Eras, Vice President Global Service, Ziehm Imaging GmbH

2. Identifying The Relevant Metrics For Measuring Service Success
Jared Hook, Field Service Manager, Stryker

3. Leveraging CRM For Service Operational Efficiencies
Ed Klosterman, Director U.S. Field Service Operations, bioMerieux
Bob Korman, Center of Capabilities and Agility Manager, bioMerieux

4. Streamlining Your M&A Process And Integrating Two Service Organizations Into One
Eric Paulik, Sr. Director, Global Field and Customer Service, Spectranetics

5. Prove It: Use Data To Align Customer Expectations With The Way You Do Business
Byron Clark, Regional Vice President – North America, Acelity


Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

Jared Hook

Manager, Field Service

Ed Klosterman

Director, US Field Service Operations

Bob Korman

Manager, Center of Capabilities & Agility

Eric Paulik

Senior Director, Global Field & Customer Service

Byron Clark

Regional Vice President – North America

2:10 PM - 2:10 PM Conclusion Of Field Service Medical 2018