Field Service Medical 2020

February 24 - 26, 2020

Rancho Bernardo Inn, San Diego, CA

Day One – Monetizing Service & Driving Business Growth

February 24, 2020 

7:15 am - 8:15 am Continental Breakfast and Registration

8:15 am - 8:30 am Welcome Remarks and Ice Breaker

Antonia Kay, Event Director at Field Service Medical

Antonia Kay

Event Director
Field Service Medical

8:30 am - 8:45 am Chairperson’s Opening Address

8:45 am - 9:05 am Opening Keynote: Field Service Today -- Business as Usual?

Today, a lot of medical device companies are still trying to run their field service organizations based on the principles and methodologies that used to work years ago, which often translates into siloed operations – service is service, sales is sales, marketing is marketing. In the majority of cases, efforts to merge functions and bridge cross-departmental gaps often fail to make it to the corporate agenda and eventually boil down to piecing together lower levels of the company… In the meantime, the healthcare landscape is rapidly changing, and this segregated way of doing business is becoming archaic and ineffective. Simply put, customers expect more for less and their needs can’t be met through siloed operations. 

A lot of these challenges can be addressed and resolved through an established, spot-on customer experience program. David Bisciotti is joining us to discuss the challenges of getting such program off the ground, the benefits of advocating for the customer internally, as well as what it took to eliminate cross-departmental silos at Varian. Join his keynote for practical recommendations on how to:

- Create a sense of urgency for cross-functional integration at the C-Suite level and make change happen top-down
- Move out of the stagnancy stage and navigate through cultural and organizational change for improved outcomes
- Focus on what is being said by the customer to meet their actual needs and demands
David Bisciotti, Global Operation, Vice President Customer Service at Varian

David Bisciotti

Global Operation, Vice President Customer Service
Varian

Making healthcare providers successful is key to your business growth. However, contributing to your customers’ success becomes a ‘mission impossible’ if you don’t have a clear and realistic picture of their pain points, needs, budgetary constraints and growth strategies. So how can you plan a successful client meeting and return to the office with a closed deal or a renewed contract?

This panel discussion sheds light on the best practices in improving your relationship with existing customers and securing new business partnerships through a carefully mapped-out sales and service strategy. Our expert panelists will elaborate on how to:

- Turn every face-to-face customer meeting into an opportunity for a mutually-beneficial collaboration 
- Get to the nuts and bolts of your customers’ operational challenges and crucial business needs
- Align your sales, marketing and service resources around the same customer experience goals
- Incorporate service feedback in future products design, sales strategy and customer experience programs

Philip Severe, Director, WW Customer Experience at Becton Dickinson

Philip Severe

Director, WW Customer Experience
Becton Dickinson

Jaime Thelen, Director, Commercial Service at Medtronic

Jaime Thelen

Director, Commercial Service
Medtronic

Tad Fox, Senior Director of Service Marketing, Customer Loyalty at Accuray

Tad Fox

Senior Director of Service Marketing, Customer Loyalty
Accuray

Ahu Faust, VP Strategic Sourcing at TIDI Products

Ahu Faust

VP Strategic Sourcing
TIDI Products

9:40 am - 10:00 am Keynote: Pressure to Cut Costs

As a result of the healthcare market consolidation and transition to the value-based care, OEMs continue to be under tremendous pressure to cut service costs. But how should they go about it, and how can they team up with customers? Rick Brandl, global service leader for $8B+ Medtronic Restorative Therapies Group and the frontrunner at the Medtronic Equipment Service Council, might have the answer you are looking for! 

Join Rick’s keynote for takeaways on what it takes to continuously deliver improved customer satisfaction with budget limitations in mind, as well as:

- How do you measure the success of cost cutting?
- What are some opportunities out there for most OEMs?
- How can hospitals help and meet their own cost cutting goals?
- How does Value Based Health Care apply to the medical service world?

Rick Brandl, Senior Director, Global Service Operations at Medtronic

Rick Brandl

Senior Director, Global Service Operations
Medtronic

10:00 am - 10:40 am Morning Refreshment and Networking Break in the Exhibit Hall

10:40 am - 11:00 am Keynote: Customer Distress Index

In his role as the Vice President, Western Zone Services, Jon Matthews has an overarching responsibility for managing and growing the professional service operations for Siemens Healthineers Imaging portfolio of products in the Western United States. In addition to the operational execution, Jon is accountable for the growth and management of revenue and profit for each imaging product line and is responsible for the leadership of the field service engineers and management in the Western Zone.

In his keynote, Jon will discuss methodologies in key steps to achieving visibility into your customers’ interaction with your service and support department, the promptness of customers’ issue resolution and how it relates to your customers’ perception of your products and service levels.

Jon Matthews, Senior Director, Services – Western Zone at Siemens Healthineers

Jon Matthews

Senior Director, Services – Western Zone
Siemens Healthineers

11:00 am - 11:20 am Keynote: Predictable Service Revenue with Proactive Maintenance

Sponsors:
ServiceMax


Anna Startseva, Director, Product Marketing at ServiceMax

Anna Startseva

Director, Product Marketing
ServiceMax

11:20 am - 11:40 am Keynote: The Role of Service Marketing in Medical Device Recalls

Device manufacturers can experience significant loss of market share after a recall, along with damage to the company's reputation. To reduce the impact service marketing can implement communication efforts that integrates with the quality system to both prevent and address recalls.  From the first complaint to the field action understanding that the customer impact will be successfully addressed, and outcome predictable if there are transparency and key milestones for success.

Join Michael Johnson who leads global commercial service marketing, supporting contract sales and field service management at Smiths Medical for an overview of best practices in medical device recalls and risk management. Michael will discuss:

-Component change as the largest contributor for medical device issues
-The whys and hows of voluntary recalls  
-What it takes to optimize your field practice
-The key steps to addressing affected accounts
-The dos and don’ts of compliance reporting
Michael Johnson, Global Director, Commercial Services Global Technical Service & Support at Smiths Medical

Michael Johnson

Global Director, Commercial Services Global Technical Service & Support
Smiths Medical

11:40 am - 1:00 pm Interactive Roundtable Discussions

Networking opportunity: Join 10-15 like-minded service and support professionals for a moderated discussion on two topics of your choice (two rounds of 35-minute discussions in total)

1. Putting Field Data to Work
  • ProntoForms

2. Taking Your Warehousing, Inventory Management and Distribution Services to the Next Level
  • Warehouse Anywhere

3. Decreasing Equipment Downtime with Scalable and Cybersecure Remote Service Management
  • Kalypso

Optimizing Your Network for IoT
The Move to Mobile Field Service 
Breaching IoT and Predictive Analysis between R&D and FS Organization
Coming to Grips with AI and Machine Learning
AI for Call Centers
Proactive Service and Corrective Maintenance
Mobile Augmented Reality (AR)
Building Augmented Maintenance in Your Devices
Remote Technologies for Customer Support
Choosing the Right Platform to Operationalize Your Field Service
Automating Work Order Creation and Field Service Scheduling 
Efficient Resource Management
Supporting Your Customer with the Help of Online Communities






1:00 pm - 2:00 pm Lunch For All Attendees

1:00 pm - 2:00 pm Private Lunch

Track A: Customer Satisfaction

2:00 pm - 2:15 pm Track A Chairperson’s Opening Address
Sponsors:
Kalypso


Track A: Customer Satisfaction

2:15 pm - 2:35 pm Case Study: CRM Upgrade: Improving First-Time Fix Rates
Having an outdated client relationship management (CRM) system is no longer an option for field service organization looking to secure their competitive edge.

Juan Cruz, who leads and manages Fresenius Medical Care’s national field service unit consisting of 6 District Field Service Managers and 55 Field Service Technicians, discusses how the transition to a new CRM platform drove his team’s productivity, increased first-time resolution rates and improved transparency into field operations. Main takeaways include:

-Improving business relationships and interactions with prospective and existing customers by leveraging digitally-enabled CRM technology
-Establishing a clear-cut timeline and process to keep your CRM project moving forward
-Preparing for data migration and overcoming challenges associated with the system upgrade
-Avoiding data import errors and interruptions in service levels throughout the CRM upgrade phase

Juan Cruz, Senior Manager – National Field Services at Fresenius Medical Care

Juan Cruz

Senior Manager – National Field Services
Fresenius Medical Care

Track A: Customer Satisfaction

2:35 pm - 2:55 pm Presentation
Sponsors:
Marketii


Are you interested to know how other medical device companies are tracking their customer programs success? Are you confident that you are tracking the right customer success KPIs and you have a clear picture of your clients’ challenges and your product deliverables on their needs?

Join this panel discussion to see how your strategy compares to that of the industry leaders and get practical recommendations on:

-Your next step beyond the net promoters score (NPS) and customer satisfaction (CSAT) – explore other key metrics that you may not be taking into consideration today and why you should start tracking them now!
- What do you actually do with all the customer success data? How can you turn it into actionable insights?
- How can you use customer feedback to help them moving toward their goals?

Luis Jaimes, Professional Services Director at Roche Diagnostics Mexico

Luis Jaimes

Professional Services Director
Roche Diagnostics Mexico

Len VanderHulst, Head of Service, Americas at Eppendorf North America

Len VanderHulst

Head of Service, Americas
Eppendorf North America

Fareed Faghih, Service Product Innovation Manager at Philips

Fareed Faghih

Service Product Innovation Manager
Philips

Track A: Customer Satisfaction

3:35 pm - 3:50 pm Panel Interactive Working Groups
Discuss your approach to measuring customer success and which KPIs should be tracked at all times in response to a question/challenge posed by the panel moderator.

Track B: Talent Management

2:00 pm - 2:15 pm Track B Chairperson’s Opening Address

Track B: Talent Management

2:15 pm - 2:35 pm Case Study: Doubling Workforce to Meet the Growing Market Demand
The digital marketplace is ever expanding and forcing the mobile service workforce to evolve and meet the expectations of a customer base that is getting younger everyday.  The level of service and touchpoints with our customers are being rated against all companies that provide a service in the one-click digital age. Are you ready for this change?

Join Michael Queen for an interactive discussion about:

- Uberization of Service
- Staffing to support the field
- Is 100% Uptime Possible?
- Real time updates      

Michael Queen, Area Service Director, East at Luminex Corporation

Michael Queen

Area Service Director, East
Luminex Corporation

Track B: Talent Management

2:35 pm - 2:45 pm Innovation Spotlight

Track B: Talent Management

2:45 pm - 2:55 pm Innovation Spotlight

Track B: Talent Management

2:55 pm - 3:35 pm Panel: Overcoming Talent Management and Engagement Challenges
Join our expert panelists for an overview of their employee engagement and new talent recruitment strategies and the debate on:

- How to create the right culture and engage your current employees, specifically your remote FSEs, to lower the rates of turnover?
-What can you do today to improve your employee retention? 
-“Humanizing” your FSEs – how knowing your employee’s background, family and interests can actually help you establish a better working relationship and rapport 

Tara Herington, Vice President at Cardinal Health

Tara Herington

Vice President
Cardinal Health

Lorin Theiss, Director, Technical Service at KCI

Lorin Theiss

Director, Technical Service
KCI

Mario Guendelman, Director, Service - West Region at MEDIVATORS

Mario Guendelman

Director, Service - West Region
MEDIVATORS

Track B: Talent Management

3:35 pm - 3:55 pm Case Study: Field Service Engineer - What’s in the Job Description?
According to 2018 global research by Manpower Group, skilled trade positions, particularly technicians and engineering roles, are the hardest to fill. As a field service executive, you clearly realize the full scale of this challenge. But have you ever considered redefining the way you hire your FSEs, the recruitment channels you use and how the job description may be revised to attract talented employees? Join Bradley and Luca for their takeaways on:

- The evolution of the FSE role and why some medical device companies are “rewriting” their vacancy descriptions?
- How a step away from a classic FSE profile may be your step closer to having great talent on board?
- How can you make FSE jobs more attractive to the millennials? 

Bradley Devine, Senior Director Operations, IV Solutions at Omnicell

Bradley Devine

Senior Director Operations, IV Solutions
Omnicell

Luca Sancisi

Senior Manager – Implementation
Omnicell

Track C: Small Group Workshops

2:00 pm - 2:50 pm Small Group Workshop: Revolutionizing Field Service with Artificial Intelligence (AI)
Small Group Networking:

Meet with 15-20 industry practitioners to discuss AI capabilities, challenges and opportunities in response to a question/challenge posed by the workshop host. 

**By invite only, advance sign-up required**

Track C: Small Group Workshops

3:10 pm - 4:00 pm Small Group Workshop: Running a Global Service Organization
Small Group Networking:

Meet with 15-20 industry practitioners to discuss your global service and support challenges and opportunities in response to a question/challenge posed by the workshop host. 

**By invite only, advance sign-up required**

Christian Eras, Vice President, Global Service at Ziehm Imaging GmbH

Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

3:50 pm - 4:30 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

Networking opportunity: Would you like to meet up with our speaker faculty members? 

This year, you have a chance to connect with our presenters in a casual setting perfect for sharing feedback on their presentations, bouncing back ideas, and exchanging business cards!

*No advance sign up required – just stop by and say hi!

David Bisciotti, Global Operation, Vice President Customer Service at Varian

David Bisciotti

Global Operation, Vice President Customer Service
Varian

Michael Queen, Area Service Director, East at Luminex Corporation

Michael Queen

Area Service Director, East
Luminex Corporation

Juan Cruz, Senior Manager – National Field Services at Fresenius Medical Care

Juan Cruz

Senior Manager – National Field Services
Fresenius Medical Care

Len VanderHulst, Head of Service, Americas at Eppendorf North America

Len VanderHulst

Head of Service, Americas
Eppendorf North America

Rick Brandl, Senior Director, Global Service Operations at Medtronic

Rick Brandl

Senior Director, Global Service Operations
Medtronic

Venk Varadan, Co-Founder & Chief Executive Officer at Nanowear

Venk Varadan

Co-Founder & Chief Executive Officer
Nanowear

Mike Cramer, Director, Partner Business at QIAGEN

Mike Cramer

Director, Partner Business
QIAGEN

4:30 pm - 4:50 pm Keynote: Establishing a New Service Group by Emphasizing the Value of Service

Join Sachin as he walks us through his journey of building his new service group for Medtronic's Surgical Innovation Business Unit. He will highlight some of the challenges he experienced internally and how he was able to build excitement about service.
 
This session will emphasize on following key takeaways:

  • Delivering near term wins as fast as you can
  • Developing service processes and service offerings like developing a new product
  • Quantifying the value of service for customers and stakeholders
  • Building an inspirational vision of the future of service

Sachin Shah, Director, Global Services at Medtronic

Sachin Shah

Director, Global Services
Medtronic

4:50 pm - 5:10 pm Keynote

Sponsors:
Aquant



Which side are you on? Join the debate and cast your vote!
Raffaello Aquino, Director of Global Service & Training at Navigate Surgical Technologies

Raffaello Aquino

Director of Global Service & Training
Navigate Surgical Technologies

Joe Sack, Senior Capital Service Product Manager at Boston Scientific

Joe Sack

Senior Capital Service Product Manager
Boston Scientific

Antoine Kebbe, Director North American Technical Service at ZOLL Medical Corporation

Antoine Kebbe

Director North American Technical Service
ZOLL Medical Corporation

Rodney Nolen, Clinical Engineering Manager at University of Minnesota Medical Center

Rodney Nolen

Clinical Engineering Manager
University of Minnesota Medical Center

5:50 pm - 7:00 pm Field Service Medical Monday Madness Networking Cocktail Reception

We’re gearing up for March Madness at Field Service Medical so be sure to visit the exhibitors in the Exhibit Hall to complete your bracket for your chance to score amazing prizes!

5:50 pm - 7:00 pm Field Service Loyalty Club Whiskey Tasting - Exhibit Hall

We’d like to honor our loyal Field Service Medical attendees by celebrating their achievements at an exceptional tasting of premium bourbon.


7:00 pm - 7:00 pm Conclusion Of Day One