Field Service Medical 2020

February 24 - 26, 2020

Rancho Bernardo Inn, San Diego, CA

Day One – Monetizing Service & Driving Business Growth

February 24, 2020 

7:10 am - 8:10 am Continental Breakfast and Registration

8:10 am - 8:25 am Welcome Remarks and Ice Breaker

Antonia Kay, Program Director at Field Service Medical

Antonia Kay

Program Director
Field Service Medical

8:25 am - 8:40 am Chairperson’s Opening Address


Alvaro Pombo, CEO and Founder at ProntoForms

Alvaro Pombo

CEO and Founder

8:40 am - 9:00 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

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

Alvaro Pombo, CEO and Founder at ProntoForms

Alvaro Pombo

CEO and Founder

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

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

Tad Fox

Senior Director of Service Marketing, Customer Loyalty

9:40 am - 10:00 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

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

According to Gartner’s Future of Field Service Report (December 2019), outcome-based model have arrived and customers will require their field service providers to minimize outage risk and dynamically adjust maintenance activities. As service organizations take on a new role, the field service function will need to further shore up its operating capabilities while strengthening its ability to deliver on customer commitments. In this session, we will outline the impact of changing business models on the field service team and how field service leaders can plan and prepare for future growth.
Sumair Dutta, Senior Director of Digital Transformation at ServiceMax

Sumair Dutta

Senior Director of Digital Transformation

Marc Coleman, Head of Field Service Midwest and Western U.S. at MilliporeSigma

Marc Coleman

Head of Field Service Midwest and Western U.S.

11:00 am - 11:20 am Keynote: How BD Achieved Service Transformation

The service organization at BD Biosciences faced significant challenges — a demoralized and departing workforce, aging tools and technologies, and a skills gap among field engineers. One thing was clear: in order to improve customer satisfaction and revenue growth, they needed to transform their approach to service delivery. 

In this session, Steve Chamberland, Director of US Service Operations at BD, will share how his company achieved service transformation by empowering their service pros with the training and AI-driven technology to support their success. By developing an employee-centric approach, Steve and co. transformed a struggling department into an award-winning team with stellar service KPIs.

In this session, you’ll learn how BD: 
•Empowered their technicians to make accurate, efficient service decisions with AI-powered tools
•Saw their NPS score skyrocket by prioritizing their technicians’ job satisfaction
•Increased morale and retention by listening to the wisdom of their workforce 

Steve Chamberland, Director of US Service Operations at BD Biosciences

Steve Chamberland

Director of US Service Operations
BD Biosciences

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. Macrotrends from the Front Line of Field Service
  • Marty Gowling, Vice President, Operations, ProntoForms

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

3. Driving Value Based Outcomes with Remote Service Management
  • Rodney Holmes, Senior Manager, Kalypso

4. Deploying Innovation to Optimize Cost and Ensure Quality
  • Mitch Lewis, VP Marketing & Strategy, Ivy Technology

5. Building a Service Model which Yields Customer Satisfaction and Profits
  • Mark Villanova, Service Manager, Sustaining Engineering, Dedicated Computing

Steven Ciemcioch, President at Warehouse Anywhere

Steven Ciemcioch

Warehouse Anywhere

Rodney Holmes, Senior Manager at Kalypso

Rodney Holmes

Senior Manager

Mitch Lewis, VP of Operations at Ivy Technology

Mitch Lewis

VP of Operations
Ivy Technology

Marty Gowling, VP Operations at ProntoForms

Marty Gowling

VP Operations

Mark Villanova, Service Manager, Sustaining Engineering at Dedicated Computing

Mark Villanova

Service Manager, Sustaining Engineering
Dedicated Computing

12:20 pm - 1:30 pm Lunch For All Attendees

12:20 pm - 1:30 pm VIP Networking Lunch


Jake Ernest, Director of Sales at Motus

Jake Ernest

Director of Sales

Track A: Customer Satisfaction

1:30 pm - 1:45 pm Track A Chairperson’s Opening Address

Chad Markle, Partner - Digital Innovation at Kalypso

Chad Markle

Partner - Digital Innovation

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?

Chad Markle, Partner - Digital Innovation at Kalypso

Chad Markle

Partner - Digital Innovation

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

Track A: Customer Satisfaction

2:30 pm - 2:50 pm Case Study: How to Apply CX Insights to Ensure World-Class Field Service
In this session we will illustrate the best ways to turn insight numbers into actions, the importance of creating a positive CX culture within your business and how your Field Service can then become an important added customer value.

Tyrone Scott, Vice President, Customer Experience and Field Service at Hologic

Tyrone Scott

Vice President, Customer Experience and Field Service

Duncan Heal, CEO/Managing Director at Marketii

Duncan Heal

CEO/Managing Director

Track A: Customer Satisfaction

2:50 pm - 3:30 pm Customer Experience Meetup Best Practices in Customer Experience Process Standardization
Small Group Networking:

Meet with like-minded industry practitioners to discuss your customer experience challenges and opportunities in response to a question/challenge posed by the workshop host. 

Anna Quackenbush, Director Global Customer Experience at Illumina

Anna Quackenbush

Director Global Customer Experience

Track B: Talent Management

1:30 pm - 1:45 pm Track B Chairperson’s Opening Address
Marty Gowling, VP Operations at ProntoForms

Marty Gowling

VP Operations

Track B: Talent Management

1:45 pm - 2:35 pm Panel Interactive: 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 3M

Lorin Theiss

Director, Technical Service

Mario Guendelman, Senior Service Director West Region and Latin America at MEDIVATORS

Mario Guendelman

Senior Service Director West Region and Latin America

Track B: Talent Management

2:35 pm - 3:00 pm Panel Interactive Working Groups
Discuss your talent recruitment, engagement and retention challenges and best practices in response to a question/challenge posed by the panel moderator.

Track B: Talent Management

3:00 pm - 3:20 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 every day.  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, Director Field Service, Americas at Luminex Corporation

Michael Queen

Director Field Service, Americas
Luminex Corporation

Track C: Small Group Workshops

1:30 pm - 2:20 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

Track C: Small Group Workshops

2:40 pm - 3:30 pm Field Service Think Tank
Small Group Networking: Our Think Tank Breakfast is designed for VP+ level speakers and delegates who’d like to benchmark their strategies and priorities for the year with senior industry decision makers in an informal setting.

*Invite-Only –RSVP required
Join this workshop to benchmark your leadership strategies, deliberate on your successes and failures.

Chris Westlake, Global Process Owner, Service and Repair at Medtronic

Chris Westlake

Global Process Owner, Service and Repair

3:30 pm - 4:10 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

3:30 pm - 4:10 pm Speakers Meet & Greet – 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!

4:10 pm - 4:40 pm Fireside Chat: Third Party vs In-House Service Organization – Finding the Balance to Deliver Customer Satisfaction

Raffaello Aquino, Director of Global Service & Training at Navigate Surgical Technologies

Raffaello Aquino

Director of Global Service & Training
Navigate Surgical Technologies

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

Antoine Kebbe

Director North American Technical Service
ZOLL Medical Corporation

4:40 pm - 5:00 pm Keynote: Establishing 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 aspirational vision of the future of service
Sachin Shah, Director, Global Services at Medtronic

Sachin Shah

Director, Global Services

5:00 pm - 6:00 pm 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!

5:00 pm - 6:00 pm Field Service Loyalty Club Whiskey Tasting in the Exhibit Hall

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

**By invite only, RSVP required**

6:00 pm - 6:00 pm Conclusion Of Day One