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 and 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

9:05 am - 9:25 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 $2B+ 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

Access to on-demand service and self-help capabilities are among customers’ top expectations for a medical device, and understandably so. Time and cost are major concerns for both customers and medical device manufacturers, and real-time remote diagnostics is a key component and solution to making complex medical systems run efficiently and without interruptions. It is a win-win situation for all parties involved. The question is, how do you ‘get connected’ and maximize the ROI of remote and self-support services? 

Our expert panelists will discuss:

- Leveraging remote diagnostics and self-service technology for improved handling of customer demand 
- The obvious and hidden benefits of complementing your service programs with remote diagnostics and self-help features
- Finding and maintaining a delicate balance between self-service and live agent support
- Remote support and self-service dos and don’ts

Jeff Journey, Senior Director of Service Strategy at Thermo Fisher Scientific

Jeff Journey

Senior Director of Service Strategy
Thermo Fisher Scientific

Greg Burcham, Head of Service Effectiveness at MilliporeSigma

Greg Burcham

Head of Service Effectiveness
MilliporeSigma

Jatin Thakkar, Director, Global Service and Sales Support at Carestream

Jatin Thakkar

Director, Global Service and Sales Support
Carestream

10:05 am - 10:45 am Morning Refreshment and Networking Break in the Exhibit Hall

10:05 am - 10:45 am Innovation Showcase Theatre – Exhibit Hall

Grab a seat and some popcorn to learn about the latest innovations in service technology and how they are being leveraged by your peers and competitors. (3 x 10-minute previews.)
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, Executive Director, Procurement at DuPage Medical Group

Ahu Faust

Executive Director, Procurement
DuPage Medical Group

11:25 am - 11:45 am Sponsored Keynote

11:45 am - 12:05 pm 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

12:05 pm - 1:05 pm Lunch For All Attendees

12:05 pm - 1:05 pm Private Lunch (Sponsored)

Track A: Customer Satisfaction

1:05 pm - 1:15 pm Track A Chairperson’s Opening Address

Track B: Talent Management

1:05 pm - 1:15 pm Track B Chairperson’s Opening Address

Track C: Small Group Workshops

1:05 pm - 2:00 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

1:15 pm - 1:35 pm Case Study: Understanding Customer Needs: The Challenge of Cloud-Based Solutions Outsourcing

Healthcare decision-makers cannot always anticipate and fully understand the implications of information technology outsourcing (ITO) decisions for the long-term processes, capabilities, and performance of their organization, especially when considering ITO for cloud-based services. 

In her case study, Marlene Kolodziej, an experienced technology executive and service delivery leader at Northwell Health, sheds light on a standard healthcare provider’s decision-making process, particularly the criteria used by executives for identifying and selecting organizational competencies when outsourcing cloud-based services. Join Marlene to explore:

-HCPs challenges in defining and articulating key criteria and processes required for efficient cloud-based services outsourcing
-Various approaches to developing frameworks and processes that prevent or minimize negative impact and challenges associated with ITO outsourcing
-Methods used to anticipate the long-term impact of ITO for cloud-based services, gender-based perception of success or failure of ITO for cloud-based services, and financial model changes when implementing ITO for cloud-based services

Marlene Kolodziej, Associate Vice President, Service Delivery at Northwell Health

Marlene Kolodziej

Associate Vice President, Service Delivery
Northwell Health

1:15 pm - 1:35 pm Case Study: Doubling Workforce to Meet the Growing Market Demand

Michael Queen, Area Service Director, East at Luminex Corporation

Michael Queen

Area Service Director, East
Luminex Corporation

1:05 pm - 2:00 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

1:35 pm - 1:55 pm Sponsored Presentation

1:35 pm - 1:55 pm Sponsored Presentation

1:05 pm - 2:00 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

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

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

Antione Kebbe

Director North American Technical Service
ZOLL Medical Corporation

1:55 pm - 2:25 pm Guest Speaker: Diversity & Inclusion – Management for the Intersectional Workplace

Our workplaces are filled with individuals who all have unique experiences, backgrounds, strengths, and stories. Unfortunately, many companies are scared of these differences and tip-toe around them instead of tapping into the wealth of strength that comes from a diverse workforce. 

In this session Nikki breaks down what intersectionality really is and why it is an asset in your workplace, and how to increase your success by diving into the strength of diversity. Key takeaways include:

-Why an intersectional workplace is an asset and how to utilize that asset?
-How to manage effectively across  generations, genders, and cultural diversity?
-How to bring your diversity and inclusion efforts into the 21st century?

Nikki Henry, Founder at Ladies Leading Ladies

Nikki Henry

Founder
Ladies Leading Ladies

2:10 pm - 3:00 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**

2:25 pm - 2:45 pm Case Study: CRM Upgrade: Improving First-Time Fix Rates

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

Juan Cruz

Senior Manager – National Field Services
Fresenius Medical Care

2:25 pm - 2:45 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

2:10 pm - 3:00 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**

2:45 pm - 3:05 pm Case Study: Customer Distress Index

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

Jon Matthews

Senior Director, Services – Western Zone
Siemens Healthineers

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

2:10 pm - 3:00 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**

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?

Thuy Vu

Staff Engineer - Global Customer Experience
Illumina

Luis Jaimes, Professional Services Director at Roche Diagnostics Mexico

Luis Jaimes

Professional Services Director
Roche Diagnostics Mexico

Justin Herold, Director Global Operations at Boston Scientific

Justin Herold

Director Global Operations
Boston Scientific

3:05 pm - 3:45 pm Panel Interactive Working Groups: Overcoming Talent Management and Engagement Challenges

Networking opportunity: Discuss your talent management pressing challenges and possible solutions to a question/challenge posed by the panel moderator
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

3:10 pm - 4:00 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!

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

David Bisciotti

Global Operation, Vice President Customer Service
Varian

3:45 pm - 4:30 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

4:30 pm - 5:30 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 30-minute discussions in total)

1.Optimizing Your Network for IoT
2.The Move to Mobile Field Service 
3.Breaching IoT and Predictive Analysis between R&D and FS Organization
4.Coming to Grips with AI and Machine Learning
5.AI for Call Centers
6.Proactive Service and Corrective Maintenance
7.Mobile Augmented Reality (AR)
8.Building Augmented Maintenance in Your Devices
9.Remote Technologies for Customer Support
10.Choosing the Right Platform to Operationalize Your Field Service
11.Automating Work Order Creation and Field Service Scheduling 
12.Efficient Resource Management
13.Supporting Your Customer with the Help of Online Communities
This showcase is your one-stop shop for all things innovation. Hear from early-stage medical device companies that are changing the industry landscape with breakthrough technology and unique treatment programs and products.
Matt Kesinger, CEO at Forest Devices

Matt Kesinger

CEO
Forest Devices

Oren Goldshtein, CEO at Vectorious Medical Technologies

Oren Goldshtein

CEO
Vectorious Medical Technologies

John Uecker, CEO at ClearCam

John Uecker

CEO
ClearCam

Bryan Lord, CEO at Pristine Surgical

Bryan Lord

CEO
Pristine Surgical

Steven Chen, Chief Medical Scientist at Avelas Biosciences

Steven Chen

Chief Medical Scientist
Avelas Biosciences

6:30 pm - 7:30 pm Networking Cocktail Reception

6:30 pm - 7:30 pm FSM Poker & Blackjack Mini-Series

7:30 pm - 7:30 pm Conclusion Of Day One