Field Service Medical 2020

February 24 - 26, 2020

Rancho Bernardo Inn, San Diego, CA

Day Two – Pressure to Change – Continuous Modernization & Tech Innovation

February 25, 2020 

7:30 am - 8:30 am Continental Breakfast and Registration

7:30 am - 8:30 am Field Service Think Tank Breakfast

*Invite-Only – pre-event RSVP required
Antonia Kay, Event Director at Field Service Medical

Antonia Kay

Event Director
Field Service Medical

8:30 am - 8:40 am Welcome Remarks

Antonia Kay, Event Director at Field Service Medical

Antonia Kay

Event Director
Field Service Medical

8:40 am - 8:55 am Chairperson’s Opening Address

8:55 am - 9:20 am Keynote: Stagnation Is Not an Option: The Link between Technology and the Evolution of Field Service Organizations

Innovate or fall behind – with digital transformation taking over the world, executives like you have to make this inevitable choice sooner rather than later.  Regardless of the size of an organization and digital strategy maturity (or lack thereof), industry leaders can no longer afford to sit back and watch how things play out for the rest of the medical device manufacturing world, otherwise they are risking to be left out in the game of evolution and natural selection. But keeping up with the race for innovation is easier said than done, and we all know it.  So what do you do? Where do you get resources, financial and human, to move from all the talk to the actual implementation? How do you overcome organizational silos, get the buy-in from the top, find the right service partners, prepare your teams for change and get things moving for YOUR field service organization?

Join Marc Coleman, Head of Midwest and Western U.S. Field Service at Millipore Sigma, who has spent 17+ years in the industry and is joining us to share key strategies and the driving force behind his service organization’s continuous growth and development. Key takeaways include:

-Figuring out the founding blocks for the evolution of a field service organization
-Identifying technology and competent partners who can help you implement change without compromising your service levels
-Examining key KPIs and looking for opportunities across the KPIs to move your business forward
-Leveraging technological advancements to secure your competitive edge and meet shifting customer expectations
Marc Coleman, Head of Field Service Midwest and Western U.S. at Millipore Sigma

Marc Coleman

Head of Field Service Midwest and Western U.S.
Millipore Sigma

Do you think the medical device industry is ready for high tech innovation, or do buzz words such as “digitalization”, “automation”, “machine learning” and “augmented reality” make you cringe every time you hear them?  Our expert panelists weigh in the benefits of setting on a digital journey early on, and share practical recommendations on how not to be left behind in the race for innovation. Key takeaways include:

-Investing in digital today to secure your competitive advantage and market share in future
-Addressing the fear of the unknown (change management, technological innovation) 
-Overcoming technology selection and standardization challenges
-Aligning leadership and cross-functional teams around the same digitalization goals
-Ensuring smooth M&E process and technology implementation across the board

John Liebig, Vice President, Field Service & Technical Support at Hologic

John Liebig

Vice President, Field Service & Technical Support
Hologic

Michael DelVacchio, Vice President, Medical Markets Center at 3M

Michael DelVacchio

Vice President, Medical Markets Center
3M

Debra Waiters

Supply Chain
W. L. Gore & Associates

Networking opportunity: Benchmark digital transformation strategies and pressing challenges in a small group setting in response to a question/challenge posed by the panel moderator.
John Liebig, Vice President, Field Service & Technical Support at Hologic

John Liebig

Vice President, Field Service & Technical Support
Hologic

Michael DelVacchio, Vice President, Medical Markets Center at 3M

Michael DelVacchio

Vice President, Medical Markets Center
3M

Debra Waiters

Supply Chain
W. L. Gore & Associates

10:20 am - 11:00 am Morning Refreshment and Networking Break in the Exhibit Hall

11:00 am - 11:40 am Guest Speaker: Conquering the Fear of Rejection in Sales and Customer Interactions

Joze Piranian is a Goalcast featured TEDx speaker, stand-up comedian and lifelong stutterer who delivers inspirational, motivational and transformational talks about facing fears, overcoming adversity and diversity and inclusion challenges. He is joining us at Field Service Medical 2020 to assist your field service teams in finding balance between hard and soft skills and offer advice on how to nurture your engineers to overcome their fear of rejection in customer-facing situations. Join Jose to hear: 

-How your FSE’s fears can actually be their greatest asset and ways to use that fear to overcome a wide variety of obstacles
-The actual steps they need to take to turn adversity into a superpower
-The things you can do to motivate your field service teams and improve their customer interaction skills

Joze Piranian, Transformational Speaker at Comedian

Joze Piranian

Transformational Speaker
Comedian

11:40 am - 12:00 pm Sponsored Keynote

12:00 pm - 1:00 pm Tech Investment Meetups

1.Internet of Thins (IoT) – Intelligent Automation
2.Machine Learning, AI, and Real-Time Analytics
3.Remote Monitoring, Diagnostics and Repair
4.AR, VR and Wearables for Field Service
5.Field Service Connectivity and Asset Management

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

1:00 pm - 2:00 pm Private Lunch (Sponsored)

1:00 pm - 2:00 pm Women in Field Service Lunch

Track A: High-Tech & Innovation

2:10 pm - 2:30 pm Case Study: The Evolution of Predictive Analytics and Remote Connectivity in Field Service
Field service fuels customer experience, and predictive analytics and remote connectivity capabilities might be the driving force behind getting the happy-customer formula right. 

Join Shawn LaRocco to hear how the application of predictive analytics drives Alcon’s uninterrupted uptime, faster remote issue resolution, and customer empowerment. Key takeaways include:

-Key steps to predictive maintenance success, from  ideation to implementation
-Ensuring that your customer’s equipment is running smoothly and efficiently at all times
-Preventing medical devices failures before they happen through timely alerts and repair
-Realizing the full potential of remote troubleshooting
-Optimizing your assets and resources with the help of technology 

Shawn LaRocco, Global Head – Technical Services at Alcon

Shawn LaRocco

Global Head – Technical Services
Alcon

Track B: Cultural & Organizational Change Management

2:10 pm - 2:30 pm Case Study: Bridging Technology and Organizational Change Management
Digital transformation change management isn’t something you subscribed for, but it needs to be done sooner rather than later. If you refuse to accept this reality, you are risking losing your business to the competition.

But what are your options if your resources are limited, budgetary cuts are discussed in every meeting, and your people are not that quick to welcome change?

Kevin Lowitz who has spent 13+ years with Thermo Fisher Scientific and leads the company’s global services and support division will share his secrets to success in:

-Making the shift from all the talk to execution happen
-Helping your team overcome the fear of technology and digitalization
-Developing an implementable digital blueprint that will work for your organization and product line
-Securing leadership’s approval for technology investment
-Identifying partners who can deliver on your needs and budget

Kevin Lowitz, Director, Product Management and Marketing at Thermo Fisher Scientific

Kevin Lowitz

Director, Product Management and Marketing
Thermo Fisher Scientific

Track C: Small Group Workshops

2:00 pm - 2:50 pm Small Group Workshop: Leveraging AR, VR and Visual Assistance for Efficient Troubleshooting
Small Group Networking: Artificial Intelligence (AR), virtual reality (VR) and visual assistance capabilities hold the promise to transform field service and solve some of the biggest device maintenance and repair pain points. 

Is your company looking to invest into any of these technologies? If so, join this workshop for an overview of why AR and VR capabilities are gaining ground in field service, the main barriers to implementation and how to overcome them. Key takeaways include:

-Early applications of AR/VR technology for troubleshooting
-Linking AR/VR capabilities with the Internet of Things for full integration
-Innovative customer experiences created by AR and VR
-Leveraging visual assistance for training and improved first-time fix rates

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

2:30 pm - 2:50 pm Sponsored Presentation

2:30 pm - 2:50 pm Sponsored Presentation

2:00 pm - 2:50 pm Small Group Workshop: Leveraging AR, VR and Visual Assistance for Efficient Troubleshooting

Small Group Networking: Artificial Intelligence (AR), virtual reality (VR) and visual assistance capabilities hold the promise to transform field service and solve some of the biggest device maintenance and repair pain points. 

Is your company looking to invest into any of these technologies? If so, join this workshop for an overview of why AR and VR capabilities are gaining ground in field service, the main barriers to implementation and how to overcome them. Key takeaways include:

-Early applications of AR/VR technology for troubleshooting
-Linking AR/VR capabilities with the Internet of Things for full integration
-Innovative customer experiences created by AR and VR
-Leveraging visual assistance for training and improved first-time fix rates

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

2:50 pm - 3:10 pm Case Study: What if Clinical Data Was More Predictive?

As a Silicon Valley based company pioneering predictive health, Potrero Medical helps providers treat the most critically ill patients with data powered devices that predict health and guide treatments. 

Join Joe Urban to hear about the MedTech Innovator’s mission, the company’s first predictive health platform – Accuryn monitor and smart sensing catheters – and the transformative role of machine learning and artificial intelligence in healthcare. Main takeaways include:

-Developing an artificial intelligence platform for critically ill patients
-The next generation of smart sensors and artificial intelligence
-Leveraging smart technology to predict adverse outcomes in critical care settings

2:50 pm - 3:10 pm Case Study: Legacy Modernization – Transitioning to Salesforce for Service

-Transitioning to tech-enabled processes
-Managing upgrades and system updates

Kelly O’Neal, Director of Service at Monteris Medical

Kelly O’Neal

Director of Service
Monteris Medical

3:00 pm - 3:50 pm Small Group Workshop

Small Group Networking:

Meet with a small group of industry practitioners to discuss your pressing challenges and service growth opportunities in response to a question/challenge posed by the workshop host. 

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

The Internet of Things (IoT) and Artificial Intelligence (AI) are fueling a rapid transformation of the manufacturing industry, and medical device companies clearly understand the implications of a delayed adoption of these innovative technologies. However, incorporating IoT and AI in product offerings is easier said than done, and the debate on how to succeed in it is only going to intensify in the near future. 

So what do you need to know about the emerging healthcare solutions, and how can they help you achieve the goal of successful servitization? Join this interactive panel discussion for an overview of real-life IoT and AI use cases and walk away with practical recommendations on how to:

-Put these technologies to work in order to elevate your field service to the next level
-Secure technology investments internally and expedite IoT and AI revenue realization
-Overcome the challenge of technology incompatibilities
-Navigate through unforeseen complexities of the IoT and AI technologies
-Prevent IoT project failures through hands-on collaboration with your technology partners

Daniel Sullivan, Vice President Customer Success at Parata Systems

Daniel Sullivan

Vice President Customer Success
Parata Systems

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

Venk Varadan

Co-Founder & Chief Executive Officer
Nanowear

Ahu Faust, Executive Director, Procurement at DuPage Medical Group

Ahu Faust

Executive Director, Procurement
DuPage Medical Group

3:10 pm - 3:50 pm Panel Interactive: It’s About People: Hacking Your Company Culture to Drive Transformation

Technological advancements and digital transformation are changing the world and create new opportunities for leaders and managers who have organizational design, culture and employee engagement at the top of the list. However, medical device manufacturers with limited human capital and budgetary constraints are finding it difficult to keep up with the ever-accelerating pace of innovation and the need to modernize their existing infrastructure. So what do you do, how do you secure your market share in the not-so-distant future when all-things-digital becomes a must?

Join this panel interactive for a discussion about how to survive and thrive in the evolving environment. We’ll look into:

-How technology and digitalization are changing the working environment
-The need to hire and retain digital-savvy talent, and best practices in getting it done
-Overcoming the fear of technology as a replacement for existing workforce
-Aligning cross-functional teams around the same goals for improved business decision-making and customer satisfaction

Hogie Saunders, Vice President of Service and Clinical Operations at Ziehm Imaging – OrthoScan, Inc

Hogie Saunders

Vice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc

Jim Palastra

Senior Vice President, Global Services
Cynosure

3:00 pm - 3:50 pm Small Group Workshop

Small Group Networking:

Meet with a small group of industry practitioners to discuss your pressing challenges and service growth opportunities in response to a question/challenge posed by the workshop host. 

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

Networking opportunity: Benchmark best practices and pressing challenges of IoT technology adoption in a small group setting in response to a question/challenge posed by the panel moderator.
Daniel Sullivan, Vice President Customer Success at Parata Systems

Daniel Sullivan

Vice President Customer Success
Parata Systems

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

Venk Varadan

Co-Founder & Chief Executive Officer
Nanowear

Ahu Faust, Executive Director, Procurement at DuPage Medical Group

Ahu Faust

Executive Director, Procurement
DuPage Medical Group

3:50 pm - 4:10 pm Panel Interactive Working Groups: Hacking Your Company Culture to Drive Transformation

Networking opportunity: Discuss change management pressing challenges in a small group setting in response to a question/challenge posed by the panel moderator.
Hogie Saunders, Vice President of Service and Clinical Operations at Ziehm Imaging – OrthoScan, Inc

Hogie Saunders

Vice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc

Jim Palastra

Senior Vice President, Global Services
Cynosure

3:00 pm - 3:50 pm Small Group Workshop

Small Group Networking:

Meet with a small group of industry practitioners to discuss your pressing challenges and service growth opportunities in response to a question/challenge posed by the workshop host. 

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

4:10 pm - 4:50 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

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.Getting Actionable Service Insights from the Data You Are Collecting
Corey Pawlichuk, Director, Technical Service Operations ADD Transfusion Medicine, Abbott Laboratories

2.Leveraging Field Suggestion Systems to Improve Service
Eric Paulik, Director Field Service - Image Guided Therapy Devices, Philips

3.Armed with Technology – Achieving Improvements in Customer Experience
Leopoldo Peña, Director Global Technical Support, Alcon (TENTATIVE)

4.Best Practices in Medical Device Installation and Servicing 
James DiVecchia, Service Manager – West, Monteris Medical

5.In Pursuit of Service Profitability – Lessons Learned and Pitfalls to Avoid
Tom Buckley, Director - Capital Equipment Technical Services, Boston Scientific

6.Education and Certification Services as a Mechanism to Drive Customer Loyalty
Seema Rego, Associate Director Global Clinical Operations, Illumina

7.Topic TBC
Ed Klosterman, Director, U.S. Field Service Operations, bioMérieux

8.Winning at Service Contract Negotiations 
Yvette Porter, Manager of Purchasing and Contracts, Vanderbilt University Medical Center 

9.Change Management & Work Processes Standardization

10.Recruiting Millennials to Field Service 
Corey Pawlichuk, Sr. Manager, Global Service at Abbott

Corey Pawlichuk

Sr. Manager, Global Service
Abbott

Eric Paulik, Senior Director, Global Field & Customer Service at Spectranetics

Eric Paulik

Senior Director, Global Field & Customer Service
Spectranetics

Leopoldo Peña, Director Global Technical Support at Alcon

Leopoldo Peña

Director Global Technical Support
Alcon

James DiVecchia, Service Manager – West at Monteris Medical

James DiVecchia

Service Manager – West
Monteris Medical

Tom Buckley, Director, Global Technical Service at Boston Scientific

Tom Buckley

Director, Global Technical Service
Boston Scientific

Seema Rego, Associate Director, Global Clinical Operations at Illumina, Inc.

Seema Rego

Associate Director, Global Clinical Operations
Illumina, Inc.

Ed Klosterman, Director, U.S. Field Service Operations at bioMerieux

Ed Klosterman

Director, U.S. Field Service Operations
bioMerieux

Yvette Porter, Manager of Purchasing and Contracts at Vanderbilt University Medical Center

Yvette Porter

Manager of Purchasing and Contracts
Vanderbilt University Medical Center

6:00 pm - 7:00 pm Networking Cocktail Reception

6:00 pm - 7:00 pm 15 Years of Service Whiskey Tasting

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