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

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 over breakfast in an informal setting.

*Invite-Only –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 - 9:15 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 at W. L. Gore & Associates

Debra Waiters

Supply Chain
W. L. Gore & Associates

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

10:40 am - 11:20 am Morning Refreshment and Networking Break in the Exhibit Hall

11:20 am - 12:00 pm 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 TEDx and Stand-up Comedian

Joze Piranian

Transformational Speaker
TEDx and Stand-up Comedian

12:00 pm - 1:00 pm Solution Specific Use Cases

Small Group Networking: Are you looking to invest in a new technology and are not sure how to tick all the boxes? We are happy to help! Field Service Medical Solution Specific Use Cases are focused on technologies that our audience said were on their top priorities list – they will run in a roundtable format and will give you a perfect opportunity to meet with innovative solution providers whose products are pre-validated and match your company’s needs! Key technologies include:

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

Track A: High-Tech & Innovation

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

Track A: High-Tech & Innovation

2:15 pm - 2:35 pm Case Study: Get Your Boss to Buy In: Artificial Intelligence (AI) Investments and Implementation
According to the latest Gartner projections, 10% of emergency field service work will be both triaged and scheduled by artificial intelligence by 2020, up from less than 1% in 2017. Moreover, by 2022, one-third of complex field service organizations will utilize machine learning to predict work duration and parts requirements, rising from less than 2% in 2019. 

Are you on the early adopters’ side, or is AI-enabled field service is just wishful thinking?  

Join Greg McCormick and James Gable for an overview of Stryker’s AI launch initiative and practical recommendations on:

- Generating initial interest 
- Building financial case 
- Gaining leadership buy-in
Greg McCormick, IS Director, Business Partner at Stryker

Greg McCormick

IS Director, Business Partner
Stryker

James Gable, Senior Service Delivery Manager at Stryker

James Gable

Senior Service Delivery Manager
Stryker

Track A: High-Tech & Innovation

2:35 pm - 2:55 pm Presentation
Sponsors:
After, Inc.


Track A: High-Tech & Innovation

2:55 pm - 3:35 pm Panel Interactive: IoT and AI – Achieving the Goal of Connected Field Service
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, VP Strategic Sourcing at TIDI Products

Ahu Faust

VP Strategic Sourcing
TIDI Products

Track A: High-Tech & Innovation

3:35 pm - 3:50 pm Panel Interactive Working Groups
Discuss your IoT and AI projects, challenges and opportunities in response to a question/challenge posed by the panel moderator.

Track B: Cultural & Organizational Change Management

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

Track B: Cultural & Organizational Change Management

2:20 pm - 2:40 pm Case Study: Service Certifications: Achieving Operational Maturity of a Field Service Organization

Rene Schneider, Senior Manager Field Service and Support at Fresenius Kabi USA

Rene Schneider

Senior Manager Field Service and Support
Fresenius Kabi USA

Track B: Cultural & Organizational Change Management

2:35 pm - 2:45 pm Innovation Spotlight

Track B: Cultural & Organizational Change Management

2:45 pm - 2:55 pm Innovation Spotlight

Track B: Cultural & Organizational Change Management

2:55 pm - 3:35 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

Jodee Steinberg, Senior Global IVD Applications Support Director at Exact Sciences

Jodee Steinberg

Senior Global IVD Applications Support Director
Exact Sciences

Track B: Cultural & Organizational Change Management

3:35 pm - 3:50 pm Panel Interactive Working Groups
Benchmark change management best practices and pressing challenges in response to a question/challenge posed by the panel moderator.

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**

Track C: Small Group Workshops

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**

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

4:30 pm - 4:40 pm Innovation Spotlight

4:40 pm - 4:50 pm Innovation Spotlight

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.  Increasing Service Revenue with Digital
  • Chetan Makam, Vice President Global Services, TerumoBCT
 
2.  Getting Actionable Service Insights from the Data You Are Collecting
  • Corey Pawlichuk, Director, Technical Service Operations ADD Transfusion Medicine, Abbott Laboratories
 
3.  Leveraging Field Suggestion Systems to Improve Service
  • Eric Paulik, Director Field Service – Image Guided Therapy Devices, Philips
 
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, Senior Director of Capital Equipment Technical Services, Boston Scientific
 
6.  Education and Certification Services as a Mechanism to Drive Customer Loyalty
  • Seema Rego, Former Associate Director Global Clinical Operations, Illumina
 
7.  Driving Field Service Innovation
  • Ed Klosterman, Director, U.S. Field Service Operations, bioMerieux
 
8.  Winning at Service Contract Negotiations
  • Yvette Porter, Manager of Purchasing and Contracts, Vanderbilt University Medical Center 
Chetan Makam, Vice President Global Services at TerumoBCT

Chetan Makam

Vice President Global Services
TerumoBCT

Corey Pawlichuk, Sr. Manager, Global Service at Abbott

Corey Pawlichuk

Sr. Manager, Global Service
Abbott

Eric Paulik, Director, Global Field & Customer Service at Philips

Eric Paulik

Director, Global Field & Customer Service
Philips

James DiVecchia, Service Manager – West at Monteris Medical

James DiVecchia

Service Manager – West
Monteris Medical

Tom Buckley, Senior Director of Capital Equipment Technical Services at Boston Scientific

Tom Buckley

Senior Director of Capital Equipment Technical Services
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

4:50 pm - 5:50 pm Women in Field Service Wine Tasting

Small Group Networking: Join your fellow female peers for wine tasting and an open discussion on women in service and support. Reinvigorate your career, support the growth of professional women, learn how to navigate the corporate jungle gym, and position your mentees (and yourself!) for success.

*By invite only, RSVP required

6:00 pm - 7:00 pm Mardy Gras Party

Just because you’ll be in San Diego, we don’t want you to miss the biggest party of the year! Join our Mardi Gras reception for jazz tunes, Cajun bites and tasty cocktails.  

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