Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day One, February 25, 2019: EVOLUTION OF FIELD SERVICE & CUSTOMER CARE: Fueling Business Growth through Field Service Efficiency and Improved Customer Experience

6:30 am - 8:00 am Continental Breakfast & Registration

8:00 am - 8:10 am Welcome Remarks & Ice Breaker

Antonia Kay - Program Director Field Service Medical
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Antonia Kay

Program Director
Field Service Medical

8:10 am - 8:20 am #CharityGame Challenge

8:20 am - 8:30 am Chairperson’s Opening Address

8:30 am - 9:00 am All-Star Fireside Chat: The Implications of Customer Care UBERization for Your Field Service Organization

John Liebig - Vice President, Field Service & Technical Support Hologic
An explosion of on-demand-services is reshaping customers’ demands and expectations around the globe, and medical device industry is no exception to this phenomenon. Based on their everyday experience as a consumer, healthcare practitioners expect instant field service and improvements in customer support. To maintain their competitive edge and retain customers, OEMs must adapt to this change and provide enhanced customer experience to their clients. 

Join this session to learn how you can to meet customers’ growing expectations and deliver proactive care they expect at the press of a button.

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John Liebig

Vice President, Field Service & Technical Support
Hologic

9:00 am - 9:20 am Keynote: Transitioning Laboratory Diagnostics Services from a Commodity Inclusion to a Value Based Delivery Model

Jon Matthews - Senior Director, Services – Western Zone Siemens Healthineers
Jon will be discussing the transition of the laboratory diagnostics service industry from a service model of warranty/contract service from an item of “included” in the price of reagents or minimal costs to one of value-based pricing and deliverables. 

Jon Matthews

Senior Director, Services – Western Zone
Siemens Healthineers

9:20 am - 9:40 am Keynote: Running a Truly Global Service Organization in a Decentralized Company

Rick Brandl - Senior Director, Global Service Operations Medtronic
Decentralized organizational structure poses numerous challenges to service and support leaders, as aligning business units and regions around the same goals becomes overly complicated. Join Rick for practical recommendations on:

-Successfully pulling together global regions
-Aligning disparate business units around the same goals
-Influencing people that do not report to you
-Getting all stakeholders on the same page around quality standards 

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Rick Brandl

Senior Director, Global Service Operations
Medtronic

9:40 am - 10:00 am Case Study: What Should You Be Doing Today to Attract the Workforce of Tomorrow?

Cynthia Lenahan-Gray - Director Talent Development and Learning Edwards Life Sciences
Is your hiring practice future-proof? Are you prepared to manage service growth and avoid knowledge retention risks? If you are thinking about the future of your staffing needs, this case study will help you:

-Understand what drives and motivates your future millennial workforce
-Efficiently train and develop field technicians with less than 10 years of experience
-Position your company to attract talented, tech-savvy problem-solvers by leveraging innovative tools and mobility

Cynthia Lenahan-Gray

Director Talent Development and Learning
Edwards Life Sciences

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

10:40 am - 11:20 am Panel: Leveraging Remote Service and Support to Meet Your Customers’ Needs and Expectations

Sarah Wright - Director, Support Services – SaaS ResMed
Remote service can truly upgrade your relationship with the customer.  The benefits associated with offering faster response and resolution rates are endless, but how can you guarantee the efficiency of your remote support programs and customer empowerment through streamlined troubleshooting assistance?

Join our expert panelists for an overview of:

-Innovative tools that help you personalize you customer care
-Enablement of remote diagnostics and accurate failure predictions
-The benefits of offering self-service options and up-to-date equipment maintenance reports to your customer on any device
-How does AI tie in with that, are there any other services that can be offered based on all the data?

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Sarah Wright

Director, Support Services – SaaS
ResMed

11:20 am - 11:40 am Solution Showcase

11:40 am - 12:20 pm Customer Panel: OEM – HCP Partnerships that Drive Medical Device Innovation

Marlene Kolodziej - AVP, Service Delivery, Enterprise Technology Services, Office of the CIO Northwell Health
Join our expert panelists from leading healthcare systems to hear about their partnerships with medical device organizations that help drive innovation in healthcare:

-How can OEM-HCP collaboration and joined competencies contribute to the development of industry standards?
-How can innovation and progress be driven through partnerships despite heavy regulations?
-Considerations for medical device cybersecurity roadblocks within healthcare and how to avoid them

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Marlene Kolodziej

AVP, Service Delivery, Enterprise Technology Services, Office of the CIO
Northwell Health

12:20 pm - 1:20 pm Luncheon For All Attendees

Track A
Top 50 – 
Expanding Sales and Service in the Face of Growing Competition

1:20 pm - 1:30 pm Track Chairperson’s Opening Address

1:30 pm - 1:50 pm Case Study: Driving Product Design and Serviceability Rigor through Internal Cross-Functional Collaboration

Curtis Woods - Director, Technical Services Fresenius Medical Care
Join this case study for practical recommendations on how to integrate serviceability into you company’s overall strategy and product design: 

-Solving your customers’ problems with ‘educated’ engineering and manufacturing 
-Building serviceability functionality in your product 
-Aligning your cross-functional teams around the goal of improved product and customer support

Curtis Woods

Director, Technical Services
Fresenius Medical Care

Track B
Start-Ups and Mid-Sized Companies – 
The Complete Guide to Market Penetration

1:20 pm - 1:30 pm Track Chairperson’s Opening Address

1:30 pm - 1:50 pm Case Study: In-Market Perspectives: From Ideation to Licensing and Commercialization

Venk Varadan - Co-Founder & Chief Executive Officer Nanowear
Join Venk to hear about Nanowear’s journey from receiving FDA 510(k) clearance for SimpleSense, its remote congestive heart failure monitoring technology, to a manufacturing partnership with The Secant Group and commercialization strategy development and execution.
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Venk Varadan

Co-Founder & Chief Executive Officer
Nanowear

Creative Boardrooms

1:20 pm - 2:10 pm Service Monetization: Delivering Value Beyond Product **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
Tyrone Scott - Vice President, Customer Experience and Field Service Hologic
To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com

Tyrone Scott

Vice President, Customer Experience and Field Service
Hologic

1:50 pm - 2:10 pm Innovation Showcase

2:10 pm - 2:50 pm Panel: Mastering the Art of Service Offerings

Tara Herington - Vice President Cardinal Health Jeff Scott - General Manager GE Healthcare
As healthcare delivery models continue to evolve, a “one-size-fits-all” service offerings approach may no longer be meeting your customer needs.

Our panelists challenge the traditional silver-gold-platinum pyramid model and debate advantages and disadvantages of increased customer segmentation and the shift from standardized tiered offerings to “build-your-own” model.

Tara Herington

Vice President
Cardinal Health

Jeff Scott

General Manager
GE Healthcare

2:50 pm - 3:10 pm Case Study: Expediting Customer Onboarding to Drive Revenue Generation

Seema Rego - Associate Director, Global Clinical Operations Illumina, Inc.
On the average, it takes 6-7 months to onboard a new customer through regular testing, which delays your revenue generation. 

Join Seema to hear about Illumina’s strategy to onboarding clients quicker and more efficiently.

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Seema Rego

Associate Director, Global Clinical Operations
Illumina, Inc.

1:50 pm - 2:10 pm Innovation Showcase

Balancing customer service and satisfaction is challenging in the best of times, but it gets especially complicated when you are operating on limited resources and on tight budgets.

Join our expert panelists to hear about their toughest serviceability challenges and best practices in meeting industry service standards in the face of budget restrictions.

Jodee Steinberg

Head of Technical Support
Miltenyi Biotec, Inc.

Geoff Bragg

Director, Global Service and Repair
Arthrex

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Kelly O’Neal

Director of Service
Monteris Medical

2:50 pm - 3:10 pm Case Study: Getting a Full Grasp of Medical Device Industry Standards and Your Organization’s Needs throughout a Business Growth Journey

Ray Wiseman - Director of Global Service & Technical Support MEDIVATORS
Ray will arm you with hands-on recommendations on all aspects of medical device development, from regulatory compliance to classification to growing your business and establishing an in-house field service organization. Main takeaways include:

-Understanding the industry standards and requirements your company must comply with at each stage
-Developing a processes and procedures documentation system to capture knowledge 
-Evaluating and implementing FS Management systems
-Scaling and training your FS workforce

Ray Wiseman

Director of Global Service & Technical Support
MEDIVATORS

2:20 pm - 3:10 pm Converting Field Service into a Profit Center **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com

3:10 pm - 3:50 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

3:50 pm - 4:30 pm Customer Keynote: Customer’s Perspective on Vertical Healthcare Collaboration: Including Suppliers in Capital Planning

F. Mike Busdicker - System Director, Clinical Engineering Intermountain Healthcare
According to An Investigation of the Healthcare Supply Chain: Literature Review, “healthcare costs are expected to grow at a rate greater than that of the GDP, reaching almost $4.6 trillion and accounting for 19.6% of the GDP by 2019”. The unsustainability of healthcare costs is evident, and healthcare providers (HCPs) are constantly tasked with delivering quality patient care at minimal costs, which has a domino effect on their expectations for medical device products and field service.

Join F. Mike Busdicker for an over view of healthcare system-supplier partnerships that enhance capital planning process through:

-Including medical device organizations in HCP’s clinical engineering and supply chain process planning and equipment evaluation
-Assessing equipment inventory across the healthcare systems – having FS organizations/partners involved in HCP planning process

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F. Mike Busdicker

System Director, Clinical Engineering
Intermountain Healthcare

4:30 pm - 4:50 pm Innovation Showcase

3:50 pm - 4:40 pm Driving the Go-To-Market Strategy and Growth Initiatives **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com
1.Running Service Organization as a Business Unit 
Tom Buckley, Director - Capital Equipment Technical Services,  Boston Scientific 

2.Developing Technical, Quality and Performance KPIs for Your Field Service Engineer Department
Christian Eras, Vice President Global Service , Ziehm Imaging GmbH 

3.Evaluating Your Customer’s Facility Requirements for Improved Product Installations
Eric Paulik, Director Field Service - Image Guided Therapy Devices, Philips

4.Finding a Balance between Service and Cost
Aleem Khawaja, Service Process Integrator, BD Life Sciences

5.The Evolving Factors Driving Customer Loyalty and Retention
Jaime Thelen, Director, Commercial Service, Medtronic

6.The Dos and Don’ts of Service Marketing
Kevin Lowitz, Director, Product Management and Marketing, Thermo Fisher Scientific

7.Field Service Solution Requirements Assessment and Implementation throughout the Growth Journey
8.Third Party Partnerships: Avoiding Risks and Maximizing Customer Satisfaction
9.Product Warranty as a Revenue Stream
10.Reducing Costs on Returns and Repairs
11.Leveraging Mobile Capabilities and Mobile Apps in Your Communication with Customers 
12.Best Practices in Tackling the Healthcare Networks Disparity Challenge


Tom Buckley

Director - Capital Equipment Technical Services
Boston Scientific

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Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

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Eric Paulik

Director Field Service - Image Guided Therapy Devices
Philips

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Aleem Khawaja

Service Process Integrator
BD Life Sciences

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Jaime Thelen

Director, Commercial Service
Medtronic

Kevin Lowitz

Director, Product Management and Marketing
Thermo Fisher Scientific

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

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