Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

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

7:00 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

Antonia Kay - Program Director, Field Service Medical
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Antonia Kay

Program Director
Field Service Medical

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

David A. Schauble - Regional Sales Manager, FedEx Trade Networks
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David A. Schauble

Regional Sales Manager
FedEx Trade Networks

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

David A. Schauble - Regional Sales Manager FedEx Trade Networks 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

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David A. Schauble

Regional Sales Manager
FedEx Trade Networks

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

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

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Landon Vaughn

Senior Director, Customer Solutions
Illumina

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David A. Schauble

Regional Sales Manager
FedEx Trade Networks

11:00 am - 11:20 am Implementing Effective Remote Expertise: The Real Value of Merged Reality

Shannon O. Bray - Senior Manager US Technical Operations and Customer Delivery, BD
Forward thinking service organizations are incorporating Merged Reality solutions into their service delivery processes. Becton Dickinson, a global medical technology company is using Merged Reality to reduce costs, improve fix rates, cost effective train new hires, decrease time to resolution and deliver better customer experiences.
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Shannon O. Bray

Senior Manager US Technical Operations and Customer Delivery
BD

11:20 am - 12:00 pm Customer Case Study: OEM – HCP Partnerships that Drive Medical Device Innovation

Dr. Marlene Kolodziej - AVP, Service Delivery, Northwell Health Ravi Kuppuraj - Connected Sensing Venture Business Leader CEO, Philips
Join this co-presentation to hear about Northwell Health and Philips collaboration on Connected Sensing Venture, their combined effort in driving industry innovation and overcoming the challenge of medical device cybersecurity roadblocks, all while delivering improved care to the patient.

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Dr. Marlene Kolodziej

AVP, Service Delivery
Northwell Health

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Ravi Kuppuraj

Connected Sensing Venture Business Leader CEO
Philips

12:00 pm - 12:10 pm Lunchtime Walk


12:10 pm - 1:10 pm Luncheon For All Attendees

12:10 pm - 1:10 pm Private Lunch Sponsored by Quest International

*By invite only


1:10 pm - 1:20 pm Reconvening for Tracks and Workshops


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 Innovation Showcase



1:50 pm - 2:00 pm Innovation Spotlight

Kevin Foster - Senior Director of Product Marketing, PTC


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Kevin Foster

Senior Director of Product Marketing
PTC

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.

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Tara Herington

Vice President, Cardinal Health Sonexus™ Access and Patient Support
Cardinal Health

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Michael Queen

Area Service Director, East
Luminex Corporation

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Roy Dockery

Vice President, Field Operations
Swisslog Healthcare

2:40 pm - 3:00 pm Innovation Showcase



3:00 pm - 3:20 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.

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 - 2:00 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

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.

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Jodee Steinberg

Head of Technical Support
Miltenyi Biotec, Inc.

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Geoff Bragg

Director, Global Service and Repair
Arthrex

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Kelly O’Neal

Director of Service
Monteris Medical

2:40 pm - 3:00 pm Panel Interactive Working Groups

3:00 pm - 3:20 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

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Ray Wiseman

Director of Global Service & Technical Support
MEDIVATORS

Creative Boardrooms

1:30 pm - 2:20 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
RSVP required - invites will be sent out two weeks before the conference.
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Tyrone Scott

Vice President, Customer Experience and Field Service
Hologic

2:30 pm - 3:20 pm Converting Field Service into a Profit Center **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
RSVP required, invites will be sent out two weeks before the conference.

3:30 pm - 4:20 pm Driving the Go-To-Market Strategy and Growth Initiatives **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
RSVP required, invites will be sent out two weeks before the conference.

3:20 pm - 4:00 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

4:00 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 - 4:40 pm Innovation spotlight: Modern Cloud Platform for the Growing Field Service Organization

Jeremy Potoka - Cloud Solution Architect, SWK Technologies
This spotlight presentation will be of interest to operation, financial and technology focused attendees. You will be introduced to the Acumatica Field Service Edition, a modern cloud platform for the integrated field service company companies. The solution is fully mobile, accessible on any phone or tablet, and is easy to integrate with self-service reporting. A robust platform for small to mid-sized businesses, Acumatica includes specific modules for field services, equipment management, inventory, sales, sourcing, accounting, CRM, and BI. All applications are integrated with a single database, and Acumatica extends to other systems easily. Examples of real-life use cases will demonstrate the ROI of having an integrated mobile platform with companywide data that is always up-to-date.
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Jeremy Potoka

Cloud Solution Architect
SWK Technologies

4:40 pm - 5:00 pm Guest Speaker Keynote Sleep Like A Boss

Christine Hansen - Founder, Sleep Like A Boss
Meet Christine Hansen, sleep expert for CEOs, executives and successful entrepreneurs who want to sleep but can’t.

As a field service executive, you are really good at solving problems and keeping customers happy. But do you often find yourself having trouble falling asleep at night, pondering over upcoming work meetings, team trainings and customer calls? If the answer is yes,  Christine will help you go from 3-4 hours of broken sleep to full nights of deep shut eye and energy that lasts all day:

  • Get a full control of your sleep to improve your personal and professional life
  • Boost your energy and productivity levels
  • Take your career superpowers to the next level

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Christine Hansen

Founder
Sleep Like A Boss

Interactive Roundtable Discussions

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

2. Using Augmented Reality to Deliver Better Patient Outcomes
  • Marc Guthrie, COO, Help Lightning

3. Leveraging Mobile Capabilities and Mobile Apps in Your Communication with Customers 
  • Leo Rota, Director of Customer Success, Turbo Systems

4. Innovations in Medical Field Service Technologies
  • Jeff Marsalis, Senior Dynamics 365 Consultant, JourneyTEAM

Topics TBC:

5. L&T Technology
6. ProntoForms






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Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

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Marc Guthrie

COO
Help Lightning

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Leo Rota

Director of Customer Success
Turbo Systems

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Jeff Marsalis

Senior Dynamics 365 Consultant
JourneyTEAM

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

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