Field Service Medical 2020

February 24 - 26, 2020

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 at Field Service Medical

Antonia Kay

Program Director
Field Service Medical

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

Antonia Kay, Program Director at Field Service Medical

Antonia Kay

Program Director
Field Service Medical

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

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

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

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.

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

John Liebig

Vice President, Field Service & Technical Support
Hologic

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

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 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 at Siemens Healthineers

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

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 

Rick Brandl, Senior Director, Global Service Operations at Medtronic

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?

Sarah Wright, Director, Support Services – SaaS at ResMed

Sarah Wright

Director, Support Services – SaaS
ResMed

Landon Vaughn, Senior Director, Customer Solutions at Illumina

Landon Vaughn

Senior Director, Customer Solutions
Illumina

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

David A. Schauble

Regional Sales Manager
FedEx Trade Networks

Rodney Holmes, Senior Manager, Digital Innovation at Kalypso

Rodney Holmes

Senior Manager, Digital Innovation
Kalypso

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

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.
Shannon O. Bray, Senior Manager US Technical Operations and Customer Delivery at BD

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

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.

Dr. Marlene Kolodziej, AVP, Service Delivery at Northwell Health

Dr. Marlene Kolodziej

AVP, Service Delivery
Northwell Health

Ravi Kuppuraj, Connected Sensing Venture Business Leader CEO at Philips

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


12:10 pm - 1:10 pm Private Lunch Sponsored by FedEx

Sponsors:
FedEx
*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 How Counter Terrorism Units Use Artificial Intelligence to Save the World

A combination of artificial intelligence and experts’ wisdom has become the ultimate edge in fighting terror across the globe. Join us in this session to learn how the best counter terrorism units in the world use artificial intelligence to handle big data, make snap decisions and extract life saving insights from what may have once been considered useless data. Learn how we brought the same approach to the medical world to maximize machine uptime. 

We call it, Uptime as a Service.

Assaf Melochna, COO & Co-Founder at Aquant

Assaf Melochna

COO & Co-Founder
Aquant

Shahar Chen, CEO & Co-Founder at Aquant

Shahar Chen

CEO & Co-Founder
Aquant

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 Sonexus™ Access and Patient Support at Cardinal Health

Tara Herington

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

Michael Queen, Area Service Director, East at Luminex Corporation

Michael Queen

Area Service Director, East
Luminex Corporation

Roy Dockery, Vice President, Field Operations at Swisslog Healthcare

Roy Dockery

Vice President, Field Operations
Swisslog Healthcare

2:40 pm - 3:00 pm Improving Your Customer Service Journey Experiences without Having to Turn Your Organization Upside Down

This quick-fire session will provide you with some proven best practices in communication within the customer journey from requesting Field Service to service completion. 
Understand what are the key influencers to providing fantastic service quality from your customers perspective that will lead to improved CX as well as increased retention / renewal rates and improved operational effectiveness…And all that in 20 Minutes!
Duncan Heal, CEO/Managing Director at Marketii

Duncan Heal

CEO/Managing Director
Marketii

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

Umesh Satyanarayana, Area VP – Medical / Life Sciences Practice at L&T Technology Services

Umesh Satyanarayana

Area VP – Medical / Life Sciences Practice
L&T Technology Services

1:30 pm - 1:50 pm Case Study: Expediting Customer Onboarding to Drive Revenue Generation

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.

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

Seema Rego

Associate Director, Global Clinical Operations
Illumina, Inc.

1:50 pm - 2:00 pm Innovation Spotlight

Sponsors:
PTC


Kevin Foster, Senior Director of Product Marketing at PTC

Kevin Foster

Senior Director of Product Marketing
PTC

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, Senior Director Global IVD Application Support at Genomic Health

Jodee Steinberg

Senior Director Global IVD Application Support
Genomic Health

Geoff Bragg, Director, Global Service and Repair at Arthrex

Geoff Bragg

Director, Global Service and Repair
Arthrex

Kelly O’Neal, Director of Service at Monteris Medical

Kelly O’Neal

Director of Service
Monteris Medical

Umesh Satyanarayana, Area VP – Medical / Life Sciences Practice at L&T Technology Services

Umesh Satyanarayana

Area VP – Medical / Life Sciences Practice
L&T Technology Services

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

Umesh Satyanarayana, Area VP – Medical / Life Sciences Practice at L&T Technology Services

Umesh Satyanarayana

Area VP – Medical / Life Sciences Practice
L&T Technology Services

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**
RSVP required - invites will be sent out two weeks before the conference.
Tyrone Scott, Vice President, Customer Experience and Field Service at Hologic

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 Essential Technologies For Mobile Field Service Management **Limited seating, advance sign-up required**

**Limited seating, advance sign-up required**
RSVP required, invites will be sent out two weeks before the conference.
Jakrey Myers, Senior Digital Project Manager, Global Service and Support at Thermo Fisher Scientific

Jakrey Myers

Senior Digital Project Manager, Global Service and Support
Thermo Fisher Scientific

3:00 pm - 3:40 pm Afternoon Refreshment & Networking Break in the Exhibit Hall

3:40 pm - 4:00 pm Keynote: Transitioning from Reactive to Proactive Service

Reactive service approach can be detrimental to your relationship with the customer and your business in general. While fixing unexpected equipment breakdowns as soon as they happen is important, the high costs associated with operating in reactive mode can never be returned. 

Nevertheless, the transition to a proactive service model cannot be completed with a simple flip of a switch. Join the discussion about the roadblocks Omnicell encountered upon transitioning to preventative maintenance and the evolutionary steps the company took to:

-Analyze historical data to conceptualize proactive maintenance timelines and decisions
-Develop predictive analysis and algorithms to predict failures before they happen
-Select the right technology to complete the transition to proactive service  
-Embed sensor technology in field service for real-time equipment performance monitoring

Bradley Devine, Senior Director Operations, IV Solutions at Omnicell

Bradley Devine

Senior Director Operations, IV Solutions
Omnicell

4:00 pm - 4:30 pm Customer Keynote: Customer’s Perspective on Vertical Healthcare Collaboration: Including Suppliers in Capital Planning

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

F. Mike Busdicker, System Director, Clinical Engineering at Intermountain Healthcare

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

Sponsors:
Acumatica
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.


Jeremy Potoka, Acumatica Cloud Solution Architect at SWK Technologies

Jeremy Potoka

Acumatica Cloud Solution Architect
SWK Technologies

4:40 pm - 5:00 pm Guest Speaker Keynote 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

Christine Hansen, Founder at Sleep Like A Boss

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. How Medical Field Service Organizations Use New Technology Innovations to Drive Predictive Outcomes
  • Jeff Marsalis, Senior Dynamics 365 Consultant, JourneyTEAM

5. Deriving Meaningful Insights to Improve Customer Experience – Data Sources, Best Practices & Analytics
  • Jyotirmay Datta, EVP – Medical & Life Sciences,  L&T Technology Services

6. Turning Service Excellence and Customer Feedback Into Revenue
  • Derick White, Vice President of Business Development, Service 800

7. Four Secrets of Growing Customer Loyalty
  • Bryna Moloighney, Strategic Account Manager, ProntoForms



Christian Eras, Vice President, Global Service at Ziehm Imaging GmbH

Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

Marc Guthrie, COO at Help Lightning

Marc Guthrie

COO
Help Lightning

Leo Rota, Director of Customer Success at Turbo Systems

Leo Rota

Director of Customer Success
Turbo Systems

Jeff Marsalis, Senior Dynamics 365 Consultant at JourneyTEAM

Jeff Marsalis

Senior Dynamics 365 Consultant
JourneyTEAM

Jyotirmay Datta, Executive Vice President at L&T Technology Services

Jyotirmay Datta

Executive Vice President
L&T Technology Services

Derick White, Vice President of Business Development at SERVICE 800

Derick White

Vice President of Business Development
SERVICE 800

Bryna Moloughney, Strategic Account Manager at ProntoForms

Bryna Moloughney

Strategic Account Manager
ProntoForms

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

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