February 25 - 27, 2019
Rancho Bernardo Inn, San Diego, CA
Day Three, February 27, 2019: TALENT MANAGEMENT: Revamping Your Talent Management Strategy to Attract and Retain Top Field Service Workforce
Day One, February 25, 2019: EVOLUTION OF FIELD SERVICE & CUSTOMER CARE: Fueling Business Growth through Field Service Efficiency and Improved Customer Experience Day Two, Februarys 26, 2019: INNOVATE TO COMPETE: Leveraging IoT and State-of-the-Art Technologies to Deliver Better Customer Experience and Patient Care Day Three, February 27, 2019: TALENT MANAGEMENT: Revamping Your Talent Management Strategy to Attract and Retain Top Field Service Workforce
7:30 am - 8:30 am Continental Breakfast & Registration
8:40 am - 9:00 am Keynote: Driving Service Profit Chain through Field Service Team SatisfactionByron Clark - Vice President - North America Field Service, Acelity
While the adoption of innovative technology is fundamental to the future of field service and your company’s place on the marketplace, your service operations would come to a halt without informed, productive and effective technical support and field technician teams. In order to implement your vision and propel your business success, you need to first and foremost focus on field service team satisfaction. Tune in for practical recommendations on:
-Pairing your field service talent with new technology to deliver improved customer service and business opportunities for your customers
-Enabling and empowering your field technicians and technical support teams through strong onboarding and training programs
Byron ClarkVice President - North America Field Service
9:00 am - 9:30 am Case Study: FSEs Who Sell: Soft Skills Training for Improved Customer ExperienceSteve Nava - Senior Director, Global Field Service, Luminex Corporation
While HCPs continuously ask for service channels that require minimal human interactions, they still need highly-skilled support when issues become complicated. However, in many instances field service technicians dispatched to the site lack effective communication and sales skills, which may create roadblocks in delivering excellent customer experience and developing lasting relationships with customers.
-Are your FSEs fully trained to think on their feet and efficiently respond to your customers’ needs?
-What can you do to close the technical skills and communication gap?
-How can you build a working environment that promotes front-line employees’ confidence and soft skills?
Steve NavaSenior Director, Global Field Service
9:30 am - 10:10 am Panel Interactive: Connecting the Dots: Using the Right Tools and Technology to Empower Your Field Service EngineersJuan Cruz - Senior Manager – National Field Services, Fresenius Medical Care John Liebig - Vice President, Field Service & Technical Support, Hologic Aaron Goryl - General Manager, In-House & On-Demand Services, GE Healthcare Seema Rego - Associate Director, Global Clinical Operations, Illumina, Inc.
The disconnection of field service technicians from the corporate office oftentimes feeds into their performance and has a significant impact on the company’s bottom line. So what are some of the strategies around connecting and engaging your field force?
-Training and continuous learning – are you providing your FSEs with the tech knowledge they need?
-Smart resource management – are you putting the right FSEs in front of the right jobs and customers?
-Technology – do your FSEs have access to vital tools and equipment that would allow them to increase their first-time fix rates?
-Inclusion – do you include your FSEs in staff meetings to keep them engaged? Do you ask for your their’ feedback in technology selection and piloting?
-Operational support – are your operations streamlined to make it easier for FSEs to get parts when they need them?
Juan CruzSenior Manager – National Field Services
Fresenius Medical Care
John LiebigVice President, Field Service & Technical Support
Aaron GorylGeneral Manager, In-House & On-Demand Services
Seema RegoAssociate Director, Global Clinical Operations
10:10 am - 10:30 am Panel Interactive Working Groups
10:30 am - 11:10 am Morning Refreshment & Networking Break in the Exhibit Hall
11:10 am - 11:30 am Fireside Chat: The Impact of Innovative Technologies on Your Training ProgramsHogie Saunders - Vice President of Service and Clinical Operations, Ziehm Imaging – OrthoScan, Inc
Continuing the discussion about the vital role technology plays in advancing the healthcare industry progress and innovation, this keynote addresses the challenge of upgrading training programs and talent management methodologies in the view of the implementation of new tools and capabilities:
-How does your ongoing field service digitalization impact your talent base?
-Do your training programs adhere to the latest implemented technology?
-Do you use innovative technologies to engage and motivate your field service technicians?
-Do you use technology to promote your brand attractiveness in the recruitment space?
Hogie SaundersVice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc
11:30 am - 11:40 am Innovation Spotlight
11:40 am - 12:00 pm Bridging the ‘Baby Boomer – Millennial’ Gap in Your Talent Management EffortsRoy Dockery - Vice President, Field Operations, Swisslog Healthcare
According to a recent Aberdeen report, service executives consider skill shortage to be a top current market pressure. About 45% of surveyed service organizations indicated that they are struggling with an aging workforce as the baby boomer generation gradually retires and attracting millennials to fill their jobs is not an easy task.
-How do you lead across generation change and adjust your strategy to attract and retain millennial talent?
-How do you invest in protecting your brightest engineers and go head to head with cross-industry competition?
-How do you select productivity tools and use technology to enable your new workforce?
-How do you identify areas for development to maximize employee success?
Roy DockeryVice President, Field Operations
11:10 am - 12:00 pm Successful Management of Third Party Field Workforce **Limited seating, advance sign-up required**
**Limited seating, advance sign-up required**
12:00 pm - 12:40 pm Post-It Panel: Field Service Figured OutJodee Steinberg - Head of Technical Support, Miltenyi Biotec, Inc. Byron Clark - Vice President - North America Field Service, Acelity
Post your burning questions about customer service and support, talent management, regulatory compliance and technological innovation to have our panellists offer advice on your biggest challenges and recommend actionable solutions that you can apply as soon as you are back to the office.
Jodee SteinbergHead of Technical Support
Miltenyi Biotec, Inc.
Byron ClarkVice President - North America Field Service