Field Service Medical 2025
2025
TBD
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
8:30 am - 8:40 am
Welcome Remarks & #CharityGame Winner Announcement
Antonia Kay -
Program Director,
Field Service Medical
8:40 am - 9:00 am
Bridging the ‘Baby Boomer – Millennial’ Gap in Your Talent Management Efforts
Roy 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?
9:00 am - 9:30 am
Case Study: FSEs Who Sell: Soft Skills Training for Improved Customer Experience
Steve 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?
9:30 am - 10:00 am
Fireside Chat: The Impact of Innovative Technologies on Your Training Programs
Hogie 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 Saunders
Vice President of Service and Clinical OperationsZiehm Imaging – OrthoScan, Inc
10:30 am - 11:10 am
Morning Refreshment & Networking Break in the Exhibit Hall
10:30 am - 11:10 am
Panel Interactive: Connecting the Dots: Using the Right Tools and Technology to Empower Your Field Service Engineers
Mukundakumar K -
Head – Digital Health, CTO Office,
L&T Technology Services
Juan Cruz -
Senior Manager – National Field Services,
Fresenius Medical Care
Bradley Devine -
Senior Director Operations, IV Solutions,
Omnicell
Tyrone Scott -
Vice President, Customer Experience and Field Service,
Hologic
Chris Lavrich -
Senior Manager LSP – Technology Planning,
Philips Healthcare N.A.
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?
11:10 am - 11:30 am
Panel Interactive Working Groups
Mukundakumar K -
Head – Digital Health, CTO Office,
L&T Technology Services
11:30 am - 12:00 pm
Post-It Panel: Field Service Figured Out
Jodee Steinberg -
Senior Director Global IVD Application Support,
Genomic Health
Byron Clark -
Vice President - North America Field Service,
Acelity
Sarah Wright -
Director, Support Services – SaaS,
ResMed
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.
