Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

Day Two, Februarys 26, 2019: INNOVATE TO COMPETE: Leveraging IoT and State-of-the-Art Technologies to Deliver Better Customer Experience and Patient Care

7:30 am - 8:30 am Continental Breakfast & Registration

7:30 am - 8:30 am Breakfast VIP Think Tank – Field Service and Support Leaders *Invite-Only – pre-event RSVP required

*Invite-Only – pre-event RSVP required
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Antonia Kay

Program Director
Field Service Medical

8:45 am - 9:00 am Chairperson’s Opening Address

Kevin Foster - Senior Director of Product Marketing, PTC


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Kevin Foster

Senior Director of Product Marketing
PTC

9:00 am - 9:30 am Case Study: Illumina Proactive: Transforming Medical Device Diagnostics with AI Capabilities

Landon Vaughn - Senior Director, Customer Solutions, Illumina Greg Apker - Senior Deep Learning/AI Engineer, Illumina
Join Landon to hear about Illumina’s AI-enabled monitoring service and the essential role of tracking and leveraging instrument performance data in:

-Enabling proactive maintenance
-Maximizing instrument uptime
-Troubleshooting runs more efficiently
-Preventing loss of time, labor, and precious samples

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Landon Vaughn

Senior Director, Customer Solutions
Illumina

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Greg Apker

Senior Deep Learning/AI Engineer
Illumina

According to an IDC's Worldwide Semiannual Internet of Things Spending Guide, worldwide IoT spending is forecast to sustain a compound annual growth rate (CAGR) of 14.4% through the 2017-2021 forecast period surpassing the $1 trillion mark in 2020 and reaching $1.1 trillion in 2021. Leading medical device organizations have already started their digital transformation journey, and our expert panelists will delve into the role of automation and real-time analytics in reshaping their field service management and discuss how they are harnessing the ROI of the IoT technology they have implemented. The main takeaways include:

-Achieving company-wide, executive-level buy-in on pioneering the adoption of  the Internet of Things (IoT) 
-Evaluating your business processes to find balance between your business needs and strategic vision
-Aligning your processes and human resources with digitalization objectives to unlock the true value of IoT
-Developing a system of metrics and KPIs to demonstrate the ROI on IoT investment
-Automating field service to reduce callbacks and achieve the goal of expedited troubleshooting
-Monitoring performance for continuous improvement
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Jeff Journey

Senior Director of Service Strategy
Thermo Fisher Scientific

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Aaron Goryl

General Manager, In-House & On-Demand Services
GE Healthcare

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Kevin Foster

Senior Director of Product Marketing
PTC

10:10 am - 10:30 am Keynote: Transitioning from Reactive to Proactive Service

Bradley Devine - Senior Director Operations, IV Solutions, Omnicell
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

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Bradley Devine

Senior Director Operations, IV Solutions
Omnicell

10:30 am - 11:10 am Morning Refreshment Break in the Exhibit Hall

11:10 am - 11:30 am Compliance at Technicians’ Fingertips

Lubor Ptacek - Vice President, Product Marketing, ServiceMax
Field service professionals in regulated industries understand the importance of adhering to regulatory requirements.  A failure to comply might not only result in a regulatory incident but it may mean life or death. Service organizations in life sciences and medical device manufacturing have to deal with the challenge of pursuing their business goals while adhering to the regulatory requirements.  This keynote will discuss how your field service technology and mobile devices can meet and exceed compliance goals while pursuing exceptional business results. 
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Lubor Ptacek

Vice President, Product Marketing
ServiceMax

11:30 am - 11:50 am Regulatory Keynote: FDA CDRH Reorganization: One-Stop Shop for Regulatory and Compliance Information

Daniel Walter - Supervisor, Consumer Safety Officer, FDA
By the end of 2018, the industry anticipates the approval of the FDA Center for Devices and Radiological Health’s (CDRH) plan for reorganization, which will result in the downsizing of the Center’s seven offices into four. Join this keynote for an overview of what drove this effort, the reorganization plan specifics you should be aware of and some of the restructuring implications for your business.

Daniel Walter

Supervisor, Consumer Safety Officer
FDA

Do regulatory compliance challenges and concerns keep you up at night? This year, you have a unique opportunity to send your questions to our expert from the FDA before the event to have him research your inquiry and provide the most thorough and concise answer at the forum. You get a chance to shape the discussion, so don’t miss out on the opportunity to get your voice heard! Submit your questions to the FDA via email at antonia.kay@wbresearch.com

Daniel Walter

Supervisor, Consumer Safety Officer
FDA

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

12:10 pm - 1:10 pm Women in Field Service Meetup *Limited Availability – pre-event RSVP required

*Limited Availability – pre-event RSVP required

Track A: Resource Optimization – Doing More with Less

1:10 pm - 1:20 pm Track Chairperson’s Opening Address
Kevin Foster - Senior Director of Product Marketing, PTC
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Kevin Foster

Senior Director of Product Marketing
PTC

Track A: Resource Optimization – Doing More with Less

1:20 pm - 1:40 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

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Curtis Woods

Director, Technical Services
Fresenius Medical Care

Track A: Resource Optimization – Doing More with Less

1:40 pm - 2:00 pm Innovation Showcase


Track A: Resource Optimization – Doing More with Less

2:00 pm - 2:40 pm Panel: Gaining Parts Management Visibility and Service Efficiency through Mobility and Connective Technologies
Kevin Foster - Senior Director of Product Marketing PTC Shrinaath Chidambaram - Senior Director, Service Parts Supply Chain, Philips Randal Hill - Worldwide Service Parts Operations, Carestream Health
If you are looking into transforming your parts management programs with connected tools, this panel session will help you understand your options in selecting the right technology, reducing costs and gaining efficiency by:

-Accessing accurate, real-time view into workflow activity and parts
-Streamlining communication and training FSEs remotely to increase first time fix rates and customer satisfaction
-Scaling your parts management to customer demand

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Shrinaath Chidambaram

Senior Director, Service Parts Supply Chain
Philips

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Randal Hill

Worldwide Service Parts Operations
Carestream Health

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Kevin Foster

Senior Director of Product Marketing
PTC

Track A: Resource Optimization – Doing More with Less

2:40 pm - 3:00 pm Case Study: Best Practices in Increasing First Time Fix Rates and Customer Satisfaction
Wade Brown - Zone General Manager, Service, GE Healthcare
Apart from customer satisfaction, a service operation’s first time fix rate is a clear measurement of how well the organization is functioning.

This case study explores key success factors and steps to ensuring that your FSEs are equipped with the knowledge, right tools and technology to be able to overcome onsite challenges and deliver exceptional customer experience:

-Ensuring that field technicians get to scheduled maintenance visits on time
-Accommodating urgent, unplanned visits
-Providing technicians with immediate access to repair history records, technical support data, troubleshooting information, ordering and call reporting tools

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Wade Brown

Zone General Manager, Service
GE Healthcare

Track B: Cybersecurity, Systems Interoperability & Compliance

1:10 pm - 1:20 pm Track Chairperson’s Opening Address

Track B: Cybersecurity, Systems Interoperability & Compliance

1:20 pm - 1:40 pm Case Study: Cybersecurity and Patient Data Protection
Ahmar Matthews - Director, Customer Support and Supply Chain Operations, Cardinal Health
A rapid deployment of connected technologies into the healthcare marketplace create a plethora of cybersecurity risks, and one of the major challenges that HCPs are trying to overcome is protecting their systems and securing patient data. 

This session offers an overview of best practices in:

-Planning for and avoiding random system faults
-Securing critical infrastructure from cyber attacks to protect patient data 
-Maximizing the benefits of connectable, interoperable technologies

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Ahmar Matthews

Director, Customer Support and Supply Chain Operations
Cardinal Health

Track B: Cybersecurity, Systems Interoperability & Compliance

1:40 pm - 1:50 pm Innovation Spotlight

Track B: Cybersecurity, Systems Interoperability & Compliance

1:50 pm - 2:30 pm Customer Panel: Driving IoT Adoption and Standardization In the Face of Customers’ Regulatory and Cybersecurity Concerns
Dr. Marlene Kolodziej - AVP, Service Delivery, Northwell Health F. Mike Busdicker - System Director, Clinical Engineering, Intermountain Healthcare Jacob Elisha - Director, Worldwide Technical Service, Biosense Webster
Join the debate about the evolutionary steps healthcare stakeholders can take to create industry standards and achieve the goal of multivendor interoperable systems
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Dr. Marlene Kolodziej

AVP, Service Delivery
Northwell Health

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F. Mike Busdicker

System Director, Clinical Engineering
Intermountain Healthcare

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Jacob Elisha

Director, Worldwide Technical Service
Biosense Webster

Join our expert speakers for a debate about the latest cybersecurity tools and technologies and how you can leverage these capabilities throughout the product lifecycle. The main takeaways include:

-Premarket cybersecurity planning and risk mitigation
-Early-on detection of potential security compromises 
-Connecting and automating your devices securely to close the gaps in networks
-The pros and cons of legacy equipment retrofitting

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Hogie Saunders

Vice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc

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Randall Schiestl

Vice President, R&D, Global Technology & Services
Boston Scientific Corporation

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Jithesh Veetil

Program Director – Data Science and Technology
Medical Device Innovation Consortium (MDIC)

Track C: Creative Boardrooms

1:10 pm - 2:20 pm Regulatory Meetup: One-On-One With the FDA **By Appointment Only, Limited-Seating**
**By Appointment Only, Limited-Seating**
Daniel Walter - Supervisor, Consumer Safety Officer, FDA
RSVP required - invites will be sent out two weeks before the conference.

Daniel Walter

Supervisor, Consumer Safety Officer
FDA

Track C: Creative Boardrooms

2:30 pm - 3:20 pm Sleep Like A Boss Workshop **Limited seating, advance sign-up required**
**Limited seating, advance sign-up required**
Christine Hansen - Founder, Sleep Like A Boss
Join this small group workshop for takeaways on:

  • How sleep boosts your cognitive and creative functions
  • Obvious sleep saboteurs (sleep habits and environment)
  • Hidden sleep saboteurs 
  • Resilience techniques to stop the mind carousel at night
  • Creating a bespoke sleep based on YOUR personal circadian rhythm
  • Key factors in bating jet lag


**Limited seating, advance sign-up required**

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Christine Hansen

Founder
Sleep Like A Boss

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

Interactive roundtables

1.The Latest Trends in Mobile Technology, Wearable Devices and Homecare Delivery 
  • Christian Eras, Vice President Global Service , Ziehm Imaging GmbH

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

3.Third Party Partnerships: Avoiding Risks and Maximizing Customer Satisfaction
  • Michael Queen, Area Service Director, East, Luminex Corporation

4.Advancing Medical Device Quality and Safety
  • Pamela Goldberg, President and CEO, Medical Device Innovation Consortium (MDIC)

5.Running Service Organization as a Business Unit 
  • Tom Buckley, Director - Capital Equipment Technical Services,  Boston Scientific 

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

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

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Christian Eras

Vice President, Global Service
Ziehm Imaging GmbH

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Kevin Lowitz

Director, Product Management and Marketing
Thermo Fisher Scientific

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Michael Queen

Area Service Director, East
Luminex Corporation

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Pamela Goldberg

President & CEO
MDIC

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Tom Buckley

Director - Capital Equipment Technical Services
Boston Scientific

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Eric Paulik

Director Field Service - Image Guided Therapy Devices
Philips

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Jaime Thelen

Director, Commercial Service
Medtronic

4:50 pm - 5:50 pm Start-Up Innovation Showcase: Nominees For Field Service Medical Awards

We’ve carefully selected three of the most innovative and youngest start-ups on the market who are working tirelessly to change the medical device industry as we know it..
Each company gets 10 minutes to showcase their tool, data and projections in front of the entire audience -- plus 5 minutes of Q&A at the end. You as the audience have the final vote in who takes home the first annual “Field Service Medical Innovator’s Award.” The award will be given at the cocktail reception to follow.
To nominate a start-up, please contact christine.johnson@wbresearch.com

5:50 pm - 7:00 pm Networking Cocktail Reception

6:50 pm - 6:50 pm Conclusion of Day Two