Field Service Medical 2025
2025
TBD
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 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
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
8:40 am - 8:45 am
Welcome Remarks
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
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
9:30 am - 10:10 am
Panel Interactive: Harnessing the ROI of IoT and Real-Time Analytics in Field Service and Support
Jeff Journey -
Senior Director of Service Strategy,
Thermo Fisher Scientific
Peter Tregarthen -
Technical Support Manager,
Sysmex America
Kevin Foster -
Senior Director of Product Marketing,
PTC
Jordan Reynolds -
Partner, Digital Innovation,
Kalypso
Peter Tregarthen -
Technical Support Manager,
Sysmex America
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
10:10 am - 10:30 am
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. Hear how constant innovation has paved Nanowear’s way to success, and why medical device companies of all sizes and product lines must have an inventive approach and keep up with the latest digitalization trends in order to maintain their competitive edge in the ever-evolving healthcare industry.
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.
Sponsored by: 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.
11:50 am - 12:10 pm
Q&A with the FDA
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
12:10 pm - 1:10 pm Lunch Break
12:10 pm - 1:10 pm Women in Field Service Meetup *Limited Availability – pre-event RSVP required
*Limited Availability – pre-event RSVP required
Jen Skeen - Senior Director, Global Clinical Services and Support Operations, Illumina
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, PTCTrack 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 CareJoin 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
Track A: Resource Optimization – Doing More with Less
1:40 pm - 2:00 pm Innovation Showcase: Beyond EHR: Digitizing Healthcare Operations Drew Thompson - Account Manager, TrackViaSo much time has been spent the last few years on digitizing medical records. But, what about all the peripheral data and manual processes that swirl around the patient. Paper, spreadsheets, and emails continue to be central to case management, quality controls, and compliance. Join Drew Thompson with TrackVia to hear how healthcare service organizations are digitizing this final frontier of healthcare operations.
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 Shrinaath Chidambaram - Senior Director, Service Parts Supply Chain, Philips Adan Deroche - Assistant Director, Customer Care Operations, Sysmex America Randal Hill - Worldwide Service Parts Operations, Carestream Health Kevin Foster - Senior Director of Product Marketing, PTCIf 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
Track A: Resource Optimization – Doing More with Less
2:40 pm - 3:00 pm Case Study: Overcoming Challenges Associated with Migrating Legacy Systems to the Latest Technologies Byron Clark - Vice President - North America Field Service, AcelityJoin Byron to hear about Acelity’s recent initiative focused on legacy systems migration to the latest technology, some of the major challenges his team faced throughout the process and practical solutions that were devised and implemented as a result.
Track B: Cybersecurity, Systems Interoperability & Compliance
1:10 pm - 1:20 pm Track Chairperson’s Opening Address Bryan Kissel - Manager - Security, Risk and Compliance, Kalypso
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 HealthA 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
Track B: Cybersecurity, Systems Interoperability & Compliance
1:40 pm - 2:20 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 Bryan Kissel - Manager - Security, Risk and Compliance, KalypsoJoin the debate about the evolutionary steps healthcare stakeholders can take to create industry standards and achieve the goal of multivendor interoperable systems
Track B: Cybersecurity, Systems Interoperability & Compliance
2:20 pm - 3:00 pm Panel Interactive: Medical Device Cyber Risk Management throughout the Product Lifecycle Hogie Saunders - Vice President of Service and Clinical Operations, Ziehm Imaging – OrthoScan, Inc Randall Schiestl - Vice President, R&D, Global Technology & Services, Boston Scientific Corporation Jithesh Veetil - Program Director – Data Science and Technology, Medical Device Innovation Consortium (MDIC) Bryan Kissel - Manager - Security, Risk and Compliance, KalypsoJoin 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
Hogie Saunders
Vice President of Service and Clinical OperationsZiehm Imaging – OrthoScan, Inc
Randall Schiestl
Vice President, R&D, Global Technology & ServicesBoston Scientific Corporation
Jithesh Veetil
Program Director – Data Science and TechnologyMedical 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, FDARSVP required - invites will be sent out two weeks before the conference.
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 BossJoin 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**
3:00 pm - 3:40 pm
Afternoon Networking and Refreshment Break in the Exhibit Hall
3:40 pm - 5:00 pm
Interactive Roundtables
Christian Eras -
Vice President, Global Service,
Ziehm Imaging GmbH
Kevin Lowitz -
Director, Product Management and Marketing,
Thermo Fisher Scientific
Michael Queen -
Area Service Director, East,
Luminex Corporation
Pamela Goldberg -
President & CEO,
MDIC
Tom Buckley -
Director - Capital Equipment Technical Services,
Boston Scientific
Eric Paulik -
Director Field Service - Image Guided Therapy Devices,
Philips
Jaime Thelen -
Director, Commercial Service,
Medtronic
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
Unmoderated roundtables:
8.Growing Your Business And Establishing an In-House Field Service Organization
9.Successful Management of Third Party Field Workforce
10.Best Practices in Increasing First Time Fix Rates and Customer Satisfaction
5:00 pm - 6:00 pm
Start-Up Innovation Showcase: Nominees For Field Service Medical Awards
Dave Bennett -
Vice President of Sales,
RevTwo
Madhu Augustine -
CEO and Co-Founder,
SnapSupport
Steven Ciemcioch -
President,
Warehouse Anywhere
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
6:00 pm - 7:00 pm
Networking Cocktail Reception
Sponsored by: Turbo Systems
