Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Speakers

Rick Brandl
Senior Director, Global Service Operations
Medtronic

Rick Brandl is the Senior Director of Service Operations for Medtronic Surgical Technologies, a division of Medtronic.

Rick is responsible for global field and factory service, technical service, contact centers and the service program management office. In addition to his day job, he oversees the Service Operations Council for all of Medtronic with the goal of improving service across the newly integrated Medtronic and Covidien teams. Over his career, Rick has worked in most business functions directly and enjoys taking a broad multi-functional view of issues and bringing a global mindset to service. He has a passion for continuous improvement and in getting projects across the finish line. Prior to joining Medtronic, he spent 19 years at Datex-Ohmeda/GE Healthcare in the USA and Finland in a variety of positions focused on anesthesia machines and patient monitoring.

His current focus is to further the Medtronic Mission of alleviating pain, restoring health and extending life by improving customer satisfaction, growing the Medtronic service business and developing the next generation of service leaders.

Jaime Thelen
Director, Commercial Service
Medtronic
Aaron Goryl
General Manager, In-House & On-Demand Services
GE Healthcare

As the Commercial General Manager of In-House and On-Demand Service for GE Healthcare in the United States, Aaron Goryl is responsible for driving the go-to-market strategy and growth initiatives for one of the largest growth areas, Healthcare Technology Management and On-Demand Services. Aaron leads a diverse team dedicated to creating innovative solutions to help North American customers navigate the challenges of building and optimizing in-house service models within a healthcare system in transformation.

Aaron has held leadership roles within GE Healthcare for the past 17 years. Most recently, he served as GE Healthcare’s Zone General Manager for Service Sales in the western United States. Before joining GE Healthcare, he led commercial efforts within a variety of third party service and parts providers.

Aaron lives in Cave Creek, Arizona, with his wife, Carolyn, and children, Aidan and Payton. His interests include Krav Maga, Spartan Race, hiking and time with family.

Wade Brown
Zone General Manager, Service
GE Healthcare
Jeff Scott
General Manager
GE Healthcare
Jon Matthews
Senior Director, Services – Western Zone
Siemens Healthineers
Shrinaath Chidambaram
Senior Director, Service Parts Supply Chain
Philips
Eric Paulik
Director Field Service - Image Guided Therapy Devices
Philips

Eric Paulik is a Senior Director of Global Field and Customer Service at Spectranetics, now a part of Philips Image Guided Therapy Devices.

Eric obtained his Bachelors of Business Management degree from Colorado State University. His professional background encompasses four years of Global Medical Device Capital Equipment Field Service management and 15 Years of Global Field Service management.

Ahmar Matthews
Director, Data and Support Services
Cardinal Health
Tara Herington
Vice President
Cardinal Health
Aleem Khawaja
Service Process Integrator
BD Life Sciences
Defined and developed KPIs (Key Performance Indicators) to measure service organization’s effectiveness in supporting business objectives and revenue growth. Developed customer centric service management and service delivery processes and implemented them on multiple software platforms. Led cross functional teams for complaints escalations and resolution in a consistent, predictable timely manner to resolve customer issues

Worked with cross-business teams to ensure 'total value proposition' is delivered to customers, evaluate and implement processes to enhance global customer service capability, and service process efficiency.

Over 25 years’ experience leading global service teams in biotechnology, pharmaceutical and semiconductor industries. Can motivate stake holders to develop solutions that meet corporate goals, lead courageously and willing to raise questions that challenge current processes in order to measure and improve them for better overall customer satisfaction.
Tom Buckley
Director - Capital Equipment Technical Services
Boston Scientific
Nicolas Cidric
Vice President of Global Services
Beckman Coulter
Curtis Woods
Director, Technical Services
Fresenius Medical Care
Juan Cruz
Senior Manager – National Field Services
Fresenius Medical Care
Swarna Alcorn
Vice President of Service
Olympus Corporation of the America
Cynthia Lenahan-Gray
Director Talent Development and Learning
Edwards Life Sciences
John Liebig
Vice President, Field Service & Technical Support
Hologic
Tyrone Scott
Vice President, Customer Experience and Field Service
Hologic
Sarah Wright
Director, Support Services – SaaS
ResMed

Sarah Wright, Director, Support Services, SaaS at ResMed, is a dynamic people leader who is passionate about engaging, challenging and retaining talent.

Sarah is focused on the end user resupply journey, optimizing our support metrics operation to share feedback with our product teams on support drivers and end user pain points. Sarah is most at home digging into opportunities to improve the customer experience and is extremely engaged with her teams in striving to deliver the highest level of patient care.

Sarah has over 15 years in operations management across global companies (BlackBerry, NTT Data- HI offerings and ResMed) delivering Premier Enterprise Technical Support, IT Consulting, and Heathcare Informatics software support.

Ray Wiseman
Director of Global Service & Technical Support
MEDIVATORS
Christian Eras
Vice President, Global Service
Ziehm Imaging GmbH

Christian Eras is Vice President Global Service. In this role he is responsible for creating and driving the global service strategy as well as operating the areas of global supply, field service, customer support and customer service.

Before joining Ziehm in 2011, Christian was the Global Director Service & Support for TomTec Imaging Systems where he led the services business portfolio, which delivers strategic consulting, platform, advanced and technical services solutions to customers and partners worldwide for over 7 years.

Christian brings more than 18 years of global service and management experience in the healthcare industry to Ziehm. He holds a bachelor ´s degree in bio medical science from Munich University of Applied Science.

Hogie Saunders
Vice President of Service and Clinical Operations
Ziehm Imaging – OrthoScan, Inc
Byron Clark
Regional Vice President - North America Field Service Operations
Acelity
Kelly O’Neal
Director of Service
Monteris Medical

Kelly O’Neal is the Director of Service and Field Operations where he leads the commercial management and implementation strategies of service at Monteris Medical.  Kelly started his career as a field specialist at BrainLAB Inc. and quickly moved into a senior field role before moving into field management.  Since then, he has held management positions in clinical sales, customer support, and now field service at Monteris Medical.  He has been instrumental in “small company” strategic implementation within many departments at Monteris, including sales, marketing, business development, training, and now customer service and operations. Kelly has been involved in service and clinical sales for over 12 years.  He received his bachelor’s degree in Biomedical Engineering from Louisiana Tech University and his MBA from Louisiana State University; both located in Louisiana.  He and his family currently reside in Louisiana.

Seema Rego
Associate Director, Global Clinical Operations
Illumina, Inc.
Dr. Seema Rego is the Associate Director of Global Clinical Operations at Illumina Inc. based in San Diego, California. Illumina is a global company with a vision to be the leading provider of integrated solutions that advance the understanding of genetics and health. Seema received her Ph.D. in Molecular Biology from the University of North Texas. Prior to joining Illumina Inc. in 2012 Seema held various senior roles at Cepheid and Roka Biosciences. At Illumina Seema focuses on global clinical operations, working in close collaboration with internal and field clinical operations teams. Seema is committed to Ilumina's Mission: To improve human health by unlocking the power of the genome.
Landon Vaughn
Senior Director, Customer Solutions
Illumina
Jeff Journey
Senior Director of Service Strategy
Thermo Fisher Scientific
Kevin Lowitz
Director, Product Management and Marketing
Thermo Fisher Scientific
Geoff Bragg
Director, Global Service and Repair
Arthrex
Bradley Devine
Senior Director Operations, IV Solutions
Omnicell
Marlene Kolodziej
AVP, Service Delivery, Enterprise Technology Services, Office of the CIO
Northwell Health

Marlene Kolodziej is a recognized leader in the development and implementation of customer-focused transformative technology and support solutions, with over three decades of experience in end-user, infrastructure, network, data center, programming/development, and applications experience. Currently, she is the Assistant Vice President of Service Delivery for Northwell Health in Long Island, New York, providing leadership in the areas of Field Support, Help Desk, Video and Web Conferencing, Mobility, Telehealth, and Innovation.

Ms. Kolodziej has broad industry experience, including chemical, publishing, finance, data retention and storage, and healthcare, with a focus on leading and directing global technology and business teams to implement innovative client support solutions that increase standardization, strengthen the organization, and decrease maintenance costs. She has provided strategic worldwide client support services, call center, operations, disaster recovery, and infrastructure management, with a focus on driving operational excellence to ensure that service levels and performance are met or exceeded.

Ms. Kolodziej holds a Bachelor’s degree in Information Sciences, a Master’s degree in Business Administration, and is currently finishing her Doctorate in Business Administration.

F. Mike Busdicker
System Director, Clinical Engineering
Intermountain Healthcare

Mike Busdicker is the System Director of Clinical Engineering Services at Intermountain Healthcare. This non-profit IDN consist of 23 hospitals, 185 clinics, homecare services, and is based in Salt Lake City, Utah. As the System Director of Clinical Engineering, Mike oversees Healthcare Technology Management operations for the entire healthcare system. This includes over 110 full-time CE employees, 96,000 pieces of biomedical and laboratory equipment, and over 3,500 imaging devices.

Mike started his healthcare career with the United States Air Force as a graduate of the DOD Biomedical Equipment Repair School in May 1983. His total military service included seven years of active duty and 20 years with the Wisconsin Air National Guard. During his military time he served as a Biomedical Technician, First Sergeant, and Human Resource Advisor, completed an operational deployment to Iraq, and achieved the highest enlisted rank of Chief Master Sergeant.

Mike received his Bachelors and Master’s Degree in Business from Baker College in Flint, Michigan. Prior to his employment with Intermountain he has held leadership positions with Independent Service Organizations and In-house HTM Programs. Mike is an active member of AAMI, ACHE, UHE, HIMSS, NH-ISAC, MDSISC, and is a member of the AAMI Technology Management Council.

Venk Varadan
Co-Founder & Chief Executive Officer
Nanowear

Venk is the co-founder and Chief Executive Officer of Nanowear, a New York-based connected-self technology platform for non-invasive diagnostics and chronic disease management built on proprietary, patented cloth-based nanosensors; the first-and-only cloth based sensor technology that has received Class II FDA 510(k) for remote cardiac monitoring. Founded in 2014, Nanowear’s first product (SimpleSense) is an undergarment for Congestive Heart Failure digital alert monitoring which will be clinically validated in the upcoming multi-site NanoSense clinical trial.

Before Nanowear, Venk Varadan spent ~7 years in Technology Investment Banking, focusing exclusively on venture-backed software and communications technology in which he successfully advised growth companies in over $3bn USD worth of transactions at UBS Investment Bank, Citadel Investment Group and Wells Fargo Securities in New York. Prior to his Wall Street career, Venk spent ~ 3 years in sales and marketing at Eli Lilly and Sanofi Aventis Pharmaceuticals in New York.

Venk received his Masters of Business Administration from Columbia University in Finance & Entrepreneurship and his Bachelor of Science in Biochemistry from Duke University

Jodee Steinberg
Head of Technical Support
Miltenyi Biotec, Inc.
Daniel Walter
Supervisor, Consumer Safety Officer
FDA
Susan Schwartz
Associate Director for Partnerships
FDA
Francisco Vicenty
Case for Quality Program Manager
FDA
Jacob Elisha
Director, Worldwide Technical Service
Biosense Webster
Richard Reynolds
Group Vice President – Commercial Operations
Olympus
Antonia Kay
Program Director
Field Service Medical

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