Field Service Medical 2019

February 25 - 27, 2019

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Speakers

Daniel Walter
Supervisor, Consumer Safety Officer
FDA
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
Jacob Elisha
Director, Worldwide Technical Service
Biosense Webster
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
Jon Matthews
Senior Director, Services – Western Zone
Siemens Healthineers

Jon Matthews, as the Senior Director for InVitro Service Western Zone – has responsibility for leading the field service organization in the operational execution of services for InVitro customers, employee engagement and financial performance in the region.  Jon continues to build and foster relationships with some of the largest IDN customers, builds a culture based on trust and expects top performance from himself and his teams.  

Previously, Jon was the Senior Director for Services in the Northwest for InVivo and InVitro Services.  Prior to his leadership roles in the field, he was a Senior Director in Service Business Management, with primary responsibility for the Computed Tomography (CT) service business within the USA.  Jon continues as a thought leader in developing new services to support our customers, their patients and optimizing their business models.  Jon is a “go-to” person for the business.

Jon’s career in the healthcare industry started in 1991, with Siemens as a cyclotron engineer used in Positron Emission Tomography (PET).  Jon spent a large portion of his career with CTI (a Siemens acquisition) where he led the service team domestically and internationally. 


Shrinaath Chidambaram
Senior Director, Service Parts Supply Chain
Philips

Shrinaath spent the past 10 years at Philips Healthcare. His specialties include service parts supply chain, service supply chain analytics, lean manufacturing and operations.

Shrinaath holds an MBA degree from the University of Maryland College Park and a B. Tech, Electrical Engineering degree from Indian Institute of Technology, Madras.


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

Ahmar Matthews is the Director of Data and Support Services within Cardinal Health’s Medical Services organization. In this role, Ahmar is responsible for leading the strategy and customer experience within Supply Chain, Customer Service, Field Support, Interface and Network Operations.

Ahmar has over 15 years of proven success in supply chain, logistics, and process improvement. Skilled at managing and implementing large scale multifaceted projects that require balancing customer needs with company objectives, he has a unique ability to translate technical terminology into practical application to internal and external stakeholders. 

Ahmar holds a Bachelor’s of Science in Industrial and Operations Engineering from the University of Michigan and a Master’s Degree in Supply Chain Management from Elmhurst College. 

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

Randall L. Schiestl, PMP, is Vice President, R&D, Global Technology & Services at Boston Scientific Corporation where he leads a team driving the development and sustainment of minimally invasive medical devices.  He has global responsibility for building technical community, enabling technology partnerships, driving R&D globalization, leading product security and implementing global R&D systems. Engineering teams that he directs are located across multiple facilities both US and OUS and he chairs the cross-divisional Technical Executive Committee within Boston Scientific.

Mr. Schiestl (Randy) has a BSME degree from the University of Minnesota (UMN), College of Science & Engineering, high distinction.  He also holds MBA and Executive MBA degrees from the University of Minnesota, Carlson School of Management.  Work history includes Honeywell, Alliant Techsystems, and Boston Scientific.  Randy is a certified Project Management Professional.

Randy serves on multiple local and national industry advisory boards and consortiums including the Medical Device Industry Consortium, the Medical Industry Leadership Institute, Medical Alley Association, FIRST Robotics MN Executive Advisory Board (chairman) plus University of Minnesota Institute for Engineering in Medicine, Biomedical Engineering (chairman), Medical Devices Center, Pediatric Device Innovation Consortium and Nanotechnology Industry Advisory Boards. He is a member of the UMN College of Science and Engineering Dean’s Advisory Board, the Masonic Children’s Hospital Philanthropic Board and the American Heart Association Advancing Science Board. Randy also serves on the Parker H. Petit Institute for Bioengineering and Bioscience Advisory Board at the Georgia Institute of Technology.  He received the 2011 UMAA Alumni Service Award from the University of Minnesota, College of Science & Engineering, and the Design of Medical Devices Conference Award in 2012. Randy was elected to the American Institute of Medical and Biological Engineering College of Fellows in 2015 and serves on the nomination review committee.


Nicolas Cidric
Vice President of Global Services
Beckman Coulter
Curtis Woods
Director, Technical Services
Fresenius Medical Care

Curtis Woods is the Director of Technical Services for Fresenius Medical Care North America.

Curtis is responsible for a nationwide field service organization, technical training program and a 24 / 7 technical support call center. Over his career, Curtis has worked in quality, research and development, operations and project management for new product introductions. He has a passion for cross-functional collaboration and introducing new technologies to simplify service and improve customer experiences.

His current focus is to improve the interdepartmental relationships to assure all projects have a keen focus on design for manufacturability and design for serviceability along with increasing the use of technology in his service organization.

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

Tyrone is a Vice President of Customer experience and Field Service at Hologic. He is a driven, analytical, astute, and business savvy executive with 15+ years of diverse general management experience with major multinational healthcare and medical device corporations. 

Tyrone is a visionary with experience in turning around underperforming manufacturing and service operations/facilities with global presence, streamlining business process and standardizing procedures utilizing “Lean Concepts”, restoring profitability and producing higher than anticipated revenue gains.


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

Ray has worked in the Service industry for over 30 years with vast experience in both the Field and the Corporate Service environment. His experiences include New Product Service Development, Technical Knowledge Management, Customer Satisfaction Measurement, Business Process Re-engineering, Workflow Analysis, Field Service Support, and Service Systems. 

Ray joined Medivators in 2006. He is currently the US Director of Service and Technical Support with responsibility for US Field Service,  Technical Product Support, and Installation Implementation groups. Previously he held Service Management as well as Field Service Engineer positions in Kodak and Boeing/Rockwell. 


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
Roy Dockery
Vice President, Field Operations
Swisslog Healthcare
Roy Dockery currently serves as the VP of Field Operations for Swisslog Healthcare North America. In this role, he oversees Field Service, Support Services, Technical Training, and Operations Administration for Swisslog’s healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the Pharmacy Automation service division from the ground up as the Director of Field Service Operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction. Roy currently serves as a member of TSIA’s Healthcare Advisory Board.
Steve Nava
Senior Director, Global Field Service
Luminex Corporation
Michael Queen
Area Service Director, East
Luminex Corporation

Michael has over 20 years of experience in the medical device field including Field Service Management, Technical Support, Applications, Technical Training and Laboratory Science. He has been part of a leadership team working to move the organization forward thru mobile tool implementation and service team development/integrations. Michael graduated from UNC-Chapel Hill and is currently Area Service Director for Luminex Corporation where he has been employed for 10 years.

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

As a global strategist with development and commercial cross-functional leadership experience, I thrive on leading teams to develop and deliver innovative product, process and service solutions with P&L accountability. I use data and a user-centered design thinking approach to create new visions for the future and build new capabilities to solve customer problems, improve operational effectiveness and deliver P&L growth. 

Kevin Lowitz
Director, Product Management and Marketing
Thermo Fisher Scientific

Kevin Lowitz is the Director, Product Management & Marketing, Global Services & Support and leads a cross-functional team of Product Management, Global & Regional Market Development and Business Analysis responsible for strategy, new product commercialization, life cycle management, go-to-market implementation and demand generation of the service & support business within the Life Sciences Solutions Group at Thermo Fisher Scientific.  He is currently based in Carlsbad, CA. 

Kevin has more than 20 years of experience in the life sciences industry across multiple applications and technologies serving customers in research, applied and clinical markets and held various roles spanning research & development, field applications, sales, product management, marketing and business management.  Prior to joining Thermo Fisher Scientific, he was part of Life Technologies, Invitrogen, GE Healthcare, Amersham Biosciences and Arena Pharmaceuticals. 


Geoff Bragg
Director, Global Service and Repair
Arthrex
Bradley Devine
Senior Director Operations, IV Solutions
Omnicell

Bradley Devine is a Senior Director of Operations at Omnicell. His experience covers a combination of field service, clinical provider delivery, fleet management scheduling and dispatching, service marketing, service contract sales, training curriculum development and service training delivery. He has developed and led teams at the regional, national and global level.

Bradley holds an MBA with a concentration in Project Management and a BSc in Technical Management. Six Sigma (Green Belt), LEAN, Kaizen, Continuous Process Improvement,  Managing Change & Transformation and CompTIA  CTT+ Classroom Technical Trainer.


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

Randal Hill
Worldwide Service Parts Operations
Carestream Health

Randal Hill has 42 years experience in manufacturing and supply chain experience. He started out in manufacturing were he became a APICs certified planner at Eastman Kodak.  During his time with Kodak, he joined the Service Parts Division where he managed their 3PL network of over 90 Forward Stocking locations in the US.  

In 2007 he took a role as the WW Service Parts Operations Manager for Carestream Health located in Rochester NY.  Here he led multiple improvement projects including base planning for Field Engineer trunk inventory in the US, base planning in India for 19 Forward Stocking sites, demand source locator with the US call center to simplify and improve part ordering for field techs, WW DC planning and forecasting at 4 warehouses for service parts, and much more.

Randal is a Six Sigma Certified Black Belt, Six Sigma lean mentor and SAP subject matter expert in purchasing.  In 2014 Randal was selected by Supply & Demand Chain Executive magazine as a 2014 Practitioner Pros to Know.

In his spare time Randal is an amateur photographer and videographer and enjoys traveling with his wife Diane and their two dogs in their Airstream travel trailer.


Jodee Steinberg
Head of Technical Support
Miltenyi Biotec, Inc.

Jodee Steinberg is the Head of Technical Support and Application Development for Miltenyi Biotec Inc. where she is responsible for Clinical and Research Technical Support, existing product Application Development and Cell Processing.   For almost 30 years, Miltenyi Biotec has played an important role in the design, development, manufacture, and integration of products that empower the advancement of biomedical research and enable cell and gene therapy. 

Prior to joining Miltenyi Biotec Inc.,  Jodee was the Sr. Manager of Global Support for Ibis Biosciences, an Abbott company, responsible for a global team of Field Applications Scientists supporting the future of bacterial, viral and fungal identification.  Jodee has over 15 years’ experience in Technical Support, supporting customers research and diagnostic needs globally.


Pamela Goldberg
President & CEO
MDIC

Pamela Goldberg is an internationally recognized leader in healthcare technology innovation and entrepreneurship. As president and CEO of the Medical Device Innovation Consortium (MDIC), she provides strategic insight and guidance to help solve complex regulatory, scientific, and reimbursement challenges in the medical device industry. She brings her expertise in advancing technology-based solutions to develop unique strategies to help ensure innovative technology is readily available to patients across the country. Ms. Goldberg applies her passion for innovation and entrepreneurship as well as her keen understanding of government, academic and industry leaders to achieve diversity within the stakeholders that make up MDIC’s public-private partnership.  


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

Dr. Jithesh Veetil, PhD joined MDIC in September 2018 as Program Director to lead Data Science and Technology initiatives.  His prime focus at MDIC is to aid in the development of regulatory grade tools based on computational modeling & simulation science relevant to clinical applications,  This program builds upon the success MDIC has had with the Virtual Patient model that resulted in mock submission for clinical trials augmented with virtual patient data.  These exciting programs in the pre-competitive MedTech sector will be carried out in collaboration with MDIC members and their engineers, statisticians, regulatory professionals, and medical doctors.  The goal is to utilize the External Evidence Methods (historical, prospective and concurrent data- including but not limited to - Digital Evidence, Clinical Trial Data, Real World Evidence-RWE,  Electronic Health Records-EHR, and Patient reported Outcomes-PRO) to better understand safety, efficacy and performance of medical devices. Dr. Veetil also leads the cybersecurity projects at MDIC

Dr. Veetil has extensive experience in designing and development of programs towards modernizing scientific workforce and practices by building academic-industrial-nonprofit collaboration through his work at National Institutes of Health (NIH) campus as the Lead Scientist and Program Manager for the Foundation for Advanced Education in the Sciences (FAES). Previously, Jithesh worked with Global Biological Standards Institute (GBSI), a Washington DC based non-profit as  its Scientific Program Manager, leading the development and implementation of multiple programs on science policy, communications, and advocacy, including those related to cell line authentication, antibody validation, and reproducibility in biomedical research and development. Dr. Veetil also served as the Operations Manager for Preludesys Inc., working with international clientele from medical, IT, insurance and paralegal organizations on medical/healthcare data management.

Dr. Veetil completed his PhD in Biomedical Engineering at University of Arkansas, Fayetteville, AR, followed by postdoctoral fellowship at NIH.  He has published numerous peer-reviewed manuscripts, reviews and book chapters.  He also holds Masters in Biotechnology and a Bachelors in Food Technology.


Antonia Kay
Program Director
Field Service Medical

Antonia Kay is a Senior Conference Producer at Worldwide Business Research (WBR). She has worked in event production since 2013 and is currently responsible for project management, market research, content creation, and speaker recruitment for best-in-class manufacturing, retail and medical device conferences that bring together executive leaders from Fortune 500 organizations and innovative start-ups for a collaborative debate about the latest digital transformation trends, the evolution of customer care, and regulatory compliance.

Prior to joining WBR, Antonia held various roles in advertising/PR, operations and immigration-through-investment consulting.

Antonia holds a B.A. degree in Journalism from CUNY and a B.A. degree in Education from A.S. Pushkin Brest State University. Originally from Belarus, she speaks six languages and enjoys traveling the world and exploring foreign cultures and traditions. 



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