Field Service Medical 2021


Rancho Bernardo Inn, San Diego, CA


Past Speakers (2019)

Daniel Walter
Supervisor, Consumer Safety Officer

Daniel Walter is currently the Chief of the Foreign Enforcement Branch in the Division of International Compliance Operations within the Office of Compliance, Center for Devices and Radiological Health (CDRH), FDA. The branch oversees the compliance efforts for medical device manufacturers outside the United States, and includes inspection review, recall classification, and administration of allegation of regulatory misconduct, as well as assisting the office, Center, and Agency for cross-cutting initiatives, for all device types.   

Daniel began his career at FDA as a compliance officer in, then was promoted to the branch chief of, the Vascular and Circulatory Support Branch in the Office of Compliance at CDRH.  He is currently acting as the Branch Chief in the Gastroenterology Devices Branch of the Division of Reproductive, Gastro-Renal, and Urological Devices in ODE, working with epidemiologists and Medical Device Reporting analysts in OSB, to develop cross-cutting mechanisms to enhance patient outcomes through information sharing by developing “benefit-risk” based evaluation processes. 

Prior to working with FDA, Daniel Walter was a Validation Engineer, leading to becoming the Lead Quality Auditor and Director of Quality at DST Controls.  Daniel’s experience includes facility, utility, equipment, and process validations for automated and non-automated systems, including for steam and compressed air distribution validations, cleaning validations, self-contained automated manufacturing lines for liquid and solid pharmaceutical manufacturers. 

Rick Brandl
Senior Director, Global Service Operations

Rick Brandl is the Senior Director of Service Operations for the Medtronic Restorative Therapies Group.

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 leads the Medtronic Equipment Service Council with the goal of improving service across all business units, on a global level.  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
Jacob Elisha
Director, Worldwide Technical Service
Biosense Webster
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

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

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, Customer Support and Supply Chain Operations
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 Sonexus™ Access and Patient Support
Cardinal Health

A seasoned Biotechnology and Operations executive with over 20 years’ experience, Tara has successfully built organizations and programs for small, mid-sized and large pharmaceutical manufacturers.  She enjoys working in concert with manufacturers to deliver outstanding patient support programs which deliver results.  With an eye on analytics and a passion for doing the right thing for patients, Tara strikes that perfect balance when running programs which are patient-centered and results-oriented.

Prior to her current role with Cardinal Health, she was responsible for leading pharmaceutical manufacturer patient support programs across multiple disease states.  While she enjoyed her time working on the client side of the table, she is now translating that experience to her current role.  Tara also has experience in field reimbursement, training, payer strategy and QA.  She maintains her RN licensure in the state of Texas.   

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.

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
John Liebig
Vice President, Field Service & Technical Support

John Liebig joined Hologic in February 2018 as Vice President, Field Service and Technical Support, Breast and Skeletal Health Solutions with over 25 years of senior leadership experience in the medical device and biotechnology industry serving clinical markets.

Prior to joining Hologic, John was the Vice President of Customer Solutions at Illumina, a genomics company based out of San Diego, CA, where he successfully led major strategic initiatives aimed at clinical transformation, service growth, and improvements to the customer experience.

John has also served as the Vice President of Field Service and Technical Support at Accuray, a radiation oncology company located in Sunnyvale, CA.  While at Accuray, John implemented global strategic initiatives, resulting in “Industry Best” customer loyalty scores, and driving significant growth to the service business.

He has over 20 years of experience working in Silicon Valley leading innovative new product development, quality and marketing teams at Phillips and ADAC Laboratories where he earned 7 patents.  He has a B.S. in Business Administration and an A.S. in Nuclear Medicine Technology.

Tyrone Scott
Vice President, Customer Experience and Field Service

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

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

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
Vice President - North America Field Service

Byron Clark is Vice President of North American Field service for KCI, An Acelity Company, based in San Antonio, Texas.   His career 12 year career responsibilities with KCI have evolved from operations analytics, through Lean Six Sigma Blackbelt project management into leadership positions for PMO and finally into responsibility for Field Service Operations and the supporting Central Operations functions for North America.  In his current role, he leads 420+ service team members across 120+ operating locations in our pursuit to provide life changing and  innovative healing solutions for customers and patients across the care continuum.  KCI’s unsurpassed product portfolio delivers value through solutions that speed healing, and through the care of the field service organization lead the industry in quality, safety and customer experience. 

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
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

Geoff Bragg is a leader and innovator in the global medical device market. Geoff works with world class companies building large-scale multinational production and service and repair organizations to create a thriving global presence. Throughout his career, he has built on his ability to see opportunities, cultivate strengths, and inspire a passion for excellence.  Starting his career as a field service engineer installing equipment around the world, he has gained a comprehensive knowledgebase of global enterprise from the ground up. He most recently has found his home with Arthrex, Inc., a global leader in orthopedics.

Bradley Devine
Senior Director Operations, IV Solutions

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.

Dr. Marlene Kolodziej
AVP, Service Delivery
Northwell Health

Dr. 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.

Dr. 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.

Dr. Kolodziej holds a Bachelor’s degree in Information Sciences, and both her Masters and 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

Venk is the co-founder and Chief Executive Officer of Nanowear, a New York-based connected-self technology and digital therapeutic platform built upon proprietary, cloth-based nanosensors and is first-and-only company in the world to have received FDA 510(k) clearance for cloth-based cardiac remote monitoring. Nanowear’s first product launch, SimpleSense, is an undergarment which digitally alerts hospital systems of worsening heart failure weeks in advance of symptoms and hospitalizations. 

Venk’s prior experience was in Marketing at Eli Lilly and Sanofi Aventis as well as Investment Banking at UBS and Citadel Investment Group. Venk received his Masters of Business Administration from Columbia University in Finance & Entrepreneurship and his B.S.E / B.S. from Duke University

Ravi Kuppuraj
Connected Sensing Venture Business Leader CEO
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.

Greg Apker
Senior Deep Learning/AI Engineer
Shannon O. Bray
Senior Manager US Technical Operations and Customer Delivery

Shannon Bray is a passionate, high energy leader with a proven background in attaining peak levels of team performance by targeting the heart of her people. Before beginning her career at BD, she led multiple contact center teams at Bank of America where she specialized in team restructuring, training, recruiting, sales and management. At BD she has proven herself to be an influential leader with a record of maximizing revenues, optimizing customer relations, and implementing creative, innovative, and positive solutions.  

Jodee Steinberg
Senior Director Global IVD Application Support
Genomic Health

Jodee Steinberg is the Senior Director of Global IVD Application Support at Genomic Health, a company focusing on genetic research specifically in cancer detection, based out of Redwood City, California.. 

Previously, Jodee held the role of the Head of Technical Support and Application Development for Miltenyi Biotec Inc. where she was 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

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.

Lubor Ptacek
Vice President, Product Marketing

Lubor leads the Product Marketing function at ServiceMax, from GE Digital, with a broad range of responsibilities ranging from messaging and customer value propositions to product launches and analyst relations. Prior to joining ServiceMax in February 2016, Lubor led corporate-wide product marketing at OpenText, the leader in enterprise information management. Before OpenText, he worked at EMC, Documentum, Vignette, and Novell. From 2010-2015, he served on the Board of Directors for the Association for Intelligent Information Management (AIIM). Lubor holds a computer science degree from Technical University Ilmenau in Germany and has an MBA from Santa Clara University in California. He lives and works in the San Francisco Bay Area.

David A. Schauble
Regional Sales Manager
FedEx Trade Networks
Marc Guthrie
Help Lightning

Marc Guthrie is Chief Operating Officer of Help Lightning. He has over 25 years of hands-on leadership experience across a variety of industries, including healthcare, Retail, Manufacturing and Distribution, and Financial Services. He has extensive experience designing and building Enterprise class Software Products and Solutions.  Marc is involved with training and mentoring at client locations and he has a proven reputation for delivering quality software and innovative solutions.

Kevin Foster
Senior Director of Product Marketing

Kevin Foster is Senior Director of Product Marketing for ThingWorx responsible for the messaging and marketing strategy for the world's leading Industrial Internet of Things platform. He is a 20-year veteran of technology marketing with extensive experience in computer hardware, software, and cloud computing.  Kevin attended Washington University in St. Louis where he received both a B.S. in Engineering and Policy and his Master of Business Administration.

Jeremy Potoka
Acumatica Cloud Solution Architect
SWK Technologies

Jeremy Potoka is an Acumatica Cloud Solution Architect for SWK Technologies, helping mid-market business identify and design cloud business solutions that promote efficiency and fuel growth.

Jen Skeen
Senior Director, Global Clinical Services and Support Operations
Leo Rota
Director of Customer Success
Turbo Systems

Leo is the Director of Customer Success at Turbo Systems. He loves wearing many hats at a fast-growing startup, and believes in cultivating a customer-centric approach empowering customers to build sophisticated solutions for their business on Turbo's no-code platform.

Prior to joining Turbo, he was a Director of Professional Services at ServiceMax where he led a high caliber team implementing enterprise field service projects and an IoT early adopter program.

From 2003 to 2013, Leo held various dynamic roles of increasing responsibility at DuPont including R&D, Industrial Field Service and High-Tech Manufacturing with international responsibilities.  He earned a patent while at DuPont and led the first cloud field service implementation globally.

Leo was born and raised in Philadelphia, PA where he earned his MBA from Drexel University.  His family moved to the California Bay area to join the Turbo Team.  He is married to his lovely wife Linda and has two boys and a girl.  They love to experience the world and travel and now having a blast exploring California.  Leo enjoys music, playing guitar and piano whenever he can get a chance to practice.

Jeff Marsalis
Senior Dynamics 365 Consultant
Christine Hansen
Sleep Like A Boss
Adan Deroche
Assistant Director, Customer Care Operations
Sysmex America
Peter Tregarthen
Technical Support Manager
Sysmex America
Jakrey Myers
Senior Digital Project Manager, Global Service and Support
Thermo Fisher Scientific

Jakrey is a thought leader, influencer, and evangelist in industrial Extended Reality (AR/VR/MR) applications. In his role at Thermo Fisher Scientific, he developed a strategy and roadmap for implementing Extended reality into service and support. Recently, he launched Smart Remote Support which provides an AR enhanced remote support platform for improved service productivity and superior customer experience.

Jakrey also heads up initiatives for predicative maintenance, using IIoT, Big Data, and Machine Learning to reduce customer downtime by proactively monitoring instrument health. He leads SCRUM teams in the end-to-end design and creation of instrument health dashboards using a cloud-based data lake and predictive models that sit underneath an intuitive and easy to use visualization interface.

Jakrey has a Master’s degree in Biomedical Engineering and has held various roles in Thermo Fisher’s services and support teams. Prior to his tenure at Thermo Fisher, he developed molecular and cellular analysis systems for cancer research at Arizona State University.

Chris Lavrich
Senior Manager LSP – Technology Planning
Philips Healthcare N.A.
Shahar Chen
CEO & Co-Founder
Assaf Melochna
COO & Co-Founder
Dave Bennett
Vice President of Sales

Dave is the VP Sales for RevTwo and has responsibility for building RevTwo’s AI customer base worldwide.

Dave has extensive healthcare experience, having been involved in two 510(k)’s and one PMA for two medical device start ups.  Dave joined Axeda in 2001 and started their healthcare vertical.  During his time there he transitioned to building their overall IoT client portfolio to more than 150 companies.  This established Axeda as the market leader in IoT which led to them being acquired by PTC.

RevTwo has developed a unique AI technology that enables companies to improve field service, optimize support efficiencies and take their customers’ experience to the next level.

Madhu Augustine
CEO and Co-Founder

Madhu Augustine is the CEO and co-founder of SnapSupport. He has extensive experience in enterprise software development and commercialization across various industries and geographies. Prior to starting SnapSupport, he founded Ceino Technologies, a software services company focus on serving leading companies in Life Sciences. Before Ceino, he held various positions at Life Technologies (now part of Thermo Fisher Scientific) including product management leadership for a $100M+ reagent product line, and software management for the real-time PCR instruments. Madhu has an MBA from Wharton School of Business and Bachelors in Computer Science from NIT, India. In between working, playing with kids, and helping with household stuff, he loves spending time in the gym and tinkering with product ideas!

Jyotirmay Datta
Executive Vice President
L&T Technology Services

Jyotirmay Datta is the Executive Vice President at L&T Technology Services and heads the Medical Devices Business based out of San Jose, CA. As the Business Head, he has P&L responsibility for L&T’s businesses across Medtech, Lifescience and Healthcare customers.  He is a seasoned Business Leader with 25+ years in business leadership and P&L management roles across High-tech, Telecom and Med-tech/Life Sciences verticals. He is cnsidered as a trusted partner to his customers, Jyotirmay has led complete P&L responsibilities of USD 200M+ across the globe for IT infrastructure, Application Services, Product Engineering and BPO services.

Before joining L&T Technology Services, Jyotirmay has worked in Wipro over two decades in global leadership positions in US, India, Europe and Japan. He has published thought leading perspectives on population health management, emerging markets and trends in Smart City technologies.

Jyotirmay is a post graduate from Indian Institute of Technology (IIT), Kharagpur, India

Jordan Reynolds
Partner, Digital Innovation

Jordan is a data scientist, management consultant and leading expert in Digital Transformation at Kalypso, bringing over a decade of experience helping clients drive results from disruptive business models and emerging technology trends like the Internet of Things, Big Data, Machine Learning and Artificial Intelligence.

Bryan Kissel
Manager - Security, Risk and Compliance

Bryan Kissel is an experienced senior leader and advisor with deep experience in maturing security practices. Bryan provides critical path guidance for security and regulatory compliance initiatives for clients in the IoT, product innovation and medical device service delivery space. Bryan brings deep technical knowledge in information security spanning across multiple industries, with over a decade of experience serving state and federal government agencies. As a bleeding-edge security engineer, he tracks security and compliance trends that impact clients, focusing on proactive incident response and preparedness. 

Rodney Holmes
Senior Manager, Digital Innovation

Rodney is a strategic thinker, internal champion and external voice for multiple multimillion-dollar enterprise-level SaaS/IoT applications. Adept at communicating complex product functionality and solutions to customers, business units, stakeholders and non-technical audiences. Rodney is Kalypso’s resident expert in remote service and management solutions for the MedTech industry. He brings 20+ years of experience directing the full product development and user experience of multimillion-dollar enterprise-level software and SaaS/IoT applications. 

Duncan Heal
CEO/Managing Director

Established 13 years ago, Duncan is the CEO of Marketii , a leading Market Research Company that specialises in assessing and analysing customer experience insight within the Customer Service Journeys of Medical and Technology organisations.  

Duncan is a keen advocate of there being no excuse as to why deliver poor service. He spends his time between offices in Boston and London along with visiting and working with client to help develop their best practice in service delivery and customer support.   

Away from work Duncan is, or was :), a keen sportsman and now much of his time is spent as dad taxi ferrying his 3 boys around and stand pitch-side in rain, snow or shine at various matches and events. 

On the company side, Duncan is working with many leading Medical Device companies to enable them to really understand what the customer experience is and how they can help shape your organization to provide class leading customer experiences.   

Grab Duncan over the next few days around the conference or come talk to us over at Booth 7

Contact Duncan on or Tony on

Steven Ciemcioch
Warehouse Anywhere

Steven Ciemcioch is President of Warehouse Anywhere, a subsidiary of Life Storage that combines an extensive network of storage facilities, distribution networks, and live inventory tracking platform providing an unparalleled supply chain solution. He has extensive experience in building and scaling businesses in a high growth environment.  He has leadership experience across a diverse set of disciplines including sales & marketing, customer service, operations, supply chain, real estate, and finance

Drew Thompson
Account Manager

Drew is an account manager at TrackVia, which connects his passion of customers, technology and business process and operations. Drew works with healthcare organizations like Cook Children's Healthcare System, Lifeline of Ohio, and Northside Hospital. Drew received his MBA and BA in Marketing and Finance from the University of Denver. When he’s not spending time with his young family, you’ll find Drew having fun outside in Colorado.

Derick White
Vice President of Business Development

With two decades of experience in sales Derick White is an accomplished and versatile sales leader who uses a pragmatic and no-nonsense approach to developing sales organizations and achieving results. Derick has established a proven track record of generating sustainable revenue growth in a wide variety of industries including technology, financial, manufacturing and medical. Over the last 7 years in his role as VP of Business Development Derick works with many large organizations such as Medtronic, J&J, Alcon and Acelity to ensure long-term success in their customer feedback programs and to educate on effective ways to generate revenue.  

Derick is an avid outdoorsman who spends his free time with family fly fishing, hunting, camping and hiking.  When not in the outdoors Derick serves as an active Board of Advisor and Coach for the Minnesota Miracle League allowing children with disabilities the opportunity to play baseball.

Mukundakumar K
Head – Digital Health, CTO Office
L&T Technology Services

Mukund is heading the Digital Health Initiative within the Chief Technology Office at L&T Technology Services and is based out of Bangalore, India. In his current role, he responsible for driving digital health strategies, solutions & partnerships for business growth.

He is a customer focused, seasoned Leader with 21+ years in domain and technology roles across Med-tech and Life Sciences verticals. 

He has deep domain and implementation expertise in the areas of Medical Product development, Digital / Connected Health solutions, Health data management platforms, Interoperability Standards, Business critical systems management and System Integration

He has played key roles in development & rollout of no. of digital Health solutions for global Med-tech and Pharma customer

Before joining L&T Technology Services, Mukund has worked in Wipro for 18 years driving growth strategies for Engineering & Connected health services and 3.5 years with Kamcon Biotechnology Systems Pvt Ltd - a Neuro surgical medical device startup in India.

Mukund is a post graduate in Electronic Science from University of Pune, Maharashtra, India

Umesh Satyanarayana
Area VP – Medical / Life Sciences Practice
L&T Technology Services

Umesh brings over 20 years of experience in various roles serving Medical devices, Industrial & Automotive industries. A strong customer advocate with a technical background in Bio-medical instrumentation. In his current role, Umesh is responsible for managing global accounts, business relationship and striking partnerships to address business needs in the Medical / Life sciences industry. 

Prior to joining L&T, Umesh held engineering & customer relationship positions at GE Medical and Tata Elxsi.  His career has been focused on new product development, engineering services sales, business development, market analysis and strategic alliances.

Bryna Moloughney
Strategic Account Manager

Bryna is a member of the Strategic Accounts team at ProntoForms.  Her focus is within the Medical Device/Life Sciences industry.  She has over 17 years working with organizations supporting them through the many aspect of digital transformation.  As a member of the Strategic Accounts team, she is dedicated to helping her clients identify, create and execute against their vision for mobile transformation.

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.