Hogie Saunders

VP, Customer Service Operations & Chief Customer Satisfaction Officer Ziehm-Orthoscan, Inc.

Leading Change: Building Resilient, Patient Centered Service Models for Improved Customer Care

2:20 PM Track B: Panel: Repair, Replace, Return: Modernizing Depot Operations

As customer expectations and product complexity rise, depot operations must evolve beyond basic repair. In this session, panelists will discuss best practices for managing high volumes, coordinating with field teams, and leveraging real time data to optimize decision making. The conversation will also address how to minimize downtime, improve parts availability, and support sustainability goals through smarter refurbishment and asset recovery programs.

Key Takeaways:

Integrate diagnostics and analytics to accelerate repair or replace decisions
Coordinate depot and field teams for seamless asset flow and reduced turnaround
Advance sustainability by scaling refurbishment and responsible returns

Improving Organizational Development, Talent Management and Compliance for Optimal Customer Care

10:45 AM Practitioner Led Roundtables

Select one topic to participate in an informal deep dive. Listen, engage and share your insights so you can walk-away with actionable strategies that others have found successful.

Table 1: Maximizing Uptime: Best Practices in Spare Parts and Logistical Support For Optimal Customer Experience

Robert Contino, Sr. Manager, Capital Service Operation, J&J MedTech Orthopedics

Table 2: Remote Service and Digital Collaboration: Overcoming Connectivity and Adoption Barriers With Customer Adoption

Zane Hartsell, Vice President Product Strategy and Service, Ferno

Table 3: Best Practices for Service Integration Amidst Mergers and Acquisitions

Mike Donahue, National Director of Field Service Engineering, OrganOx

Table 4: Managing Regulatory Compliance in the Field and Back-Office

Check out the incredible speaker line-up to see who will be joining Hogie.

Download The Latest Agenda