Nathaniel House

Director of Service Solutions & Delivery Zimmer Biomet

Day 1, February 23, 2026

2:40 PM Track A: Workshop: Beyond the Break-Fix Model: Creating Value Through Workflow Innovation and Service Design

As healthcare and medical device organizations evolve, service operations must shift from reactive support to proactive value creation. In this session, Nathanial House, Director of Service Solutions & Delivery at Zimmer Biomet, shares how his team is redefining service through workflow innovation and strategic design.

Nathanial has led global initiatives that align service operations with organizational goals—enhancing customer experience, driving retention, and delivering measurable impact. His decade of experience and insights into the break-fix service models and service transformation make this a must-attend for those who want to push the boundaries of service innovation and who are looking to shift their service delivery models to improve the customer and patient experience.

Key takeaways include:

Identifying digital transformation and global service frameworks that elevate product support
Implementing strategies for embedding service design into the customer journey to create lasting value
Learning how operational optimization is improving service delivery and scalability

This session is ideal for service leaders, transformation executives, and operational strategists looking to move beyond the break-fix model and build service ecosystems that drive growth and loyalty.

Day 2, February 24, 2026

2:30 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

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

Download The Latest Agenda