Nathaniel House

Director of Service Solutions & Delivery Zimmer Biomet

Reinventing Service: Harnessing Technology & Data-Driven Operations to Boost Service Revenue & Connected Care

2:30 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.

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

8:30 AM Keynote: Partner + Client Case: Leveraging Asset Insights to Drive Service Advantages Across the Intelligent Product Lifecycle

MedTech service organizations face unprecedented pressure to reduce costs, maintain regulatory compliance, safeguard product quality, and ensure equipment availability for patient care. As teams are asked to do more with less, traditional siloed service models can’t keep up — and service-generated asset insights are emerging as a new strategic advantage.

In this keynote fireside chat, Sam Neva, VP of ServiceMax at PTC, joins Nate House of Zimmer Biomet to discuss how leading MedTech manufacturers are transforming service through connected data and intelligent lifecycle management. Together, they’ll explore how organizations are using real-time asset insights to strengthen compliance, improve uptime, and make faster, more confident operational decisions.

Drawing from Zimmer Biomet’s experience, the conversation will highlight how connecting service, quality, engineering, and operations data through an Asset 360 approach enables MedTech organizations to improve service efficiency and responsiveness. The session will also examine how AI-driven insights are breaking down data silos, strengthening cross-functional collaboration, and enabling smarter maintenance and long-term service planning.

Attendees will learn how MedTech leaders are:

Reducing service delivery costs while improving operational efficiency
Turning service and asset data into a compliance and quality enabler
Applying AI to improve equipment uptime, decision-making, and service outcomes
Building resilient, patient-centered service models that scale across global fleets
Enhancing collaboration between service and engineering to unlock aftermarket growth

This session delivers an executive-level, customer-driven perspective on how intelligent service transformation can help MedTech organizations navigate today’s cost and regulatory pressures — and prepare for the future of connected, insight-driven service.

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

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

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