Field Service Medical 2020

February 24 - 26, 2020

Rancho Bernardo Inn, San Diego, CA

Steve Chamberland, Director of US Service Operations at BD Biosciences

Steve Chamberland

Director of US Service Operations
BD Biosciences

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

Download The Latest Agenda

Day One – Monetizing Service & Driving Business Growth

Monday, February 24th, 2020

11:00 AM Keynote: How BD Achieved Service Transformation

The service organization at BD Biosciences faced significant challenges — a demoralized and departing workforce, aging tools and technologies, and a skills gap among field engineers. One thing was clear: in order to improve customer satisfaction and revenue growth, they needed to transform their approach to service delivery. 

In this session, Steve Chamberland, Director of US Service Operations at BD, will share how his company achieved service transformation by empowering their service pros with the training and AI-driven technology to support their success. By developing an employee-centric approach, Steve and co. transformed a struggling department into an award-winning team with stellar service KPIs.

In this session, you’ll learn how BD: 
•Empowered their technicians to make accurate, efficient service decisions with AI-powered tools
•Saw their NPS score skyrocket by prioritizing their technicians’ job satisfaction
•Increased morale and retention by listening to the wisdom of their workforce