Field Service Europe 2017

December 06-December 08, 2017

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

08 December: Creating The Next Generation Of Service And Support Focus Day

8:15 - 8:45 Networking & Breakfast

7:45 - 8:45 Advisory Board Private Breakfast

A VIP “thank you” breakfast for those that have contributed to the development of this program. Build your network with others who care deeply about the growth of service and advancement of their organizations.


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Sara Mueller

Portfolio Program Director
Field Service

8:50 - 9:05 Chairperson's Opening Address

9:05 - 9:25 Service Delivery Innovation: Exploring The Next Phase Of Connected Products, Digitization, And Cognitive Systems

Chris Dexter, Senior Director Technical Services, Cisco Systems

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Chris Dexter

Senior Director Technical Services
Cisco Systems

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Julien Laran

Head of Supply Chain & Operations, Business Unit Services
BOBST
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Stef Vanneste

VP EMEA Medical Products
Terumo
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Frank Bunge

Global Director After Sales Services
Leica Microsystems GmbH

10:05 - 10:25 Planning For The Future: Building A Strategic Growth Plan For Your Service Business

Alexander Lehner, VP Customer Services, Sandvik Mining Systems
  • Determining your 5-year growth initiatives
  • Strategic and financial planning to achieve your growth initiatives
  • Key attributes for a 5-year strategic plan
  • Ensuring your strategic plan is effectively carried out throughout the organization

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Alexander Lehner

VP Customer Services
Sandvik Mining Systems

10:25 - 10:45 Having Strategic Dialogue With Stakeholders To Drive Change Necessary To Thrive In The New Service Business

Christophe Bassole, Vice President/General Manager, EMEAI - APAC Service, Tektronix

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Christophe Bassole

Vice President/General Manager, EMEAI - APAC Service
Tektronix

10:45 - 10:50 Help Huddle: Knowledge Management

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

10:50 - 11:20 Recharge: Espressos, Power Bars & Networking Break

11:20 - 11:40 Customer Service In Business Aviation: How To Adapt To Globalization

Damien Farret, Director, Customer Relations and Field Service, Dassault Aviation

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Damien Farret

Director, Customer Relations and Field Service
Dassault Aviation

11:40 - 12:00 Transform Customer Engagement Through Field Service Management And Adopting IoT

Ben Vollmer, Global Leader, Dynamic 365 Field Service, Microsoft
Looking to improve customer satisfaction, resource productivity, first time fix rates, and technician productivity and provide predictive service?

Field Service coupled with IoT delivers intelligent, predictive and proactive field service capabilities, including scheduling optimization and mobile enablement that set you apart by keeping the customer at the center of your business. This session is for service businesses looking to learn about the latest functionality in Field Service including resource scheduling optimization, real-time technician location visibility, and Connected Field Service which combines Azure IoT and Field Service.

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Ben Vollmer

Global Leader, Dynamic 365 Field Service
Microsoft

12:00 - 12:20 Revamping Continuous Improvement Initiatives 15 Years After 6Sigma

Christian Kundert, Service Operations & Product Support Manager, Caterpillar

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Christian Kundert

Service Operations & Product Support Manager
Caterpillar

12:20 - 12:40 Case Study Revive: Continuous Improvement

Apply what you just learned in the preceding presentation to a key challenge you're currently facing. In these small group chats you'll enliven your experience and retain more information.

12:40 - 13:00 Exploring IoT’s Impact On Safety And Security

Paul Roosen, Business Unit Inspections, TÜV-Nord

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Paul Roosen

Business Unit Inspections
TÜV-Nord

13:00 - 13:05 Help Huddle: Customer Satisfaction & Growth

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

13:05 - 14:05 Last Call Luncheon

Last chance for networking and grabbing a beer with new contacts at lunch!

14:05 - 14:25 Driving Service Standardization Across The Globe

  • Developing internal systems to ensure your customers have the same quality experience no matter their location
  • Deciding when to use external partners and when to develop the capability and expertise internally
  • Developing an interface that allows external partners access to detailed information and an online portal
  • Carrying out audits and measuring performance

14:25 - 14:45 Service Revenue Generation Through Land & Expand Methodology

Service Revenue Generation Through Land And Expand Methodology
Mathieu Jonker, Former Director, Professional Services, Kofax
  • Start small, think big: helping your customers to expand and improve outcomes
  • Breaking down the Sales and Services Silos for better performance
  • What incentives to use to reward desired behavior

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Mathieu Jonker

Former Director, Professional Services
Kofax

14:45 - 15:05 Tools Management For Field Service Teams

Petro Luft, Strategic Key Account Director EMEA, Fluke Biomedical & Raysafe

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Petro Luft

Strategic Key Account Director EMEA
Fluke Biomedical & Raysafe

15:05 - 15:25 Field Service Success Steps: Final Questions Answered. Next Steps Outlined. Success Guaranteed!

15:25 - 15:25 Conclusion of Field Service Europe 2017

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