Field Service Amsterdam 2018

27 - 28 November, 2018

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

Day One: Tuesday, 27 November, 2018 | Advancing Service Business Models To Proactive And Predictive

7:45 - 8:45 Registration & Welcome Coffee In The Exhibit Hall

7:45 - 8:45 Women In Service Private Coffee


Sara Mueller

Portfolio Director, Program Development
Field Service Events

9:00 - 9:15 Chairperson’s Opening Address

Fabrizio Battaglia - Partner, Global Partners

Fabrizio Battaglia

Global Partners

9:15 - 9:35 Fireside Chat: Vision From The C-Suite On Service Strategy & Operational Development

Grant Walker - Regional CEO, Service - Northern Europe & Middle East, Siemens Gamesa
From how service plays into competitive tactics to macro-level business trends and operational advancements, this session will leave you chock-full of ideas to shape your future service and business strategy.

Grant Walker

Regional CEO, Service - Northern Europe & Middle East
Siemens Gamesa

9:35 - 9:55 Moving Towards Selling Outcomes Or Uptime Vs. Traditional Break-Fix Models

Chris Borrill - Vice President, Services - Land & Air Systems Global Business Unit, Thales Group
Thales has seen new business models emerge as a result of their service transformation. Chris Borrill will share with you the story of where Thales is now compared to where they were several years ago, so you’ll learn how to understand the different value props of your service offerings and the language associated with each. He will discuss how to manage expectations of different business models and then how to counteract if something goes wrong. No matter where you are in your service business model transformation, this is a presentation you won’t want to miss!

Chris Borrill

Vice President, Services - Land & Air Systems Global Business Unit
Thales Group

  • Break/Fix is obsolete. What tools and processes are necessary for proactive and predictive service?
  • Integrating service more closely with R&D
  • Having strategic dialogue with stakeholders to drive change necessary to thrive in the new service business
  • Putting a plan in place to make your business model evolution happen, rather than falling behind your competition

Eric Le Joliff

Vice President, Strategy - Global Field Services
Schneider Electric


Christian Kundert

Service Operations Manager


Michael Murphy

Vice President, International Operations


Samir Gulati

Chief Marketing Officer

10:35 - 11:20 Cookie Tasting, Espresso & Networking In The Exhibit Hall

11:20 - 11:40 Owning Your Leadership Role Through Digital Transformation

Rajat Kakar - Vice President, Services Business, Fujitsu
Effective leadership is critical to carrying out change through digital transformation, and to ensure you are fully leveraging all that’s possible from your transformation. Learn how Rajat has successfully led the digital transformation at Fujitsu, one of the largest organizations in the world.

Rajat Kakar

Vice President, Services Business

11:40 - 12:00 Lessons Learned Around The Enterprise Deployment Of Augmented Reality

Florian Hager - Innovation Manager, Customer Services, Siemens Healthineers


Florian Hager

Innovation Manager, Customer Services
Siemens Healthineers

12:00 - 12:20 Creating And Capturing Exceptional Customer Value Through A Dedicated Customer Experience (CX) Team And Discipline

Phil Wolfenden - Vice President, Customer Experience Centres, Cisco EMEAR
In a market that is moving rapidly toward recurring revenue as a key driver of value and customer satisfaction, how can traditional service providers evolve their talent, structure, processes and tools to bring powerful and innovative solutions that solve our customers’ most challenging problems?  And, do this whilst driving revenue, increasing efficiencies and attracting the best people? Phil Wolfenden will show you how!

Phil Wolfenden

Vice President, Customer Experience Centres

12:20 - 12:40 Customer Experience (CX) Market Disruption Through Field-Led Continuous Innovation

Chris Dexter - Senior Director, Technical Services, Cisco Systems
This keynote will focus on the mechanics of how Cisco creates an environment for field-led continuous innovation in the CX space. Chris will discuss how we engage our field engineering and service delivery community in shaping the evolution of our customer experience.

Chris Dexter

Senior Director, Technical Services
Cisco Systems

12:40 - 13:00 How Is Real-Time Service Feasible? STILL Relies On SAP Service Cloud

Jacques Arrighi - Senior Vice President, Business Line Sales Applications & Services, STILL GmbH

Jacques Arrighi

Senior Vice President, Business Line Sales Applications & Services

13:00 - 14:00 Lunch

Concurrent Sessions - Choose One

Stream A

14:00 - 14:50 Interactive Workshop: Using Robotic Process Automation And Artificial Intelligence To Advance Field Services

Mathieu Jonker - Director & Founder, Artilience
Robotic Process Automation (RPA) and Artificial Intelligence (AI) have delivered ROIs of over 200% in Financial Services and Shared Services – but almost half of all attempts have failed or haven’t gotten beyond a Proof-of-Concept phase. In this workshop, we will discuss the potential outcomes that Robotic Process Automation and Artificial Intelligence can deliver in Field Services and the lessons to be learned from other industries:

  • Hype versus reality: what exactly are RPA & AI? 
  • What outcomes can be expected?
  • What are the use cases in Field Services?
  • How to implement & who should be involved?
  • What pitfalls to avoid & what else can we learn from other industries?

Mathieu Jonker

Director & Founder

Stream B
A facilitated strategy and best practice discussion with up to 20 participants around the nuances of different industries, including:

1. Medical Device
Steeve Dupiney, Regional EMEA Marketing Manager Service, bioMérieux 

2. Aerospace
Pedro Wiendels, Field Service Director, Airbus

Steeve Dupiney

Regional EMEA Marketing Manager Service


Pedro Wiendels

Director, Field Service

Stream C
**By Invitation Only**

An opportunity for the most forward-thinking senior-level leaders of the global service community to come together in a private setting in the afternoon. Learn what other senior executives think about service profitability and growth and create a strong network to move your business forward.

14:00 – 14:20
Chairperson’s Opening Remarks & Mastermind Participant Introductions

14:20 – 14:50
Roundtable #1: Remote Solutions To Enhance Customer Experience
Miguel Ángel Hernanz, VP, Head of Global Service Delivery Transformation, Philips

Mastermind continues at 16:15


Miguel Ángel Hernanz

Vice President/Head, Global Service Delivery Transformation

14:50 - 15:40 Interactive Workshop: A Staged Approach To Automated Scheduling

Andrea Bach - Senior Solutions Consultant, Trimble

Andrea Bach

Senior Solutions Consultant

14:50 - 15:40 Interactive Workshop: How Modern Technology Is Helping Field Service Organizations To Reimagine Their Operations

JB Chong - EMEA Business Development Lead - Dynamics 365 for Field Service, Microsoft Shaun Riordan - EMEA Field Technology Evangelist, Microsoft
Innovative organisations are taking advantage of a powerful set of technologies to make profound changes to their business models: the combination of mixed reality, connected Internet of Things (IoT) devices, AI, and advanced mobility solutions for field service workers mean that operations can be completely reimagined.

Join this session to learn how you can enable your field-based workers to operate in difficult environments and to optimise the way you deploy specialist resources in your organisation.

JB Chong

EMEA Business Development Lead - Dynamics 365 for Field Service


Shaun Riordan

EMEA Field Technology Evangelist

14:50 - 15:40 Interactive Workshop: Boost Your Field Service Through Augmented Reality And Wearables

Andrea Bardini - Product Marketing Manager, OverIT
Field Service Management is being boosted by Augmented, Mixed and Virtual Reality technologies changing the way technicians perform on field.

Join us to discover:
  • The power of AR in Field Service
  • Wearables for the workforce's health & safety 
  • Let’s play together!
  • Benefits of a visionary customer’s project

Andrea Bardini

Product Marketing Manager

15:40 - 16:25 Beers & Bites & Networking In The Exhibit Hall

15:40 - 16:25 20 Years Of Service Club Bourbon Tasting

Raise up other women in the service industry while building strong connections.
Small-group interactive roundtable discussions led by service leaders. Choose 2 (30 minutes each).

1. IoT And Connected Instruments:  Creating Value For Customers From Data, Analytics, And Vision
Venkata Reddy Mukku, VP Worldwide Service & Support, Bruker Nano Surfaces

2. Strategies For More Effective Escalation Management
Rokus Harder, Director Field Support and Education, Philips

3. Measuring Productivity And Efficiency Of Your Field Service Technicians
Hansueli Goeldi, Senior Director, OneSource Sales & Service EMEAI, PerkinElmer

4. Engineering And Sales Feedback From Field Service
Uwe Heemann, VP Aftersales, Bentec Drilling & Oilfield Systems

5. Business Transformation and Innovation
Martin Zamba, Director, EMEA Field Services, Dell EMC

6. Effectively Managing 3rd Party Service Providers
Jean-Michel Constant, Director Sales Operations EMEA, Terumo BCT Europe

7. Back Office Buildout: Leveraging Partners And Tools For A Global, Centralized, Streamlined Process
Ronald Meijaard, EMEA Service Business Governance, Hitachi Vantara
Raf Alamo, Global Customer Service & Support Operations Director, Hitachi Vantara

8. TBD
Kony Client


Venkata Reddy Mukku

Vice President, Worldwide Service & Support
Bruker Nano Surfaces


Rokus Harder

Director, Field Support & Education


Hansueli Goeldi

Senior Director, OneSource Sales & Service - EMEAI


Uwe Heemann

Vice President, Aftersales
Bentec GmbH Drilling & Oilfield Systems


Martin Zamba

Director, Field Services - EMEA
Dell EMC


Jean-Michel Constant

Director, Sales Operations - EMEA
Terumo BCT Europe


Ronald Meijaard

EMEA Service Business Governance
Hitachi Vantara


Raf Alamo

Director, Global Customer Service & Support Operations
Hitachi Vantara

**By Invitation Only**

16:25 – 16:55
Roundtable #2: Moving From Reactive To Proactive And Predictive Service Models
Martin Gilday, SVP Global Service, Elekta

16:55 – 17:25
Roundtable #3: Exploring New Service Offerings To Drive More Revenue
Massimo Lenzi, Head of Customer Service – Homeland Security & Critical Infrastructure, Leonardo


Martin Gilday

Senior Vice President, Global Service


Massimo Lenzi

Head, Customer Service - Homeland Security & Critical Infrastructure

17:25 - 18:10 Closing Guest Speaker: Counter-Terrorist Bomb Disposal: An Inspirational Story Of Extreme Pressure, Deadly Devices And The Critical Role Of Logistics

Maj. Chris Hunter QGM - Counter-Terrorist Bomb Disposal Specialist, British Army (Retired)

Maj. Chris Hunter QGM

Counter-Terrorist Bomb Disposal Specialist
British Army (Retired)

18:10 - 19:10 Drinks Reception In The Exhibit Hall