Field Service Europe 2019

10 - 11 December, 2019

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

Day One: Expanding Service Offerings And Moving Towards Outcomes-Based Service Models

Tuesday, 10 December, 2019

8:00 am - 9:00 am Registration & Welcome Coffee In The Exhibit Hall

9:00 am - 9:10 am Welcome Remarks

Sara Mueller, Portfolio Program Director at Field Service

Sara Mueller

Portfolio Program Director
Field Service

9:10 am - 9:25 am Chairperson’s Opening Address

Fabrizio Battaglia, Partner at Global Partners Training

Fabrizio Battaglia

Partner
Global Partners Training

9:25 am - 9:45 am Designing A Service Delivery Model That Provides A Best-In-Class Experience

Learn how to define a best-in-class experience and ensure it’s something your customers get every day. Examine the most critical elements of a service delivery model that supports best-in-class, and hear lessons learned throughout the development process.
Miguel Ángel Hernanz, Vice President/Head, Global Service Delivery Transformation at Philips

Miguel Ángel Hernanz

Vice President/Head, Global Service Delivery Transformation
Philips

9:45 am - 10:05 am Effective Change Management For Ongoing Success

• With the rapid evolution of technology and the services industry, change management will likely be a priority for the rest of your career
• Establishing the outcomes you want to achieve with your change management program
• Outlining the most critical components of an effective change management program
• Sharing cross-industry change management successes and failures
Martin Fischer, Vice President, Global Service & Customer Care at Carl Zeiss Microscopy

Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy

10:05 am - 10:25 am Keynote Presentation By Help Lightning

Executive, Help Lightning
•Ensuring your IoT capabilities and data are up to par to support an outcomes-based service model
•How to get your customers on board with the shared risk/reward of this service model
•SLA and service contract pricing best practices with an outcomes-based service model
•Exploring industry benchmarks and 5 – year plans for outcome-based service
Eric Le Joliff, VP, Strategy - Global Field Services at Schneider Electric

Eric Le Joliff

VP, Strategy - Global Field Services
Schneider Electric

Andrea Pisoni, Chairman of the Board of Directors, Turbo-Union, and Director at Q-Bot

Andrea Pisoni

Chairman of the Board of Directors, Turbo-Union, and Director
Q-Bot

Christian Nolte, Vice President, Global Service–PCM at WMF Group

Christian Nolte

Vice President, Global Service–PCM
WMF Group

Kieran Notter, VP, Global Customer Transformation at ServiceMax

Kieran Notter

VP, Global Customer Transformation
ServiceMax

11:05 am - 11:50 am Donut Worry Espresso & Networking In The Exhibit Hall

11:50 am - 12:10 pm A Growth Agenda: Building Capabilities To Service Other Products Beyond Your Own

•How to move beyond the confines of the OEM space to grow your service business
•Taking the capabilities, processes, systems, and safety strategies from your own equipment to others
•Best practices for growing this aspect of your business, including ownership and metrics
•Expanding business to the customers you already have relationships with
•The role of data in your growth agenda
Grant Walker, Regional CEO, Service - Northern Europe & Middle East at Siemens Gamesa

Grant Walker

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

12:10 pm - 12:30 pm Mixed Reality And Field Service

Learn how Mixed Reality is changing the nature of the Field Service business by enabling key scenarios around technician remote assistance, Mixed Reality Guides and Insights. Since mixed reality blends both physical and digital worlds, these two realities define the polar ends of a spectrum known as the virtuality continuum. This enables service organizations to operate more efficiently, reduce operational costs and empower their technicians to solve problems faster. 

• Field Service & Mixed Reality
• Remote Assist and First Time Fix Rate
• Guides and use cases
• Insights
Sajith Sahadevan, Global Product Marketing Lead at Microsoft

Sajith Sahadevan

Global Product Marketing Lead
Microsoft

Get the inside scoop on the latest tool you are considering to implement or upgrade. By being in conversation with other service VPs and directors, you’ll learn best practices for selection and roll out, mistakes to avoid, and ways to gain most ROI from the technology. These discussions are facilitated by the leading solution providers in the industry. Choose one.

#1 How To Meet The Needs Of Today And Tomorrow Within Field Services
Ferry Kalfsvel, Managing Director, Supply Chain Solutions, Centric
John Hunt, Managing Director, EMEA, Astea International

#2 Field Service And Customer Experience: The Uberization Of Field Service
Hilla Karni, VP Product & Customer Marketing, Click Software

#3 The Future Of Spare Parts Planning
Rohit Joshi, SVP Supply Chain Transformation, Entercoms

#4 Using Remote Guidance To Build A World-Class Helpdesk And Service Organization
Marcin Szymanski, Chief Sales Officer and Operation Manager, XMReality AB

#5 - #8 TBD

Ferry Kalfsvel, Managing Director, Supply Chain Solutions at Centric

Ferry Kalfsvel

Managing Director, Supply Chain Solutions
Centric

John Hunt, Managing Director EMEA at Astea International

John Hunt

Managing Director EMEA
Astea International

Hilla Karni, Vice President, Product & Customer Marketing at ClickSoftware

Hilla Karni

Vice President, Product & Customer Marketing
ClickSoftware

Rohit Joshi, SVP Supply Chain Transformation at Entercoms

Rohit Joshi

SVP Supply Chain Transformation
Entercoms

Marcin Szymanski, Chief Sales Officer and Operation Manager at XMReality AB

Marcin Szymanski

Chief Sales Officer and Operation Manager
XMReality AB

1:15 pm - 2:15 pm Lunch

Stream A: Business Value

2:15 pm - 2:25 pm Chairperson’s Afternoon Address

Stream B: Innovation

2:15 pm - 2:25 pm Chairperson’s Afternoon Address

Stream C: Optimization

2:15 pm - 2:25 pm Chairperson’s Afternoon Address

Stream D: Think Tanks - Limited Seating. Pre-Registration Required

2:15 pm - 2:55 pm Doing More With Data

2:25 pm - 2:45 pm Outcome Based Services: Moving Into The Next Generation Of Service

•Ensuring your IoT capabilities and data are up to par to support an outcomes-based service model
•How to get your customers on board with the shared risk/reward of this service model
•SLA and service contract pricing best practices with an outcomes-based service model
•Exploring industry benchmarks and 5 – year plans for outcome-based service

Jan van Dijk, Regional Sales Leader, Connected Services - Benelux at Honeywell Bulding Solutions

Jan van Dijk

Regional Sales Leader, Connected Services - Benelux
Honeywell Bulding Solutions

2:25 pm - 2:45 pm Creating An IoT Platform To Enable Remote Assistance And Conditioned Maintenance

•A look at the 6-year in-house IoT platform project at VBR Turbine Partners
•Building a platform to remote support clients and future technicians as well as to provide condition-based maintenance
•How to keep the platform secure and communicate this to customers
•Translating and interpreting data in a central dashboard for all stakeholders

Patrick Jansen, Manager Field Service Department at VBR Turbine Partners

Patrick Jansen

Manager Field Service Department
VBR Turbine Partners

2:25 pm - 2:45 pm Improving A Field Service Operation With Data Analysis And Machine Learning

•Getting a clear view on what your customers expect from you to agree upon what you want to achieve
•Using data and machine learning for SLA and spare parts analysis
•Creating team leaders responsible for meeting KPIs
•Ensuring you have the right partners to support your performance goals
•Execution best practices
Koen Heikens, Transition Manager at Servilux Service

Koen Heikens

Transition Manager
Servilux Service

2:45 pm - 3:05 pm Re-Thinking Service Warranties: How To Monetise Your Field Service Through Aftersales Offerings

Step outside the box to increase your service revenue and learn new warranty strategies from one of the leading global manufacturers. 
Peter Langworthy, EMEA Service Director at GE Healthcare

Peter Langworthy

EMEA Service Director
GE Healthcare

2:45 pm - 3:05 pm A Crowd Sourcing Field Service Case Study With Aviat Networks

• Explaining how crowd sourcing works in field service
• Assessing the benefits and detriments of moving from a cost-plus service model to crowd sourcing
• Modeling how to translate efficiencies and get better pricing
• Making cultural shifts and helping executives get comfortable with an unknown model that can come with unknown risks
• Improving efficiency to get 100% utilization rate from your technicians

Sean  McBride, Senior Manager, International Technical Support at Aviat Networks

Sean McBride

Senior Manager, International Technical Support
Aviat Networks

2:45 pm - 3:05 pm End-To-End Spare Parts Supply Chain Optimization To Ensure Faster Delivery

• Outlining the big changes that were made globally to ensure faster delivery
• Taking an end-to-end approach on defining spare parts and delivery
• Enhancing customer loyalty on a global scale

John Klein, Service Operations Director at Grundfos

John Klein

Service Operations Director
Grundfos

2:55 pm - 3:35 pm AI & Machine Learning

3:05 pm - 3:25 pm The Future Of Spare Parts Planning

• Macro-economic changes – Increased servitization
• Historical Spare Parts planning and why it will not work in the new world
• How will the future of spare parts planning look like in the new world
• How companies can assess current state and map out a transformation roadmap

Rohit Joshi, SVP Supply Chain Transformation at Entercoms

Rohit Joshi

SVP Supply Chain Transformation
Entercoms

5:05 pm - 5:25 pm Field Service And Customer Experience: The Uberization Of Field Service

On-demand service apps have forever changed customer expectations. As a service provider, what does that mean for you? Join us to learn how you can address customers’ changing communication preferences, provide greater transparency and accuracy in the field, and deliver exceptional service.

Key takeaways:

• Deliver better customer experiences
• Improve operational efficiency
• Business agility – be ready for the future

Hilla Karni, Vice President, Product & Customer Marketing at ClickSoftware

Hilla Karni

Vice President, Product & Customer Marketing
ClickSoftware

3:05 pm - 3:25 pm Field Service Solution As Part Of Viasat's Mission To Connect The World

Fabian Rodriguez

Field Systems Manager
Viasat

Piotr Wójcik, Product Manager at Comarch

Piotr Wójcik

Product Manager
Comarch

• Exploring different ways to add more value without increasing cost
• Moving beyond the confines of the OEM space to drive more revenue in your service business
• Thinking outside the box to create business offerings for current customers
• Monetizing services that were free before

Ralf Bootz, Global Customer Service Market to Order Lead at Philips

Ralf Bootz

Global Customer Service Market to Order Lead
Philips

Stef Vanneste, CEO at Petersime

Stef Vanneste

CEO
Petersime

Thomas Kraft, Director Partner Business at PEAK-Service, A Part of QIAGEN

Thomas Kraft

Director Partner Business
PEAK-Service, A Part of QIAGEN

Erik Lapre, Vice President, Services at Schneider Electric

Erik Lapre

Vice President, Services
Schneider Electric

Peter Gijbels, Global Portfolio Manager at Endress+Hauser

Peter Gijbels

Global Portfolio Manager
Endress+Hauser

3:25 pm - 4:05 pm Panel: Embracing The Next Phase Of Augmented Reality Technology

• Best practices for piloting, implementation, and scale
• Deciding whether to promote or minimize your use of AR, plus how to get past the “you sent the junior person?” objection
• Hardware and software selection for your business’ unique needs
• Determining value and ROI

Claire Keelan, Service Director, UK&I at Johnson Controls

Claire Keelan

Service Director, UK&I
Johnson Controls

Anthony Musgrave, Business Unit Manager - Field Service at Olympus Medical

Anthony Musgrave

Business Unit Manager - Field Service
Olympus Medical

• Determining the right metrics and KPIs to measure parts supply effectiveness
• The best ways to build relationships with your logistics partners to create parts efficiency
• What to do when end-of-life spares are unavailable or very expensive?
• What innovative technologies including artificial intelligence are impacting spare parts management?

Martin Fischer, Vice President, Global Service & Customer Care at Carl Zeiss Microscopy

Martin Fischer

Vice President, Global Service & Customer Care
Carl Zeiss Microscopy

Perry Leijten, Senior Manager After Market Service at Pentair Filtration Solutions

Perry Leijten

Senior Manager After Market Service
Pentair Filtration Solutions

Didier De Vos, VP EMEA Service & Solutions at Glory

Didier De Vos

VP EMEA Service & Solutions
Glory

Frank Odogu, Head Of Customer Service at Atlas Converting Equipment

Frank Odogu

Head Of Customer Service
Atlas Converting Equipment

3:35 pm - 4:15 pm Field & Mobility Tools

4:05 pm - 4:15 pm Demo Spotlight

4:05 pm - 4:15 pm Demo Spotlight

4:05 pm - 4:15 pm Demo Spotlight

4:15 pm - 5:00 pm Sweet Treats, Espresso & Networking In The Exhibit Hall

Tap into the expertise of 10 – 12 of your service peers who are working through the same challenges as you during these interactive small-group roundtable discussions. You’ll get tangible take-aways here to carry out your most important projects in 2020. 

Choose two. 30 minutes each.

#1 Industry Collaboration? Exploring The Potential To Move To A Field Service Partner Ecosystem To Minimize Assets And Create Efficiency
Edward Bownass, Director, Global Field Service, BT

#2 Optimising Work With 3rd Party Service Providers That Are Both Customers And Competitors
Love Bergquist, Customer and Consumer Services Director, Miele

#3 Combining Digital And Analogue Services To Provide A Value Adding Offering For Customers
Merete Kræmmer Christiansen, Global Market Manager, FOSS

#4 Building An Integrated Global Team That Works In Different Markets
Rokus Harder, Director Field Support and Education, Philips

#5 Staff Engagement, Including Clear Development Pathways And Progression Within The Business
Louise Murton, Head of Operations – Aftersales, Baxi

#6 Increasing Service Revenue With Better Alignment Among Marketing And Sales
Venkata Reddy Mukku, VP Worldwide Service & Support, Bruker Nano Surfaces

#7 Making Safety A Priority To Protect Your Traveling Technicians
Jean-Pierre Braun, VP Global Field Force, Global Services, Nokia

#8 Effective Change Management For Ongoing Success
Henrietta Haavisto, Head of Service Transformation Change Management, Global Maintenance, KONE

Edward Bownass, Director, Global Field Service at BT

Edward Bownass

Director, Global Field Service
BT

Love Bergquist, Customer and Consumer Services Director at Miele

Love Bergquist

Customer and Consumer Services Director
Miele

Merete Kræmmer Christiansen, Global Market Manager at FOSS

Merete Kræmmer Christiansen

Global Market Manager
FOSS

Rokus Harder, Director of Field Support & Education at Philips

Rokus Harder

Director of Field Support & Education
Philips

Louise Murton, Head of Operations – Aftersales at Baxi

Louise Murton

Head of Operations – Aftersales
Baxi

Venkata  Reddy Mukku, Director, Worldwide Service Organisation at Bruker Nano Analytics

Venkata Reddy Mukku

Director, Worldwide Service Organisation
Bruker Nano Analytics

Henrietta Haavisto, Head of Service Transformation Change Management, Global Maintenance at KONE

Henrietta Haavisto

Head of Service Transformation Change Management, Global Maintenance
KONE

Jean-Pierre Braun, Vice President, Global Field Force at Nokia

Jean-Pierre Braun

Vice President, Global Field Force
Nokia

5:00 pm - 6:00 pm New Service Offering Parameters And Impact Effort Matrix Creation Workshop

Collaborate in small groups with other service leaders to identify the most important parameters for new service offerings. The cross-industry discussion is sure to stimulate new ideas for you. Then work together to create an impact effort (or action priority) matrix to determine which new service offerings are likely to generate greatest ROI for your organization.
Alec Pinto, Regional Service Manager DACH & High Growth Markets at Leica Biosystems

Alec Pinto

Regional Service Manager DACH & High Growth Markets
Leica Biosystems

6:00 pm - 7:30 pm Drinks Reception In The Exhibit Hall

If you haven’t been to a Field Service party, you’re missing out! Join us for drinks, food, and entertainment to learn what all the fuss is about, and deepen relationships that will move your service organization forward.

7:30 pm - 7:30 pm Day One Concludes