Field Service Europe 2021

2021

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

One of Germany’s top manufacturers speaks to a main challenge on everyone’s mind: change management. With the rapid evolution of technology and the services industry, change management will likely be a priority for the rest of your career. In this session you’l learn how to establish the outcomes you want to achieve with your change management program. You’ll outline the most critical components of an effective change management program. And Martin will share change management successes and failures.
Martin Fischer, Head of Global Service and Customer Care at Carl Zeiss Microscopy

Martin Fischer

Head of Global Service and Customer Care
Carl Zeiss Microscopy

10:05 am - 10:25 am A New Perspective For Service Effectiveness

Executive, Help Lightning
Marc Guthrie, COO at Help Lightning

Marc Guthrie

COO
Help Lightning

10:25 am - 11:05 am Panel: Pay-Per-Use, Subscription, And Outcomes Based Service Models: What You Need To Know To Move Into The Next Generation Of Service And Support

This panel of experts will debate how to ensure your IoT capabilities and data are up to par to support an outcomes-based service model. Learn How to get your customers on board with the shared risk/reward of this service model. They will explore SLA and service contract pricing best practices with an outcomes-based service model, and will identify 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, Vice President at OCC Club

Andrea Pisoni

Vice President
OCC Club

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 Multi-Brand Service Capabilities

Frank will discuss how to move beyond the confines of the OEM space to grow your service business. He’ll share how to take the capabilities, processes, systems, and safety strategies from your own equipment to others. Frank will discuss best practices for growing this aspect of your business, including ownership and metrics. He will talk about expanding business to the customers you already have relationships with and the role of data in your growth agenda.
Frank Heinz, Head of Multibrand Service Sales at Siemens Gamesa

Frank Heinz

Head of Multibrand Service Sales
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
Anthony Daly, VP Service Delivery, EMEA, Astea International

#2 Field Service And Customer Experience: The Uberization Of Field Service
Martin Green, Region VP of Sales, EMEA, Salesforce

#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
Christophe Hiette, Service Productivity Manager, GE Healthcare
Salvador Gimeno Marin, Service Field Operations Manager Industrial Door Solutions, ASSA ABLOY
Etienne Aufenacker, ASSA ABLOY
Annika Roelofs, Training Department Team Leader, Bentec Drilling & Oilfield Systems
Marcin Szymanski, Chief Sales Officer and Operation Manager, XMReality AB

#5 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

#6 - #8 TBD

Ferry Kalfsvel, Managing Director, Supply Chain Solutions at Centric

Ferry Kalfsvel

Managing Director, Supply Chain Solutions
Centric

Martin Green, Region VP of Sales, EMEA at Salesforce

Martin Green

Region VP of Sales, EMEA
Salesforce

Salvador Gimeno Marin, Service Field Operations Manager Industrial Door Solutions at ASSA ABLOY

Salvador Gimeno Marin

Service Field Operations Manager Industrial Door Solutions
ASSA ABLOY

Walter Van Genderen, Operations Manager IDS - Operations Manager IDS - Entrance Systems Nederland at ASSA ABLOY

Walter Van Genderen

Operations Manager IDS - Operations Manager IDS - Entrance Systems Nederland
ASSA ABLOY

Annika Roelofs, Training Department Team Leader at Bentec Drilling & Oilfield Systems

Annika Roelofs

Training Department Team Leader
Bentec Drilling & Oilfield Systems

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

Marcin Szymanski

Chief Sales Officer and Operation Manager
XMReality AB

Edward Bownass, Director, Global Field Service at BT

Edward Bownass

Director, Global Field Service
BT

Anthony Daly

VP Service Delivery, EMEA
Astea International

Bryan Maguire, Executive Strategist at Entercoms

Bryan Maguire

Executive Strategist
Entercoms

Christophe Hiette

Service Productivity Manager
GE Healthcare

1:15 pm - 2:15 pm Lunch

Stream A: Business Value

2:15 pm - 2:25 pm Chairperson’s Afternoon Address
Fabrizio Battaglia, Partner at Global Partners Training

Fabrizio Battaglia

Partner
Global Partners Training

Stream B: Innovation

2:15 pm - 2:25 pm Chairperson’s Afternoon Address
Emma Lampert, Global Head of Customer Success at Localz

Emma Lampert

Global Head of Customer Success
Localz

Stream C: Optimization

2:15 pm - 2:25 pm Chairperson’s Afternoon Address
Jan van Veen, Co-Founder & Managing Director at moreMomentum

Jan van Veen

Co-Founder & Managing Director
moreMomentum

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

Jan will help you ensure your IoT capabilities and data are up to par to support an outcomes-based service model. He’ll discuss how to get your customers on board with the shared risk/reward of this service model, as well as SLA and service contract pricing best practices with an outcomes-based service model. Finally, you’ll explore 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

This presentation is a look at the 6-year in-house IoT platform project at VBR Turbine Partners. Patrick will discuss how to build a platform to remote support clients and future technicians as well as to provide condition-based maintenance. He’ll show you how to keep the platform secure and communicate this to customers. You’ll see how to translate and interpret 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

Koen will help you get a clear view on what your customers expect from you to agree upon what you want to achieve. You’ll learn how to use data and machine learning for SLA and spare parts analysis. He’ll discuss creating team leaders responsible for meeting KPIs and ensuring you have the right partners to support your performance goals. Koen will also share execution best practices.
Koen Heikens, Transition Manager at Servilux Service

Koen Heikens

Transition Manager
Servilux Service

2:45 pm - 3:05 pm Field Or Fold: Connecting Your Field Organisation And Your Group Strategy


Robin Butler, Former Interim Director of Enterprise Field (Engineering) Service at BT

Robin Butler

Former Interim Director of Enterprise Field (Engineering) Service
BT

2:45 pm - 3:05 pm Culture, Communication, And Data Strategies For A Dealer Network Of Small To Medium-Sized Companies

Vsevolod Gavrilov offers a unique perspective on service: He works for one of the largest manufacturing corporations in the world, but most of his independent dealer network is small to medium-sized companies. Many of these aftermarket businesses are too small or too local to collect big data or to afford digitalization. During this presentation, he’ll explain the cultural and communication shifts necessary for success in working with varying sized companies. He’ll explore connecting to dealers to use data, and how to respond when plans don’t work out as expected. 
Vsevolod Gavrilov, Director Market Unit Russia at Volvo Penta

Vsevolod Gavrilov

Director Market Unit Russia
Volvo Penta

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

In this supply chain optimization presentation, John will outline the big changes that were made globally to ensure faster delivery. He’ll explain how to take an end-to-end approach on defining spare parts and delivery. John will discuss how this approach will enhance customer loyalty on a global scale.
John Klein, Service Operations Director at Grundfos

John Klein

Service Operations Director
Grundfos

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

Bryan Maguire, Executive Strategist at Entercoms

Bryan Maguire

Executive Strategist
Entercoms

Please choose Stream A or C

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

At Viasat, there is a belief that everything can be connected. The organization strives to deliver high-speed Internet on the ground, in the air, at sea, for businesses, government, and individuals - even to those living in remote villages and towns. This approach means the company now serves 600 000 subscribers, manages thousands of service orders each day, and handles the work of over 2 000 technicians.

The presentation will cover the following topics:

- The satellite service provider’s main business goals and how they are reached
- The main challenges of international expansion in the context of field service delivery
- Insights from 10 years of partnership in Comarch FSM tool and field service process optimization.
Fabian Rodriguez, Field Systems Manager at Viasat

Fabian Rodriguez

Field Systems Manager
Viasat

Piotr Wójcik, Product Manager at Comarch

Piotr Wójcik

Product Manager
Comarch

3:25 pm - 4:05 pm Panel: Monetizing More Offerings, Creating Value, And Diversifying Revenue Streams To Expand Your Service Business

This panel of experts will explore different ways to add more value without increasing cost. They’ll look at moving beyond the confines of the OEM space to drive more revenue in your service business. They’ll share how they think outside the box to create business offerings for current customers and debate the best ways to monetize 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 Astelom Group

Stef Vanneste

CEO
Astelom Group

Erik Lapre, Vice President, Services at Schneider Electric

Erik Lapre

Vice President, Services
Schneider Electric

Tommy Jess

Director Global Product Support
QIAGEN

This panel of experts will share best practices for AR piloting, implementation, and scale. They’ll help you decide whether to promote or minimize your use of AR, plus how to get past the “you sent the junior person?” objection. They’ll go over hardware and software selection for your business’ unique needs, which will help you determine 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

Andy Barker, Project Manager at PTC

Andy Barker

Project Manager
PTC

This panel of experts will determine the right metrics and KPIs to measure parts supply effectiveness. They’ll debate the best ways to build relationships with your logistics partners to create parts efficiency and what to do when end-of-life spares are unavailable or very expensive. Finally, they’ll discuss what innovative technologies including artificial intelligence are impacting spare parts management.

Martin Fischer, Head of Global Service and Customer Care at Carl Zeiss Microscopy

Martin Fischer

Head of Global Service and 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

Frank Odogu, Head Of Customer Service at Atlas Converting Equipment

Frank Odogu

Head Of Customer Service
Atlas Converting Equipment

4:05 pm - 4:50 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 Using IoT and Digitization To Deliver Value In A Practical Way
Alexander Alten – Lorenz, Managing Director, digitalgrid

#2  Ideas For Maximizing Revenue From Existing Customers
Andrea Magaldi, Service Business Development, Marelli Motori

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

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

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

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

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

#8  Creating Service Value: Determining The Best Way For Field Technician Customer Insight To Make Its Way To The Sales Team
Stéphane Dufoix, EMEA Service Director, bioMerieux

Alexander Alten – Lorenz, Managing Director at digitalgrid

Alexander Alten – Lorenz

Managing Director
digitalgrid

Andrea Magaldi, Service Business Development at Marelli Motori

Andrea Magaldi

Service Business Development
Marelli Motori

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

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

Jean-Pierre Braun

Vice President, Global Field Force
Nokia

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

Henrietta Haavisto

Head of Service Transformation Change Management, Global Maintenance
KONE

Stéphane Dufoix, EMEA Service Director at bioMerieux

Stéphane Dufoix

EMEA Service Director
bioMerieux

4:50 pm - 5:50 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

5:50 pm - 7:20 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.

7:20 pm - 7:20 pm Day One Concludes