Field Service Europe 2024
28 - 30 October, 2024
Hotel Okura Amsterdam
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,
Field Service
9:10 am - 9:25 am
Chairperson’s Opening Address
Fabrizio Battaglia -
Partner,
Global Partners Training
9:25 am - 9:45 am
Designing A Service Delivery Model That Provides A Best-In-Class Experience
Miguel Ángel Hernanz -
Vice President/Head, Global Service Delivery Transformation,
Philips
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.
9:45 am - 10:05 am
Effective Change Management For Ongoing Success
Martin Fischer -
Head of Global Service and Customer Care,
Carl Zeiss Microscopy
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.
10:05 am - 10:25 am
A New Perspective For Service Effectiveness
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
Eric Le Joliff -
VP, Strategy - Global Field Services,
Schneider Electric
Andrea Pisoni -
Vice President,
OCC Club
Christian Nolte -
Vice President, Global Service–PCM,
WMF Group
Kieran Notter -
VP, Global Customer Transformation,
ServiceMax
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.
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 Heinz -
Head of Multibrand Service Sales,
Siemens Gamesa
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.
12:10 pm - 12:30 pm
Mixed Reality And Field Service
Sajith Sahadevan -
Global Product Marketing Lead,
Microsoft
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
12:30 pm - 1:15 pm
Technology Toolbox Talks
Ferry Kalfsvel -
Managing Director, Supply Chain Solutions,
Centric
Martin Green -
Region VP of Sales, EMEA,
Salesforce
Salvador Gimeno Marin -
Service Field Operations Manager Industrial Door Solutions,
ASSA ABLOY
Walter Van Genderen -
Operations Manager IDS - Operations Manager IDS - Entrance Systems Nederland,
ASSA ABLOY
Annika Roelofs -
Training Department Team Leader,
Bentec Drilling & Oilfield Systems
Marcin Szymanski -
Chief Sales Officer and Operation Manager,
XMReality AB
Edward Bownass -
Director, Global Field Service,
BT
Anthony Daly -
VP Service Delivery, EMEA,
Astea International
Bryan Maguire -
Executive Strategist,
Entercoms
Christophe Hiette -
Service Productivity Manager,
GE Healthcare
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
Walter Van Genderen
Operations Manager IDS - Operations Manager IDS - Entrance Systems NederlandASSA ABLOY
1:15 pm - 2:15 pm
Lunch
Stream A: Business Value
2:15 pm - 2:25 pm Chairperson’s Afternoon Address Fabrizio Battaglia - Partner, Global Partners TrainingStream B: Innovation
2:15 pm - 2:25 pm Chairperson’s Afternoon Address 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, moreMomentum
2:25 pm - 2:45 pm
Outcome Based Services: Moving Into The Next Generation Of Service
Jan van Dijk -
Regional Sales Leader, Connected Services - Benelux,
Honeywell Bulding Solutions
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 - BeneluxHoneywell Bulding Solutions
2:25 pm - 2:45 pm
Creating An IoT Platform To Enable Remote Assistance And Conditioned Maintenance
Patrick Jansen -
Manager Field Service Department,
VBR Turbine Partners
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.
2:25 pm - 2:45 pm
Improving A Field Service Operation With Data Analysis And Machine Learning
Koen Heikens -
Transition Manager,
Servilux Service
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.
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,
BT
2:45 pm - 3:05 pm
Culture, Communication, And Data Strategies For A Dealer Network Of Small To Medium-Sized Companies
Vsevolod Gavrilov -
Director Market Unit Russia,
Volvo Penta
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.
2:45 pm - 3:05 pm
End-To-End Spare Parts Supply Chain Optimization To Ensure Faster Delivery
John Klein -
Service Operations Director,
Grundfos
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.
3:05 pm - 3:25 pm
The Future Of Spare Parts Planning
Bryan Maguire -
Executive Strategist,
Entercoms
• 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
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
Fabian Rodriguez -
Field Systems Manager,
Viasat
Piotr Wójcik -
Product Manager,
Comarch
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.
3:25 pm - 4:05 pm
Panel: Monetizing More Offerings, Creating Value, And Diversifying Revenue Streams To Expand Your Service Business
Ralf Bootz -
Global Customer Service Market to Order Lead,
Philips
Stef Vanneste -
CEO,
Astelom Group
Erik Lapre -
Vice President, Services,
Schneider Electric
Tommy Jess -
Director Global Product Support,
QIAGEN
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.
3:25 pm - 4:05 pm
Panel: Embracing The Next Phase Of Augmented Reality Technology
Claire Keelan -
Service Director, UK&I,
Johnson Controls
Anthony Musgrave -
Business Unit Manager - Field Service,
Olympus Medical
Andy Barker -
Project Manager,
PTC
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.
3:25 pm - 4:05 pm
Panel: Overcoming Spare Parts Supply And Management Issues To Achieve First Time Fix (FTF)
Martin Fischer -
Head of Global Service and Customer Care,
Carl Zeiss Microscopy
Perry Leijten -
Senior Manager After Market Service,
Pentair Filtration Solutions
Frank Odogu -
Head Of Customer Service,
Atlas Converting Equipment
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.
4:05 pm - 4:50 pm
Sweet Treats, Espresso & Networking In The Exhibit Hall
4:50 pm - 5:50 pm
Beer-Tasting Service Organization Toolbox Talks
Alexander Alten – Lorenz -
Managing Director,
digitalgrid
Andrea Magaldi -
Service Business Development,
Marelli Motori
Rokus Harder -
Director of Field Support & Education,
Philips
Louise Murton -
Head of Operations – Aftersales,
Baxi
Venkata Reddy Mukku -
Director, Worldwide Service Organisation,
Bruker Nano Analytics
Jean-Pierre Braun -
Vice President, Global Field Force,
Nokia
Henrietta Haavisto -
Head of Service Transformation Change Management, Global Maintenance,
KONE
Stéphane Dufoix -
EMEA Service Director,
bioMerieux
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
Henrietta Haavisto
Head of Service Transformation Change Management, Global MaintenanceKONE
4:50 pm - 5:50 pm
New Service Offering Parameters And Impact Effort Matrix Creation Workshop
Alec Pinto -
Regional Service Manager DACH & High Growth Markets,
Leica Biosystems
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.
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.