Field Service Europe 2019

10 - 11 December, 2019

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

Day Two: Tools And Processes To Wow Your Customers And Team

Wednesday, 11 December, 2019

8:15 am - 9:00 am Coffee in the Exhibit Hall

9:00 am - 9:05 am Welcome Remarks

Sara Mueller, Portfolio Program Director at Field Service

Sara Mueller

Portfolio Program Director
Field Service

9:05 am - 9:20 am Chairperson’s Opening Address

Marne Martin, President, IFS Service Management Business Unit and CEO at WorkWave

Marne Martin

President, IFS Service Management Business Unit and CEO
WorkWave

9:20 am - 9:40 am Giving Your Team The Tools To Make Every Customer Contact Special

Every customer contact is an opportunity to make an impression on them, so you shouldn’t leave these customer contacts to chance! In today’s workplace, providing good service is expected. But going above and beyond at each contact with the customer is where you can make a difference that builds loyalty. This presentation will walk you through designing a program that gives your team the tools and possibilities to make all customer interactions special.
Sebastian Umbreit, VP Global Technical Services & AWP EMEAR at Terex

Sebastian Umbreit

VP Global Technical Services & AWP EMEAR
Terex

9:40 am - 10:00 am Improving Customer Uptime With Prediction-Based Preventative Service

•Outlining the goals, major decisions, and key stateholders of the program
•Sharing challenges, successes, and results of the pilot program
•Explaining how this program can be expanded in the future
Mark Schiphorst, VP Global Service Excellence at Thermo King

Mark Schiphorst

VP Global Service Excellence
Thermo King

•Examining how is AI currently being used in service and how will it be leveraged 3 – 5 years from now
•Determining the best-of-the-best AI vendors for service, and which match most closely to your organization’s needs
•Identifying which FSM platforms integrate most seamlessly with the leading AI vendors
•Adapting at a pace that works for your organization since change management needs to be handled effectively
Joerg Brandstaedter, Vice President, Global Service Excellence at QIAGEN

Joerg Brandstaedter

Vice President, Global Service Excellence
QIAGEN

Norbert Kamberg, Director, Global Operations - Field Services & Tools at Siemens Power & Gas Services

Norbert Kamberg

Director, Global Operations - Field Services & Tools
Siemens Power & Gas Services

Christoph Biberacher, Digital Construction Technology Specialist at Zeppelin

Christoph Biberacher

Digital Construction Technology Specialist
Zeppelin

Sarah Nicastro, Field Service Evangelist at IFS and Workwave

Sarah Nicastro

Field Service Evangelist
IFS and Workwave

10:40 am - 11:25 am Sweet & Savory Treats + Networking In The Exhibit Hall

11:25 am - 11:45 am Delivering A Consistent Customer Experience Across The Globe

•Value stream mapping to determine processes that can be adopted across the globe
•Figuring out if KPIs should be the same globally or vary in different countries
•Planning how to improve consistency to support continued growth of your business
Christian Nolte, Vice President, Global Service–PCM at WMF Group

Christian Nolte

Vice President, Global Service–PCM
WMF Group

11:45 am - 12:05 pm Keynote Presentation By Salesforce

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 one.

#1 Centralization Vs. Decentralization Of Service
Ferdinand Juhas, Europe, Middle East & Africa Customer Services, Siemens Healthcare

#2 Revving Up Your Chatbot Strategy To Be Most Effective
Dr. Olaf Schulz, Director Global Service & Customer Support, Bruker Nano Analytics

#3 Making Safety A Priority To Protect Your Traveling Technicians
Drew Mackie, Contracts Manager, Morrison Construction - Galliford Try

#4 Increasing Service Revenue With Better Alignment Among Marketing And Sales
Jean-Michel Constant, Director Sales Operations EMEA, Terumo BCT

#5 Making Predictive And Prescriptive Diagnostics A Reality
Marko Heino, Director, Asset Reliability Optimization, Valmet

#6 Technician Training Best Practices
Annika Roelofs, Training Department Team Leader, Bentec Drilling & Oilfield Systems

#7 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

#8 TBD
Ronald Meijaard, Business Management Lead, Global Customer Service and Support (CS&S), Hitachi Vantara


Ferdinand Juhas, Europe, Middle East & Africa Customer Services at Siemens Healthcare

Ferdinand Juhas

Europe, Middle East & Africa Customer Services
Siemens Healthcare

Dr. Olaf Schulz, Director Global Service & Customer Support at Bruker Nano Analytics

Dr. Olaf Schulz

Director Global Service & Customer Support
Bruker Nano Analytics

Drew Mackie, Contracts Manager at Morrison Construction - Galliford Try

Drew Mackie

Contracts Manager
Morrison Construction - Galliford Try

Jean-Michel Constant, Director, Sales Operations - EMEA at Terumo BCT Europe

Jean-Michel Constant

Director, Sales Operations - EMEA
Terumo BCT Europe

Marko Heino, Director, Asset Reliability Optimization at Valmet

Marko Heino

Director, Asset Reliability Optimization
Valmet

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

Annika Roelofs

Training Department Team Leader
Bentec Drilling & Oilfield Systems

Stéphane Dufoix, EMEA Service Director at bioMerieux

Stéphane Dufoix

EMEA Service Director
bioMerieux

Ronald Meijaard, Business Management Lead, Global Customer Service and Support (CS&S) at Hitachi Vantara

Ronald Meijaard

Business Management Lead, Global Customer Service and Support (CS&S)
Hitachi Vantara

12:05 pm - 12:50 pm Heads of Service Mastermind: Secrets To Advancing Your Service Operations From The Leaders In The Industry – By Invite Only

An invitation-only opportunity for the most forward-thinking senior-level leaders of the global service community to exchange ideas about service advancement in a private, vendor-free setting. Through facilitated discussion with 12 – 15 other heads of service, our most VIP attendees, you’ll get answers to your most pressing service challenges. You even get to nominate which topics you’d like to discuss that will make the greatest impact on your operations.

To request one of the limited seats, contact program director Sara Mueller at sara.mueller@wbresearch.com or +1 239.451.4155.

Eric Le Joliff, VP, Strategy - Global Field Services at Schneider Electric

Eric Le Joliff

VP, Strategy - Global Field Services
Schneider Electric

12:50 pm - 1:50 pm Lunch

Stream A: Customer Success

1:50 pm - 2:00 pm Chairperson’s Afternoon Address

Stream B: Digitization

1:50 pm - 2:00 pm Chairperson’s Afternoon Address

Stream C: Team & Tools

1:50 pm - 2:00 pm Chairperson’s Afternoon Address

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

1:50 pm - 2:30 pm Knowledge Management

2:00 pm - 2:20 pm Monetizing More Offerings, Creating Value, And Diversifying Revenue Streams To Expand Your Service Business

•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

Mika Kettunen, VP Global Services at Danfoss Drives

Mika Kettunen

VP Global Services
Danfoss Drives

2:00 pm - 2:20 pm The Uberisation Of Field Services

Paul spearheads ‘Project Merlin’ and has implemented far reaching system changes throughout Homeserve in the past 12 months. In particular he was responsible for the ‘triangle of change’ consisting of aligning systems, processes and behaviors, the success of which would not have been possible without his leadership and passion for transforming service operations. Fundamental differences in approach were required in order to implement their core strategy of ‘making customer lives effortless’ and bringing together multiple historical systems to create one streamlined delivery structure.
Paul Joesbury, Commercial Operations Director at HomeServe

Paul Joesbury

Commercial Operations Director
HomeServe

2:00 pm - 2:20 pm Using 4D Planning To Expand Your Service Offerings

•Exploring different ways to make your customers happy as your industry shifts
•Explaining how 4D can be used in the service space
•Outage simulations plus how to communicate this to your customers
•Ensuring you know the first steps to take to move into the future of service

Norbert Kamberg, Director, Global Operations - Field Services & Tools at Siemens Power & Gas Services

Norbert Kamberg

Director, Global Operations - Field Services & Tools
Siemens Power & Gas Services

2:20 pm - 2:30 pm Executive Presentation By Marketii

Executive, Marketii

2:20 pm - 2:30 pm Demo Spotlight

2:20 pm - 2:30 pm Demo Spotlight

2:30 pm - 3:10 pm Systems Integration

•Assessing your current business to ensure you know what your competitive differentiators are
•What technology investments or procedure shifts can bring about greater loyalty?
•How to determine what your customers really want from you 
•Deciding who owns customer retention and loyalty and putting a long-term plan in place to remain competitive

Miguel Ángel Hernanz, Vice President/Head, Global Service Delivery Transformation at Philips

Miguel Ángel Hernanz

Vice President/Head, Global Service Delivery Transformation
Philips

Stefan Guldner, Director Service & Support, Europe, Middle East & Africa at Abbott Molecular

Stefan Guldner

Director Service & Support, Europe, Middle East & Africa
Abbott Molecular

Annemarie de Jong, Director, Customer Relations at Sonnen

Annemarie de Jong

Director, Customer Relations
Sonnen

2:40 pm - 3:20 pm Panel: Successfully Navigating Your Digital Workflow And Partner Ecosystem Transformation

•Moving away from the old era to embrace new digital technologies
•Process reengineering to ensure proper workflow with digital tools
•APIs, system integration, and connecting to legacy systems – how to tackle it all most effectively
•Being able to share information internally and externally with customers and other third parties
•Prioritizing projects to make the greatest impact on your service organization

Mark van der Wolf, Director Service & Projects at MOBA

Mark van der Wolf

Director Service & Projects
MOBA

Alexander Alten – Lorenz

Managing Director
digitalgrid UG

2:40 pm - 3:20 pm Panel: Ensuring You Have The Right Culture, Tools, And Training To Recruit And Engage Customer Advisor Technicians

•Identifying how technical and soft skill requirements have changed as our industry has shifted
•Why culture is important in recruiting and retention and how to ensure you’re actually creating a winning culture, vs. just saying that you are
•Tips for training a remote, geographically dispersed team
•How do tools and technology impact technician recruitment and engagement?
•Helping  your technicians move into the role of trusted customer advisor

Matthew Hemmings, Director - Fibre Network Delivery, UK North at Openreach

Matthew Hemmings

Director - Fibre Network Delivery, UK North
Openreach

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

Robin Butler

Former Interim Director of Enterprise Field (Engineering) Service
BT

3:20 pm - 3:40 pm Case Study: A Subscription Model For Assets

•Explaining how a subscription assets model works well in industries where technology moves fast and parts become obsolete in 2 – 3 years
•Outlining how this customer-driven model came to be
•Examining the challenges and opportunities of an assets subscription model

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

Petro Luft

Strategic Key Account Director EMEA
Fluke Biomedical & Raysafe

3:20 pm - 3:40 pm Emerging Service Models: UPS As A Service And Predictive Maintenance

The industry is living a transformation phase and the need for alternative and disruptive solutions is expanding rapidly. The Uninterruptible Power Supplies (UPS) market is also following the trend and concepts as pay-per-use, predictive maintenance, monitoring, IoT, big data analysis, and artificial intelligence are constantly on the agenda when speaking with customers. During this session the UPS as a Service Model and the predictive maintenance will be extensively covered.
Zoltan Gal, Global Service Sales Manager Power Protection at ABB

Zoltan Gal

Global Service Sales Manager Power Protection
ABB

3:20 pm - 3:40 pm A Great Service Culture Starts With Onboarding And Competence Development

Ann Sørensen, Global Competence Manager at Alfa Laval

Ann Sørensen

Global Competence Manager
Alfa Laval

3:10 pm - 3:40 pm Next-Generation FSM

3:40 pm - 4:25 pm Bites & Brews + Networking In The Exhibit Hall

3:40 pm - 4:25 pm 20 Years of Service Club Bourbon Tasting

A luxe celebration of YOU! Following the tradition established in 2015, service executives with over 20 years experience come together for an exceptional tasting of premium bourbon. Limited seats available. request yours to sara.mueller@wbresearch.com.

4:25 pm - 5:10 pm Closing Guest Speaker: Sleep Like A Boss - Sleep To Succeed

- The importance of sleep: get to know your weapon to success
- Why sleep is making you smarter, more beautiful, richer and simply better
- How to find your way to the best sleep possible

Christine Hansen, Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can't at Sleep Like A Boss

Christine Hansen

Sleep Expert to CEOs, Executives, and Successful Entrepreneurs who want to sleep but can't
Sleep Like A Boss

5:10 pm - 5:10 pm Conclusion Of Field Service Europe