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Arnaud Allouche is Global Head of Field and Customer Service & Support. He has over 20 years of expertise in IT business services management and enterprise sales organization. He has proven leadership in setting up strategy and driving execution, change and performance management.
Based in the Bay Area, Arnaud Allouche is responsible for driving Hitachi Data Systems Global Field and Customer Service & Support transformation that is focused on bringing more value to customers, improving the customer experience, increasing operational efficiencies and driving revenue growth for Hitachi Data Systems. Prior to joining Hitachi Data Systems, he held several field leadership positions in EMEA at EMC2 and HP.
Allouche earned his master’s degree in Finance from Dauphine University in Paris, France. He is a regular speaker on business transformation at industry conferences each year.
Jens Knoop is leading a Technology Support Service Field organization at IBM in Germany. Together with his team he is driving service excellence, generating new service revenue and managing a culture of change. He believes in "anyone who stops improving has stopped being good.", a quote from Philip Rosenthal, a german entrepreneur and politician. After his degree in Computer Science Jens joined IBM and worked in different positions as System engineer, Project Manager, Product Manger, Delivery Manager and as Director within the service organization. During his 21 years career he gained a lot of knowledge and experience in service business.
As Field Service Director, Pedro is responsible for the functional management of all field service staff in Central Europe. Performance & Development, annual and mid-year interviews, budget control (expenses and travel), training and the organization of Regional Events are the core responsibilties. He is also responsible for KLM Royal Dutch Airlines and keep an Operational responsibility as Senior Field Service Manager.
Phil Wolfenden, Vice President of Cisco’s $2 billion Europe, Middle East, Africa and Russia (EMEAR) Technical Services Organisation, leads a 700-strong team of Engineers, Technical Leaders and Business Development professionals across 120 countries.
Phil specialises in delivering services that help customers and partners ensure business continuity, mitigate risk, and maintain compliance. He is also responsible for providing technical services that help Cisco customers to adopt new technologies, deliver new capabilities quickly and effectively; and transition to software and cloud.
Previously at Cisco, as Senior Director of Advanced Services (AS) in Emerging Markets, Phil built a $400M professional services business across the Middle East, Africa and Latin America. Growing the AS business by more than 70% each year, and establishing Technical Centres-of-Excellence in 22 countries.
With almost 30 years of IT and Networking industry experience, Phil’s career spans executive and management positions. Phil joined the Technical Assistance Centre (TAC) in Brussels, Belgium in 1997. He is a graduate of Newcastle University in the UK, is a Chartered Engineer and a Cisco Certified Internet Expert (CCIE).
He is a principal advocate for Inclusion and Diversity in the workplace and is the Executive sponsor for the Disability Action Network, Hidden Disabilities and Cisco Cancer Network. Phil also sits on numerous industry bodies, advisory boards and holds the position of Cisco Executive Sponsor at British Paralympic Association in London and two international financial institutions.
Phil has lived in a number of countries across the globe but currently resides in the UK with his wife, two children and eight horses.
PhD in Physics (Electronic and vibrational properties of low-dimensional carbon systems), Postdoc Research Associate in Paris, Manchester and Barcelona
Patrick joined Tires R&D in 2013 – Project Lead of “Driving Parameters” – Digitalization and Analytics of Tire & Vehicle Sensor Data.
With over 25 years of industry experience, Chris is currently Senior Director, Technical Services EMEAR. Based in the UK, leading a team of 200+ diverse and talented engineers across the region, responsible for providing support for Cisco's most complex technologies and emergent service offerings, as well as acquisition integration within the services function.
Innovation lead for EMEAR - funding, incubating and developing disruptive new concepts relating to customer experience and support quality. Executive lead for Inclusion and Diversity engaged at an industry level with a number of influential forums, including participating in the judging panel for the Black British Business Awards, and co-sponsor and keynote speaker at the European Women in Technology conference.Recent speaking engagements also include TSIA Europe and the Field Services Europe conferences, discussing the role of analytics, automation and cognitive systems in service delivery.
Chris is CCIE certified, and a guest lecturer at Warwick University Business School.
- 2011-present, senior management positions at Volvo Group, including Vice President new services for truck customers of Volvo Trucks, Mack Trucks, Renault Trucks and UD Trucks
- 2000-2011, senior management consulting positions, including Principal/Associate Partner at Capgemini Consulting’s Strategy & Transformation practice
Rokus Harder has held several leadership positions within Philips Healthcare Services, Lifecycle Marketing and Installed Base Business Management. Through this he build expertise in Service operations both in the field and BU, but also in Lifecycle & Service Marketing and Regional and Market Business Management.
His current role is Global Lead MRI Field Support & Education, covering both the technical and application site of MRI not only for escalations but also for field trainings and customer education.
Erwin Kepel is Sr Director EMEA Infrastructure Work Group at Dell EMC, responsible for Service Readiness. He and his team have a successful two-way communication and organizational structure in place between the Corporate Product Engineering teams and the Service organization in the Field. Service Readiness in the Field and Serviceability of the Products are in balance, including the supporting processes and systems. This to ensure a great Total Customer Service Experience.
Erwin is a Dutch national and holds a Master of Science degree from Delft University of Technology.
Born in Tuscany in the ‘60s, Graduated in Electronic Engineering, after 20 years in pre-salesm Massimo sees the business from a different perspective. He is responsible for Customer Service in Leonardo’s Homeland Security Line of Business, where service delivery means security for the people. An exciting job, he now knows that Customer Satisfaction does not always depend on money.
After starting his career as an IT-consultant, Diethard held Management positions in Product Development in Philips Healthcare, including Director R&D X-Ray components. After moving to the field of Customer Services, he took over the responsibility for the Healthcare Services Business in the DACH-region for five years.
In 2010, he became Senior Director Global Commercial Programs, including the ownership of the world-wide Service Sales & Marketing initiatives. After that he took over in Carestream Health the leadership for the European Service Business. For the past two years he has been with Olympus Medical EMEA responsible for the Services & Solutions business.
Damien Farret is the Director of Customer Relations and Field Service at Dassault Aviation, where he is in charge of customer relations for Falcon Customers based in Europe, Africa, Middle East and India. Damien leads a team of 35 people, including a 24/7 hotline service.
Damien started out at Dassault Aviation in 2002 as a design engineer for flight control systems for the fighter jets. He joined Falcon Customer Service in 2005, filling a variety of coordination roles on Falcon programs (Nota: Falcon aircraft are the business jets designed by Dassault Aviation). Most recently, he served as Director of Technical Engineering for Dassault in Teterboro, New Jersey, providing engineering support to customers in Asia and the Americas.
Damien holds a PhD in Electrical Engineering and a Masters Degree from the French engineering school Supelec. He is married and has two children.
- 2001-2011, VP Global Customer Service, bioMerieux
- 2011-2015, General Manager, bioMerieux Switzerland
- 2015-Present, Directeur Emea Service, bioMerieux
An entrepreneurial, hands-on engineer working as Director, Worldwide Service Organisation with experience in the following:
- Direct sales (Research instruments and semiconductor capital equipment) using structured sales process to Industrial customers as well as to academic/research customers
- Managing global service org. P&L, People management and territory business management (Sales EMEA region and Service worldwide)
- Took part in defining and implementing business processes. Developing business solutions/ multi year strategies.
- Lead global Service CRM implementation project (Specs finalization, implementation & Trained global teams)
- Managing worldwide customer base by setting up centralized regional customer support organizations (APAC, America's and EMEA support hubs)
- Exposure to wide range of Nano technology research instruments and Semiconductor process equipment
- Designing and manufacturing semi-automated Machine tools as well as Research systems
Gerrit Heinrichs is responsible for leading and implementing operational efficiency programs in Production & Supply Chain, Automation in Production and Design and Digitalization of field service and production.
Prior to ARVOS, Gerrit served as a Senior Consultant/Project Manager at Porsche Consulting GmbH, where he planned and implemented improvement and standardization measures, as well as CIP organizations and national and international consulting projects focusing around lean processes.
Working as a Training Specialist for Toyota Motor Europe (TME), Gerrit was based in Brussels, Belgium for three years. He was leading the Training- roll- out for “Process Management (PDCA)”, “Communication and Reporting (A3)”, “Problem Solving Skills (Toyota Business Practice)”, “Toyota Production System”.
He earned his Masters in International Management and Leadership & Organizational Development from the Otto-von-Guericke University in Magdeburg, Germany.
Meir Elharrar is currently servicing as the European Service Director for Brooks Automation. Based in Israel, he is responsible for all aspects of service operations and revenue for the European region. He is also acting as the managing director for the Brooks entity in Israel, a role that he has been in for the last four years.
Meir started to work with Brooks Automation as a service engineer some 20 years ago. His technical background together with his strong interpersonal skills which he developed for many years, have allowed him to develop and reach an in depth level of understanding of the service market requirement, as well as take a position as leadership within the internal operation in order to support and continue the growth of this business.
Meir holds an MSc in management from NYU. Born in Israel he is married and is the father of two boys and two girls.
Christian is a highly experienced senior leader in the global technology and customer services industry. Over the past 15 years, he held a number of significant leadership positions reaching into all corners of the global service organization.
He has successfully led global as well as local organizations and has built great inter-cultural repertoire. He is at the forefront of the digital revolution and is a great advocate for intensive application of technology and modern management methods. Christian´s acumen in developing and future-proofing organizations make him a sought after expert and sounding board.
Timo Hellgren holds degrees in electronic engineering and MBA. Timo started his career in pulp & paper industry late 80’s and then moved to mining and metallurgical industry in early 90’s by working long career in Outotec until 2012. He has large experience as technology supplier in aftermarket support services including technical support, spare parts, up-grades and management. He has had various responsibilities including managing and develop global support and service organizations, productization of service offering, establish local services operations in different countries, services sales and business development as well as spare parts business.
Currently he is Vice President Services and after sales operations in Bentec GmbH and strengthen their competitive position through aftermarket business. Bentec develops, manufactures and delivers high quality, cost effective and durable drilling and oilfield systems for harsh and hostile environments that will fulfill the demanding requirements of the international oil and gas drilling industry.
Being in Professional Services for the Software Industry for 18 years, from consultant to PS director with P&L responsibility over Western Europe, Mathieu was intrigued in 2016 by an emerging technology named Robotic Process Automation.
He started a specialist team at Kofax for expanding usage and adoption of RPA after the initial customer engagement. His clients include banks, insurers, shared service centers, information brokers and logistic firms.
When not evangelizing RPA, Mathieu enjoys haute cuisine cooking and living in Groenekan, the Netherlands with Caroline and his two boys Pepijn and Quirijn.
Dr. Fredrik Gundelsweiler is UX Lead Consultant at Zühlke Engineering AG, Zurich, Switzerland. He is a specialist for augmented, mixed and virtual reality. Fredrik leads teams developing mixed reality applications and has a special focus on usability and user experience. His further topics include the business potential of mixed reality, digital transformation and disruptive technologies.
Clinten van der Merwe joined Smiths Detection in October 2013 as Director of Service. Prior to joining Smiths, Clinten held a number of senior management positions in the manufacturing and security industry, including operations and service delivery in the Europe, Middle-East and Africa. He has extensive international background in strategic planning, business unit development, project and product management, and system engineering strategies.
Clinten hold an MBA from the Australian Institute of Business, Adelaide, Australia.
Anders has advised multiple large wind corporations on IoT commercial technical strategies. He’s a former member of the global leadership team of Vestas’ 1,5bEUR service business and smart data lead.
Petro Luft has a tremendous passion, enthusiasm, and competitive spirit for exceeding revenue targets, creating and developing long lasting relationships with both strategic customers and internal teams. He started as an engineer and grew as a Sales- and Development-Engineer into a Dynamic senior leader in sales, business development, and key account management with a track record spanning more than 20 years of success. Petro bring a diverse background having held positions in sales leadership, field sales, operations, marketing and engineering in leading technology companies as Tokyo Electron, MPS and IPH Responsible for sales targets for global key account portfolios, achieving and exceeding sales targets over 50 Million Euro by providing exceptional leadership over strategic sales planning, market analysis, and customer relationship management.
Petro holds a Technical University degree in Electronics Design and Master Degree in Business Operations.
Regional Service Manager - Europe, Russia and CIS
Solar Turbines, a Caterpillar Company
Cathy O’Dowd is the first woman in the world to climb Mount Everest, the world’s highest mountain, from both its north and south sides, and she remains an active adventurer today!
The years she spent on or around Everest were, for her, a degree ‘in living’. The insights she discovered about herself, and about individuals and teams under intense stress in the face of overwhelming challenge, are ones she has been sharing with her corporate audiences ever since.
After graduating from the Hogeschool van Amsterdam as Business Process Engineer, Marcel van Beek successfully completed post-graduate studies in Business Administration.
In the years since completing his studies, Marcel has gained more than 20 years of experience in IT, building innovative IT solutions, and managing teams to create solutions that give competitive advantages to the business.
Marcel's core competencies include introducing new technology, changing business models to create competitive advantage, and developing and inspiring teams to deliver top-level performance. Marcel, with support of the product team, is producing the road map for next-generation developments in the FMP360 solution.
Before joining Tensing, Marcel was rainmaker at Pink Elephant, an international company that delivers successful business and IT solutions (www.pinkelephant.com) and founder of Miniyours, a company that delivered 3D scanners and solutions (www.3dscan.solutions).
Paolo Manfrin holds a Master Degree in Software Engineering from the University of Trieste, Italy conducting studies at the Technical University of Tampere, Finland and Yale Electronic Department, USA. After having completed his studies he started his career as Technical Consultant at SAP AG. Later he joined Deloitte Consulting as an analyst.
In 2010 he started at Coresystems Switzerland, covering different positions within the organization. In his current role as CTO and Member of the Board, he and his team are responsible for driving the technical implementation of Coresystems’ Field Service Management Solution.
Prior to Librestream, Mike was the VP Asia Pacific for the CiDRA Corporation, a US based instrumentation solution provider, and successfully expanded their marine, mining and energy business within new territories. Other previous roles included senior commercial positions with SENSUS, who provides smart radio measurement networks for the energy and utility industry, and Inlet Technologies, which developed video streaming encoder head end products. Mike has a BSc in Physics from the University of Sheffield, and a PhD in Electronic Engineering from Liverpool University, is a Fellow of the UK Institute of Physics and accredited by the UK Engineering Council. Mike brings over 20 years of high technology experience in business development and sales, including strategic partnership and channel development.
Chet Chauhan is Vice President of Product Management for CRM Apps at Salesforce. Based in Amsterdam, he leads product management in EMEA for Sales Cloud, Service Cloud and Community Cloud.
Prior to his current role, Chet was based in San Francisco for 10 years leading product management for Service Cloud. Chet’s experience includes stints at Siebel Systems, Oracle, PwC Consulting and Tibco Software. He completed an MBA from MIT's Sloan School of Management and a Bachelors in Computer Systems Engineering from University of Bristol. He holds two patents in cloud computing.
Outside work, Chet in an avid sailor and completed a half circumnavigation on his sailboat in 2012.
Robert, VP of Sales, focuses on increased sales execution in the global market.
Mr. Hancock has extensive experience in sales leadership, having built global inside and outside sales teams within the software industry, both with enterprise platforms as well as mobile applications. As VP of Sales at MobileSmith he increased revenue 200% in the first two years with a newly formed sales team. He was also VP Sales and later CEO at the Prometheus Group, Prometheus Group, a leading provider of technology solutions for the SAP marketplace, where Robert oversaw the global expansion of the sales group and the evolution of the company to a market leader, in just three years.
Robert also has held sales, operational and customer service leadership positions at a variety of companies prior to the Prometheous Group, including Outstart, ASPE, and Redwood Software.
David Lopes is a Senior Director of Design and Customer Innovation at ServiceSource, providing strategy and skills around customer and design experience for our clients.
He is, by his own admission, passionate about great experience and customer journey design, is an occasional blogger and a dad. Prior to joining Service Source, David spent time at Oracle and Convergys.
Phil has been with ClickSoftware for 9 years, most recently as a Solution Consulting Director responsible for managing an international team of Solution Consultants across EMEA. He brings a strong combination of technical and business expertise which is based on nearly 20 years’ experience selling and delivering solutions across the Business Intelligence, Enterprise Mobility and WorkForce Management arenas, supporting a wide variety of industry sectors including Utilities, Telecommunications, Home services and Oil and Gas.
Prior to his present position at ClickSoftware, Phil served as a Solution Consultant, gaining extensive experience in promoting technical solutions to new prospects and existing customers across EMEA.
Oliver has extensive experience building and growing international service supply chain businesses. Prior to OnProcess, he held various executive roles at TNT, including Global Head of Service Logistics, where he ran the commercial side of a €150m+ business focused on technology, medical device and industrial markets; and Industry Marketing Director, where he led commercial salesforce and value proposition transformation efforts. Earlier in his career, Oliver set up MGH Consulting’s APAC practice which provided aftermarket strategy and implementation support to clients in the technology and logistics markets. Oliver holds a Degree and Masters from University of Southampton, UK and is an alumnus of IMD Business School in Switzerland.
Estelle has been mainly working for the manufacturing industry at the international level: 3 years selling non-woven fabric to the automotive aftermarket, 2 years selling semiconductors, 6 years in technical documentation and translation services and almost 2 years now at Docware. Docware was a turning point in her career. She was always fascinated by software that can really increase efficiency within a company and it is the case with the spare part catalogue system from Docware for aftersales departments.
Fabrizio is an engaging facilitator with a strong passion for linking learning and mesurable performance.
He facilitates workshops, coaches and speaks with passion in various international conferences. As an executive partner he develops Global Partners Inc, a global training company with impactful personal development methodologies for technical service and sales people: "You learn how to drive a car and never forget. Why can’t business training have the same impact?"
Native French and Italian speaker, with working experience in more than 20 countries he is naturally at ease in multicultural environments. His scientific background (Ecole Centrale) and his INSEAD -Tsinghua Executive MBA allow him to easily grasp the broad challenges of today’s fast evolving Industry.
Fabrizio also holds several certifications such as: VOICES certification by Lominger as development partner to help managers analyze 360° feedbacks, a Coach U coaching certification on performance improvement in the area of leadership, a Wilson Learning certification to develop managerial consulting skills and Corporate Visions (CVI) certification to help Sales people differentiate their communication message.
Earlier in his life, in the corporate world Fabrizio has collaborated with STMicroelectronics for 12 years. He started in the US, as a product engineer for the Smartcard division, before moving to France for the Corporate University where he developed from scratch an international Master of Science in Microelectronics in collaboration with renowned French Schools (Ecoles des Mines, Ecole Centrale). He also spent 7 years in Singapore where he headed and develop in Asia the Institute of Sales and Marketing for STUniversity, before coming back to Europe.
Happily married, father of two, he lives in Cernusco Sul Naviglio (Italy). On the week ends, he loves strolling with his family along the peaceful banks of the Martesana canal that connect Milan to the beautiful region of Brianza.
