27 - 28 November, 2018
NH Collection Amsterdam Grand Hotel Krasnapolsky
44 (0) 207 368 9465
Director, Field Service
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.
Vice President, Customer Experience Centres
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.
Senior Director, Technical Services
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.
Customer Support Agreements (CSA) Team
With more than 18 years of experience in the Construction Industry, most of it in Service, Christian leads key strategic initiatives at Caterpillar and its network of dealers covering 180 countries around the world. During the last few years, he drove significant improvements in the areas of Customer Experience and Continuous Improvement.
Director, Field Support & Education
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.
Vice President, Sales & Marketing Excellence - Global Field Services
Vice President, Services Business
Rajat Kakar is Vice President, head of Product Related Service divisions at Fujitsu and a frequent speaker at industry events. Within Fujitsu, he is known for driving growth and sustained profitability, successfully penetrating new markets and building highly functional teams.
In his industry, he is recognized as first to market with new products. As prior leader of Product divisions within Fujitsu, he was first to market with UMTS integrated lightest laptops, Green IT with Zero-Watt PCs and Zero-Watt Monitors.
His pragmatic and inclusive management practice for sales as well as operations, coupled with an as needed hands-on leadership style, has earned him a reputation of desired leader, and has enabled him to turn around dated or loss-generating organizations, both in direct and matrix structures.
Prior to Fujitsu, Rajat worked for Siemens, Unisys and General Motors respectively. Rajat received his MBA from Santa Clara University with emphasis in Marketing and International Business and a B.S. in Electrical Engineering from Michigan State University.
Head, Customer Service - Homeland Security & Critical Infrastructure
After 20 years in pre-sales, Massimo sees the business from a different perspective. Born in Tuscany in the ‘60s, he graduated in Electronic Engineering, 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.
Vice President, Lifecycle Management
Wolfgang started his career as maintenance engineer in chemical industry BASF. In the 1990th years he worked in ABB Germany in power plant construction and industrial service. From 1998 Wolfgang worked in several executive positions in engineering and construction business in China. In 2007 he joined the fast growing Chinese wind industry and invented an end to end lifecycle asset management solution with predictive maintenance features for the national champion Goldwind. In 2016 he returned to Europe to work on the same subject for the world marked leader Vestas
Director, Service - EMEA
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.
Director, Service - EMEA
- 2001-2011, VP Global Customer Service, bioMerieux
- 2011-2015, General Manager, bioMerieux Switzerland
- 2015-Present, Directeur Emea Service, bioMerieux
Vice President, Worldwide Service & Support
Bruker Nano Surfaces
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
Director, Global Service Sales
Walter Wetzelaer is Director Global Service Sales for Leica Microsystems, where he is responsible for Global Service Growth and Customer Satisfaction. Based in Brussels, Walter is a strategic, commercial & hands-on professional with 30 years of experience across sales, marketing, human resources and service in engaging teams for market-leaders in the world of office automation, displays, telecom, international recruitment, and since 2017 in microscopy, for companies such as 3M, Lanier, European Telecom, EMDS, HR Gardens and Havas.
Senior Manager, International Technical Support & EU Field Services
With over 30 years in Telecommunications, Sean McBride currently heads all Technical Support Services outside of the US for Aviat Networks as well as recently taking on the Field Services Team in Europe. Aviat Networks is a leading provider of Microwave Networking Solutions supporting an install base of over 250,000 radios in over 100 countries around the world. Their products utilize cutting edge technology within the Telecoms Sector include the world’s first Digital Microwave Wireless Router utilizing MPLS Technology to support everything from traditional legacy GSM to the latest LTE Networks.
Under Sean's leadership the Technical Support organisation has grown from a small team of Engineers on call with mobile phones to an organisation with remote access to our customers networks on everything from a mobile, tablet or laptop sharing Cloud access with our customers and utilizing Big Data to constantly monitor and improve the service we deliver. Among their current challenges is how to utilize new technologies becoming available to more efficiently serve our market.
Head, Commercial Aftersales
Bentec Drilling & Oilfield Systems
1992-1994 commercial apprenticeship in 1992 with KCA DEUTAG in Bad Bentheim, Germany
1994-2000 national and international purchasing activities (Germany and Houston-based)
2000-2004 commercial manager in BENTEC electrical fabrication
2004-2015 senior commercial project manager for BENTEC drilling rig projects (Russia, Europe, Oman, New Zealand, Brunei)
2016 - Now Head of Commercial BENTEC After Sales
Strategic Key Account Director, EMEA
Fluke Biomedical & Raysafe
Petro Luft has a tremendous passion, enthusiasm, and competitive spirit for exceeding revenue targets, as well as 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 brings 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.
Director & Founder
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.
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.
Vice President, International Operations
Mike has an extensive background in business development and operations with technology and industrial enterprises, and is responsible for expanding Librestreams international sales and presence.
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.
Chief Marketing Officer
Samir Gulati, appointed CMO at ServicePower in 2017, was previously VP of marketing at Appian where he helped to rapidly grow the company and take it to a very successful IPO in May 2017. Prior to that, he held a number of executive leadership roles are Pegasystems, Apptix and SAGA Software. He began his career at GE, where he lead Product Management and marketing teams in the US and Asia-Pacific.
Samir holds an MS degree in Computer and information Science the University of Pennsylvania and an MBA from the University of Chicago’s Booth School of Business.
Senior Vice President, Sales
Always up for a good challenge and open to innovative solutions, Scott’s career has led him to work with a variety of companies in sales leadership roles, including Accelarad (now Nuance Communications), Optimal Readings (now Aris Radiology), Awarix (now McKesson), ComFrame (now NWN), The Trizetto Group, Nichols TXEN (now CSC Healthcare Solutions Group), and others. Scott has a nuanced ability to understand, communicate and deliver software technology solutions to individuals and business that can benefit from them the most.
His impressive resume of 20+ years of value-creating relationships has led him to Help Lightning, a Birmingham-based technology company where he currently serves as a Senior VP of Sales. Help Lightning is a virtual presence technology company that leverages a mobile merged reality video app for the service industry.
Scott holds a bachelor's degree from Auburn University.
Senior Solutions Consultant
Managing Director, 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.
Director, Sales - EMEA/LATAM
Jordi Boza has more than 20 years of experience, with an outstanding record of achievement and experience in executive corporate management, global strategic business development, and management of multidisciplinary teams in Europe, United States, and Latin-America.
He currently serves as Director of Sales EMEA and LATAM of VUZIX Corp, a Nasdaq public traded company. He brings his experience of being Founder and CEO of startups in the smartglass and apps development market, as well as in the implementation of “go to market strategies” and deployment of wearable AR/VR projects in enterprises. His passion for new technologies made him an entrepreneur, where he has experience in the Augmented and Virtual Reality (AR/VR) and wearables market, becoming an internationally recognized industry expert.
Jordi holds an International MBA in Business Administration from Manhattan College (New York - USA) and LaSalle (Barcelona - Spain), a PDD in Business Administration from IESE Business School (Barcelona - Spain), an AMDP from GSD Harvard University (USA), and a Leadership Program from GSD Harvard University (USA).
Senior Director, Design & Customer Innovation
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.
Co-Founder & President
David Nedohin, co-founder and president of Scope AR, brings more than 20 years of experience in business development to drive the company’s vision to revolutionize the world of industrial training, maintenance and field support with AR technology.
In this role, David manages key relationships with industry partners and works with some of the world’s leading global companies including, Toyota, Lockheed Martin, Honeywell, Assa Abloy and GE, among others. He also regularly presents about some of the most cutting-edge applications of AR across industries and discusses where the industry is heading at leading industry events which include EWTS (Enterprise Wearable Technology Summit), EquipmentSHIFT, Purdue University Future of Innovation and AWE.
After receiving a Civil Engineering degree from University of Manitoba, David moved into entrepreneurship by starting a number of successful companies ranging from engineering consulting to construction and technology. Additionally, he serves as the Vice-Chair at Inner City Agency Foundation (ICAF), a joint initiative that combines the efforts of seven inner city agencies to fundraise for and provide a network of services to alleviate poverty-related problems such as housing, addiction, healthcare, nutrition and education in Edmonton.
David is a 3-time world curling champion and national team member for 10 years in waterskiing. He resides in Edmonton, Canada.
Director, Global Customer Transformation
ServiceMax from GE Digital
Vice President, Field Service Lightning
Salesforce Service Cloud
Karen Mehal is vice president of field service ecosystem at Salesforce. With 2 decades of services and leadership experience, Karen supports companies and partners of all sizes and industries, including large, complex and strategic implementations. Her success includes helping companies navigate field service, and quickly define success.
Portfolio Director, Program Development
Field Service Events
One of Sara’s passions is bringing people together. She achieves this as the program director of the Field Service event portfolio where service executives come together to identify best practices, inspire innovation, and build career-long relationships.
With a deep curiosity towards industry evolution and fulfillment in helping executives solve their most pressing challenges, Sara conducts market research that leads to the development of the esteemed Field Service USA, Europe, and Fall conferences.
Sara has been researching, recruiting speakers for, and managing market-leading events for over 10 years in the service, supply chain, finance, pharma, and wellness industries. Prior to conference producing Sara held various roles in technology career counseling, publishing, advertising/PR, and human resources.