Field Service Europe 2017

December 06-December 08, 2017

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

Is Your Company Speaking at Field Service Europe? Save an Extra 20% Off Your Ticket With Code: FSESPKR

Field Service Europe Speakers

Andreas Beck
Andreas Beck
Head of Service
Samsung Electronics GmbH
Bob Bik
Bob Bik
Senior Manager Technical Support
Samsung Electronics GmbH
Arnaud  Allouche
Arnaud Allouche
Global Head, Field Customer Service & Support
Hitachi Vantara

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
Jens Knoop
Director of Client Support Region North Germany, Technical Support Services

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.

Pedro Wiendels
Pedro Wiendels
Director of 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.

Phil Wolfenden
Phil Wolfenden
Vice President, EMEAR Technical Services
Cisco Systems

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.

Patrick May
Patrick May
Head of Center of Competence - Service & Digitalization

Patrick May is currently leading the newly established Center of Competence for Service and Digitalisation in the Conveyor Belt Group of the ContiTech Division.

His former roles were project lead of digitalization and analytics topics in the context of tire & vehicle sensor data. Before he worked in several academic facilities on the electronic and optical properties of low-dimensional carbon systems.

Rajat Kakar
Rajat Kakar
Vice President, Head of Product Related 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.

Chris Dexter
Chris Dexter
Senior Director Technical Services
Cisco Systems

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.

Paul Mason
Paul Mason
Europe Digital Services Leader
Honeywell Building Solutions
Christian Kundert
Christian Kundert
Service Operations & Product Support Manager

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.

Martin  Tornberg
Martin Tornberg
VP, Business Development Projects
Volvo Group
  • 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
Dennis Norgaard
Dennis Norgaard
Director, Customer Experience & Business Processes Service Excellence - EMEA
Sheraz Masood
Sheraz Masood
Global Head of Customer Support Operations
Ariane  Roos
Ariane Roos
Program Leader, Configure Price Quote
Rokus  Harder
Rokus Harder
Director of MRI Field Support & Education
Philips Healthcare

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
Erwin Kepel
Senior Director, EMEA Infrastructure Work Group Leader, Global Services
Dell EMC

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.

Chris  Borrill
Chris Borrill
VP Services, Global Business Unit Land and Air Systems
Thales Group
Massimo Lenzi
Massimo Lenzi
Head of Customer Service, Homeland Security & Critical Infrastructures

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.

Michaël  Bruninx
Michaël Bruninx
VP Global Parts & Services Commercial
Sandvik Mining And Rock Technology
Alexander  Lehner
Alexander Lehner
VP Customer Services
Sandvik Mining Systems
Jack  Rijnenberg
Jack Rijnenberg
Director Technical Service & Support
Markem-Imaje, A Dover Company
Matthew  Skipworth
Matthew Skipworth
Service Solutions
Diethard  Vollmer
Diethard Vollmer
General Manager, Medical Services & Business Solutions EMEA
Olympus Europe

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.

Stef  Vanneste
Stef Vanneste
VP EMEA Medical Products
Damien  Farret
Damien Farret
Director, Customer Relations and Field Service
Dassault Aviation

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.

Håkan  Wahlgren
Håkan Wahlgren
Product Manager
Husqvarna Fleet Services
Salim Ceylan
Salim Ceylan
Director, Service Delivery
Stéphane Dufoix
Stéphane Dufoix
EMEA Service Director
  • 2001-2011, VP Global Customer Service, bioMerieux
  • 2011-2015, General Manager, bioMerieux Switzerland
  • 2015-Present, Directeur Emea Service, bioMerieux

Venkata  Reddy Mukku
Venkata Reddy Mukku
Director, Worldwide Service Organisation
Bruker Nano Analytics

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
Julien  Laran
Julien Laran
Head of Supply Chain & Operations, Business Unit Services
Paul Roosen
Paul Roosen
Business Unit Inspections
Marko Barudžija
Marko Barudžija
Network Operations Center Director
Telekom Srbija
Christophe Bassole
Christophe Bassole
Vice President/General Manager, EMEAI - APAC Service

Christophe has a wide experience in managing a profit centre, finance, sales, and customer service with a proven track record of results driving changes that increased operating profit through revenue growth, productivity gain, and operational improvements including six sigma implementation (DBS~Toyota Business System).

Christophe has extensive International experience (European and WW responsibilities. Background leading and overseeing professional teams, including developing and mentoring coworkers and employees.

Ian  Channing
Ian Channing
VP Customer Service, Head of Global System Operations
Jo van Montfort
Jo van Montfort
Service Manager
Novoferm Nederland
Gerrit  Heinrichs
Gerrit Heinrichs
VP Operational Excellence, Digitalization & Automation
Ljungström (Arvos Group)

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 Ljungström, 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
Meir Elharrar
Director of European Service
Brooks Automation

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 Nolte
Christian Nolte
Vice President, Global Service–PCM
WMF Group

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.

Jason Welch
Service Director
GE Onshore Wind
Gary Spence
Service Operations Leader, Europe & MEIA
Ingersoll Rand
Bridie Norman
Bridie Norman
VP, Global Supply Chain

Bridie Norman is a Senior Executive with 30 + years Global Supply Chain and Customer Service experience. She holds a BA in Business Management as well as an MBA in Supply Chain Management. She has spent 28 years in Global technology companies – IBM, EMC, Sun Microsystems & Oracle in customer service/support/logistics roles before moving to Elekta: a Global Medical Device Company that specialises in cancer treatments; as the Vice President of Global Logistics Supply Chain for after Sales sector – service spares & consumables/accessories. A very experienced executive in advising, implementing and sustaining global supply chain solutions tailored to business objectives and has proven experience of driving desired business outcomes with strategic supply chain development, revenue growth, customer satisfaction and profitability.

Jacob Elisha
Jacob Elisha
Director, BWI Worldwide Technical Services
Johnson & Johnson
Timo  Hellgren
Timo Hellgren
VP of After Sales
Bentec GmbH Drilling & Oilfield Systems

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.

Sean  McBride
Sean McBride
Senior Manager, International Technical Support
Aviat Networks

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.

Mathieu  Jonker
Mathieu Jonker
Former Director, Professional Services

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.

Fredrik Gundelsweiler
Fredrik Gundelsweiler
UX Lead Consultant
Zühlke Engineering AG

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
Clinten van der Merwe
Service Director EMEA
Smiths Detection

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.

Marnix  Dénes
Marnix Dénes
Director of Quality Assurance EMEA
Federal-Mogul Motorparts
Anders  Hvashøj
Anders Hvashøj

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.

Erwin  Van Dyck
Erwin Van Dyck
Division Manager, Service
Alfa Laval Benelux BV
Alexandre Marrot
Alexandre Marrot
Customer Service Director, Public Sector

Alexandre Marrot was born in Germany. He started his career in France as customer service engineer in 1998 in the parking industry. In 2001, he was appointed head of customer service for Schlumberger Urban Terminals and system, located in Madrid, where he was in charge of field service operations for Spain and Portugal. In 2005, he took in charge the deployment and maintenance activity for parking enhanced solutions as program manager in Rome. In 2007, as site manager in Copenhagen, he had the chance to manage the deployment of a ticketing system in Denmark for Thales.

Since June 2008, he has been managing the customer service for Xerox Business Solutions, France (now CONDUENT), including after sales service and (workshop and on site) maintenance. He therefore leads several teams in France, Italy, and Spain, in charge of field service operations for important customers in the transportation business (French railway company: SNCF, Paris subway: RATP, Milan subway: ATM)

Petro Luft
Petro Luft
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.

Frank  Bunge
Frank Bunge
Global Director After Sales Services
Leica Microsystems GmbH
Ben van der Werff
Ben van der Werff
Continuous Improvement Manager
Pon Equipment and Pon Power
Mikaela  Franzen
Mikaela Franzen
Customer Service Director
NF Techfleet
Patrick Swier
Patrick Swier
Arman  Paymai
Arman Paymai
Regional Service Manager - Europe, Russia and CIS
Solar Turbines, a Caterpillar Company
Cathy O'Dowd
Cathy O'Dowd
1st Woman to Climb Everest from Both Sides

Cathy O’Dowd is the first woman in the world to climb Mount Everest from both sides. An acclaimed motivational speaker, she focuses on the challenges faced by ambitious teams trying to achieve great goals in high-risk, high-stress environments. She will be inviting you to go Beyond Everest and participate in the decision-making of her team as they try to climb a new route on an 8000 metre peak - the Mazeno ridge of Nanga Parbat.

Martin Knook
Martin Knook

Martin Knook, CEO of Gomocha, is having over 20 years of experience as an IT executive & entrepreneur, who focuses on building technology teams to make the difference for customers throughout the world. At Gomocha, he is leading his team into the mobile age, enabling customers to optimize field operations with the Gomocha products; configurable workflows – configurable data sets for several industries, such as Utilities, Telecom, Vending, Installation and Field Service.

Leading this team, says Martin Knook, “Is all about bringing talented people together strengthen their knowledge and resolve problems into IT solutions. My strength is to find the balance between these complexities and finding the right balance to build a business. That’s what motivates me.”

Before joining Gomocha, Martin was CEO and founding partner of SecondFloor, an international company that delivers successful solutions for risk, finance, compliance and enterprise transformation projects, using modeling, analytics, reporting, and decision support / business architecture analysis ( Prior to that, Martin Knook was founding partner en Director of several other IT companies, including HGH (

Marcel Van Beek
Marcel Van Beek

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 ( and founder of Miniyours, a company that delivered 3D scanners and solutions (

Marc Guthrie
Marc Guthrie
Chief Operating Officer
Help Lightning

Marc is COO of Help Lightning. Prior to joining Help Lightning, Marc served as the Chief Technology Officer and Senior Vice President of Delivery Services at Influence Health (formerly MedSeek, which was sold to a private equity fund) where he was responsible for the strategic direction and oversight of Influence Health’s product engineering teams, quality assurance, information architecture, client hosting operations and corporate IT. Marc has over 25 years of hands-on and leadership experience across a variety of industries, including healthcare, Retail, Manufacturing and Distribution, and Financial Services. He has extensive experience designing and building Enterprise class Software Products and Solutions. Marc was the Co-Founder of ComFrame Software Corporation (which was sold to NWN Corporation) in 1997 and served as its Chief Executive Officer and President until 2010. From 2010 until joining Influence Health Marc served as Vice-President of Application Development Services practice at NWN.

Prior to Co-Founding ComFrame, Marc served with AT&T Bell Laboratories and designed and implemented an object model to manage and optimize AT&T's switched access network. He also was involved in designing a framework to collect and store data from multiple vendors' telecommunications switches in a common format.

Marc is actively involved in the technology community having served as a Member of the Executive Committee of TechBirmingham. He is previous Board Member of Nashville Technology Council and serves on the Birmingham Business Alliance Board of Trustees. Marc is involved with training and mentoring at client locations as well as presenting technical topics at local Java users group meetings. He has a proven reputation for delivering quality software and providing excellent leadership, both in large and small corporations, and he is an experienced instructor.

Paolo Manfrin
Paolo Manfrin
CTO, Head of Product Development

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.

Michael Murphy
Michael Murphy
VP 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.

Chet Chauhan
Chet Chauhan
Vice President of Product Management for CRM Apps

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 Hancock
Robert Hancock
VP of Sales

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
David Lopes
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.

Szymon Uczciwek
Szymon Uczciwek
Director of FSM Product Management and Consulting

Syzmon is responsible for field service management, product management & consulting in the areas of: MWM/FSM, strategy for software product development, strategic management of product pre-sale activities, strategic partnership management, and product offers management.

Olle Alvemark
Olle Alvemark
Industry Director

Olle works with IFS strategy and positioning within the manufacturing segment. He has a strong background in business, software and industrial automation and has worked with startups in Silicon Valley along with several big European industrial companies. One of the main focus areas at IFS is to support the trend - acceleration in aftermarket and service within the manufacturing segment.

Phil Davies
Phil Davies
Director of Solution Consulting

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 Lemanski
Oliver Lemanski
General Manager, EMEA
OnProcess Technology

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 Acamer
Estelle Acamer
International Sales Manager
Docware GmbH

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.

Ben Vollmer
Ben Vollmer
Global Leader, Dynamic 365 Field Service
Fabrizio Battaglia
Fabrizio Battaglia
Global Partners

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.

Hilbrand Rustema
Hilbrand Rustema
Managing Director

Hilbrand Rustema is the founder and Managing Director of Noventum. As an experienced advisor, he has supported many leading service companies in the area of Brand Driven Service Strategies and service transformations.

Trausti Árnason
Trausti Árnason
Global Service Director
Marel Food Systems

Trausti Árnason is responsible for the global service operations and service transformation programs for Marel, covering alignment of field service operations, support centers, supply chain, commercial activities and growth plan.

John Prendergast
John Prendergast
Corporate Advisor - Service
Marel Food Systems
Cees van Wichen
Cees van Wichen
Senior Consultant

Cees van Wichen is specialised in operational strategy, service parts management, and service performance management. He was Senior Vice President for Philips Healthcare International Services Division.

Sara Mueller
Sara Mueller
Portfolio Program Director
Field Service

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. She’s 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.

David Brown
Service Cloud Sales Director, EMEA
Live Chat Software