Mark Procyshyn

VP Global Technical Operations Fresenius

Currently based in the Netherlands, Mark Procyshyn brings over 25 years of healthcare and medical device expertise to the challenge of transforming service delivery. As Vice President of Global Technical Operations at Fresenius Medical Care, he leads initiatives that drive customer satisfaction, revenue opportunities, and operational efficiency—through the application of emerging service technologies. His unique perspective spans both sides of the healthcare equation: beginning as a board-certified Respiratory Therapist treating patients across Canada, Saudi Arabia, and Singapore, then transitioning to drive operational excellence in global medical device operations. This clinical foundation gives him deep insight into what truly matters when equipment fails—and why prevention beats reaction every time. Mark's MBA from Maastricht University and Bachelor of Science in Respiratory Care from Independence University complement his hands-on experience scaling Customer Care, Supply Chain, Product Management, and Technical Service operations globally. He specializes in building self-serve capabilities and proactive service models that reduce traditional service demand while creating new revenue streams.

Day 3 – Wednesday, 29 Oct. - Understanding Your Customers' Customers to Enhance Partnerships and Unearth New Opportunities

13:50 Stream C: Mastermind Topical Discussion: How to Monetize “Service “Avoidance” With Proactive, Predictive and Self-Serve Models*

Session Objective: To explore how field service organizations can turn the concept of “service avoidance” into a revenue-generating strategy by leveraging proactive maintenance, predictive analytics, and self-service technologies.

Key Discussion Areas

Proactive Service as a Value Proposition - How are you currently using proactive maintenance to reduce service calls? How much are customers willing to pay for proactive service plans? What KPIs do you use to measure success?
Predictive Analytics & Monetization --What data sources are you using to predict failures or service needs? How do you package predictive insights as a premium offering? What are the challenges in building trust around predictive models?
Self-Service Models -- What self-service tools (apps, portals, diagnostics) have you implemented? How do you balance self-service with customer satisfaction? Can self-service be monetized directly (e.g., subscription access)?
Organizational & Cultural Shifts -- How has your service team adapted to a “less service = more value” mindset? What incentives or training helped shift the culture? How do you align marketing, sales, service, and product teams around this model?

ROOM LEADER

Jan van Veen, Managing Director, moreMomentum

TABLE 1 FACILITATOR

Norman Apfelbaum, VP Global Customer Service, Coherent Inc.

TABLE 2 FACILITATOR

Ravichandra Kshirsagar, VP- Digital Buildings Services, Schneider Electric

TABLE 3 FACILITATOR

Mark Procyshyn, VP Global Technical Operations, Fresenius

TABLE 4 FACILITATOR

Federica Meneghesso, Customer Support Director, Roche Diagnostics Belgium

*For service practitioners only please

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda