Field Service Europe 2017

December 06-December 08, 2017

NH Collection Amsterdam Grand Hotel Krasnapolsky

44 (0) 207 368 9465

06 December: Evolving Your Business Model Workshop Day

7:45 - 8:45 Registration & Breakfast In The Exhibit Hall

8:45 - 9:00 Welcome Remarks & Ice Breaker

Sara Mueller, Portfolio Program Director, Field Service


Sara Mueller

Portfolio Program Director
Field Service

9:00 - 9:15 Chairperson's Opening Address

Fabrizio Battaglia, Partner, Global Partners


Fabrizio Battaglia

Global Partners

9:15 - 9:35 The Samsung Story: Carrying Out A High Quantity Of Repairs Across Many Product Lines On A Global Level

Andreas Beck, Head of Service, Samsung Electronics GmbH Bob Bik, Senior Manager Technical Support, Samsung Electronics GmbH
  • Ensuring the right technicians are on board; establishing effective training
  • Measuring performance, KPIs, hours worked, incentives, and more
  • Determining the best interface for your service partners to connect with you
  • Getting customer feedback and incorporating change as needed


Andreas Beck

Head of Service
Samsung Electronics GmbH

Bob Bik

Senior Manager Technical Support
Samsung Electronics GmbH

9:35 - 9:55 Creating And Capturing Value With Outcome-Based Services

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


Phil Wolfenden

Vice President, EMEAR Technical Services
Cisco Systems

9:55 - 10:15 Digitalization And Traditional Service: A Peek Inside ContiTech's Center Of Competence @CBG

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


Patrick May

Head of Center of Competence - Service & Digitalization
  • Moving from selling a product to selling a service, result, or up-time
  • Adding service revenue streams and adjusting payment models to reflect paying for up-time
  • Integrating service more closely with R&D
  • Having strategic dialogue with stakeholders to drive change necessary to thrive in the new service business
  • Putting a plan in place to make your business model evolution happen, rather than falling behind your competition


Martin Tornberg

VP, Business Development Projects
Volvo Group

Chris Borrill

VP Services, Global Business Unit Land and Air Systems
Thales Group

Michael Murphy

VP International Operations

10:55 - 11:00 Help Huddle: Digitalization & Driving Automation

You and your tablemates will each share 1 thing you did right and 1 thing you can improve upon around the topic area. This quick ice breaker will shed light on how others are overcoming the same challenges you face, and how you can help your peers too! Carry the conversation into the break for those you connect most with.

11:00 - 11:45 Energy Booster: Espresso, Healthy Snacks, Games & Networking In The Exhibit Hall

11:45 - 12:05 Future Of Field Service: Delivering Intelligent, Proactive Service

Chet Chauhan, Vice President of Product Management for CRM Apps, Salesforce
With the emergence of mobile and the Internet of Things (IoT), customer service is evolving. Learn how organisations are connecting agents, products and mobile workforce on one intelligent platform to deliver a connected experience that puts the customer at the center. Hear from Chet Chauhan, VP Product Management, Salesforce about trends shaping the industry and how you can empower your employees at the frontlines to deliver exceptional support that’s intelligent, proactive, and predictive.


Chet Chauhan

Vice President of Product Management for CRM Apps

12:05 - 12:25 Transform International To Global Service Operations

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


Christian Nolte

Vice President, Global Service–PCM
WMF Group

12:25 - 12:45 Field Service Digitization – What Does It Really Mean?

Szymon Uczciwek, Director of FSM Product Management and Consulting, Comarch
This session will explore digitization projects methodologies and the technology to support digitization initiatives (IoT, gamification, and AI applications).


Szymon Uczciwek

Director of FSM Product Management and Consulting

12:45 - 13:30 Guest Speaker: Think Like An Explorer: Navigating Uncertainty With Fluid Planning

Cathy O'Dowd, 1st Woman to Climb Everest from Both Sides,
Meet Cathy
Cathy tackled the slopes of the world’s highest mountain four times, and reached its summit twice, becoming the first woman in the world to climb Mount Everest from both sides.

Hear From Cathy
A mountain where every step has to be taken alone, but where nevertheless your life
rests in the hands of your team-mates, is a striking example of the power of personal motivation combined with the strength of teamwork.

Learn From Cathy
Cathy has turned this extraordinary experience into a case-study of the challenges of trying to do what has never been done before. She examines the pitfalls of operating in unpredictable, high-risk environments and identifies the key problems in executing ambitious plans in uncertain situations. Her analysis and solutions will help you implement innovative objectives more effectively, which is critical in this time of evolving service business models.


Cathy O'Dowd

1st Woman to Climb Everest from Both Sides

13:30 - 14:30 Lunch

Track A

14:30 - 15:30 Interactive Workshop A: How Crowd Service And Implementing AI Innovates Your Field Service Organization

Fredrik Gundelsweiler, UX Lead Consultant, Zühlke Engineering AG Paolo Manfrin, CTO, Head of Product Development, Coresystems


Fredrik Gundelsweiler

UX Lead Consultant
Zühlke Engineering AG

Paolo Manfrin

CTO, Head of Product Development

Track B

14:30 - 15:30 Interactive Workshop B: Breaking The Habit Of Legacy Systems And Processes

Ben van der Werff, Continuous Improvement Manager, Pon Equipment and Pon Power


Ben van der Werff

Continuous Improvement Manager
Pon Equipment and Pon Power

Track C

14:30 - 15:30 Interactive Workshop C: Developing Virtual Service Training And Support For Technicians, Customers, And Partners

Track A

15:30 - 16:30 Interactive Workshop D: Enhancing Customer Centricity In A Global And Merged Service Organization

Ian Channing, VP Customer Service, Head of Global System Operations, Swisslog
  • Lessons learned while merging several service organizations into one
  • Overcoming internal and legal challenges to customer centricity, including invoicing, HR, and compliance
  • Determining how to ease the process when dealing with multiple countries and regions of the world
  • Easing growing pains as both your company and service organization expand


Ian Channing

VP Customer Service, Head of Global System Operations

Track B

15:30 - 16:30 Interactive Workshop E: Demonstrating The Value Of Service To Your Customers To Increase Service Revenue

Meir Elharrar, Director of European Service, Brooks Automation
  • Assessing the service your provide and its impact on uptime to determine value
  • Identifying the best ways to educate your customers on the value of service
  • Showing the importance of your knowledgeable engineers and their ability to be a trusted advisor
  • Strategies for effective service pricing


Meir Elharrar

Director of European Service
Brooks Automation

Track C

15:30 - 16:30 Interactive Workshop F: Implementing Technical Support Technology More Effectively

Sean McBride, Senior Manager, International Technical Support, Aviat Networks
  • There are a tremendous amount of technical support technologies being adopted today; which ones are right for your organization?
  • Identifying the technologies that can impact efficiency, bring operations costs down, and speed up service delivery
  • Aligning your organization structure and culture to enhance adoption of new technologies
  • Looking at specific case studies of augmented reality and cloud project management implementation
  • Discussing ways to implement new technologies more effectively


Sean McBride

Senior Manager, International Technical Support
Aviat Networks

16:30 - 17:15 Proost!: Belgium Beer, Fries & Waffles + Games & Networking In The Exhibit Hall

16:30 - 17:15 Women In Service Conclave Happy Hour

Work with 20 of your peers to identify 5 concrete actions you can take to implement or enhance the service strategy most critical to your organization.

#1 Exploring New Service Offerings To Drive More Revenue
Massimo Lenzi, Head of Customer Service, Homeland Security & Critical Infrastructures, Leonardo

#2 Reducing Service Variation With Your Global Customers
Stéphane Dufoix, General Manager Service, EMEA, bioMerieux

#3 The Best Methods For Understanding Customer Experience And Satisfaction
Venkata Reddy Mukku, Director, Worldwide Service Organisation, Bruker Nano Analytics

#4 Using Drones In Service For Greater Efficiency And Safety
Gerrit Heinrichs, VP Operational Excellence, Digitalization & Automation, Ljungström (Arvos Group)

#5 Designing A Feedback Loop Process Between Connected Device Data And Engineering Design
Timo Hellgren, VP of After Sales, Bentec GmbH Drilling & Oilfield Systems

#6 Driving Service Excellence With Distributors Or Dealers In A B2B Environment
Mikaela Franzen, Customer Service Director, NF Techfleet

#7 Driving Continuous Change As The Missing Link For Successful Service Innovation
Patrick Swier, Co-Founder, moreMomentum

#8 Optimizing The Link Between Product Engineering And Field Service Delivery Teams To Ensure Service Readiness And Quality
Erwin Kepel, Senior Director, EMEA Infrastructure Work Group Leader, Global Services, Dell EMC

#9 Developing A Successful Commercial Skill Set For Your Field Engineers
Dennis Norgaard, Director Customer Experience & Business Processes Service Excellence EMEA, Canon

#10 Service Delivery Best Practices
Salim Ceylan, Director, Service Delivery, Vertiv

#11 Warranty In The Automotive Aftermarket: From Loss To Benefit
Marnix Dénes, Director of Quality Assurance EMEA, Federal-Mogul Motorparts

#12 How To Approach Digitalization Of Field Service
Anders Hvashøj, CEO, ZEVIT ApS

#13 Establishing A Safety Culture In Your Service Business
Jason Welch, Service Director, GE Onshore Wind

#14 Establishing The Most Effective Service Quality Index Metrics
Gary Spence, Service Operations Leader, Europe & MEIA, Ingersoll Rand


Massimo Lenzi

Head of Customer Service, Homeland Security & Critical Infrastructures

Stéphane Dufoix

EMEA Service Director

Venkata Reddy Mukku

Director, Worldwide Service Organisation
Bruker Nano Analytics

Gerrit Heinrichs

VP Operational Excellence, Digitalization & Automation
Ljungström (Arvos Group)

Timo Hellgren

VP of After Sales
Bentec GmbH Drilling & Oilfield Systems

Mikaela Franzen

Customer Service Director
NF Techfleet

Patrick Swier


Erwin Kepel

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

Dennis Norgaard

Director, Customer Experience & Business Processes Service Excellence - EMEA

Salim Ceylan

Director, Service Delivery

Marnix Dénes

Director of Quality Assurance EMEA
Federal-Mogul Motorparts

Anders Hvashøj


Jason Welch

Service Director
GE Onshore Wind

Gary Spence

Service Operations Leader, Europe & MEIA
Ingersoll Rand

17:15 - 18:15 Senior-Level Assembly

We believe it is of value to the global service community to bring presidents, general managers, C-level, and SVPs from the world’s leading service organizations (with more than EUR 10 billion in annual revenue) to discuss strategy and the role of service as our world, technology, and customers evolve. By invitation only. To request yours, contact program director Sara Mueller at or +1 239.451.4155.

18:15 - 20:00 Winter Fest Drinks Reception In The Exhibit Hall

Brr... It’s officially winter! Visit the Exhibit Hall as we toast the start of the winter season and festivities. Indulge in warm appetizers and our signature drink “Anise Milk.”
To sponsor this reception, contact Evan Speight at +1 646.200.7828 or

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