Field Service Europe 2014 (past event)
20 - 22 October, 2014
Movenpick Hotels, Amsterdam , Netherlands
Array
Day 1
07:30 - 08:30 Welcome Breakfast & Registration
08:30 - 08:35 Welcome Remarks
08:35 - 08:55 Differentiating Your Service To Demonstrate Superior Value
- Developing tools to compete against low-end competitors in a commoditized market
- Synthesizing corporate marketing efforts to ensure your customers understand the value of your service
- Compiling a tool kit to justify higher prices (what must be highlighted about your service)
Paul Oliver
Head of Field Service WorldwideAirbus
08:55 - 09:15 Driving Sustainable Change In Field Service Organizations: Eliminating Waste In Service
Topics that will be covered include:
•ICT Technology & Market development
•Challenges for Field Service organizations
•Cost center to profit center
•Service Integration / Remote Capability
•Trusted adviser role
•Mind-Set / Service culture
•Managing Field Service transformation
09:15 - 10:00 Morning Refreshment Break
Workshop
10:00 - 10:10 Chairperson’s Opening RemarksWorkshop
10:00 - 10:10 Chairperson’s Opening Remarks
Workshop
10:10 - 11:10 Workshop A: Maximising The Relationship Between Technician And Customer To Add Value
Workshop
10:10 - 11:10 Workshop B: Segmented Service Portfolios: Design Around Customer Needs
Workshop
11:10 - 12:10 Workshop C: Where Art & Science Collide - From New Sales To Renewal SalesWhile there is an art to selling new products, there is most certainly a science to selling renewals. Join “renewals scientists” from ServiceSource for an interactive workshop on how to combine the essential elements of data and technology to accelerate your recurring revenue by an average of 15 percentage points.
In this interactive workshop we will "step into the lab" and work together to:
- Dissect the essential analytics and KPIs of a prize-winning renewal process
- Explore proven sales "science" for retaining and growing existing customers
- Outline a successful approach to recapturing expired service revenue
David Burns
Group Executive, Global Business ServicesTelstra
Workshop
11:10 - 12:10 Workshop D: Managing An Effective Field Service OperationCharles Morriston
Product ManagerTrimble
12:10 - 12:30 Networking Break
Workshop
12:30 - 13:30 Workshop E: Remote Services At GE Healthcare
Workshop
12:30 - 13:30 Workshop F: Husqvarna Enters The Arena Of Connected Outdoor Power Products
The landscaping business is about to become connected. Utilizing sensors on outdoor power products and the operators, landscaping businesses and their landscaping teams will get improved control of up-time, machine handling, vibration reports, all in the name of safer and more productive landscaping operations. Starting in August, a beta period of the solution kicks off in seven countries.
Svenska Kyrkan
Pia Dose
LandscaperSvenska Kyrkan
13:30 - 14:30 Luncheon
Stream B: Innovations In Technology
14:30 - 14:50 Remote Management At Glory GlobalStream B: Innovations In Technology
14:30 - 14:50 Partnering With Third-Party Service Providers
Stream A: Service Business Management
14:50 - 15:10 Enabling Mobile Workers To Drive Profitability And Better Customer Experience
In this workshop, ClickSoftware will invite the audience to share their service challenges and discuss practical ways to use mobility to empower field workers and drive better customer experience.
Stream B: Innovations In Technology
14:50 - 15:10 Innovation Spotlight - Wipro Technologies
Wipro Technologies
Stream A: Service Business Management
15:10 - 15:50 Panel Discussion: Growing A Successful Service Business
Speakers:
Robin Den Hartog Cluster leader Technical Sales & Service, Europe and Central Asia Cluster Tetra Pak Technical Service AB
David Vaury Business Transformation Managing Consultant PA Consulting Group
Paul Mooney VP Customer Success ServiceSource
Roger Beaman Director of European Customer Support Coherent
Pieter Heyndrickx Renault Trucks UK Ltd
Robin Den Hartog Cluster leader Technical Sales & Service, Europe and Central Asia Cluster Tetra Pak Technical Service AB
David Vaury Business Transformation Managing Consultant PA Consulting Group
Paul Mooney VP Customer Success ServiceSource
Roger Beaman Director of European Customer Support Coherent
Pieter Heyndrickx Renault Trucks UK Ltd
- What are the most important elements of growing service?
- How do you ensure executive-level buy-in?
- How do you shift the organizational mindset from a technology and product-oriented company to a services company?
- Adding value to your portfolio beyond just maintenance contracts
Robin Den Hartog
Cluster leader Technical Sales & Service, Europe and Central Asia ClusterTetra Pak Technical Service AB
David Vaury
Business Transformation Managing ConsultantPA Consulting Group
Paul Mooney
VP Customer SuccessServiceSource
Pieter Heyndrickx
Renault Trucks UK Ltd
Stream B: Innovations In Technology
15:10 - 15:50 Panel Discussion: Developing An End-To-End Technology Roadmap- Identifying gaps in your current mobility and technology offerings
- Assessing which next-generation tools you plan to implement
- Working with executive leadership and other departments to map out an investment and implementation strategy
Craig Stickel
Service ManagerMettler-Toledo
Kris Oldland
EditorField Service News
15:50 - 16:20 Afternoon Refreshment & Networking Break
Stream A: Service Business Management
16:20 - 16:40 Moving From A Pure Box Focus To A Service Enabled Company
Stream B: Innovations In Technology
16:20 - 16:40 Implementing A Global Mobility & Service Execution Program
Stream A: Service Business Management
16:40 - 17:00 Does Your Local Country Manager Have The Necessary Skills To Oversee Service In Another Location?• Identifying key attributes required for the role and assessing skills of regionally-based leaders
• Ensuring employees have necessary language, cultural and geographic knowledge
• Developing a service team that can be easily transferred from one location to another