Field Service Europe 2014 (past event)
20 - 22 October, 2014
Movenpick Hotels, Amsterdam , Netherlands
Array
Speakers
Early-confirmed speakers:
Tim Faulkner joined ClickSoftware in 2005, holding various roles in sales and sales management and is currently Vice President of Sales Continental Europe. During this time he has personally been involved in all major Mobile WorkForce Management projects, within this region. Tim has worked in the software industry for more than 15 years and has worked in start-ups and large ISVs in R&D, consulting, and sales specialising in MWFM, CRM, ERP and BI. During this time Tim has developed a wealth of international experience working in multiple industry sectors across in Europe, North America and LATAM.
Mark has been with ServiceSource for four years and is responsible for marketing plan definition, programme development and execution in International (non-US) markets. He was previously responsible for marketing & communications for Convergys.
Speaker
Matt Adams is an experienced leader with a proven track record in delivering outstanding results with a strong focus on driving change, team building, creating profitable sustainable growth, operational excellence, productivity, organisational leadership and long term strategic planning.
He has diverse experience in various roles including business leadership, Sales and Commercial Management, Customer Care & Logistics, Service and Product management.
Leading by example, Matt has developed strong people management skills through a passion to succeed and creating an environment where people can develop to their full potential thus driving business excellence in all areas of the business.
Professor Tim Baines leads Aston’s research on servitization. He is an international authority on servitization, and works extensively with manufacturers to transformation their operations to compete through Product-Service Systems (PSS). Aston hosts a variety of programmes on servitization including: Exploiting Servitization in West Midlands SMEs (ERDF), and Gamification for Servitization (EPSRC). Aston is also the centre of excellence for servitization within the new Manufacturing Advisory Service. Further information about our work on servitization can be found at www.aston.ac.uk/servitization
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).
He has extensive International experience (European and WW responsibilities. Background leading and overseeing professional teams, including developing and mentoring coworkers and employees.
Roger Beaman first got his hands on a laser in 1982. It was almost a chance encounter, but it was also the start of over 30 year’s involvement with laser technology. He joined Coherent in 1987 and has since worked in sales, sales management and service management. His current position at Coherent is Director European Customer Support, although that title omits both the Middle East and Africa for which he also has responsibility.
During his years at Coherent he has been involved in the expansion of the business both organically and through acquisitions. This growth has resulted in a quadrupling of both total and service revenues, along with a proliferation of service offerings worldwide. We address a wide range of markets with a wide product portfolio, entirely based on laser technology, and are committed to service being a strong part of our overall business.
Stephen Bell is the European Director of Service and Support at Hach-Lange, a leading manufacturer of analytical instrumentation in the water quality sector. He is responsible for all aspects of Hach-Lange’s European service business including service product commercialization, Field and Bench Service, Contract Sales, and Technical Support.
Stephen has been with Hach-Lange since 2006 and has led business unit, services, and product management teams in both the USA and Europe.
Stephen holds a M. Eng in Engineering Science from the University of Durham, UK, and a Masters in Business Administration (MBA) from IMD International in Lausanne, Switzerland.
Wojtek leads a service delivery organization, responsible for delivery of services and solutions for Welch Allyn customers in Europe, Middle East, Asia Pacific, China, and Africa. He manages regional service centers providing product repair and technical support in Jungingen - Germany, Kuala Lumpur – Malaysia, Sydney – Australia, and Suzhou – China. He has successfully lead a strategic change of the service infrastructure and moved the EME Service Center activities from Germany to a new location in Tilburg, Netherlands. He manages in Field Engineering team with resources in Australia, Germany, Malaysia, Netherlands, United Arab Emirates, United Kingdom, Spain, and South Africa. Delivering systems and solutions implementation and maintenance, with focus on service contract delivery. He has enabled service capabilities in Kingdom of Saudi Arabia, UAE, and Russia by negotiating and establishing new Authorized Service Providers.
As Global After Sales Services Director, Frank has P&L responsibility for the After Sales business at Leica Microsystems. As important part of this role he is in charge for all service related initiatives and projects driving after sales services as corporate break thru initiative regarding quality and growth. In addition Frank is heading the company’s remote service program in optimizing customer satisfaction and reducing the equipment life-time costs as well as increasing efficiency and profitability of the Leica service organisation. Frank earned a master degree in economics from the University of the Army in Germany.
Before joining Leica, Frank worked for 12 years in the automotive industry. Beside other roles he lead as Managing Director a logistic service provider, planning and implementing just in time and just in sequence processes including pre-assembly up to the assembly line in automotive factories.
Francesco Castelletti has been working at Swisscom for 30 years in different sales and after-sales roles for Enterprise Customers. Currently he is challenging a further development of the field service organization, to achieve an auspicious merge of the IT & TelCo Business at Swisscom. Francesco will be presenting the challenge and key factors of a successful transformation.
Stephen is an experienced IT Services professional with over 20 years in the IT Services industry. Particular strengths in managing large complex operations while delivering exceptional operational and financial results.
His key skills are in people management, customer interfacing, building & maintaining effective teams, programme management, and process development. He has hands on experience in managing a large team in a complex, matrixed organisation, developing & managing large outsourcing projects, designing & implementing customised processes and a demonstrated experience in leading mature and start-up Operations.
Ian is a key figure in progressing Swisslog’s ongoing reputation as an outstanding service company. lan leads the customer support operations for Swisslog, a key role overseeing the development and delivery of customer solutions, including the management of customer contracts, service level agreements and the delivery of a dedicated and consistent service experience to Swisslog business partners throughout the world. Previously, lan worked for a number of big names in the logistics sector, gaining experience in all areas including key account, site and service management - experience which has proved invaluable in the planning and development of Swisslog’s complete solutions. A qualified engineer, lan brings a huge amount of hands-on experience to his role, a quality he feels enables him to work well with all levels of the business. This includes daily interaction with Swisslog customers and business partners, as well as the successful co-ordination and management of a team of 600 FTEs, specialising in the delivery of largescale projects to high profile clients. Not one to accept the status quo, lan is constantly on the lookout for ways he can improve the customer experience, and particularly prides himself on his practical and pragmatic approach to projects he undertakes. In his spare time, lan spends time relaxing with his wife and two sons as well as supporting his local Rugby team as a qualified coach.
Chris has a career spanning over 28 years in the Aerospace industry. During his professional career he has worked extensively within Airline operations, and aerospace manufacturing. The last 17 years of employment have been served within a world-leading aircraft manufacturing organization, which included numerous international assignments supporting airline & aircraft operations. Through knowledge & expertise he has accomplished a very strong network of relationships across all aspects of the global aerospace industry.
With extensive experience in the market of goods and services surrounding purchases of equipment and software, Didier's responsibilities have ranged from developing and growing an annuity business to improving its operational performance. His objective is to utilize those acquired skills in an international Business to Business environment to build, steer and/or follow up a global/ regional service activity in order to achieve customer loyalty and maximize revenue and profit.
Robin Den Hartog
Cluster leader Technical Sales & Service, Europe and Central Asia Cluster
Tetra Pak Technical Service AB
Cluster leader Technical Sales & Service, Europe and Central Asia Cluster
Tetra Pak Technical Service AB
Gert-Jan is leading a global team working on a program to improve the performance of Alstom's Service Business by standardizing the Service processes and introducing a new cloud and mobile based service concept for the Alstom Field Service Community. In his previous role, he was responsible for the implementation and rollout of a global CRM application to approximately 1000 Sales Managers of the EMEA region. He started his career in 1989 in ABB transportation Systems in Engineering, Project- and Product Management for Locomotive Control Systems and worked in different ABB Units as Project Manager and Process manager. Gert-Jan holds a BSc in Electrical Engineering from HTS Rotterdam and since 2008; he is a 6-Sigma Black Belt.
Spencer Earp, Vice President for Europe, is responsible for the growth of the European business for ServiceMax, specialists in end-to-end field service software. Over the last 18 years, Spencer has held several European leadership positions in technology that include Oracle, Quamas and Intershop (CRM, compliance, eBusiness). His experience also includes running industry specialist teams in Manufacturing, Retail, Finance, Pharmaceutical, Medical Device, Biotechnology and Life Sciences. He also led the transformation of a business that had been focused on small and medium sized organisations into one that could scale and support Enterprise clients.
Alex Fowler is a result focused and ambitious senior Supply Chain Manager, with a proven track record as an inspirational and forward thinking leader who thrives on driving teams to exceed targets whilst delivering exceptional customer service. He is skilled in overseeing both UK and International teams, operating across the purchasing, planning, forecasting, customer services and logistics functions. He works with all stakeholders in strategically important areas, minimising the total cost of products and optimising product development to secure competitive advantage.
He is a BA Hons qualified multi linguist (English, French & German) with 10 years experience of managing supply chains and driving global collaboration between commercial, supply chain, operations and logistics teams.
Andrea Girardot Kovarikova
Director Technical & Field Services Europe & Distribution
Haemonetics Corporation
Director Technical & Field Services Europe & Distribution
Haemonetics Corporation
Andrea is an executive with experience in Technical service, Supply chain, Customer Service and Information systems. She is a results driven Leader with proven ability to manage large organizations and increase efficiency. She is entrusted with large turnovers and complicated projects, and is adept at overseeing several departments / tasks at once and delivering results on time and under budget.
Herman returned to the Reverse Logistics Service Industry 6 years ago with Sprague-Europe, this after having made a “pits-stop” for 8 years in Product Design as the VP of R&D at BDT AG in Germany.
BDT AG is a major ODM’s behind products from HP, Dell, IBM, Xerox, SUN/Oracle, etc. on Storage Automation and Office/Production Printers.
Prior to this BDT AG period, Herman held several management positions in Service Logistics with Digital Equipment Corp(DEC) and Compaq, managing the EMEA Repair Centers and WW Quality & Engineering Operations.
Through re-engineering and re-structuring Digital’s Service Logistics technical Operations Herman contributed to one of the best Service Logistics operations in this industry.
Prior to this period Digital period Herman worked in several HW & SW Design Engineering positions at ITT/SEL and Xerox.
Mike is a successful Product Management Director. He implements market and product strategies, competitive analysis, participates in the management of key customer accounts to include building positive relationships, manages the development and implementation of product and resource strategies, and provides pre- and post-deployment activities and improving on internal process development in a cross functional organization. He has a proven ability to thrive in a rapidly changing business environments with a key emphasis on the optimization of revenues, profits and market share.
Stefan Hatt holds a MSc in Engineering from the Swiss Federal Institute of Technology (ETHZ), Zurich and an MBA from HSG St Gallen/University of Michigan, Ann Arbor. He started his career in 1989 with Mazda Motor Corporation, Sulzer and ABB, where he was in various operational and functional roles. After moving to Alstom in 2000, he held positions in sales and tendering, his last one with global responsibility for CCPP and GT power plants.
Starting 2004, Stefan Hatt led the 1.5 BUSD 3000 employees service unit of Atel-Alpiq, an European utility with focus on utilities and industries in generation, transmission and distribution (P&L). From 2006 to 2009, he was heading global sales & marketing of ABB’s 2 BUSD 3500 employees power & water business with focus on electrical, instrumentation and controls (top line). Presently, he has the global responsibility for ABB’s 1.8 BUSD 4600 employees service business of ABB Power Systems with focus on generation, transmission and grid systems (P&L).
Mark has over 20 years experience in sales, marketing and operational leadership within technology sector. He is responsible for overseeing all of Service Power operations in the European market, including ServiceScheduling software development, technical support, partnerships and UK retail, OEM, insurance and warranty service operations. He was previously been responsible for global sales and marketing. He brings extensive experience in corporate strategy and commercial management having previously been a board director of several technology organizations specializing in service, compliance, leaning and knowledge. He has a Higher National Diploma (Hons) from what is now Oxford Brookes University and one of first Fellows of the Institute of IT Training.
Chris La Fratta is an innovative business leader with a genuine passion for mentoring aspiring leaders and developing high-performing teams. For over 15 years he has been driving breakthrough improvements in the healthcare industry for companies such as Hewlett Packard and Philips Healthcare. Chris is currently Vice President of Service for Elekta in Region Europe/AFLAME. His specialties include strategy, field service and support and process improvement.
Raffaele Lauria has an extensive knowledge of Oil & Gas markets (Upstream, Midstream, LNG, Downstream) and wide range of industry products (gas turbines, steam turbines, centrifugal and axial compressors, turboexpanders, control systems). He is a proven operations leader within the Energy and Oil & Gas industries leading global and regional teams focused on service execution and team/business development across a global enterprise. He is customer and result oriented, recognized as a leader of cross-functional organization, capable executor and problem solver within demanding environments.
I started my career, after my engineer degree, in a shipyard company, DCNS. I joined Aggreko 11 years ago as a customer service manager for Southern Europe and I am now the head of Operations of Continental Europe, in charge, with my team, of rental fleet management, service improvement initiatives, technical supports and trainings in all areas of Continental Europe Aggreko business unit: Spain, Italy, France, Germany, Benelux, and Poland. I am leaving in Versailles, France, nearby Paris with my wife and two daughters. I enjoy travelling not only for business but also for discovering different cultures with my family and enjoying whenever possible scuba diving.
Kris Oldland is Editor of Field Service News, Europe’s leading trade journal for the field service industries. In this role Kris is able to combine his passion for technology with the experience of a decade dedicated to developing and establishing excellent standards for customer service in some of the UK’s highest profile hospitality and retail chains.
An inquisitive, probing journalist and a gifted writer with an uncanny ability to take detailed analysis of complex issues and translate the most salient points into an easily understood context, Kris has spent nearly ten years honing his craft in B2B media covering topics as varied as finance, music and even fire juggling!
Sue joined Juniper Networks in September 2013 as Vice President of Customer Services and Support for EMEA, having spent most of her career at Sun Microsystems and more recently at Oracle.
With more than 25 years experience in the IT industry in both customer services and sales, Sue is well known and respected for both her knowledge of the IT industry and her business and organizational leadership, and has considerable experience of delivering financial results and operational excellence across geographic boundaries.
Recognised for her management style and people oriented approach, Sue has successfully driven many customer services initiatives and change management activities, motivating teams to strive for continuous improvement and innovation.
Having lived and worked in the USA, UK and France, and managed organisations of over 2000 employees across EMEA, Sue has proven
herself an accomplished leader in an international environment, focusing on employee motivation and customer delight as key drivers of
financial success.
Sue has a BA Honours degree in Management Studies and French from Leeds University, England and is currently resident in France.
Paul has been with Airbus for the past 10 years, and is currently responsible for deployment of 330+ field service representatives worldwide. This is Airbus’ front line technical support team based with their aircraft operators. Previously, he was Head of Customer Support for Middle East/Africa/South Asia region which included introducing the A380 into Emirates. Prior to Airbus Paul held various roles in BAE Systems in marketing, commercial contracts and sales. He holds a Bachelor of Science Degree from Nottingham University and a Masters Degree from Cranfield University.
Jérôme Piche holds a 20 year experience within in-vitro Diagnostic industry. With a background in medical analyses and business he started his career at Organon Teknika in 1994 in France, he held various positions: Sales Representative, Product specialist and Product Manager in several fields such as microbiology, Immunology and Molecular Biology for private labs, hospitals and blood banks.
When bioMérieux acquired Organon Teknika in 2001, Jérôme was appointed Local Product Manager and then Global Product Manager in Worldwide Commercial Operations, in charge of the HIV range of products, until beginning of 2009. Then he joined the Global Customer Service as Training Director responsible for the worldwide product training activities.
As of 2011, he became Vice President of the Global Customer Service.
When bioMérieux acquired Organon Teknika in 2001, Jérôme was appointed Local Product Manager and then Global Product Manager in Worldwide Commercial Operations, in charge of the HIV range of products, until beginning of 2009. Then he joined the Global Customer Service as Training Director responsible for the worldwide product training activities.
As of 2011, he became Vice President of the Global Customer Service.
R Srinivas Rao (RSR) is Vice President– Service Transformation Solutions in the Manufacturing & HiTech Business Unit for Wipro Technologies. He is responsible for building large platform solutions for the business unit across industry verticals and process areas and is part of the BU Leadership team. His main focus area currently is helping manufacturers transform their After Market Services capabilities and improving Service Management for field assets using remote connectivity technologies and advanced analytics. RSR has 25 of years’ experience in the IT services industry out of which close to 17 years was spent in Wipro. Over the years, he played various roles in the IT industry in areas such as Customer Support, Systems Analysis, Design and Development, Program / Delivery Management and Account Management. He was the Global Delivery Head for strategic accounts for many years before moving into a business leader role responsible for vertical P&L. Over a six-year period, RSR had managed two leading industry verticals – Automotive and Pharmaceuticals. He has significant experience working with global clients in regions such as US, Western Europe, Japan, Asia Pacific and India. He is also the head of Wipro’s Hyderabad Development Centre and member of the Managing Committee of HYSEA, the association of IT and ITeS companies in Hyderabad, Convenor of ICT Panel, CII AP Council. RSR is a regular speaker at industry and academic conferences. His passions include leadership building and domain capability building in the teams that he directly or indirectly manages. RSR created Centers of Excellence within Wipro that have published several white papers and points of view on industry topics across Discrete Manufacturing and Life Sciences industries. One of them went on to win a US patent. RSR holds a Master of Computer Applications (MCA) degree from University of Delhi and a Post Graduate Diploma in Business Administration from Bangalore University.
Patrick is a broadly experienced professional in product management and strategy, product marketing and positioning, and business development.
Hans van den Heuvel has over 20 years of experience in working in Services & Support for both hardware & software companies operating in a wide variety of markets. For almost this whole period he has worked on an international level and has worked in the Netherlands, his home country, and also Germany and the UK. Van den Heuvel has worked for Canon since 2006, first as System & Technical Support Manager for Canon Netherlands, after which he became Director of Business Operations. In October 2010 he moved to the EMEA HQ of Canon in London where he became Technical Support Director for the EMEA region, responsible for all 4th level Technical Support issues on both the consumer and business side of Canon’s business. In April 2014 he was appointed to his current role of Operations Director Services & Support for EMEA with additional responsibilities for all customer facing activities (Pan European Contact Centre, Field Service, Technical Support, QA, and in-house repair). About Canon Europe Canon Europe is the regional sales and marketing operation for Canon Inc., represented in 116 countries and employing over 17,000 people across Europe, the Middle East and Africa (EMEA). Founded in 1937 with the specific goal of making the best quality camera available to customers, Canon’s tireless passion for the Power of Image has since extended its technology into many other markets and has established it as a world leader in both consumer and business imaging solutions. Its solutions comprise products, ranging from digital compact and SLR cameras, through broadcast lenses and portable X-ray machines, to multi-function and production printers, all supported by a range of value added services. Canon invests heavily in R&D to deliver the richest and most innovative products and services to satisfy customers’ creative needs. From amateur photographers to professional print companies, Canon enables each customer to realise their own passion for image. Canon’s corporate philosophy is Kyosei – ‘living and working together for the common good’. In EMEA, Canon Europe pursues sustainable business growth, focusing on reducing its own environmental impact and supporting customers to reduce theirs using Canon’s products, solutions and services. Canon has achieved global certification to ISO 14001, demonstrating a world-class environmental management standard. Further information about Canon Europe is available at: www.canon-europe.com
David Vaury is a business transformation managing consultant with strong and international experience in leading change in complex organisations. He has a track record in delivering shift to services in product and technology-oriented organisations.
David has experience in organisational design in complex/international organisations, services design thinking, business profile characterisation and external benchmarking.
He has significant experience in managing international teams, large teams (> 300 people) and services operations (+£100m revenue).
Diethard is General Manager of Customer Care Solutions Business in Europe, overall P&L responsibility for the business related to the Services of the company’s medical imaging systems. This includes services revenue, service delivery & costs and ensuring outstanding customer satisfaction for professional services and maintenance services.
Hakan has worked with development of business solutions for Sales and After Sales which typically involve IT, sensors and financial solutions as business enablers/drivers.