Field Service Medical 2017 (past event)
February 27 - March 01, 2017
1.888.482.6012
Day Two, February 28 - Reinvigorate Your Culture
08:00 - 08:45 Continental Breakfast & Registration in the Solutions Zone
08:00 - 08:45 KR Wolfe VIP Think Tank – Invite Only
08:45 - 08:50 Welcome Remarks
08:50 - 09:00 Chairperson’s Opening Address
09:00 - 10:00 Guest Keynote: An Economic Analysis Based on the Current Medical Landscape and How it Will Effect You
10:00 - 10:20 Keynote: Resource Justification Modeling: Building the Team of Your Dreams
There hasn’t been a manager in service history that said they see no use for hiring more field employees or that they were satisfied with their outdated technology. Of course, these wants do not always translate to needs when it gets communicated to their boss. Hear from Rick Brandl, an executive from the world’s largest medical technology development company, the ways you can successfully:
-
Build a solid rationale to justify adding staff to critical territories
-
Decrease downtime and keep the customer happy, establishing trust
-
Make travel a little less unpredictable for your team and increase employee satisfaction
10:20 - 11:00 Panel: What’s Unique about Your Service Solutions?
In a highly regulated environment that streamlines the way medical equipment can look and perform, it can be difficult to stand apart from the competition. But there is a better way than relying on discounts to get the customer to pick you instead of them. Hear from Luminex, Medivators, a division of Cantel Medical, and KORE how they used distinctive service offerings to the augment their bottom line.
-
Move away from exhausted service bundles and allow your customers to pick only the services that they need from you
-
Make your company stand out by utilizing service as your brand differentiator rather than a cost-reduction
-
Build a two-way rapport with your customer and enlighten them on how you fixed the problem
11:00 - 11:10 Field Service Medical Benchmarking Survey
11:10 - 23:50 Morning Refreshment & Networking Break in the Solutions Zone
23:50 - 00:10 Creating a Parts Strategy as the OEM
Service parts may not be glamorous, but the strategy behind selling them should be. Consumers are trained to expect an extraordinary experience no matter what they’re purchasing. Customers truly value the OEM experience and surveys show they are willing to pay for the enhanced experience. Stacy Blakley will explore ways to grow your market share while enhancing your customers’ experience.
-
Understand customer expectations when you have a B2B business model with a B2C experience
-
Comprehend customer behavior by predicting how your customer profile determines your service portfolio
-
Gain knowledge on proprietary and commodity offerings and pricing on the full scope of the parts marketplace, including third party service providers
00:10 - 12:30 We’re Engaged: Training a Field Service Team Despite Long Distance
Training a spread out field service team is a challenge on its own, but keeping them engaged is a whole other barrel of worms. Thankfully, Luminex seems to have developed just the right global training technique to help managers sleep at night. This session equips you with the tools you need to keep the cogs running smoothly, whether your entire team is located on the same coast or if you have one outlier in Shanghai.
-
Take advantage of Skype, YouTube, and teleconferences rather than diminish their time and your resources with a “travel to train” approach
-
Deter employee drop-off by surveying them for areas of improvement
-
Hear lessons learned and understand the importance of communication when you manage an internal or global team
12:30 - 13:30 Lunch in the Aragon Lawn
13:30 - 15:00 Toolbox Talks
Speakers:
Scott Moudy Manager, Field Technical Medtronic
Amos Schneller VP, Global Service and Technical Support Medivators Inc
Mario Guendelman Director, Service - West Region Medivators (Minntech)
Moiz Mohammed CEO Biznussoft
Bobby Middleton COO Help Lightning
Michael Prokopis VP, Strategy and Innovation OnProcess Technology
Scott Moudy Manager, Field Technical Medtronic
Amos Schneller VP, Global Service and Technical Support Medivators Inc
Mario Guendelman Director, Service - West Region Medivators (Minntech)
Moiz Mohammed CEO Biznussoft
Bobby Middleton COO Help Lightning
Michael Prokopis VP, Strategy and Innovation OnProcess Technology
Attendees will select 2 of the following round tables. Each discussion will last 30 minutes, after which the attendees will rotate.
1. Service: No Longer a Synonym for “Discounts”
Scott Moudy, Manager, Field Technical, Medtronic
2. Manpower Assessment: Quantify Your Field Work to Convince Management When It’s Time to Hire
Mario Guendelman, Director, Service - West Region, Medivators
3. Go Big: Globalize a Service and Support Model That is Operating at a Local Level
Amos Schneller, VP, Global Service and Technical Support, Medivators
4. Large Scale Rollout of Augmented Reality / Virtual Presence
Bobby Middleton, COO, Help Lightning
5. Making Field Service a Profit Center Rather than a Cost Center
Moiz Mohammed, CEO, Biznussoft
6. Prove It: Use Data to Align Customer Expectations With the Way You Do Business
Michael Prokopis, VP, Strategy and Innovation, OnProcess
15:00 - 15:40 Afternoon Refreshment & Networking Break in the Solutions Zone
15:40 - 16:00 Implementing a Hybrid OEM – Third Party Service and Support Organization
Raffaello Aquino of Navigate Surgical Technologies shares fascinating insights on their unified third party and direct field service model. Yes, you can have both – and you can do so without sacrificing your reputation as the OEM! Put the Original back in Original Equipment Manufacturer and discover how this hybrid model can help your organization achieve the following:
-
Utilize the emerging practice of freelance management to scale your service and support workforce
-
Collaborate to be more cost effective without tarnishing the quality of your brand
-
Live up to the “Original” Equipment Manufacturer title and make sure your third party service and support team is held to the same compliance standards you are
16:00 - 16:40 Panel: Identifying the Relevant Metrics for Measuring Service Success
You spent money to have Big Data in the first place, so why not leverage the analytics you have to tell a truthful service success story? Most will answer something along the lines of, “It’s too much data to sift through to know what we should focus on.” Our panelists are here to share their own experiences with this problem and help you to:
-
Learn how to actually utilize the Big Data you put so much money into acquiring
-
Save time by only analyzing the KPIs that align with what success means to your company
-
Use actionable insights to increase customer satisfaction and profit
Jeff Yates
National Service and Repair Manager, U.S.Richard Wolf Medical Instruments Corporation
