Jeff Yates

National Service and Repair Manager, U.S.
Richard Wolf Medical Instruments Corporation

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

Download The Latest Agenda

Day Two, February 28 - Reinvigorate Your Culture

Friday, February 2nd, 2018

16:00 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

Day Three, March 1 - Achieve Cross-Functional Integration

Friday, March 2nd, 2018

11:00 Service is a Product – How to Sell it That Way!

Assuming that repairs will come back to your company automatically after the initial sale is one of the largest revenue mistakes that sales organizations make in Capital Medical Equipment. Service must be marketed and sold as a product with the same tenacity and energy as the initial sale of equipment. Securing service agreements at the point of sale not only ensures a continued revenue stream for your sales force and service organization, but it protects your brand, improves instrument and device performance and, ultimately, delivers better patient outcomes. Based on Richard Wolf Medical Instruments’ hybrid service and sales model, hear how to:

Secure service revenue dollars upfront by training your service and sales teams to present service options at the point of sale
Protect your brand by ensuring that devices perform at a high level through authorized repair
Overhaul your recruitment model for service technicians: Hire the attitude, Train the skills!

13:00 Toolbox Talks

Attendees will select 2 of the following round tables. Each discussion will last 30 minutes, after which the attendees will rotate.

1. Follow-up: The Holistic Field Service Rep Knows Their Technology

Lara Hanson, Manager, Service Operations Solutions, GE

2. Follow-up: Service is a Product – How to Sell it That Way!

Jeff Yates, National Service and Repair Manager, U.S., Richard Wolf Medical Instruments

3. Follow-up: Discovering Service Revenue from Your Installed Base
Karl Geffken, Senior Director, Marketing - Global Services, Medtronic

4. Integrate Service and Sales to Create a Dual-Sided Profit Center

Marnie Woods, Manager, Field Services and Repair, J&J Medical