Mario Guendelman

Director, Service - West Region
Medivators (Minntech)

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

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Day Two, February 28 - Reinvigorate Your Culture

Friday, February 2nd, 2018

13:30 Toolbox Talks

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

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