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Field Service Medical 2015 (past event)
February 23 - 25, 2015
Rancho Bernardo Inn, San Diego, CA
Contact Us: 1.888.482.6012
Day 3
8:00 am - 8:45 am Continental Breakfast In The Solutions Zone
8:45 am - 8:50 am Welcome Remarks
8:50 am - 9:00 am Chairperson’s Opening Address
9:00 am - 9:20 am Best Practices For Services Marketing
As head of marketing for ThermoFisher Scientific, Doreen Pippen knows that having a focused policy for service is paramount. In this session, she’ll discuss tips to ensure your services marketing team operates at the highest level. Key takeaways include:
- Establishing a dedicated service marketing focused on web and digital strategy, new offering launches and marketing automation
- Ensuring simplification of offerings, quotations, and transactions
- Driving the two Ps of service marketing: people and process
9:20 am - 9:40 am The Tools That Transformed Our Customer-Facing Operation: A Luminex Success Story
Over the past couple of years Luminex has transformed its customer facing operation, including how field service does business. In this session, Steve will touch on the tools and platforms he used to complete the transformation. He’ll also discuss the internal culture change that occurred as a result of this undertaking.
9:40 am - 10:00 am All About You. Creating And Implementing A Customer-Centric Focus Within Your Organization
Focusing on the voice of the customer is important for every business, but it’s vital for service organizations. Jim and Lloyd have developed tools and tricks to creating customer-centric service business, which they’ve used to great success at Carl Zeiss Meditec. Join them to learn how you can transform your department into a customer first operation.
Carl Zeiss Meditec
Carl Zeiss Meditec
James Todd
Director Customer Service Call CenterCarl Zeiss Meditec
Lloyd Steere
Director Field ServiceCarl Zeiss Meditec
10:00 am - 10:20 am Do Sales Equal Revenue?
Sales do not necessarily equal revenue for service organizations. As Director of Finance at Hill-Rom, Stacy Blakley knows this more than most. Join Stacy to learn how to better understand your sales cycle, align compensation packages and recognize your recurring revenue stream.
Hill-Rom
Stacy Blakley
Finance DirectorHill-Rom
10:20 am - 10:30 am Innovation Spotlight
Ted Steffner
Director West RegionFieldOne
10:30 am - 11:15 am Morning Refreshment & Networking Break
11:15 am - 12:00 pm Panel Discussion: Formalizing A Company-Wide Voice Of The Customer Policy
In this panel discussion, our experts discuss why it’s so important to put the customer first. Key takeaways include:
- Ensuring customer service is valued at every level, from executive team down
- Providing incentives for superior service
- Innovating to capture constantly changing customer requirements
12:00 pm - 12:20 pm Tackling The Challenges Of Global Services Operations
- Navigating time zones, international labor laws, cultural issues and global inventories
- Determining where to stock parts and how to manage stock levels from international vendors
- Maintaining appropriate technician levels across the globe, supported by 3rd party contractors when needed
12:20 pm - 1:20 pm Luncheon
1:20 pm - 1:40 pm Combating Healthcare Consolidation By Better Partnering With End Users
The healthcare industry is rapidly becoming smaller. Mergers and
acquisitions between medical device companies are commonplace and many
hospital organizations have consolidated. To ensure you’re prepared for
these changes, Marion will address how to partner with your customers
including:
• Ensuring healthcare organizations look to you as a key support provider rather than creating their own support teams
• Maintaining better product and service offerings and continuously innovating
• Partnering with the biggest healthcare providers
• Ensuring healthcare organizations look to you as a key support provider rather than creating their own support teams
• Maintaining better product and service offerings and continuously innovating
• Partnering with the biggest healthcare providers
1:40 pm - 2:20 pm Panel Session: Exploring The Intersection Of Field Service & Customer Service
- Understanding the impact that quality service has on customer satisfaction and on your bottom line
- Summarizing the aspects of your service that differentiate you and formalizing into best practices that all technicians should follow
- Marketing your company’s emphasis on quality service and delivery
