Workforce Management Interactive Roundtable Day

What better way to kick off Field Service Medical 2015 than with a renewed commitment to developing a robust service culture? Stephen Hotz from Varian Medical knows that a key focus for service teams after a merger or acquisition is maintaining a culture of excellence.

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Having engaged, satisfied employees is especially important when it comes to service technicians. Your technicians are onsite with customers and if they aren’t happy with your company, customers will pick up on that. Our panelists discuss the steps they take to ensure a positive culture within their service teams, including:

• 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

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During this Interactive Roundtable session, you'll have the opportunity to attend and take part in each of the table discussions below.

Table 1: Reducing The Organizational Stress Of A MDFA (Medical Device Field Action) Hosted by Brad Knudson, Director of Business Development, EMSAR, Inc. , Bob Backscheider, Director, US Service Delivery, Stryker Instruments and Jennifer Ellard, Customer Care Supervisor, Stryker Instruments
Table 2: Service Innovation & Transformation
Hosted by Mordechai Moshin, Chief Technology Officer USA, coresystems
Table 3: Creating Innovation With Connected Medical Devices
Hosted by Serge Romano, Sr. Director, IoT/SLM Solutions Validation & Enablement, PTC and Bruce Kane, Business Development Manager, ThingWorx
Table 4: Compliance & Integrated Cloud For Medical Device Field Service
Hosted by Heather White, Director of Client Delivery Life Sciences, ForeFront
Table 5: Linking Customer Experience To Increased Customer Retention And Improved Operational Efficiencies
Hosted by Evans Manolis, President, Marketii
Table 6: Using Analytics To Optimize Your Dispatch Process
Hosted by Carolyn DeVasto, Vice President Business Development, OnProcess
Table 7: The Role of Reverse Logistics In Medical Service
Hosted by Tom DeVroy, Enterprise Service Management Product Evangelist, IFS

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During this Interactive Roundtable session, you'll have the opportunity to attend and take part in each of the table discussions below.

Table 1: Reducing The Organizational Stress Of A MDFA (Medical Device Field Action) Hosted by Brad Knudson, Director of Business Development, EMSAR, Inc. , Bob Backscheider, Director, US Service Delivery, Stryker Instruments and Jennifer Ellard, Customer Care Supervisor, Stryker Instruments
Table 2: Service Innovation & Transformation
Hosted by Mordechai Moshin, Chief Technology Officer USA, coresystems
Table 3: Creating Innovation With Connected Medical Devices
Hosted by Serge Romano, Sr. Director, IoT/SLM Solutions Validation & Enablement, PTC and Bruce Kane, Business Development Manager, ThingWorx
Table 4: Compliance & Integrated Cloud For Medical Device Field Service
Hosted by Heather White, Director of Client Delivery Life Sciences, ForeFront
Table 5: Linking Customer Experience To Increased Customer Retention And Improved Operational Efficiencies
Hosted by Evans Manolis, President, Marketii
Table 6: Using Analytics To Optimize Your Dispatch Process
Hosted by Carolyn DeVasto, Vice President Business Development, OnProcess
Table 7: The Role of Reverse Logistics In Medical Service
Hosted by Tom DeVroy, Enterprise Service Management Product Evangelist, IFS

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Ensuring profitability in service is vital to your organization’s bottom line. Our panel discusses how to continuously grow a profitable service business, ensuring the following questions are addressed:

• What are the most important elements of growing service?
• How do you ensure executive-level buy-in?
• How do you shift the organizational mindset from a technology and product-oriented company to a services company?
• Adding value to your portfolio beyond just maintenance contracts

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