John has served as @hand President and CEO since 2001. In this role, John develops and implements @hand’s overall business strategy and go to market model to drive sustainable business growth and customer satisfaction. John offers extensive global success in developing, leading, and managing enterprise software organizations. Prior to @hand, John’s accomplishments include serving as Director of Worldwide Operations for J.D. Edwards, where John was responsible for formulating the global operating plan and implementing high performance concepts and techniques throughout the worldwide sales and service organization of 1500 employees. John later joined Manugistics as Senior Vice President of Field Operations to develop and manage a high-growth global field organization that sold and supported supply chain planning solutions. John has also held executive positions with emerging-market software companies such as Excalibur Technologies, daly.commerce, and OmniSpace. John earned a bachelor’s degree in commerce from the University of Virginia.
Gopal V K is Vice President and Global Practice Leader for After Market Services (AMS) for Genpact, a global leader in business process and technology management, where he is responsible for strategy, growth, and P&L. In his 17 years of experience across various leadership and advisory roles, Gopal incubated and managed the Travel, Transportation, and Logistics vertical for a global IT major in multi-country engagements encompassing consulting, process, and IT. He also held key roles in the manufacturing industry, managing business P&L, new product development and supply chain, and worked with Deloitte as a management consultant. He has implemented process and cost management programs across multiple industries, including cement, solar, power and manufacturing. He is an entrepreneur and a recognized thought leader in the supply chain and aftermarket services, in demand as a speaker at leading conferences and forums. Gopal is a member of the National Logistics Advisory Council of CII (Confederation of Indian Industry) and Vice President of the Delhi Roundtable for Council of Supply Chain Management Professionals(CSCMP). He holds masters' degree in Business Administration and is a Mechanical Engineer, and freely shares his knowledge on his blog at http://slmhub.com
William McNeill is a senior research analyst in the Gartner Supply Chain Research group, formerly AMR Research. As a research analyst, Mr. McNeill is responsible for researching, analyzing, and writing on business and software trends in service life cycle management, which includes the broad topics of service discovery, service fulfillment and service knowledge applications. Within these three groups, he covers such technologies as predictive support, remote service monitoring, field service, service parts planning and optimization, MRO, enterprise asset management, repair documentation, and warranty management. Mr. McNeill also covers global trade management and import/export compliance. In addition, he covers the technology needed to support item-level serialization, primarily in life sciences. Mr. McNeill is also a member of the software as a service (SaaS) internal research community and can talk about the principles of the SaaS deployment model, as well as review SaaS contracts and terms, especially for supply chain applications. Mr. McNeill has also written about the software market around Sarbanes-Oxley compliance.
Tom Sears has been with PTC since 1993 and is currently a Senior Director of Product Management for the Arbortext Business Unit. In this role, he is responsible for working closely with customers to define solutions that optimize the creation, management and delivery of the information critical for the operation, servicing and support of their products. Tom’s responsibilities also include the research of industry best practices and enabling technologies, which has contributed to a number of acquisitions including Arbortext for dynamic publishing, ITEDO for technical illustrating, LBS for S1000D information delivery and 4CS for Service Lifecycle Management. Tom has a Bachelor of Science degree in Mechanical Engineering from the University of New Hampshire.
Alon Sagie is the director of service capabilities in the Service product Group of Applied Materials. The group is responsible to develop and deploy service capabilities including remote service, e-diagnostics, Best Practice Network and other applications. Applied’s field Service Organization counts more than 2000 engineers supporting Applied’s customers in more than 100 locations in 4 main segments: Semiconductors, Solar, Display and Glass & web. In the past few years the company is developing its service business and operations to supplement its capital equipment business, this period is distinguished by technological challenges as much as change management ones all in the light of huge potential and compelling road map.
For the past 25 years Amos has enjoyed a successful career in International Technology and Customer Support Management. He has created and developed Infrastructures of Operations including: Systems Design, Programming, Installation and Integration in the countries of Europe, Israel, and the United States. Some of his most notable experiences have been in helping multiple companies establish an international presence. Amos began his career as R&D Engineer and System Manager at Scitex Israel, the inventor of Digital Pre-Press Systems. He went on to oversee the company’s development and service of Graphic Arts Solutions in Central Europe as District and Regional Manager for the Central US and Canada. Amos continued his career as Customer Support Manager for Delphax Technologies, a manufacturer of high volume printing equipment for publishing, direct mail, legal and financial applications. Amos joined Minntech Corporation in 2005 serving as the Director of Customer Support. Minntech designs, develops, manufactures, markets and distributes disinfection/sterilization reprocessing systems; hollow fiber filtration and separation products for medical applications; and Medivators endoscope reprocessing systems. Amos holds a degree in Electrical Engineering. He graduated from the MBA program at the University of St. Thomas.
Bob Feiner is currently Dell’s Executive Director of Global Field Services. The Global Field Services organization manages the on site network responsible for support of Dell’s warranty services across all of Dell’s products. This network has over 15,000 technicians in over 75 countries, supporting over 100 million active units in the field. Bob joined Dell in April 1999, leading the implementation of new products for enterprise service parts. He then developed and implemented the Enterprise Service Force, Dell’s first break fix team focused on support of servers and storage devices. In 2001, he built the first of what would become five global Enterprise Command Centers. He then organized and built an Americas wide Dell badged field team of technical engineers to support Dell’s Enterprise deployments, proactive maintenance services, and emergency break fix engagements. In 2007, he ran the Americas Enterprise Technical support organization with over 1500 technicians in five sites across North and South America. Prior to Dell, Bob served as a management consultant in Ernst & Young’s Supply Chain management practice. He also held a variety of roles in the energy industry including sales, services, and program management. Bob graduated with a MBA from the University of Texas –Austin in 1997 and has a BS-Mechanical Engineering from Tulane University, 1991.
Brad has been focusing on Hi-Technology Support Improvement activities for 15 years and is the VP of Global Support Experience creating delightful answers interactions across the Assisted, Self-Service, Community & Social 911 Support channels for Yahoo’s 600 million+ Audience customers and 75,000+ Advertising customers. Prior to Yahoo, Brad was the Sr Director/Architect of Online Support for Symantec. He is a former Vice President of Customer Support at VeriSign for their Content, Commerce & Communications groups as well as the Global Vice President Support for Openwave systems. Brad has also held various management and change leadership positions at Oracle Global Support, InQuira , United Space Alliance & Lockheed Martin. Brad is a former Support Services Professional Association (SSPA) Advisory Board Member and a current Board Member of the Consortium for Service Innovation (CSI) where he is a frequent speaker and one of 17 recognized CSI Innovators.
PTC Senior Vice President of Solutions Development currently leads the global strategy and go-to-market development team for the company’s Service Lifecycle Management (SLM) solutions. Brian joined PTC in 1999 in the global services organization and has held several roles within consulting services, product definition and R&D. During his tenure at PTC, Brian left the company to join Aptavis as a product lifecycle management (PLM) solutions consultant and participated in the development of the FlexPLM solution, a specialization of PLM focused on the needs of the Retail, Footwear, and Apparel market. PTC acquired Aptavis and FlexPLM in the summer of 2005 and Brian rejoined PTC as head of the FlexPLM development team. Brian graduated from Kalamzoo College with a BA in Computer Science in 1999.
Bruce is currently the Vice President of Support Service in the Technology Service Division of Ricoh US where he supports Ricoh Americas Corporation (US, Canada, Latin America).
Bruce has been with Ricoh for 18 years and is currently responsible for supporting Ricoh customers and field technicians, both dealer and direct. These areas include all Call Center Operations, Technical Support and Engineering, Customer Help Desks, Printer Depots, Network Support HD, and Service Training.
Cary Chapman is a customer service professional with forty-one years of service and sales background. With Cary’s years of experience, he was hired by Safeline to stabilize a multi-year turnover issue. In his current role, Cary has been instrumental in completely eliminating service employee turnover while assisting in achieving fifteen percent annual growth over the last three years. With Aixtron, Inc. as a National Field Service Manager, Cary also performed the role of Country Manager. The mission of the U.S. organization was to support the largest customer in the world and several other high profile LED customers while supporting and interfacing with the parent company in Aachen, Germany. Cary was instrumental in planning and implementing the relocation of the US headquarters from Buffalo Grove, Illinois to San Jose, CA in 2005-2006. While serving as Director of Customer Support for Steag Electronic Systems, Cary accomplished the turnaround of a failing service group that four years later was awarded the VLSI top ten rating for companies $300 million and smaller. He managed the successful merger of two semiconductor companies’ service organizations into Steag’s. The mergers increased the number of service engineers from thirty-five to ninety. Specializing in building high performance teams as well as long-term customer and employee relationships, he drove a service philosophy of creating a business owner mentality with field service engineers up through all levels of the organization. Cary has worked with large and small organizations in the high-tech industrial market place. In his role as a Honeywell Branch Manager in Denver, he increased revenues from $3 million to $9 million while drastically reducing the cost ratio. He has led critical projects while working for the Honeywell Industrial Automation and Control Division. Also, as a leader of a regional Business Center Automation team, Cary brought the first open architecture shared database to the division. Cary led the effort to achieve ISO certification within an eighteen-month time frame; this included service, manufacturing, software, and the tech support groups. In his final position with Honeywell as National Manager of Operations Support, he was responsible for a $125 million budget and the support of a field organization numbering approximately nine-hundred fifty employees. In addition to his numerous service responsibilities, Cary spent time selling; most notably managing the General Motors account for Honeywell where in his role as National Account Manager he sold to executive VPs of Buick, Cadillac, Chevrolet, Oldsmobile and Pontiac. Service contract sales nationally were increased from $4 million to $6 million in an eighteen-month time frame. Cary, a decorated Vietnam Veteran, is a long-standing past member of the American Management Association, AFSMI and has volunteered time speaking to third year business students at the University of Texas. He also has been certified as an ISO auditor.
Chris Gera is the Vice President of Field Information & Support Services for Global Data Acquisition at Nielsen with responsibility for driving innovation and continuous improvement across the following functional areas:
Training and Leadership Development
Technical Support functions
Technology tools and software support
Rapid technology/software development & deployment
Fleet operations
Developing strategic partnerships with innovative service providers.
His organization supports a field staff of over 1200 associates domestically. He also is currently leading a number of initiatives outside the US in support of the 9000+ field associates across 100+ countries where Nielsen operates. Chris is an operations leader who has excelled and had a long history of delivering service excellence. As a Client Facing Leader he has formed a strong relationship with Sales and Product teams in ongoing partnership to "delight the client".
A native of Pittsburgh, PA, Chris began his career with Nielsen 25 years ago as a Field Representative in Philadelphia. During his career, he has held a number of successive operational leadership roles across the US.
Chris Westlake has been Director of Service at Hach Company (Danaher) since January 2010 with responsibilities including Field Service, Depot Repair, Tech Support, Managed and Professional Services, and Software Services. Chris began his career with Rockwell Automation, where over 17 years he held various Operations and Service positions including Plant Manager, Manager of Services Outsourcing and Manager of Global Repair. His accomplishments included developing repair operations on a global basis and building a multi-vendor MRO outsourcing / asset management business. He then served as VP / COO for Industrial Control Repair (ICR), one of the largest multi-vendor automation and robotics service providers in the US (field service, repair, training, used equipment sales, robot integration, asset management). Chris holds a B.S. Industrial Engineering from the University of Wisconsin and a MBA from Marquette University.
As Vice President of Customer Services and Sales for HP’s Personal Systems Group-Americas, Cliff is responsible for managing the customer experience for commercial and consumer customers across the Americas regions. This includes leading the PSG Americas’ customer experience improvement programs across the value chain, driving a differentiated customer support experience at a competitive cost.
Over the last 16 years, Cliff has worked in several organizations inside HP including Corporate Finance, the Imaging and Printing Group, the Personal Systems Group, and the Technology Services organization within HP Services.
Based in San Diego, Cliff holds an MBA from the University of San Francisco and undergraduate degrees from New Mexico State University.
Dave Baker is senior vice president of Field Services for DIRECTV, the nation’s leading satellite television provider. Baker oversees DIRECTV’s national network of installation and service providers and is charged with improving the quality of the customer experience at the point of installation and service. Additionally, he is responsible for 180 Connect’s operations as a wholly-owned subsidiary of DIRECTV. Baker’s career includes more than 20 years with The DIRECTV Group and its former parent company. Between 1998 and 2006, he held leadership positions with DIRECTV Latin America and DIRECTV Japan, as well as several senior-level financial and operational roles. Most recently Baker was executive vice president and chief operating officer for On Command Corporation, where he led the integration of On Command into its new parent company, LodgeNet. As a senior director at Nightingale and Associates, LLP, Baker restructured a $350 million construction company to return it to profitability. Baker holds a Ph.D. in mineral economics from the Colorado School of Mines, as well as master’s and bachelor’s degrees in industrial engineering from West Virginia University. He is based at DIRECTV’s Denver offices. DIRECTV, Inc. (NASDAQ: DTV), the nation’s leading satellite television service provider, presents the finest television experience available to more than 17 million customers in the United States and is leading the HD revolution with 95 national HD channels – more quality HD channels than any other television provider. Each day, DIRECTV subscribers enjoy access to over 265 channels of 100% digital picture and sound, exclusive programming, industry-leading customer satisfaction (which has surpassed cable for eight years running) and superior technologies that include advanced DVR and HD-DVR services and the most state-of-the-art interactive sports packages available anywhere.
For the past 19 years, Deb Whitten has managed and has continued to develop the warranty program for Vermeer Corporation. Her involvement began with benchmarking many large OEM manufacturers and subsequently led to the development of two different internal warranty business systems. The warranty program has evolved into a complex system, intertwined with all other departments. Vermeer recently implemented an on-line web based system for its worldwide dealer networks. Warranty expense has been reduced by working with other internal departments such as procurement, engineering, and production. The automation gained by the on-line system has allowed additional time and tools to further improve data analytics and supplier recovery. All of these steps have led to an improvement in quality and a continuing increase in supplier warranty recovery which includes the use of reman components and contractual agreements. With these items in place, the focus is now being directed to the entire retail customer experience, beginning with the new equipment purchase through to the trade cycle and how to keep those customers in the channel for all their equipment needs.
MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW. Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified. Denis is responsible for the profitability and growth of MEDRAD’s Global Service Business which includes close to (400) employees. He has varied background in Operations and the Commercial side of MEDRAD’s business and has been in his current role over (10) years.
Dennis Pappas joined Hologic in 2000 and currently holds the position of Senior Director of Service Operations, responsible for service operations for Hologic’s global customer community. Pappas has served in customer and field services organizations for over fifteen years, and brings over a decade of management experience to Hologic, where he has been instrumental in establishing one of the most well respected global service organizations in the industry.He has also led the teams responsible for helping design, implement, and deliver critical technology solutions that have measurably improved service quality and performance while reducing costs for Hologic.
Dick Frishkorn is the Managing Director of the GE Aviation, Global Customer Field Support (GCFS) Group, which consists of Field Service Engineering, the GE Aviation Customer Support Center (CSC), and the GE Aviation Fleet Data Management Center (FDMC). The GCFS Group has field service engineers deployed around the world, covering 42 countries and 120 locations. The CSC provides 24x7 support to commercial customers from locations in Cincinnati and Shanghai, China. The FDMC provides data management and analysis across the entire family of GE Aviation and CFM products.
As a seasoned industry veteran with extensive third-party service parts logistics experience, Doug Magnan has been a member of the Choice management team since 1990. Doug is responsible for Choice’s internal operations, including its Global Logistics Center. Previously, he managed Choice’s network of Strategic Stocking Locations (SSLs) across North America yielding a high level of field performance and process compliance. Doug also held a variety of operations management positions with Choice Courier Systems and Archer Management Systems prior to focusing on service parts logistics. Doug holds a Bachelor of Science in aeronautical studies and transportation management from Embry-Riddle Aeronautical University.
Ed is a corporate service professional with a seasoned background consisting of broad national and international experience. His depth of knowledge was attained by working in diverse functions (including P&L) within world-class Fortune 100 companies. His roles in leadership positions include Manufacturing, Global Sourcing, Project Management, Quality, HR, Marketing, Sales, and Services. Ed is multi-lingual in Spanish, Basic Italian, and Basic German. These communication skills have proven to be an invaluable resource when traveling and working abroad. His expertise was instrumental in yielding high-performing departments, seeking out opportunities for innovation, and driving those innovations to implementations that attain high-growth business benefits and ROI. Ed has a consecutive 20-year win streak for surpassing operational and financial commitments. His reputation as a “Leader of Teams” respectively follows him throughout his career as a motivator. Ed was born in San Juan, Puerto Rico and relocated to the United States to continue educational pursuits. He has a BS Degree in Electrical Engineering from Stevens Institute of Technology, and an Executive MBA from Rensselaer Polytechnic Institute of Technology. He is a Six-Sigma Master Black Belt. Ed joined General Electric as a Co-op, and completed a 16 year career in various functions within GE including Aerospace, Lighting, Power, Mexico, and Industrial. Relocating to 10 different cities in the span of his career in support of his projects has given him the insight into global perspectives. Internationally, he led a joint venture while residing in Mexico for 3 years on assignment, Ortho-Clinical Diagnostics, a division of Johnson and Johnson Company was his next progression as the Worldwide Director of Support Services in Rochester, NY. Responsibilities included all worldwide service functions in marketing, sales, engineering, supply chain, logistics, training, refurbishments, and remote monitoring initiatives. Ed has employees based in Rochester NY, Raritan NJ, Strasbourg France, Neckargemünd Germany, and Shanghai China Leisure time is spent enjoying the outdoors, sailing, biking, kayaking, and traveling to explore new adventures. He is married to Wendy Anne and has a daughter Victoria Mae 11 years old.
Erik is a business executive with a solid background in services, operations, logistics, and financial management. With more than 14 years in high tech industry, the scope of his current and previous roles include leading global teams, managing service and logistics operations, leading global productivity initiatives, as well as delivery of services to customers in North America, Europe, and Emerging Markets.
Eric Paulik joined Axcelis in 1984 and currently holds the position of Vice President Global Service Solutions, responsible for service operations for Axcelis global service community with 30 offices in 12 countries . Paulik has served field services organizations for over thirty years. Since assuming responsibility of Global Service over nine years ago at Axcelis, he has been instrumental in establishing a well-respected global service organization which has become integral to the Axcelis business model.
Frank has worked in the Service industry for over 30 years with vast experience in both the Field and the Corporate Service environment. His experiences include New Product Service Development, Technical Knowledge Management, Service Parts Supply Chain Management, Customer Satisfaction Measurement, Business Process Re-engineering, Field Service Support and Service Systems. He is currently the Vice President of Service Operations for Pitney Bowes with responsibility for all Service Business and Support functions. Prior to joining Pitney Bowes, Frank held a variety of different Executive Service Management positions at Eastman Kodak Company, including General Manager and Vice President of Service and Support. A native of Syracuse, New York, Frank received his BS in Electrical Engineering from R.I.T. and Master of Business Administration, Executive Development Program from the University of Rochester.
Having over 29 years in the Semiconductor field, Fred is currently with ASM, an industry leader in Semiconductor Equipment Manufacturing. Fred is Director of Worldwide Product Support for the ALD, CVD-Diffusion, and Epi product lines. Fred also heads the ASM Global Training Center as well as their Document Development Department. Prior to joining ASM Fred rose to a senior management position over his 20 years with Applied Materials, another industry leader in Semiconductor Equipment Manufacturing, with various international assignments, most recently as Snr Director of Total Product Support for their PVD and CVD product lines. Fred earned his degree in Applied Physics at Strathclyde University in Glasgow and began his career in R&D for Inertial Guidance Systems before entering the Semiconductor industry. Early in his career Fred also spent time at Phillips Net Lab in the Netherlands working on the Mega Project. Fred and his wife Janet reside in Scottsdale Arizona with their three dogs. They enjoy travel and visiting their three children in the US and UK.
Gerald is a currently V.P. of Global Operations with MEGTEC Systems, a leading manufacturer of web coating, drying and air pollution control systems. Responsible for managing the $65M aftermarket business on a global basis. Managing the field service staff, technical support staff, parts department and engineering services. With employees scattered around the globe in 14 different countries. Gerald has his undergraduate degree from the University of Wisconsin-Platteville in Mechanical Engineering and his MBA from the University of Wisconsin - Oshkosh. Gerald has just celebrated 25 years of marriage with his wife Lisa and is the father of three girls.
Gil Acosta joined Applied Materials in 1994 and currently holds the position of Field Service Technology Manager. He is responsible for developing and sustaining the delivery technologies used by Applied Materials’ field service workforce which is approximately 3000 worldwide. Gil has served in manufacturing and production engineering job roles for over 28 years. His expertise is in the areas of Lean Manufacturing, Production Flow and Facilities Planning. He is currently working on developing and implementing service technologies that safeguard company and customer intellectual property while enabling rapid and remote advanced services in the high tech industry.
Hal Kolp is a Vice President of Information Technology at Source Refrigeration & HVAC Inc. in Anaheim California, the largest privately owned Refrigeration & HVAC Supermarket Contractor in the US serving 14 states. He has a long history of applying technology to significantly improve operational effectiveness, improve information, and reduce costs for the organization, customers and suppliers. Hal has been at Source since 2005. As a co-leader in the recent intelligent dispatch initiative, he used his 25 years of experience, an incisive understanding of computer/information systems and ability to drill down to details to deliver an application that streamlined operations, improved dispatch effectiveness and has led to a greater understanding of the business through data analysis.
Ivin Smith joined Pitney Bowes in March 2004. In his present position, Smith is responsible for an organization comprised of over 900 service professional’s providing operational support, equipment maintenance service and solutions for Production Mail, Production Print and Sortation customers in the U.S. He is also responsible to provide technical & business support as required for Pitney Bowes service organizations worldwide. He has over 35 years experience in service at Eastman Kodak, Danka Business Systems and Xerox Corporation. He has extensive print background and experience at all three companies. Smith has been involved in all facets of the service business including engineering, training, manufacturing, project management, strategic planning, and field operations. He has held a number of management and executive positions including District and Regional Manager, Operations Manager, Regional Vice President, and Vice President.
James Jernigan has more than 15 years of experience in clinical engineering and is the director of national field service, training and technology for TriMedx, Indianapolis, a medical equipment management company and consulting firm. TriMedx has helped 500+ healthcare providers reduce expenses, increase patient throughput and drive profitability through innovative management programs centered on medical technology assets. Delivering 99-percent uptime, round-the-clock response and unbiased, total-cost-of-ownership equipment data, TriMedx has saved its clients nearly $166 million to date.
James Mylett is the Vice President and General Manager for Field and Business Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers. James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development. When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle.
Jerry Adamski serves as Global Service Director for Gleason Corporation and is responsible for Service Strategy & Execution across multiple Machine Tool Plants worldwide. His 250 person organization supports 50 countries from 30 global offices to provide Maintenance, Spare Parts, Customer Training & Aftermarket Sales. He has an accomplished global operations background with more than 20 years of progressive management experiences in service, reverse logistics, manufacturing, engineering, and HR with both Gleason and Eastman Kodak Company. His career continues to focus on operational excellence, cost avoidance, quality adherence and on time delivery for fortune 500, private and not-for-profit organizations resulting in significant business growth, productivity improvements and flawless transitions. Jerry additionally serves on The Association for Manufacturing Technology’s Global Service Committee and holds a bachelor's degree in Mechanical Engineering from the University of Detroit.
Jim Joyner is Director of Lean, Quality & Service for CMC/Card-Monroe Corp., the premier manufacturer of tufting machines for the carpet, rug and turf industry throughout the world. Jim graduated from the University of Tennessee at Chattanooga and later earned an MBA from the College of St. Thomas in St. Paul, Minnesota. Jim began his professional career in with the 3M Company where he progressed through the ranks in manufacturing, quality, sales and marketing. In 1983, he joined Philip Crosby Associates, Inc., the world’s largest consulting firm specializing in quality where he became a senior vice president and division president, expanding the Quality College Division into seven foreign countries. In 1991, he started Joyner & Company, a management consulting and training firm and developed a relationship with CMC – in 2003 he joined CMC full time. Jim is a six-sigma black belt, RAB lead auditor, an examiner for the Tennessee Center for Performance Excellence, a judge for the MA Manufacturer of the Year award, and is certified by the University of Tennessee’s Lean Enterprise Institute. He has personally trained more than 20,000 people on various aspects of lean and quality. Having worked with hundreds of organizations on six different continents Jim is recognized as a leading authority in lean and quality management. He has served as an advisor to the Japan Management Association and authored several books including Quality Works and The Seven Myths of Total Quality. He has been a featured contributor to the Journal of Concurrent Engineering. From time-to-time, Jim teaches Business and Quality Management at the college level. Jim and his wife Gretchen have been married forty two years and have three grandsons to enjoy.
Jonathan Yaron, Chairman and CEO of Enigma, Inc., co-founded Enigma, which was incorporated in 1992 and has emerged as the leading provider of aftermarket service and support solutions for manufacturers and operators in the medical, automotive, aerospace, defense, heavy equipment and commercial aviation industries. With 19+ years of experience in meeting the aftermarket technology needs of complex equipment manufacturers and operators, Mr. Yaron is a passionate and eloquent expert on the subjects of maintenance planning and engineering, aftermarket technology and technical documentation. He has been quoted as an expert by leading publications, including AviationWeek, IndustryWeek and Air Transport World. Mr. Yaron is a frequent presenter at industry conferences and has spoken on a wide variety of topics, including maintenance, repair and overhaul (MRO), e-business, XML, and aftermarket solutions. Prior to founding Enigma, Mr. Yaron spent ten years working in the military. He holds a BSc. in Economics and Management.
Larry Wash is President of Trane global service, contracting and parts businesses. Larry has responsibility for the profit and loss of Trane global service, contracting and parts business which includes service operations in 60 countries, more than 300 parts retail stores and 5,000 of the industry’s best associates. Larry leads Trane Performance Contracting Energy Services business, which performs energy audits and enables building owners to use future energy and operational savings to finance infrastructure improvement projects. In this role, Larry delivers high performance building solutions to executives and owners around the world that deliver a strong financial return on investment, and make their buildings more operationally and energy efficient. This includes services ranging from Intelligent Building Services, remote diagnostics, performance and turnkey contracting, predictive maintenance services, and aftermarket parts. Larry is a business leader with more than 25 years of experience and a strong reputation in the services industry. He previously served as Trane’s vice president of service and contracting for the Americas region, and in various services leadership roles with Xerox and Eastman Kodak Company. Larry earned a bachelor’s of science degree in electrical engineering from Wayne State University in Michigan, USA; a master’s degree in electrical engineering from the Rochester (N.Y.) Institute of Technology; and a master’s in business administration with honors from Stanford University.
Len has over 25 year of service management experience with Industrial Equipment and Medial Device manufacturers. He has been with Mettler-Toledo the last 14 years. In his current role, Len is responsible for developing, managing and implementing global service initiatives across the company. These initiatives include various Service Leadership Training programs, programs for remote service of Mettler-Toledo products, Business Process Re-engineer, as well as providing insight and guidance to Senior Management for Mettler-Toledo's Global Service strategy.
Within Mettler-Toledo he has also held positions as the Regional Service Leader for Europe, as well as Head of Global Service for Mettler-Toledo's AutoChem division.
Prior to joining METTLER TOLEDO, Len held various Field Service Management positions for a large global medical diagnostic company, which is now part of Siemens Medical Diagnostics.
Drummond is the Global Service Operations Director, and formerly the Director of Product Support & Services, and also held the position of Division General Manager for Aerospace Engineered Sensors. He previously worked 27 years for Honeywell in multiple management positions. His assignments included OEM Operational Director, Product Lines Manager, Director of Global Sales/Marketing and New Business Development Manager .for Product Support. Drummond holds a Bachelor of Science degree in Telecommunications from Arizona State University, and an MBA from Golden Gate University. He also attended the Thunderbird International School of Management, Global leadership development program
Mike Karlskind has been working with service organizations for more than 15 years across industries and the world to streamline processes and optimize service decisions – essentially helping businesses break down walls that exist in their organization. As Vice President of Service Optimization Strategies, his experience is a collection of lessons from companies in computer services, utilities, telecommunications, capital equipment, home services, retail services, insurance, and medical equipment.
Mike has worked closely with ClickSoftware CEO and Chairman, Dr. Moshe BenBassat to establish ‘ClickSoftware University’, a series of educational sessions intended to assist all types of service organisations on their path to service excellence. Mike is one of the contributors to Clickipedia, our industry blog, and leads executive seminars on the subject of service process efficiency and optimized decision-making. He holds a B.A. (and continuing passion) in mathematics and is a contributor to ClickSoftware’s patent for the "Method and system for assigning human resources to provide services" (US 6,985,872 B2).
With 20 years’ experience in the IT and Field Service industries, Paul Davy has participated in many hardware and software implementations in North America and overseas.His current role is Field Service Manager for North America at Molecular Devices LLC, part of Danaher Corporation. Previous roles include Danaher Business System Leader, Lean Sigma Leader, Product Support Manager, Software Systems Analyst, Sales Consultant, in such diverse areas as Scientific Research Instruments, Software Localization, Manufacturing ERP, Retail Distribution, Software Development, Multimedia Entertainment; and Web Startups.
Ross Brewer is the Executive Director of Rental Order Management and IT at the Hill-Rom Company. The group is responsible for providing service and maintenance for Hill-Rom’s rental and capital product service offerings as well as ensuring accurate billing and invoicing. During his career with Hill-Rom, Ross has held many leadership positions such as Manager of Hill-Rom’s Technical Support departments, Field Service Regional Director of Hill-Rom’s San Francisco and Atlanta field offices and Director of Nurse Call and Communications Systems Installation and Service. Ross attended University of Phoenix where he graduated with a Master’s degree in Business Management. Ross and his wife Darlene currently reside in Indiana where their daughter Brittany is attending Indiana University.
Scott H. Taylor has been with APX for the last 10 years where he directs projects and the support structure of a 100% employee based Field Service team & fleet (covering 95% of the U.S., most of Canada, & Puerto Rico). Sharing Field Service responsibilities with two other Regional Directors, the APX service team is composed of 650 full time engineers, and 1200 seasonal (2011) engineers. Experiencing growth of the field service team from 100 full time engineers to 700 in less than 3 years, the case study of his 6 month implementation of an optimized scheduling, mobile, field resource location, and automated customer contact solution is worth hearing. As the project manager utilizing ClickSoftware, Scott has garnered for his team multiple Field Service Industry awards in 2010 & 2011 including: 2010 Honoree by Mobility Solutions Magazine, 2010 Aberdeen Field Service Evolution Winner, a Gartner case study (Feb 2011), ClickSoftware Service Excellence Award (2010), and is a pending front runner for Gartner’s 2011 CRM Excellence Award for Enterprise Efficiency. Scott is currently working toward increased field service mobility optimization utilizing HTML5 and is undertaking a companywide rebranding with a 50% product line increase that includes both security & home automation. Utilizing optimized scheduling, the APX team now “vivint,” is in the middle of successfully changing out ½ a million U.S. & Canadian customer locations with vivint branding in 3 months: using only standard crews while maintaining time to service standards for all regular work orders while only adding to their current team a 3 month advance on 2011’s standard new hires from growth projections. APX, now Vivint, is also taking a small step into the utilities space having acquired a “smart meter” company/team that has implemented multiple city and state meter changes in Idaho, Utah, and Colorado. New projects in Illinois, Vermont and pending projects in scope from 3000 to 800,000 meter changes are in transition to the already established “in house” optimized field service structure.
Tribby Warfield serves as President, North America Commercial for Gates Corporation, one of the world’s leading manufacturers of industrial and automotive products, systems and components, and a subsidiary of Tomkins, a world-class global engineering and manufacturing group. Mrs. Warfield oversees all Commercial activity for Gates Power Transmission and Fluid Power customers in the United States, Canada and Mexico.
Tribby has been with the Gates Corporation for over 23 years and was recently promoted to her current role in July 2011. She has an extensive global business background after returning back to North America in January 2009 as President, North America Power Transmission division where she served eleven years in Europe in key management and operational roles across Gates European Divisions. During her tenure in Europe she served as Vice President of Gates Industrial Power Transmission operations, headquartered in Erembodegem, Belgium. She also served as Gates Global Business Director for the Automotive Original Equipment division located in Aachen, Germany. Prior to that she served as Sales and Marketing Director for Gates Fluid Power operations in St. Neots, United Kingdom. Tribby’s early years at Gates included a variety of roles including product line management, marketing and field sales.
She is actively involved in numerous North America industry associations and is also serves on the Board of Advisors for University of Colorado Denver Business School and participates with Field Service, a Worldwide Business Research (WBR) organization. Tribby is a strong supporter and advocate of FIRST Robotics where she leads Gates Corporation’s sponsorship as a Crown Supplier and scholarship program and has served on the Board of Directors of ColoradoFIRST since October 2011. Tribby has a bachelor’s degree in Business from National University.
Vasiliy Krivtsov is a practitioner in Reliability Engineering, Risk Analysis and Applied Statistics employed by Ford Motor Company as a Staff Technical Specialist. He holds M.S. and Ph.D. degrees in Electrical Engineering from Kharkov Polytechnic Institute, Ukraine and a Ph.D. in Reliability Engineering from the University of Maryland, USA. Vasiliy is the author and co-author of over fifty professional publications, including two books on Reliability Engineering and Risk Analysis, nine patented inventions and three Ford corporate trade secret inventions. He is an editor of Elsveir's international journal on Reliability Engineering and System Safety and is a member of the IEEE Reliability Society. Prior to Ford, Krivtsov held the position of Associate Professor of Electrical Engineering in Ukraine, and that of Graduate Research Scientist at the University of Maryland Center for Reliability Engineering.
Vince Oakley is Director of the Northrop Grumman Electronic Systems Sector’s Field Engineering & Services (FE&S) organization, responsible for the world wide support of all sector products. FE&S is composed of approximately 850 engineers, technicians, professionals and managers. Originally from New York, he moved to Baltimore, Maryland to join FE&S in 1986, then part of Westinghouse Electric Corporation. Vince has held positions of increasing responsibility including field engineer, engineering manager, program manager, department manager, and functional manager, before assuming his current role as FE&S Director. He served on the sector’s Professional Qualifications Review Board for six years. He currently serves on several technical and management advisory groups and two non-profit boards. Vince graduated Stevens Institute of Technology with a Bachelor of Engineering. He completed a Master of Science in Technical Management at the Johns Hopkins Whiting School of Engineering in May 2005. In September of 2010, Mr. Oakley attended the Insead International Business Program in Fontainebleau, France. He recently completed the Defense Acquisition University’s Executive Program Manager’s Course, a statutory requirement for ACAT I program managers.
Marty’s business career includes over 25 years of experience in Business to Business services primarily serving the Human Resources Operations function in field-centric services companies, including thought leadership roles in Human Resource strategy and analytics, and outsourced service strategy. Previously Marty has been General Manager of Productivity Analytics with Reed Group, a leading absence management services provider. Prior to Reed Group, Marty was General Manager of the Strategy and Analytics Practice for the Cedar Group, a large Human Resources technology consultancy. Marty oversaw the Cedar Workforce Technologies Research initiative, and managed the consulting practice that delivers HR technology strategy assessment, business cases, and research guidance to HR Software and Service providers such as Oracle, PeopleSoft and ADP as well as directly to large corporations. Previously, Marty has held senior management and marketing positions with global leaders including Marriott, Ecolab, G&K Services, and IBM, and was a strategy consultant with The Michael Allen Company.
Michael Poe is Vice President of Client Delivery for ServiceSource and in charge of running the Nashville Sales Center. Michael has direct responsibility for 35 client engagements and over $1.7B service revenue under management. He also manages over 500 service sales representatives.
Previously at ServiceSource, Michael managed global strategic software customer engagements. He repeatedly exceeded customer expectations, and specialized in driving up sell and cross sell in customer engagements.
Michael has 15 years experience in Sales and Operations leadership, including roles at Capgemini, Genpact, and Perot Systems.
Michael holds a Bachelors Degree in Political Science from the University of Mississippi where he attended on a Naval ROTC Scholarship. Post graduation, he served as a Naval Officer for six years, living and working in several countries in Latin America and other parts of the world.
As ServiceMax Vice President of Marketing, Stacey is responsible for building and overseeing the company’s global marketing function.
Stacey Epstein has extensive experience in generating demand, fueling growth, and building brand name global recognition for technology companies. She brings two decades of SaaS, CRM, Service Management, and enterprise application experience to ServiceMax.
Kyle Hurlbut runs worldwide services for LitePoint Corporation, a manufacturer of testing solutions for wireless devices. He has LitePoint Service Centers in China, Taiwan, Japan, Europe, and North America who repair, calibrate and provide engineering services to keep some of the largest smart phone manufacturing lines testing accurately. Kyle has more than 15 years of experience managing, marketing, and selling services. Before moving up to services, Kyle was a successful sales representative for Sun Microsystems and Hewlett-Packard.