Peter Manni Vice President North American Deskside Services Siemens Business Services

As Vice President of Client Support Services, Peter Manni is responsible for IT infrastructure services across North America. This responsibility includes management of 2,000 employees in support of key Fortune 500 Clients.

Manni holds a Masters Degree in Technical Business Management from Johnson and Wales University and a Bachelors Degree in Management also from Johnson and Wales University. He is a current CompTIA Board of Directors member, a member of the IBM Service Advisory Council and served on the CompTIA Service Executive Council from 2002-2004. Manni is a frequent guest speaker at the American Federation of Service Managers, Field Service, National Association of Service Managers and Interlog. 

Dennis Pappas Director International Service Hologic

Dennis Pappas joined Hologic (formerly Cytyc) in 2000 and currently holds the position of Director of International Service, responsible for technical support and field service 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.

Pappas 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. Pappas and his team have been ranked at the top of the Omega Customer Satisfaction Customer Survey consecutively during his entire tenure at Hologic.

Pappas holds an MBA from the University of Massachusetts and a BSEE from Tufts University.

Mark Plummer Director C17 Field Services - Jackson ANG Base Boeing

Mark Plummer is the Director & Base Manager for the C-17 Field Services Integrated Product Team (IPT) supporting the Air National Guard (ANG) in Jackson, Mississippi.  He was responsible for initially setting up the field site and for all sustaining Engineering, Technical, Supply and Engine Management Field Services customer support at the Jackson ANG Base.

Previous assignments included management/leadership positions with the C-17 Field Services engineering & technical team, the C-17 Flight Test team, the T-45 Flight Test team, and the MD-80 Flight Test team.  Most recently, Mark served for over six years as the Chief Engineer and Engineering Level II process owner for all C-17 Field Services sites while he was at Charleston AFB, South Carolina.  He has over 23 years of experience with The Boeing Company in various Air Vehicle Engineering, Flight Test and Support Systems positions.

Mark holds a Bachelors Degree of Science in Aeronautical Engineering from The Pennsylvania State University and a Masters Degree of Aeronautical Science in Management and Safety from Embry Riddle Aeronautical University.

Mark is married to the former Rhonda Heagy of Houston, Texas.  They have two children - Kyle and Corinne.  Hobbies include fishing, golfing, coaching youth sports, and reading.

James Patrick Welch Director US Service Sales Kodak

J. Patrick Welch currently serves as the Director of US Service Sales for Document Imaging of Kodak’s Graphics Communications Group, Eastman Kodak Company. Pat has a broad range of experience in the service, information capture and storage industries.  With more than 30 years experience, he has fulfilled numerous management positions in sales, global accounts, operations, training, and market development. 

Tom Chowaniec VP Customer Care Cardinal Health

Tom Chowaniec is vice president of Customer Care for Cardinal Health’s Medical Products and Technologies segment.   Tom leads a team of over 340 global customer service employees that has both delivered substantial customer satisfaction gains while also driving 15% average annual revenue growth the past four years.  Tom has 15 years of professional experience including service sales and marketing leadership roles at GE Healthcare.

Marlene Bassette Vice President Startegy & Customer Loyalty Xerox

Marlene Bessette is Vice President, Strategy and Customer Loyalty, for Xerox Services US Operations, a 15,000 person organization providing technical, professional and facilities management services delivery to Xerox customers.  She is responsible for defining the long term strategic direction and road map for services delivery, and ensuring robust processes, which capture and react to customer feedback.  She has been with Xerox for 24 years in a variety of financial, operational, and managerial positions including supply chain operations, Lean Six Sigma, customer administrative operations and systems support.  Bessette earned a bachelor of arts degree in biology from the University of Rochester and a master of business administration in finance and operations management from Duke University, Fuqua School of Business.

Bob Dieterle Executive Director WW Business Line Management Lenovo

Bob Dieterle is the executive director of portfolio strategy and business line management for Lenovo Group’s Worldwide Services business unit.  In this capacity, he is responsible for driving the business design, go-to-market strategy and development of Lenovo's global portfolio of services offerings.  He has been in this role since 2005. 

From 2003 - 2005 Bob was responsible for developing IBM’s first hardware and software development lab in China as part of IBM’s Personal Computer Division.  His experience working and living in China positioned him for assuming his current role within Lenovo.

Bob joined IBM in 1989 and held various development and management positions, leading strategic direction for operating systems, software and options for IBM ThinkPad and ThinkCenter PCs.

Bob graduated from NC State University with a Bachelor of Science degree in electrical engineering. He also has an MBA from Duke University, Fuqua School of Business. Bob is married with two children and resides in Durham, NC

Rick Basham Director Customer Satisfaction Raytheon

Born in Louisville, Kentucky, Rick graduated from the University of Louisville’s Speed Scientific School of Engineering in 1985 with a Bachelor of Science degree in Mechanical Engineering.

Rick’s career began in 1983 at Naval Ordnance Station, Louisville where he worked in the 5”/54 Caliber Mk 45 Gun System Department performing design of underwater shock hardening enhancements in support of MIL-901-C qualification of the weapon system. 

Transitioning to the Phalanx Weapon System in 1991, he assumed responsibilities as a Production Engineer overseeing the mechanical aspects of overhaul, refurbishment and testing, being heavily involved in the reverse engineering of mechanical and electro-mechanical subassemblies as well as design and fabrication of hydraulic and pneumatic test equipment. 

After base privatization in 1996, Rick joined the Raytheon Phalanx PBL Implementation Team in 1999, where he served as a technical advisor and supplier transition manager.  In 2003, he assumed the duties of Phalanx Product Support Manager, overseeing administration of the Phalanx PBL contract as well as Logistics Engineering functions.  Most recently, Rick was heavily involved in implementation of the 5 year follow on contract with NAVICP for Phalanx PBL support as well as support of the Raytheon Corporate PBL Working Group, tasked with generating “one face” for PBL programs across Raytheon.  Being one of the first programs to be brought under a private contractor, the Phalanx PBL is still recognized across Raytheon Company as one of the models for innovative supply support.

In 2006, Rick was appointed to the position of Mission Support Program Manager, where he is tasked with development and implementation of Whole Life Mission Support solutions for the US Navy, US Army and US Air Force, as well as 21 international countries relying on the cruise missile, rocket and mortar defense capabilities of the Phalanx and Centurion weapon systems.

Rick and his wife, Stephanie, have three children, Jordan, Emily and Aaron.  In his spare time, he enjoys work as a SCUBA instructor, camping and golf.

Frank DiOrio Vice President Service Operations Document Messaging Technologies Pitney Bowes

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.

Richard Dowd Readiness and Sustainment Program Manager BAE Systems

Mr. Dowd is a Section Manager with BAE Systems Engineering Group in Nashua, New Hampshire.  Mr. Dowd formerly managed the Navy Electronic Warfare Support Equipment Performance Based Logistics (PBL) contract which has achieved its 60 straight months of 100% availability. Mr. Dowd currently manages the Sustainment Engineering Section of the Electronic Warfare (EW) Engineering Department.

Mr. Dowd has over forty years experience in Military Supportability and Logistics as a United States Naval Officer on nuclear submarines, surface ships, Naval Shipyards and then industry.  Mr. Dowd was part of a small team at BAE Systems that developed BAE Systems approach to PBL contracts developing repeatable processes for all elements of the PBL support contract.  Mr. Dowd went on to manage the first BAE Systems PBL with NAVICP on Navy Support Equipment and also help shape several of the other current PBLs in place at BAE.  Mr. Dowd now heads up the section of Engineering Sustainment that provides engineering support to PBLs in the EW Business Area of E&IS.  Mr. Dowd also still provides direct PBL development support to the Readiness and Sustainment Group at BAE.

Stuart Nelson Services Marketing Manager General Binding Corp

I have 17 Years of experience in Sales and Marketing of B2B Office Products.  Nine of those 17 years were spent marketing/selling unique high-speed document scanners for a Chicago based company now called Bowe Bell & Howell.  In those nine years I spent 4 as a Regional Sales Manager and the remaining 3 as a Product Manager focused on our most complex products at the time.  I joined GBC in 2002 where I was the Director of Marketing of their Full-line Dealer division driving valued added programs and services to help differentiate our complete product offering from less expensive suppliers.  In 2004 I began working in the “Services” industry specifically as the Business Market Manager for GBC’s US service operation focused on growing our US based service business.  From 2004 – 2007 we successfully grew our service business by 35% while our equipment sales maintained single digit growth.  Today I’m the Business Development Manager for our Global Services developing our global service and warranty strategy.  With a focus on continuing the delivery of Break-Fix solutions while developing future none-repair oriented services to our customers. While I have had a short career in the “Services” industry, I always felt and leveraged service as a differentiator between my company and our competition.

I’m a current member of the Chicago AFSMI (Association for Services Management International) Chapter and a graduate of the University of Iowa.    

Chris Mosley Southeast Region Director Avaya Global Services

Chris Mosley is the Southeast Region Director for Avaya Global Services, working out of Birmingham, Alabama.  In 1984, he entered the industry as an electronics technician, joining the USAF in 1985, and serving in the USAF Arctic Watch as a radar technician during the Cold War.  Upon his return to civilian life in 1990, he worked for Motorola Communications and Engineering for 3 ½ years, and then transitioned into infrastructure development for several wireless companies during the next 7 years.  In 2000, he began implementing carrier level microwave networks on behalf of Alcatel.  He joined AVAYA in 2004, and was promoted in 2006 to Region Director of a services organization consisting of technicians, engineers, project managers and operations managers.  He enjoys driving field service excellence, and has received recognition for producing organizational improvements in performance metrics, customer satisfaction, workforce development and certification. Chris lives in Alabama with his wife and two sons, and can be reached at cmosley@avaya.com.

Warren Gitt Executive Director Biomedical Services Hill-Rom Company, Inc.

Warren Gitt has over 25 years experience with a variety of healthcare companies, including medical device companies, healthcare information technology companies and medical equipment manufacturers.

Warren holds a  Bachelor’s Degree from Hasting College in Hasting Nebraska and a Master’s Degree in International Business from the Thunderbird Graduate School of International Management. 

Warren began his healthcare career as a product manager with Zimmer and later held several senior marketing, sales and general management positions with both public and private manufacturers, including Zimmer, Kirschner Medical Corporation, and Biomet. 

Warren has served as the President and General Manager of both a medical device manufacturer and of a privately owned medical equipment repair company.

Warren is currently Executive Director of Biomedical Services for Hill-Rom Co., where he is responsible for the provision of technical support to 100+ biomeds who maintain Hill-Rom’s rental fleet of over 100,000 pieces of equipment.  He is also responsible for   
the management of two equipment repair depots and a team of field-based biomeds providing third party repair services for OEMs and end-user accounts. 

John Friel CTO - Innovation Central British Telecom

John is currently an Innovation Consultant working in the BT Group CTO Innovation Central team. He has worked for BT for 19 years, and has almost 30 years experience in IT. His current role includes specialising in process innovation by the use of technology and technology partners to introduce solutions that lead to cost savings and efficiencies for the BT Lines of Business.

John is participating as a presenter and panel member on the impact of the ageing workforce on BT Field Force Services and Strategy, Product Development. He will present  the steps BT is taking to address the ageing workforce issue as a result of attending this conference in November 2006.

John’s personal interests include golf, football, reading, music and travel.

Dennis Fukuyama Senior Consultant Service Strategies Corporation

Dennis Fukuyama is a support professional with more than thirty years experience in the computer industry. His support experience spans field, global, and corporate support operations, as well as strategic planning. Prior to joining Service Strategies, Dennis was VP of Technical Support and Services at HotJobs.Com; Director of Worldwide Technical Support at Legato Systems, Inc; and Sr. Director - Americas Support Operations for Oracle Corporation. He has also held management positions at Tandem Computers Inc., Computer Logistics Inc., and Data General Corporation. Dennis holds Bachelor’s degrees in Computer Science and Business Management from North Central College, Illinois. He is an SCP Standards Certification Auditor and trainer for the Support Manager, Field Service Manager, Support Professional, and Support Specialist courses offered by Service Strategies Corp.