Paul has over twenty five years of operations, sales and leadership experience with increasing responsibilities utilizing additional knowledge and expertise in the following areas: project management, operations management, program development, process improvement, sales and marketing management, setting and meeting challenging goals.

Scott is Field Service Director for Card-Monroe Corp, a manufacturer of carpet tufting machinery.

Marian has led Karl Storz in obtaining J.D. Power certification for the call center two years in a row, 2013 and 2014. She engages the organization in purposefully and managed customer relationships, creates a persistent focus on the customer in the actions the company takes, and drives the organization to work together to create unified and unique experiences for the customers.

Chris is Service & Product Marketing Manager for Coherent. In this role, he is responsible for service strategy, pricing and promotion, business modeling and analytics, and remote service program management.

Ulrich is SVP Systemservice . He is responsible for the Service and Parts Business in USA , Canada , Mexico and Brazil. Prior to his assignment for Americas back in 2008 he was in charge for Service and Parts in Germany and Switzerland for 12 years . Under his direction Heidelberg’s Systemservice developed from a reactive Service approach to a proactive and performance driven Service Partner model for all customers in the Graphic Arts Industry. He started his career with Heidelberg 35 years ago in the production environment where he covered several positions before he moved into the sales and service organization in 1989 after he added a mechanical engineering degree .

Sandra Fornasier is currently Global Director of the Ciena’s Customer Experience Specialists (CXS) where she is responsible for redefining Customer Experience strategy as a competitive advantage for Ciena. Ms. Fornasier leads the CXS team in their mission to ensure Ciena’s collective customer and partner voice is systematically measured and analyzed for actionable and impactful business insight. Alongside innovative technology solutions, Customer Experience is integral to Ciena’s strategy for strengthening core business and determining new vectors for growth. Over the last 18 years in Telecommunications, Ms. Fornasier has held a number of roles including customer advocacy, product definition, program management, sales support, system engineering and software development. Ms. Fornasier is a certified Project Management Professional and received her Bachelor's Degree in Computer Science. She is an active member of the Customer Experience Professional Association.

Angela is Senior Vice President for Region 2 for Comfort Systems USA.

As Vice President of Consumer Services for Haier, Jay redesigned and rebuilt the entire service division infrastructure and organization replacing the call center, warranty claims portal, parts distribution and service network resulting in exponential improvement in customer satisfaction levels while reducing service cost during the 1st four years of his 5 year plan announced in 2011.

Roger is VP & GM of Product Support for Gosiger and has been with the company since 2003.

Doug is currently leading a global team of Partner Relationship Managers who oversee the Ciena Service Partners and Service Accredited Channel Partners. In this role, he leads the global service partner rationalization program, ensuring that Ciena has a global partner base that meets its current and future needs.

Jim Todd is Director of the Customer Service Call Center at Carl Zeiss Meditec and has been with the company since 2010.

Pat manages the Global Extended Warranty policy and programs for equipment manufactured by Johnson Controls. In this role, he has transformed an extended warranty program from a financial burden to the business to a program that delivers margin at levels aligned with other lines of business and established and led a cross-functional team to completely re-evaluate Johnson Controls’ extended warranty pricing strategy.

Lloyd is a P&L leader with extensive knowledge and credibility within the healthcare and consumer goods industries who combines exceptional management skills with an ability to motivate others and develop leaders. He has over 15 years of proven financial, operational, and tactical success and specializes in team building, change management, business development, and process improvement.

As the Director of Global Service Operations for Kodak’s Technical Services organization, Mark is accountable for operational efficiencies across Kodak’s five Divisions; including Kodak’s global service parts supply chain, global reporting & analytics, IT service infrastructure & business process improvements along with Fleet & Telecom asset management for Sales & Service Field resources. Mark has spent 30 of his 33 years at Kodak in the Service and Support organization in a variety of service leadership roles including WW Director Service Parts Supply Chain, Planning Manager; District Service Manager; Depot Repair Manager and Business Development Manager in addition to a three year assignment in the Worldwide Information Systems organization where he was responsible for Kodak’s WW IT hardware and software infrastructure procurement and deployment. Prior to Mark’s current role he was the Director, US&C Service Operations.

John Callen is Support Solutions Manager for NCR.

Kurt Opel is Director Global Parts Inventory Management for Kodak.

Ray leads dynamic teams in 7 regional offices of one of the most respected HVAC, BAS, electrical and plumbing building solution providers/employers throughout Virginia, North/South Carolina, and Maryland. He is responsible for strategic planning for operations, business development and marketing, and leadership training development. He also provides design direction in on energy solutions and complex mechanical projects.

John is Vice President Marketing & Strategic Alliances for CaseBank Technologies. He was previously employed by enigma, PTC, and GE.

Mary is CEO for Retriever Communications.

Tony leads a European cloud-based software company entering the US market and became highly influential in its success in the Americas. He manages operations as well as sales/marketing activities. The goal is to develop a sizeable company in the US with global reach and international sales functions, which continuously innovates and creates new solutions for a broad customer base. Coresystems is a European industry leader in the cloud computing “Field Service Software” with offices in China, Brazil, U.K., Romania, Germany, New York, Los Angeles and Miami with Corporate offices in Switzerland and Coresystems is a key SAP European business partner.

James leads the Technology Services Delivery Organization for the Americas for HP.

As the US Talent Management leader for Comfort Systems USA Roger's role is ensuring that the organization's skills, abilities and structure contribute to the overall organizations success and profitability. He is responsible for a 7,000 employee workforce as well as for providing HR consultation with regards to overall HR strategy, workforce planning, labor relations, talent development and retention, organizational design, change management, employee engagement and HR innovation. Roger's strengths are grounded in strong communication skills, influencing through others, teamwork, integrity and being tough but fair with regards to providing critical feedback.

Bruce has a broad array of field service engineering experience including field service management, business development, service marketing, industrial safety, fleet management, training, CRM, and call center operations. His service industry experience includes clinical diagnostics and scientific instrumentation applications, software and hardware, irrigation system controls, banking equipment, homeland security optical readers, and industrial weighing systems. Breeden has held positions from field service engineer to vice president of global operations with P&L responsibility of $115MM. Breeden holds a Master’s degree in Business Management from Pepperdine University and is currently Vice President of Service Operations for Fairbanks Scales. Breeden resides between Asheville, North Carolina and Kansas City, Missouri.

Chris is Service Training Manager for Tennant Co, a recognized leader in designing, manufacturing and marketing solutions that help create a cleaner, safer, healthier world.

Kieran has over 17 years of management experience in Logistics systems design, development and implementation. He exceeds when planning the long-term vision to sustain and enhance the performance of the current solutions through understanding the operational needs and leveraging solution capabilities with the multiple vendors. Kieran has proven ability to manage multiple cross-cultural projects with cross functional teams internally and with multiple vendor’s teams from the solution development phases to implementation. Kieran focuses on reducing the cost of system ownership through innovative solution design and effective services.

As the senior director of customer satisfaction and business operations in Field Services, she strengthens the activities of 6,000 DIRECTV field technicians and 9,000 contract field personnel, serving over 20 million customers. With a strong background in the C-Band satellite business, Melinda joined the DIRECTV team in 2005 as the senior director of Field Operations and has remained focused on client relationship management, operational improvement and program management initiatives. A focused driver, Melinda has guided her team to significant progress in customer satisfaction and field work excellence. Melinda embodies the concepts of customer focus and ongoing growth. She is a dedicated volunteer and helped launch DIRECTV’s Women’s Leadership Exchange (WLE).

Kurt has over 25 years of experience managing Sales, Marketing, Service, and Support for technology and industrial products and services organizations. He started his career as a Captain in the US Army responsible for Service, Parts, and Maintenance of all missile systems for the 1st Armored Division. After 13 years of sales, marketing, and product management with Westell Technologies, Kurt moved to Panasonic Factory Solutions Company of America where he was General Manager of the Aftersales business for the next 5 years. There, he managed the service and parts business for the US, Canada, and Mexico. Currently he is the GM for Heidleberg’s Service Parts business and manages the service contract business as well. Kurt has an MBA from Northwestern’s Kellogg School of Management as well as an MS. in MIS and a BS. in Finance from Northern Illinois University.

Dave Baker is senior vice president of Field Services for DIRECTV, the world’s most popular video service. 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 DIRECTV Home Services, DIRECTV’s owned-and-operated field services operations. Baker’s career includes more than 20 years with DIRECTV and its former parent company. Between 1998 and 2005, he held several different executive positions in finance and operations with DIRECTV Latin America and DIRECTV Japan. 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 managing 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 a master’s and bachelor’s degree in industrial engineering from West Virginia University. He serves on the Board of Trustees of Tusculum College, one of the nation's oldest colleges, in Greeneville, Tennessee. He is based at DIRECTV’s Denver offices.

Joining Essintial from IBM after a 31-year career, Tom York is responsible for directing the profitable growth and strategic evolution of the company. His vast services experience spans delivery, sales, operations, and strategy in the professional services, maintenance, and technical support lines of business, providing valuable insight and perspective to running Essintial. In Tom’s last roles with IBM, he served as Vice President, Maintenance and Technical Support, Americas and Vice President, Global Strategy, Maintenance & Technical Support. Tom earned his degree from Eastern Kentucky University, School of Applied Engineering & Technology.

Greg is Director of Customer Care & Field Development for Trane and has been with the company since 2009.   He previously spent 13 years at Hussmann.

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the company’s goals by working collaboratively across various business units. She began vice president of service delivery – a role created to establish Safelite as a world-class service organization, by driving performance in the areas of customer service and labor management. With demonstrated results, she continued to grow in her role and in 2013 earned expanded responsibility for enhancing the company’s brand journey, including data analytics, digital marketing, and advertising as vice president of customer & brand strategy. In May 2015, Cacchillo also become responsible for the strategic direction of Safelite’s technology team and was promoted to senior vice president of customer, brand and technology. In this unique role, she is responsible for leading the company-wide effort to align the customer experience, marketing efforts, and technical enhancements more acutely. Cacchillo earned her BS in Business Administration and an MBA with an emphasis in Marketing from the University of Kansas. She and her husband live in New Albany, Ohio with their 14-year-old twin daughters.

With over 25+ years of Field Service experience, Steve strives for and achieves new/different challenges with a proven track record of success. He continues to demonstrate the ability to be a leader of people with a relentless drive for success; using his abilities to interact and develop relationships through self direction and motivation. Steve has demonstrated the ability to be a well rounded leader with executive skills and experience to move to the next level in an organization; through team development, building and leading high performing teams by presenting business cases in a professional and constructive manner with influence and interaction skills.

Chris has ten years’ worth of successful results executing leadership responsibilities in corporate, service and implementation organizations. He has a thorough understanding of customer service operations and its enabling technologies combined with formal training in business, project management and Six Sigma methods. Chris draws on a broad set of assets to lead cross-functional groups to successful outcomes. He is passionate, direct, and a disciplined continuous improver who relentlessly seeks opportunities to add value.

Charles is Director of 2 teams: Optimization / Organizational Change (Six Sigma/ Lean process) and Business Intelligence analytics. His successes include being the architect and implementer of the largest service delivery change management program in Philips Healthcare NA resulting in highest customer satisfaction, increased system throughput, and margin improvements; implementing a comprehensive portfolio of business analytics providing multi-dimensional views of material and resource deployment identifying best practices and areas of opportunity via management dashboards and scorecards; and leading world class technology teams to implement innovative leading edge tools to provide customer intimacy while maximizing productivity. Charles is a recipient of the National Change Management Leader award.

Reporting to the President, David's responsibilities involve strategic planning and managing all aspects of the Technical Service business in Canada.

James Mylett is the Sr. Vice President for Service at Comfort Systems USA, a leading provider of commercial and industrial heating, ventilation and air conditioning (HVAC) and building automation services. With more than 85 locations nationwide, Comfort Systems delivers high quality engineering, design, installation, energy assessment, and repair and maintenance services across the US and in a wide range of customer sectors. 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.

Responsible for delivery of Field Services, Project Management and Advanced Services in the Americas. Mangement responsibility for 10 departments, 100 staff and 200+ field partner technicians. Expertise in Service Design, Launch and Operations, Cost Analysis and P&L Management. Led global integration of onsite support for H-P video acquisition as part of $89M M&A Project. Led growth plan that resulted in 30% YoY revenue increase for Advanced Services.

Bob Horton is Director of Field Service Operations for ABB’s Process Automation Division.  He has over 20 years of experience in Field Service and Engineering Consulting in such areas as industrial automation, environmental science, energy conservation, and chemical engineering.  He is currently responsible for customer satisfaction and profitable delivery of over $50 million annually in field service business.  His customers include many household names of chemical, petrochemical and consumer products companies that require 24/7 responses to production emergencies.  He is tasked with meeting the demands of an ever-changing marketplace with new processes, technologies, and competitive challenges.  Bob attended undergraduate school at North Carolina State University and received a PhD in Chemical Engineering from the University of Texas at Austin.

Tobias Dengel is CEO of WillowTree, Inc.®, a leading mobile solutions specialist bridging the highest-level of consumer user experience (UX) with enterprise-grade deployments and security. There, Tobias is responsible for charting WillowTree’s business course, and for driving its strategic growth as a top provider of mobile strategy, UX design, and development services in the US. Previously, Tobias co-founded and served as president of Leads.com, managing its rapid expansion as an early pioneer in packaging online search products. Clients included Google, Yahoo!, MSN, AOL, and other smaller businesses. After growing to over 60 employees in two years, Leads.com was sold to Web.com. Tobias continued serving the company in an executive role until 2009. Prior to co-found Leads.com, he was SVP & General Manager of AOL Local & Yellow Pages, and held a variety of roles in the AOL Business Affairs department, including Vice President, International. Tobias began his career as an Analyst at the management consulting firm AT Kearney. He holds a BSE in Finance (Wharton) and a BSE in Systems Engineering, both from the University of Pennsylvania.

With more than 25 years of sales and marketing experience, Steve has led numerous achievements in technology and technical publishing, including the development of the first commercial Unix-based publishing system; SGML, HTML and XML commercial editors; and the first, automated PDF-to-XML conversion software. Using an entrepreneurial and collaborative approach, He has developed markets, channels and marketing strategies for continued, accelerated growth of several technology companies. Before joining CaseBank, he co-founded Exegenix Canada and Exegenix Research, in partnership with Tata Infotech Ltd. (now Tata Consultancy Services). Prior to that, he was also the President of MainSale Technologies and Vice President of Sales for SoftQuad Inc.

Jamal is President of Starr & Associates management consulting.

Entrepreneurial minded leader in healthcare and information technology. Experience includes venture-backed start up to acquisition by Fortune 20 market leader.

Accomplished Senior Sales Executive focusing on hardware technology, software technology and professional solutions with the customers best interest as the goal. Over 20 years of expertise providing sales, service and solutions of hardware nationwide and Canada. Strong relationships with clients, manufacturers, distributors and professional service providers. Linking and facilitating solutions that provide profitable outcomes for the customer.

Curtis (Curt) Hill serves as Vice President of Cisco’s Technical Support Services’ Customer Assurance team. As the “customer’s ultimate advocate” at Cisco, his team is responsible for resolving and minimizing critical customer issues across functional and geographical boundaries. The team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to prevent future issues from occurring.

Hill began his career at Cisco in 1995 as a customer engineer supporting multi-protocol technologies. Since then, he has led teams that launched new support models and introduced new services for Cisco’s global service provider and enterprise customers. Most recently, he led the High-Touch Technical Support Organization and Cisco’s Latin America and Japan support delivery theatres.

Hill is the executive sponsor of the Organizational Learning Working Group, part of Cisco’s Quality Experience Steering Committee (QESC). He is a member of both the QESC and the Operational Excellence Steering Committee, cross-functional leadership teams that drive an improved customer experience across Cisco. In addition, Hill is the executive sponsor for several of Cisco’s top customer accounts.

Kevin Bollom is vice president of building services and customer care for Trane, a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand Kevin has been with Trane since 2002. For the past several years, he has been leading North American engineering and technology for Commercial heating, ventilation and air conditioning for Trane, where he has focused on product innovations and next-generation refrigerants. Prior to joining Ingersoll Rand, Kevin worked for Medtronic, Kimberly Clark and Ernst & Young Management Consulting in various operations, productivity and planning roles. He has a Bachelor of Arts degree from St. Olaf College in Northfield, Minn.

Anne Marie Berger is the managing partner at ForeFront, an awarded business integration solution company. She founded ForeFront in 1997 and has helped establish it as a premier Business and Technology Integrator. She is a SalesForce.com advocate with solid business and technical data management experience across various industries, including Life Sciences, High Tech, Media and Retail. Her expertise spans business strategy consulting, enterprise information integration to cloud computing architecture. She has been associated with some of field service’s most complex data management projects (e.g. Elekta, GE). She is certified in ServiceMax, Salesforce.com, Birst, IBM and Apttus. Anne Marie is versatile and agile in approaching and resolving client challenges.

Alvaro Pombo brings 28 years of leadership and telecommunications experience to ProntoForms. As CEO and Founder, he plays a fundamental role in financing, driving strategy and is active in research and development, product strategy, and business development.

Prior to founding ProntoForms, Pombo was CIO and Vice President of Global Information Technology for the Carrier Internetworking Division of Alcatel Lucent. He joined the company via its acquisition of Newbridge Networks (Feb 2000; $7.1B). Pombo had been CIO, Vice President of eCommerce, Director of Electronic Marketing, and Latin American Sales with Newbridge. Under his leadership, the company's e-business organization gained recognition as one of the highlights of the acquisition and helped establish a service-oriented IT model for the company.

Pombo has served as consultant to Palm and other technology leaders, and continues to help nurture entrepreneurs and innovation. Pombo holds several Patents and was a winner of the Ottawa Business Journal's 40 Under 40 in 2000. He holds a BS in Computer Engineering from Universidad de los Andes in Bogota, Colombia. Additionally, he holds an MBA from the University of Ottawa and an executive degree from Georgetown University.

Beginning his career at an engineer, Mike has always enjoyed solving problems and putting order to chaos. On the North American team with Coresystems, Mike has been involved in field service technology solutions since 2004 and has enjoyed seeing the changes in that have occurred in many field service organizations in process and technology and has been fascinated by the rise of the field service technician from a necessary part of warranty and contract management to a true strategic asset. Along with understanding the objectives and challenges in transformation of each service operation he helps, Mike also enjoys getting to know the different businesses and fascinating professionals he speaks with every day.