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Mobile devices and advanced software offerings have become as important to field service engineers as the toolboxes each technician used to carry with him. As head of maintenance and technical support for Toshiba Global Commerce Solutions, Steve Petruk is responsible for conceiving and successfully transforming such innovations into market forming platforms and applications. In this session, Steve invites you to discuss the importance of:

• Digitizing learning materials and technical manuals to provide on-demand access on any device
• Providing hardware and software that actually improves technician workflow
• Revamping training programs to incorporate troubleshooting on mobility and device issues

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Table 1: It Takes More Than Big Data To Fix A Machine – The Limits of Analytics
Hosted by Steve Lightstone, Director Business Development, CaseBank Technologies

Table 2: A Strategic Approach To Maximize Profitability In the Large Sale
Hosted by Greg Camara, coresystems & Mike Fuller, coresystems

Table 3: Beyond The Technical Challenge: The Real Issues With BYOD In Field Service
Hosted by Mary Brittain-White, CEO, Retriever Communications

Table 4: Transforming Field Service Across Industries, Across Platforms and Across Oceans
Hosted by Anne Marie Berger, Managing Partner, ForeFront

Table 5: Maximizing The Customer Experience Across Your Value Chain
Hosted by Jamal Starr, President, Starr & Associates Consulting

Table 6: Improving Customer Relationships, Profitability, And Capability With Inexpensive Mobile Virtual Presence And Augmented Reality
Hosted by Drew Deaton, CEO, HelpLightning

Table 7: Getting The Right Part To The Tech Is A Science Not A Stockpile
Hosted by Aly Pinder, Senior Research Analyst, Aberdeen Group

Table 8

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Technology-enabled technicians now offer high-end service that can help optimize system performance to increase customer satisfaction and reduce callbacks, ultimately facilitating business growth and improving the bottom line. Integrated and intuitive hardware and software technologies have now been incorporated into the normal flow of a technician's daily work to create a "smart technician" who is able to more efficiently and effectively respond to - and anticipate - system issues. This presentation will address some specific cutting edge capabilities offered by technology-enabled technicians, including the ability to:
• Leverage the use of cutting-edge cloud- and remote-based technologies
• Remotely access systems to pre-diagnose and troubleshoot an issue before coming onsite
• Offer honed interpersonal “soft skills” to deliver the best possible customer service experience

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Your customers want high-functioning equipment and limited downtime. You want to reduce costs. How can you accomplish both? Charles Johnson pioneered a remote monitoring operation at Philips Healthcare and in this session highlights the following benefits:
• Driving unmatched levels of service and increasing loyalty across your customer base
• Increasing operational efficiencies through more effective field service deployments and an increase in first call resolution
• Unlocking new revenue streams by providing innovative services to your customers

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Services provided to end customers are often intangibles that are difficult to effectively describe in terms of value. Value reporting is a critical topic with many customers, and companies create strategies and initiatives to produce this type of reporting, only to find challenges in consistently operationalizing and delivering reports long term. This topic addresses:
• Selecting appropriate metrics that communicate value
• Providing standardized reporting with sufficient flexibility
• Operational disciplines required to consistent delivery
• Risks of exposing performance gaps directly to customers
• The challenge of cultural change for effective reporting
• Specific action steps to get started

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To close out the second day of the conference, take part in a lively discussion about the tools that onsite technicians need to be successful. Key takeaways from our experts include:

• Digitizing learning materials and technical manuals to provide on-demand access on any device

• Providing hardware and software that actually improves technician workflow

• Revamping training programs to incorporate troubleshooting on mobility and device issues

• Continuously monitoring workforce adoption to create standard levels of capabilities among your field force

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