Field Service Asia 2019

12 - 14 November, 2019

Singapore

Contact Us: 65 6722 9455

2017 Agenda Day 1

Field Service Asia Day 1 - Wednesday, 8 November 2017

Powering Next Generation Customer Satisfaction

8:00 AM - 9:00 AM Conference Registration & Networking Breakfast

9:00 AM - 9:05 AM Welcome Address

Danny Levy, General Manager, WBR Singapore

9:05 AM - 9:10 AM Welcome Remarks

Gladys Caligagan, Conference Director, Field Service Asia

9:10 AM - 9:30 AM Opening Keynote: How to be relevant for your customers and create value

Coen Jeukens, Service Contract Director, Bosch Security Systems

Coen Jeukens

Service Contract Director
Bosch Security Systems

9:30 AM - 10:00 AM Keynote Panel: Changing the mindset of Asian customers – How can you transform your next generation field service organisation to drive customer experience results?

Frank Lin, Service Director, APAC & Japan, Leica Microsystems Paul Whitelam , VP Product Marketing , ClickSoftware Francis Ngkaion, Regional Service Operations Head , Caterpillar Sae Kwon, Vice President, Technical Services - Asia Pacific, Japan, & Greater China , Cisco

Frank Lin

Service Director, APAC & Japan
Leica Microsystems

Paul Whitelam

VP Product Marketing
ClickSoftware

Francis Ngkaion

Regional Service Operations Head
Caterpillar

Sae Kwon

Vice President, Technical Services - Asia Pacific, Japan, & Greater China
Cisco

Coen Jeukens

Service Contract Director
Bosch Security Systems

Daryl Check

Executive, Service Delivery TSS Asia Pacific, Global Technical Services (GTS)
IBM

Vasiliy Krivtsov

Director, Reliability Analytics
Ford Motor Company

10:30 AM - 10:50 AM Keynote Presentation: Delivering great service in the field means happy customers – How can you ensure your people deliver a first-class service every time?

John Heald, Global VP, Solution & Strategy, SAP Hybris Service

John Heald

Global VP, Solution & Strategy
SAP Hybris Service

10:50 AM - 10:55 AM Presentation: Video Assistance and Augmented Reality: How to improve your customer's experience and drive operational efficiencies

Alex Leroux-McCarroll, Regional Head of APAC, SightCall

Alex Leroux-McCarroll

Regional Head of APAC
SightCall

10:55 AM - 11:50 AM Morning Networking Break

Service & Support 2.0

Track A: Mastering Tools & Technology

11:50 AM - 12:20 PM Case Study: How do you optimise preventive maintenance schedules in field service operations to increase the reliability and availability of the equipment?

Vasiliy Krivtsov, Director, Reliability Analytics, Ford Motor Company

Vasiliy Krivtsov

Director, Reliability Analytics
Ford Motor Company

Track A: Mastering Tools & Technology

12:20 PM - 12:40 PM Presentation: 3 Key Takeaways from New Research: The evolution of the Field Service technology stack: meeting customer demands while improving their business operations

Peter Vasey, Head of Marketing, APAC, LogMeIn


Peter Vasey

Head of Marketing, APAC
LogMeIn

Track A: Mastering Tools & Technology

12:40 PM - 1:00 PM Case Study: Putting field service data to work - How to use powerful analytics and easy-to-use dashboards to give you real-time insight into your team’s performance

Mark Procyshyn, Director, APAC Service & Repair Centre of Excellence, Medtronic

Mark Procyshyn

Director, APAC Service & Repair Centre of Excellence
Medtronic

Track B: Mastering Customer Experience

11:50 AM - 12:30 PM Case Study Revolution: How to inspire your team to think innovatively about creating and delivering a distinctive customer experience

Christian Schmid, Head Global Service Operations, Belimed AG

Christian Schmid

Head Global Service Operations
Belimed AG

Track B: Mastering Customer Experience

12:30 PM - 1:00 PM Interview: Getting the most out of cost sensitive customers – How can you ensure your team has the right skills and values to support changing consumer needs?

Paul Hesselschwerdt, President, Global Partners Anthony Koh, Head of Service, Asia, Integra LifeSciences Joseph Chua, Senior Manager, Strategic Services for APAC, Abbott Diagnostics

Paul Hesselschwerdt

President
Global Partners

Anthony Koh

Head of Service, Asia
Integra LifeSciences

Joseph Chua

Senior Manager, Strategic Services for APAC
Abbott Diagnostics

Track C: Mastering Asia Deep-Dive Country Clinics

11:50 AM - 12:30 PM The cornerstone of Japanese culture - How can you generate higher revenues in this service first, upwardly mobile, tech-savvy, individualistic country?

Toshio Ono, Deputy Group Leader, Service Engineering Group, Customer Support , Mitsubishi Aircraft Corporation

Toshio Ono

Deputy Group Leader, Service Engineering Group, Customer Support
Mitsubishi Aircraft Corporation

Track C: Mastering Asia Deep-Dive Country Clinics

12:30 PM - 1:10 PM Time for a reboot? Evaluating the current status of the SE Asian market and the long term opportunities for growth

Chi Nee Lim, Services Leader, South Asia, Compressed Air Technologies, Ingersoll Rand

Chi Nee Lim

Services Leader, South Asia, Compressed Air Technologies
Ingersoll Rand

1:00 PM - 2:00 PM Networking Lunch

1:00 PM - 2:00 PM SAP Hybris Private Lunch


Sponsored by: SAP Hybris

Track A: Mastering Tools & Technology

2:00 PM - 2:20 PM Case Study: From reactive to proactive - How do you use data analysis to be more preemptive in monitoring and correcting technical issues?

Jean-Pascal Cobut, Head of Field Support Asia Pacific, Zodiac Aerospace Services Asia

Jean-Pascal Cobut

Head of Field Support Asia Pacific
Zodiac Aerospace Services Asia

Track A: Mastering Tools & Technology

2:20 PM - 2:40 PM Case Study: Unlocking service’s competitive advantage – How to achieve effective collaboration with customers and subcontractors by offering transparent and traceable field service applications

Wolfgang Jussen, Vice President, Service Lifecycle Management, Business Unit Service, Vestas
Reserved for Commercial Partner

Wolfgang Jussen

Vice President, Service Lifecycle Management, Business Unit Service
Vestas

Track A: Mastering Tools & Technology

2:40 PM - 3:20 PM Interactive Fireside Chat: Reaping the rewards of remote monitoring and diagnostics - How can you use a proactive approach to cut overall production costs, improve quality, minimise downtime and increase operational efficiency?

Trond Lillebo, VP Global Field Services, Inmarsat Jaco Bierman, ASEAN Service Operations Manager, GE Healthcare Maybelline Chan, Technical Solutions Center Manager, Ortho Clinical Diagnostics

Trond Lillebo

VP Global Field Services
Inmarsat

Jaco Bierman

ASEAN Service Operations Manager
GE Healthcare

Maybelline Chan

Technical Solutions Center Manager
Ortho Clinical Diagnostics

Julie Bourke

Senior Director, Service Relationship Management, APAC,
ADP

Matthew Metcalfe

Director of Customer Experience - Asia Pacific
Wright Medical Technology

Jan van Veen

Founder & Managing Director
moreMomentum

Prakash Punjabi

Director of Service
Glory Global Solutions Asia Pacific

Track B: Mastering Customer Experience

2:30 PM - 2:50 PM Case Study: Aligning services and support – How to become a trusted advisor to your customers

Fathi Bakar, Field Service Manager, Asia Pacific, KVH Industries

Fathi Bakar

Field Service Manager, Asia Pacific
KVH Industries

Sid Hite

Global Service Director
Micromeritics Instrument Corporation

Sachin Mallya

Director- Technical Service, Asia Pacific
Johnson & Johnson

Prakash Punjabi

Director of Service
Glory Global Solutions Asia Pacific

Chi Nee Lim

Services Leader, South Asia, Compressed Air Technologies
Ingersoll Rand

Track C: Mastering Asia Deep-Dive Country Clinics

2:00 PM - 2:40 PM The rising star of the Asian service and support market – How can you succeed in the crowded and fast growing Indian market?

Ashish Agarwal, Regional Service Manager, Pall

Ashish Agarwal

Regional Service Manager
Pall

Track C: Mastering Asia Deep-Dive Country Clinics

2:40 PM - 3:20 PM Decoding China – What are the critical success factors for succeeding in the world’s second biggest economy?

Steve Tu, Vice President of Service, Asia, FOSS Analytics A/S

Steve Tu

Vice President of Service, Asia
FOSS Analytics A/S

3:20 PM - 4:00 PM Afternoon Networking Break

Big Ideas Keynote

4:00 PM - 4:20 PM Keynote Presentation: How to turn your field service teams into brand ambassadors to provide an exceptional, predictive and intelligent conversation with all your customers

Paul Baptist, Director of Solutions Engineering, Salesforce.com


Paul Baptist

Director of Solutions Engineering
Salesforce.com

Andrew Bryant

Global Expert in Self Leadership & Leading Cultures, Best Seller Author, TEDx Speaker and Executive Coach
Self Leadership International

Toolbox Talks

5:05 PM - 6:05 PM Choose Your Own Adventure

Like the “Choose Your Own Adventure” books your middle-schoolers are reading. Pick the topics that will make the biggest impact on achieving your 2018 priorities. Through facilitated discussion, you’ll tap into the collective expertise of your peers. Your toolbox will be overflowing!

Table 1

5:05 PM - 6:05 PM Effective engagement of field service team – How do you train your employees to contribute to the success of the organisation to improve customer satisfaction?

Peck Ha Tan, Senior Lecturer, Ngee Ann Polytechnic

Peck Ha Tan

Senior Lecturer
Ngee Ann Polytechnic

Table 2

5:05 PM - 6:05 PM How to invest in soft skills training to improve customer satisfaction

Hui-Yong Goh, Head of Regional Service, Coherent

Hui-Yong Goh

Head of Regional Service
Coherent

Table 3

5:05 PM - 6:05 PM The rising star of the Asian service and support market - How can you succeed in the crowded and fast growing Indian market?

Ashish Agarwal, Regional Service Manager, Pall

Ashish Agarwal

Regional Service Manager
Pall

5:05 PM - 6:05 PM Retaining talent - how do you grow people, train and retain them?

James Withey, Services Manager – Asia Pacific & Greater China, On-Wing Services, Rolls-Royce

James Withey

Services Manager – Asia Pacific & Greater China, On-Wing Services
Rolls-Royce

Table 5

5:05 PM - 6:05 PM Unlocking service’s competitive advantage – How to achieve effective multi-functional collaboration with marketing and sales

Wolfgang Jussen, Vice President, Service Lifecycle Management, Business Unit Service, Vestas

Wolfgang Jussen

Vice President, Service Lifecycle Management, Business Unit Service
Vestas

Table 6

5:05 PM - 6:05 PM How to achieve effective multi-functional collaboration with marketing and sales

Table 7

5:05 PM - 6:05 PM Voice of the customer – What are your customers saying and where? Should you engage in the conversation?

Joseph Chua, Senior Manager, Strategic Services for APAC, Abbott Diagnostics

Joseph Chua

Senior Manager, Strategic Services for APAC
Abbott Diagnostics

5:05 PM - 6:05 PM Decoding China – What are the critical success factors for succeeding in the world’s second biggest economy?

Steve Tu, Vice President of Service, Asia, FOSS Analytics A/S

Steve Tu

Vice President of Service, Asia
FOSS Analytics A/S

6:05 PM - 6:10 PM Chairperson’s Closing Remarks and End of Field Service Asia 2017 Main Conference Day 1

6:10 PM - 7:10 PM Networking Drinks Reception