Field Service Asia 2023
November 7 - 8, 2023
Equarius Hotel, Sentosa, Singapore
Main Conference Day – Wednesday, 8 November 2023
The Next Frontier of Field Service
The Next Frontier of Field Service
8:00 am - 8:50 am Registration
8:00 am - 9:00 am
Invite-Only Breakfast Workshop
8:50 am - 9:20 am
Welcome Address & Ice Breaker: Gladys Caligagan, Conference Director, Field Service Asia
9:20 am - 9:30 am
Chairperson Opening Remarks: Ron Zielinski, SVP, Global Customer Service Leader, Coherent
Ron Zielinski -
SVP, Global Customer Service Leader,
Coherent
Managing in a VUCA World - Thriving in Turbulent Times What's the Economist's Point of View?
9:30 am - 9:50 am
Hear from the Economist: What is the state of our economy? Post Ukraine-Russia war, inflation, supply chain disruptions, recession, how is an increasingly VUCA world (Volatile, Unpredictable, Complex and Ambiguous) affecting us today?
Eve Barre -
ASEAN economist,
coface
Customer Experience & Efficiency: A Balancing Act
9:50 am - 10:30 am
Head of Service Keynote Panel: The economics of CX – How to strike the balance between what customers expect and what financially makes sense for your company to deliver
Jimmy Auw -
Director of APAC CX, Technical Support & PMO,
Lenovo
Hassan Ashhar -
Head of Service APAC,
PENTAX Medical
Jamie Morais -
Director of Aftersales, ASEAN & General Distributors,
Stellantis Peugeot
Daryl Check -
Director Service Delivery IBM Services,
IBM
10:30 am - 11:00 am
Morning Networking Coffee Break 1 (30 mins)
Data, Data, Everywhere
11:00 am - 11:40 am
All-Star Panel: Data-oriented field service – What are the data-driven approaches to help drive smarter decision making and increase service efficiency?
Timothy Unsell -
Aftersales Business Manager, Asia Pacific,
Aston Martin Lagonda Ltd
Peter Wong -
Director, Aftersales,
NexxtGen Pte Ltd
Alain Bienfait -
Service Business Director, APAC, Middle East and Africa,
KONE
Rakesh Gupta -
Head of Customer Service,
Panasonic Life Solutions India
Atul Sharma -
Head of Service, APAC,
Bio-Rad Laboratories
11:40 am - 12:00 pm
Presentation: What does field service automation look like in practice? How can field service automation tighten up your business processes?
12:00 pm - 12:20 pm
Morning Networking Coffee Break 2 (20 mins)
Big Ideas Keynote
12:20 pm - 1:00 pm
Big Ideas Keynote: How to attract and retain young talent coming to the industry, and how to create development program for them – Perspective from an HR & Recruiter Expert
Helen Coult -
Director, Asia Pacific,
Armstrong Craven
1:00 pm - 2:00 pm
Networking Lunch (60 mins)
1:00 pm - 2:00 pm
Invite-Only VIP Lunch Masterclass
Digitalisation & Rethinking Field Service Delivery
Track A: Service Leaders of the Future
2:00 pm - 2:05 pm Track Chair’s Remarks: Ron Zielinski, SVP, Global Customer Service Leader, Coherent Ron Zielinski - SVP, Global Customer Service Leader, CoherentTrack A: Service Leaders of the Future
2:05 pm - 2:45 pm All-Star Panel: How do you strategically build the workforce of the future? What are the competencies required? Martin Head - General Manager, Customer Support Innovation, FUJIFILM Business Innovation Asia Pacfic Pte Ltd Bjorn Ten Tusscher - Head of Service, EUV, Trumpf Taiwan Eduardo Imperial - Head, Service Management Asia, Vodafone Global Enterprise Frank Lin - Service Director, Asia Pacific, Leica Microsystems (a Danaher company) Brian Alesi - Sr. Director, Customer Experience & Field Service, Asia Pacific, Hologic
Martin Head
General Manager, Customer Support InnovationFUJIFILM Business Innovation Asia Pacfic Pte Ltd
Track A: Service Leaders of the Future
2:45 pm - 3:05 pm Fireside Chat: How to use AR glasses to solve complex problem in remote regions to prevent the need to send technical experts to the sightTrack A: Service Leaders of the Future
3:05 pm - 3:25 pm Case Study: How to deploy lean six sigma within services to deliver key transformation in digital and sustainability Andrea Artiles - VP Field Services Operations, International & China, Schneider Electric
Track B: Digital Transformation – Stories from Trenches
2:00 pm - 2:05 pm Track Chair’s Remarks: Jan van Veen, Founder & Managing Director, moreMomentum Jan van Veen - Founder & Managing Director, moreMomentum
Track B: Digital Transformation – Stories from Trenches
2:05 pm - 3:05 pm Case Study Interactive: AI adoption in field service operation – How to use algorithm to increase accuracy of prediction to 95% to reduce downtime of machine and improve customer satisfaction Joseph Chua - Area Service Director, Abbott Diagnostics
Track B: Digital Transformation – Stories from Trenches
3:05 pm - 3:25 pm Expert Insights: Remote service – How to visually show the customer how to resolve their issue, without asking them to wait for the next available on-site service appointmentTrack C: Effective Third-Party Workforce Management
2:00 pm - 2:05 pm Track Chair’s Remarks:Track C: Effective Third-Party Workforce Management
2:05 pm - 2:45 pm Creative Boardroom: Not a 3rd Wheel! How to maintain your image, voice, and service standard when contracting third Ken Lam - Head of Aftersales, BMW Tian Siang Premium Auto
Track C: Effective Third-Party Workforce Management
2:45 pm - 3:25 pm Creative Boardroom: How to use AI tools for translation or videos when you are doing service in different countries with different languages
3:25 pm - 3:55 pm
Afternoon Networking Break (30 mins)
Track A: Unleashing the Revenue Generating Power of Your Workforce
3:55 pm - 4:15 pm Expert Insights: How to evolve your field service management strategy to help mobile workers play a strategic role to increase revenueTrack A: Unleashing the Revenue Generating Power of Your Workforce
4:15 pm - 4:40 pm Case Study: Service commercialisation – How to create an effective service commercialization strategy from scratch Jaco Bierman - Senior Director, APAC Services, Medtronic
Track A: Unleashing the Revenue Generating Power of Your Workforce
4:40 pm - 5:05 pm Case Study: From service transactions to relationships: How to unlock customer lifetime value with product-as-a-service and subscription models Gaurav Julka - Head of Appliance as a Service, APAC & MEA, Electrolux
Track B: Digital Transformation – Stories from Trenches
3:55 pm - 4:15 pm Expert Insights: How to achieve on-time delivery and swift resolution to customer problems on parts availability amid continuous supply chain constraints and disruptionTrack B: Digital Transformation – Stories from Trenches
4:15 pm - 5:05 pm Interactive Case Study: Digital service in elevators – How technology can improve the maintenance, reliability of the elevators and bring better experience for various stakeholders Alvin To - Head of Group EI Sales and Services, Jardine Schindler Group
Migrating to a SaaS Business Model
3:55 pm - 4:35 pm Spotlight on Leadership: Shifting to SAAS business model – How to transform from product selling to software selling organization and predictability of market in revenue Aman Lamba - APJC Team Lead, Renewals Specialist, CISCO
Migrating to a SaaS Business Model
4:35 pm - 5:05 pm Spotlight on Leadership: Sustainability in service – What are the actionable steps to increase profitability while reducing your carbon footprint? Madhu Krishnamurthy - Head of Services, Asia Pacific, Sartorius Sudheer Shetty - Director, Field Transformation, APAC, OTIS Sockalingam Muthiah - Head of Services, APAC, HERE Technologies
5:05 pm - 5:10 pm
5-min transition to the main ballroom
Drill-Down Roundtables (40 mins)
5:10 pm - 5:50 pm
Roundtable 1: Service Level Agreements (SLA) - How to use the contracts to bring more value to the customer
Bjorn Ten Tusscher -
Head of Service, EUV,
Trumpf Taiwan
5:10 pm - 5:50 pm
Roundtable 5: Cybersecurity in connected world – How to incorporate critical protocols, technical standards and tools to protect your operation and customers against cyberattacks
5:10 pm - 5:50 pm
Roundtable 9: Managing the hybrid workforce – How to maximise efficiency with a hybrid workforce in order to maintain business sustainability
Aman Lamba -
APJC Team Lead, Renewals Specialist,
CISCO
5:10 pm - 5:50 pm
Roundtable 13: First-time fix rate, mean time to service and mean time to repair – How to utilise these metrics to make data-driven decisions to better position your company for success
Timothy Unsell -
Aftersales Business Manager, Asia Pacific,
Aston Martin Lagonda Ltd
5:10 pm - 5:50 pm
Roundtable 2: As assets grow in complexity – How to empower the connected technician — any asset, anytime, anywhere, on any cloud for customers to have better experience
5:10 pm - 5:50 pm
Roundtable 6: Revenue optimisation: What are the new business streams to explore the service network?
Hassan Ashhar -
Head of Service APAC,
PENTAX Medical
5:10 pm - 5:50 pm
Roundtable 10: Addressing the ageing workforce: How to build a comprehensive knowledge base with easy access for your inexperienced technicians to mitigate operational risk due to knowledge loss
Kriswanto Trimoeljo -
Capital Equipment Service Director,
Boston Scientific
5:10 pm - 5:50 pm
Roundtable 14: How to create a virtual training program seamlessly to reap it benefits of cost-effectiveness, convenience, and improved retention
Sachin Mallya -
Senior Director, Technical Service, APAC,
Baxter
Sachin Mallya
Senior Director, Technical Service, APACBaxter
5:10 pm - 5:50 pm
Roundtable 3: How to use a mobile platform to access maps and other data in the field, allowing you to make the best possible use of your time
5:10 pm - 5:50 pm
Roundtable 7: Aligning CX with Metaverse: How do you engage customers in a metaverse world?
5:10 pm - 5:50 pm
Roundtable 11: Link between commercial and operation – How to ensure your customers are satisfied
Sevim Muradaermis -
Global Services Segment VP,
Schneider Electric
5:10 pm - 5:50 pm
Roundtable 15: How to keep field service engineers engaged to leverage technology and provide better experiences
Sudheer Shetty -
Director, Field Transformation, APAC,
OTIS
Angelito Berber -
Head of Customer Support, APAC,
Ceragon Networks
5:10 pm - 5:50 pm
Roundtable 4: Customer loyalty – What does it mean in field service?
Sandeep Sadhu -
Sr Vice President Service,
Luminous Power Technologies
5:10 pm - 5:50 pm
Roundtable 8: Women in service speak out: Harnessing the untapped potential: How to build a culture of inclusiveness to begin having success and bringing women into the workforce
Pei Ee Chan -
Head of Service,
GEA Singapore
5:10 pm - 5:50 pm
Roundtable 12: The impact of ChatGPT on business communication – How to get ChatGPT fine-tuned for your customer service operations
Daryl Check -
Director Service Delivery IBM Services,
IBM
5:10 pm - 5:50 pm
Roundtable 16: How to use AR/VR visualisation to resolve customer complains better so decision making becomes faster and accurate
5:50 pm - 6:00 pm
Chairperson’s Closing Remarks: Ron Zielinski, SVP, Global Customer Service Leader, Coherent
Ron Zielinski -
SVP, Global Customer Service Leader,
Coherent
6:00 pm - 6:30 pm
Networking Cocktail
6:30 pm - 6:30 pm
End of Field Service Asia Day!
6:30 pm - 6:30 pm
Invite-Only Networking Dinner