Field Service Asia 2019

12 - 14 November, 2019

Singapore

Contact Us: 65 6722 9455

Field Service Asia Focus Day - Tuesday, 13 November 2018

8:30 am - 9:00 am Registration for Workshop A

9:00 am - 9:10 am Welcome Remarks

Gladys Caligagan, Conference Director, Field Service Asia

9:10 am - 9:20 am Chairperson’s Opening

Jan van Veen - Founder & Managing Director, moreMomentum
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Jan van Veen

Founder & Managing Director
moreMomentum

9:20 am - 9:40 am Opening Keynote: Asia’s battle for the right talent – How to create a company culture to attract and retain top field service talent

Ronald Zielinski - Global VP of Customer Care, Coherent
Ron Zielinski leads Global Customer Services for Coherent, where he has been creating customer loyalty and improved financial outcomes for more than 30 years. Coherent is a Leader in the Photonics Industry with orders of >$1.5B, mostly recognized in Asia. Ron has worked directly in Asia since the late 1980s and has overseen strong company and service growth in the region while executing support models for the distinct needs of Scientific, Commercial and Industrial customers across the region.  Coherent routinely enjoys customer satisfaction levels of >95%, service related revenues of >25% and double digit service revenue growth under Ron’s leadership. During this opening keynote presentation Ron will demonstrate how to:
 
·         How to create a clear hiring process to attract and retain top talent to your business
·         How to integrate your workers, processes and data to prove that your business is a good place to work
·         How to build an organisational structure that allows for career pathing to demonstrate that you can provide the right resources for professional development
·         How to build an open and honest work environment so your people share ideas and speak willingly without fear of repercussion
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Ronald Zielinski

Global VP of Customer Care
Coherent

9:40 am - 10:10 am Panel: Building your dream team – How can you adopt strategies to close the field service skills gap and overcome labour shortage challenges?

Jan van Veen - Founder & Managing Director moreMomentum Anuraag Bhatnagar - Head of Service & Support, APAC, Kathrein Group Dario Samarzija - Head of Support, EMEA, Alfresco Edmund Sol - Head of Field Service, Asia, Cymer
The field service industry has seen significant growth during the last several years, and this growth is not without challenges for field service leaders. The biggest challenge? A shortage of skilled workers. According to industry reports, as many as two million technical jobs will remain unfilled by 2020.  It’s not just market growth that has led to a situation where the demand for skilled workers has outstripped the supply. Other factors include the retirement of baby boomers, a reticence among millennials for field service jobs, and the growth of freelance work in the so-called “gig economy.” By capitalizing on these employment trends, as well as recent advancements in technology and service management, field service leaders can adopt strategies to overcome the labor shortage challenge. Join the All-Star Panel and listen to our speakers shed light on: 

•How do you best evaluate your current and future shortfall areas to fill in the required knowledge gaps? 
•How do you create a millennial-friendly work environment that encourages younger workers to stay for the long-term? 
•How do you free up engineers and technicians from time consuming administrative tasks to work on strategic activities to increase productivity? 
•What kind of internal and external trainings you should provide to make your workforce agile and flexible?
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Anuraag Bhatnagar

Head of Service & Support, APAC
Kathrein Group

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Jan van Veen

Founder & Managing Director
moreMomentum

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Dario Samarzija

Head of Support, EMEA
Alfresco

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Edmund Sol

Head of Field Service, Asia
Cymer

10:10 am - 10:30 am Case Study: Intercultural talent management – How to establish and develop a diverse workforce with different languages and skills to reduce employee turnover

Adrian West - HR Director, APAC, Japan and China, Cisco
Based in Singapore, Sae is responsible for managing and delivering Cisco customers a world-class experience through technical assistance, spare part logistics and online support in the Asia Pacific, Japan and Greater China theatres, in collaboration with partners. As part of this organisation, Sae leads a regional team focusing on growing next-gen customer service capabilities which raise the bar for response, resolution and long-term network stability and confidence for Cisco customers.  Sae is passionate about operational excellence, talent development, profitable growth and customer focus. During this case study presentation Sae will shed light on:
 
·         How can you tap into diverse talent pools, and how do get the right exposure for you job postings to differentiate your workforce?
·         How can you encourage your workforce to attend and embrace intercultural and interdepartmental social events?
·         To what extent should you offer flexible work schedule and religious holidays to nurture diversity and foster loyalty?
·         What kind of trainings can you provide in your workplace to build a culture of inclusion?
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Adrian West

HR Director, APAC, Japan and China
Cisco

10:30 am - 11:00 am Morning Networking Break

‘How To’ Roundtables

Table 1

11:00 am - 12:00 pm How to – create an attractive compensation programme to be seen as an employer of choice
Ronald Zielinski - Global VP of Customer Care, Coherent
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Ronald Zielinski

Global VP of Customer Care
Coherent

Table 2

11:00 am - 12:00 pm How to – teach your field service reps the critical customer service skills that will make them confident, comfortable and the best business ambassadors possible
Anuraag Bhatnagar - Head of Service & Support, APAC, Kathrein Group
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Anuraag Bhatnagar

Head of Service & Support, APAC
Kathrein Group

Table 3

11:00 am - 12:00 pm How to – manage an ageing workforce, when you’re the young leader
Dario Samarzija - Head of Support, EMEA, Alfresco
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Dario Samarzija

Head of Support, EMEA
Alfresco

Table 4

11:00 am - 12:00 pm How to – attract millennial talent to your organisation and ensure you can maximise their effectiveness as employees and potential leaders
David Harding - Area Service Director, APAC, Abbott Diagnostic
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David Harding

Area Service Director, APAC
Abbott Diagnostic

Table 5

11:00 am - 12:00 pm How to – build a successful multi-generational field service team that delivers value and develops new leaders
Jordan Argiriou - Head of Service, APAC, Qiagen
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Jordan Argiriou

Head of Service, APAC
Qiagen

Table 6

11:00 am - 12:00 pm How to – keep your field service team agile and ready for the future
Edmund Cheng - Head of Customer Service, Mercedes-Benz Centre, Cycle & Carriage
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Edmund Cheng

Head of Customer Service, Mercedes-Benz Centre
Cycle & Carriage

12:00 pm - 12:20 pm Chairperson’s Closing

Jan van Veen - Founder & Managing Director, moreMomentum
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Jan van Veen

Founder & Managing Director
moreMomentum

12:20 pm - 1:00 pm Networking Lunch

1:00 pm - 1:20 pm Registration for Workshop B

1:20 pm - 1:30 pm Welcome Remarks

Gladys Caligagan, Conference Director, Field Service Asia

1:30 pm - 1:40 pm Chairperson’s Opening Remarks

Jan van Veen - Founder & Managing Director, moreMomentum
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Jan van Veen

Founder & Managing Director
moreMomentum

Listen to our panel of experts from HTC, Belimed and IBM, who will help you prepare your questions to ensure you fully recognise the pros and cons of each technology that you are partnering with:
 
·         How can you establish which initiative you should be supporting and why?
·         When evaluating technologies, what are the key areas you should be testing and looking out for?
·         What different technology models can help you prosper in a new environment?
·         How can you establish what technology is best suited to fit into your current workflow?
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Jan van Veen

Founder & Managing Director
moreMomentum

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Daryl Check

Director of Service Delivery
IBM Services

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Sudheer Shetty

Director of Service Transformation, APAC
OTIS

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Toshio Ono

Former Global Head of Service
Mitsubishi Aircraft Corporation

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Andrew Vlachiotis

VP of Sales APAC and Japan
ClickSoftware

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Scott Sobera

VP of Sales
Help Lightning

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Lubor Ptacek

Vice President, Product Marketing
ServiceMax from GE Digital

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Nigel Fong

Sales Manager, APAC
Astea International

2:30 pm - 3:50 pm 2 x Technology Roundtable: Meet 1-2 of the newest technology offerings with your peers to establish who best meets your business needs

Table 1:
IoT and technician mobility challenges and strategies to proactively meet customer expectations
Nigel Fong, Sales Manager, APAC, Astea International

Table 2:
Field Service 2020: Utilising predictive data to drive efficiency and deliver exceptional customer experiences
Andrew Vlachiotis, VP of Sales, APAC and Japan, ClickSoftware

Table 3:
Lessons earned through the implementation of an Augmented Reality solution
Scott Sobera, Senior VP of Sales, Help Lightning

Table 4:
Managing 3rd party contractors – How to successfully handle contactor engagement models, uses cases and limitations
Lubor Ptacek, VP of Product Marketing, ServiceMax, from GE Digital
Karim Guassab, Sr Solution Architect, ServiceMax from GE Digital

3:50 pm - 4:30 pm Afternoon Networking Break

4:30 pm - 5:50 pm 2 x Technology Roundtables: Meet 3-4 of the newest technology offerings with your peers to establish who best meets your business needs

Table 1:
IoT and technician mobility challenges and strategies to proactively meet customer expectations
Nigel Fong, Sales Manager, APAC, Astea International

Table 2:
Field Service 2020: Utilising predictive data to drive efficiency and deliver exceptional customer experiences
Andrew Vlachiotis, VP of Sales, APAC and Japan, ClickSoftware

Table 3:
Lessons earned through the implementation of an Augmented Reality solution
Scott Sobera, Senior VP of Sales, Help Lightning

Table 4:
Managing 3rd party contractors – How to successfully handle contactor engagement models, uses cases and limitations
Lubor Ptacek, VP of Product Marketing, ServiceMax, from GE Digital
Karim Guassab, Sr Solution Architect, ServiceMax from GE Digital

5:50 pm - 6:00 pm Chairperson’s Closing Remarks

6:00 pm - 6:30 pm Networking Drinks Reception at Tier Bar

6:30 pm - 8:30 pm VIP Dinner Sponsored by ServiceSource (By invitation only)