Field Service Asia 2020

03 - 05 November, 2020

Equarius Hotel, Singapore

Past Speakers (2018)

Asian Headquartered

Hank Stokbroekx
VP of Enterprise Services

Hank Stokbroekx is the Vice President of Huawei Enterprise Services. His key responsibility is Service Marketing for which he is based at the Huawei HQ in Shenzhen. 

Hank has joined Huawei in 2011 after working for over 20 years in the networking services industry. Initially he helped build the Huawei Enterprise service business in Western Europe, and in 2012 took over responsibility for the Service Marketing organization in HQ. Hank frequently meets with customers, partners, analysts and other experts to understand their needs and perspectives and to share his view on the future of the ICT service industry. 

Hank started his professional career in 1990 at a Networking Systems Integrator in the Netherlands. He joined Cisco Systems in 1994 where he worked for over 15 years in the services organization in various leadership positions. He has held positions in service delivery, product management, marketing and sales both in Europe and in Cisco’s headquarters in California

Afizulazha Abdullah
Managing Director
On Site Services

Afiz was appointed as Managing Director of On Site Services Sdn Bhd in May 2018. Afiz has over 28 years’ experience and accomplishments in the Information Technology and Telecommunication industry. He has hands-on experience in managing end to end business operations, starting up new business units and building high performance team. Key focus areas are customer experience, revenue and development of a high performance team. 

Prior to his role as the Managing Director for Onsite Services Sdn Bhd, he was the Head of Operation Excellence (OE) and First Line Maintenance (FLM) Business across the Group Technology for Celcom Axiata Berhad. He was also the Chief Digital Services Officer and Chief Advanced Data Officer prior to that. Before joining Celcom, Afiz spent close to 5 years with Maxis Berhad and close to 14 years with IBM Malaysia. In Maxis, he spearhead the mobile broadband and home business. While in IBM, Afiz held various leadership roles. His last held position in IBM was General Manager for Public Sector. 

Afiz graduated from California State University at Fresno, with a Bachelor of Science in Computer Science.

Zahari Abdul Jalil
Head of Operations
On Site Services

Zahari is the Head of Operations of On Site Services Sdn Bhd. Zahari has over 30 years of experience in telecommunication field especially in network operations, project engineering, network development and planning. Prior to his current role, he has a vast 24 years of experience in Celcom Axiata Berhad with various positions such as Project Director (Special Projects), Head of Enterprise Information Security, Head of Digital Technology as well as a Senior Vice President, Support & Business Continuity.

Prior to Celcom Axiata Berhad, he was the Vice President of Implementation for Robi Axiata, an operating company of Axiata Group in Bangladesh. He was assigned to Fibrecomm, a subsidiary of Celcom as the Chief Technical Officer. 

Zahari graduated from University of Aix-Marseille France in collaboration with Universiti Putra Malaysia, with Master of Business Administration  and completed his Bachelor of Science in Electrical & Electronic Engineering from the University of Nottingham, England.

Toshio Ono
Former Global Head of Service
Mitsubishi Aircraft Corporation

Toshio is responsible for building and managing Service Engineers’ organization which leads customer support activities for MRJ (Mitsubishi Regional Jet), planned EIS (Entry Into Service) in 2020.  

Before 2005 at IHI, he held a series of positions in the areas of advanced technology, repair development, mechanical design, and military flight test & customer support, and successfully achieved their goals of indigenous and licensed engine development programs such as F3-30FADEC, XF5-1, XF7-10, and F110-129. Through these projects, he cultivated the relationship with JMOD (Japan Ministry of Defense) and GE Aviation with the skill sets of power plant engineering, project management, six sigma, etc. 

After he joined GE Aviation, Toshio was designated sales director in 2011 for commercial engines, especially dedicated to the successful 1st delivery of GEnx powered B787 & B747-8, followed by customer service manager for military engines to coordinate GE-JMOD-IHI teaming activities on the recovery of damaged engines by Tsunami. Toshio also was further designated customer program manager of GE90 engines with coordinating MRO and logistics network to keep airlines’ engine availability in good health.

Additionally, Toshio was a core member of GE Japan Technology Initiative from 2013 to 2015 and lead open innovation activity to seek for technology matching between Japan’s advanced technology and GE businesses.

Anila Fredericks
Head of Customer Service Operations

Anila Fredericks is Head of Customer Service Operations at Telstra. She leads teams managing the Network Operations Centre and the Service Desk that are focused on building, managing and developing end to end operational capability to deliver a world class customer service experience to Telstra customers. She strives to drive significant systemic improvements delivering uplifted capability ensuring her team exceeds the customer’s expectations.

Starting out as a graduate trainee, Anila went through job rotations in different parts of the business and a career focused on enhancing customer experience is what she chose. Keeping the customer at heart, Anila has built great credibility in managing high performing teams.

She is passionate about diversity and is an active member of Telstra’s International D&I council.

She has an undergraduate degree in Pharmacy and an MBA and post graduate diploma in IT systems.  Spanning 20 years her career has covered sales and service operations in highly competitive, high volume environments, consistently exceeding sales / service objectives and retaining client loyalty. These achievements have been built on sound planning and organisational ability, pragmatic decision making, effective competitor analysis and innovative solutions to customer service and staffing problems.

Sandeep Bharadwaj
Head of Field Service, Commercial Vehicle
Tata Motors
Remon Rensen
Global Head of Field Engineering

Speedcast is the Leading global satellite solutions provider. 

Remon is the Head of APAC Field Services Team, Director of FST at a world-wide leading Hong Kong-based global network and satellite communications service provider. SpeedCast offers a total concept for internet access on board with VSAT, Inmarsat and UMTS. Providing communication solutions on all of the world-leading platforms and using all leading antenna manufacturers; Responsible for a 60+ team of engineers across APAC & CIS region, managing the full aspect of the Field Engineering department, assisting on Sales and Product Development and assist on projects, on major rollouts for the big (new) customers. Chairman for the QHSE committee, HSE Management Representative for the local Singapore entities.  

KEY PROJECT: Migrating 13 companies in 5 years time into 1 (240+ field engineers globally)

Douglas Lim
Global Head of Customer Service
TPV Technology

Douglas is the Global Head of Customer Care for TPV Technology, a Fortune China 500 multinational electronics manufacturing company headquartered in Hong Kong. It is the world’s largest manufacturer of computer monitors. He has a total of 750 headcounts in his organization.

He used to work with Midea where he successfully managed to build full SOP and Policies for Aftersales, and Logistics Operation, build full aftersales CRM system from scratch and improved average Repair TAT from 10days to 5days. When he was with Logitech, he improved NPS from 10 to 60 within 1 year and managed to educe operating cost by 10% (USD 2mil). Previously at Samsung, he built onsite technician tracking system to increase CSI which improved from 99 to 103. 

Robinson Uy
Technical Audit Lead & Former VP of Technical Services, Meralco Energy

Robinson Uy has more than 3 decades of technical and managerial experience in the utility sector providing electric service to some 6.3 million customers for the biggest electric distribution utility in the Philippines, Manila Electric Company (MERALCO).  For the last 3 years, he served as the Vice President and head of MERALCO-Energy Technical Services Group. This provided him the opportunity to lead the company in developing innovative business solutions through emerging technologies, and drive its stream lined technical services and customer satisfaction level to a greater height.   

Recently, Robinson was given a new and bigger role as the Chief Technical Consultant for MERALCO’s Internal Audit office, with the responsibility of leading the technical audit and provision of assurance on the effectivity and efficiency (E&E) of its electric service business processes and investment infrastructure development from end to end. Through this key role, top management would be assured of sustainability in delivering operational excellence, leveraging on E&E processes and technological advancements to further expand and boost the services accorded to its valuable customers on a macro techno-economic level.  

Robinson is a licensed Electrical Engineer and has been a member of the Philippine Electrical Code Committee of the Institute of Integrated Electrical Engineers of the Philippines for 2 decades. He has been a resource speaker in various symposiums and engineering conferences

Arvind Gulati
India Head of After Sales Service

Arvind’s current function and responsibilities include leading  the team towards delivering excellent after sales & CS to achieve the overall business goal of being the best service in India, leading the team in delivery of the short term and long term strategic and financial objectives, leading after sales technical team to deliver best in class service repair quality in field, managing Internal and external relationship with Team/ASP to bring customer delight, managing operations KPI’s  at 1000 ASCs, effective planning, strategy and efficient execution, developing system towards optimized customer service operation and service deliveries and SPL/WH Management.

Jamie Morais
Head of After Sales Dealer Operations, APAC

Jamie Francis Morais is the General Manager of Aftersales Operations for Nissan Motor Asia Pacific is spearheading Nissan’s initiative in this region to build excellence in Nissan’s Customer Service experience through operational and process improvements activities, as well as developing a more profitable business model for the Nissan dealerships. Based previously for Nissan in Malaysia, Vietnam and now in Thailand; Jamie brings a wealth of knowledge in Aftersales and Customer Service, from 13 years of experience in Toyota Motor Europe, Proton Cars and BMW in Malaysia. More recent achievements include leading the Nissan team in Vietnam to move Nissan up in the J.D. Power CSI rankings from the Bottom 3 to the Top 2 in a short span of 2 years. Under his leadership, Nissan Vietnam had also broke records in terms of spare parts sales and service revenue, by leveraging on customer data management to increase dealer profitability, and at the same time increase customer retention rates.  Now leading the Aftersales Operations for Nissan across Asia & Oceania, Jamie will share what works across all our countries, and what’s specific to each country.

Shafeeq Shajahan
Head of Chatbot
Shafeeq Shajahan works at the Axiata Analytics Center, where he manages regional deployment and product development of a Chatbot solution, spearheading innovation in several of Axiata’s operating companies. A go-to-market strategist, Shafeeq has experience in both internal and external TMT consulting, having previously worked at EY London, in their Strategy practice. There, her rolled out global transformation projects for FTSE100 GTM organizations, heavily focusing on B2B customer segmentation and digital organization design
Mynool Hossain
Vice President, Customer Experience
Robi Axiata

Mynool has more than 16 years of experience in telecommunication industry of Bangladesh in multiple leadership positions of customer experience domain. At present he is leading the contact experience team who is responsible for customer experience from inbound contact centers, non-voice channels and telesales in country’s largest 4G and the only dual-brand mobile phone operator, Robi Axiata Limited. 

Mynool possess sound knowledge on various contact center solutions & CRM architecture, work force management, IVR, USSD and self care apps. Mynool takes pride to launch country’s 1st virtual customer service center – online airtel experience center ‘OAEC’ that won the Asia Communication Award 2015 under best customer service initiative category. He is an international speaker by passion who loves to share his experiene, knowledge and wisdom as a subject matter expert in contact center & customer experience management, omni-channel strategy, cost optimization, optimizing profitability through operational efficiency, process standardization, service quality enhancement programs, improve performance & efficiency, developing people, spearheading initiatives that strengthen customer service capabilities, expand revenue–generating capabilities & maximize ROI. 

Martin Head
General Manager, Customer Service Excellence
Fuji Xerox

Martin has established a background in support, services and development of software solutions in the compliance accounting and imaging industries over the past 28 years. Based in Australia and Singapore, he has been responsible for the international deployment of service solutions for Fuji Xerox customers across the Asia Pacific region. In his current position of GM Customer Service Excellence at Fuji Xerox, Martin is responsible for the benchmark Online Support platform that attracts more than 5.8 million customer visits each year.

Antonius Inggil Paripurnanto
Owner and CEO
Qualita Indonesia

Highly qualified Executive offering more than 19 years of experiences in global organizations. Rich mix of business development, operations, sales, and finance for billion dollar corporations. Diversely experienced from start up to work out, turnaround and rapid growth. Dynamic leadership experiences in creating a passion to surpass financial and operation objectives via a combination of world class service delivery, lean operating methods, and incentive driven rewards for team achievement. A very strong focus and orientations in customer satisfaction.

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

Responsible for the daily frontline operations at Mercedes-Benz Service Centre. Also, in charge of 22 customer service staff ranging from advisors, drivers to ambassadors.

Maisarah Binti Ismail
Head of Service Delivery
TIME dotCom

Heads of Service Participants - Asian Headquartered

Boon Teck Zu
Head of Field Service, South Asia

Boon had been in the field services and operations role for than 30 years in financial and telecommunications industries supporting data centers, submarine cable stations, network and customer sites. 

Ganesh Narayanan
Head of Network Operations
Benjamin Leong
General Manager
Moog Aircraft Services Asia

Moog Aircraft Services Asia Pte Ltd, a joint venture company between Moog Inc and SIA Engineering Company. MASA provides Maintenance, Repair and Overhaul services for Moog manufactured flight control systems fitted to new generation aircraft types including the Boeing 787 and Airbus A350.

Benjamin is the General Manager who is looking after all major airline customers in Asia Pacific Region with 8 Staff (Startup Phase) and network of more than 20 Suppliers. Currently, they are working on Incorporation, Startup, Project Implementation & Delivery of Flight Actuation Repair and Overhaul Capabilities in Singapore Facility with Aviation Regulatory Certification Processes. He is proud to have a project completion within 6 months inclusive of Certification, and within 75% of Budget.

International Headquartered

Ronald Zielinski
Global VP of Customer Care

Ron Zielinski leads Global Customer Services for Coherent Inc., 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

Joseph Chua
Senior Manager, Strategic Services for APAC
Abbott Diagnostics

Joseph Chua has 21 years of experiences in Healthcare industry, worked in various function from Business Development, Healthcare informatic consultation to Service operation, in difference multinational companies. For past 6 years, Joseph has been leading the countries service team, driving commercial and operation excellence, which delivered customer satisfaction and revenue growth for the service business. 

Recently, Joseph took on a new role with Abbott as Strategic Service Senior Manager, APAC region, with the responsible to implement and maintain the effectiveness of service operation system, and develop service strategies for the region as enabler to drive grow. Field Service optimization is one of the key area to deliver productivity & customer delight, by leveraging Lean processes, Technology and Data Analytics. 

Joseph Chua graduated with a Bachelor of Engineering in Electrical and Electronics from the University of Hertfordshire, UK in 1996. 

Prior to his leadership positions in Abbott Laboratories, Joseph Chua was the Country Service Manager & Informatic Business Manager for GE Healthcare, Asean. Prior that he was Image management Consultant for Siemens Healthcare, Asia Pacific and Business Manager for Agfa Healthcare, Asean. 

Trond Lillebo
Global VP of Field Service
Marko Akras
Senior VP of Service, APAC

Konecranes manufactures and provides maintenance services to Cranes in various industries and Ports, whereas Kone manufactures and maintains elevators and escalators.

Marko is responsible for the Konecranes service customer experience, global parts operation and technical support. His most essential part of responsibilities was to manage Konecranes service business transition, which included development and implementation of harmonized offering, processes and tools (e.g. service management system having technicians equipped with modern mobile tools, digital services for the customer with fully visibility to their assets, service and operation history, etc.). After his time in global service he has implemented these changes in APAC and integrated Konecranes and Demag service businesses into one organization sharing the same processes and tools.  He believes that many of the companies are going through the similar exercises/programs as the digitalization and the “smarter” machines or assets equipped with the sensors are been connected to the network and businesses are able to leverage the data from field operatives and machines to improve/lift their customers businesses.

Francis Ngkaion
Regional Head of Service Operations

Francis brings 20 years of field experience to his role as the Service Operations Strategy Manager for ACAM, ensuring consistent deployment of global initiatives that shape Caterpillar's service strategies in Asia Pacific, Africa, The Middle East and The Commonwealth of Independent States. Starting his career as a Marketing Trainee, Francis has worn many different hats at CAT, including Marine and Petroleum Engineer, District Representative, Mining Customer Support Manager and most recently, Learning Center Manger for Asia.  His expertise covers Service Engineering and Operations, Equipment Management, Process Improvement, and Technical Learning and Development. Currently based in Singapore, Francis is a global citizen. When not busy connecting with his colleagues around the world, Francis enjoys scuba diving, playing baseball with his 4 boys and cooking for his family.  

Jordan Argiriou
Head of Service, APAC

QIAGEN's automated systems and consumable products empower customers to transform raw biological samples into valuable molecular information. More than one billion biological samples are estimated to already have been prepared or analyzed using QIAGEN technologies in laboratories around the world. They market more than 500 core consumable products as well as a number of instrument solutions to customers in 100 countries. 

Jordan is responsible for service solutions in APAC, with his main focus being the enhancement of their strong QIAGEN brand. He works closely with their service experts both locally and globally to improve their overall offerings, enabling their valuable customers to make improvements in life possible.

Pierre Betoliere
Head of Field Service Operations, APAC, Middle East, Africa & South America
Schneider Electric

His main responsibilities include building safety culture – deploying safety goals, PPE implementation in countries, insure safety training and audit are performed with the right level of quality and people awareness deploy near miss and all basics to insure accident; driving competitiveness and operational excellence – deploying countries operation review to increase competencies, GFS best practices and initiatives, ensuring adoption and process compliances, driving regional business value realization and developing industrial and lean approach inside services operation; building FSR competencies and deploying tools – insuring they leverage local and global training center ability to rise team competencies, contributing to the training’s design, support competenciesmanagement tools, insuring countries needs are clear and contributing to tools adoption BFS/ FSR lead, and investigating new digital tools to rise FSR competencies; ensuring supply chain and customer satisfaction and quality – keeping a business mindset, leading continuous improvement for customer satisfaction and quality lead CS&Q project deployment: CNPS2.0 – I2P – Service Square – alignment with group standard, coordinating and supporting complex projects, challenging local teams to achieve the right SCM perf; and deploying WW business intelligence. He is currently managing a team of 25 employees.

Jaco Bierman
Head of Service Operations, ASEAN
GE Healthcare

Jaco has been in the Healthcare Service industry for more 17 years. Having worked with several OEM’s in various geographical markets he has built up a wealth of knowledge and experience leading teams in functions ranging from field service and operations to clinical application specialists and project management. Since January 2017 he has been appointed as the ASEAN Service Operations Manager for GE Healthcare based in Kuala Lumpur, Malaysia. His top priorities are focused around Customer Experience, Profitable Growth and Operational Excellence.

Sudheer Shetty
Director of Service Transformation, APAC

Inventor of safety elevator in 1853, OTIS is 12.3 Billion Dollar Company with 1.9 Million Elevators in maintenance worldwide. OTIS is part of United Technologies.

Sudheer is responsible for digital strategy and implementation of service productivity tools with apps, IoT, CRM, signature branding  and change management for Global and Asia Pacific Region .

He has indirect 7 people form Country Business Unit

Some of his key achievements include: Have deployed mobility tools and apps for key Asia Pacific countries enabling service business growth. His team has  won a regional award for service growth, profitability and mod orders 2015. He has led and implemented service efficiency tools like automated Time Sheets, Service Reports, and  exceeded YOY Repair sales bookings by 60 % for 2016.

Simon Griffiths
Service Development Head, Europe, Africa, Middle East & Eurasia

A graduate in production mechanical engineering, Simon has worked in product support for most of his career. Starting with the Caterpillar dealership in the UK and then moving to Caterpillar Inc in 1998, Simon has spent more than 25 years working with customers and dealers to improve their service operations. No stranger to airline food, much of Simon’s time at Caterpillar has been spent outside of Europe working in Africa, the Middle East and CIS. 

Simon’s current role is working as a Market Professional, which means working as an internal consultant focused on improving dealer service operations and coaching and developing Caterpillar’s new service reps as they venture into the field for the first time to work with dealers and their customers. 

A champion of the Caterpillar Production System (LEAN) for dealers, and with keen interest in getting things done in a simpler more efficient manner. Simon will talk about the challenges and opportunities presented to us as we look at harnessing new technologies that can help us support our customers, their machines and their businesses in ways not possible before. This means change for our support operations if we are to truly optimize our performance.  

Sachin Mallya
Technical Service Director, APAC
Johnson & Johnson

Sachin Mallya is Director-Technical Service, Asia-Pacific for Advanced Sterilization Products (ASP) at Johnson & Johnson. He has over 18 years’ experience in driving Technical Service organizations across Asia-Pacific region. Sachin has proven leadership in building technical service departments from ground-up and driving it successfully to provide best services to customers. He is very passionate about supporting customers in healthcare Industry. He considers it as a privilege having an opportunity to support healthcare professionals to serve their patients better.  

Prior to J&J, he was driving Field Service for SonoSite Inc for Asia Pacific and Middle East regions. He also worked at Larsen & Toubro Limited in their Medical Equipment Division, driving Hospital Turnkey Projects and Dornier MedTech, where he started his career as a Field Service Engineer.

Anuraag Bhatnagar
Head of Service & Support, APAC
Kathrein Group

Anuraag Bhatnagar, has a strong International experience of 22+ years in Telecom and Non Telecom Services.. He has a varied background in Oil and Gas, Telecom,  IoT and Building Digitization.  Large part of his work life has been spent in Nokia Networks where he has been leading Roll out of large and complicated Telecom networks in India, Central Asia, Eastern Europe and South East Asia. He has a strong operational and strategic background and has been involved in leading multiple regional and global assignments involving large scale services ramp ups, transformational turnarounds and greenfield operations setup.

He currently is the Solutions and Services Head for Kathrein Asia Pacific (including China and India) where he is setting up a Solutions and Services Business in IoT and Building Digitization. In his previous roles in Nokia he has been Head of Network Operations ( Managed Services), Head of Services (Turkey, Eastern Europe and Central Asia), Project Director for the Bharti Airtel pan India rollouts. He is currently based in Singapore and has lived in Turkey, India and Taiwan.

Joris Hitier
Head of After Sales and Spare Parts, APAC
Piaggio Group

Joris is in charge of 16 markets (4 subsidiaries and 12 distributors), over 250 dealers, and a team of 35 hierarchical or functional reports across APAC.

The activity comprises all the different aspects of Network services and Spare parts & Accessories sales:

- Technical support, warranty, recall campaigns, Product behavior, customer care

- Spare parts & accessories sales and marketing activities, warehousing, customs

His next challenges, on top of maximizing the revenues, is to implement a proactive follow up of the customers and their vehicles by using big data and advanced data-mining to predict and forecast the customers’ and dealers’ needs. IT systems and processes will help us rolling out the best trainings, understanding the price sensitivity in all the markets, ensuring the greatest reliability in picking and packing, for in the end providing peace of mind to the customers.

Over the past 20 years, Joris has embarked upon many challenges, from Technical support (bringing more than 80% answers to the network within 8 hours) to warranty (cutting costs by 50%...) and Customer satisfaction (… while bringing the CSI from 15% to 67%), and from Accessories engineering (over 180 new car accessories developed every year) to Technical and non-technical training (from stand-alone trainings to interconnected and brick-concept modules).

Anthony Koh
Head of Service, Asia
Integra LifeSciences

As the Integra Head of Service for Asia, he is keenly aware that service support is the key to enhancing patient care; and it is the key differentiator for business growth in the increasingly competitive market.

His key objectives are to establish and ensure that service processes are performed in a clear, effective and measurable manner. Working with business partners throughout different countries, he strive to improve patient care by ensuring services are performed in a high quality and consistent manner.

Dario Samarzija
Head of Support, EMEA
Dario is heading the technical support team for EMEA. He has a team in Asia - 4 people in Sydney. 

He is managing the technical point of contact for questions, proactively reviewing, monitoring and improving the service levels; a KCS Coach/Mentor, reinforcing knowledge guidelines and best practices, mentoring new starters, providing  guidance and assistance where needed, develops, monitor and report on operational metrics daily, weekly, monthly and quarterly, proactively review, monitor and improve the service levels, identify individual team member knowledge and skills gaps and suggest and help develop subsequent appropriate training and mentoring and fill in for regional manager when they are out of office (supervising team, assigning tasks, checking work, maintain schedules, point of escalation)
Pol Llahuna
Field Service Logistics & Network Design Manager
Schneider Electric

Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries. With global presence in over 100 countries, Schneider is the undisputable leader in Power Management – Medium Voltage, Low Voltage and Secure Power, and in Automation Systems.  They  provide integrated efficiency solutions, combining energy, automation and software. With 24.7 Billion Euro of revenue (2016) and more than 144.000 employees, Schneider  is a European multinational corporation that specializes in energy management, automation solutions, spanning hardware, software, and services.

Pol is the Global Lead for Field Service Logistics Transformation responsible to deploy Fast Delivery Capabilities to sustain Business opportunities. In terms of sales, our business is around 2.3 Billion Euros.

He aligns their Global Strategy with each of the regions that manage Field Service Supply Chain operations.

The main projects they are working on now are:

Global Field Service Network: Establish the optimal footprint cross Business Units in a Global perspective increase Same Day Delivery coverage by using Forward Stocking Location networks in each region and to place the Global Field Service Hubs connecting the main sources with the destination countries/regions ensuring the right execution of the flows reducing total End To End Lead Times while seeking for Tax and Cost opportunities.

Global Standard Operating Procedure: Standardize Field Service Operations across the Schneider Network by ensuring compliance to the global standards on Customer Satisfaction and Quality Management, Warehousing, Transportation, Packaging, Labelling and Returns.

Develop Standard Logistic Offer and Customer Process Capabilities for Field Service Business

Deploy Parts Planning Tool in China as a Proof of Concept prior to deploy it elsewhere.

They have created a vertical Field Service Supply Chain Organization in all regions to support specific requirement and build specific Capabilities for Field Service Business. They are covering in China, India, Pacific and North America more than 50% of the critical orders in a same day coverage using their extended service footprint. The rest of the regions are in progress to reach those levels.

Tony Chan
Director of Service Project and Technology
Glory Global Solutions

Based in Singapore, Tony looks after global Field-Service initiatives and technology interests in Glory, a leading solution provider in cash management. Originally from Taiwan and having lived  in Australia, Tony’s career spans across Corporate and Retail banking through various project and product roles at Citibank and National Australia bank. PRINCE2 and MSP-certified, project management and working with people are at the core of his career focus as he explores the dynamics and ever-changing nature of the business world we live in today. Personally Tony is also a certified Sivananda Yoga teacher and his passion to help people from all walks of life is also very important as part of his life goals.

John Thomson
Service Logistics Director, APAC, Japan and China

John is a customer focused experienced leader in Cisco’s CX organisation responsible for all aspects of Services Logistics and Operations across APAC including full P&L responsibility including forward & reverse logistics, contact centre operations, demand planning and forecasting, field engineering services, regulatory compliance, outsourced operations, process optimization, change management, strategy and leadership or team building

Thiam Chye Ho
Regional Service Manager, ASPAC
Ortho Clinical Diagnostics

Thiam Chye started his career working as an apprentice engineer in SIA for 4 years and as an engineer in Xerox and Kodak for about 7 years.  The remaining 30 years of his career is spent in Training, Technical Support and Service Management in Kodak, Johnson and Johnson and Ortho Clinical Diagnostics.

Kumaran Kandasamy
Senior Manager ASEAN Technical Services

Kumaran is responsible for the P&L activities of India’s technical services business. He builds the pipeline, incubation opportunities and transformational account support. He is partnering with Sales in supporting customers and enabling partners. He leads the Technical services delivery in India, manages in country escalations and trains the partners and customers on TAC practices & new technologies. He is also responsible for smart service deployments, renewal and adoption. He drives several programs to improve customer loyalty, gross margin and revenue. And he had grown market place [cisco online store] business in 10 fold

Rod Stevens
Regional Field Services Manager, APAC
Adrian West
HR Director, APAC, Japan and China

At HR for Asia Pacific, Japan & China, he works every day to create a place like no other, so all of his Cisco colleagues can fulfill their professional ambitions and change the world, and achieve what they need to evolve as an individual, team, business unit, region and Cisco as a whole

Aaron Tan
Head of Service, ASEAN, Sri Lanka and Bangladesh

Aaron has more than 15 years of experience working in a multi-cultural environment in ASEAN, managing direct and indirect sales and customer service.

In Lectra, Aaron is responsible for the recurring revenue in the ASEAN region, Sri Lanka and Bangladesh.  To secure and increase the recurring business, satisfied customer experience is key. Under Aaron’s leading, his team manages complete journeys not only do its best with the individual transaction but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call or request.

When Aaron joined Lectra 5 years ago, Lectra already have the technology in place for customers to leverage to reduce downtime.  However customers were still working in traditional approach of reactive mode.  There were less than 10 machines that were connected to Lectra server in his territory at that time.  Today there are over 300 machines that are connected to show to customers the benefits of the technology.  Customers’ behaviour changes to a proactive mode and this reduces risk of downtime and improves the customer experience.

Aaron is a strong believer and advocate of industrial 4.0 to bring the customer experience to another level.   

Edmund Sol
Head of Field Service, Asia

Currently working as Snr Director Customer Service, Asia for Cymer, an ASML company, responsible for after-sales support in Taiwan, China, Korea, Japan and Singapore.  With over 20 years of experience in new and emerging semiconductor technologies on a global scale.  Cymer is a market leading provider of sophisticated light sources used by chipmakers around the globe to pattern advanced semiconductor chips with an annual revenue of about US$500M.  Current and past roles requires that I work very closely with Engineering, Marketing and Manufacturing from various stages product life cycle from design stage to product launch, growth and finally to product end of life.  Managing CIP programs during each phase to improve product reliability, productivity and cost reduction is an important aspect of my function.  Responsible also for initiating and driving projects to completion for key accounts in Asia that bring differentiated value for Cymer’s products.

Daryl Check
Director of Service Delivery
IBM Services

Daryl Check is currently employed by IBM's Global Technology Services as the Service Delivery Executive for Asia Pacific . based out of Singapore. Having originating from Australia, Daryl has been working in Asia for nearly 30 years, with the passed 10 years  based in China and Singapore. During this time Daryl has held a number of leadership roles deploying transformation  initiatives across Service Delivery. Most recently involved in integrating IBM's Watson Cognitive and Augment Reality tools within  their Delivery organisation to leverage technologies to resolve clients problems more efficiently, while driving operational efficiencies.

Prakash Punjabi
Director of Service
Glory Global Solutions Asia Pacific

With over twenty years of service delivery, operations and business management experience across Asia Pacific region, Prakash has led service organizations, including field services, for Nokia and Motorola for well over 20 years. He has been instrumental in developing sales plans, delivering order and revenue growth and leading large scale infrastructure projects for their networks division.  With Glory Global Solutions - Singapore, who provide technology cash management solutions to banking industry, Prakash leads the services business for the region.  In addition to driving the service business strategy and growing new markets for Glory, he also leads the infrastructure change projects to drive efficiencies and oversee product quality matters.

David Harding
Area Service Director, APAC
Abbott Diagnostic

David is a passionate advocate for delivering solutions to customers, in a service model where the customer sees the service organization as a true partner.

David is a 22-year veteran of Abbott. He has lived the life of both a field service engineer and a service manager in Australia, where he spent the first 8 years of his Abbott career. In 2005, David and his family relocated to Dallas, Texas where he has spent the last 13 years at Abbott in new product development, bringing service experience to the R&D instrument design process and ensuring Abbott instruments are designed for serviceability. Most recently, he was the Director of Global Service for the launch of Abbott’s latest range of innovative diagnostic analyzers. David relocated to Singapore in June 2018 with this new position. 

David’s focus in APAC is to discover the formula for successfully balancing cost efficiency, providing exemplary customer support, running a profitable business unit and attracting, retaining and developing top talent. He would also like to discover the secret of fitting 18 hours of work into a 12-hour work day. One of his highest priorities is to continue to transform Abbott service in APAC from the traditional reactive break-fix support function to a fully integrated proactive and predictive customer-solutions model. 

Heads of Service Participants - International Headquartered

Eduardo Imperial
Head of Service Management, Asia
Vodafone Global Enterprise
Amos Oh
Head of Service and Repair, APAC

Arthrex is a global medical device company and leader in new product development and medical education in orthopedics

Amos is responsible for strategising, building up and managing service and repair capabilities for Arthrex in APAC

He previously work for Physio-Control part of Stryker, Welch Allyn and Hill-Rom and in various management roles and department like Service and Repairs , Sales Country manager, Research and Development over a span of more than 22yrs. 

Yves Van Ryckeghem
Technical Service Manager, APAC
Marco Reinhardt
Head of After Sales, Singapore

Industry Experts

Azran Osman-Rani
TEDx Speaker, Ex-CEO
iflix & Air Asia X

As someone who has built, and continues to build, ‘attacker’ businesses and lead teams from start-up to IPO, Azran passionately believes that organisations and corporations can deploy similar structures, focus, and creativity that single-minded entrepreneurs have used, to create breakthrough business models and innovative products and services.

He is currently active in the internet technology space as a co-founder, investor and advisor, bringing to bear his expertise in mass-market consumer marketing and scaling organisations across Southeast Asia. He is the Co-Founder and CEO of Naluri, a health technology start-up. He is also an investor and advisor to iix, MoneyMatch, Cognifyx, and YellowPorter. He was previously the CEO of iix in Malaysia and its Group COO – a disruptive internet television video-on- demand service that was launched in Kuala Lumpur in May 2015, and now operates across over 20 markets across Asia, Middle East and Africa with 650 employees after only two years from launch.

Lubor Ptacek
Vice President, Product Marketing
ServiceMax from GE Digital

Lubor leads the Product Marketing function at ServiceMax, with a broad spectrum of responsibilities ranging from messaging, product launches, and market intelligence to thought leadership, analyst relations, and customer leverage programs.

Prior to joining ServiceMax, Lubor led corporate-wide product marketing at OpenText, the leader in Enterprise Information Management. During his tenure, OpenText's revenue grew from $725 million to $1.9 billion and the company completed more than 20 acquisitions.

Before OpenText, Lubor worked at EMC, Documentum, and Novell. From 2011-2015, he also served on the Board of Directors for the Association for Intelligent Information Management (AIIM). Lubor is an accomplished presenter and recognized thought leader with active social media presence. He holds a Computer Science degree from the Technical University Ilmenau, Germany and an MBA from Santa Clara University in California.

John Heald
Global VP, SAP Customer Experience, Service
John Heald is the Global Vice President Solution and Strategy, SAP Hybris Service. Focused on driving customer experience and satisfaction, by continually improving customer service experiences, irrelevant of how they engage, throughout Omni-Channel touchpoint. John is responsible for developing the product direction and future development strategy within our customer engagement solution portfolio. He has been working in CRM and the broader customer experience area for over 20 years, and is more than vocal in his discussing best practices, and advising on key questions and thought concerns with changing customer service expectations.
Andrew Vlachiotis
VP of Sales APAC and Japan

ClickSoftware is a global leader in field service management solutions, delivering value through improved efficiency, effectiveness, and enhancing customer experiences

Andrew utilizes his Asia Pacific experience to work with customers to drive business efficiency from the transformation of field service. He works across the full supply chain form job creation to customer engagement and helps organizations build strong customer loyalty from exceptional field service.

Andrew has over 30 years of IT experience working across different business functions, such as R&D, Field Service, Sales, Marketing and Product Management, for major corporations such as Oracle, Cisco Systems and Dimension Data. 

Mark Brewer
Global Director of Service Management

A recognised thought leader in service, Mark has been helping organisations drive business transformation over 20 years. From bringing Service Lifecycle Management solutions to market with Servigistics to introducing Connected FSM to the marketplace with PTC. Mark has worked with some of the world’s largest service organisations including Coca Cola, Dell, GE Healthcare and ThyssenKrupp. In March 2017, Mark was named as one of the most influential people in Field Service News #FSN20

Scott Sobera
VP of Sales
Help Lightning

Scott Sobera is the Senior VP of Sales for Help Lightning. Help Lightning uses Merged Reality to blend the live videos of a remote expert and on-site technician into one collaborative environment, allowing experts and techs to interact as though they were working side-by-side. Scott is responsible for leading global sales efforts with customers and channel partners. In his role, Scott relies on 25 years of experience to understand, communicate and deliver software technology solutions. The work he has done throughout his career with global companies, gives him a unique perspective in understanding the needs of customers and how to implement solutions that address the practical needs of his customers.

Alex Leroux
Head of APAC

SightCall's global video platform enables enterprise customers to immediately benefit from real time video interactions with customers, field technicians, and between physicians and patients. Its enterprise customers span financial services, healthcare, insurance, manufacturing, and telecommunications. SightCall enables enterprises to reduce customer call time with visual support when seeing the problem helps resolve it faster. SightCall enables enterprises to reduce RMAs, and field service dispatch costs by helping the customer to solve the problem during the first call.

Jan van Veen
Founder & Managing Director

Jan van Veen is founder and managing director of moreMomentum. moreMomentum is a consultancy and training firm, which specializes in helping manufacturing and technology companies thrive in our rapidly changing industries.  One of the major challenges is the transition to outside-in, service oriented businesses. Before founding moreMomentum Jan was co-founder of Noventum Service Management - a global service strategy consultancy – and conducted a research with 89 manufacturing and technology companies into best practices to increase momentum for continuous change and sustained success. Jan van Veen has been recognized as one of the 20 most influential people in the Field Service industry by FieldServiceNews.

Yuri Margoulis
WorkForce Delta

Yuri is a senior workforce management consultant with over 15 years of field service management experience in Utilities, Telecommunications, Oil and Gas, Technical Services, and Retail industries. Yuri has helped many large field service organisations with strategy and transformation programs to improve customer service, reduce operating costs, and reduce staff turnover.

He is facilitating a roundtable discussion on the topic: How to –  design the optimal process and change management programme to enable true workforce transformation scheduled on 14th November (How To Roundtables)

Karim Guassab
Sr Solution Architect
ServiceMax from GE Digital

Accomplished technologist with a keen view on new trends & transitions.

Career has developed from a background in consulting and project management to expanded responsibilities in sales, solution engineering, business development and organizational redesign.

Recognized subject matter expert in Field Service and Workforce management, regularly engaged to speak at industry events and roundtables.

Fabrizio Battaglia
Global Partners

Fabrizio is an engaging facilitator with a strong passion for linking learning and mesurable performance.

He facilitates workshops, coaches and speaks with passion in various international conferences. As an executive partner he develops Global Partners Inc, a global training company with impactful personal development methodologies for technical service and sales people: "You learn how to drive a car and never forget. Why can’t business training have the same impact?"

Native French and Italian speaker, with working experience in more than 20 countries he is naturally at ease in multicultural environments. His scientific background (Ecole Centrale) and his INSEAD -Tsinghua Executive MBA allow him to easily grasp the broad challenges of today’s fast evolving Industry.

Fabrizio also holds several certifications such as: VOICES certification by Lominger as development partner to help managers analyze 360° feedbacks, a Coach U coaching certification on performance improvement in the area of leadership, a Wilson Learning certification to develop managerial consulting skills and Corporate Visions (CVI) certification to help Sales people differentiate their communication message.

Earlier in his life, in the corporate world Fabrizio has collaborated with STMicroelectronics for 12 years. He started in the US, as a product engineer for the Smartcard division, before moving to France for the Corporate University where he developed from scratch an international Master of Science in Microelectronics in collaboration with renowned French Schools (Ecoles des Mines, Ecole Centrale). He also spent 7 years in Singapore where he headed and develop in Asia the Institute of Sales and Marketing for STUniversity, before coming back to Europe.

Happily married, father of two, he lives in Cernusco Sul Naviglio (Italy). On the week ends, he loves strolling with his family along the peaceful banks of the Martesana canal that connect Milan to the beautiful region of Brianza

Nigel Fong
Sales Manager, APAC
Astea International

An experienced, consultative sales professional helping companies to better understand their current, and future, business environment, needs and challenges.  Specialises in Asset Management and Equipment Life Cycle business management solutions and its various facets including end-to-end service, warranty, logistics, mobile workforce and financial management globally with organisations in size from SME’s to multi-billion dollar public companies.

Kris Odland
Field Service News

Kris Oldland is Editor-in-Chief of Field Service News, an award winning and internationally renowned global publication focussing on the field service sector. As well as heading up the team at Field Service News, Kris is also an accomplished conference speaker who has chaired many industry focussed conferences across Europe, America and the Middle East and is joining us here in Asia for the first time this year where he is keen to meet with and speak to as many industry leaders as possible to learn more about field service in Asia.

Raghavendran Gurumani
Co-founder and CTO
Raghavendran Gurumani is the Co-founder and CTO of Zuper, an AI and Big Data powered operating system for field and remote workforce management. Raghav is a serial entrepreneur and a technology thought leader leading the innovation in field workforce management. Raghav has expertise in distributed computing, AI, and Blockchain. Raghav is a pioneer of field service management in India and driving the service business transformation with Zuper, the top FSM platform helping customers effectively manage the workforce, reduce costs of operations and improve customer satisfaction.

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