The Changing Face Of The Field Service Engineer

Organisations that concentrate on developing relationships rather than transactions are able to drive greater loyalty and commitment. In this new relationship economy, true value lies in one-to-one interaction. Sean Jordan is a Service Director who is changing the rules of engagement with the consumer and the employee to raise expectations of, and commitment to, service by:

• Reducing reactive service, expanding sales and assuring contract renewals
• Creating one point of contact for clients, addressing all their needs and building a true partnership
• Allowing the customer to measure the integrity, credibility, effectiveness and overall brand promise of the service-based organization

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With revolutionary new products and technologies shifting the industry, every medical device manufacturer is asking the same questions: How will we meet growing customer demands for equipment performance and support experience? What is the quickest way to move from reactive to proactive to predictive service? And which tools will actually help us to excel? As a Services and Solutions Director covering Europe, Middle East, Asia Pacific, China and Africa, Wojtek has spent the last four years answering these questions. Here he outlines the optimal strategy to capture real economic value from connected devices, and the steps that you must take today to start your journey.

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The world is rapidly digitising, breaking down industry barriers and destroying long-established business models. According to MIT, 54% of European Field Service jobs will either disappear or be fundamentally transformed by digital technologies in the next 15 years. However, this chaos is simultaneously creating new Field Service opportunities. Here you will learn how mobile device management & self-service is becoming an attractive proposition to millennial employees and customers alike, providing rapid information flow, increased inventory accuracy, reduction in human error and efficient fulfillment of service tickets overall.

Assessing The Changing Role Of The Field Service Engineer

• Addressing truths & misconceptions around Generation Y workforce competencies & their own expectations
• Understanding where & how to target millennial employees by strengthening your online outreach & career portal
• Developing a sustainable training program to keep this new workforce productive & engaged

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*Ok, at this point of the day, you’ve seen the slides & you’ve plugged into the panels. But now you’re ready to get involved. You’re ready to share your own service challenges, successes & failures. And at Field Service, you’re in control of the conversation. For the past fourteen years, our unique, peer-to-peer tables have been the star of the show. As part of a small group, you’ll hear how other manufacturers are getting to grips with service & support. You’ll be inspired to take their approaches back to your workplace. And you’ll have fun doing it. Every 40 minutes, we’ll tackle a new topic with a new expert host.
Enjoy!

1) Establishing Academies for Field Service Training
Stephane Berger, Global Service Director, SuperSonic Imagine

2) Increasing Utilization: Are You Using Your Technicians As Efficiently As You Can?
Sean Jordan, Service Director, BioTek Instruments

3) Defining KPIs & Competencies For Customer-Ready, Commercially-Centric Engineers
Florence Hagry, Director, Global Service & Assistance, Stago
Antonio Izquierdo, International Service Support Manager, Stago

4) Analysing Emerging Markets Based On Their Long Term Service Revenue Potential: Can Brazil, Russia, India & China Be A Platform For Premium Products & Service?
Camillo Docimo, Director, International Sales and Marketing, Allurion Technologies

5) Outsourcing Depot Repair Operations To Ensure High Customer Satisfaction At Lowest Possible Cost
Andréa Girardot Kovarikova, VP, Global Customer Services, International, CareFusion

6) Collecting & Disseminating Customer Satisfaction Feedback After Service Visits
Tom Buckley, Director, Global Technical Service, Boston Scientific

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According to our event attendees, just 37% of medical device service organisations have a customer segmentation strategy in place. Of the 37%, 38% segment by product, 30% segment by total value of relationship, 20% segment by value of support relationship and 12% by support contract type. So which is the correct approach? This workshop teaches you the strategy and day-to-day best practices behind successful service segmentation:

• Increasing the rate of sales and renewal of support programs
• Allocating your staff to meet the SLAs of your most important customers
• Developing a segment specific value proposition for same day, 24/7 service across European borders

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• Educating the C-Suite and ensuring strong service understanding from the top-down
• Highlighting specific revenue-generating capabilities of your field team, including partnerships & technologies that support them in the field, and communicating this to your customer
• Obtaining the investment required to assist new revenue-driving Initiatives

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