Field Service Forum 2015 agenda

2015
#fsf2015
YOUR ESSENTIALEXECUTIVETOOLKIT SheratonAirport,Amsterdam,The Netherlands,June 2nd
- 3rd
2015
PLUS
a
event
Join us on:Find out more at
www.fieldserviceexcellence.com@ Field Service Excellence
Twitter: @Prod_Lifecycle
2nd
Annual
Partners 2015 Media Partner 2015
FIELDSERVICENEWS
BENCHMARK
YOUR
SERVICE
OPERATIONS
Presents

www.fieldserviceexcellence.com
New Features
In addition to the traditional formats of
Copperberg conferences, we will provide
new and developed features to ensure your
conference experience is maximized and
as interactive as possible so you can come
away with the most relevant information.
PRE-CONFERENCE WORKSHOPS
- Limited Seats Available!
Thepre-conferenceworkshopsareanewandexclusivefeaturewhichgives
you,asaparticipant,theabilitytokickstarttheconferencewithafocused
andcontent-heavysessionwhereyouwillbeabletobothlearnandshare
experiencesaroundbestpractices.
LIVE CASE STUDY
Thissessionwilltakeyoustraight
intoamanufacturer’sfieldservice
operations. Thecasestudywill
startwithanoverviewofachallenge
encounteredbythemanufacturer;
then,thesessionwilltakealook
atITsolutionsthemanufacturer
sourcedtoovercomethechallenge
anditsimplementation. After,
manufacturerwillgiveaninsight
intotheresultsandROI. Finally,the
sessionwillfinishwithatestimonial
fromthemanufacturer’scustomer
aboutthenewserviceimprovements.
THE FIELD SERVICE
STUDIO
BasedonanAmerican-styletalk
show,theFieldServiceStudio
willseeahostinvite4service
thought-leadersasspecialguests
andconductindividual7minutes
interviewsbeforemovingonto
amoretraditionalpaneldebate
discussion,wherehottopicswill
beanalysedfromeveryangle. The
studiowillendbytakingquestions
directlyfromtheaudience.
Editor`s note
Following the success of our launch event, we are very pleased to
welcome you at the Sheraton Amsterdam on June 2nd
- 3rd
, 2015 for
the 2nd
Annual Field Service Forum. Up to 200 service leaders from
across Europe and industries will meet over two days of interactive
education and structured networking to benchmark their service
operations.
The launch event showed that most organizations are on the right
(andsimilar)path,buttheroadtosuccessisstillfullofopportunities.
There is a common need to build a stronger structure behind the
service business to truly change the function from a cost to a profit
centre. Many organizations are seeing the big picture, but unable
to execute the critical steps towards full service transformation.
Oneofthemostagreedstepsistheapproachtowardsthefieldengineer.
No other employee in a manufacturing organization has the face
time nor the trust from the customer; field engineers are truly the
face of their organizations towards the customers. As such, they
can become a powerful weapon whose soft skills need to be explored
todevelopthecommercialcompetencetopushnewsalesandgenerate
leads.
There is also a lot to be done to make field operations more efficient,
andnotonlythroughITsolutions.Lookingatstandardizingtheservice
business will go a great way to improve roll outs of strategic initiatives
and of having a better visibility of resources, which will ensure to
meet service level agreements.
There are additional areas such as managing a global workforce,
implementingmobilityandothertechnologieslikewearables,creating
aprocesstocaptureknowledge,orfurtherexploringremotediagnostics
to develop proactive maintenance that are also critical to the success
of a field service business.
If you want to benchmark with your peers on how these topics are
being dealt with, make sure to attend the 2nd
Annual Field Service
Forum next June in Amsterdam.
Sincerely,
Thomas Igou
Content Director
Copperberg
http://www.linkedin.com/in/thomasigou
https://twitter.com/tomigou
Field Service Forum 20152

25%
were partners
showcasing their
tools, solutions and
products to support
our delegates
Participants Profile
75%
were end users
looking for new ideas,
processes, and
solutions
150+
participants
attended our
launch event
Job Titles
Global Head’s,VP’s, Directors of:
Geographic Breakdown
Sweden 18%
The Netherlands 18%
UK 13%
Germany 8%
Switzerland 8%
Denmark 7%
Belgium 6%
Italy 5%
Finland 5%
France 3%
Spain 3%
Rest 6%
Speaking Organizations
ABVolvo Penta
ABB
AgustaWestland Spa
Airbus
Alcatel-Lucent
Alfa Laval
Alfa LavalAalborg Nijmegen B.V.
Alstom PowerAG
AndritzFeed & BiofuelA/Sr
Antenna (Pega)
ASML
Atlas Copco IndustrialTechnique
AVLList GmbH
Bentec
byBrick
Case NewHolland
Caterpillar Inc.
ClickSoftware
Coca Cola Enterprises
Cognizant
Coherent Kaiserslautern GmbH
CoresystemsAG
DeLaval International
DeLaval Manufacturing
Delphi Diesel Systems
Embraer
EricssonAB
ESAB
Fabio Perini
Flowserve Hamburg GmbH
FLSmidth
Fortum
GD SpA
GE Oil & Gas
Hartridge Ltd.
Heidelberger DruckmaschinenAG
Hiab
Honeywell Scanning & Mobility
Howden
IFS
Istec International B.V.
ItosTechnology,S.L
IVECO
KMTWaterjet Systems
LelyInternational N.V.
MAN Diesel &Turbo
Marel
Marioff Corporation Oy
MetsoAutomation
MettlerToledoAB
Multi Phases MetersAS
NACCO Materials Handling Group
Nestle Nespresso
ORBOTECH SA
Outotec GmbH
Palfinger DreggenA/S
Pall International
Philips Healthcare
Pon Equipment Netherlands
Quintiq
Rolls-Royce MarineAS
RÖSLER BeneluxBV
Saab / HittTraffic
SandvikMaterialsTechnologyAB
Sanovo Group
SAP
ScaniaTrucks
Semco Maritime
ServiceMax
Sidel
SiemensAG
SiemensWind PowerA/S
SKFGlobal Segment Pulp & Paper
Swisscom Ltd.IT,Network& Innovation
TerexAerialWorkPlatforms
EMEAR
Tetra Pak
TOATechnologies
Tomra Systems
Toughshield
Toyota Motor Europe
Trimble Field Service Management
TTS MarineAS
Vacon Plc
Weidmüller
WelchAllyn
Wennstrom Fuel SystemsAB
Vestas
Volvo Penta
Wärtsilä
Xeikon
Participating Organizations
Field Service Forum 2015 3
Service
Field Service
Customer Service
Maintenance
Operations
Field Support
Sales & Marketing
After Sales
Customer Operation

n 12.40 Pre-Registration
n 13.00 PRECONFERENCE WORKSHOPS - Limited Seats Available!
The pre-conference workshops are a new and exclusive feature which gives you, as a participant, the ability to kick start the conference with a
focused and content-heavy session where you will be able to both learn and share experiences around best practices.
n Workshop A - Mobility
In this interactive workshop, you will learn about to best integrate
mobility solutions to create a mobile workforce that will enhance the
value of your service offerings to your customers.
n Workshop B - Knowledge Management
In this interactive workshop, you will learn about how to track knowl-
edge of your team, how to rollout/share knowledge, and how to share
known issues so you can capture the knowedge.
n 15.30 How to improve your margin on Full Service & Repair Contracts
n 16.10 Live Case Study
This session will take you straight into a manufacturer’s field service operations. The case study will start with an overview of a challenge
encountered by the manufacturer; then, the session will take a look at IT solutions the manufacturer sourced to overcome the challenge and
its implementation. After, manufacturer will give an insight into the results and ROI. Finally, the session will finish with a testimonial from the
manufacturer’s customer about the new service improvements.
n 17.10 Evening Networking Program
The evening networking program is your opportunity to meet and network with your peers in a cozy and relaxed atmosphere,to push the discussions
deeper and make contacts that last a lifetime.
Agenda 2015
Tuesday - June 2nd
2015
Discussion points:
• Grow by selling a broader service product portfolio
• Strategy to retain and increase percentage of service contracts
• How to bind customers to the manufacturer and ensure they use
accredited dealers
• Balancing customer number increase vs.field technician investmen
+
15.00 General Registration & Conference Opens
The evening will include:+
• Speed Dating Networking • After Dinner Networking activities• Firestarters • Dinner Banquet

Wednesday - June 3rd
2015
n 08.10 Morning Masterclasses
n 09.10 How Aftersales Service increases customer
loyalty
With increasing competition on products only one thing can really
differentiate you from the others. Service is therefore increasing in
importance and the execution has to be flawless and a good after sales
service actually helps increase you customer loyalty and possible
future sales.
n 09.40 Case Study: Automating Service Scheduling
& Dispatching
This session will look into how to provide a fast, best-in-class service
experience to your customers by overcoming fragmented processes
and lack of visibility into field resources.
Anne Stømner
Technical Operations Manager
Nestlé Nespresso
Agenda 2015
Using Tools and Technology to direct,
monitor, and measure performance
Transforming Field Service into a Profit
Powerhouse
Global Training of field engineers
Masterclass A Masterclass B Masterclass C
n 09.00 Changeover
Discussion points:
• Understanding customer needs to create value and focus on the right
services
• How to integrate sales in an after sales environment and vice versa
+
Discussion points:
• Alook into an end-to-end,single solution with mobility to automate
both planned and reactive service scheduling and dispatch.
• Get a rich understanding of the products being serviced and
integrates service processes with necessary resources including:
technicians,equipment,parts required,and inventory locations
• Ensure that service is scheduled when the right technicians and parts
are available and aligned with service level agreements,improves first
time fix rates and overall technician productivity
+
Speaker TBA
10.10 Networking Break and 1-to-1 meetings

n 13.15 Resource Optimization: developing
the competence of current and coming
talent
n 13.15 How to use the latest technology
trends to improve your business
Internet of things, Big data, remote Service
are all trendy topics, but how do they help us
increase Customer Satisfaction, revenues and
productivity. How to go from technology to
a clear business strategy. Is our organization
ready for this change?
n 13.15 Standardization of practices in a
Service Business
A case study on key strategic initiatives to
increase service levels at Pentair and how to
roll out global service strategy across regions.
Agenda 2015
Roundtable discussions are often one of the most appreciated features at our events,because they allow participants to share experiences,
success and failures alike, in a more intimate setting. In stimulating work atmosphere, the participants discuss new perspectives and ideas
around a specific topic and the under the guidance of an assigned moderator. After 40 minutes, the discussions end and participants move
on to the next table. You will experience intensive discussions, share innovative ideas and identify practical solutions.
Topics (subject to change):
Round 1:
Service Digitalization Soft Skills Training of
Engineers
Increasing efficiency
… not through IT
Managing resources in a
complex network
Paul-John Oliver, Head of Field
Service Worldwide Customer
Services,Airbus Customer
Support
Proactive Maintenance
Timo Hellgren,Vice President
After Sales, Bentec
Round 2:
Mobility Cloud Scheduling & Dispatching Remote Diagnostics Knowledge Management
n 10.45 Executive Circles
12.15 Networking Lunch
Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency
Discussion points:
• Training strategy
• Transfer of knowledge from experience
technicians to new recruits
• How to ensure the knowledge of service
technicians is on par with technological
developments of the machines they service
+
Brian Dahl Steinicke Thomsen, Head
of Operations and Regional Support,
Siemens Wind Power
Discussion points:
• Most of the companies start with the
technology development, before having a
clear value proposition in mind
• How do we match the technology to our
business goals
• Key success factor for a successful roll
out of differentiated service offering using
technology
• What do we need to change in the
organization to embrace this new offerings
+
Discussion points:
• Service Strategy development over
process optimization
• Technical conceptualization and
implementation of the service business
solution in field service operations
+
André P. Skerlavaj, Director Global
Service Strategy, Pentair
Arno Strötgen, Group Vice President
Global Head of Customer Service,
ABB Robotics

n 13.45 Developing the soft skills of
field engineers
Field engineers see your customers more
often than any of the sales staff, and as such
have a strong relation and are trusted by your
customers.This session will inform you how
to leverage on this to sell more and generate
leads within your installed base.
n 14.15 Gamification
How can service organizations introduce
gamification to sparkle cultural changes in
their field operations? From adoption of new
field technologies to conclusion of admin
work, gamification can help motive and
reward your employees for their outstanding
performance.
n 13.45 Wearables Technology
New technological advancements in supportive
gears for field engineers is bringing a whole
new level of service support. This session will
explore wearables technology such as smart
glasses and watches and how to utilize them to
bring real time added value for both your field
engineers and your customers.
n 14.15 The Industrial Internet
IoT is a recurring buzz word, of which analysts
predict billions of devices will be connected
to the internet in the near future. However,
what is it really, and how can it benefit the
manufacturing industry?
n 13.45 Successful cultural transformation
towards service
Manufacturers strive to change their cultural
mindset to truly transform from product
manufacturer to service provider. However,
what are the opportunities and challenges
to transform an industrial company into a
service-oriented enterprise?
n 14.15 Managing global service
operations
The session will look into how to man-
age a service organization: the structure
from scratch to service/repair. How to use
resource pooling between units and partners
with different business models based on ser-
vice differentiation and global set-up in order
to serve customers across the globe.
Agenda 2015
14.45 Networking Break and 1-to-1 meetings
Track 1: Global Workforce Track 2: Smart Services Track 3: Operational Efficiency
Discussion points:
• How and what to sell via engineers?
• How to implement a program to drive
sales via engineers?
• What’s in it for the customer and which
products to sell?
+ Discussion points:
• What are the service opportunities with
Wearables?
• How can technology best be used by field
engineers?
• What is the added value for the customers?
• How can additional business be created
beyond the existing business offerings?
• How to overcome the roadblocks,including
a cultural change process?
• Direct and indirect benefits for an industrial
company to increase service business
+
Discussion points:
• How can gamification drive superior
customer service?
• Howcanitbeusedtosuccessfullysupport
the change management process?
• The role of smart connected products and
services
• Business Model Innovations to leverage
IoT opportunitie
• Combining forces for pro-active market
capture
• Differentiating service: basic vs. expert
• Resource pooling and planning
• Tie-in customer: service agreements
+

Agenda 2015
n 16.45 Chairman closes the conference
n 17.10 One for the road
We welcome you for a closing drink before flying off. A great way to recap and end the conference, in a relaxed atmosphere.
Based on an American-style talk show, the Field Service Studio will
see a host invite 4 service thought-leaders as special guests and
conduct individual 7 minutes interviews before moving on to a more
traditional panel debate discussion, where hot topics will be analysed
from every angle. The studio will end by taking questions directly
from the audience.
Topics (subject to change):
n 15.20 The Field Service Studio
Outsourcing of Field
Workforce
New Technologies
Developing soft skills of
field engineers
Increasing efficiency …
beyond IT solutions
n 16.05 Field Services Virtual Engineers
Wärtsilä has developed a new, innovative tool to connect Field
Services Engineers working at site with remote experts within an
augmented reality environment.
Guido Barbazza
Director Field Services
Wärtsilä
Discussion points:
• Augmented reality as tool to fix complex troubleshooting/repair
activities
• Boost synapses for knowledge share
• Take ship machinery and engine servicing into a digital future
+
Host: Kris Oldland
Editor
Field Service News FIELDSERVICENEWS

Kris Oldland, Editor, Field Service News
Kris Oldland is Editor of Field Service News,
Europe’s leading trade journal for the field
service industries. In this role Kris is able to
combine his passion for technology with the
experience of a decade dedicated to developing
and establishing excellent standards for
customer service in some of the UK’s highest
profile hospitality and retail chains. An
inquisitive, probing journalist and a gifted
writer with an uncanny ability to take detailed
analysis of complex issues and translate the
most salient points into an easily understood
context,Kris has spent nearly ten years honing
his craft in B2B media covering topics as
varied as finance, music and even fire juggling
before returning to Service.
FIELDSERVICENEWS
Per Stjernqvist, Managing Director, Volvo
Construction Equipment
Per is based in Denmark and is a Service Inno-
vation Specialist. He has 10 years with Volvo
Trucks Sales- and Marketing, and from 1997
to present Managing Director. Chairman in
several Volvo owned Construction Equipment
dealerships around Europe. He is currently
working part time as Service Solution advisor
for Volvo CE HQ in Brussels. Former service
advisor assignments: Afghanistan, Kazakh-
stan and Russia. Guest Teacher at Copenha-
gen Business School (MBA and Cand merc).
Speakers 2015
Timo Hellgren, Vice President After Sales,
Bentec
Timo Hellgren holds degrees in electronic
engineering and MBA.Timo started his career
in pulp & paper industry late 80’s and then
moved to mining and metallurgical industry in
early 90’s by working long career in Outo-
tec until 2012. He has large experience as
technology supplier in aftermarket support
services including technical support, spare
parts, up-grades and management. He has
had various responsibilities including manag-
ing and develop global support and service
organizations, productization of service offer-
ing, establish local services operations in dif-
ferent countries, services sales and business
development as well as spare parts business.
Currently he is Vice President Services and
after sales operations in Bentec GmbH and
strengthen their competitive position through
aftermarket business. Bentec develops,
manufactures and delivers high quality, cost
effective and durable drilling and oilfield sys-
tems for harsh and hostile environments that
will fulfill the demanding requirements of the
international oil and gas drilling industry.
Paul-John Oliver, Head of Field Service
Worldwide Customer Services, Airbus
Customer Support
Paul has been with Airbus for the past 10
years, and is currently responsible for deploy-
ment of 330+ field service representatives
worldwide.This is Airbus’front line technical
support team based with their aircraft opera-
tors. Previously, he was Head of Customer
Support for Middle East/Africa/South Asia
region which included introducing the A380
into Emirates. Prior to Airbus Paul held
various roles in BAE Systems in marketing,
commercial contracts and sales. He holds a
Batchelor of Science Degree from Notting-
ham University and a Masters Degree from
Cranfield University.
Anne Stømner,Technical Operations Manager,
Nestlé Nespresso
Anne Stømner has been with Nespresso since
2005, first in customer service for Nordics,
then Nordics and UK. In 2011 she moved
to the technical department taking on the
responsibility for B2B and B2C repairs. In this
function she has been responsible for reno-
vating the service and improving customer
satisfaction.Anne is also in charge of the
Nespresso field service and the development
thereof.
Arno Strötgen, Group Vice President Head
of Global Customer Service, ABB Robotics
Arno is currently the Group VP of customer
service for the Robotics division of ABB. He
has 20 years experience in service, sales and
general management. He was before that
managing director for the Robotics Division
in Spain, with overall responsibility for 180
employees and P&L. He was also previously
a Product Line Manager Field Operations
& Training and responsible to define the
strategy world wide with profit & loss respon-
sibility. He launched two major initiatives
World Wide: the successful launch of Remote
Service, 1,000 robots connected in more than
23 countries after one year of initial launch.
Started RoboCare flat rate service agreements;
and Mobile Field Service Solution for process
optimization.Rollout in more than 10 countries
& several divisions.
Guido Barbazza, Director, Field Services,
Wärtsilä Services Division
Guido Barbazza sailed as engineer on navy,
merchant and passenger vessels and then got
a Master’s degree in mechanical engineer-
ing. After several years of experience in ship
repair and manufacturing activities, in 1991
he started his career in Grandi Motori Trieste
- that later became Wärtsilä - as FS Manager
and then Sales Manager. From 2003 to 2007,
Guido was Vice President, Service,Wärtsilä It-
aly and then for 2 years Director, Field Service
Workshops,Wärtsilä Field Service, member of
Field Service Management Team. During that
period Guido developed and implemented
the Corporate Zero Injury Project, starting
Wärtsilä journey to reach top excellence in
safety. Since 2010 Guido is Director, Field
Services, Delivery Management,Wärtsilä Ser-
vices, member of Delivery Management Team
and Chairman of Field Services Management
Team, accountable for global Field Services
function, (4500 employees, 80 workshops)
with direct management of Delivery Manage-
ment Field Services organisation and Wärtsilä
Land & Sea Academy (700 employees, 10
sites).

Phone:
+46 8 651 10 90
Email:
registration@copperberg.com
Website:
+
+
+
3 Easy ways
to register:
Joinour
LinkedIn Group!
(Field Service Excellence)
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onTwitter!
Twitter: @Prod_Lifecycle
Information - stay updated
TERMS & CONDITIONS
Your booking is binding.You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the
organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and,
a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at
any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the
delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that
have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card
payment directly onsite.
+
+
REGISTRATION:
Early Bird Rate until 28 Feb 2015: 1090 EUR exclVAT
Standard Rate: 1290 EUR (exclVAT)
If you are based outside Europe, contact us for special Extended Travel Discount
Team Send Program
Our agenda is the perfect opportunity for you to bring a cross-functional
team. When attending as a team of five or more you’ll receive additional
benefits, including complimentary registrations or discounts.
Group Booking Offer!
Book 3 get 1 free = 4 delegates
Use code BOOK3, BOOK5 or BOOK8 in the message field and we will
contact you for the additional attendees
Email: registration@copperberg.com
or call hotline: + 46 8 651 10 90

Simon
Wisniewski
Partner Manager
+46 8 12 201 585
simon.wisniewski@copperberg.com
As Partner Manager Simon has been part of our Field Service team from the very beginning.
He has developed our partnership program and his expertise allows him to tailor make your
individual business suit to fit your specific business objectives, this to ensure optimal business
value for the partners and unforgettable events to the audience.
2nd
Annual Field Service Forum
As the leading field service business meeting in Europe, it gathers professionals from global manu-
facturing organizations, to discuss the most business critical issues and to find new ways to take this
industry forward.It’s a great place to get the industry insights,show full potential of product and initiate
new business relations.
Benefits of securing your 2015 partnership now:
1Get direct access to
senior level decision-
makers
2Limited Partner
secure your preferred
features
3Benefit from the Global
Influence the event’s
content
4Support early production
process
5Be among the first to
utilize our newest
lead generation tools
6Benefit from expanded
marketing campaigns
We tailor make your
individual business
suit to fit your
specific business
objectives
7By invitation only; All
attendees are care
fullyscreenedforbusiness
criticalissues

Copperberg
S:t Eriksplan 11, 2 tr
113 20, Stockholm, Sweden
Phone: +46 8 650 02 70
Fax: +46 8 441 07 93
Email: info@copperberg.com
www.copperberg.com
© 2014 Copperberg. All rights reserved.
For more information, email info@copperberg.com or visit www.copperberg.com.
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