Field Service Forum 2014 agenda. Key topics considered to run a successful field service business included knowledge management, workforce planning & scheduling, and competence development. As technicians are the face of the company to the eyes of the customers, there is a great need to have a skilled workforce; however, expertise is running scarcer and scarcer, so the ability to capture knowledge and transfer it from experienced technicians to coming talent is critical. Lastly, having control and visibility of the whole workforce is key to improving response time and thus excelling at customer service. More information http://www.fieldserviceexcellence.com/

1. #fsf2014
2014
YOUR ESSENTIAL EXECUTIVE TOOLKIT Amsterdam, The Netherlands, June 3rd - 4th 2014
PLUS
Presents
IMPROVING
a
event
Find out more at Join us on:
@ www.fieldserviceexcellence.com Field Service Excellence
Twitter: @Prod_Lifecycle
THE
SERVICE
MARGINS

2. 2 Field Service Forum 2014
“52% of
manufacturers
qualify their
field operations
as reactive
By: Thomas Igou
“
A note from the editor
Recently, I conducted a survey on Field Service operations within manufacturing
organizations, and close to 300 respondents gave their feedback to share some light
on current and future opportunities to grow the service business.
Another interesting result that stood out was
the set up of field centers: 77% of respon-dents
have their field operations set up in
several regional locations, whereas only 13%
have their field technicians based in central
locations. This of course stems from a move
to make field service more cost competitive,
and having technicians locally based reduces
time and cost of travels. However, of those
set up in regional locations, there is an almost
even split between organizations whose own
technicians cover the whole globe and those
whose technicians cover only parts of the
globe (the rest is covered through partner-ships
or M&A’s).
Key topics considered to run a successful
field service business included knowledge
management, workforce planning & sched-uling,
and competence development. As
technicians are the face of the company to
the eyes of the customers, there is a great
need to have a skilled workforce; however,
expertise is running scarcer and scarcer, so
the ability to capture knowledge and transfer
it from experienced technicians to coming
talent is critical. Lastly, having control and
visibility of the whole workforce is key to
improving response time and thus excelling at
customer service.
What are your pressing issues for the year?
Continue the conversation with me on LinkedIn
or Twitter.
One of the most interesting statistics
from the market study concerned
reactive/proactive approaches: 52% of
respondents qualified their field service
operations today as reactive, while 40%
said proactive. A meager 8% marked
themselves as predictive. This statistic
goes to show the current immaturity of
the manufacturing industry to excel at
delivering customer service. The positive
note, of course, is that there is great
room for improvement.
Sincerely,
http://www.linkedin.com/in/thomasigou
https://twitter.com/tomigou
Thomas Igou
The Editor

3. Field Service Forum 2014 3
Conference at a - Glance
Tuesday
June 3rd 2014
16.30 Registration
16.55 Welcome Address
17.00 Firestarters Round 1: Coresystems, IFS, Cognizant & Antenna Software
17.30 Networking activities and One-on-One Meetings
18.00 Firestarters Round 2: TOA Tech, SAP & ClickSoftware
18.30 Networking activities and One-on-One Meetings
19.45 Networking Dinner Program
Wednesday
June 4th 2014
08.20 Morning Workshops
Workshop 1
Using Tools and Technology to direct, monitor, and
measure performance
Workshop 2
Transforming Field Service Into a Profit Powerhouse
09.15 Conference Opens
09.20 Keynote: Evolutions in deployment of Field Service for a major aircraft manufacturer
10.00 Keynote: Optimizing service sales to boost profit and customer loyalty
10.30 Networking Break and One-on-One Meetings
11.00 Technology Focus Sessions
Optimizing workforce
performance under changing
conditions
Delivering mobile workforce
management at Fortum:
A case study
The best maintenance has the
right blend
SAP Cloud for Service - Deliver exceptional
Customer Service
12.35 Networking Lunch
13.35 Executive Circles
13.35 Round 1
14.15 Round 2
Use your field engineers to grow
Revenue and Relations
14.55 Networking Break and One-on-One Meetings
Measuring and managing a field
operation effectively
REPAIR/PREPARE to grow
Changing the game in change management
15.30 Building and managing Global Service for bespoke Lifting Equipment
16.00 Overall Performance Management: Linking the service business to financial results
16.30 Case Study: Wärtsilä’s Professional Skills Management Systems
17.00 One for the Road

4. 4 Field Service Forum 2014
Agenda 2014
n 16.30 Registration
n 16.55 Welcome Address
n 17.00 Firestarters Round 1: Coresystems, IFS, Cognizant & Antenna Software
n 17.30 Networking activities and One-on-One Meetings
n 18.00 Firestarters Round 2: TOA Tech, SAP & ClickSoftware
n 18.30 Networking activities and One-on-One Meetings
n 19.45 Networking Dinner Program
n 08.20 Morning Workshop 1 - Using Tools and Technology
to direct, monitor, and measure performance
In order to derive maximum profit contribution from your service business
you have to plan, execute, and measure every service event.Who is going to
work on a service call, when, and how did they do? This cycle never ends.
Field service is managing to customer expectations and executing a plan.
Each service event is a small plan to deliver on a customer commitment. We
want deliver on that plan with the smallest cost and receive what we expect
for anticipated revenue. The customer wants what was promised. At IFS we
build packaged solutions for our customers to address this service cycle.
Please join us, with one of our premier customers, Ericsson, to discuss what
tools are available for scheduling, planning, delivering, and measuring your
service performance. This includes the financial performance, personnel
performance, and customer delivery operational performance.
n 08.20 Morning Workshop 2 - Transforming Field
Service Into a Profit Powerhouse
Did you know that service revenue is the top priority for half of all field ser-vice
executive according to The Service Council? Field service, more than
ever, is now seen by CEOs as the next big driver of revenue and growth
within the company, but how do companies make growing service profit-ability
a reality? In this session, learn how your people, your processes
and your technology are the key to turning your field service organisation
into a profit powerhouse.
Tuesday - June 3rd 2014
Wednesday - June 4th 2014
Discussion points:
+
• Learn how to leverage your engineers in the field to drive more revenue
for your organization
• Understand the culture and strategies required to become a true
revenue generator
• See how detailed metrics and dashboards can give you greater insights
into your field service workforce
• Hear real company success stories
Dave Hart
VP of Global Customer Transformation
ServiceMax
Discussion points:
+
• What roles do optimized scheduling play in directing field planning
and managing customer expectations?
• How can service levels be measured in terms of cost and revenue to
the business?
• What operations systems need to be in place to control and measure
financial performance?
• How can you use your technology platform to measure field worker
effectiveness?
• How do we provide this feedback to workers and managers on a
real-time basis?
• Can these systems enable you to move to management by exception?
Tom DeVroy
Senior Advisor Field Service Management
IFS
Christian Duer
Region Head for Network Rollout and Field
Services Northern Europe & Central Asia
Ericsson AB

5. Field Service Forum 2014 5
n 09.15 Conference Opens
n 09.20 Evolutions in deployment of Field Service for
a major aircraft manufacturer
Significant changes in the customer environment and in the industry at
large mean we have to continuously rethink our deployment strategy,
above all we have to be ready to adapt. Airbus has been developing the
“hub concept”, having different hubs around the globe with different
people in strategic positions, and moving to fill their workforce with
regional reps.
Paul-John Oliver
Head of Field Service Worldwide Customer Services
Airbus Customer Support
Discussion points:
+
• How to continuously review your deployment strategies
• Importance to be innovative in evolving deployment strategies
• How to continuously measure the effective and be ready to move fast
n 10.00 Optimizing service sales to boost profit and
customer loyalty
With increasing pressure on product sales, more companies value sales
of aftermarket services higher. Not only to gain valuable revenue, but also
to build customers confidence in suppliers reliability for future product
sales – especially when competition from low cost countries removes the
traditional arguments that used to support the product sales. In addition,
there is a constant need to support service sales to more proactive sales
without being dependent on back office customer service to produce
quotes. Focusing on understanding customer needs rather than on sales
administration create customer value and increase sales force productivity.
Anders Strömquist
Manager Business Development
ABB
Discussion points:
+
• How to improve knowledge transfer to enable quicker and more correct
quotes of aftermarket products
• How to make service sales the hottest topic in the sales organization to
boost both profits and customer loyalty
• Understanding customer needs to create value and increase sales force
productivity
10.30 Networking Break and One-to-One Meetings
Room 1 Room 2 Room 3
n 11.00 Optimizing workforce
performance under changing conditions
Automated scheduling systems can create a
great workforce plan according to constraints
and priorities that are pre-defined, but field
service is innately unpredictable so what if
conditions change? What if those constraints
and priorities no longer apply to the same
degree? How can we rapidly investigate and
apply potential improvements?
• A new contract may be won - how many
more technicians will be needed and where
should they be located?
• A technician goes off sick with the
consequence that not all jobs can be
completed within their SLA targets. To what
extent can the targets be relaxed in order to
get all jobs done?
Pat Noble
Service Management Centre of
Excellence, Operations Manager
Worldwide
IFS
n 11.00 Delivering mobile workforce
management at Fortum: A case study
In this session, Fortum, a leading Nordic utilities
company, will provide practical insights on
how it has worked to deploy a winning mobile
formula with Cognizant and Pega.
• Production and quality control
• Sales and distribution
• Post sales, inspections and warranty
• Field Service, Asset Management and other
mobile workforce management solutions
n 11.00 Measuring and managing a
field operation effectively
For anyone providing field service, visibility is key.
Emerging technology now allows organizations
to manage their work, mobile workers, fleet
and assets in one place, giving the complete
view businesses need to run an effective and
efficient field operation.
• Utilising metrics and analytics to manage
performance and deliver service excellence
• Managing both reactive and preventative
maintenance from one tool
• Expanding visibility by managing all your
mobile assets, people and vehicles in one place
Martin Brolin
System Manager &
Solution Architect
Fortum
Aubrey Fox
Solutions Expert, Scheduling and
Field Service
Trimble Field Service Management
11.00 Technology Focus Sessions

6. 6 Field Service Forum 2014
Room 1 Room 2 Room 3
n 12.00 SAP Cloud for Service - Deliver
exceptional Customer Service
SAP Cloud for Service is a complete Service
Solution based in the Cloud which offers deep
Field Service capabilities. With a native ERP
integration, full featured mobile experience
and social collaboration capabilities it is a solution
which enables you to deliver exceptional customer
service. Take the opportunity to get the latest in-sights
and see the Service and Mobile Solution live!
• Advantages and benefits of having a cloud
service management for a more mobile workforce
• Service management Roadmap and Demo
Thilo Kerner
Director EMEA LoB
Customer
SAP
n 13.35 EXECUTIVE CIRCLES
Resource Optimization & Performance Management
Christian Duer, Region Head for Network Rollout
and Field Services Northern Europe & Central
Asia, Ericsson AB
Knowledge Management
Jos De Boes, GM Customer Service Support,
Toyota Motor
Field Service Offering: standardized and customized
portfolio
Per Enochsson, Director
Maintenance & Spare Parts, Tetra Pak
From Reactive to Proactive
Timo Hellgren, Vice President After Sales,
Bentec
13.35 Round 1:
12.35 Networking Lunch
n 12.00 Changing the game in change
management
ClickSoftware will present how service companies
can introduce gamification and other tools to
sparkle cultural changes in their field operations.
From adoption of new field technologies to
conclusion of admin work, gamification and other
tools can help motivate and reward your employees
for their outstanding performance.
• How can gamification drive superior
customer service?
• How can it be used to successfully support
the change management process?
n 11.30 The best maintenance has the
right blend
We have the gut feeling that preventive and
predictive maintenance is preferred over
corrective and reactive, but how do we know?
And is it always better? At Scania, we have
used the Life Cycle Profit (LCP) concept to
answer those questions.
• Corrective, preventive, predictive - what is
the best blend?
• LCP Simulation Tool - a way to estimate True
Downtime Cost
n 11.30 Use your field engineers to grow
Revenue and Relations
Engineers see your customers probably more
often than any of the sales staff and have a strong
relation and are trusted by your customers. This
session will inform you how to leverage on this to
sell accessories and generate leads within your
installed base. It shows how to implement this
program, the benefits for the customer, what’s in
it for the engineer and the company.
• 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?
Rokus Harder
Director Field Support and
Education MRI
Philips Healthcare
n 11.30 REPAIR/PREPARE to grow
Listen to an inspiring case study from Coca-
Cola Enterprises service activities relating to
their vending and cooling machines, and their
strategy to grow.
• About CCE/ Cooler Services
• System requirements and choice of system
• Embedding & engagement
• Future enhancements
Linking Spare Parts with Field Service to drive sales
Menrad Wesp, Head of Customer Support
Operations, Outotec
From “box focus” to selling services
Wojtek Bulatowicz, Senior Manager, Services &
Solutions, Welch Allyn
Silvio Douven
Account Executive Western
Region EMEA
ClickSoftware
Anna Pernestål
Head of Preventive Maintenance
Development
Scania CV
Paul Vissers
Associate Director Field Technical
Services BNL
Coca-Cola Enterprises
Table 1 Table 2 Table 3
Table 4 Table 5 Table 6

7. Table 1 Table 2 Table 3
Service Transformation
Companies need to innovate their business models
to adapt to the service requirements of today and
tomorrow. How can Service Executives plan to handle the
challenges of service transformation to stay ahead of
the game?
14.55 Networking Break and One-to-One Meetings
n 16.00 Overall Performance Management: Linking
the service business to financial results
One of the main challenges for manufacturers is to address the profit-ability
issue of the service business. The session will give a best practice
of Heidelberger’s approach to their performance management by linking
technology, process, and operational aspects to the financial results.
Garo Derderian
VP, Head of Service Excellence
Heidelberger Druckmaschinen AG
Field Service Forum 2014 7
Share strategies on how you can control cost without
impacting customer service, by looking at customer
friendly predictive workforce optimization, how to
never miss an SLA, first time problem resolution, M2M
Can you support your service sales team to be your top
selling force by understanding customer needs better and
Discussion points:
+
+
Reduce cost without impacting
customer service delivery
technologies and more.
Jeffrey Wartgow, VP Product Marketing, TOA
Technologies
Improving sales success on the shop floor
reducing internal administration.
• Best Practices and lessons learned
• How to link technology, processes and operational side to financial
results to achieve financial goal
• What are the challenges to performance management on a global scale,
when services occur in different regions
n 16.30 Case Study: Wärtsilä’s Professional Skills
Management System
Wärtsilä developed a Professional Skills Management System to support top
field service professionals. The target is to increase customer satisfaction via
assignment of the most suitable engineers to the various works and to keep
employees motivated by development paths.
Guido Barbazza
Director Field Services
Wärtsilä
Discussion points:
+
• Field Services organization’s main assets is people and their
competences
• How to know what engineers are capable to do and what are their
potential for future growth?
• Insight into the program: special system to classify, record, trace,
develop the professional skills of its field service billable engineers
• How to connect the system with a global planning board to achieve
the best assignment of engineers to work
17.00 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.
14.15 Round 2:
n 15.30 Building and managing Global Service for
bespoke Lifting Equipment
The session will look into how to develop a service organization: the
structure from scratch to service/repair within a lifting equipment
organization that is part of a larger OEM. How to use resource pooling
between Business Units with different business models (B2B vs. B2C)
based on service differentiation and global set-up.
Ferenc Schottner
Head of Service
Palfinger Dreggen A/S
Discussion points:
• Combining forces for pro-active market capture
• Differentiating service: basic vs. expert
• Resource pooling and planning
• Tie-in Customers: service agreements on bespoke equipment
Workforce Planning & Scheduling
Tom DeVroy, Senior Advisor
Field Service Management, IFS
Ivo Ruckstuhl, Head of Mobile Solutions,
Coresystems
Scheduling & Cloud
Silvio Douven, Account Executive Western
Region EMEA, Clicksoftware
Thilo Kerner, Director EMEA LoB, SAP Håkan Gill, Partner, byBrick Interface AB
Powering innovative mobile workforce management:
from the factory floor to the front line
Explore how to build, integrate and manage better mobile
solutions to deliver benefit across critical areas
Steve Harding, Sales director EMEA, Pega
Vibhor Singh, Associate Director - Projects,
Cognizant Technology Solutions
Table 4 Table 5 Table 6

8. 8 Field Service Forum 2014
Anders Strömquist, Manager Business Development, ABB
Anders started his career at ABB, formerly ASEA in 1983 and
has held various positions within the company. Anders also
has several years at IBM where he held a global management
position at IBM Global Financing. Since a number of years he
is back at ABB in the service business responsible for business
development at ABB Robotics parts & logistics.
Tom DeVroy, Senior Advisor Field Service Management, IFS
Tom has been with IFS Field Service Management for 15 years
in sales, pre-sales, and consulting roles. In his current capacity he
analyzes customer’s requirements and defines how IFS Service
solutions meet those needs. Tom has worked as a Service Manage-ment
consultant, been a VP-Sales for Metrix, and managed
the Professional Services organization there. Prior to IFS Tom
worked for Hewlett-Packard for ten years in various roles. Tom
has worked on projects for field service and reverse logistics businesses
the likes of Ericsson, Xerox, Home Depot, Sysmex, Honeywell, Cisco, and
other enterprise service businesses. Tom will be discussing IFS’s new Enter-prise
Service Management product platforms throughout the conference.
Ferenc Schottner, Head of Service, Palfinger Dreggen A/S
Ferenc Schottner (transportation / logistics engineer) is a
product support professional with two decades of experience
in the field of Spare Parts Management and Service Operations.
He has vast knowledge on supporting remote areas of heavy
machinery operations globally in both B2B and B2C environments. He possesses
a significant track record in not just organizing, building and managing parts &
service activities, but also in successfully introducing and selling Global Field
Service as a Product to Global Customers.
Aubrey Fox, Solutions Expert, Scheduling and Field Service,
Trimble Field Service Management
As a Solutions Expert, Aubrey is responsible for managing the
cloud-based Work Management solution for Trimble Field Service
Management, a position he has held since 2010. Aubrey joined
Trimble in 2002 as a solutions engineer and has been specialising in
the workforce management, scheduling and optimisation solution suite for
over 10 years. Prior to joining Trimble, Aubrey gained considerable industry
experience in a number of positions. Beginning his career as a database
designer in the Space and Defence group, Aubrey excelled to role of a
developer in the relational database products group at Logica. Following
this, he held the position of implementation consultant at relational data-base
company Ingres, and then Oracle, before transitioning to a systems
engineer for various start-ups in the UK: Prism Solutions, MEI CPG and
Viryanet. Aubrey holds a first class degree in Computer Science from the
University of Aston in Birmingham, UK.
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 engineering. 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 Italy 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 Services,
member of Delivery Management Team and Chairman of Field Services Manage-ment
Team, accountable for global Field Services function, (4500 employees,
80 workshops) with direct management of Delivery Management Field Services
organisation and Wärtsilä Land & Sea Academy (700 employees, 10 sites).
Jos De Boes, GM Customer Service Support, Toyota Motor
Joes is the general manager for the customer service support
division of toyota motor ince 2012. He has been at Toyota
since 1990, when he joined from Volvo Trucks. Over the years,
he has held the roles of GM Vehicle Engineering, GM of the
Sales & Sports Conversion Department, GM of the Accessory
Development, and GM of the Customer Service Technical Division,
before moving to his current responsibilities.
Rokus Harder, Director Field Support & Education MRI,
Philips Healthcare
Rokus Harder has over 25 years of experience in all fields
of the service organization, both within country, regional
management and global business unit organizations. Currently
Rokus manages the Field Support & Education department of
Philips Healthcare MRI systems, which is responsible for service, application
support and the continuous training to the field. Prior to this Rokus hold
positions in upstream and downstream lifecycle business, service marketing,
service and project management.
Speakers 2014
Anna Pernestål Brenden, Head of Service Support Solutions,
R&D, Scania CV
Anna Pernestål Brenden is responsible for research, concept
development, and user experience for service support solutions
that are used in Scanias global workshop network. She has a PhD
in Systems Engineering, with focus on probability based diagnostics
and troubleshooting, and has worked with diagnostics and maintenance
research and development for ten years, both as an engineer, project manager
and manager. In 2011 she gained the award “Female Technician of the Year”.
Dave Hart, VP of Global Customer Transformation, ServiceMax
Dave Hart is Vice President of Global Customer Transformation
at ServiceMax, where he focuses on working with prospects and
existing customers to understand and unlock the true value their
field service organizations. Having started his career as a field
service engineer, Hart has decades of field service management and
customer transformation experience, most recently leading Pitney Bowes’ entire
European Service division. During his more than a decade at Pitney Bowes, Hart
also managed the international DMT service group, UK global mailing solutions
group, and national operations of Pitney Bowes Management Services.
Thilo Kerner, Director EMEA LoB Customer, SAP
Thilo is Director of the EMEA LoB Customer organization within SAP.
With 14 years of Service management experience at SAP he worked
with over 200 companies in order to streamline their service busi-ness.
He started his career as a Consultant and Project Manager
implementing global Service Management Solutions. After a stop
as Field Service Manager he joined the Business Development team
and developed regional and global programs in the area of Service management.
Martin Brolin, System Manager & Solution Architect,
Fortum
Martin Brolin is System Manager and Solution Architect within
Fortum O&M IT and handles Fortum’s mobility business. He
joined Fortum in 2011, having a background of managing Business
Development projects within the O&M side before taking up his
present role.
Wojtek Bulatowicz, Senior Manager, Services & Solutions,
Welch Allyn
For over 15 years Wojtek Bulatowicz has been managing global
services through all stages of the lifecycle – strategic planning,
design, implementation, delivery, and sales. When with Hewlett
Packard he has been WW Product Manager for eSupport and Case
Exchange, and managing Global Business Process Architecture team. Currently,
he is with Welch Allyn managing its Services and Solutions organization in
Europe, Middle East, and Indian Subcontinent. He is Polish national, after
spending 20 year in the United States, he just moved to the Netherlands and is
based in Leiden – Welch Allyn’s European and Middle East Headquarters.

9. Field Service Forum 2014 9
Speakers 2014
Garo Derderian, VP, Head of Service Excellence, Heidelberger
Druckmaschinen AG
He is responsible for designing, developing, implementing and
managing of company’s worldwide excellence and efficiency
improvement programs for the Business Area Systemservice.
Garo Derderian leads most of the initiatives improving service
operation and performance across the world with top level management
of Business Area P&L. His focus and continuous work include also future
intelligent integration of operational, financial and information technology
best practices using business analytics methods. He is a recognized global
leader with experience from the most industrial countries and emerging
markets in the world with 20+ years of excellence in project and program
management and 7+ years in service management. Garo Derderian studied
Systems Engineering, graduated in Medical Informatics and holds various
professional certifications in IT and Lean Business Management.
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 deployment of 330+ field service representatives
worldwide. This is Airbus’ front line technical support team based
with their aircraft operators. 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 Nottingham University and a Masters Degree from Cranfield
University.
Håkan Gill, Partner, byBrick Interface AB
Håkan Gill has 18 years of experience from creating digital
solutions for B2B businesses. With a broad understanding of
technology as well as business dynamics, his abilities covers
all aspects from conceptual idea to development of technical
solutions with a strong foundation in the commercial reality most
of our industrial customers face. With a background in e-learning, his pas-sion
for system usability doesn’t stop with technical functionality, but also
covers user ability from start to end. Håkan has been a partner at byBrick
for 7 years and have dedicated the last 4 years to develop the Care Service
Sales concept for industrial customers and is now Managing the Service
Sales Tools Unit within byBrick. Finding the ideas that help our customers
reach their sales goals is what makes him go to work every morning. byBrick
is a group of companies with 75 employees in Stockholm, Gothenburg and
Västerås, Sweden, with representation in Copenhagen, Helsinki and London.
Jeffrey Wartgow, Vice President of Product Marketing, TOA
Technologies
Jeffrey Wartgow is responsible for TOA’s Product Marketing team.
Prior to this role, Jeffrey led TOA’s Channels and Alliances or-ganization.
Before coming to TOA, Jeffrey spent two and a half
years as a Director at FTI Consulting in San Francisco, where he
was charged with developing the company’s first formal partner
program. Prior to FTI, Jeffrey served seven years with Dell Inc. During this
time he managed Dell’s Strategic Alliances for Europe, the Middle East and
Africa as well as Dell’s New Partner Evaluation program. Jeffre also led Dell’s
Competitive Intelligence team focusing on enterprise products. Jeffrey
holds a BBA from the University of Notre Dame, an MBA from the University
of Colorado, and a Masters of International Management from Thunderbird,
The American Graduate School of International Management.
Ivo Ruckstuhl, Head of Mobile Solutions, Coresystems
Ivo Ruckstuhl is a member of the Executive Board of coresystems
and Head of Mobile Solutions. In this role he is responsible
for coresystems’ Service Cloud products and the successful
project delivery and integration at customers. Prior to joining
coresystems, Ivo Ruckstuhl held various management positions at Zühlke
Engineering, including Executive Director of Enterprise Solutions and group
Chief Information Security Officer. He was most recently Head of Strategic
Initiatives & Innovation at Zühlke, where he led the cloud computing, near-shoring,
and data analytics initiatives.
Christian Duer, Region Head for Network Rollout and Field
Services N. Europe & Central Asia, Ericsson AB
Christian has 25 years of management experience, both in
periods of rapid growth and downsizing from Europe, the
Middle East, Central Asia and the USA, within the construction
and telecommunication service sectors.
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 Outotec 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 managing and develop global support and service organizations,
productization of service offering, establish local services operations in differ-ent
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 systems for harsh and hostile environments that
will fulfill the demanding requirements of the international oil and gas drilling
industry.
Paul Vissers, Associate Director Field Technical
Services BNL, Coca-Cola Enterprises
Paul has been at Coca-Cola Enterprises since 2007. Before that,
he has experiences in organizations like Rucanor, Fedex, and
Capespan International. He also spent 13 years in the
Dutch Army within the transport and distribution division.
Pat Noble, Service Management Centre of Excellence,
Operations Manager Worldwide, IFS
Forty years in service management initially as field service engineer
then as a director of a medium sized IT field service provider and
subsequently director of three different software houses designing
and marketing service management software. Now has particular
focus on optimised resource scheduling for field service organisations.
Silvio Douven, Account Executive Western Region EMEA,
Clicksoftware
Silvio Douven has 13 years’ international experience in the
Field Service Management software industry working with
Mobile Workforce Management Solutions, ERP and Resource
Management. Silvio has worked closely to several leading
companies and has gained a great understanding of typical business chal-lenges
and expected results, and well as played the crucial role of educating
companies on best practices and change management to achieve success-ful
results.
Steve Harding, Sales Director, EMEA, Pega
Steve Harding is the Sales Director for the Mobile Business
Group at Pegasystems, Inc. where he manages sales, pre-sales,
and business development across the region. With 20 years
of experience in mobile, he has held positions at PHH Europe,
BT, O2 and Orange, and is passionate about how transformative
mobile can be for businesses.
Vibhor Singh, Associate Director - Projects, Cognizant
Technology Solutions
Vibhor Singh is Associate Director - Projects at Cognizant,
Europe where he manages business and technology consulting
business, directly working with clients in EMEA region. With 15
years industry experience his focus areas have been driving
implementation of Enterprise Wide Solutions including mobility in Sales,
Service and Marketing space – enabling commercial excellence.

10. About ClickSoftware
ClickSoftware is the leading provider of mobile workforce management
and service optimisation solutions, supporting over half a million field
resources globally, across several industries. It creates value for service
companies by increasing productivity and customer satisfaction and
reducing operational costs. Customers include: Portugal Telecom, Bell
Canada, Anglian Water, Xerox, Bosch and Ricoh.
About ServiceMax
ServiceMax is the only complete suite of cloud-based, social and mobile
field service applications. ServiceMax gives companies unprecedented
capabilities in field service to increase revenue, perfect field service
delivery, and delight customers. Companies use ServiceMax to manage
the entire field service process including scheduling, parts and contracts.
Customers include large enterprises such as Dupont, Elekta, and Electrolux,
and smaller companies such as McKinley Equipment and Kinetico.
10 Field Service Forum 2014
Partners
About SAP
SAP offers a differentiated solution that enhance customer satisfaction,
increase service revenue, and improve efficiency of customer service
operations. Unlike other customer service solutions that only provide
a siloed view of the customer and require significant integration for
executing the complete customer data and service process, the SAP
solution is designed out-of-the-box to provide your customer service
and field service agents all the right knowledge, resources, tools and
insight to surpass customer expectations every time through appropriate
channels of interaction. With the SAP solution and insights (gained
from it), you can deliver the right service level to the right customer,
thereby maximising your return on investment. A delighted customer
is also an attractive customer for selling additional products and
services. The SAP solution makes it very easy for companies to bundle
together relevant products, services and prices and make smart recom-mendations
in real-time to increase service revenues and profitability.
About IFS
Around the globe, aftermarket service providers using IFS Applications™
are running their businesses more smoothly and efficiently because
they get complete visibility and control throughout their operations.
An end-to-end solution, IFS Applications™ supports field service
and depot repairs with solutions for service contract management,
mobility, scheduling, repairs and logistics—in several countries at the
same time if required. Moreover, it is documented easy to use and
learn, with lower training costs and increased productivity as a result.
And because it is component-based, IFS Applications™ sits neatly
alongside whatever legacy systems companies are using to support
their manufacturing, financials or other business processes.
IFS is a public company founded in 1983 that develops, supplies, and
implements IFS Applications™, a component-based extended ERP
suite built on SOA technology. IFS focuses on industries where any
of four core processes are strategic: Service & asset management,
manufacturing, supply chain and projects. The company has 2,000
customers and is present in approximately 60 countries with 2,800
employees in total. To learn more, visit www.ifsworld.com
About Antenna Software
Antenna Software, now part of Pegasystems, enables global enterprises
to build, integrate, and manage mobile applications and content.
Through its powerful platform, the Pega Application Mobility Platform
(AMP), Antenna helps organizations around the world to mobilize
crucial business processes from the field to the front office. Hundreds
of large enterprises around the world rely on Antenna as their trusted
mobility partner. Antenna is a Pegasystems business group.
About byBrick
byBrick provides custom digital tools that increase efficiency in marketing
and sales for global industrial companies. Using web technologies,
mobile devices and 3D, the tools assist our customers in presentation,
argumentation and configuration of their solutions and products.
byBrick Qik is a tool that focuses on field sales. Qik enables the sales
person to fully customize and quote a complete service solution within
minutes. With Qik, some customers have seen their service sales
multiply up to 10 times after implementation.
About Cognizant
Cognizant is a leading provider of information
technology, consulting, and business process outsourcing services,
dedicated to helping the world’s leading companies build stronger
businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant
combines a passion for client satisfaction, technology innovation,
deep industry and business process expertise, and a global, collaborative
workforce that embodies the future of work.
Cognizant is a member of the NASDAQ-100, Fortune 500 and is ranked
among the top performing and fastest growing companies in the
world. Visit us online at www.cognizant.com or follow us on Twitter:
Cognizant
www.sap.com
www.clicksoftware.com
www.servicemax.com
www.ifsworld.com/en
www.antennasoftware.com
www.bybrick.se/en
www.cognizant.com

11. About Trimble
Trimble’s Field Service Management Division provides visibility into
field and fleet operations so businesses can streamline efficiency and
increase productivity. The Field Service Management suite includes
Fleet Management, Work Management and Scheduling, Worker Safety
and Mobility solutions that transform the effectiveness of work, workers
and assets in the field. The cloud-based portfolio allows Trimble to
offer customers industry-specific, enterprise-level solutions for exceptional
performance and ease of use.
Field Service Forum 2014 11
Partners
About coresystems
coresystems is an award-winning cloud-based mobile business
solutions company. The company builds innovative platforms, tools
and applications that enable small, medium and large companies to
effectively manage their business processes and better serve their
customers. Over 100,000 users throughout the world in a range
of industries use coresystems’ apps to quickly navigate, capture,
record and report on highly complex business processes. In addition,
coresystems has a team of qualified consultants to guide complex ERP
projects to find solutions that best fit customer needs. Headquartered in
Windisch, Switzerland, coresystems was founded in 2002 and currently
has several offices around the world, including London, New York, Sao
Paolo and Shanghai.
About Toughshield
Toughshield provides rugged mobile computing for business customers
globally, from independent trades to corporations. Our devices combine
the durability required by workers in harsh conditions with the ease of
use and design of consumer devices, but at more affordable pricing.
Central to our proposition and what makes us unique is our multi-national
after sales service levels that businesses have come to expect from
enterprise mobility solutions, delivering confidence and greater efficiency.
The Toughshield range is ideally suited to a number of sectors including
field service, field sales, emergency services, security guarding, facilities
management, domiciliary care, construction, trade work, audit inspection
and transport.
Find out how we can help mobilise your business potential. Visit www.
tough-shield.com
About Honeywell
Honeywell (www.Honeywell.com) is a Fortune 100 diversified technology
and manufacturing leader, serving customers worldwide with
aerospace products and services; control technologies for buildings,
homes and industry; turbochargers; and performance materials.
Based in Morris Township, N.J., Honeywell’s shares are traded on the
New York, London, and Chicago Stock Exchanges. For more news and
information on Honeywell, please visit
www.HoneywellNow.com.
Honeywell Scanning & Mobility (HSM) is part of the Automation
and Control Solutions (ACS) business group of Honeywell. HSM is a
leading manufacturer of high-performance image- and laser-based
data collection hardware, including rugged mobile computers and
bar code scanners, radio frequency identification solutions, voice-enabled
workflow and printing solutions. With the broadest product
portfolios in the automatic identification and data collection industry,
HSM provides data collection hardware for retail, healthcare, and
transportation and logistics companies seeking to improve operations
and enhance customer service. Additionally, HSM provides advanced
software, service and professional solutions that help customers
effectively manage data and assets. HSM products are sold worldwide
through a network of distributor and reseller partners.
About TOA Technologies
TOA Technologies is a global provider of field service and mobile work-force
management software solutions. ETAdirect, TOA’s platform, uses
patented time-based pattern recognition and predictive analytics to provide
the most accurate field service optimization application on the market.
This unique approach to field service management delivers immediate
and lasting return on investment in improved customer service and
reduced operational costs. The only complete cloud application suite
on the market, TOA’s solutions are quickly deployed, highly configurable
and easily integrated with existing CRM, ERP and other systems.
Across four continents, ETAdirect manages mobile workforces for
some of the world’s most recognizable global brands in the satellite/
cable/broadband, telecom, utilities, insurance, home services and
retail industries. TOA Technologies is a Leader in the Gartner Magic
Quadrant for Field Service Management, and is headquartered in
the United States and has offices throughout Europe, Latin America,
Australia and New Zealand.
About ITOS
ITOS is specialized in development and distribution of hardware, firmware
and software for mobile environments and mobile payments. ITOS offers
mobile accessories and software components that transform the
Smartphones and Tablets into powerful tools for mobile workforce.
Our unique products integrate the payments with EMV financial cards
into Smartphones, Tablets and Handheld Computers through complete
payment solutions.
www.trimble.com
http://coresystems.ch/en
http://toatech.com
www.tough-shield.com
http://honeywell.com
http://itos.es

12. 400€ OFF400€ OFF 400€ OFF Manufacturing Business Platforms 2014/2015
400€ OFF Calendar of Events
Copperberg is the specialist events organiser for the Global Manufacturing industry. Dedicated for senior executives from global organisations
- our events are giving you the tools to improve short term results whilst simultaneously designing robust future strategies.
400€ OFF 8th Annual Aftermarket Business Platform 2014
October 22nd - 24th, Amsterdam, The Netherlands
The Aftermarket Business Platform is the leading European event for senior aftermarket executives, attracting 150+ participants from global
organizations. Now in its 7th edition, it focuses on current market challenges on how manufacturing companies can increase growth revenues from
their service divisions through success stories on the following topics: remote service management , spare parts, value based pricing/selling, value
proposition and total cost of ownership, data in the aftermarket, BRIC market strategies. Over the course of three days and plenty of networking
opportunities, participants will be confronted with tools and solutions to current challenges as well megatrends of the future.
www.aftermarketeurope.com
400€ OFF OFF OFF OFF OFF OFF OFF OFF OFF OFF OFF OFF 2nd Enterprise Asset Management 2014
November 11th - 12th, Copenhagen, Denmark
The Enterprise Asset Management is designed to meet the challenges and needs of Asset Management experts and maintenance design managers from
Europe and beyond. Packed with practical case studies from leading organizations in process and manufacturing industry, this two day conference will bring
up-to date topics that any asset professional can relay to. Emerging ISO standards, Asset management holistic approach, Change Management, EAM KPI’s,
Asset Lifecycle Management, Predictive Maintenance, M2M, Mobile EAM are only few of the topics that are going to be discussed at the conference.
www.eameurope.com
www.sparepartseurope.com
3nd Annual Spare Parts Business Platform 2015
February 4th - 5th, Stockholm, Sweden
Spare Parts Business Platform will return in February 2015 for its third edition. Following an extremely successful event, the conference will once again
gather senior spare parts executives for a two day event on how to optimize the spare parts process. The event will delve into topics such as parts pricing,
logistics and forecast, piracy, obsolescence, centralization vs. decentralization of warehouses, inventory management. Participants last year came from
all corners of Europe and offered plenty of networking opportunities to enhance sharing of experiences between peers.
1st Annual Nordic Enterprise Mobility 2015
February, Stockholm, Sweden
The inaugural Nordic Enterprise Mobility will be the first of its kind for large Scandinavian organizations from all sectors, where CIOs and Enterprise
Architects will meet to discuss the challenges and solutions to implement an enterprise mobility strategy across the organization by coordinating and
aligning across business units, setting BYOD/COPE standards, securing the mobile infrastructure, and understanding the business value of mobility as a
supporting technology.
www.defencesupplychain.org
5th Annual Defence Collaboration and Logistics 2015
April, Amsterdam, The Netherlands
The Defence Collaboration and Logistics conference is coming back for the 5th time and this time in Amsterdam. This unique annual 3 day conference is
the only one in Europe and beyond gathering all the relevant stakeholders from the Defence sector and focusing on the current challenges that the Armed
Forces are facing regarding multinational logistics and collaboration, SmartDefence, policies, PPP, outsourcing, supply chain and logistic, trends in
technology and much more.
www.pricingeurope.com
3nd Annual Manufacturing Pricing Excellence Platform 2015
May, Amsterdam, The Netherlands
The Manufacturing Pricing Excellence is designed to meet the needs of pricing decision makers from the Manufacturing industry from Europe and beyond.
Packed with practical case studies from leading organizations across like BMW, LEGO, Eaton, Whirlpool, Assa Abloy, Monsanto, Novozymes, the conference
brings up-to.date topics that any pricing professional can rely on. Effective Pricing Strategies, Change Management, Value Based Pricing, Pricing Confidence
and Price Optimization are only few of the topics that are going to be discussed at the conference.
2nd Annual Field Service Business Platform 2015
June 2015, Amsterdam, Netherlands
The Field Service Business Platform is designed to meet the challenges and needs of service and aftersales professionals from Europe and beyond. Packed
with practical case studies from leading organizations within the manufacturing industry, this two day conference will focus on how to optimize the service
division to turn it into a sustainable profit center. Topics discussed will revolve around mobility, workforce scheduling, predictive maintenance, and knowledge
management to support field technicians and increase customer loyalty.
www.fieldserviceexcellence.com
12 Field Service Forum 2014
www.copperberg.com

13. 400€ OFF • 400€ OFF OFF400€ OFF • 400€ OFF • 400€ OFF • 400€
400€
400€ OFF Make • 400€ sure OFF to • join 400€ us OFF at:
• 400€ OFF • 400€ OFF • 400€ OFF • 400€
October 22nd – 24th 2014, The Grand Hotel Huis ter Duin, The Netherlands
OFF • 400€
400€ OFF • 400€ OFF • 400€ 2014
400€
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OFF 400€ OFF • 400€ OFF • 400€ DRIVERS
OFF • OFF • 400€ FOR
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• 400€ OFF voucher
400€ • 400€ OFF • 400€
OFF 400€ OFF • Use code: FSDAM14
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Speaking organizations 2014
OFF 400€ OFF • 400€ OFF • OFF • 400€ OFF • 400€
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OFF 400€ OFF • 400€ OFF • 400€
PLUSa
event
Join us on:
#ameurope
Presents
@ Find out more at
Aftermarket Europe Group
www.aftermarketeurope.com Twitter: @Prod_Lifecycle
8th Edition
*This offer cannot be claimed retroactively on an already booked ticket. Nor can it be claimed by solution providers, service providers or consultancies selling services to
the delegate audience. The organizer can at any point decline a registration that does not meet the above criterias.

14. 10 14 Field Service Forum 2014
Information - stay updated
+
Join our
LinkedIn Group!
(Field Service Excellence)
+
Follow us
on Twitter!
Twitter: @Prod_Lifecycle
+
3 Easy ways
to register:
Phone:
+46 8 651 10 90
Email:
registration@copperberg.com
Website:
www.fieldserviceexcellence.com
TERMS & CONDITIONS
+
+
REGISTRATION:
Standard Rate: 1290 EUR (excl VAT)
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
Book 5 get 2 free = 7 delegates
Book 8 get 3 free = 11 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
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.

15. FFiieelldd SSeerrvviiccee FFoorruumm 22001144 1151
Venue - Radisson Blu Hotel Amsterdam Airport
This Amsterdam hotel is housed in the Schiphol-Rijk Business Park just minutes from the airport. Enjoy sumptuous
accommodation in 279 rooms and suites with amenities like Free high-speed, wireless Internet. The on-site restaurant
serves regional specialities. The 15 stylish meeting rooms are perfect for hosting business and personal events. Guests can
utilise the free shuttle transport to and from the terminal.
n Directions from the Schiphol Airport
Airport shuttle:
-The hotel offers free shuttle transport to and from the terminal (visit the hotel website for more
information).
Accommodation at Conference Venue:
We have negotiated preferred rates at the conference venue. Please note all delegates are
responsible for booking their own accommodation. Due to the limited availability we recommend
booking as soon as you have received final confirmation that your conference registration has
been successfully processed. Use the recommended link in your booking confirmation or at the
website.
Hotel Booking:
Please note that the special rate has been sold out, please visit the hotel website for alternative
rates: http://www.radissonblu.com/hotel-amsterdamairport
Conference logistics – General Information:
The conference and evening events, including refreshments, is free of charge to invited delegates.
Other costs such as travel, accommodation and general expenses are the responsibility of the
individual delegate.
n Conference Logistics
General Information: Delegate packages include the cost of the conference together with meals and
refreshments. Other costs such as travel, accommodation and general expenses are the responsibility
of the individual delegate. Accommodation can be booked (if rooms are available) at the recommend-ed
Radisson Blu Hotel Amsterdam Airport.
Attire: Business casual attire is recommended for the conference.
Event Coordination: If you have any general queries about the conference, please contact:
Anna Juniak
Email: anna.juniak@midfieldmedia.com
Tel: +46 8 650 02 70
Radisson Blu Hotel Amsterdam Airport, Schiphol
Boeing Avenue 2, Schiphol-Rijk
NL-1119 PB – Amsterdam, Netherlands
Phone: +31 (20) 6553131
Website: http://www.radissonblu.com/hotel-amsterdamairport

16. Rethink Field Service
Transform Field Service
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www.servicemax.com