WELCOME TO THE 3rd ANNUAL FIELD SERVICE FORUM The service business is going through a drastic change, transforming from a cost-centric and reactive approach towards a proactive service offering with high profit margin as companies are pushing to lock-in their customers with long term service agreements. But what effects is that having on field engineers’ jobs, as customer expectations keep rising and the business keeps globalizing? Join us this June in Amsterdam where 150+ field service professionals will share, network, discuss and benchmark on the following three key areas: Field Engineers, Process, Technology. More information: http://www.fieldserviceexcellence.com/

1. JUNE 8 - 9, 2016
NOVOTELAMSTERDAM SCHIPHOLAIRPORT
THE NETHERLANDS
@CopperbergAB
WWW.FIELDSERVICEEXCELLENCE.COM
#fsf2016
Global Growth with
Local Operations
Presents
Presents:
3rd
ANNUAL
Partners
Service

2. The service business is going through a drastic change,transforming from a cost-centric
and reactive approach towards a proactive service offering with high profit margin as
companies are pushing to lock-in their customers with long term service agreements.
But what effects is that having on field engineers’jobs, as customer expectations keep
rising and the business keeps globalizing? Join us this June in Amsterdam where 150+
field service professionals will share, network, discuss and benchmark on the following
three key areas;
Field Engineers
Your service technicians are the face of your business in the eyes of your customers
because they are constantly on the field,at customer sites. But are you doing enough in
competence development? Are you developing their soft skills so that they not only service
your customers,but work on building relationships and setting up future or upsales? And
how does your future workforce look? Are you recruiting the right (and enough) talent?
Process
Globalization is the biggest challenge and opportunity of most businesses today,and same
goes for field service. Customers are being stretched out all over the globe,but have as high
expectations in terms of quality and time of response regardless of where they are located,
so how can service leaders ensure a process of acting on local markets,on a global scale in
order to reduce customer downtime? And what affect is globalization having on the mobile
workforce scheduling and dispatching?
Technology
ITsoftware and tools should not be the focus of your field service strategies. But as the
world is going digital (and so are your customers) so should you. From rethinking the physical
toolbox of your field engineers into a digital one, to the impact of IoT, drones, mobile
solutions, augmented and virtual reality,there are many technological developments to
support you in developing and growing your field service business.
This year,we’ve designed an agenda to meet all your needs: an educational part combing
TED-inspired case studies,visionary keynotes,morning masterclasses,the always inspiring
Service Mastery Day,and pre-event workshops to ensure no topic is left untouched; and a
social program to expand the conference’s interactivity to ensure you connect with the right
network in both formal and informal environments. And ensure your conference ROI,the
new Retrospective Session is there to help you build a concrete action plan before you leave
the premises.
I look forward to seeing youAmsterdam!
Thomas Igou
Content Director
Copperberg
EDITOR’S
NOTE
WELCOMETOTHE3rd
ANNUALFIELDSERVICEFORUM
2 3rd
Field Service Forum 2016
About
Thomas was born in Paris, raised in New York, and relocated to Stockholm about 6
years ago. He has been heading Copperberg’s portfolio of Manufacturing events for
the past 4 years, where he has taken the Aftermarket Business Platform to new heights
and successfully launched new events across Europe. He has a keen interest in new
technologies and how they can positively disrupt and impact rigid business models in
the industrial sector. In parallel to events,Thomas is also running Copperberg Research,
constantly launching studies to stay ahead of new trends.
Researched & Developed for
Heads/VPs/Directors of:
• Service
• Field Service
• Customer Service
• Maintenance
• Operations
• Field Support
• Sales & Marketing
• After Sales
• Customer Operations
Fromthefollowingindustries:
• Construction Equipment
• Aerospace & Defence
• Telecoms
• Healthcare
• Machinery
• Oil & Gas
• Maritime
• Utilities
• Energy

3. 33rd
Field Service Forum 2016
1GLANCE
DAY 1
JUNE 8th
11.30
Workshop A & B
13.30
General Registration and Networking Lunch)
17.00
Evening Networking Program & Demo Sessions
08.10
Morning Masterclasses
09.15
ABB Integrated Operations
ST
11.00
Tracks Sessions begin
12.30
Networking Lunch & 1-to-1 Meetings
13.45
Executive Circles
11.00
Workshops Registration
14.00
Service Mastery Day
10.30
Networking Break & 1-to-1 Meetings
15.10
Networking Break & 1-to-1 Meetings
15.40
Why service innovation?
16.20
Panel Discussion
16.50
Closing Remarks
09.10
Chairman’s Opening
17.00
One for the Road
DAY 2
JUNE 9th
20.00
Networking Dinner
10.00
Moving towards performance-based contracts
WORKSHOPKEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASSPANELDISCUSSION

4. 4 3rd
Field Service Forum 2016
WORKSHOP
KEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASS
PANELDISCUSSION
PROGRAM
11.15
WORKSHOP REGISTRATION
11.30
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.
PRE-CONFERENCE WORKSHOPS
WORKSHOPA
TOPIC TO BE CONFIRMED
WORKSHOP B
M2M/IoT
19.30
NETWORKING DINNER
17.00
Copperberg is renowned for the networking aspect at its conferences. Make sure to take advantage of a full evening of structured networking through
team-building activities, demo sessions, 1-to-1 meetings, and much more.
EVENING NETWORKING PROGRAM
13.30
GENERAL REGISTRATION
DAY 1
JUNE 8th
14.00
The Service Mastery Day hosted by professorAdrian Furnham will guide you to understanding the psychology of Change Management so that future
Service Change initiatives in your business will have a higher chance of successful implementation. More info on page 5.
SERVICE MASTERY DAY - UNDERSTANDING THE PSYCHOLOGY OF CHANGE MANAGEMENT IN SERVICE

5. 53rd
Field Service Forum 2016
SERVICE MASTERY DAYWITH PROFESSOR
ADRIAN FURNHAM @ 14.00
• Change vs. Progress
• The theory and practice of change
• Individual reactions to change: who opposes change and why
• Why change initiatives succeed and fail
• Six change strategies
• Changing people vs changing things
IN FOCUS
UNDERSTANDINGTHE PSYCHOLOGYOFCHANGE MANAGEMENTIN SERVICE
The pressure of Change has always impacted organizations, but the speed at which change is happening these
days, has never been so high. Whether at a macro level regarding an organization’s Service Transformation journey,
or more specifically a competence development program to make field technicians more commercially-oriented,
Change Management is critical for a Service Division’s prosperity.
The Service Mastery Day hosted by professor Adrian Furnham will guide you to understanding the psychology of
Change Management so that future Service Change initiatives in your business will have a higher chance of
successful implementation.
Professor Adrian Furnham is an internationally acknowledged authority on the psychology of change
management.
Adrian Furnham is Professor of Psychology at the University College of London. He has written over 700 scientific
papersand57books. HeisaFellowoftheBritishPsychologicalSocietyandisamongthemostproductivepsychologists
intheworld.Heisontheeditorialboardofanumberofinternationaljournals,aswellasthepastelectedPresidentofthe
InternationalSocietyfortheStudyofIndividualDifferences.
He is also a newspaper columnist previously at the Financial Times. He still writes regularly for the Sunday Times
and the Daily Telegraph and is a regular contributor to national and international radio and television stations
including the BBC, CNN, and ITV.
Since 2007 he has been nominated by HR magazine as one of the 20 Most Influential People in HR. He speaks
regularly at conferences around the world being well known as approachable, well-informed and entertaining.
• Top executives wanting to understand the most appropriate change management initiatives in their organization
• Managers and agents responsible for driving change initiatives and tasked with contributing to ServiceTransformation
• Everyone who is involved with Change Management
WHO SHOULD ATTEND?

6. 6 3rd
Field Service Forum 2016
WORKSHOP
KEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASS
PANELDISCUSSION
PROGRAM
DAY 2
JUNE 9th
08.10
Kickstart the main conference day by choosing one of three focused morning masterclasses, an interactive, 50-minutes session that will dig into the
main challenges faced by field service professionals under the tutelage of an expert and present solutions (topics subject to change):
MORNING MASTERCLASSES
09.10
CHAIRMAN’S OPENING
Richard will demonstrate one ofABB’s newest business innovations,which
ties software,connectivity,and services together into a profitable business
that adds value to Marine customers.He will also share howABB got there,
which challenges had to be overcome,and how he sees the future.
FROM IDEATO BUSINESS: ABB INTEGRATED OPERATIONS
• Ingredients of IoT are: things, services, and people
• Very tricky in large, industrial companies because they are so fragmented
• Not IoT, but the integration of things, services, and people needs to be on top
of your agenda
• How you manage that integration determines how much money you will
make – or waste
LEARN
09.15
RICHARDWINDISCHHOFER
GroupVice President,Business Development
and Integrated Operations,
ABB Marine
COENJEUKENS
Service Contract Director,
Bosch SecuritySystems
Withincreasingcompetitiononproductsonlyonethingcanreallydifferentiate
you from the others: service. It is critical to really understand the drivers
and challenges of your customers to offer uptime of their products and
move towards performance based contracts.
MOVING TOWARDS PERFORMANCE-BASED CONTRACTS
• Understanding customer needs to create value and focus on the right services
• How to get paid on performance-based contracts
• How to ensure uptime of customers
LEARN
10.00
MASTERCLASS 1
REMOTE SOLUTIONS
MASTERCLASS 2
TBA
MASTERCLASS 3
MOBILE WORKFORCE
Service

7. 73rd
Field Service Forum 2016
WORKSHOPKEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASSPANELDISCUSSION
DAY 2
JUNE 9th
PROGRAM
14.45
NETWORKING BREAKAND 1-TO-1 MEETINGS
The Service Business is in direct contact with customers
continuously,across the globe,and through various
channels. It’s therefore critical to ensure a seamless
approach when communicating with customers.
11.00
MULTICHANNELCOMMUNICATION SYSTEM
IMPLEMENTATION - OPPORTUNITIES AND
RISKS
LEARN
JOHANN LASKOWSKI
Director Customer Experience EMEA,
Kennametal Europe GmbH
11.00
TRACK SESSIONS 1
• Implementation: Major risks and learnings
• Advantages and disadvantages of the cloud based
system
This presentation will share the journey of how Tetra
Pak Maintenance Services implemented their new
approach to maintenance called TPMS On-Line and
the establishment of the Tetra Pak Asset Care Centre.
This enables local markets to manage maintenance
contract work in a streamlined manner and in a single
repository of all service work.
11.00
IMPLEMENTATION OFA CENTRALIZED
ASSET CARE CENTRE
LEARN
PETER SUNDIN
Manager Maintenance Management,
Tetra Pak
11.00
TRACK SESSIONS 2
• How to continuously improve the maturity of service
contracts
• How TPMS On-Line has shown reduction in
maintenance cost on installed base
• Key considerations, success factors, and challenges
that lie ahead
Modern technology allows field engineers on the front
line to be constantly connected to the back office.
However,what are the true constraints and benefits
of a mobile workforce,and how to set up the tools and
the organization? And,how to manage a team from a
remote location?
11.00
MOBILE WORKFORCE MANAGEMENTAT
XEROX PUBLIC TRANSPORT
LEARN
ALEXANDRE MARROT
Customer Service Director Business Solutions,
XeroxPublicTransport
11.00
TRACK SESSIONS 3
• Is MobileWorkforce a constraint to ensure SLA’s or
an opportunity to improve a service offer and
customer retention?
• How to provide the relevant tools and information to
the field engineer for efficient operations?
• Mobile Workforce as part of a service offer: tools
and opportunity to integrate the field service in a
global support and service offer and how to involve
more the customer to decrease field operation costs
11.30
TOPIC TO BE CONFIRMED
11.30
TOPIC TO BE CONFIRMED
DIRKJANSEVAN RENSBURG
Operations Manager,
Pragma
11.30
TOPIC TO BE CONFIRMED

8. 8 3rd
Field Service Forum 2016
WORKSHOP
KEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASS
PANELDISCUSSION
PROGRAM
DAY 2
JUNE 9th
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.
12.00
BUILDINGAND MANAGING GLOBALFIELD
SERVICE
LEARN
• Combining forces for pro-active market capture
• Differentiating service: basic vs. expert
• Resource pooling and planning
SPEAKERTO BE
ANNOUNCED SOON
Philips have successfully worked on utilizing their
Installed Base data to search for potential service
business based on a few criteria, to provide a very solid
funnel that is easy to approach and develop into real
opportunities. This will provide service organizations a
viable segmentation for specific targeted campaigns,
that will help them to penetrate a lot more than waiting
for the calls.
12.00
INSTALLED BASE FOR A DATA-DRIVEN
SERVICE BUSINESS EXPANSION
LEARN
• How to collect data
• How to display and visualize the data
• How to apply the data into real campaigns that
generate business
SPEAKERTO BE
ANNOUNCED SOON,
Philips
Although many field service organizations are engaging
their technicians as part of their overall business
development strategy, few take full advantage of the
opportunity to use these efforts to gain a competitive
advantage. The failure to tell their customers about
their techs’efforts at making recommendations
becomes their best kept secret and a missed business
opportunity. In this session,Jim will talk about how
your technicians’efforts can not only generate more
business from existing customers,but how they can
be promoted to strategically differentiate your service
business to win new business and take market share.
12.00
TECHNICIAN PROMOTION OFSERVICES –
COMPETITIVEADVANTAGE ORYOUR BEST
KEPTSECRET?
LEARN
• Advantages of positioning business promotion by
technicians as a valuable service
• What can organizations do to communicate this as
part of their overall marketing strategy?
JIM BASTON
ServiceTechnicianTraining Guru
12.00
TRACK SESSIONS 1
12.00
TRACK SESSIONS 2
12.00
TRACK SESSIONS 3
12.30
NETWORKING LUNCH, 1-TO-1 MEETINGS AND DEMO SESSIONS

9. 93rd
Field Service Forum 2016
WORKSHOPKEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASSPANELDISCUSSION
DAY 2
JUNE 9th
PROGRAM
EXECUTIVE CIRCLES
The executive circles are your change, in an interactive format, to share your experiences. In a stimulating work atmosphere, the participants discuss
new perspectives and ideas. You will experience intensive discussions,share innovative ideas and identify practical solutions (topics subject to change):
13.45
MANAGING A MOBILE
WORKFORCE
1 AUGMENTED REALITY IN
FIELD SERVICE
Kris Oldland, Editor, Field Service
News
2 SERVICE INNOVATION
Jan Van Veen, Service
Transformation Expert
3
HOWTO LEVERAGE THE
INTERNET OFTHINGS
4 HOWTO ATTRACTTALENT
IN SERVICE
5 MOBILE APP FOR JOB
SAFETYANALYSIS
Måns Granholm, Gm Process
Development & Commissioning,
Wärtsilä
6
15.10
NETWORKING BREAKAND 1-TO-1 MEETINGS
FIELDSERVICENEWS

10. 10 3rd
Field Service Forum 2016
DAY 2
JUNE 9th
PROGRAM
Developing service business and orientation should be more than just
looking at how service revenue is growing and the profitability. For
sustainable growth, service orientation is much more fundamentally
important for the business as a whole.
WHY SERVICE INNOVATION?
• Why service innovation is an important argument to get C-suite commitment?
• How does service innovation impact Field Service - a few scenarios
• Innovating for sustainable growth
LEARN
15.40
JANVANVEEN
ServiceTransformation Expert
The Field Service Business is evolving quite significantly. Service is now
a definite profit centre and the trend is towards expansion and growth.
However, as the Field Service Business grows, organizations need to
ensuretheycanmanagechangingcustomerexpectationsinlocalmarkets
withtherightresources,competences,tools,andtrainingoffieldengineers.
PANEL DISCUSSION
• How to manage global resources to ensure best local service delivery?
• How to train and manage field engineers?
• Soft Skills: what are the required competences of the modern field technician?
LEARN
16.20
MODERATOR: KRIS OLDLAND
Editor,
FieldServiceNews
16.50
CHAIRMAN’S CLOSING REMARKS
COENJEUKENS
Service Contract Director,
Bosch SecuritySystems
FIELDSERVICENEWS
WORKSHOP
KEYNOTE
EXECUTIVE CIRCLES
TRACK
SERVICEMASTERYDAY
MASTERCLASS
PANELDISCUSSION

11. 113rd
Field Service Forum 2016
SPEAKERS
JANVANVEEN
Change leader for service transformations
Variousleadershipandcatalysingroleswithmanufacturingand
engineeringcompaniesinEurope.Justfinishedtemporaryservice
leadershiproleatHologic(healthcareandmedicaldiagnostics).My
missionistoaccelerateservicetransformationsofmanufacturers,
hencebettermeetingcustomerneedsanddrivingsustainablegrowth.
Ibelievepeoplebynaturearequitewillingtochange.Itisourtaskto
igniteandleveragethewillingnesstochangeforallstakeholdersandto
reduce(corporate)obstaclesforpeopletochange.Iamcontinuously
increasingexpertiseonhowtoaccelerateservicetransformationsand
ongoingbusinessinnovationbysharinginsightsandexperienceswith
leadersofmediumsizedandlargermanufacturingandengineering
companiesindifferentindustries.Iwasco-foundingpartnerwith
NoventumServiceManagementfor9yearstillSpring2015.I
co-authoredthebook“CustomerCentricInnovationforSustainable
Growth”,basedonengagementsandiscussionswithmanycompanies
inmanyindustries.
COENJEUKENS
Service Contract Director,Bosch SecuritySystems
CoenJeukensisresponsiblefortheservicerevenueandinstalled
baseofBoschSecurityProjects.Hedrivesthestrategyand
portfoliofromaproductbusinesstowardsaservicesbusiness.
CoenisthedrivingforceintheNetherlandstowardstheinclusion
ofaChiefServiceOfficerintheBoard. Previouslyheheldhisown
companyprovidingstrategyconsultingservicesintheserviceand
maintenancedomain.Coenbuildsuponavastexperienceobtained
byworkingforIBM,BaanandASML.Iamanenthusiast“builder”of
teamsandprocessesforsalesandserviceorganisations.Imerge
andbalancefocusonresultswithadvantagesforcustomersand
employees. AsprofessionalItranslatecustomerfocus,analytical
capacity,creativityandabroadsales&serviceexperienceintopractical
andfinanciallyviablecustomerfocussedsolutions.AsmanagerI
focusonthehumanaspect,theorganisationandpoliticalcontextof
(change)management.Ihaveexperienceinoperations,(interim)
managementandstrategyconsultingforinternationalandlarger
SMBcorporationsinhigh-tech,medtech,industrialequipment,
safety&security,utilityandconsumerelectronics.
SPEAKER CHAIRMAN
JOHANN LASKOWSKI
Director Customer Experience EMEA,Kennametal Europe GmbH
JohannisresponsibleforCustomerServiceinKennametalEurope
GmbHinSwitzerlandwith250employeesin9customerservice
centreswithanannualbudgetofUSD18million. Hewaspreviously
responsible for ITInfrastructure EMEAandAsia Pacific and
coordinatedadozenorsointernationalprojectsinEuropeandAsia.
SPEAKER
RICHARDWINDISCHHOFER
GroupVice President,Business Development and Integrated
Operations,ABB Marine
RichardleadsthedigitaltransformationofABBMarineandPorts.
In2015,ABBlaunchedIntegratedOperations,whichcombinesthe
workofserviceengineerswithlatesttechnologiesoftheIoT.Thisnew
approachreducesonboardvisitstothevessel,increasesplanned
maintenancework,andturnsfree-of-chargetechnicalsupport
intoabillableservice.Withhisbackgroundincomplexbusiness
transformations,RichardwilltellhowABBmanagedtoimplement
thesechangesandhowheseesthefutureoffieldservice.Richard
livesinOsloandholdsaPh.D.inManagement.
SPEAKER
ALEXANDRE MARROT
Customer Service Director Business Solutions,XeroxPublic
Transport
SinceJune 2008,Alexandre has been managing the customer
service forXerox Business services France,including after
sales service,deployment service,(workshop and on site)
maintenance,and service sales. He has a strong experience in
managing field operation and teams from a remote location,
with customer satisfaction and service level agreement as main
focus.Alexandre started his career in the parking industryin
1998,and after a fewyears moved to Madrid as head of customer
service for Schlumberger UrbanTerminals and system for Spain
and Portugal. In 2005,he tookin charge the deployment and
maintenance activityfor parking enhanced solutions as program
manager in Rome. From 2007 to 2008,as site manager in
Copenhagen,he managed the deployment of a ticketing system
in Denmark.
SPEAKER
JIM BASTON
ServiceTechnicianTraining Guru
Jimworkswithorganizationstohelpthemengagetheirfieldservice
professionalstoenthusiasticallypromotetheirproductsandservices.
HehasworkedwithfirmsacrossNorthAmericatohelpthemdevelop
thesystems,skillsandsupporttosuccessfullyimplementtheProactive
Service®approach.Jimhasworkedwithandtrainedthousandsof
servicetechniciansandhundredsofservicemanagersacrossabroad
rangeofservicedisciplines.Jimisactivelyinvolvedintheservice
industryandhasledseminarsandworkshopsinconjunctionwith
severalindustryorganizations.JimistheauthorofBeyondGREAT
SERVICE,abookabouttheroleoftheservicetechnicianinproactive
businessgrowthandhasrecentlypublishedacompanionworkbook
tohelpservicemanagersplanforandimplementaproactiveservice
approachfortheirteam.Jimisaregularcontributorofarticlesto
HVAC/RBusiness(print)andFieldServiceDigital(on-line)magazines.
PriortofoundingBBAConsultingGroupInc.,Jimspenthiscareerin
thetechnicalservicebusinessincludingDivisionalGeneralManager
foralarge,regionalserviceandcontractingfirm.JimholdsanMBA
fromtheUniversityofToronto,andhaslecturedonmarketingman-
agementandstrategicplanningatSenecaCollegeinToronto.Jimhas
achievedtherecognitionofCertifiedManagementConsultant(CMC)
bytheCanadianAssociationofManagementConsultants.
SPEAKER
DIRKJANSEVAN RENSBURG
Operations Manager,Pragma
DirkJansevan Rensburg is Pragma’s Operations Manager
responsible for the deliveryof asset care services to the OEM
and Field Service market.The nature of the role requires him
to co-create after sales service strategies,and to be part of
the implementation thereof. Dirkhas extensive knowledge in
strategydevelopment,solution design and system integration.
Often these strategies include the implementation and manage-
ment of an asset care centrewhich is a business unit (people,
processes and tools) responsible for maintenance and asset
management.His previous experience also includes information
system integration and business intelligence. Dirkhas been
supportingTetra PakTechnical Services since 2007.He holds an
Industrial Engineering degree and a MBAfrom the Universityof
Stellenbosch.
SPEAKER
PETER SUNDIN
Manager Maintenance Management,Tetra Pak
Peter Sundin is responsible for Maintenance Management at
Tetra PakPackaging Solutions.His responsibilities include the
implementation and deliveryofTetra Pak’s global maintenance
process.This includes the definition of standard processes,the
implementation of global business applications and the estab-
lishment of a central support function for the local markets.He
is further taskedwith the alignment of all maintenance manage-
ment activities across the different local markets,and to contin-
uouslyimproveTetra Pak’s approach towards maintenance.Peter
has held manydifferent positionswithinTetra PakTechnical
Services.He is the former Order Fulfillment process driver for
Greater and Middle East andTechnical Manager in Indonesia.
Peter holds an Engineering degree from Malmö University.
SPEAKER
MÅNS GRANHOLM
General Manager Process Development & Commissioning,
Wärtsilä
Måns Granholm is General Manager Process Development
and Commissioning in Field Services and has a Batchelor’s
Degree in Mechanical Engineering.He has beenworking for
15years forWärtsilä starting as a Service Engineer,becoming
then Maintenance Coordinator before moving to ITand Process
Developmentworld.Måns is skilled in both ITand factory/
services operations,allowing him to understand and drive
complexdevelopments inWärtsilä Field Services organization,
which is employing 4500 peoples in 70 sites around the
world.In the latestyears Måns has been driving / supporting
some important global developments such as Field Services
Optimization Program,Professional Skills Management System,
WorkshopsActivities Management System andVirtual Services
Engineer Concept.
SPEAKER

12. 12 3rd
Field Service Forum 2016
VENUE
NOVOTELAMSTERDAM SCHIPHOLAIRPORT
NovotelAmsterdam SchipholAirport,is a beautiful designed hotelwith a great ambiance and on averyconvenient location.ABOUT
All Copperberg conferences are run byCoordinatum Business Event
Management
For all logistical questions regarding the conference please contact:
Malcolm Larri
Email: malcolm.larri@coordinatum.com
Tel: +46 8 650 02 70
Emilia Rollan
Email: emilia.rollan@coordinatum.com
Tel: +46 8 650 02 70
ACCOMODATION
ATTIRE
ATTHE EVENT
Wehaveapreferedrateatthehotelforourdelegatesandpartners.
Business Casual attire is recommended for the conference and evening events.
The conference ticket includes all refreshments and anyevening activities for
all attendees.Othercostssuchastravel,accomodation,airporttransfersandgeneral
expensesaretheresponsibilityoftheindividualdelegate.
EVENTCO-ORDINATION & LOGISTICS
VENUEADDRESS
GETTOTHEVENUE When coming bytrain or plane,take the train to Hoofddorp Stationwhich is located at only
200 metres from the hotel.
Thehotelhas652dailyconnectionswiththeairport(4minbytrain&9minbybus).Hoofddorp
station is located 200 m from the hotel - only20 min from the heart ofAmsterdam!
NovotelAmsterdam SchipholAirport
Taurusavenue 12
2132 LS HOOFDDORP- NETHERLANDS
Tel (+31)207219180 - Fax(+31)237470399
Email H7060@accor.com
GPS.N 52° 17’29.81’’E 4° 42’5.41’’

13. PARTNER
WITH
US
Becomeapartnerandjointhe3rd
Annual
FieldServiceForum
Following up on the success of the previous editions of our event, I am proud
to present the 2016 Field Service Forum.This event focuses on the real challenges
within field service optimization.This year we have increased the time for
networking to more than 600 minutes.
We have also incorporated new interactive sessions and tools so you can have
numerous business critical conversations with the attendees and present your
solutions to an audience which really counts.Thus fulfilling your expectations
and getting maximum ROI from the event.
Whyshouldyoubecomeapartner?
We are inviting a limited number of partners
to ensure exceptional balance between
vendors and carefully screened prospects.
Based on your specific business objectives
we can tailor make your individual business
solution to maximize your ROI.
Kris Jacob - Partner Manager
Phone: +46 8 676 02 70
E-mail: kris.jacob@copperberg.com
Show your solutions to the audience that really
counts
Associate your brand with #1 Field Service
Business Platform in Europe
Benefit from the marketing coverage of the
largest Field Service community in Europe
Generate new business opportunities with top
level prospects
Be a part of business critical conversations
that take the industry forward
Partners2016
4 5
1 2 3
ROI
133rd
Field Service Forum 2016
Amjy Hussain - Business Advisor
Phone: +46 8 650 7440
Phone: +46 765523390
E-mail: amjy.hussain@copperberg.com
Service

14. REGISTER
AND
STAY
UPDATED
CHOOSE YOUR TICKET
JOINING IN A GROUP?
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,
Book 1 = 0% discount
Book 2 = 10% discount
Book 3 = 15% discount
Book 4 = 30% discount
Book 6+ = 50% discount
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 (with-
out 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 NOTsubmitted 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.
+
1CHOOSE
YOUR
TICKET
2REGISTER
+46 8 651 10 90
registration@copperberg.com
www.fieldserviceexcellence.com
YOUR TICKET IN 2 STEPS
Essential Conference Package - Conference + Workshop A or B + Service Mastery Day 1990 EUR excl VAT
Inspirational Conference Package - Conference + Service Mastery Day 1790 EUR excl VAT
Specific Package - Conference + Workshop A or B 1490 EUR excl VAT
Conference only 1290 EUR excl VAT
* Full Networking includes cocktail reception,all networking breaks and lunches,one banquet dinner,and access to pre-event meeting system to book meetingswith other participants
14 3rd
Field Service Forum 2016

15. THIRD
ANNUALFORUM
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For more information, email info@copperberg.com or visit www.copperberg.com.
Copperberg
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113 46, Stockholm, Sweden
Phone: +46 8 650 02 70
Fax: +46 8 441 07 93
Email: info@copperberg.com
www.copperberg.com