ServiceMax Presents – The Premier, Global Field Service Event

Maximize 2017

Las Vegas Encore at Wynn September 18-20

Tokyo Toranomon Hills Forum October 17

Berlin Grand Hyatt November 7-8

Thank you to our Maximize 2016 speakers!

Keynote Speakers

Chris Anderson
CEO of 3D Robotics

From 2001 through 2012 I was the Editor in Chief of Wired Magazine. Before Wired I was with The Economist for seven years in London, Hong Kong and New York. I'm the author of the New York Times bestselling books The Long Tail and Free as well as the new Makers: The New Industrial Revolution. I founded GeekDad, BookTour and a few other companies now lost in the mists of time. My background is in science, starting with studying physics and doing research at Los Alamos and culminating in six years at the two leading scientific journals, Nature and Science.

Heather Ashton
Research Manager – IDC Manufacturing Insights

In this role, she is responsible for research and analysis of key trends, technologies, and best practices in delivering service life-cycle management (SLM), leveraging the Internet of Things (IoT) to support after-sales strategies, managing warranty operations, and providing the customer with a unified brand experience for the life of the relationship. Ms. Ashton also supports research in the engineering- and technology-oriented value chains in manufacturing.

Scott Berg
Chief Operating Officer - ServiceMax

As Chief Operating Officer, Scott drives all customer functions for the company, including Sales, Services, Alliances, Customer Success and Sales Operations. Prior to joining ServiceMax, Scott was a Regional Sales Manager at SuccessFactors. He was an original member of the team that formed SuccessFactors first industry vertical team focused on the healthcare market.

Dave Carevich
Director of Business Development - McKinley Equipment

Dave manages the national sales and marketing efforts for both the McKinley companies – McKinley Elevator and McKinley Equipment. He is presently spearheading the efforts to extend their field service offerings into the fast-paced retail facility management industry and the multi-location industrial facility management industry. Identifying and implementing clear areas of differentiation are where Dave and McKinley have found their greatest success, which now includes remote monitoring and IoT applications for the equipment they service.

Don Davis
Sr. Director of Global Service - BD

For BD Don manages field service, phone support, remote support, training (FE and Apps), service engineering and the global spare parts supply-chain. He has over 27 years of field service experience and started out as a field engineer servicing surgical lasers. Before BD Don spent 17 years at GE Healthcare and worked in Clinical Services, Healthcare IT, Diagnostics and Life Sciences. He was Six Sigma Master Black Belt certified at GE Healthcare. Don holds both an MBA and a PhD in Information Technology.

Gary Diorio
Managing Director - Accenture

As a member of Accenture’s Global, Cloud First Leadership Team, Gary’s role is to lead the Practice in North America. Responsibilities include driving the go to market strategy, developing capability and executing service delivery.

Dave Elario
Vice President & GM, Service Operations - GE Healthcare

Dave Elario is Vice President and General Manager of GE Healthcare’s Service Operations. In this role, he is responsible for standardizing core service processes to achieve excellence in field service, variable cost productivity, operations and workforce deployment. Dave also leads the Global Training & Documentation organization, committed to providing a world-class dynamic learning environment for internal and external GE Healthcare customers.

Daphne Jones
Sr Executive & CIO Global Services IT - GE Healthcare

Daphne Jones serves as Senior Executive & CIO for GE Healthcare Global Imaging & Services Business. She is accountable for defining and executing a relevant and progressive roadmap of process innovation, information technology, capitalizing on the use of industrial internet, big data and mobility to drive medical device services growth, customer loyalty, and field force productivity in this highly profitable area of the GE Healthcare business.

Rei Kasai
SVP of Product - ServiceMax

Rei is a seasoned product leader with more than 17 years of experience with CRM, field service, and enterprise mobile applications. Most recently he was the VP of Product for field service and customer service SaaS solutions for SAP Cloud for Customer. Under his leadership, he started the product line from the ground up and grew it into one of the fastest growing product lines in SAP. Rei has also held product and customer facing roles at high-growth VC-backed companies Dexterra (acquired by Pega), Net6 (acquired by Citrix), and Octane Software (acquired by E.piphany). He holds a MBA from U.C Berkeley’s Haas School of Business.

Athani Krishnaprasad
Co-Founder & Chief Strategy Officer - ServiceMax

In his role, Athani is responsible for creating, communicating and executing strategic initiatives around growth & innovation, and creating strategic alignment behind the vision. Since founding ServiceMax, Athani has led ServiceMax’s product vision and strategy, product design, and product marketing and management functions. With his intimate understanding of customer needs and pain points, as well as technology and industry trends, Athani has played a key role in driving growth & positioning ServiceMax as a leader in the market.

Sean Riley
Global Industry Director for Manufacturing & Transportation - Software AG

Along with over four years of experience in the software field, Mr. Riley has over ten years of experience in the supply chain and logistics fields. In addition to his work experience, Mr. Riley has received a BA in Business Administration from Hanover College, a MBA with Distinction from DePaul University and is a certified Six Sigma Greenbelt. As well as being a continual guest lecturer for DePaul University, Mr. Riley also sits on the curriculum advisory committee for the Graduate Program for Supply Chain and Operations Management and has been named a Supply & Demand Chain Executive “Pro to Know” for the fourth consecutive year.

Andy Timm
VP Technology Platform - PTC

Andrew has a career focused on delivering business value through technology. His career started with PTC in 1998 as a Software Engineer working on the recently acquired Windchill PLM platform. He held roles in R&D, technical pre-sales, and as a Solution Architect before leaving PTC to consult independently. Andy started a firm focused on the business value realized from enterprise software. Andy rejoined PTC in 2016 where he is responsible the success of PTC’s IoT partners.

Tony Wells
Senior Vice President, Marketing , North America - Schneider Electric

Tony is responsible for promoting and protecting the Schneider Electric brand as well as overseeing marketing communications, corporate communications, demand generation and brand marketing. Schneider Electric, through its 180,000 employees, serves as the global leader in energy management, energy efficiency and sustainability.

Luke Williams
Professor & Author – New York University's Stern School of Business

Luke Williams is an internationally recognized authority on innovation leadership. He works with organizations all over the world on challenges ranging from creating new products and services, to transforming organizational processes and behaviors. A Professor of Marketing and Executive Director of the Berkley Center for Innovation & Entrepreneurship at New York University's Stern School of Business, and a Fellow at frog, one of the world's most influential innovation companies.

David Yarnold
CEO – ServiceMax

David Yarnold is the chief executive officer of ServiceMax. A veteran in the Software as a Service (SaaS) and Field Service industries, Yarnold has contributed to the success of some of the fastest growing companies in the enterprise software business over the past two decades.

Forrest Yount
Operations Transformation Leader - UTC Climate, Controls & Security

Forrest Yount joined the company over 13 years ago and has over 13 years of HVAC industry experience. He is currently the Vice Chair of both the Centrifugal Technical Committee and the Handbook Committee for ASHRAE (American Society of Heating, Refrigerating, and Air-Conditioning Engineers). Forrest was also a Lieutenant and Submarine Officer for the United States Navy for seven years. He holds an MBA from the University of Florida and a BS in Mechanical Engineering from North Carolina State University.

Breakout Tracks Speakers

Allan Alexopulos
Vice President, Strategic Services - ServiceMax

Mr. Alexopulos brings more than 25 years of high technology sales and service expertise to his role leading ServiceMax’s Strategic Services organization. With extensive experience serving the needs of large enterprise customers, Mr. Alexopulos leads ServiceMax’s efforts to ensure our largest, most complex global deployments are successful. Prior to ServiceMax, Mr. Alexopulos was VP of Operations and CIO at Netformx, the leader in Sales Enablement solutions for the telecom Industry, lead strategic sales, product development, services, and IT reseller enablement during six years at Encover, a provider of service sales solutions for the high technology industry. In 2001, he co-founded Movana LLC, a provider of outsourced service contract sales solutions that was acquired by Encover.

Michael Anderson
Senior Director of SLM Solution Management - PTC

Michael has more than 20 years’ experience in solutions, product and integration management related to the development and implementation of enterprise software primarily for the service supply chain. Michael joined the PTC Service Lifecycle Management (SLM) business segment in October 2012 through the acquisition of Servigistics and previously joined Servigistics through the Click Commerce acquisition in 2009. While at Click Commerce, Michael was the Director of Engineering where he led the Supply Chain Division which provided solutions to address service network logistics, warehouse management, and reverse logistics and also participated in the company’s integration application architecture. Michael joined Click Commerce through the acquisition of Optum in 2005, where he worked as a consulting manager for six years and was responsible for system integrations.

Anne Marie Berger
Managing Partner - ForeFront

Anne Marie is a managing partner at ForeFront, an awarded field service transformation solution company. She is a ServiceMax advocate and is the architect behind some of the industry's most complex and global field service deployments. Anne Marie drives all client engagement functions and the best practices group for ForeFront and has more than 20 years of client success experience with Enterprise CRM, ERP, mobile and systems integration challenges. Anne Marie has received a BA in linguistics from the prestigious Sorbonne University in Paris.

David Blewitt
Vice President of Cloud Compliance - USDM Life Sciences

David is an accomplished Life Sciences Regulatory and IS Compliance Professional with extensive hands-on and leadership experience in the Pharmaceutical, Medical Device, Biotech and Blood Management Industries, specifically in the fields of; Computer Systems Validation, Risk Management, Issue Investigation – Root Cause Analysis and Remediation, Quality Assurance, Software Development Lifecycle, Lean IS Compliance Enhancement Initiatives, Business Analysis, Product Lifecycle Management and Systems/Process analysis with Compliance Roadmap development.

Rob Brewster
VP of Global Sales - GoFormz

Rob is responsible for all revenue growth. Prior to GoFormz Rob was at Twilio where he held several senior executive positions including VP of Global Sales and VP of Global Alliances. Rob has a strong executive management background in Sales and Business Development from market leading technology companies including Eloqua,, Jive, Siebel, BEA, and E.piphany. Rob also serves as an Advisor at Dasheroo, Wootric and Consummate Technologies.

Diane Casini
Manager, Service Operations - Mindray North America

As the Manager of Service Operations at Mindray North America, Diane and her team are the focal point for all service activity in ServiceMax and SAP. It is her responsibility to evaluate ServiceMax workflow's and integrations to ensure that the work orders and service contracts processed daily are done so quickly and efficiently. Diane was a key member of the team that implemented ServiceMax as well as its integration with SAP and she uses her system knowledge to continue improving the ServiceMax experience for the Field Service team.

Terry Cavender
Senior Global Project Manager

With over 30 years of industry experience, Terry leads the Pitney Bowes deployment of Field Service Systems. Pitney Bowes has a global footprint of around 10,000 field service transactions daily across 2,500 personnel using ServiceMax on iOS devices across EMEA, AMER and APAC. Terry will review how multiple aspects of global compliance, data security, device performance and adoption have driven their mobile device management journey. Pitney Bowes powers billions of transactions across the world of commerce.

Regina Clay
Sr. Global Service Operations Leader - BD Life Sciences

Regina Clay has enjoyed a 21 year career in services; providing telephone and field support for customers who perform diagnostic, research and production laboratory testing. Prior to BD, Regina experienced the other side of service as a customer in the laboratory. In her current position she played a lead role in the decision making and implementation of ServiceMax as BD Life Sciences’ global service management system.

Bryan Coddington
Vice President of Cloud Technology - USDM Life Sciences

For nearly a decade, Bryan has been a senior executive in the Cloud space with in-depth knowledge of service, customer support, marketing, and sales processes and best practices. Bryan is a hands-on delivery professional providing customers significant ROI and high levels of adoption. Within Life Sciences, Bryan was instrumental in developing an implementation methodology that allows organizations to migrate to the cloud with confidence that they’re compliant with FDA guidelines. Bryan holds four different certifications and the ServiceMax Admin certification.

Bobby Culbertson
Salesforce Platform Developer - Westmor Industries

Bobby Culbertson currently works as a Salesforce Platform Developer for Westmor Industries based out of Morris MN. He has been working with Salesforce and integrating it with JD Edwards EnterpriseOne since 2013. Prior to that, he worked as a Web Developer and JDE developer since 2012. In his spare time, he volunteers as a youth pastor at his local church, is getting into flying quadcopters with his 3 girls, and enjoys developing gadgets with Raspberry Pis and Arduinos.

Richard Dean
Senior IT Leader - Johnson Controls

Richard currently leads the IT division for Johnson Controls’ Building Efficiency business in Europe, Middle East & Africa and Latin America (EMEALA) as well as has global responsibility for IT governance and compliance. Under his leadership, he has deployed several major platforms including the EMEALA SFDC Sales Cloud deployment and Europe Service Cloud using ServiceMax to be launched in October 2016. His next ServiceMax deployment will be in the Middle East in 2017 and then Latin America in 2018. Once completed, Johnson Controls Building Efficiency will have a total of 4,500 users across these three regions.

Bill Donlan
Vice President - Capgemini

Bill has more than 23+ years of experience helping companies improve customer and value chain (including partners, vendors, and employees) relationships through a combination of business strategy, process tuning and industry best practices, and technology integration. Bill has experience with more than 100 CRM implementation projects involving the functional areas of sales, field services, customer service, marketing and channel management. His industry experience is focused in Manufacturing, High Technology, Consumer Products, Life Sciences and Travel/Transportation. Bill has been invited to speak at several local CRM user groups and has also participated on a National Sales Transformation Using Technology Best Practices Panel. Prior to working with Capgemini, Bill worked at Accenture, Cambridge Technology Partners, PwC, and Cloud Sherpas.

Mike Dougherty
Customer Service Manager, Reliability Systems - SKF USA

Mike has worked for SKF USA for the past 9 years in various positions. He started out as the NE USA Service Manager and then went into the engineering side of SKF for 2 years. He has been in his current position as Customer Solutions Manager for Reliability Systems for almost three years. Prior to SKF Mike worked for Vibe Assist, where he held many positions ranging from data collector, trainer and sales to service manager. He spent 6 years in the US Navy where he worked his way up to being the space supervisor of the engine room on a US Navy warship.

Sumair Dutta
Chief Customer Officer - The Service Council™

In his role at TSC, Sumair is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC’s Smarter Services™ oriented research agenda and portfolio. These research tools will provide service executives the ability to benchmark their operations and also provide guided insight to improve service organization performance. Sumair also plays a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service executives globally. Prior to his role at TSC, Sumair led Aberdeen’s Customer Experience and Service Management research practice and was integral in the development of Aberdeen’s Chief Service Officer Summit series.

Patrice Eberline
Vice President of Global Customer Transformation - ServiceMax

As Vice President of Global Customer Transformation, Patrice brings over 20 years of services and leadership experience to ServiceMax. Focused on delivering high-impact and long-term customer success, Patrice has a broad background in all aspects of customer transformation, from implementation methodology and tool development, to creating/implementing best practice strategies for successful deployment, training, and adoption across large and complex organizations.

As author of the book ‘A Diamond in the Rough’, she provides a solid foundation of understanding on the domain and the impact Field Service Organizations can have.

Stacey Epstein
Chief Executive Officer - Zinc

Stacey has extensive experience in generating demand, fueling growth, and building companies from stealth startup to brand name, global technology organizations. She brings decades of cloud, social, and mobile enterprise technology experience to her role as CEO. Prior to Zinc, Stacey was CMO at ServiceMax where she helped fuel 5 years consecutive triple-digit growth. Before ServiceMax, Stacey was the Vice President of Global Marketing Communications at SuccessFactors, where she pioneered the marketing function in 2005, and was instrumental in the company’s successful IPO in 2007, which lead to a $3.4B acquisition by SAP in 2010. Prior to SuccessFactors, Stacey held various leadership roles at Oracle, Clarify, and ServiceSource. Stacey holds a BA in English from Emory University, where she was a four time first team all-conference soccer player.

Mark Homer
Vice President of Global Customer Transformation - ServiceMax

Mark Homer 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 of their field service organizations. Mark is known as a dynamic, innovative and highly successful IT and digital sector director with technological vision, commercial acumen and an outstanding record for driving sales, partner channels and business development. With 25 years in the software and technology industry of which the last ten have been focused on the global service sector.

Perttu Immonen
Business System Manager - Inspecta

More than ten years of experience in industrial project management, field operations and technical development. Currently leading the business system development for field operations in Inspecta which is the leading provider of inspection, testing, certification and technical consultancy services in Northern Europe. Inspecta forms the Asset Health division of Kiwa Group (operating under the holding company ACTA*), covering operations in nine countries with more than 1600 people and annual revenues over 180 M€.

Stephanie Jackson
Area Service Manager - MilliporeSigma

As Head of Field Service Area I for MilliporeSigma, Stephanie is the key account service manager with four service manager direct reports and 34 field service engineers. Listed are some of her achievements: $16M annual service revenue, growing service sales revenue in 2015 by 16%, 16.9% NA contribution margin, and reducing 3rd party, overtime and salary spend by 8% in 2015.

Amit Jain
Director of Product Management - ServiceMax

Amit Jain is Director of Product Management at ServiceMax. He oversees ServiceMax products related to installed base management and IoT. Prior to joining ServiceMax, Amit held product management and strategy roles at AVOS Systems, Zuora, Google, and Expedia.

Andrew Johnson
Marketing Project Leader - Lutron Services Company

Andrew Johnson fills business development, product development and marketing roles to develop and grow lighting control service solutions for Lutron Electronics Field Service Team. Prior to his three years at Lutron, Andrew worked as an Architectural Designer. He holds a Master of Architecture and an MBA in Services Marketing from Arizona State University.

Joe Kenny
Senior Director, Customer Transformation - ServiceMax

With a career that spans over 30 years of progressive leadership positions in Operations, Sales, Product Development, Product Marketing, and Field Service, Joe is focused on making the solution deliver tangible business value for our customers. Focusing on comprehensive business transformation, from core business issues(s) indentification through implementation, field adoption, and projected business value realization, the Global Customer Transformation Team is a resource to enable our clients to make the journey to flawless field service.

Mark Kragenbring
Field Service Operations Manager - Westmor

Mark Kragenbring is Field Service Operations Manager to the Field Service Division at Westmor Industries. This includes Over the Counter Parts Sales, Petroleum Service, Petroleum Construction and C-Store Construction Management. He joined the company over four years ago and is responsible for operations of 15 office staff and 26 technicians. He has over 25 years of industry experience with prior roles at ORB Management and a self-employed general contractor.

Michael Lawlor
Sr Director of Technology Services - Mindray North America

Michael oversees the Service and Technical Support operations for Mindray in North America. In over 10 years at Mindray he has been involved in multiple process improvement projects, product introductions, and company integrations/mergers. In his current role he is responsible for the performance and growth of the Mindray Service Organization in the North American Healthcare market. A former Lieutenant in the US Navy and United States Naval Academy graduate, he brings both structure and results to the organization.

Stephen McPhee
Head of Service - MilliporeSigma

Successful general manager with a track record of developing and running profitable businesses by recruiting and developing top talent and building cultures focused on execution and accountability. Extensive experience in Life Sciences businesses that develop, manufacture and sell instrumentation, consumable products and services for research, analytical and clinical laboratories. 20+ years at Millipore Sigma holding a wide array of positions.

Aaron Mieswinkel
Enterprise Architect - ServiceMax

Aaron Mieswinkel is the Enterprise Architect for ServiceMax with 15 years of global experience leading innovation of technologically robust and meaningful, integrated and enterprise-wide solutions. He spends most of his time building relationships with strategic accounts crafting a story about how to expand their field service capability and streamline their technology story with a focus on delivering value to the community they serve. He is recognized expert in enterprise architecture - connecting business and clients through Cloud solutions and on-prem technologies.

Roberto Millan
IT Manager & Center of Excellence Leader - Service Management at BD

Roberto Millan leads Becton Dickinson Information Technology’s ServiceMax Center of Excellence. His Team is delivering ServiceMax to a global community of Technical Service Call Center & Field Service users. The group has integrated ServiceMax with 2 distinct systems – IBM AS/400 and SAP ECC6/CRM6.

Steve Nava
Senior Director Field Service, Americas - Luminex

Mr. Nava joined Luminex Corporation in April 2003 and currently serves as Senior Director, Field Service, Americas. In this capacity, Mr. Nava has responsibility for the delivery of on-site service and support for all Luminex Corporation platforms in the Americas. Previously at Luminex Corporation, Mr. Nava held the position of Director, Technical Operations and Manager of US Field Service. Prior to joining Luminex Corporation, Mr. Nava held field service roles at DPC, now Siemens, and Intelligent Medical Imaging.

Rob Patterson
VP of Product Marketing - ThingWorx, A PTC Business

Rob Patterson joined ThingWorx through the acquisition of ColdLight and has a deep background in analytics and machine learning. Rob’s successfully built highly disruptive and creative strategies at various technology companies around the world. Prior to his current role, Rob held senior marketing positions at Qlik where he built customer marketing teams globally and worked to evangelize the QlikView platform with enterprise clients. During his tenure, QlikTech went from $38MM in revenue to well over $350MM in 6 years resulting in the most successful tech IPO of 2010. Before Qlik, Rob ran marketing programs in the Mid-Atlantic States District for Microsoft.

Harry West
Vice President of Services Product Management - Appirio

Harry has over 20 years experience as a Human Capital Management (HCM) technology professional. He previously ran the Workday consulting practice at Appirio and was a Managing Consultant in the HCM Strategy practice at Appirio and at Knowledge Infusion, advising firms around the world on how to get the most out of their workforces through better alignment of people, processes and technology. Harry currently focuses on defining and delivering new services that help clients succeed in the Customer Experience era, delivering world-class worker and customer experiences based on actionable People and Marketing strategies, best-in-class cloud software, and custom applications delivered through Appirio's unique services platform.