MoMo #38: Mobile Field Service on 13th of October 2014 in Zürich
Date: 13th of October 2014
Venue: Daycrun.ch, Hardturmstrasse 185, 8005 Zürich
Start time: 18h00
Introduction to Mobile Monday Switzerland #38 – Mobile Field Services
The Field Service Domain is going through a major transformation, driven by the macro economic changes starting with the financial crisis. As Product and Equipment sales have slowed, Field Service is becoming more strategic and transforms at an accelerated rate from a reactive, break fix model to an SLA and Efficiency based model moving towards Service Intelligence and IoT. Both legacy Enterprise data vendors as well as a new generation of Mobile & Cloud based vendors seek to innovate in this space and enable significant efficiency, productivity gains with rapid value capture and Customer Experience improvements as a consequence. Mobile and Cloud plays a pivotal role to accelerate innovation and to provide front line Service Technicians with the knowledge, tools and insights to enable a better customer service business.
Markus Schwarz, Technology Services Industry Association (TSIA) in EMEA
Markus Schwarz was also the President of the German Chapters of the Association for Services Management International (AFSMI) and author of several magazines articles in the services domain.
In his talk, Markus will touch upon several topics including major business trends and drivers for Field Services, technology trends and drivers for Field Services – including the role of mobile and cloud technology. Further Markus will also share some interesting examples of industry leading practices and results, and how TSIA plays a role in the services industry
TSIA presentation on The Connected Technician
Gert-Jan den Boer – Alstom Power, Baden, Switzerland
Gert-Jan den Boer is Manager Global IS Projects for Thermal Services – IS, and Mobility Strategy & Projects for Power Sector at Alstom Power.
Gert-Jan is leading a global team working on a program to improve the performance of Alstom’s Service Business by standardizing the Service processes and introducing a new cloud and mobile based service concept for the Alstom Field Service Community. In his previous role, he was responsible for the implementation and rollout of a global CRM application to approximately 1000 Sales Managers of the EMEA region. He started his career in 1989 in ABB transportation Systems in Engineering, Project- and Product Management for Locomotive Control Systems and worked in different ABB Units as Project Manager and Process manager. Gert-Jan holds a BSc in Electrical Engineering from HTS Rotterdam and since 2008; he is a 6-Sigma Black Belt.
In his talk, Gert-Jan will share some insights and experiences from the current Mobile Field Service project at Alstom Power.
Alstom Power presentation on Mobility and Service Execution Implementation
Jos Nickmans – coresystems ag, Windisch, Switzerland
Jos is responsible for sales of the coresuite field service solution in EMEA at coresystems. Prior to joining coresystems Jos has held senior global and regional leadership roles in the IT industry, both at established leaders such as HP and Business Connexion, and as well at startups and new ventures. Jos is a Belgian native living in Switzerland, and he has also lived and worked in South Africa and Australia.
In his talk, Jos will explore how a company’s drive to serve its customers better not only will result in increased field service process efficiencies, but also how it also needs to embrace all “service” touch points. Examples include the use of smart phones and tablets to deliver personalized self-service, or improve the knowledge of the product requirements through real-time data collection. Making the “Internet of Things” beneficial for both the manufacturer and the customer – where, when or how.
coresystems presentation on Delivering on Customer’s Expectations