Maximising Field Service Effectiveness, Customer Satisfaction and Proactive Maintenance
September 24 - 27, 2024
| Singapore
Main Conference Day 1
8:00 am - 9:30 am
Morning Refreshments & Registration
9:00 am - 9:05 am
Welcome Address by Field Service Management Asia
9:05 am - 9:10 am
Opening Remarks by Conference Chairperson
Naimish Rajyaguru -
National Service Head,
Symphony Limited
9:10 am - 9:50 am
Panel Discussion: Enabling Real-Time Collaboration Between On-Field and Backend Operations Teams
Igor Vincetic -
General Manager,
Electrolux Group
Azmin Azizan - Department Head - Facilities Management, Robert Bosch Sdn Bhd
Balakrishna Mekala - Director – Service Solutions, Strategic Accounts, GE Healtchcare
Delve into Enhancing Service Delivery through Real-Time Collaboration, Digital Tools, and Aligned Metrics. Foster Synergy between On-Field and Backend Operations Teams
- Addressing the importance of real-time collaboration to reduce downtime, improve communication and enhance service delivery
- Harnessing digital tools and technology (e.g. remote monitoring) to allow for closer collaboration
- Aligning KPIs and metrics across on-field and backend operations teams
9:50 am - 10:20 am
Industry Thought Leadership
10:20 am - 10:50 am
Bridging the Gap Between On-Site Field Technicians and Back-End Control Rooms to Improve Efficiency & Customer Service
Manolito Sasuman -
Director - Technical Support and Service for ASIA,
Director - Technical Support and Service for ASIA
In this session, hear more about connecting the dots between back-end control room team members and on-site field technicians to enhance accuracies of fix-rates.
- Streamlining field service processes to reduce workforce needed on field
- Leveraging disruptive technology like AR and VR to support on-site field technicians
- Improving communications between back-end control rooms and field technicians to ensure same-day-closure and first-time fix-rates
Manolito Sasuman
Director - Technical Support and Service for ASIADirector - Technical Support and Service for ASIA
10:50 am - 11:20 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the event! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the event.
11:10 am - 11:40 am
Morning Break & Refreshments
11:40 am - 12:10 pm
Empowering Technicians with Data for Success
Igor Vincetic -
General Manager,
Electrolux Group
Elevate Technician Performance with Mobile Apps, Granting Instant Data Access, Analytics-Driven Insights, and Streamlined Data Capture. Enhance Decision-Making and Service Efficiency
- Equipping technicians with mobile applications for real-time access to service history, customer information, and work order details
- Utilising data analytics to provide technicians with insights for better decision-making on the job
- Streamlining data capture through mobile tools, ensuring accurate and real-time updates on service activities
12:10 pm - 12:40 pm
Industry Thought Leadership
12:40 pm - 1:20 pm
Adopting Data Analytics and Shifting Strategies amidst connectivity variations
Vishal Sharma -
General Manager: Field Maintenance & Remote Technical Support Services,
OKI India Pvt Ltd
For field services and operations, connectivity is one of the main challenges. Hear from the Head of Services of OKI on tackling the challenge of field workers travelling to rural and remote areas for their products:
- Creating and reviewing base locations that are 50% to 60% deserted.
- Annually preparing shuffling strategies to continuously improve on operations.
- Integrating data analytics and technology to enable offline sales and prevent blindside operations
Vishal Sharma
General Manager: Field Maintenance & Remote Technical Support ServicesOKI India Pvt Ltd
1:20 pm - 2:20 pm
Networking Lunch Break
2:20 pm - 4:00 pm
Interactive Discussion Group (IDG)
Yosi Twentiarani -
Head of Operations,
Avery Dennison
Manuelito Saez - Head of Service Enablement, Merck Group
Clette Andrea C. Asuncion Andrea C. Asuncion - Service Manager, Service Enablement, Merck Group
Vishal Sharma - General Manager: Field Maintenance & Remote Technical Support Services, OKI India Pvt Ltd
Structured to maximise audience interaction and participation, our specially curated IDGs focuses on different industry challenges. Each session allows you to zone-in and focus on the topics that matter most to you, providing an opportunity for you to not only learn from your peers first-hand but share your challenges actively as well.
Roundtable A:
Automating Field Service Operations to Improve Efficiency
Roundtable B:
Integrating Technology for Predictive Service Success
Roundtable C:
Unlocking the Power of AI for Speed and Accuracy in Field Service Operations
Roundtable D:
Connecting Teams in the Field
Roundtable E:
Managing a Next-Generation Field Service Workforce
Roundtable F:
Evaluating how Data and Insights can Transform Field Service Management
Clette Andrea C. Asuncion Andrea C. Asuncion
Service Manager, Service EnablementMerck Group
Vishal Sharma
General Manager: Field Maintenance & Remote Technical Support ServicesOKI India Pvt Ltd
4:00 pm - 4:30 pm
Afternoon Break & Refreshments
4:30 pm - 5:00 pm
Buy or Build – Choosing the Right Approach for Field Operations
Darshan Naokhare -
Head of Engineering - Field Systems, Networks Services,
BT Group
Explore and Assess The Different Factors of Having In-house Developments vs Outsourcing Readily Available Platforms. Find out the optimal approach across different industries.
- Discussing through cost, time-to-market, scalability and flexibility
- Understanding which is the best approach across industries
- Identifying proper risk management and decision-making
5:00 pm - 5:30 pm
Harnessing Automation and AI To Enhance Field Operations
Manuelito Saez -
Head of Service Enablement,
Merck Group
In Today's Rapidly Evolving Landscape, the Integration of Automation and AI Presents a Transformative Opportunity to Revolutionise Field Operations. Delve into Strategies and Technologies for Modernising Field Operations
- Modernise field operations by equipping technicians with AI tools for informed decisions, efficient service
- Minimise downtime and drive productivity to allow seamless operations
- Optimise resource allocation and inventory management
