Maximising Field Service Effectiveness, Customer Satisfaction and Proactive Maintenance
September 24 - 27, 2024
| Singapore
Main Conference Day 2
8:00 am - 9:00 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: Transforming Service Models to Meet the Needs of the Modern Customer
Yosi Twentiarani -
Head of Operations,
Avery Dennison
Atul Sharma - Service and Support Manager Pacific Rim, Bio-Rad Laboratories
Eduardo Imperial - Head of Service Management, Vodafone Global Enterprise
Hear From Established Leaders on The Ever-Changing Customer Demands and Going the Extra Mile to Boost Customer Satisfaction. Seek The Different Strategies and Technologies Implemented
- Leveraging technologies and tools to deliver real opportunities for business 
- Integrating field services and customer operations for enhanced customer experiences 
- Unlocking the technological advantage to transform life in the field 
9:50 am - 10:20 am
Industry Thought Leadership
10:20 am - 10:50 am
Enhancing Service Experience with Remote Diagnostics and Customer Data Insights
Nitin Dakre -
Director: Service Operations-India and Subcontinent,
Varian Medical Systems (A Unit of Siemens Healthineers)
Revolutionise service operations in the healthcare and across industries, to reduce downtime and excel in timely identification and resolution of issues:
- Customer data analytics enables personalised services, anticipating needs and enhancing trust and loyalty.
- Combining remote diagnostics with customer insights improves service speed and accuracy, enhancing efficiency and reducing disruptions.
- Emerging technologies in remote diagnostics and data analytics are set to transform customer service in medical equipment and other sectors.
Nitin Dakre
Director: Service Operations-India and SubcontinentVarian Medical Systems (A Unit of Siemens Healthineers)
10:50 am - 11:10 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
Embracing Predictive Service: The Future of Field Service
Learn About Leveraging Data and Pattern Recognition To Prevent Failures and Maximise Operational Efficiency
- Discovering how advanced analytics can predict equipment failures before they occur
- Empowering field workers to identify patterns and anticipate future problems
- Optimising resource allocation and proactively scheduling service based on predicted failures, maximising technician efficiency and minimising downtime
12:10 pm - 12:40 pm
Industry Thought Leadership
12:40 pm - 1:10 pm
Moving Beyond Breakdowns: The Power of Proactive Maintenance
Unveil the Power of Proactive Maintenance with HP’s Senior Director. Dive and Learn to Create Data-Driven Plans for Scheduled Maintenance, Maximising Equipment Life and Avoiding Costly Surprises
- Shifting the mindset and understanding the benefits of proactive maintenance in preventing breakdowns and reducing downtime
- Developing a plan for implementing scheduled maintenance based on equipment age, usage, and manufacturer recommendations
- Leveraging data from work orders and service history to identify trends and predict potential issues.
- Shifting the mindset and understanding the benefits of proactive maintenance in preventing breakdowns and reducing downtime
- Developing a plan for implementing scheduled maintenance based on equipment age, usage, and manufacturer recommendations
- Leveraging data from work orders and service history to identify trends and predict potential issues.
1:10 pm - 2:10 pm
Networking Lunch Break
2:10 pm - 3:50 pm
Interactive Discussion Group (IDG)
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 G:
Explore The Different Ways To Implement Predictive Maintenance
Roundtable H:
Implementing Effective Feedback Mechanisms for Customer Satisfaction
Roundtable I:
Exploring Different Engagement Strategies to Connect with Customers
3:50 pm - 4:20 pm
Afternoon Break & Refreshments
4:50 pm - 5:20 pm
Generating A New Revenue Source Through Field Operations
Naimish Rajyaguru -
National Service Head,
Symphony Limited
In the current market state where inflation is soaring, Symphony is generating a new revenue source by transforming a service team into a new sales unit:
- Enrolling their service team to take on sales to cover rising operation costs through product upgrades and accessories along with their main product sales
- Strategically reducing operation costs by 30% to 40%
- Foreseeing a 8% to 9% revenue contribution from their service team in 2 years
4:20 pm - 4:50 pm
Panel Discussion: Achieving Growth through Predictive Maintenance, Proactive Service and Data Analytics
Manolito Sasuman -
Director - Technical Support and Service for ASIA,
Director - Technical Support and Service for ASIA
Dinesh Kumar Balraj - Senior Director, Head of Fleet Operations, A.P. Moller - Maersk
Darshan Naokhare - Head of Engineering - Field Systems, Networks Services, BT Group
Simon Long - Senior Director - Client Technology Consulting, CBRE
Unfold The Impacts of Data Analytics and Discuss The Transformation from Reactive Services to Predictive Services, Leading To Enhanced Efficiency and Proactive Problem-Solving
- Utilising data analytics and insights to address issues for customers before they even know it
- Delivering proactive service actively partnering with customers in their maintenance needs
- Exploring preventive maintenance programs that reduce downtime and generate recurring revenue
Manolito Sasuman
Director - Technical Support and Service for ASIADirector - Technical Support and Service for ASIA
