Agenda

Recognizing the wave of disruptive technology that affects us all, the forum begins by highlighting what are some of the best practices in Field Service Management with a focus on the key IoT trends we could not afford to miss. The session will then be followed by presentations on how real-time data can improve field service performance and how Big Data is transforming field service mobility.

Next, we will peek into three major areas of the future in field service by first looking at how to shift from a costly break-fix model to a fix-before-breakage model, followed by a session on how can drones be deployed to optimize service delivery as well as whether BYOD approach is right for your field service organization. These back-to-back sessions will undoubtedly offer you an exchange of practical and modernized ways to resolve day-to-day work complexities.

• Understanding the trifecta of field service, field mobility and customer experience
• Find out what are the key IoT trends you can’t afford to miss in delivering field services
• Find out whether your organization’s existing operating / mobility systems needs to be upgraded or replaced
• Embracing Field Mobility in the digital age
• How to overcome current limitations and proceed to the adoption of field mobility

• Understanding the Pros & Cons of a Mobile Field Workforce
• Is BYOD right for your service organization and the key to increasing field engineers’ efficiency?
• Keys to a successful implementation of BYOD for mobile field service through cross-platform app capability
• Case Study: Mobile Offices of the Future

Andrew Stevens is the service manager of Damen Services Brisbane which is a member company of the Damen Shipyards Group. Damen is a global shipbuilding business, delivering over 200 vessels to customers throughout the world. Damen builds its standardized ship and custom designs in their owns shipyards and partnering yards across the globe. It has its sights set to commence building ships in Australia in the coming year. Andrew is responsible for the team delivering and servicing ships arriving into the Australasian region which extends as far as Tahiti. Its estimated that Damen has over 100 vessels currently operating in Australia and New Zealand, with 10 new builds arriving into these markets annually which all carry a warranty contract. To support customers Damen is heavily reliant of its field service team to provide technical expertise and knowledge of these standardized vessels to overcome operational issues.

• Upgrade CMMS for Increased Functionality
• Incorporation of Field Mobility
• Linking CMMS to SAP Financial System for productivity improvements
• Target ISO55000 Asset Management Certification
• Focus on asset availability
• Case Study: SUEZ Water & Treatment Solutions asset management upgrade

Kim is a proven infrastructure leader with strong operations, maintenance, project management, business development, construction and general management skills within the water & wastewater treatment, construction, contracting, municipal, industrial, food & beverage, mining, oil & gas, energy and resources sectors. He is a strategic thinker, using strategic business planning to grow and manage businesses, leads by example, drives quality and HSE and achieves excellent outcomes with personnel through leadership, personal development and mentoring.

Kim has a long and successful history and significant experience particularly in Operations & Maintenance and Capital Works / Infrastructure Management. He is currently Plant General Manager of Prospect Water Filtration Plant, one of the largest filtration plants in the world, supplying up to 85% of Sydney’s water; enough for 4 million people. The plant runs 24/7 with 100% availability. He was previously Business Development and Operations Manager for Downer EDI’s water business in Australia, Plant and JV Manager for Deerubbin Water Futures, builder and operator of the 50MLD Advanced Water Treatment Plant in Western Sydney, General Manager Operations for Osmoflo and Manager Capital Projects for SA Water. He also ran his own engineering, project management and strategic business development consultancy where his expertise won significant operations & maintenance contracts for large organisations.

He was instrumental in introducing Maximo CMMS into SA Water whilst General Manager Water Engineering Technologies, where he was awarded SA Manufacturer of the Year 2001. He has an Engineering background, supported by Business Administration and a Masters in Infrastructure Management.

• Explore the potential of space technology & analytics in the field service sector
• How miniature satellites provide timely information to enhance field service response
• Case study: Application of EO Satellites in Field Service

Shankar is an experienced regional leader with a demonstrated history of working in the information technology and services industry. Skilled in Advisory, Consulting, Enterprise Architecture, System Integration, Managed Services/ Outsourcing, Enterprise Software, Business & Sales Management, Partner Management, and High Value Relationship Management, he is a visionary professional with a degree in Computer Science and Engineering from IIT, Kanpur, India, and an Executive MBA focused in Strategy, Operations and Finance from University of Technology Sydney.

In this presentation, hear how Veolia, one of the largest global providers of water and wastewater treatment solutions is managing more than $10B worth of assets in partnership with Infor EAM Mobility. Veolia has forged ahead with innovations in processes to improve productivity and efficiencies in the field. Hear how they have achieved great outcomes:

• Faster response times
• Removed manual processes
• Gained immediate access to real time data
• Improved work management efficiency and effectiveness

In this session, we will introduce Infor EAM Mobile and show how it is making a difference for the better!

An Enterprise Asset Management professional, David has over 25 years extensive experience in the development, implementation and support of Asset Management Solutions & Systems. David has an Electrical Engineering background and has held Engineering and Maintenance Management positions in the Heavy Steel, Electrical Hydro Generation and Manufacturing industries.

Since 2008, Yann has project managed the implementation and support of Infor EAM at the Veolia infrastructure sites across Australia and New Zealand. Yann has a Masters degree in Mechatronic Engineering and a Diploma in Project Management He has held senior project management positions in France and Australia in engineering/manufacturing organisations.

• Analyzing how the use of drones affects workflows and field service deliver efficiency
• Understanding the benefits that drones will delivery to your organization
• Case Study: Drones in Field Service (discussing the practical applications, regulations, challenges and solutions of drones deployment in the field service business)

Kyle is currently an Account Manager for Drone Management Australia (DMA): a consultation firm in the emerging drones service industry. As drone-based enterprises continue to grow Australia-wide, DMA helps businesses, each with their own unique requirements, select the best Drone Service Provider for their business.

Drones, also known as Unmanned Aerial Vehicle’s (UAV’s), can serve business in myriad ways, including but not limited to: power-line inspections, mapping, surveying, and search and rescue. As we at DMA like to put it, drones are best suited to jobs considered ‘dull, dirty, and/or dangerous’.

Like any industry, DMA will have to overcome many challenges – from safety concerns to regulatory hurdles – before we see drones readily used in day-to-day functions. Nonetheless, there is one certainty: drones will revolutionize the way businesses think and act.

• Keeping field service engineers away from ground level to minimize the risk of accident
• Speed up site inspection with drone deployment

Ron is a Senior Visiting Fellow at the Australian National University and the University of New South Wales lecturing in Business Law and Technology and International Air Law. Ron was admitted as a barrister in 1993 and then took up a senior management position with the Australian Civil Aviation Safety Authority and then later was appointed as Head of Safety and Regulatory Compliance for Qantas Airways Limited and held this position until 2009.

In 2010 Ron established AvLaw Pty Ltd of which he remains as Chairman. In this role he has provided regulatory and legal services in conjunction with law firms across a range of commercial sectors with a specialisation in administrative, business and aviation law. AvLaw provides highly complex technical aviation consultancy services globally on aviation legal and regulatory matters for airlines, airports, safety regulators and to the government bodies including Papua New Guinea, Timor Leste, Republic of South Africa, Vanuatu and Indonesia. Ron is also President of the Asia-Pacific RPAS consortium and an independent Director of Regional Express Holdings Limited and Chair of the Board Safety and Risk Management Committee.

He is author of numerous publications including the bestselling Aviation Law in Australia (4th Ed), Drones in Society, and International Aviation Law.

• Case Study: Drone Inspection in BlueScope Steel

With over 30 years of experience in maintenance and engineering, Derek has done it all from design engineering, project management, reliability and maintenance leading practice development to SAP plant maintenance implementation and manufacturing excellence. He successfully built effective teams, lowered costs, improved plant condition, increased equipment availability and uptime for many major engineering and capital projects. He is therefore well positioned to provide comment on many leading practice topics including insourcing vs outsourcing.

• What should an organisation change in order to stay afloat amidst technological disruption in the Field Service?
• Discuss what are the best Management Style, Working Culture, Technological Change in the field
• How to ensure your field workforce is receptive of the change at workplace?

Kathleen Mackay is a senior executive with over 15 years of experience in harnessing the power of people, innovation, and technology to drive successful business outcomes. In 2017, the Boral IT division launched a new internal brand ‘Boral Digital Solutions’ to better reflect our vision for the future. This new brand represents our commitment to delivering a Digital Experience that is customer centric with a focus on innovation and agile concepts to drive faster delivery.

Kathleen has held a number leadership roles and has relentlessly executed on several strategic plans. She has established and grown new capabilities in digital, customer experience, mobile, and transformational change and is regarded as an expert in her field. She was short listed as a finalist in the 2016 Women’s Agenda Leadership Awards and outside of work she is a sports enthusiast and dedicates time each month to professional and community voluntary pursuits.

Throughout his career with Schindler Lifts Pty Ltd, Roy Jaekelmann has held several engineering, operations management and leadership positions across Europe and Asia.

Roy is currently the Director of Existing Installations for Schindler Australia, where he drives Schindler’s Digitisation Strategy. As Schindler forges a new path in bringing vertical transport into the digital age, Roy has been instrumental in facilitating the engagement, education and interest in this new technology amongst Schindler’s field services team.

Day two starts off by equipping delegates with ways to optimize smarter scheduling of field service technicians as well as how to better manage spare parts and inventory management. With change comes resistance, we will also look at how to get field service professionals to be more prepared with the integration of the existing system with new field service management .Through these sessions, delegates will be able to better hone their skills and transition from a manual system to an automated one by incorporating IoT to practical use. 

• Understand how to continually monitor and improve your business processes
• Techniques that leverage data analytics to predict process KPIs, recommend the right set of resources to deploy for each process step, or the right sequence activities to deal with process exceptions
• An appreciation of available tools

Professor Ghose holds PhD and MSc degrees in Computing Science from the University of Alberta, Canada (he also spent parts of his PhD candidature at the Beckman Institute, University of Illinois at Urbana Champaign and the University of Tokyo) and a Bachelor of Engineering degree in Computer Science and Engineering from Jadavpur University, Kolkata, India. While at the University of Alberta, he received the Jeffrey Sampson Memorial Award. His research has been funded by the Australian Research Council (Chief Investigator on 8 ARC Discovery and Linkage Projects), the Canadian Natural Sciences and Engineering Research Council, the Japanese Institute for Advanced Information Technology (AITEC) and various Australian government agencies as well as companies such as Bluescope Steel, CSC and Pillar Administration. His research has been published in the top venues in service-oriented computing (SCC and ICSOC), software engineering (ICSE and ER) and AI (Artificial Intelligence Journal, AAAI, AAMAS and ECAI). He has been an invited speaker at the Schloss Dagstuhl Seminar Series in Germany and the Banff International Research Station in Canada. He has also been a keynote speaker at several conferences, and program/general chair of several others. He is a senior technical advisor to several companies in the areas of constraint programming and business process management, both in Australia and Canada. He serves as assessor (Ozreader) for the Australian Research Council and as an external reviewer for the research funding agencies of Canada, Israel, Austria, the Netherlands, Ireland and South Africa. Professor Ghose is a Research Leader in the Australian Cooperative Research Centre for Smart Services, Co-Director of the Centre for Oncology Informatics at the Illawarra Health and Medical Research Institute and Co-Convenor of the Australian Computer Society NSW SIG on Green ICT. He is a past Vice-President (2010-2014) of CORE, Australia’s apex body for computing academics. He is also President of the Service Science Society of Australia and a Fellow of the Institution of Engineers (Australia).

• The role of analytics for improved intelligence
• Cloud deployment in achieving excellent field service management
• Ensure continuous improvement in field service settings with AI

Andy is a strategic Information, Technology and Data Management Leader.

He has extensive experience in facilitating high quality engagement with business partners across large enterprises in the oil and gas, mining and legal services sectors.

His strengths lie in driving performance to deliver on business strategy, leading enterprise-wide digital transformation projects, and optimizing value generated from Information Management assets.

Specializations include governance, strategy and planning, business analytics and business process improvement.

He is currently focused on strategies for building a cloud-based Microsoft 365 digital workplace platform for 4000+ metropolitan and remote based personnel.

• Increase visibility with on-site connectivity in real time field service operation with wearables providing real time view & communications
• How to enhance bidirectional communication between the field and the main office / fleet hub
• Case Study: Explore the viability of generating on-site invoicing and cashless payment system

I am an experienced State Manager with a demonstrated history of working in the mechanical or industrial engineering industry. Formerly I was skilled in Process Control, Engineering, Control Systems Design, SCADA, and Electrical Engineering. Strong sales professional with an Executive Master of Business Administration (E.M.B.A.) focused in Business Administration and Management, General from Sydney Business School. I completed my final Business Consultancy Report (Thesis) on Intelligent Transport Systems (ITS) within the Emergency Services Sector in the Sydney Metro Region. This was developed through an in depth review of the specific sector of Land Transport Technologies within (ITS). This project has led to an active long term interest and career pursuit within the greater topic of Smart Cities. I have an ongoing interest in the inter-related literature research areas that affect this fascinating sector.

• Understand how to incorporate lean management into your field service operation (from a top-down approach)
• Delivering significant improvements in support and service delivery by accurately identifying and driving internal process improvements
• Case Study: How to deliver excellent services by providing both software & hardware support to your technical service team

Tony has spent the past 23 years working in a service capacity for some of the world’s leading office equipment companies, witnessing great change in technology and processes in service delivery. Tony started in management at Canon Australia when Canon introduced digital production devices into their range and was responsible for putting together the service delivery of a high demand segment of customers using resources unfamiliar to production pressures and constraints.

He then tried something different and took on the role of managing a second level support team that supported Konica Minolta’s distributors in South Africa, New Zealand and the Middle East as well as in Australia, where he gained experience in managing resources who support field resources.

Having spent 20 years working in the office automation industry, he then decided to move into the unfamiliar territory of the personal computer industry at HP and arrived at the same time as the company was separating and soon found that he would have to manage a team of PC and Printer technicians in a time of great change, including a change in the Service CRM globally.

From this journey, Tony has developed a skill of managing technical resources in times of technological change and delivering success through his understanding of technical people and how to leverage their perspective when developing their tools to do their role.

Brand Sponsor Presentation (Fountx)

Fountx – Knowledge at Hand: A serious ground breaking capability multiplier that utilises assisted reality wearable technology

Fountx is a user friendly tool to significantly boost the productivity and capability of your technical teams. Using Fountx reduces maintenance downtime while improving accuracy, quality and safety performance. By projecting knowledge from expert to technician in an assisted reality environment that mirrors natural interaction, fountx helps individuals perform maintenance tasks quickly and safely. Fountx can provide an individual FSR or team of FSR’s with access to an entire company’s knowledge to have on hand anywhere in the world in real time.

Laurence joined TAE Aerospace in June 2016 to head up the development and delivery of TAE Aerospace’s advanced technical product lines as well as enhance TAE Aerospace’s senior leadership team. In July 2017 TAE Aerospace decided to setup Fountx Pty Ltd a subsidiary company and Laurence is leading that company to commercialise a world changing product using assisted reality to enhance human capability.

• Discuss the barriers in integrating existing technologies with new IoT
• Discover what are the cost & governance that should be put in place to achieve better integration of technology into existing framework
• How Field Service Drives Customer Success

Rick is a veteran of the Australian IT scene, with his career in the industry spanning over 35 years. Rick worked for most of those years in the corporate sector, holding senior C-level roles with industry titans such as IBM, Unilever, Goodman Fielder and United Technologies. Rick gained extensive field service management experience in his last role, presiding over a significant transformation project to deliver field scheduling and mobility solutions to some 1,200 field technicians across Australia and New Zealand, for the fire and security division of United Technologies. It was on the back of this experience that Rick established Sognos Solutions in early 2016, with the express aim of helping organisations embrace digital transformation, especially in optimising their field operations and efficiency. The business motto is ‘First in Field Service’, and this remains the core competency of the Sognos Solutions organisation.

Consumed with creating solutions to problems, I have been driven by an enduring passion for customer success throughout my executive career. Whether it’s working collaboratively to solve a client problem or developing innovative responses to a pressing business issue, my mission is to deliver customer-focused outcomes that deliver continued business growth.

With more than 15 years’ experience in senior strategic and operational leadership roles with a focus on delivering incredible customer experiences, I have built and led high performing client-focused teams that consistently produce positive outcomes for our partners and people.

In the role of Chief Customer Officer (CCO), my remit is to advocate on behalf of our customers to innovate the way we deliver our project management and technology field services solutions.

With over 20 years experience in customer focused roles for multi-nationals and agile start-ups, I deliver customer success to drive better outcomes for our people and our customers.

Tim Catley is the Group CIO for Transport NSW (TfNSW) the principal department responsible for public transport and roads in NSW. TfNSW was established in 2011 to coordinate the policy, planning, funding and delivery of transport services and programs across NSW. TfNSW has over 27,000 staff, an annual budget of $12Bn and manages over $110Bn of assets. Tim joined Transport NSW in 2012 to drive a substantial change program across the organisation. This included delivery of a strategic change plan for technology across the organisation, the successful delivery of a number of technology enabled business transformations and the rebuild of IT capability and governance. Tim is an experienced C-level IT executive with 20 years experience in IT leadership roles and a demonstrated track record delivering successful transformation across a wide range of industries. He also has extensive experience in the transformation of IT teams to improve their capability and performance having a strong focus on ensuring that organisations extract the maximum value from their technology investments. Tim’s prior experience includes his roles as Group CIO and Head of Shared Services at APN, CIO for Sydney Water and IT Director at News Limited and PricewaterhouseCoopers.

• Using Data & Analytics to drive Game-Changing Customer Experience
• How to meet instant customer gratifications by surpassing their expectations with technology
• Monetizing customer experience through social and real time

Anton is an entrepreneurial executive with global experience in business development, product management, technology, enterprise solution architecture, business and technology strategy. Anton is an innovator, thought leader and visionary who has a proven track record of turning ideas into successful new solutions.

Anton was the Head of Customer Solutions & Technology Strategy, Chief Technology Officer (CTO) & Chief Architect for Telstra Health & Telstra (Australia) across different verticals such as education, health, media, finance, public safety & mining and built over $ 1.2 billion worth of new complex solutions. Some of the solutions he has designed and delivered are FOXTEL’s Content Delivery Network (CDN), ARTC’s National Train Communication System, Department of Health’s National Cancer Screening Registry, National Telehealth Connection Services and Vendor Neutral Archive. Anton has worked for Telecom NZ, University of Auckland (NZ) and for Satellite Information Services (UK) as Head of Broadcasting and Transmission (SL). Anton is an honorary advisory member for The Tamil Nadu Dr.M.G.R. Medical University (India). Anton holds a Master’s Degree in Engineering from the University of Auckland.

• Industry research and empirical evidence suggest that bulk of the field work in asset intensive industries is originated due to unexpected asset failure and weather events
• As the volumes of asset, operational and environmental data exponentially grow, it is now possible to mine the data using first principle based models and machine learning techniques to forecast quantum of field work
• Case Study: ABB’s Connected Asset Lifecycle Management (CALM)

Ravi has over 15 years of experience in working with energy and utilities customers across India, South East Asia and ANZ regions with specific focus in emerging technologies. His breadth of technology experience spans utility commercial operations to asset and field operations. More recently, Ravi has been heavily involved in predictive analytics for asset lifecycle management.

Ravi holds a Bachelor of Electrical Engineering degree from the National University of Singapore (NUS), and an MBA from Australian Graduate School of Management (AGSM) and is based in Sydney.

Geoff Gatehouse has 15 years of experience in the lift industry covering the Modernisation, Service and Installation functions. Geoff has worked with some of Australia’s largest property owners and builders to deliver projects and services, with the aim to exceed customer and end user’s expectations.

Geoff strives to improve service operations by focusing on the human aspects, both on the customer and employee side of the equation.

As the National Operations Manager, Geoff works with each Branch to ensure resources and systems are in place to deliver services with professionalism, no matter how large or small the operation. Geoff has Management and Operations degrees from the University of Technology, Sydney

• How to improve Field Service Workforce Support / Management
• Managing and maintaining institutional talent & knowledge transfer when replacing the ageing workforce
• Remove business silos & engage with your customers

Andrey Ivanov is a Field Service Engineer working in this industry since 2004. Andrey’s qualification is Electronics Engineer. Graduated from Almaty Institute of Energetics and Telecommunications in 2003. Most of these 13 years Andrey was performing as team leader rather than only a team member.

Along professional way Andrey gained the following experience:

• Field Service experience, working with various equipment types, like X-ray Computer Tomography, Explosives and Drugs Trace detection systems, Automatic Border control systems, Fingerprint capture and processing systems, Integrated Operating theatres equipment etc. Deep understanding of systems functionality and structure along with the ongoing practice allowed to master troubleshooting and repair of complex electronic and mechanical systems.
• Management experience, managing teams of up to 11 people.
• Administrative experience, managing all service related tasks, like coordinating spare parts stock levels and leasing with logistics and sales teams as well as customer representatives on a high to low level in both Government and Private Sectors.
• Training experience, providing technical, user and administrator training for own team members and end-user employees.

Geoff Gatehouse has 15 years of experience in the lift industry covering the Modernisation, Service and Installation functions. Geoff has worked with some of Australia’s largest property owners and builders to deliver projects and services, with the aim to exceed customer and end user’s expectations.

Geoff strives to improve service operations by focusing on the human aspects, both on the customer and employee side of the equation.

As the National Operations Manager, Geoff works with each Branch to ensure resources and systems are in place to deliver services with professionalism, no matter how large or small the operation. Geoff has Management and Operations degrees from the University of Technology, Sydney

Matthew has worked for twenty-three years in the medical sector, where rising customer expectations and complex regulatory requirements call for a strategic approach to supply.

Having worked across all facets of supply chain, Matthew believes the starting point is the voice of the customer, enabling a collaborative effort within the organization, together with third-party suppliers, AND customers, to meet specific industry needs.

Matthew is a huge proponent of the Data-Driven-Supply-Chain model, and empowerment of people through training, and coaching in the use of technology.

Based in Sydney Australia, Matthew is currently engaged in a project of ERP standardization, and the sharing across borders, of best practises, driving efficiencies and growth.