Medical Device Field Service Optimization Conference

January 18-19, 2018 | Arlington, VA

CRYSTAL CITY MARRIOTT

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DAY TWO | FRIDAY, JANUARY 19

8:30 REGISTRATION & MORNING COFFEE

8:50 CHAIRPERSON OPENING REMARKS
Mike Fuller, Enterprise Sales Manager East Coast, CORESYSTEMS

9:00 INNOVATION IN FIELD SERVICE CONTRACTING & SERVICE AGREEMENTS
When contracting for field service and support, whether at the point of sale or post-sale, through a formal service agreement, medical device firms face a unique set of challenges in working to align customer needs and expectations with realistic pricing for services rendered. This dynamic is often further complicated by the relationship between manufacturer and customer, particularly in situations where Group Purchasing Organizations (GPOs) act as intermediaries contracting for products and services rather than customers directly. With a wide array of potential agreements, from large-scale warranties for capital equipment to servicing of surgical equipment, manufacturers can learn a great deal from the best practices in service agreement structure, pricing and contracting utilized by various corporations.

 

9:00 PANEL DISCUSSION: INDUSTRY BEST PRACTICES

  • Structuring field service agreements & contracts
  • Enhancing the value of products through service
  • Integration of service into sales agreements

Jose Bernazar, VARIAN MEDICAL SYSTEMS

Lee Player, Field Service Expert

Rick Spitzer, Director, Customer Support & Repair, KARL STORZ IMAGING

 

9:45 SERVICEMAX BY GE DIGITAL- CASE STUDY: THE DIGITAL TRANSFORMATION OF EQUIPMENT SERVICE

Joe Kenny, Vice President, Global Customer Transformation & Customer Success,SERVICEMAX

 

10:30 COFFEE & NETWORKING BREAK

 

11:00 MAXIMIZING SERVICE TIME WITH DIGITAL TOOLS
Our Customers come first. We are passionate about our products and the need to service them. One of the best enablers is to provide field service to medical devices is having the best IT Platforms. The other key factor in servicing our customers and products are our Field Engineers and Technicians. In our modern times, it is a requirement to go digital, but vision is easier than Implementation:

  • What are the key challenges we face in developing a platform for servicing Medical Devices?
  • What are the best tools to face these challenges?
  • What principles should we keep in mind as we encounter inevitable change and technical challenges?

Lara Hanson, Systems Operations Manager, GE HEALTHCARE

 

12:00 LUNCHEON FOR ALL CONFERENCE PARTICIPANTS

 

1:00 CASE STUDY: SUCCESSFULLY INCORPORATING REMOTE SERVICE INTO FIELD SUPPORT
In an effort to combat the constant pressure to provide optimal service to customers while simultaneously facing increasing cost constraints, field service executives seeking to increase the prevalence and enhance the ability to assist customers remotely. While virtual support yields a multitude of benefits service, executives face several hurdles before these capabilities can be realized; from presenting value of investing in remote capabilities, overcoming challenges in hospital approval, and working collaboratively with product design teams for developing necessary device abilities. A real world example of overcoming roadblocks to installing the capabilities for virtual service will provide attendees with a roadmap of developing the business case to of implanting this cost saving method.

  • Demonstrating reduced repair timelines with remote field service
  • Making the case for ROI of virtual field service execution
  • Implementing computer-generated service in product development

John Romero, National Support Specialist (MRI), PHILIPS HEALTHCARE

 

1:45 CASE STUDY: OVERCOMING OBSTACLES OF ENGAGING FIELD SERVICE IN PRODUCT DESIGN
Field service leaders recognize the importance of incorporating repair and maintenance perspectives into the design process of a device, as integrating service capabilities early in a products lifecycle allows manufacturers to streamline field work, but service executives are faced with challenges when attempting to achieve cross team integration. Field service must work in concurrence with accelerated product to market timelines, adequately demonstrate the value to field service to design teams, and provide input during critical development phases. Through a comprehensive overview of the understanding regarding the key field service considerations and best practices for working with design teams, executives can ensure more streamlined field service capabilities downstream.

  • Educating design teams field service requirements and needs
  • Demonstrating pitfalls of products not designed for service
  • Exemplifying added customer value with built in service features
  • Strategies for overcoming potential objections of design collaborations

Geoff Bragg, Director, Global Service and Repair, ARTHREX

 

2:30 CASE STUDY: POSTMARKET REPORTING COMPLIANCE OF FIELD SERVICE PRODUCT DEFICIENCY OBSERVATIONS
Field service and postmarket executives are tasked with monitoring quality and safety following a product’s release onto the healthcare market, along with the execution of any required remediation strategies. In recent years, there has been increased scrutiny from regulators regarding what product deficiencies and malfunctions are being reported by manufacturers; and as lack of comprehensive reporting standards can result in enforcement kick back from regulators postmarket and field teams must communicate to ensure compliant reporting practices. Collaboration between teams along with ensuring that field service technicians have a thorough understanding of the parameters regarding what adverse events can trigger the need for reporting is essential to remain complaint with regulatory standards.

Rick Spitzer, Director, Customer Support & Repair, KARL STORZ IMAGING

 

3:15 CLOSING REMARKS & CONFERENCE CONCLUSION