As Program Director, Service Innovation & Connected Products, Aly Pinder Jr leads IDC research and analysis of the service and customer support market for the manufacturer, which includes topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience. Mr. Pinder Jr. is also responsible for research which aids manufacturers as they evaluate innovative technologies like 3D printing for service operations, augmented and virtual reality in field support, and remote monitoring and resolution in support of assets. Mr. Pinder Jr. establishes a roadmap for the manufacturer to better understand how technology can transform service and support functions to drive exceptional customer experiences and customer value, profitable revenue growth, and improved efficiency in the field.

Previously, Pinder Jr. has been an analyst researching the service and customer support market for more than twelve years at The Service Council and the Aberdeen Group. He has established himself as a thought leader for the trends and best practices impacting manufacturers regarding field service, service parts management, service contract & warranty management, and the Internet of Things.

• B.A in Supply Chain Management from The D’Amore-McKim School of Business at Northeastern University
• S. in Business Administration from Pepperdine University
• Frequent keynote speaker, presenter, panelist, and moderator at industry conferences, technology vendor events, and end user events.