Field Service Forum US Virtual Seminar

The Onsite/Offsite service paradigm — balancing a hybrid set of customer interactions for an optimized service business.


Field service has permanently changed — perhaps also even more dynamically than any other business function.

The pandemic has reinforced the importance of customer service by understanding customers across every service and digital touchpoint to maximize loyalty and consumer value.

Field service was already about to undergo significant change. Signaling that a massive shift was coming, such as the proliferation of connected assets and equipment, along with the seasoned field engineers getting replaced by the younger professionally nomadic, tech-enabled employees.

Therefore during this year’s Field Service US we will discuss:

  • An evolving workforce in the hybrid, digitally connected world: How to capture knowledge and integrate it into the digital tools new or contract field service engineers rely on to be successful? Giving your new team members on-demand  the ability to contribute, while offering senior engineers the ability to shift into less demanding remote support roles.
  • Meeting your customer’s expectations: Customers across the board are becoming accustomed to new models for service delivery. Solutions have been enhanced to ensure service visits meet both safety standards and customer preferences, while seamlessly blending virtual and physical experiences. As customers’ buying preferences shift toward outcomes over products, service is becoming a critical piece in the revenue model for businesses and is now looking into monetizing service events.
  • The integration of assets and equipment: The rapid increase of connected equipment and assets can mitigate the need for in-person repair or maintenance. IoT monitoring enables remote diagnostics and self-healing routines, creating a better scenario and eases the handling for the engineer when arriving onsite.

This and much more on how the hybrid field service organization will balance the onsite and offsite interaction to improve customer satisfaction whilst securing uptime will be covered in this seminar.


Join us and learn how the hybrid field service organization will balance the onsite and offsite interaction.


S — 01

Chairman Intro

Lisa Hellqvist, Managing Director, Copperberg

S — 02

KEYNOTE – Look Beyond Traditional KPIs to Manage Costs, Improve CX, and Measure Success – Even During Economic Uncertainty

Juan Cruz, Director, Service Operations NA, Haemonetics

Sidney Lara, Service Principal, Aquant

S — 03

KEYNOTE – Ai-Based Service Optimization Across the Service Lifecycle

Gopal Ratnam, VP Product Management, Industry Solutions, HCL Software

S — 04

PANEL DEBATE – Power of 50 Highlight Session – What Will a Successful Hybrid Service Organization Look Like?

Franck Gregoire, Head of Global Aftermarket, Mycronic

Ervin Omerspahic, Uptime and Strategy Manager, Volvo Buses

Björn Allskog, Team Leader Field Service, GROHE

Lisa Hellqvist, Managing Director, Copperberg

S — 05

Closing Remarks

Lisa Hellqvist, Managing Director, Copperberg


Want to see what was discussed during past events? Download the 2021 Post Event Report.


Interested in becoming a partner? Contact Amjy Hussain today!