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Your Hosts of the Coffee Break Series: Global Customer Transformation

Community Manager
Community Manager
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Here's the full calendar of sessions in our Coffee Break Series: Coffee Break Series: Hosted by Global Customer Transformation Team shared by @mark_homer, one of our expert hosts. 


Coen-Jeukens.jpgCoen Jeukens (On the community @cjeukens )is VP of global customer transformation at ServiceMax. He works with customers and prospects to fully unlock the true value and potential of their service organizations. Prior to joining ServiceMax, Coen was the services contract director at Bosch where he implemented an outcome based business model, with highly impressive results. Coen is also a regular keynote speaker at prominent field service conferences around the globe.


Coen's Articles on Field Service Digital



Coen's Coffee Break Sessions:

26-Mar Offering Uptime contracts 6 PM GMT (11 AM PDT) If our customers want equipment to work how do we convince them to buy uptime contracts opposed to traditional break-fix and preventive maintenance contracts?
2-Apr Managing work permits before commencing a job 6 PM GMT (11 AM PDT) Mission critical equipment is often installed in 'restricted' locations. What do you need to organise technician safety and equipment integrity?
9-Apr Managing Leakage 6 PM GMT (11 AM PDT) Do you have any idea how much service you are giving away for free? Willingly or unknowingly? Tune in for some tips to control leakage.
16-Apr Incentivising Technicians for Upsell 6 PM GMT (11 AM PDT) A technician has frequent touch points. A technician has trust. How to use this unique position to drive service revenue?
23-Apr Setting up a daily "Field Activity Review Meeting' 6 PM GMT (11 AM PDT) "Data itself doesn't run your business. You have to look at it and act upon it.
Get some examples of how you can use reports and dashboards to improve continuously."


MarkHomer-450x450.jpegMark Homer (On the community @mark_homer ) is a dynamic, innovative and highly successful IT and digital transformation leader. He is responsible for Global Customer Digital Transformation, ISV Technology Partners and Corporate Development projects at ServiceMax. He focuses on working with prospects and existing customers to understand and unlock the true value of service execution within their field service organisation. Prior to joining Service Max, Mark headed software development at Service Power plc across offshore partners and agile development teams over three time zones. Spearheaded technological strategic vision, product development, digital strategy for optimisation technologies, assisted technologies and IoT connected services.

Mark's Articles on Field Service Digital


Mark's Coffee Break Sessions:

31-Mar Data Gravity 9 AM GMT (2 AM PDT) What does good quality data from the field mean to your business? How can it give actionable insights to your customers?
7-Apr The 100k Technician 9 AM GMT (2 AM PDT) Field service work is changing. Does your business see more scalable, repeatable, simple jobs, or highly complex, high skill jobs? How are businesses evolving to offer mixed labor models?
14-Apr Why Croissants should be square 9 AM GMT (2 AM PDT) Automation is driving change. The Internet of Things is reshaping products and services. How will this affect your business?


Kieran-Notter-400x400.jpgKieran Notter  ( On the community @kieran_notter ) is director of global customer transformation at ServiceMax. He is acknowledged as a service industry domain expert with 30 years’ experience. He specializes in field service revenue and working capital improvements, with a particular passion for supply chain operations. He is highly effective at partnering with customers to deliver tangible, practical results across their service operations. Having previously worked for companies including Kodak, Bell & Howell and, most recently, Pitney Bowes he understands the importance of a logical approach that is supported by real-time analytics. His considerable experience in implementing and using systems such as SAP, Servigistics (PTC), Oracle (Siebel), Salesforce and ServiceMax enables him to recognize a client’s challenges and facilitate solutions that lead to sustainable growth. His recent consultancy engagements have delivered improvements, such as reducing field service inventory levels by 45 percent while maintaining a higher first-time fix rate.


Kieran's Articles on Field Service Digital

Kieran's Coffee Break Sessions:

31-Mar What is impacting your FTF? 6 PM GMT (11 AM PDT) What are the key drivers for an excellent (or lack-luster) first time fix rate? Parts? Knowledge? Planning? Let's discuss!
7-Apr Service Supply Chain 6 PM GMT (11 AM PDT) What are the challenges and best practices when you focus on ordering, replenishment, RMA, and inventory management?
28-Apr How do you move T&M to Contract? 9 AM GMT (2 AM PDT) Do you have an element or the majority of your business as time and materials (T&M) that you would like to convert to contract?
30-Apr Depot Repair 9 AM GMT (2 AM PDT) Are you thinking of creating a depot repair service? Do you have one in place today? 


sumair.jpegSumair Dutta (On the community @sumair_dutta ) is the director of digital transformation at ServiceMax. In his role, he works closely with ServiceMax customers to maximize the results from their business and digital transformation journeys. He works closely with leaders of service businesses to define and shape their service vision while working hand in hand with implementation teams to execute on established service plans. Sumair is a thought leader in the field service and service management spaces and has conducted numerous research projects in the areas of field service, customer support and business strategy. He brings more than 15 years of experience in studying, analyzing and guiding field service organizations, first at the Aberdeen Group and most recently as the chief customer officer at The Service Council.

Sumair's Articles on Field Service Digital

14-Apr NPS, Customer Effort, Customer Satisfaction - Which Score Works Best? 6 PM GMT (11 AM PDT) There are many customer experience scores available. Which one is the most appropriate to use? Let's Discuss!
21-Apr What Technicians Want? Making Their Lives Easier 6 PM GMT (11 AM PDT) Technicians are the lifeblood of the service organization. What can we do to improve a day in their lives?


JoeKenny.pngJoe Kenny is the VP of global customer transformation & customer success at ServiceMax. His career spans over 30 years of leadership positions in Operations, Sales, Product Development, Product Marketing, and Field Service. Beginning his field service experience with the U.S. Naval Security Group Command (NSGC) as a mainframe computer technician, Joe subsequently lived and worked in Asia, the U.S., and Europe. Joe has focused on customer relationship management, using clearly defined and mutually agreed to measurements of success, and driving to continually exceed customer expectations, allowing for exponential business growth and client retention.

Joe’s Articles on Field Service Digital



Joe's Coffee Break Sessions are all listed here! APJ Coffee Break - Join us this Thursday morning 

About the Author
I'm obsessed with collaboration, networking, and social engagement. I'll work with clients on little things like @mentioning another admin in the thread, someone who is working on the same kind of project. Or big things, like getting a contact on an interview with Fortune Magazine or putting them on a huge keynote stage. Collaboration tools, fun in-person events, virtual calls and meetings, these are my areas to geek out, and helping you meet peers who are valuable connections is my work joy. At home, it's softball, Marlo (dog), Vermont, music.