Field Resource Management for High Tech and Industrial Service Organizations

Unlocking Hidden Profits with Field Service and Service Parts Management

Date: Tuesday, July 19, 2011
Time: 10:30am ET /  7:30am PT 

High tech and industrial equipment manufacturers that combine field service and service parts management procedures can dramatically improve post-sales service productivity, customer satisfaction, and profitability by coordinating the resources most critical to fulfilling customer commitments – labor and parts. Studies show that this combination can unlock 20% more profits from service. This profit uptick comes from:

• Aligning technician skills and required spare parts in a coordinated fashion with demand signals.
• Increasing defective asset recovery rates, by tasking field technicians with FRU recovery, so eligible parts can be quickly repaired and put back in rotation.
• Cost-effectively supplying field technicians with the parts they need when they need them, whether parts are at a depot, in truck stock, or need to be drop shipped to the customer site, by setting target stocking levels for trunk, replenishment, and trans-shipments.

This webinar will feature real-world insights from the $20B enterprise information management powerhouse EMC.

Watch the On-Demand Webinar Now!

Featured Speakers:

John Dodd
Director, Global Services and Enterprise Programs, EMC 

John Dodd is Director of Global Service and Enterprise Programs at EMC Corporation. He currently leads EMC’s Global Services Resource and Skills Management transformation initiative that includes the deployment of the Servigistics Field Service Management, Mobility, and Parts Locator solutions to improve the efficiency of  EMC’s Global Customer Service Field Services and  Logistics operations.

John has over 18 years of technology industry and service delivery experience. An EMC employee since 2001, he has held roles leading new product delivery for EMC’s Unified Storage Division (USD), led Global Service Planning for EMC’s Ionix product line, and as a Global Services product manager helped establish standards for common product serviceability and service delivery operational metrics reporting recognized by the Technology Service Industry Association as best practices. John is a graduate of Florida State University. 

Traci White
Vice President of Process Improvement Services, Servigistics 

Traci White is the Vice President of Process Improvement Services at Servigistics, helping our customers leverage their Servigistics implementations to deliver business results.

Prior to Servigistics, Traci was the Senior Director of Logistics at LTX-Credence Corporation, a manufacturer of automated test equipment for the semiconductor industry. She was responsible for logistics globally, including transportation, warehousing, and the service supply chain. Prior to joining Credence, she led the Global Field Logistics team at Avaya as the Director of Service Logistics, supporting Services revenue in excess of $2.5B. Her team was responsible for ensuring the on-time delivery of the right technician and the right part, encompassing technician dispatch, spare parts dispatch, and spare parts planning and logistics worldwide. Her background encompasses over 18 years of functional supply chain roles, software implementation consulting, and supply chain business process consulting. Traci completed her undergraduate degree in Operations from the Boston University School of Management and her MBA in Information Systems from the FW Olin Graduate School of Business at Babson College in Boston.