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Starting out as a specific day to the Field Service USA program in 2011, the medical device attendees were so hungry for a more focused agenda that Field Service Medical ran as a separate event come 2012 and is now the premiere event for service executives in the med-tec space. Jonathan Massoud, Divisional Director WBR talks us through the latest industry trends and gives us a look at what to expect at this year's event...

 

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Thinking of going but still not got your tickets? Field Service News readers are entitled to a 25% discount to this event. Visit: fs-ne.ws/6Gfp308FA2N and use the code FSM17FSNEWS

 

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Every OEM that we surveyed in the lead up to the creation of 2017’s agenda mentioned regulatory guidelines and compliance as a concern. Right now, compliance becomes more critical as the FDA’s current focus is on third party providers and their relationship with OEMs.

Strict guidelines are a necessity. In a life or death setting, there is no time for faulty equipment.

There is a reason why OEMs are concerned, however.

These very regulations can impede innovation.

For example, apps built within a CRM that are not “quality certified” get shut down. Due to the sheer number of spare parts, regulatory bodies are forced to cherry pick what, when, and where they’re going to enforce.

Unless you are a big hospital or facility, JCAHO cannot enforce everything 100% of the time, creating an inconsistency in who is being carefully watched over.

Still, medical device equipment, spare parts, and how the technician fixes the machine have to comply with a multitude of rules. And as long as there is consistency and a quick turnaround process for approval, the OEM can appreciate this.

[quote]Despite how much compliance crackdowns may hinder ingenuity, money is continually poured into R&D for new products since the industry is fueled by the moralistic end-goal of improving quality of life.

Despite how much compliance crackdowns may hinder ingenuity, money is continually poured into R&D for new products since the industry is fueled by the moralistic end-goal of improving quality of life.

 

According to MDDI in a telling article entitled American Medtech Market to Grow 6.4% Annually Through 2017, “By 2016 the medical device market is projected to reach $134 billion.”

As this industry grows in revenue, there is a bigger focus on after-market service quality to create a brand differentiator, as they are selling to an increasingly shrinking customer.

Service needs a PR makeover. Customers are demanding more than just having a tech come over to fix a machine when it breaks. In fact, they want to see diagnostics tools being used so that the machine doesn’t break in the first place – or at the very least have a tech fix the problem remotely.

While it was once considered just a cost, service has a new role in revenue production, with some companies already having their service and sales departments integrated.

Due to this focus on cross-functional integration, OEM executives have finally come to realise that after-market service is a critical component to the customer’s experience.

This leads us to Field Service Medical 2017:

Day 1: Be Proactive Rather than Reactive:

• Create a business case for IoT to implement the right technologies for your organisation
• Be prepared for the shift and strategise how each department will be responsible for the technology before it is implemented
• Understand how end-users evaluate your product to drive operational decisions for delivery

Key sessions:

• ‘Can You Hear Me Now?’ Get Customer Metrics Through Your Call Centers – Tom Buckley, Director, Global Technical Service, Boston Scientific
• Workshop: Take a (Strategic) Leap Towards Connected Devices – Dan Barnett, Director, Customer Service, Abbott Laboratories

Day 2: Reinvigorate Your Culture

• Utilise service as a brand differentiator rather than a cost-reduction and implement this into your training and philosophy
• Navigate a complex regulatory environment by knowing what is in the pipeline and gaining clarity on gray areas surrounding third parties
• Identify the relevant metrics for measuring service success to actually tell a customer experience story with your data

Key sessions:

• Panel: What’s Unique about Your Service Solutions? – Amos Schneller, VP, Global Service and Technical Support, Medivators; Steve Nava, Director, Field Service Americas, Luminex; Ed Klosterman, Director, U.S. Field Service Operations, bioMérieux
• We’re Engaged: Training a Field Service Team Despite Long Distance – Steve Nava,Director, Field Service Americas, Luminex[/unordered_list]

Day 3: Achieve Cross-Functional Integration

• Overcome the bias about siloed roles and implement service into your R&D, marketing, and sales team right from the start
• Integrate service and sales to create a dual-sided profit center, selling service as a product
• Collaborate better with your marketing and IT team to get the service message across more effectively

Key sessions:

• Service is a Product – How to Sell it That Way! – Jeff Yates, National Service and Repair Manager, U.S., Richard Wolf Medical Instrument
• Panel: Shift from Customer Service to Customer – Karl Geffken, Senior Director, Marketing - Global Services, Medtronic; Catherine Read, Director, Customer Engagement, Carl Zeiss

 

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Thinking of going but still not got your tickets? Field Service News readers are entitled to a 25% discount to this event. Visit: fs-ne.ws/6Gfp308FA2N and use the code FSM17FSNEWS

 

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