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As the conversations continue to flow here at Field Service USA this year we move into the third day of the event and once again Kris Oldland, Editor-in-Chief, Field Service News highlights his three key picks of the day's must-see sessions...

Using mobile and social for Knowledge Transfer

• When: 9.15 - 9.35
• Where: Desert Salon 8
• What's it all about: Greg Parker, Portfolio Director, Building Services for Trane discusses why knowledge transfer is moving from a nice-to-have tool to something that it is critical that field service organisations embrace and outlines how his organisation have undertaken the development of their own knowledge transfer systems, looking at the challenges and benefits.

Global Service Excellence: Delivering high-value consistent service through independent dealers

• When: 14.25 to 14.45
• Where: Desert Salon 8
• What's it all about: Brian Uhlenhake, Department Manager, Global Service Excellence, Caterpillar will be exploring how to bring a more consistent level of service to your customers by looking at the attributes that result in customer loyalty to establish key metrics. The session will also focus on creating a formula to measure independent dealers on key metrics and raising the level of service delivery to a very high standard across your entire network.

Driving aftermarket growth with customer connectivity

• When: 14.45 - 15.15
• Where: Desert Salon 8
• What's it all about: Are you comfortable with your level of visibility into your installed base? Do you have a firm grasp on the state of your deployed equipment? How about it's current state of repair - do you know the last time the equipment in question was serviced (by you or a competitor). Just as importantly, how can you correlate this to driving repeatable, predictable revenue from your installed base? This session aims to set out how companies driving service revenue are utilising aftermarket entitlement revenue to deliver meaningful results to both their top and bottom lines.

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