Featured Guests 

Charles Byrd

Director , Roche

Name - Charlie Byrd Company - Roche Diagnostics North America Job Title - Director of LRL Support and Ad Interim Director Regional Systems Support at Hometown - Fishers, IN (near Indianapolis) Education - Bachelor's Degree in Electrical Engineering and an MBA from Indiana Wesleyan University Career Started in Military electronics then moved to Medical Diagnostics 36 years in Medical diagnostics. 33 years at Roche Positions at Roche Field Service Engineer System Expert Project Manager Regional Service Manager Area Service Director Director of LRL Support and Ad Interim Director Regional Systems Support (current role) Work Passions: Process improvement Driving efficiency into our organization Delivering outstanding customer service Hobbies Cars, motorbikes, cycling Auto racing - F1, Indy Car etc. Photography combined with travel

Session Track:

Monday, May 15 4:05 PM - 4:35 PM 210 A

SE1765B - Innovation to Power Service Teams: A Discussion with Roche and ServiceMax

Leading organizations such as Roche Diagnostics need to continuously evolve their service operations to effectively deliver on customer expectations while contributing to the bottom-line. Effective service execution can only be accomplished when all stakeholders are connected and working in unison to understand customer requirements and deliver the necessary solutions. ServiceMax’s powerful connected worker applications work Better Together and deliver a collaborative experience that unifies critical stakeholders in delivering the best customer and business outcomes. These applications are constantly enhanced by the targeted application of new technologies and digital automation to ensure the highest level of efficiency, the most effective path to resolution, and the most complete customer experience. Uncover the true power of the ServiceMax service platform.

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