Thursday, May 17, 2012
7:00 am - 8:00 am - Breakfast
8:00 am - 8:05 am - Chairman's Welcome and Introductions
8:05 am - 8:45 am - The Future of Manufacturing Technology
(and how it influences Customer Service) by Doug Woods, President AMT
8:45 am - 9:15 am - How Networking Supports Customer Service
by Marla Allen of Marla Allen Consulting
9:15 am - 10:00 am - Service Strategy for Customer Satisfaction
by Michael Metzger, Vice President, Optical Gaging Products (OGP)
Michael Townsend, Operations Manager, Adcole Corporation
10:00 am - 10:15 am - Morning Break
10:15 am - 11:00 am - Talent Management
by Jerry Adamski, Director, Global Customer Service, Gleason Corp.,
Ira Busman, Vice President, Customer Service, Okuma America Corp.
11:00 am - 12:00 pm - "The Voice of the Customer" Panel
12:00 pm - 1:00 pm - Lunch
Afternoon Breakout Sessions:
1:00 pm - 3:00 pm - Panel A:
Remote Service
by Mark Doyle, Vice President Sales, I-Gear Online, LLC
Donald Forrest. National Service Manager, TRUMPF Inc.
Technology
by Mark Doyle, Vice President, Sales, I-Gear Online, LLC,
Ruben Pacheco, Service Manager, Dimplex Thermal Solutions,
Donald Forrest, National Service Manager, TRUMPF Inc.
1:00 pm - 3:00 pm - Panel B:
Parts Management
by Greg Westrick, North American Customer Service Mgr., Mazak Corp. and
Dennis Stienecker, GM, Customer Service, The Minster Machine Co.
3:00 pm - 3:15 pm - Afternoon Break & Transition
3:15 pm - 4:45 pm - General Session
1. How to deal with Angry Customers by Dennis Stienecker, GM,
Customer Service, The Minster Machine Company
2. Warranty Management by Ruben Pacheco, Service Manager,
Dimplex Thermal Solutions
3. Service Preparation for Effective Roll Out of New Products by Jerry
Adamski, Director, Global Customer Service, Gleason Corp.
5:00 pm - 7:00 pm - Reception at Vendors' Village
Friday, May 18, 2012
7:00 am - 8:00 am - Breakfast
8:00 am - 8:15 am - Chairperson's Welcome
8:15 am - 10:15 am - Breakout C: Knowledge Management and Documentation
by Marty Zaccardo, Regional Service Manager, Agie Charmilles and
Mario Winterstein, Business Development Director, AMT
8:15 am - 10:15 am - Breakout D: Growth/Service Marketing
by Ruben Pacheco, Service Manager, Dimplex Thermal Solutions and
Jerry Adamski, Director, Global Customer Service, Gleason Corp.
10:15 am - 10:30 am - Morning Break & Transition
10:30 am - 11:00 am - General Session - Putting it all Together
A Summary of the Breakout Sessions
11:00 am - 12:00 pm - Closing Keynote Presentation (TBA)
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