Advisory Board

At the foundation of our 150,000 Global Service Executive community sits the Advisory Board which features leading global brands well known for their service and support strategy.

Kevin Bollom

VP of Service, Rental & Customer Care

Kevin Bollom is the Leader of Trane’s Commercial HVAC Service and Rental business, a P&L with over $950M of annual sales and delivering growth of over 8% each year. He is responsible for service offerings, rental solutions, and overall customer care including technical and product support that provides a platform to move the Trane brand forward as the market leader.

Eduardo Bonefont

VP of Life Sciences Technical Services

Eduardo Bonefont is the VP of Life Sciences Technical Services of Becton Dickinson, where he exercises his comprehensive global management and leadership experience in small-to-large businesses in Services, Marketing, Sales Manufacturing, and Supply Chain. As a Six Sigma Master Black Belt, he has come to specialize in business expansion, startups, and turnarounds, with full P&L responsibility, in a variety of U.S.-based and international industries, and he has a proven track record in improving business performance with the rigor of consistently making operational, financial, and customer commitments.

Eduardo has broader experience in international management and overcoming cultural and language barriers. He is fluent in Spanish and has basic language skills in German and Italian. And he is proud to serve on the executive board as Treasurer for IBERO, the second-largest Latino non-for profit in New York.

Renee Cacchillo

Vice President, Service Delivery

Renee Cacchillo joined Safelite AutoGlass® as Vice President of Service Delivery in August 2011. In this role, she focuses on delivering Safelite’s vision and business goals by driving performance in the areas of customer service and labor management, partnering closely with many of business units to establish Safelite® as a world-class service organization. In addition, she will work closely with other Safelite® leaders and their teams to implement cross-functional projects that are geared toward strengthening our operational performance.

With more than 20 years of experience, Renee brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than 5 years of experience at Accenture in leading large scale system implementations as well as in change management.

Renee earned her M.B.A. and B.S. from the University of Kansas. She is a member of the Customer Experience Professionals Association.

Grace Cowan

SVP of Service & CX

Grace Cowan is the SVP of Service & CX at Clean Harbors, and is known as an innovative healthcare and financial services CEO/COO/EVP of Sales, Operations, Customer Experience, with 25 successful years of producing accelerated revenue and EBITA growth for world class customers. She has an impressive track record of improving profitability, sales and business operations in multiple industries and customer segments including B to B, retail, consumer, agents, doctors and healthcare professionals.

Terri Douglas

Vice President of Process Excellence

Terri Douglas, Vice President of Process Excellence at Vertiv, is a strong, experienced professional with a demonstrated history of working in the electrical and electronic manufacturing industry. She is skilled in Operations Management, Process Engineering, Engineering, Strategic Planning, and Business Process Improvement. Terri is proud to have graduated from The Ohio State University.

Danilo Elez

Senior Vice President of Service

Danilo (Dan) Elez is the Senior Vice President of Service for KONE Americas. In this role, he leads the service and maintenance business in the United States, Canada, and Mexico, while also further developing the service and sales strategy. He also oversees the strategic accounts, industry spare parts, and business process change teams.

Prior to joining KONE, Dan led product and channel management in Latin America for Trane and Thermo King, brands of Ingersoll Rand. His most recent roles were vice president and general manager of Thermo King Latin America and vice president of business development for Trane Global Services.

Over his 20-year career, Dan has led businesses for Ingersoll Rand and Trane in Asia, Europe and the Americas. His efforts have been focused on driving growth and innovation in residential, commercial and industrial businesses with both direct and indirect distribution market strategies.

Dan is a Fulbright scholar and holds his bachelor’s degree in industrial engineering and economics from the University of Wisconsin and a master’s degree in business administration from the University of Chicago.

Bob Feiner

Vice President, Global Deployment & Field Services

Bob Feiner joined Dell in 1999 and serves as Vice President of Dell’s Global Deployment and Field Services business. In this role he leads an organization of over 1,500 team members and 20,000 contractors and is responsible for onsite services, field deployment, configuration services, installations, and asset recovery services which support customers in over 140 countries.

In leading the Global Deployment and Field Services organization, he is responsible for managing its P&L, setting the overall strategy for the business, and delivering services to end user and enterprise customers.

His previous experience at Dell includes leading Global Field Services (2010), managing Americas Enterprise technical support (2007), growing Enterprise Field Delivery (2004) and building the first of what would become five global Enterprise Command Centers (2001).

Prior to Dell, Bob was a management consultant in Ernst & Young’s Supply Chain management practice. He also held a variety of roles in the energy industry. Bob has a Master of Business Administration degree from the University of Texas–Austin, 1997 and has a Bachelors of Science in Mechanical Engineering from Tulane University, 1991.

Sudipto Ghosh

Executive Director, Service

Sudipto works as Executive Director, Service at Lenovo India. Sudipto is a member of the leadership team of Lenovo India and also a member of the service leadership team of Asia Pacific & Latin America Region of Lenovo. He is responsible for Contact Center, Field Service, Service Business and Customer Delight for the India Region.

Sudipto has 30 years of work experience in the areas of developing the strategy and executing against plan for the overall service operation in India. He has successfully developed outsourcing models for world-class contact centers, state-of-art repair centers, central support warehouses, and all-in-one regional support warehousing.

Prior to joining Lenovo, Sudipto served as Chief Customer Support Officer at Acer, India. His experience in other organizations includes Compaq India, Pertech Computers Limited and Tata Steel. Sudipto is a recipient of the ‘Best Competitiveness Strategy Award’ instituted by Stan Shih, Founder of Acer Inc., for implementing cost effective service strategies and initiatives which resulted in a significant increase in customer satisfaction. Under his leadership, Acer India has been awarded ‘Most Customer Responsive Company’ in the ‘IT Hardware Category’ conferred by Avaya Global.

In addition to his role as an Advisory Board Member of The Service Council™, Sudipto has been regularly invited as a speaker on the topic of service from national and international conferences conducted by DHL for their Global Technology Conference, IQPC, Reverse Logistics Association, Indian Institute of Foreign Trade, Indian School of Business & Media, among others.

Sudipto holds a B. Tech Degree in Electronics & Communication Engineering and an MBA in Technology Management.

Mark Groveunder

Vice President, Customer Service Pan-American Region

Mark Groveunder has been with Acer since 1997. Initially Mark was Director of Technical Support Operations. Mark was promoted to Sr. Director of Customer Service for the U.S. and Canada in 2001. Today Mark is Vice President of Customer Service for the Pan-America Region. This responsibility includes all contact centers, repair operations, logistics, as well as web and IT strategies to provide support to customers who purchase Acer Group branded products (Acer, Gateway, eMachines and Packard-Bell) within the Pan-America Region. In addition to his regional role Mark also serves on a global team that sets and manages customer service strategic initiatives for Acer. Mark’s role on this team is creating and guiding strategic direction for customer-facing functions including contact centers, self-service and web strategies.

Mark has worked for more than 30 years in the high tech industry in various areas including contact centers, customer service operations, product management, P&L business unit, and web strategies. He has an undergraduate degree in Finance and Computer Science as well as an MBA both from the University of Mary Hardin-Baylor.

Denise Grubb

Vice President, Service Operations

Successful leader with broad operational experience predominantly in the insurance industry with Farmers Insurance – the 3rd largest insurance company in the US. Assumed significant leadership positions of increasing and diverse responsibilities in Claims, Auditing, Underwriting and Service Operations.

Experience includes responsibility for the underwriting, service and support of California personal lines and Commercial insurance market – largest single state market in company.

Leads and designs major organizational and strategic transformation and process redesign efforts focused on improved customer and employee experience while delivering a better expense model. Led the process, organizational and technical redesign and transition from a regional service organization (11 centers) to a standardized operational model that provides the foundation for enterprise processes for improved quality, customer & employee experience and efficiency. Specialty is on enterprise process design, back office operations, strategic collaboration and people/leadership development.

Sean Jordan

Service Director

Sean Jordan is currently the Service Director at BioTek Instruments, Inc. Based at BioTek’s headquarters in Vermont, USA Sean is responsible for the development and management of BioTek’s global service operations for all products and services. Service is responsible for: installing customer equipment, training customers, field service, depot service, technical assistance call centers, contract sales/management, parts management, equipment documentation as well as dealer/distributor training. In addition to the service operations in Vermont, service offices are also located in: Bad Friedrichshall, Germany; Beijing, China; Shanghai, China; Colmar, France; Seoul, South Korea; Luzern, Switzerland; Mumbai, India; Swindon, England; Taipei R.O.C. and Tokyo, Japan.

Before joining BioTek in 2008, Sean spent a decade providing assistance to organizations in the United States, Canada and Northern Ireland. He has worked with all types of business sectors including industrial machining, wood products, electronics, biotechnology, food products, defense and others. The nature of the assistance included: strategic planning, product development, Lean, six sigma, supply chain and training development. Prior to hitting the road in 1999 Sean worked at IBM Microelectronics.

Ken Kleinhample

Vice President, Global Quality

Results driven, highly motivated, ethical leader with process driven achievements in global quality, global supplier quality and global operations quality, operations, organizational development and stratigic planning. Consistently demonstrated outstanding results in multiple industries. Expert in change management leadership combined with broad knowledge base of quality solutions, organizational team building and experience in re-engineering complex operational processes. Capabilities provide consistent enterprise-wide productivities, cost, quality and customer service improvements. Experienced in Military, Automotive, Communications and government industries

Specialties:Strategic business planning, buildiing high performance teams, cross-functional project management, multi-facility global management, global supply chain management, Global Quality, Global supplier Quality, acquisition intergration, lean, six sigma blackbelt, building world class teams

Sonya Lacore

VP of Inflight Experience

Sonya Lacore, VP of Inflight Experience of Southwest Airlines, is a passionate leader of people, and she cares deeply about the hearts of her employees. Sonya strives to inspire and engage her teams to work toward the betterment of the company. Hospitality drives her day-to-day decisions, and she hopes to instill that in any co-worker with whom she comes in contact.

Rick Mears

VP of Guest Services

As the VP of Guest Services of SF Giants, Rick Mears recruits, hires, trains and develops part-time day of game staff in all work groups for AT&T Park, San Francisco. He oversees the delivery of world class guest service at this facility and assists with the training of the day of game staff at Scottsdale Stadium in Scottsdale, Arizona (the Giants spring training ballpark).

Michael Romeo

VP of Field Operations

Mike Romeo is the Vice President of Field Operations for Xerox Corporation.

Tim Saur

Senior Vice President

Tim is employed by Durst Phototechnik, AG’s North American operation as a senior vice president where he directs all aspects of finance, operations, and the service business unit. Durst Phototechnik, AG is a world leader since 1934 in developing the most innovative system solutions for image reproduction. Along with his current role Tim also leads several global initiatives focusing on new innovation in the application of service delivery and methods towards improved service strategy. In 2005 he helped turn Durst service into a best in class industry leader culminating with Durst winning awards in both 2007 and 2008 for service excellence. In 2007 he launched an award winning global self-service knowledge management system to the Durst customer’s before KM was even popular. Tim continues to seek the best technology from all aspects of service and areas outside of service including consumer electronics, new retail technologies, and emerging platforms.

Prior to Durst Tim was employed in his early professional years in accounting before returning to graduate school where he then joined Ford Motor Company. At Ford Tim was part of the career foundation program that saw him rotate to various positions allowing him to see a complete picture of business operations, financial aspects, and sales.

Tim Saur holds a B.S. in accounting from the State University of New York. In addition he holds a M.B.A., with a concentration in finance, from the University of Notre Dame (magna cum laude) and a Ph.D. in International Business Development from the University of Southern Mississippi. Tim is a certified public accountant (CPA) and a certified management accountant (CMA).

Tim has been a frequent speaker on self-service technology, increasing efficiency and productivity in service, organizational strategy and the utilization of performance metrics. He continues to actively participate anywhere strong intellectual and application-based discussions and research focused on service occur. He retains either full board or advisory board position with the Aberdeen Group, WBR Field service research council, Interlog, Future Focus, and The Service Council.

Greg Sharp

Vice President, Service Operations

Greg has spent the majority of his career in the medical device space. Beginning with Philips Medical as an engineer supporting MRI and CT. Later working with Hill-Rom managing a variety of areas including, operations, service, marketing, and running an after market surgical accessory business unit.

More recently he was President of Echo Engineering. There he managed an international business that specialized in the manufacture of plastic and rubber parts. They had a diversified customer base including automotive, outdoor lighting, medical device, and sporting goods. Prior to that he was President of T&G Management where he was responsible to take a regional service and parts company to a national presence in order to execute the sale of the company.

At STERIS he is responsible for the sales, marketing, technical and engineering support, and all field services activities of the service organization. This includes the tech support functions, call center operations, service marketing, after market parts, and remanufacturing. Included in that would be all of the technology support as far as determination of best application of available technologies such as phones, computers, and other mobility devices.

J.T. Smith

Senior Vice President, Americas Customer Service, Business Transformation

Philips Healthcare is global leader in medical equipment and solutions for Imaging Systems, Patient Care and Clinical Informatics, and Home Healthcare Solutions.

JT leads the Global Service Programs team with a passion to continually improve the customer experience while accelerating growth and productivity. Additionally, he chairs the Service Process Council and is responsible for Philips Services end to end strategy and execution. Prior to joining the global team, JT served as the North America Service Operations manager where he led large scale organizational change over a 5 year period with sustained improvement in profitability, operational excellence, customer satisfaction, and employee engagement.

Before joining Philips, JT worked 19 years for GE in the Appliances and Healthcare businesses. He held a variety of field and headquarters positions and is a certified Master Black Belt. JT has a Master’s Degree in Electrical Engineering from the University of Louisville and an Executive MBA from Vanderbilt University.

JT and his wife have three children and reside in Georgia. The family enjoys outdoor activities and are active in the church.

Rusty Walther

Vice President, Global Escalation Management

Rusty Walther has spent over 30 years building and leading large, global, technology services teams.

Rusty spent a 16-year career in the US Marine Corps building and managing a variety of worldwide IT systems, and departed government service in 1992 as Director of US Marine Corps West Coast Data Center Operations. Over the next several years, Rusty held both operational and executive service leadership positions in some very large Silicon Valley companies like Bay Networks, 3Com, and Nortel.

In the heart of the “dot-com” boom, Rusty participated in two start-ups as Vice President of Customer Support, leading both AboveNet Communications and ONI Systems to successful IPO’s and acquisitions by major corporations prior joining Airespace, Inc., a next-generation provider of enterprise-class wireless networking products which was subsequently acquired by Cisco System. Rusty then joined Network Appliance as Senior Vice President of Global Support where he spent five years leading a large, complex, and diverse enterprise support operation for that high-growth data storage and management company. Leaving NetApp early in 2009, Rusty joined 3PAR as its Vice President of Global Service and Support and directed that business to and through huge growth associated with its acquisition and integration into Hewlett Packard. Rusty now leads the Escalation Management teams for Global Support Delivery, and is responsible for all technical and business escalation departments and operations around the world.

Rusty resides on his family ranch in Bend, Oregon with his wife Jeannie, and they spend their free time riding their horses, or cruising the Oregon scenic byways on one of their Harley Davidsons.

Sophia Weatherby-Williams

VP and GM, Telecom and Technology Business Unit

As Vice President and General Manager, Telecom and Technology Business Unit at NCR Corporation, Sophia Weatherby-Williams is responsible for all aspects of the business unit’s performance with full P&L accountability, including sales, offer development, services, solution marketing and general management. The Telecom and Technology business unit provides complete services solutions to Service Providers, Systems Integrators, and Technology OEMs.

Chris Westlake

Vice President, Service

Chris Westlake serves as Vice President of Service for RK, a leading single source provider of integrated Mechanical, Electrical, Fabrication and Service Solutions with over 1,100 employees and growing. In this role, he is responsible for establishing and deploying Services strategy, managing the P+L and all aspects of commercial and delivery execution.

Chris has over twenty years of global experience building high-performance teams and driving consistent double-digit profitable growth in the Service industry for multiple privately-held and Fortune 500 companies such as Danaher and Rockwell Automation.

Chris has a B.S. degree in Industrial Engineering from University of Wisconsin and a M.B.A. from Marquette University. He is a frequent speaker and Advisory Board member for The Service Council, WBR Field Service, Aberdeen Group and Association of Support Professionals.