Renee CacchilloVice President, Service Delivery
Cary ChapmanNational Service Manager
Bob FeinerVice President, Global Deployment & Field Services
Sudipto GhoshExecutive Director, Service
Denise GrubbVP, Service Operations
Mark GroveunderVP, Customer Service Pan-American Region
Bob HorasteadSVP, Global Techincal Service
Bob JohnsonChief Service & Information Technology Officer
Ken KleinhampleVP, Global Quality
James MylettSVP, Service
Tom SchlickVP, Field Service
Greg SharpVP, Service Operations
J.T. SmithSVP, Americas, Customer Service
Rusty WaltherVice President, Global Escalation Management
Larry WashEVP & CEO Americas
Chris WestlakeVice President, Service
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.
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.
Cary Chapman is a customer service professional with forty-one years of service and sales background. With Cary’s years of experience, he was hired by Safeline to stabilize a multi-year turnover issue. In his current role, Cary has been instrumental in completely eliminating service employee turnover while assisting in achieving fifteen percent annual growth over the last three years.
With Aixtron, Inc. as a National Field Service Manager, Cary also performed the role of Country Manager. The mission of the U.S. organization was to support the largest customer in the world and several other high profile LED customers while supporting and interfacing with the parent company in Aachen, Germany. Cary was instrumental in planning and implementing the relocation of the US headquarters from Buffalo Grove, Illinois to San Jose, CA in 2005-2006.
While serving as Director of Customer Support for Steag Electronic Systems, Cary accomplished the turnaround of a failing service group that four years later was awarded the VLSI top ten rating for companies $300 million and smaller. He managed the successful merger of two semiconductor companies’ service organizations into Steag’s. The mergers increased the number of service engineers from thirty-five to ninety. Specializing in building high performance teams as well as long-term customer and employee relationships, he drove a service philosophy of creating a business owner mentality with field service engineers up through all levels of the organization.
Cary has worked with large and small organizations in the high-tech industrial market place. In his role as a Honeywell Branch Manager in Denver, he increased revenues from $3 million to $9 million while drastically reducing the cost ratio. He has led critical projects while working for the Honeywell Industrial Automation and Control Division. Also, as a leader of a regional Business Center Automation team, Cary brought the first open architecture shared database to the division. Cary led the effort to achieve ISO certification within an eighteen-month time frame; this included service, manufacturing, software, and the tech support groups. In his final position with Honeywell as National Manager of Operations Support, he was responsible for a $125 million budget and the support of a field organization numbering approximately nine-hundred fifty employees.
In addition to his numerous service responsibilities, Cary spent time selling; most notably managing the General Motors account for Honeywell where in his role as National Account Manager he sold to executive VPs of Buick, Cadillac, Chevrolet, Oldsmobile and Pontiac. Service contract sales nationally were increased from $4 million to $6 million in an eighteen-month time frame.
Cary, a decorated Vietnam Veteran, is a long-standing past member of the American Management Association, AFSMI and has volunteered time speaking to third year business students at the University of Texas. He also has been certified as an ISO auditor.
When not working, Cary and his wife Cheryl, of forty-one years, enjoy building multi-media slide shows with their nature photography, hiking, golfing and are avid cyclists. Cary and his wife Cheryl are actively involved in their local church leading a marriage enrichment ministry. Cary is also a member of the National Corvette Restorer Society volunteering duties as a Master Judge.
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.
Bob Horastead is Senior Vice President, Global Customer Service Delivery at Xerox Corporation. He was appointed to this position, January 2012. In this role, Horastead is responsible for developing the Technology Business’ Remote Services Strategy which is a key enabler to the long term post sale profitability, as well as delivering the day to day operational results for Technical Services. Horastead also leads the Global Metered Supplies group, dedicated to ensuring our metered supplies processes meet our corporate objectives and are in line with client expectations.
Prior to this appointment, Horastead was Chief of Staff, Xerox North America, responsible for developing the Go to Market strategies across the different channels including Xerox’s direct sales force, distributors, resellers, authorized agents, inside sales and companies which operate under Global Imaging Systems, a wholly-owned subsidiary of Xerox. As leader of the Business Transformation, Human Resources and Customer Administration groups, Horastead was also responsible for developing the talent resources and infrastructure to ensure Xerox’s leadership as a Services organization.
Horastead joined Xerox in 1979. He has held several senior positions in marketing, sales, finance and operations, including managing the Xerox Office Group in the United Kingdom. While European Customer Satisfaction Manager, Horastead played a key role in ensuring Xerox Europe was awarded the European Foundation for Quality Management (EFQM). Horastead was also Managing Director of Document Supplies Europe and had end to end responsibility for all Xerox media and consumables on third party products. He also served as leader of Xerox Europe’s Shared Services Group in Ireland which included Financial Services, Managed Services and Customer Help Desk support.
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 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.
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 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.
Bob L. Johnson is chief service officer for Sprint. He is responsible for overseeing all aspects of Customer Management, including Customer Experience, Customer Care and Telesales. He is accountable for the end-to-end customer experience across all key customer touch points, call volume reduction, customer care operations, call center efficiency, and these lines of business within the call center management structure: Consumer, Business Care, Wireline and Account Services. He also leads enterprise-wide churn root cause and credit reduction initiatives.
Before his role as chief service officer, Johnson served as Sprint’s regional sales and distribution president for the Northeast, responsible for the wireline and wireless business. Before that, he was senior vice president-National Consumer Sales and Distribution.
An accomplished executive with 25 years in the telecommunications industry, Johnson joined the company (Nextel) in 1998. He brings with him a strong business background in sales, service, marketing and customer operations. Before joining Nextel, he held a number of executive positions at Bell Atlantic Mobile (Verizon), including executive vice president and chief operating officer for Telezone Corp., a Bell Atlantic joint venture.
He received a bachelor of science degree from the University of Maryland and serves as chairman of the Robert H. Smith School of Business. He is also a board member of both the Northern Virginia Technology Council and the Washington Redskins Leadership Council.
Bob and his wife Lynda have three children, Danny/graduate of Vanderbilt University, Tyler/graduate of UMD and attending UMD Master’s of Education Program, Haley HS senior. The Johnsons reside in Potomac, Maryland.
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
James Mylett is the Sr. Vice President for Service at Comfort Systems USA, a leading provider of commercial and industrial heating, ventilation and air conditioning (HVAC) and building automation services. With more than 85 locations nationwide, Comfort Systems delivers high quality engineering, design, installation, energy assessment, and repair and maintenance services across the US and in a wide range of customer sectors.
James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development.
When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle.
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.
Tom Schlick has an extensive career in the services industry in many leadership roles with companies including General Electric, Emerson Process Management, Datacard Group, and XATA Corporation. He is the former VP of Global Services for ACCO Brands, a multi-billion dollar global market leader in Office products/solutions. Tom has lead large global Service teams of over 600 people and has been instrumental in driving double digit revenue and profit growth particularly in Europe and Asia.
At SterilMed, a Johnson & Johnson Company, Tom is Vice President of Field Service. SterilMed is a fast growing medical device company whose mission is to help make healthcare more affordable by extending the life of its clients’ medical equipment, devices, and surgical instruments through device reprocessing offerings.
Tom has held several leadership positions in service associations including President of AFSMI, President of the Chicago Chapter, and is currently a Board member for the Society of Service Executives and The Service Council. In 2007 he was awarded the prestigious George O. Harmon award for his many contributions to the Services industry. Tom is a member of Aberdeen’s Research Advisory Council and is also a long term mentor with the MENTTIUM group which mentors women professionals in helping them achieve their career goals.
Tom has a BS Degree in Electrical Engineering and an MBA, both from the University of Minnesota. He is also a certified Six Sigma Green Belt and Black Belt.
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.
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 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.
Larry G. Wash is currently the Americas Executive Vice President & CEO for KONE Elevator.
Prior to his role at Kone, Larry was president of Global Services for the Climate Solutions sector of Ingersoll Rand where he had full responsibility for the management and performance of the services businesses which include service and parts, turnkey and controls contracting, and performance-based and energy services for commercial buildings and transportation.
With executive responsibility for the organization’s strategic direction, operating performance and marketplace differentiation, Wash led Hussmann, Thermo King and Trane on a journey to drive growth in emerging markets in Latin America, Asia Pacific, Europe, Middle East, India and Africa, as well as mature markets in North America.
Wash also built a sustainable $3B global business that operated in 60 countries, through more than 300 parts retail outlets, with 5,000 of the industry’s best associates.
Wash has extensive service industry expertise, and was the architect of Trane High Performance Buildings, which link the physical environment of a building to business outcomes including energy and operational savings, employee productivity, and customer satisfaction. Through game-changing offerings, he has engaged employees and evolved the selling culture of Climate Solutions from technical and product-oriented to ROI and solutions-based.
He has also made a favorable contribution to the environment, delivering $600M of energy guarantees through the performance and energy services contracts. Wash is a well-respected speaker and author on the subjects of growing a profitable global services business and making the business case for energy and operational efficiencies.
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.