Smarter Services™: A company-wide operating methodology which recognizes the role and importance of service as it impacts customer centricity, satisfaction, loyalty, retention and overall customer experience while eliminating an isolation of customer support to service, customer experience and customer support line of business. It represents the HEALTHY BALANCE that links issue resolution, service profitability and happy customers; and delivers a consistent and effective customer experience across all channels at every phase of the customer journey.
Service is Humanity™: A company-wide cultural philosophy which recognizes the role and importance of service on humanity looking beyond traditional operational metrics. It represents the EMPOWERMENT of the Employee to create unique experiences at his/her discretion to create exceedingly exceptional customer experiences which improve the World.
The Service Council™ exists to build and support a platform for education, knowledge, networking and insight for the community of business executives overseeing functions of service and customer management.
Our platform enables business executives to sharpen their strategy AND apply industry best practices through:
Benchmark your organization against service leaders.
Seek guidance on the latest trends impacting service and customer support strategies.
Validate your service and customer support strategy through experiential learning.
Operationalize against the latest trends and best practices.
John Carroll is an entrepreneurial, marketing and business development executive with a consistent record of growing revenue, market share and business valuation.
He founded Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll’s direction, Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries.
Michael Israel is the COO at the Service Council. Michael has an extensive background in customer and field service. He spent the first 17 years of his working career in field service operations and spare parts management roles, including 12 years with IBM’s Field Engineering division. Over the past three decades he has held management and executive roles with major providers of CRM and Field Service software applications, including tenures with IFS, Oracle, and SAP.
His broad experience includes marketing, selling, supporting, and implementing CRM and Field Service software applications. Michael has also served as a Field Service analyst for both the Aberdeen Group and Technology Services Industry Association.
Senior Global Director, Technical Solutions Center
BIO COMING SOON
Director, Critical Accounts Program (CAP)
BIO COMING SOON
SVP, Global Deployment and Partner Services
EVP, Head of Services & Solutions
Conrad Smits leads the services and solutions delivery transformation of Royal Philips, a position he has held since 2017. As Philips establishes itself as a health tech leader with the goal of improving the lives of 3 billion people a year by 2030, it is putting customer-centricity at the core of organizational thinking, planning and execution. This involves partnering with customers on delivering on their Quadruple Aim (outcomes, cost, patient experience and personnel experience) via new business models, no longer selling products in only a 'transactional’ manner but engaging in long-term partnerships to innovate care delivery and manage risk.
Conrad’s leadership role puts him at the helm of this transformation away from product delivery to a customer centric lifecycle approach to healthcare, where he is responsible for consistency and collaboration across a services portfolio crossing all 4 Philips business clusters and 17 Markets. His role covers integrating services and solutions delivery into strategies, processes definitions, all the way through to organizational mindsets.
He brings a unique blend and depth of knowledge of Philips to his role, coupled with success in growing and changing healthcare technology and consumer businesses alike, including Heineken, The Coca-Cola Company and Groupe Danone. He started his Philips career in 2002 as CEO of Philips Oral Health Care, based in Seattle, Washington, followed by positions in Philips Healthcare as CEO of MRI Division, and CEO of Diagnostic Ultrasound Division. In 2014 he became Chief Market Leader for the Philips Consumer Sector, and moved to Head of Commerce in 2015, responsible for Philips commercial performance management and capabilities development. He has lived and worked in the Netherlands, UK, US, Turkey and France. Conrad holds a Masters in Economic Sciences from Erasmus University in the Netherlands. He lives with his family in Boston, Massachusetts.
VP, 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.
In Engineering & Technology, Kevin was responsible for New Product Development, Quality, VAVE, Laboratories and Technology Development for the Trane Commercial Equipment portfolio. Global role with responsibilities for the United States, Canada, Europe, Middle East and Africa. Leading a global team of 1,000+ engineers to deliver customer value through lean operational excellence across our engineering and technology teams.
Director, Guest Services
Vanessa Ward joined the Cubs as the assistant director of Guest Services in 2016. In this role, she is responsible for the planning, organization and execution of events at Wrigley Field. In order to develop and foster a service-focused culture, Vanessa also leads the training and implementation of the organization’s service program and is responsible for developing a shared services function for scheduling and office administration.
Prior to joining the Cubs, Vanessa served as a project manager at Walt Disney Parks and Resorts where she oversaw teams supporting the implementation of MyMagic+, a massive technology rollout that sought to seamlessly integrate the Disney experience, and creating innovative ways to utilize data in order to enhance the guest experience. She held other positions at Walt Disney Parks and Resorts, including Resort Field Leader and Resort Guest Service Manager. She graduated from University of Kentucky in 2009 with degrees in management and marketing. Vanessa lives in Chicago with her husband, Steve, and their dog Wrigley.
VP, Digital Energy
James Mylett leads the U.S. Digital Buildings business for Schneider Electric, a global leader in providing digital solutions for energy efficiency and sustainability. A recognized pioneer in Field Services, James is one of the original board members for The Service Council and is a leader in accelerating the digital service experience for commercial buildings.
With a service career spanning over 38 years, and having held positions ranging from the frontline to the boardroom, James brings a unique perspective to driving strategic change in services.
VP & GM, Telecom and Technology Business
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.
As a recognized leader within the technology services industry, as well as at NCR, Williams is an expert at building high performance teams, driving high employee engagement and being a role model to women who aspire to succeed in senior leadership positions in the technology sector.
Sophia is an alumna of Robinson and for over 20 years has led technology and services businesses for some of the best brand names in the industry – including NCR, Bell Labs Lucent Technologies, Avaya and AT&T. Her diverse experience across sales, marketing, product development, services, and general management roles has enabled her to successfully lead businesses as well as execute highly successful business transformations. She is also well known for a relentless focus on the customer experience and delivering the highest levels of customer loyalty results.
CEO/Managing Director N/A
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 an 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.
VP, 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 three startups, leading technical services organizations at both AboveNet Communications and ONI Systems to successful IPO’s prior to joining Airespace, Inc., a next-generation provider of enterprise-class wireless networking products that 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 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 the huge growth associated with its acquisition and integration into Hewlett Packard.
Rusty now leads the Escalation Management organization for Hewlett Packard Enterprise’s Pointnext Division, and is responsible for all technical, business, and critical account escalation teams and activities around the world.
Rusty resides on his family ranch in Bend, Oregon with his wife Jeannie, and spending their free time riding horses, camping in the Pacific Northwest, or cruising the Oregon scenic byways on their Harley Davidsons.
VP, Inflight Experience
Sonya Lacore has proudly served Southwest Airlines for 15 years; Sonya began her career as a flight attendant. She has held various leadership roles along the way and currently serves as the Vice President for Cabin Services. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. She is ideally suited to lead and positively impact our service in the cabin both domestically and internationally. As a native of Louisiana, Sonya is no stranger to hospitality – her passion for outstanding Customer service drives her to make personal connections to live out the genuine Southwest brand to our 50,000 plus employees. She and her husband Michael have two adult sons, Bobby & Brad.
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.
VP & GM North America Service
Laura Mather is currently Vice President and General Manager of STERIS North America Healthcare Service, Business Development, and Animal Health. Prior to her current role she served as Vice President of Operations and Administration for North America Healthcare Service and in an executive leadership position at STERIS Instrument Management Services. STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on healthcare, pharmaceutical and medical device customers. Ms. Mather’s professional experience and multi-functional leadership roles span more than 30 years across healthcare, financial services, and manufacturing. She has been an executive at STERIS for over 13 years.
Prior to joining STERIS, Ms. Mather was in banking at KeyCorp and manufacturing at Avery Dennison. Ms. Mather’s experience includes strategy development, finance, marketing, business integration, organizational and technical transformation, customer experience leadership, continuous improvement consulting, customer operations, retail and commercial bank financial services, and start-up through 1000+ person operations. Ms. Mather holds a B.S.B.A. with a major in Finance from John Carroll University and a J.D. from Cleveland-Marshall College of Law. She is licensed to practice law in the state of Ohio.
Ms. Mather currently serves as Secretary and was a past Board Chair for Jennings, a non- profit organization offering a range of services for the aged. She also serves on the Executive Advisory Board for the Service Council.
SVP, Service – Americas
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.
VP, Life Science Technical Service
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.
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.
Director, Field Engineering Services Solutions
Ravi Advani is Director of Commercial IoT & Field Services Solutions at Unisys since early 2019. He is responsible for innovation, strategy & GTM of solutions globally that deliver high customer satisfaction, user experience and operational efficiencies. Prior to Unisys, Ravi held leadership positions with HP & T-Systems. Ravi holds an MBA degree from The University of Iowa.
Global Process Owner
– Service & Repair
As Global Process Owner - Service & Repair, Chris Westlake leads the teams responsible for strategy, stakeholder relationship management, capability roadmaps and design for systems and technology across all 22 of Medtronic's global Services businesses with over 2,000 employees.
Background includes 20+ years general management experience at companies such as Danaher, Rockwell Automation and Medtronic developing effective Services business strategies, building high-performance commercial and operational teams and leveraging systems, processes and technology to improve customer experience and accelerate profitable growth across the globe. Chris has a B.S. Industrial Engineering from the University of Wisconsin and an MBA from Marquette University.
BIO COMING SOON
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