What Is So Complicated About Medical Customer Support? - Views From Behind the Curtains-John Jensen, Ron Bucher and Stacey Williams-12/06/2011 - 8:30am

Event Information
Event Topic: 
What Is So Complicated About Medical Customer Support? - Views From Behind the Curtains
Event Date: 
12/06/2011 - 8:30am
Event Location: 
Sunnyvale City Council Chambers, 456 W. Olive, Sunnyvale, CA
Speaker Information
Event Speaker: 
John Jensen, Ron Bucher and Stacey Williams
Event Speaker Title: 
Consultants
Event Speaker Company: 
Respective Consulting Firms
Event Speaker Bio: 

Panelist Bios
John Jensen has spent over 30 years in customer service. Starting in 1981 as a Field Service Engineer for Picker International in it's X-ray division, John has worked many companies and areas of customer service. Some of those positions include, technical trainer, technical support, and installation coordinator. Aside from standard x-ray he has worked in cardiology, nuclear medicine, and CT technology. John also held the position of Customer Service / Account Manager with dpiX, LLC which provided Flat Panel Detectors to the Digital Radiology market.

Prior to joining the medical device industry with R2 Technology in 2006, Ron Bucher learned world class Customer Support competing directly with IBM at the top of the IT industry. His career grew from software engineer to North America VP and General Manager of Customer Support for the computer division of Siemens. Now his passion is bringing world class Customer Support to the medical industry. His medical device experience also includes Philips Healthcare and Boston Scientific.

Stacey Williams has spent over 20 years within the Medical Device Industry working for LifeScan (maker of home blood glucose monitoring devices). Stacey spent 17 of those years within the customer service organization and then held the role as Customer Service Manager until 2010. Stacey's passion is ensuring customers receive a positive experience by ensuring they are provided rapid, accurate and caring service.

Event Details
Cost: 
$0
Event Details: 

Bio2Device Group, Tuesday Morning, Dec. 6, 2011

Topic: Title: "What's So Complicated About Medical Customer Support? - Views From Behind the Curtains"
Panelists: John Jensen, Ron Bucher, Stacy Williams
Date and Time: Tuesday, Dec. 6, 2011, 8:30- 10:30 am
Location: Sunnyvale City Council Chambers, 456 W. Olive, Sunnyvale, CA (across the street from Sunnyvale Public Library)
Cost: Free
Park in Street and in NOVA and library parking lots across the street.

Topic Description
Customer Support is a broad and complex functional area with its own unique life cycle and intricacies. It is also a differentiator affecting customer loyalty and overall revenue growth. This panel of Customer Support experts will make Customer Support be more tangible for you. They intend to make you aware of some of the not-so-obvious aspects of Customer Support, so that you can be more effective in your interactions with customers and with your Customer Support organization.
As with other functional areas, Customer Support organizations are expected to operate with leaner resources while accomplishing greater results. In order for Customer Support to operate efficiently, it needs to be included and actively involved in Engineering, Manufacturing, Sales, Marketing, Finance, and Product Management processes. This brings about competing, and often conflicting priorities and decisions between departments. This panel will discuss how instituting a Customer Support mindset in design and manufacturing processes can eliminate many problems later on. You will walk away better equipped to make your company a stronger competitor in its market by having a better understanding of Customer Support as a strategic and competitive asset.

Panelist Bios
John Jensen has spent over 30 years in customer service. Starting in 1981 as a Field Service Engineer for Picker International in it's X-ray division, John has worked many companies and areas of customer service. Some of those positions include, technical trainer, technical support, and installation coordinator. Aside from standard x-ray he has worked in cardiology, nuclear medicine, and CT technology. John also held the position of Customer Service / Account Manager with dpiX, LLC which provided Flat Panel Detectors to the Digital Radiology market.

Prior to joining the medical device industry with R2 Technology in 2006, Ron Bucher learned world class Customer Support competing directly with IBM at the top of the IT industry. His career grew from software engineer to North America VP and General Manager of Customer Support for the computer division of Siemens. Now his passion is bringing world class Customer Support to the medical industry. His medical device experience also includes Philips Healthcare and Boston Scientific.

Stacey Williams has spent over 20 years within the Medical Device Industry working for LifeScan (maker of home blood glucose monitoring devices). Stacey spent 17 of those years within the customer service organization and then held the role as Customer Service Manager until 2010. Stacey's passion is ensuring customers receive a positive experience by ensuring they are provided rapid, accurate and caring service.

Payment Dec 12th Evening Event - $20 to TheGeneral Public

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