Now is a uniquely challenging time for service leaders. As this pandemic has unfolded, we have been finding new ways to further support service leaders like yourself. Our Global Customer Transformation team members, who are former service leaders that now guide ServiceMax customers through their digital transformations, would like to offer you a personal expert advisory hour to help you navigate today’s challenges and prepare to meet tomorrow’s business demands.
Below is information about our much sought-after GCT leaders and the topics they specialize in. Let us know which topic interests you and we will connect you with the right GCT member for a complimentary 1-hour advisory meeting.
Our Industry Leaders
- Business Strategy development
- Digital technology development and implementation
- Kaizen Continuous Improvement, LEAN & Agile
- Field Service & HTM Operations
- Remote Service technology
Shawn LaRocco is an experienced Head Of Technical Services and Operations Executive with a demonstrated history of working in the medical device industry. A strong business development professional skilled in Medical Devices within Cancer Diagnostics, Imaging, and Ophthalmology with a proven track record in driving growth and customer excellence.
Prior to ServiceMax Shawn was VP and Global Head of Technical Services at Alcon, a world leader in surgical equipment for ophthalmology. In this role, Shawn led Global Digital Operations, Service Supply Chain, Field Service of over 1200 engineers, LEAN Process Improvement, Customer Excellence, Technology, and Training. He has a passion for the service industry and has a proven track record in building profitable revenue-generating organizations while driving continuous process improvement along with the implementation of digital technology to facilitate the growth and scalability of the business. Shawn’s passion for service began early in his career when he was a field engineer supporting the New England region in 1999 and from there has led every facet of the service business throughout his career. He understands the business from the ground up and has expertise across service operations, technology, engineering, and service sales.
- Digital transformation
- Workforce management and engagement
- Customer experience management
Sumair is a thought leader in the field service and service management arenas and has conducted numerous research projects and business assessments in the areas of field service, customer support, and business strategy. He brings over 15 years of experience in studying, analyzing, and guiding field service organizations.
His passion is in studying the front-lines of a service organization, those support and field engineers who directly engage the customer. He is a firm believer in the concept of the Service Profit Chain which links employee engagement to customer experience to business results. With a keen interest in building and developing a community of informed and engaged service leaders or Chief Service Officers, Sumair continues to advocate for service’s presence at the executive table.
Prior to his time at ServiceMax, Sumair built service-focused research programs at The Aberdeen Group and at The Service Council and was highlighted as a Top 20 Field Service Professional by Field Service News Magazine. He holds an MBA in Entrepreneurship from Babson College.