Date: October 20, 2015

Author: Vele Galovski - Technology Services Industry Association (TSIA)
Kevin Chasey - Tokyo Electron America


The journey to field service (FS) excellence for Tokyo Electron America started with the setup of a centralized service structure and standardized processes, and has expanded to an enhanced knowledge management system, remote services and Adoption service offers. The result has been a permanent improvement of FS quality, efficiency, and improved customer satisfaction. During this workout session hear how Tokyo Electron implemented:

  1. Expanded / Improved knowledge management system,
  2. State-of-the art remote services and integrated customer support center,
  3. Adoption and Optimization service offerings within TSIA’s B4B framework.

In this interactive session you have the opportunity to ask and to discuss how to enhance your FS-capabilities.

Applicable Disciplines:
Field Services;Support Services

Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy