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Customer experience has not always been front and center in medical device field service, but that’s changing. In today’s landscape, customer satisfaction is key to developing loyalty and driving revenue.  

Service Executive Roundtable:
Prioritizing the Customer Experience

Live Session: August 12, 12:00 pm ET 

Juan Cruz Jr.

Senior Manager, National Field Services

Join our panel of medical device service leaders who are implementing sweeping organizational transformations — by moving away from product-centric thinking and putting the customer (and patient) first.

We’ll discuss:

  • Organizational-wide strategies to improve customer experiences across all aspects of the service lifecycle.
  • Data-driven methods to capture customer sentiment and develop proactive service solutions — getting ahead of customer complaints.
  • Tips to upskill the workforce, even in a tight hiring market, ensuring every member of the team delivers top-notch service.
  • Strategies to leverage data to connect the dots between service, FDA compliance, and customer satisfaction.


Fresenius Medical Care

Robyn Walker

Senior Director, Customer Success and Service Operations

Mevion Medical Systems

Amos Schneller

Global Service Leadership Consultant

Chetan Makam

Vice President, Global Services

Terumo BCT